Sub Category Field
How do I format the sub category pick list so that it filters based on the value selected in the category field?
Reporting "billable" but not yet "invoiced" Tickets from ZohoDesk
How do I make a report of all closed tickets, that are "billable" and not "invoiced" in a given time period? We regularly invoice from ZohoDesk, but only once a ticket is closed. I need to be able to report on tickets that closed (maybe a ticket from last month just closed in this month) and are not invoiced yet. Right now, I can only report on closed tickets that are billable, but that shows "invoiced" and "billable" status.
SMS Notification on new requests
Hello, Is it possible to configure an SMS alert in the event of a new request being created with a High importance status? It woud be a handy feature as our call volume is not massive but somtimes time critical especially if no one is in the office. Thanks Mark
Use External URL for KB
We have an external knowledge base KB URL that we would like the customers to be able to access. I could not find a way to do that. I'm not a coder - plug and play type. Regardless of my skill set, is there a way to point to an external URL for the KB?
Phishing alert message in replied messages
replies from Zoho Support have this warning
Gamification module
We use zoho support extensively, a lot of other support products out there have a gamification module to create a competitive environment amongst the support staff. We would love to see a feature like this added in the near future.
Ability to restrict users from posting in forums
Hi Desk Team, As of now I have checked on my account with Desk and I see that I can moderate a user or block them. I'd like to be able to restrict a user from posting for a certain amount of time (hours or days) which would be lifted by the system automatically like an automation. This would come in handy for users that post topics that are not welcome or posting lots of spam or abusive users. I have checked into other platforms and some of them have this feature. I'd like to see it in Desk in
Missing Fields in the "Advanced Ticket Filters for Zoho Desk" extension
The description of the extension reads as "The Advanced Ticket Filters extension allows you to choose from a variety of filters, including custom fields". It seems like that only custom picklist type fields which are located in the default sections are being presented to us. Picklist type fields which are placed in custom sections in the ticket layout are not being displayed as filters. Please change this behaviour to include all of the custom picklist type fields as filters.
Zoho Support: Wordpress Web to Ticket Form
Hi, I can how to create a web form using the Zoho Support web to ticket form builder, but how can I integrate it with Wordpress? We currently use Contact 7 to build our Wordpress contact form, but it only seems to support emailing the contact data to create a support ticket. Having a proper web to ticket form would allow for better tickets to be generated. Is there a Zoho Support wordpress form plugin? What would you recommend? Would the Zoho CRM wordpress plugins work?
Zoho Desk Functionality Questions...
Hello, before my business invests in Zoho Desk, I have a list of a few features that I'm hoping Zoho Desk can achieve. If anyone has experience with the following features and can let me know if they can be done, I would really appreciate it! Thanks in advance! 1. If a ticket is left open for more than 24-48 hrs: Can Zoho automatically send an email, saying the ticket will close at XXXX time? If the ticket is still open after XXXX time, can Zoho automatically close the ticket and send an email alerting
Does Zoho create work orders?
I am currently using Zoho support, Is there a additional Zoho platform I can use to generate work orders based off of Tickets? If this is not possible I would like any suggestions anyone may have. Thanks Alex
Creating Work Orders using Zoho Support
What can be used to generate work orders based off requests created in Zoho support? If not is there anything you suggest that will help with this task?
Send notification e-mail according to the type of Account Product
I want to send a general announcement about the products to the customers. (As if there is an interruption at the moment due to the problem in Cluoud services) Is it possible to throw a notification e-mail to all customers who have X products (products are defined in accounts) with a special template?
Emails
For some reason we are no longer receiving emails, clients who are creating tickets used to get an email acknowledging the created ticket, agents assigned the ticket are no longer receiving emails and and as an admin on the account I also am no longer recieving emails. This issue only started today?
Zoho Desk Time-Based Rule
Hi There, In our company, if a ticket is submitted after 3pm on a given day we would like to send a reminder email to the ticket creator that their request will not be fulfilled until the next day. I am attempting to create this rule in Zoho Desk's Workflow Rules section. However, the closest I am able to get is to a rule based on Creation Time that requires a date be entered - I am not able to leave that field blank in order to have the rule execute if after 3pm on any given day. Has anyone found
Ticket assignment by employee shift
Hello , Good day I want a mechanism that enables to assign tickets to my Agents by shift because every Agent has their shift or if you can send me a similar sample code which was mentioned in this topic: https://help.zoho.com/portal/en/community/topic/assigning-ticket-to-next-shift-worker-when-a-customer-replies contact: ebenissa@umbrella.ly
Localization for desk community and knowledgebase
This feature request has two stages Add auto localization for desk front-end Home, My area, Knowledge Base, Sign in, Sign up pages contain tabs, buttons, drop down lists, details that predefined by desk web applications (Detect user country and auto localize) (Configurable) Add administrators to enable or disable auto localization feature for rest of contents such as knowledgebase articles, community topics that written by administrators, staff or users. (this must be optional feature for convert
Importing Facebook Messages into Zoho Desk via API
We've turned on the social channel integration for Facebook and it's updating with new private messages coming in and that's great. However, we have 2 years of messages we'd like to import in here so our staff can go through them and make tickets as needed. I'm able to get a JSON object from Facebook of this data, but I don't see anything in the API docs regarding the social channels or private messages. Is there a way I can get this done? Thanks!
