Enduser cant create account, neither can we for them.
Hello community, When a user tries to create an account on zohodesk, the request is rejected and an error is produced stating to try again. When we try to create an account for the end user internally, we get the following 'some error has occurred', screenshot attached. The helpful error message is very helpful..... What can be done about this, is the users domain somehow blacklisted by zoho? I cannot share the users details but the domain they are using is hughes.net
Escalation
Greetings, When I use an SLA rule and a ticket gets escalated, how can I make the status change to something else (for example escalated)? Bare in mind that I want a ticket that hasnt been replied by a agent to escalate and not all tickets.
SLA Setup across multiple offices
HI we are looking at changing our current support system as the whole SLA / company hours is not very flexible. Currently we offer UK support to our UK customer, US support to our US customer and UAE support to our UAE customers over the different timezone, excluding holidays. We now have a requirement to offer some of our customer extended support which means that they can get support from any of the 3 offices based on that timezone excluding the regional holidays. Example ticket gets raised on
Ticket Closure
Greetings, How could I use 2 types of email templates for ticket closures? For example I need a type "A" email template for tickets closed by agents and a type "B" email template for tickets closed automatically after no response. And how could I put these in to a Supervisor Rule? These are for alerting the contact (the ticket creator).
Desk don't send message proprely. the customer receive a message from an address with "via desk-mailer.zohodesk.eu"
Hello, I don't resolve the following problem. I have a department address configured : helpdesk@domain.com This address is also configured in From address Everything works well except when Zoho responds to a new message arrived by mail or for agent notifications or customer portal invitation. On the over hand, the mails sent by the agent after ticket is opened arrived with correct smtp header ! But for the client notification of new ticket for instance, the client received a mail with Company Helpdesk via desk-mailer.zohodesk.eu
Zoho Desk Custom Help Desk Fields Limit
I would like to increase the number of Custom Help Desk Fields allowed per account. With the introduction of several complex forms into Zoho Desk, and especially with the recent additional of Layout Rules, my company has quickly hit the global limit for custom fields after only 7 forms. We have plans to introduce additional departments and custom layout requests in Zoho Desk, but are limited by the current Custom Field quantities. This Knowledge Base articles states that the number of custom fields
Not able to create Ticket Templates with Professional Edition
Hi, We're trying to create Ticket Templates as part of a support contract that the organization established with a customer. I noticed we have Zoho Desk Professional Edition, which includes being able to create these templates. However, when I go to Ticket Templates, it shows a message error: "Access Denied. Your current edition does not support this feature. Upgrade now.". Why is this happening if we have Professional? Is there another requirement in the subscription to access and create Ticket
Pre-defined Date Range for the past 1 year or last 12 months
Hi, It would be nice if we can have an option to select "Last 12 months" as you have already added Previous FY and Export to CSV function. Most of us would like to know outstanding tickets logged for the last 12 months and this would be the best option instead of defining the date range manually every monthend. Thank you. Regards, Jordanne
How to get "Comment" in Help Desk to change ticket status
Currently, I have a blueprint in place that when a customer responds back to a ticket through the helpdesk using the "reply" option it changes the status from hold to open. However, if the customer responds back to the ticket using the "comment" option, it does not change the status of the ticket. How do I ensure that the status of the ticket changes no matter what response option the customer decides to use? Best regards, Sean
Customer Portal
Hello, I have a question about the customer portal, can you set it up so that users are able to see requests from other users at the same company? For example lets say I had company ABC books, could a customer portal user search all requests submitted from this company or just the ones they have submitted? Thanks, Darren
Customer Portal Sign Up
Hi, We've just started using the customer support portal and realised we don't actually know who anyone is who's signing up. When users sign up we need to know what company they are from and their phone number. Please can you add this as soon as possible. Thanks, Richard
adding company domain to zoho desk
Dear all, i am new to zoho desk.can i add my company domain to zoho desk so if one of our client send me email to my company email address can i receive it and reply from zoho desk. i am using zoho desk free version hope you will understand it. thank you
Can we give user access to one help center en not the others ?
Hello, Concerning Help Centers and user access : there is any possibility to separate users rights ? In my company, we manage many help centers (1 help center = 1 company). When I create user and I given "final user" rights to this user and so to be abble to loggin into his help center... I can't say "this user can loggin to this help center an not the others". Today, my final users can acccess to all my help center. Thanks,
Unwanted tickets
Greetings, We receive emails from advertisement companies or automatic replies from payments ext. and they all turn into open tickets. How could we delete or automatically close the tickets?
