"Submit Ticket" Page Not Showing
I am trying to edit CSS and add widgets to my pages but the "Submit Ticket" page won't show in the list. All I see is "Home" and "Knowledge Base". How can I make changes to this page??
Multi-department Permissions in Desk
Hi, I have several techncians belonging to Department A that would need to be granted access permission on Department B. Technicians in Department B do not need permission on Department A. I have tried setting users on Department A also Department B. This has the problem that, when a ticket is created on Department B, they are also notified by email. So are the admins, and we have had to disable the notifications. I have tried enabling the Multi-department Permissions this does not permit a user
Zoho Desk - Jira Mapping
Hi Zoho Support, I would like to know if there is a way to map the Zoho Desk Priority to Jira ? Priority
Favicon doesn't show
I added a new icon to the site, but nothing is showed. Can you help me? Sorry for my bad english
Translate Zoho Desk
Inside of portal is translated but I don't achive translate the view of client. How can I to do this?
Reply to ticket includes all old responses ending up with a confusing and ugly reply
Hello, Is it possible to make it so that when i click reply on a ticket that it does not include the customers answer to the ticket but ONLY my reply ?
Alerts/Rules question about automated responses after a brief period of time
Our requirement is this: We currently create Zoho Desk tickets upon receipt of emails to our support address. Each ticket is automatically assigned to an Agent upon receipt. If after 20 minutes of creation the Agent has not yet replied to a ticket, we want to send out an automated email assuring the customer that the ticket is assigned to a named Agent, and that it is being actively worked on by a human, and that they will receive an update as soon as possible. In order to do this I created a new
How can we set up password creation prompt during agent invite?
Hi, Our support center have recently started using Zoho Desk and I've been faced with issues about setting up a password, and using the Forgot password option. On the invitation link provided to the agents upon creation of their account, they are immediately logged in to the system without having to set up a password, and going to Zoho Accounts to change password requires the current one which they don't have. So best I can advise them is to use the Forgot Password option. However, agents have been
How do I link an article in another article?
Within the knowledgeable, there is a place to link: When opened: However, no matter what key words I enter, even if I enter the exact title of the article, nothing populated: It always says "No matching article found". This is the exact title of the published article within the same department, in the same desk application of KB. Is this not the functionality of this feature? If that is the case, what is the functionality of this feature? If this is the intended functionality, how do I get it to
Custom function to save a draft based on an email template
Hi everyone, I have a question about custom functions. Situation: there is a transition in a blueprint on Zoho Desk where an user has to send a reply to a ticket based on an email template that must be slightly modified each time for each customer. Problem: since the email must be modified it can't be set up as an automated email in an Alert in the "After" phase of the transition. At the moment the user must select the reply option, find and select the right template, edit it and finally complete
Adding a ticket on behalf of a client while not exposing it to the client
Hi all, I have a scenario I wish to resolve here. We're using Zoho Desk and Zoho CRM, all nice and synced. When a new client is signing (we're a B2B SAAS), we will open their account in Zoho CRM, and start the integration phase. Here is what we wish to have: 1) Once the client's account is up and running, we wish to start the integration 2) During the integration, we wish to have dedicated tickets in Zoho Desk, under the client's account, but - without letting the client see or have any notifications
Email Notification to Account Owner when Ticket Opened
Hello, I'm trying to send an email alert to the Account Owner in CRM when there is an opened or modified ticket regarding their customer in Desk. When I try to create a rule for email notifications when a case is created or edited, I cannot find the condition for cases matching the Account Owner is "user name". There are many other fields such as Case Owner, but I need the account owner to receive an email. Looking for guidance. Thanks.
Reset - Zoho desk
Dear We would like to reset out zoho desk instance and re-building as new implementation thus is possible..
Exported CSV detail is off from headers
I am exporting my data from Zoho desk using a view. The headers is row 1 match with all of the detail except for the last row. it looks like there is 1 header record missing causing the detail to be off by 1 column. How can I determine what is causing this?
