Customer requesting way to export information on all their submitted tickets.
Hello, I have a large client who is requesting a way to export data on tickets they have submitted to our support portal for their own internal tracking purposes. This request is becoming more a requirement, and I am looking for a sustainable solution. Ideally, this would be something they could do themselves, without having to submit a request for us to do it for them or pull the data and send it to them. Thanks, -Joe
Help Desk Permissions -- not working?
I've set my Help Desk access permissions to all toggled off (open access) and yet users are still be asked to sign up/in when visiting the help desk. Is this expected behavior?
Zoho Support - Best Practices - Ticket Queue & Response Time
Everyday, our customers send requests - they either ask questions (how to's, customization, UI suggestions, etc) or report a problem about our products/services. It is highly important that we attend to such requests based on the "time left queue" and the "importance of the request". When I say "importance of the request", I mean any emergency request that require immediate attention. A patient suffering from cardiac arrest must be treated first than attending to a patient who got of his bones fractured.
Google/Microsoft Third-Party IDP Sign In on Help Center
Any update on the availability or implementation of using third-party sign in IDP providers for the Help Centers? Other Zoho competitors with similar customer-facing portals have easy to use sign-in with Google, not to mention Zoho's agent interface. It would be great if customers could log into our support sites with Google Credentials, etc basically whatever Zoho offers to sign in (https://accounts.zoho.com) - as well as having the hosting organization (us - Zoho's customer) change what their
How do you test a new blueprint whilst you already have an active blueprint in place
On reporting this as a ticket I've been told you can only have one active blueprint per department. If that is the case how can you test a new blueprint without de-activating your current live blueprint?
Email Notifications are not sent to specific agent even though they are associated to that department
Hi, We have an agent who has admin access and is associated to multiple departments. We have enabled notification via email to all department members when ever a new ticket is added/created to that department. However, all user gets the notification email except one user. Not sure why. Please guide on resolving the same. Suggest if you need any further information
Creation of contact group with multiple contacts as its members in zoho desk.
HI, We are using zoho desk as our internal ticketing system. So, members (contacts) will raise ticket from their own customer portal login. For every 10 members, there will be a team leader who is also a contact and would like to see all the tickets raised by their team in one place. So, if person A is team lead, and Person B&C&D are team members, if we create a group and add these 4 people in that group, enable A as head, A can see all tickets raised by A,B,C&D under my tickets option in customer
Contracts
Hi, Can we have exposure of the contracts module in settings like macros and Zoho Flow? Currently there is no way to get information on contracts and do anything with it.
Are there any options to better separate fields and/or sections in Help Centre?
Hello all, I have my Help Center ticket form broken up in to 3 separate sections, but they don't really look like separate sections on the form. The form is laid out with the section titles, field titles, and field choices all left justified, with no way to change whether fields should be displayed side by side, above and below each other, indented etc. The problem is exacerbated when more fields are made visible with Layout Rules, as it becomes even more convoluted for the customer. Don't get me
Webhook Priority based
Hello, We want to create a webhook based on the priority of a case. In example, if a customer creates a ticket with "high Priority", execute a webhook. We was looking into the documentation, but we only see that you can execute when a ticket is open, not with conditions. How can we do that? I was thinking with a blueprint, but I can not find the option. Thank you Regards, Daniel
Showing tickets from all departments for super admin
Hi! We have been working with Desk for half a year now - we have several internal departments and one for our customers. One of those internal departments is Zoho One related and our employees can send there their issues with Zoho. Very often our employees need help and ask to check a specific ticket from their department so I have to assign that department to my account, check the issue and then unassign the department. It's quite annoying after some time so could you check whether there is a possibility
Removing underline from Hyperlink
Hi, I'm trying to send a message using Zoho desk and I want the whole message to link to a different page. I can do it however when I do, the whole message is underlined and clicking on the Underline symbol to remove the line is impossible. Is there a way to remove the underline? Thanks
Ticket data view
In Zoho desk can anyone tell me how to expand the ticket data once a ticket has been opened, so all of the information is readable! I want to read the client responses whilst replying to the ticket.