Escalating a ticket
Greetings, How could I make an open ticket with no response from any agent to escalate and alert a specific agent - manager and to be assigned to a Team or multiple agents? Thank you!
Zoho Integration with XERO - as of October 24, 2013
I've done a few queries into XERO integration and clearly there are solutions. I was hoping either some of the community could share what they used to accomplish this? otherwise, if there are vendors/developers that have current "Out of the Box" integrations solutions, I would love to hear from them. As well, Zoho support? Do you have recommended solutions for XERO integration? "approved" integrations?
Product Subcategories in Zoho Desk
Hi, I'm looking to setup subcategories in our Products in Zoho Desk, I'm imagining a directory tree structure. Main Product 1 issue 1 issue 2 issue 3 etc Main Product 2 issue 1 issue 2 issue 3 etc So if Main Product 1 is selected, only issues within Main Product 1 can be selected in the Subcategory. I've create a custom Picklist Field and added the field to the Layout. As of yet I haven't added in anything into the field, such as issue 1 etc. Is there
Users from Zoho Desk cannot create tickets from portal
I recently created my help desk using zoho desk. So i tested it creating a contact and adding as end-user. After that the user could create tickets by email or by Help center. But later, I clicked on delete that user (from settings, help center, users). And after i recreated the user with the same email again. Then I tried one more time to create a ticket from email: sucess. And as well to create a ticket from the help center: fail. I can't do it anymore. After press "send" it appears a message :The
Is there a way to make the phone pop-up moveable?
We integrated our Ring Central phone with Zoho. We like to log calls as tickets. When a call comes in, the Phone pop-up comes in Zoho so we can "add a ticket". Is there a way to make this pop-up moveable so that we can move it to a different part of the screen if we need to?
Notification settings by user/team
It would be great to have Agent and Team notifications able to be managed/set at those levels. Having it at the Department level makes it hard. Example: I have a finance team under my Operations Dept. Since Finance only gets tickets once in a while, they want to be able to receive an email notification that a ticket has been assigned to them. The only way I can do that right now would be to set it at the Department level and then multiple agents under that dept get notified every time a ticket
Is there any way to retrieve multiple records by providing their record ids?
Hi Everyone, I got stuck in retrieving multiple record details by providing multiple record ids. I need to pass in a way where multiple record ids are given as input and retrieve the details of those multiple id's. In Previous version (V1) it had List Contacts By Ids API Calls, but in current version(V2) they or not available. Reference link :https://desk.zoho.eu/DeskAPIDocument#Contacts#Contacts_ListContactsByIds so can anyone please suggest some solutions to retrieve multiple record details by
Departments in Desk
Hi - We are relatively new to Zoho. In Desk, we have multiple Departments (Depts.) with assigned Agents. Is there a permission or role that can be created or defined that will allow an Admin to view tickets, work with the Setups for varying Depts. without becoming an agent of that Dept.? Any suggestions? Assistance appreciated. Thanks.
Need GST Invoice
Since 4th July 2019 I was asking zoho team to provide us GST invoice of our order. but till date Zoho Team are not able to provide. I never faced such kind of world class pathetic service from any service provider. I never recommend ZOHO as service provider. There is no such escalation matrix to escalate your concern
Api call don`t return all list of time entries. Response limit
I am trying to get list of all time entries by account, but api call return only first 10. How i can resolve this issue? As additional information, i am using trial account mayby limit is caused therefore.
How to Setup a Scheduling module with time windows for a service fleet.
How can we Setup a Scheduling module with time windows for a service fleet, with agents and teams, and have the address for each job site synced with the CRM, and have it posted to the ticket, and have a time schedule module that will have all the info for who will be available in that time frame, and who will be in that area on the proposed schedule date, and /or team. and that shold also be synced with Zoho Calendar so the agent/user can see his/her schedule for that or any other day.
Why it gives me bad request while I'm trying to create new ticket using postman
Currently I'm trying to create a new ticket, I set the subject, departmentId and contactId the required fields and it is still give me error: 400 Bad Request. I set the orgId and Auth. Key also, I can display Tickets, but I can't create new ticket. Thank you
Any way to globally change the timezone for users/agents in the admin portal?
