I can't print the entire ticket (Using Printer for Zoho Desk)
Hi everyone, i have a problem with Zoho Desk. I need print the entire ticket, for that i installed "Printer ticket for Zoho Desk". It's works, but! does printer the images that are in the tickets. Look this... Anyone knows how to resolve that? Thanks.
How do I Turn off Word Verification or Captcha
I am currently using this for an internal support form so I am not interested in using the Word Verification. How can I turn off word verification?
Zoho Desk / Zoho Subscriptions Integration
Please confirm that the integration between Zoho Desk and Zoho Subscriptions is merely informational - that it provides Zoho Desk Agents subscriptions information WITHOUT any ability to change any data in zoho subscriptions. Is that correct?
Insight into customer portal activity
It would be helpful to gain insight into how our users are accessing the customer portal and how often. On a basic level I would like to see by contact the last login date. Otherwise, I have no idea if my users are even able to log on unless they send me an email or give me a call.
Include Request for Approval in Workflow or Macro
Is it possible to include a Request for Approval in a workflow or macro?
WhatsApp?
Hi Many of my clients are turning to WhatsApp as their main way of communicating with me, especially for urgent issues. I can't force them to use email. I am having a hard time managing support SLA and time sheets when so many communications happen outside of Desk. Any ideas how to get WhatsApp chats into Zoho Desk, connected to the correct contact? Thanks Brendon
Autochange department on specific tickets
Greetings, Is there any way to auto change a department on an incoming (specific) ticket? Because of having 2 departments a lot of our customers send the emails to the wrong email address. Is there anyway to automatically do something about this?
Tickets do not open when a new user sends us an email.
Good,
Can you help us?
Tickets do not open when a new user sends us an email.
When the person sending the email is a previous user if the ticket is created.
Thank you.
Invoicing Accounts for time logged in Zoho Desk by Agents
I am trying to work out the best means for invoicing my client accounts for the time spent by agents in servicing tickets logged in Zoho Desk. In the reports there is not even a report available to show time spent by account on each ticket with the details of the type of support provided. If it is possible to invoice, which of the Zoho apps is able to pick up on the Desk timesheet entries? I would also want to be able to pick up any tasks assigned to an agent that they work on. Is it possible to
How can i duplicate ticket ?
Sometimes i need duplicate ticket, after edit this for another client or other point.
Departments vs. Teams in Zoho Desk
Anyone have advice on whether or not to set up Zoho Desk using Departments or Teams or both? We are currently using Help Scout and are migrating to Zoho Desk. We are a small organization with two Customer Service agents(main email address info@...), a Marketing Director (has a separate email address), a Process Manager (uses info@... and a CS agent assigns) in addition to the two owners (have separate email addresses). Currently, we have Help Scout set up where everyone has access to all tickets
DESK - After-Transition Alerts have quit working
I have a Desk Blueprint and had it functional sending After-Transition alerts by email. However it has ceased to perform after-transition alerts. In the history, when I expand the info I get the message "No actions, alerts, or messages configured for this transition" There are alerts configured, but they are not working. See screenshots for "1 - Request Accepted" transition After-transition alerts are established but not working Any help or thoughts???
A Bucket of Enhancements for the Customer Support Portal
We are happy to roll out a set of enhancements for your Customer Support Portal in Zoho Support. From now on, you can allow your customers to view their organization tickets, customize the portal invitation and specify the default language for your customer portal. View Organization Requests from Customer Portal All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others
ZOHO DESK - ITALIAN LANGUAGE
Hi, i'm trying ZOHO DESK. I setup italian language for backend area but i'm unable to set up Italian Language for Customer Portal. How can i set up it?
Escalating Tickets
How can I escalate a ticket that I have submitted. I have two tickets, one which has been outstanding for two months, which are not being resolved. It would be helpful if I could escalate a ticket that is not being resolved. Very frustrating and poor customer service.