Images missing, in tickets, on customer facing end
Images do not show at all on customer facing site: Image SRC shows as (incorrect): "/portal/mail/ImageDisplayZSupport?supzgid=1588ac18de7965a4a48d23f14fc053d4&na=1156310000000002002&nmsgId=1578324382286000001&f=1.png&mode=inline&cid=0.28873910240.7326964232281928898.16f7b76d00e__inline__img__src&" However they show find on admin facing site: Image SRC shows as (correct): "https://desk.zoho.eu/mail/ImageDisplayZSupport?supzgid=1588ac18de7965a4a48d23f14fc053d4&na=1156310000000002002&nmsgId=1578324382286000001&f=1.png&mode=inline&cid=0.28873910240.7326964232281928898.16f7b76d00e__inline__img__src&"
Blueprint bottom bar not appearing, 'Unable to process your request'
Hi, We have Blueprints set up to help workflow, and to move tickets I use the blue bar on the bottom to follow the process but it isn't loading and instead I'm getting the 'Unable to process your request' error. Please help? I can't move tickets to Open, On Hold etc without it. Kat
Customer Portal Registration - unable to set pswd after accepting invite
Hi There, I'm in the process of setting up our customer portal and testing customer registration. The scenario is the customer registering directly from our portal site, the welcome invite comes through, clicking on 'accept invite' takes you back to the portal where you're asked to create a pswd. Problem is after entering what you want for a pswd, clicking the 'Register' button does nothing. Nothing happens...nothing loads in the browser. When I pull the customer up in Desk it shows they've
Custom View Filter Criteria - Ticket Body
Hi, is there a way to filter emails into a view based on the content of the email. I have tried using description but it doesn't work for me (I was expecting to be able to pickup certain text strings within the ticket body). The reason I need this is because i get 100s of spam emails each month. Each time from a different spam sender email address/domain. But each spam email contains very similar content that I would like to detect and use to filter (many spam emails contain a bit.ly hyperlink for
customers can´t log in as new customers in Zoho desk clients portal
Hi we have a clients portal with Zoho desk, and when customers try to log in as new users, they received the confirmation email but when they are redirected from their email to the clients portal in order to write the password and finish the process, they wirte the password BUT THEN the "registry button" doesn´t work and they can´t not register please any suggestion best regards
Desk and CRM 2way integration
Hi, I have set up Zoho Desk and CRM integration. But there aren't all CRM contacts on the Desk. Could you help me please? Thanks
XCODE ZOHO SDK Framework Integration Error
Hi team, We are getting the following error to integrate ZOHO Portal SDK. Kindly check and let me know the solution to integrate Zoho SDk in Swift 4.2. Module compiled with Swift 5.1.2 cannot be imported by the Swift 5.1 compiler: /Users/parthi/Downloads/ZohoDesk-PortalSDK-Sample-apps-iOS-master 2/native/ZDPortalSDKDemo/Pods/ZohoDeskPortalSDK/native/ZohoDeskPortalSDK.framework/Modules/ZohoDeskPortalSDK.swiftmodule/x86_64-apple-ios-simulator.swiftmodule
Decline approval or Cancel approver
We use the Approver option regularly in our support operations. This has worked well in the past, but we've run into an issue as of late. Recently we've seen where an agent is tagged as an approver, but that agent is either out of the office or unable to act on the approval that day. While we do our best to not tag someone who is out as an approver, there have been times where the user leaves the office without notice and they are then tagged. In these instances, we would like an ability to either
email reply stay with original agent and not create new ticket
How do we set email replys stay with original agent and not create new ticket
"Receiving a new ticket" and "Receipt of ticket reply" not working for Contact Notifications
Hi, Customers are not receiving an e-mail notification when they submit new tickets, nor a receipt when they submit a reply. In the Notifications Rules, I made sure "Receiving a new ticket" and "Receipt of ticket reply" are both enabled. "Receiving a new ticket" was previously enabled and "Receipt of ticket reply" was initially disabled. The "Closing a ticket" is working, customers are receiving this e-mail when a ticket is closed. I made sure the "From" address in the e-mail template form is selected.
Unable to Process Your Request: Field Customization
Why will it not let me customize these fields.