From Adress is displaying on behalf information
Hello, I have a problem to set "from" address for e-mails sent form zoho desk - it always showing "on behalf" information like: support=mydomain@eu-service.mailer.zohosupport.com; on behalf; Helpdesk IT <helpdesk@mydomain> What I did: -set "from" adres using my own SMTP server and verified e-mail adres (heldpesk@mydomain) -enabled the address -assigned the address to appropriate department -changed "from adres" on templates and enabled them Still all communication (including automatic reply) is
File an issue in JIRA fails with 'Something went awry in the issue's property fields'
Hi We are in the process of migrating to Zoho from another solution provider. The issue we have is with the Jira integration. Whilst we are able to connect we keep getting the error: Something went awry in the issue's property fields. We do have a couple of Jira Mandatory Fields that don't appear on the Zoho Create an Issue dialog. These are 'Original Estimate' and 'Remaining Estimate'. As such I believe these to be the root cause, however I cannot see a way of creating these fields. Regards Adrian
Attaching File or linking ZohoWriter doc link to Desk Ticket Templates
We currently use CRM and are exploring adding Desk. We have MSWord and ZohoWriter form fillable docs that contain a specific series of tasks that must be completed for specific support cases. These tasks then must be reviewed and signed off by QA/QC. Can specific MSWord attachments be added to Ticket Templates so they are immediately available for edit once a template is selected? Can a ZohoWriter link be added to a Ticket Template so that a form fillable doc is available to the ticket once the
Auto attach files in tickets
Dear, Appologies in advance if this question has been answered already but i could not find the right answer myself. I'm new to ZOHO desk and i'm trying to set up a standard email template to reply with to certain tickets. I've managed to setup the email template however i want the email to auto include an attached file, is this possible? In short i want to be able to (manually trigger) a standard email with attachment to send as reply to a recipient. Any help would be greatly appreciated. Thank
Suggestion: Auto Tag/Label/Assign new Requests learning from already closed Requests
Suggestion : Auto-labeling the requests or even auto-assigning the request will save lot of time and increase productivity Labels and assignee of new requests can be predicted from already closed requests.This can be achieved using machine learning. The output might not be full proof and it would result in some faulty predictions. In that case the assignee can change the status to unassigned. This would really solve much time in large teams where many team member needs to go through all the requests
New Agent does not receive invitation
Hi I added a new agent with a email that is working fine, but in the Zoho Desk the email invitation does not is arriving. I sent the invitating more than 10 times and nothing, the message informes that is ok, do not apear any error. There are any other way to activate the agent ? Thanks
Zoho Desk - Reports of a customer with time spent.
Hi I am trying to generate reports for one of our customer. I need to show information of time spent in each ticket and other required fields. I know how to do the report, but I don´t want to see all the details of the time entries, I need only the main detail of the ticket, with the sum of the total time spent in specifics tickets. I spent hours trying to fix the report, but I didn´t find the way. Sorry for my bad English, I attach a print so you could understand my require. Thanks. David.
Pasting screenshot/image to a Public/Private Comment
Can you add the ability to allow us to paste a screenshot/image into a private or public comment? I know we can upload them to a ticket Reply but it doesn't give us that same option for a comment.
Product name not displayed under a department
Hi, I have added a product under a department. But in help center, that particular drop down is not coming under that department.
End users to agree to terms of use or support policy before activation
I'd like to see Desk offer a feature where when an end user is invited, Before they get to the page to set their password, They should be forced to agree to the support policy or terms of use of my company. Hope to see this in the near future
Creating new ticket by reply email
Hi, I don't want to tell support@xxx.zohosupport.com to my customers. So I add the support mail address in Bcc field when I replied to the new ticket request. It seems work fine, the new ticket is creating by my reply. But the Zoho desk think I am the customer. So contact shows my information, not customer's information. I'd like to see the customer's contact in the contact field in the ticket How can I fix this?
I cannot see all the cases of all the departments.