BCC that stays
Hello, I lose clients as Zoho Desk does not allow me, as a superviser, to be well informed on the convesations I need. It requires a lot of efforts to build a good support team as well as good support methodology. The key issue is the constant control over the conversations between support agents and clients that requires correcting the behavior. Now Zoho Desk allows to respond to client requests. However Zoho Desk is weak in allowing to manage support process because it doesn't allow a manager to
Importing a word document
The word document that I import always seems to get misaligned or gets distorted in some way when trying to upload to knowledge base. Is there any way of doing it correctly ?
"Advanced Ticket Filters for Zoho Desk" : Add the "Status Type" field as a filter
This field is normally not a direct field on the ticket layout. The ticket statuses are additionally defined as "Open", "On Hold" and "Closed" in the "Ticket Status" settings menu. The first iteration of this extension did also include these "Status Type" values in the "Status" filter options. Please add the "Status Type" field as an additional filter into the filter options.
Authtoken Generation in Zoho Desk
Namaskaram, Check this link for knowing to generate Authtoken for Zoho Desk using 'browser mode'. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
ASAP Add-on unusable when Knowledge Base articles have Display Permission set to "Registered Users Only"
While the ASAP Add-on is a BRILLIANT concept, in practice there are limitations that are extremely frustrating We are currently migrating from Freshdesk to Zoho desk in the hopes of truly running our entire business on Zoho. A big part of the reason for transitioning was Zoho ASAP add-on The problem is that our entire knowledge base is private - meaning that only Registered users have access to it. We do not wish to make it public or expose it on the internet for anyone to view due to the confidential
Ticket Template - Send Email To Customer
Hello Is there a way to send an email to the customer which contains the Description set up within a Ticket Template? We have set one up and the Ticket Template populates the relevant fields and adds in the description text however the customer only gets the "Acknowledge Contact when a new Ticket is received" email with no description included. TIA
Can I get the average ticket reply time from Reports Overview in another dashboard?
I have a set of metrics I need to get every week and they are not all in one place in Desk. I'm trying to create a dashboard that will have all of the metrics I need. Average first response and Average Resolution time are 2 of the metrics I need and they are in the Average Ticket Reply Time section of the Reports Overview. Is there a way to get that data in a dashboard without having to create a new report?
Chat to ASAP Form
Hello, I'm attempting to add the chat feature to the ASAP web form and it's grayed out. How do I add it? Thanks,
New Users cannot sign up on the customer portal
Hello Support, I received a complaint from my customer that the support portal will not send the verification email after signing up.. they have tried different emails and i have also.. Please can you advise where to go and fix this. Regards
活動に通話があるのに、タスクのタテゴリーのデフォルトにCallがあるのはなぜでしょう？
タイトルのとおりですが、活動に通話があるのに、タスクのタテゴリーのデフォルトに電話があるのはなぜでしょうか？ 設計上の不整合な気がしてなりません。 活動に通話があとで作られたなら、タスクのカテゴリーにCallは削除すべきではないのでしょうか？ タスクでCallというのはどのようなユースケースを考えているのでしょうか？
Hi, is there still no way to export the email body in tickets?
Hi, When using the report function to export tickets, the body of the email never carries over. I read a thread stating the functionality was coming soon. Is this possible yet? Thanks
Sub Category Default not working.
Under Settings (Cog Wheel) > Layouts and Fields > Layouts I have Category and Sub Category marked as required. In Category, I have created a category called other and marked as default. When new tickets are created, they automatically get assigned the category "-None-" I forget if I created that or now. Under Sub Category I have created a (sub) category called "Other" and have marked it as default. The problem I am having is that when I select my (main) category, the sub category is defaulting to
Is Helpcenter multilingual? Same helpcenter-article in several languages?
We are thinking about usage of Zoho Desk and tested it. We like it very much. Our main language is English, but we need also a German version of the articles. Is there a possibility to manage the same article in two or more languages?
Is it possible to append information about the ticket to the email subject
Hi When our staff are using Zoho Desk and reply to a support ticket, is there anyway to append or prepend fields from the ticket properties onto the end of the email subject that is sent. As an example can we add the category to the end or start of the subject.