Sync Contact between CRM and Desk / Support
Hello, I have set up Zoho Desk and CRM integration. I have the ZSC key correct. Zoho Desk is adding to the CRM but Desk is not pulling in CRM accounts so Desk is only adding to CRM. I have over 900 accounts in the CRM and only three are showing in Desk and these were added by an agent. Two way sync shows Desk to CRM but no CRM to Desk activity. Any assistance would be greatly appreciated. As an aside, I waited for 47 minutes on the support line as "caller number one", not sure if that is normal,
Make Ticket Information a required field when replying or closing a ticket
We are setting up our Ticketing system and we wanted to make ticket information such as category and sub category to be a required field before an agent can reply back or close the ticket.
Domain Mapping and SSL Certs
Just for clarification, if I want to use domain mapping such that the cname I setup on my server as support.mydomain.com maps to https://support.zoho.com/support/mydomain ... I need to purchase an SSL Cert through you and have you install it on your server? Is that correct?
Zoho Desk: Much needed feature
I almost can't believe this isn't a feature as it works on all other ticket systems we've used. In Zoho Desk, if we raise a ticket for a customer and attach a file, an email is sent to the user, but no attachment is sent. This is really quite simple and surely it must be popular. The only option given to us by Zoho is to 1) Create the ticket then 2) reply to the ticket with the attachment. Example use case: Sending a design for approval to a customer.
List View Customize Fields
Hi, is it possible to customize and add more fields to be displayed in the List View? Something like this:
Ability to move Knowledge Base Articles between departments
Hello, It would be great to move Knowledge Base articles to different departments. We have 3 departments and over time their responsibilities can change. It would be nice if I could move an Knowledge Base article that contains the how to do something to the right department.
Zoho Desk SDK for Mobile
I need to integrate Chat from zoho desk with my android mobile App is this possible?
Knowledge Base - Can you tailor it to a specific client
Our small firm is in the process of moving to Zoho for PM purposes. As part of the move we are exploring the features of Zoho Desk. We are a re-seller and implementer of accounting software. Our clients are in diverse industries and the software can be customized in millions of ways. As a result, even clients in the same industry may need separate instructions on how to perform a certain task. Is there a way to tailor the knowledge base for a particular set of client users? For example,
Automated Escalation Emails
Hi there, I keep receiving simultaneous escalation alerts about tickets via email even though they are closed. I am receiving them every day. Can somebody please tell me why this is happening? It is really annoying and is clogging up my emails. Thank you in advance. Daniel.
Integrate with FTP Server
I made a similar post in the Desk Api forum but thought this part of the community might prompt more discussion... We require links on our Desk Portal to a secure FTP server for customers to download products, project files and documentation. There will also be a link to our FTP server where they can upload files. None of this data can be email attachments. Customers will login to our Desk Portal using credentials established through the normal Desk "new user" signup process. Then besides being able
Stop displaying ticket number in reply
Hello, I tried contacting support several times but I didnt have much luck, the thing is, I am starting to use zoho desk but I want to choose in which department I get the ticket numbers displayed and in which department I stop putting them there whenever I make a reply. The thing is that when I reply in the subject it displays Re:[## 166 ##] (No Subject) where [## 166 ##] is the ticket number, and I want it to display it like Re:(No Subject). I will be waiting for your response. Best regards!
All Contacts information in Zoho Desk from Custom field.
When I search contact name in Desk it populate all the RECORD automatically by lookup, Is there any solution from custom field that maps all the fields just like happens in contact name.
How do we display knowledge base categories directly.
Hey, We tried to add asap widget to our platform, where in when users click on knowledge base they get to see the product as a category when we click on it then it shows all other categories listed. Sample could be found on dev.goldensherpa.com Looking forward for help.
Tickets & Calendar
Hello, Is there a way to show your tickets and date / time sync with a calendar?
Blueprint - Auto Transition
Is it just me, or it seems that the option to "Auto Transition" has disappeared from the create transition in between states in blueprint. We used to be able to use this just two weeks ago, but we cannot seem to find it last week. We even still have it on an existing blueprint. Any ideas how I can create autotransition?
Make Help Center articles visible to the right people
We are using our help center to support customers and partners. Our partners support our customers worldwide. All are registered users and have to logon to our help portal to raise a ticket and see knowledge articles. Some articles however, should only be visible to our partners, not to our customers. We rather do not make our partners agents in our system. Our current solution is to give a clear warning at the top of a partner article that this article is meant for partners and that customers should
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