I see it's an option in certain Zoho products, but not in Zoho Desk. Maybe I am overlooking something somewhere though. Any ideas? We have almost all users set in PST instead of EST. Thanks
Sync bidirectionnal desk to crm doesn t work
Hi, i configure desk and crm connector from each side for sync account and contact but desk account and contact still empty. When i had it manually to test in Desk i don't have sync in crm. I don't have any problem message everything seems to be well configured. thanjs
Multi Domain Users all going to 1 Department, how to set to respective departments,
Hello all, We are new to zoho desk (paying customer), we have created multiple departments in desk with the scope that each domain has its own department, for example user@a.com emails issue should go to A Department, then user@b.com emails issue should go to B Department and so on... currently all users irrespective of thier domain go to our main department, kindly advise what needs to be done to create a rule like: if *anyone*@a.com move ticket to A Department if *anyone*@b.com move ticket to
How do I search for tickets that have not been responded to
Hi, How do I search for tickets that have not been responded to or when the last touch was customer's? Is there a way to easily visually determine from the standard views? Tried community but couldn't find a similar issue. Thanks
Phone Brige not working(License check failed. Contact Zoho Support)
./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar =============================================================================== . . REMOTE_HOME: ./.. . JAVA: /usr/bin/java . JAVA_OPTS: -Dadapter.home=./.. -Djava.util.logging.config.file=../conf/logging.properties . CLASSPATH: ./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar
Zoho Desk slow
Zoho Desk used to run fine in Chrome for me (Windows 10). I had no problems. About 2 weeks ago, it slowed down noticeably. There is a significant delay when I type and then see what I typed. When I click a button, it can take a long time to respond (up to half a minute). Before, this used to be instant. I tried opening Desk in Edge but not much better there. My co-worker indicated she has no problem, so I wonder if there is a setting that was changed or something else I can check in my configuration.
Ticket reply notification being triggered when I reply
When I reply to a ticket via email I receive the ticket reply notification. How can I make it so that I only receive ticket reply notifications when the user replies, not me?
Ticket Data Discrepancy
We are currently evaluating the Zoho Desk to fit in to our workflows. We can see this is very much straight forward to fit the features of the Desk with the processes by little modifications. We were recently trying to update the contact details, such as Phone, Email and some custom fields we have added out of need to our requirements. So according to the basic flow if a user contacts through any source a contact and a ticket is created in the desk. So basically ticket is a shared part of contact
How can I modify the email template for approving end user signups?
Hi, I need to modify the email template (attached) which is isued to Admins when a request for approving end user signups in the Help desk web is submitted. I don't know where I can find it. Thanks in advance. Sincerely,
Only Show Notifications for Current User
In Zoho Desk, Notifications pop up any time any user does anything. For our support agents, we don't want them getting these distracting browser notifications all day long. How do we change Zoho Desk so that the browser notifications only display information for the specific logged in user, and not every notification about every user?
Zoho Desk - Twilio Integration
Hello, I've set up an integration between Zoho Desk and Twilio using their number inside the platform to provide assistance to our customers. So far, if a call comes in and all agents are busy or I can't let the caller stay on hold, and the call drops. Is there a way to avoid it?
Release of Zoho Desk REST APIs
We are glad to inform you that our new set of REST APIs are now finalized and ready for use. Some of you had offered to use the new APIs in the beta phase. As we mentioned when we provided you with access to these APIs in the beta phase, we have modified some of the APIs to facilitate easy usage. However, we have also taken extreme care not to introduce any drastic changes. The APIs will be backward-compatible with the beta phase APIs for a period of 2 weeks. Please upgrade your code to reflect
Abteilung / Kategorie (German)
Hi I ise the payed version. For first: I am wondering, why there are two terms for the same thing: In german this is "Abteilungen" in the configuration area. But in the Frontend this is named "Kategorien". Why? This is a absolutely no-go. For second: I opened a new "Abteilung" in the backend - but the "Abteilung" is not displayed in the frontend. I searched more than one hour.... nothing founf dor a solution. I need a fast solution. What do I wrong? https://support.meteomap.cloud/portal/home Thanks,
Email signatures per account
I am setting up a client of mine's Zoho Desk subscription, and they need different email signatures per account. They service incoming emails from multiple contacts per account and a number of accounts per department. Are there place holders I can use to dynamically set the Agent Name, Account Name, Account Email Address, Account Phone Number? These last two are what the contacts use to get in touch with my client, and so they need them to be present in the email signature.
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