How can I transport a note from one ticket to another ticket within same contact?
Hey guys, Is it possible (and if so - how to do it) to have a field in the ticket where once data are entered - the very same data will be available for other agents in different tickets made by the same contact? So the scenario is that when one agent leaves a note in the ticket in this column when editing the ticket: place for some informationanother Agent when answering to another ticket from the same Contact will see the information. And that information will be visible for each ticket of this
Enhancement / features
1. Custom view of Draft/ed Tickets. 2. Custom view of "failed replies" (i.e. tickets where reply was not sent because of any technical reason.) 3. Important: In case of breach of "State-level SLA", there should be option to: a. Update global SLA (as violated). b. Option to update fields values. c. Option to escalate ticket. d. Preparing reports based on “State-level SLA” 4. Important - Option to paste images in “Description” field, while creating a new ticket
Customer Self Service Portal Invitation Registration button not working in IE7
We had a customer contact us after they received the invitation to join our portal and she said the registration button did not work in IE7. How do I help her and how can we get this fixed for other users? Thanks! Jody
Disabling Email Template: Acknowledge contact on receiving a new ticket
Hi Everyone! Depending on how you use Zoho Desk, it may or may not be necessary to have an email sent at the time of ticket creation to the contact/customer. However, I'm not seeing a way to disable that ability nor to disable the email from notifying when a ticket has been completed. Has anyone encountered this or found a way to deactivate?
Añadir campo Facturación en una plantilla de correo
Hola, me gustaría saber como podriamos hacer para en una plantilla de correo meter el campo de si se factura o no, para que de esta manera cuando nos llegue el aviso al correo con una plantilla que tenemos creada veamos de un vistazo rápido si esa incidencia es a Facturar Si o No. Ahora lo podemos ver por qué añadimos un campo personalizado y sacamos la variable de ese campo pero no encuentro como sacar el valor del campo ya creado en Desk Billing o not billing. Gracias. Saludos.
Dashboard component that shows the number of tickets open more than 7 days
I'm trying to create a dashboard that contains all of my metrics that I need to report to my boss. One of those metrics is the number of open tickets more than 7 days old. I can get a component that lists all the tickets but I haven't been able to find one that just shows me the number. I've created a custom report but I have to run it 4 times to cover the 4 years of Desk tickets we have (users often reopen old tickets instead of creating new ones). Is there a component that will do this?
Searching in the knowledgebase
Searching in the knowledgebase is not working correctly. You need to search twice to get the correct results. Please see video. https://www.dropbox.com/s/73ya1sl0vcr12ko/searching.MP4?dl=0
Assign Agent who forwarded email
I want to design a workflow where any time an email is forward to Zoho Desk, the ticket is automatically assigned to the agent who forwarded the email. I can accomplish this ONE workflow for each AGENT, but I am limited in the number of workflows I can write. I want one workflow that says "automatically assign the new ticket to the agent who created the ticket by forwarding their email." thank you
Zoho Desk Domain Mapping not working
Hi Support, I have done all the steps as per the domain mapping but I was getting 403 Error. I removed the DNS, reset and redid the setup but its still not working. Error Not FoundThe requested document was not found on this server. https://support.arubaitoindia.com/ is going to my hosting site and not to Zoho Desk. Please assist
Recurring Tasks
I would like the ability in Zoho Support to create recurring tasks. For instance, I'd like to be able to assign a task to an agent to perform a maintenance function on a monthly basis.
Agent name not shown for SMTP forwarding
I have SMTP forwarding enabled for Zoho Desk through Office 365. When replying to a ticket, the agent name does not appear. Instead, the default name of the email account is shown. The agent name does appear when sending an email from a Zoho Desk support email address without going through my external SMTP address. The setting for "Show agent name in ticket replies sent to customers" is turned on. Is there a setting that needs to be changed either in Zoho Desk or Office 365 to make the agent name
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