Support Ticket not being generated when emailed from specific addresses.
Hi there, I am having issues where I cannot create a support ticked by emailing our c.service AT evolutionfulfillment DOT zohosupport DOT com. The problem seems to be limited to me emailing from a specific address or domain. If I email from my randy AT evolvewithus DOT ca email account, the tickets are not generated. If I email the address from my personal gmail.com account, or another alternative email address, the tickets are created as expected. I have tried deleting and re-creating our support
Any way to have two possible titles for "Resolution" in customer portal?
Hi, I really like that when a resolution is posted by an agent, that resolution comment sticks to the very top of all the comments in the customer portal. But there are times when we give a final reply to a customer that we also want it to float/freeze just like a resolution but unfortunately, it wouldn't be a resolution as we haven't solved the issue. But we want it to show just like a resolution where the user can see it at the very top of the ticket. Any way to do this? See attached of what resolution
View Ticket without an account
Is there a way to allow users to 'View Ticket' without them having to create an account/login?
Time Entry - Billing
Hello, Do you have plans to be able to create an invoice for a customer directly from the "Time Entry" tab in a ticket? I would like to invoice for anytime spent dealing with a ticket, so it would make sense to be able to create an invoice from all the data stored in the ticket at a suitable time such as when the ticket is closed. Something like the "Timesheet" function in Books would be perfect so then you can decide which elements of the ticket also get included in the invoice. It would then be
Non-removable standard field - Due Date
Hi there, On the Help Center ticket form, I see the Due Date field exists and is actually non-removable. I would actually like to present this field on the Help Center for end users to enter a date if they choose to do so. Unfortunately, the field is not visible. I see that I can mark the field as "required", but I definitely don't want to do that. I see it more useful for HR let IT know when a new employee will be starting work, but less useful for others who are just reporting a computer issue.
Way to make icons on home page clickable?
Apologies for what is probably a daft question, but is there a reason you have to click on the text instead of the icon on the Elegant help center theme? These icons: Is there a way to make the image also a link? I'm not experienced enough with HTML or CSS to figure out anything on that end myself...
Multi-Line Field in Help Center ticket form
Hi there, I just added a multi-line field in to the ticket form, but when the user submits it, none of the information captured by that field is sent to the main ticket conversation. It isn't even sent to the Ticket Properties panel on the left. The only place I can see the captured information is on the History tab. Is this correct? Why would an administrator add a field to the ticket form, if the only place that information would be visible is on the History tab? What is the deal here? Cheers,
Webhooks in Zoho Support
Client would like to send a webhook to Slack whenever a ticket is generated in Zoho Support. Is this possible?
2 clients in a ticket?
Is it possible to have 2 clients in a ticket being managed by a service agent?
New Zoho Support UI - Unable to move a ticket to another department when editing a ticket.
I see that we have a move ticket options under the three dots and selecting move. However, If you edit a ticket you can see the department. But you are unable to change the department in ticket edit mode. Just wanted to let you know. Thomas
Spam contacts in CRM from Desk
Hello, We use the integration between Zoho Desk and Zoho CRM. According to this integration the contacts from Zoho Desk clients sync to Zoho CRM. Unfortunately the integration has one major issue: Contacts created from Desk in CRM have no Lead Source. This is a major issue because: 1) Spam contacts are also created in CRM, and CRM is now full of this shitty emails. 2) Those contacts sync with Zoho Campaings and they (a) bounce, and (b) we pay for them because the tarif plans of Zoho Campaings depends
You cannot create tickets for spam contact
Hi, I am trying to create the ticket on user's behav. However, once I am typing an email address of that person, the system is showing me following error msg: You cannot create tickets for spam contact How can I remove that specific email addres from "spam contact" and how can I manage the 'spam contact' list? Many thanks, Z
Time Spent Reports/Dashboard
Hi, I would like to create reports or dashboards so I can see where time is being spent by Agents, but also by customer, and by categories created with custom views. I would like to be able to get an overview of day, week, month, year but be able to drill down if need to look into cases that have taken a large amount of time etc. Does this functionality already exist? A dashboard would be great but a report would do, currently getting a bit lost in the custom setup
Notify agents that a new ticket has not been responded to after a certain amount of time
In attempts to keep our first response times low I would like to setup a notification through the Zoho Desk notifications or Slack channel (once that feature is available) if a new support ticket has not been responded to after 30 minutes to notify the agents that there is a ticket awaiting a response. I've seen that there's a way to notify of all incoming tickets but I only want to notify if a ticket sits for 30 minutes without a response. Is there a way to do this?
Possible to share tickets between two Desk setups?
We source some of our hardware via a distributor, who handles all warranty claims for those products. It turns out they are also using Desk for their own tickets. Since we both use Desk, is there some way we can pass a ticket along from our Desk to theirs? For example, if one of our customers makes a warranty claim to us but it involves their product, can we send them the customer's ticket instead of filling another out ourselves?
Zohodesk Copy Paste issue
Hi Team, When we paste some table from excel or Onenote to zohodesk tickets earlier tables used to copy proper without any issue. Now when we paste tables its assuming as image. Please suggest a solution for this.
Integración Elastix 2.4
¿Existe algun problema de compatibilidad? actuamente ocupo la distribucion 2.4 de Elastix
Zoho Support - Video Tutorials / Training?
Hi: I cannot find any video tutorials / training for Support Representatives. Are there any on YouTube or somewhere that I missed? Are there any recommended user training tools? Thanks for your help, Mark
Change CSS And HTML code of New Ticket Form
Can we customized new ticket form. I would like to change CSS so the form can fitted into the full screen mode. Can we change CSS???