Hi community, I have the following problem: The option to see the tickets of all the departments is not working. I attach video. I hope you can help me. Thank you.
printing a zoho support ticket should be as simple as printing zoho email
looking for a way to print a ticket, much like we would be able to print the email if it were still in zoho email. don't tell us to just print the page, because we don't want the UI printed. we just want the email printed. for that matter, there are going to be occasions where we need to see the email header of a ticket. so how do i view a ticket's email header? thanks in advance.
Email from agent not coming from the client
We have been using Zoho desk for a while and when an agent forwarded a mail from a client to the helpdesk, it always came from the client, not the agent. Yesterday something changed and now the emails are coming from the agent instead. No settings have been changed. Create tickets on behalf of the sender while forwarding emails is turned on and we have never had to put #original_sender {sender_email} into the body of the email to get that to work. Please help as this is really frustrating as we
About Closed Tickets
Hello. for Closed Tickets; Is there any way to hide from agents? I want to hide closed tickets from agents screens.
Chat Button missing from portal
I Enbaled the Chat feature and the "Enable float button in Help Center" is checked, but the chat window doesn't appear in the Help Center. I looked through the KB article for settings up chat, and I don't see why it isn't showing up. I am using Chrome browser. Does anyone have any ideas on this? Thanks
Auditing the Account Name field
Hi. I really need to check who changes values in "Account Name" field - is it achievable somehow?
Is there a way to edit the sectiong between the header and footer in the helpdesk user portal
We are wanting to edit the ticket submission portal so that either the ticket submission button is higher up on the page instead of the bottom, or edit the text of "Search our knowledge base or submit a ticket.earch our knowledge base or submit a ticket." Is there a way to edit this, or is that limited to the header and footer?
See All Cases
How do I see all cases in Zoho Desk? This link says to talk to my admin..I am the admin!! https://desk.zoho.com/support/businesshangouts/ShowHomePage.do#Cases
How to quote text in the message composer
Hello Zoho, What is the way to insert a quote into the message when an agent composes the reply to the client request? Now we have to do it manually and it is not very efficient neither from time perspective nor from the style. Is there a way to make quotes like this? Regards, Andrey
Zoho Desk Domain Mapping Failed
I was following your instructions for domain mapping in desk.zoho.com but something failed after the cname verification. When cname was verfied the desk.zoho changed its url to support.collegeon.com/... but is not reacheable, so i remove the cname from the DNS of the domain and now desk.zoho still redirecting to my subdomain and is not reacheable i would like to disable domain mapping to continue using your url until i resolve the situation with dns.
CRM & Desk integration
Hello, I have Integrated Our Zoho CRM with Zoho Desk and now trying to sync Accounts & Contacts. The Accounts synced successfully, but the contacts did not. Hope you can help. Thank you in advance, Natalie
How to Limit The Creation of Tickets per Account in Help Center - Zoho Desk
Hello! We are needing to limit the creation of tickets per account for our users, but we cannot find a way to do it. My question is whether there is a way to set this limit. Thanks!
We can't access Zoho Desk suddenly
Dear Technical Support Engineer, We have been using Zoho Desk Free plan. But there was a following message and we became to be not able to access it suddenly. message: The trial period has expired. To continue using Zoho CRM Plus, please contact the administrator (xxxx@xxxx.co.jp). We were able to access few minutes ago. And before this issue appeared, we didn't get any message. What should we do for using Zoho desk free plan as usual? Could you please let us know? We appreciate your cooperation.
Is it possible to create prompts when closing a ticket?
Hi, We've been using Zoho for a while and we're wondering if this ticket has had any updates. Setting up a workflow would really be a non ideal fix to this issue as it would be incredibly annoying and probably wouldn't give us particularly accurate analytics. Cheers.
SSL certificate error
I am new to Zoho Assist, but I'm trying to link our new Zoho helpdesk to our domain via the subdomain https://support.vinteractive.com It appears the CNAME change we implemented is working, but we're getting an SSL error that looks like this: *********************************** Warning: Potential Security Risk Ahead Firefox detected a potential security threat and did not continue to support.vinteractive.com. If you visit this site, attackers could try to steal information like your passwords, emails,
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