Add CC address on Ticket
I would like to be able to include another user in a ticket for updated status. There is another program that we were using before we moved the Zoho that would allow for two things we didn't anticipate when moving. The first is I would like to be able to add a cc for users, for instance someone in a department might open a ticket, and then someone else might call with the same issue and I would like to be able to include them in any updates to the ticket. Currently a ticket is only open for
Updating Departement info isn't reflected on portal homepage
Hi, I tried updating the details of a department (Name, Display Name, Description) but that doesn't seem to have any effect on what is showned on the portal. Is there a way to update that information after the initial creation? David
Webhooks in Standard Plan
Good Day, Can I use the webhooks in Standard Plan? Thanks, Jhon Paul Del Valle
Customer Portal Improvement
Hello we need to be able to add COntact /Account fields to Registration form in CUstomer portal. 1. if possible to ad redio buttons to enabling visability of the fields in Registration page. 2. also Checkbox for Privacy Policy and Terms before Registration button should be enabled. my Service team is facing the problem and considering switch to competitors system, please help. Regards, Eduard
problem with links in copy text
Hey. We observe such a problem. When copying a table, there is a text with a link in the cell, when we paste it into the ticket response, the link is not always saved. there is no regularity.
Problem with signature
When sending a message by ticket, after signing inserts a large empty space. What could be the problem?
Why can't I see an attached document in the KB when I enter normally and can see it when opening the article in the Help Center?
Scenario: Create article in KB Attach a document as downloadable attachment Publish it for All Users Go to the article Login to the portal as a customer Navigate to the article Expected result I can see the attached document as an agent in Zoho desk when navigating to the KB (step 4); I can see the attached document as a customer when in the Help Center and navigating to the article (step 6) Actual result As an agent I cannot see the attachment in Zoho desk when navigating to the KB (step 4); I can
Custom Customer Portal.
Good Day, Is it possible to upload my custom customer portal in Zoho Desk? (ASP.Net webiste MVC) Thanks.
Email notification for new tickets
We are not receiving email notification when new tickets are logged. Please assist
Move a community topic to a different forum
Hello, Is there a way to move a topic to a different forum? Also, how can I stop forum posts from automatically turning into tickets? Thank you, Theresa
Can I upload a document to a knowledge base article that customers can download?
For a specific article that is about how to build up a particular profile in a document, I would like to add a default document that we share with our customers in a training. In order for them to have acces to such a document at all times, e.g. in case they lose it, I would like to add the document to the article so that they can download it there themselves. Is that possible and, if so, how? And, if so, are there restrictions to the type of documents?
Thread level Keywords?
On some of our tickets, we have recently started seeing thread-level keywords. Can you tell us what this functionality is and how to use it. Looks like it just started happening today!
Feedback Widget vs ASAP?
Other than the difference of look where ASAP button shows up as a distinct button, vs Feedback widget that shows on the side of the page. Are there any other differences? How do we decide which one to implement? Also, looks like we can have a chat functionality in feedback widget. If SalesIQ is enabled would SalesIQ be used as chat in feedback widget?
"Dashboard" tab missing
I've logged into Zoho Support this morning and realized that the Dashboard tab has disappeared. Is it a problem specific to my account or has the Dashboard tab purely and simply been removed from Zoho Support?
How to add a block of text to a ticket
Hi I have a need to add a block of text to help my users navigate/understand the ticket form. Statis tool tips are no good as the amount of text is limited, changing Section titles doesn't work either due to the limited amount of text. It would be great to have a simple text box that can be populated. I saw in an earlier post that there may be a way to edit the CSS to include some text. Can I get some advise on this or any other option I may have? Regards Scott
External support ticket sharing
One of our vendors has followed our example and moved to using Zoho Support for thier Help Desk. (Any kickbacks?) Is there a way to add them into our Support Desk to allow them access to a particular department so that we can share tickets and assign them certain tickets or tasks? We could of course simply email their system, however if we do it from within Zoho, then our ticket numbers in the subject conflict and either causes an auto-response loop based on our mutual reply settings, or wrong
Asana integration
Hi, When I create an Asana task from Zoho, is it possible for the Asana assignee to see the ticket information (fields)? How can I do this? Thank you for advising!
In Ticket Template - limit Contact Name to Agent who is logged in
We want to limit the Contact Name field to the name of the Agent who is creating the ticket (the agent who is logged in). We have had issues with Agents opening tickets under other Agent's names and we'd like to create this restriction to solve that problem. Presently it is a drop down field with all of the agents listed.
How to Make user login automatically by using credentials from another source
Hey, I have a SaaS based product, We have hundreds of users using our solutions. Here is scenario where I need help? I would like my users to create from tickets directly from my software page. I would like them to check previous tickets logged by them. Important point is, I don't want them to create a new username and password for DESK, I would like to use my software User Credentials to allow them login and create/ check tickets. How do i achieve above scenario?
How to change community display name
How would i change the display name in for me in the community? It currently shows as "jplant01 " i would like this to say something else?
Notifications, pop-ups and reminders
im totally new to this, and im setting up Zoho desk with a few Test Tickets. i am setting up reminders. some are a day Before the due date, some are ON a specific day and time. all the reminders have come and gone without any notifications. no pop-up. however, i DID get an email reminder, (the "day-before" one) but still no pop-up within Zoho. (and as a side-topic, id like to change where the reminder email goes too, and i dont know how) i also added a Test reminder to the Activities Tab at
Macros and workflow conflict
I set up a workflow and a macro with the following contents: - Workflow: If certain fields are not filled in, the ticket status will be changed from Close to Open - Macro: Update status to Close When I apply the Macro, the ticket is changed to Close even though the fields specified in the workflow are still empty. No further workflow was applied to turn it back to Open. How to set up so that agent cannot close the ticket when there some fields are not filled? Thank you!
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