List/catalog of variables which can be used in email templates
Is there any List or a catalog with all or the most common variables for email templates or snippets etc.? Something like: ${Cases.Request Id}, ${User.First Name}, ${User.Last Name}, etc. Regards
Need help on how to create a ticket via the API - I keep getting an error?
{ "errorCode": "BAD_REQUEST", "message": "Bad Request." }
Creating an automated Employee Termination process/workflow/checklist
Hi folks, I am relatively new to Zoho Desk administration, but have been digging in hard for about 3 weeks now. One of the first problems I have come across is how to transport an employee termination process from our old ticket system to a similar method in Zoho Desk. I will try to explain as simply as possible. A representative from Human Resources fills out the new ticket form, and chooses "Employee Termination" from the "Issue Category" picklist I added to the IT department's Ticket Layout. Once
New Ticket button not appearing in multi-branded portal
We have one "main" Help Center and a secondary standalone Help Center (because we don't want the second form on the same URL). We are using the "Elegant" template, and we haven't made any changes outside of minor text edits. On the main center there is an Add Ticket button on the right, like this: But on our other page, the button doesn't appear: It appears fine on a ticket's page after you have successfully made one, but it still won't appear on the list page even once there are tickets present.
Pasting screenshots to Community
Hi! Are you planning to add mentioned feature someday? We really miss that and many users don't want to use the Community module bacause of that :/
Sitemap for Desk
Hello; I have been looking in the documentation and forums and couldn't find an answer. Is there a sitemap that is created for our Desk account? If there is a sitemap created, is that sitemap submitted to Google? If a sitemap is not created, what do most Desk accounts use to create one for themselves? Thanks
Issues with notification emails going as Spam email
Hi Team, Issues with notification emails going as Spam email please resolve my issue on urgent basis. Thanks, Shamsher Kushwaha
Domain Mapping Issue
I have a serious issue from Zoho Support. I somehow go the domain mapping incorrectly and now I can not log-in my account. How to I undo the problem? I get this message. 404 Not Found The server can not find the requested page: www.support.amtechsystems.com.pk/support/amtechsyshelp/ShowHomePage.do (port 443) Please forward this error screen to www.support.amtechsystems.com.pk's Please help?
Possible to turn off notification to agents when a new ticket arrives in a particular department?
To explain a little why we want this: We get automatic alert messages to our support email about the state of our product's servers (when they are down or experiencing a fault, for example). We want them to be in Desk so the information is readily accessible, so we created a department for them, but we don't really want to be getting the email notification every time they arrive. Is there a way to turn that off? We only want it turned off for one department. The notification settings that we can
Ability to Re-order Assignment rules?
I've created Assignment rules that I believe trigger in order of how they are listed - is that correct? Is there a way to re-order those rules and move 1 above another?
Regarding authorization process
I am using Zoho desk api. I am making the authorization process. I got the response code but when I sent it to token URL its show error "invalid client" and say its wrong url. https://accounts.zoho.com/oauth/v2/token?code=1000.890fdd50adcf053b77cedb42f7a758b2.7c8b6dc1644c16ba2fae5991de57d825&grant_type=authorization_code&client_id=1000.3E6C4HZSFLFQ615860IUB1EZAUEGLV&client_secret=ba5c285dcf5e6d4ec8dc35953e2d8725a7ee5e6b48&redirect_uri=https://cordcomtechnologies.com/UVN_Webhook_Work/zohodesk_webhook.php&scope=Desk.tickets.READ,Desk.basic.READ&state=-5466400890088961855
Need help on how to add a support ticket via the API - I keep getting an error?
HI, I'm trying to add a support ticket using cURL via the API but I keep getting the following error 1001Unable to process your request. Please verify whether you have entered proper method name,parameter and parameter values. I have the code below. I'm sure I'm doing something wrong but the API documentation is really light in terms of examples and details.Am I messing up the XML? (I've removed the auth code and portal names form the code below) //Initialize connection $ch = curl_init('https://desk.zoho.com/api/xml/requests/addrecords?');
Zoho Desk - Domain Mapping - https
How do I enable https:// after successfully mapping my domain(s)? Thanks, Paul
Excluir Portal Help Desk
I created two portals for me desk.zoho.com and now I want to delete them. How do i do this? T
Please add FULL TREAD placeholder to templates
Hi Zoho We get informed about tickets resolution using notifications. I receive a notification that contains ${Cases.Recent Thread Content}. 1) You have a bug with it. Not always it contains the real recent thread content. It may contain the last but one. It seems that I am the only one who uses it since you have not fixed this over the last 3 years. 2) Please add a new placeholder - Full Tread. Because this is actually what we need. This is the major issue we have with Zoho Desk after switching
Ability to view or open multiple tickets at the same time
We are the "middleman" in our industry and we work between customer and client. Often times, we are multi-tasking and need to have multiple tickets open at once. I would love for Desk to be able to allow users to view OR open multiple tickets at one time. This feature is available in Zendesk but we are moving to Zoho so we are hoping we will be able to do the same multi-tasking.
Edit Client "My Information" fields.
Hi when a client goes to the client portal and signs in, then say wants to edit their information ("My Information") . is it possible to add extra fields to allow them to update say address, phone numbers etc that feeds back into their record in Desk (and then to the CRM.) I have searched at length but cant seem to find this Kevin
Locked out of Zoho Desk (domain mapping)
I applied the incorrect url in the domain mapping and now locked out of our ZohoDesk account. We have no accesss to ZohoDesk log in credentials or UI. How do I gain access? Can you fix this please?
Re- Alphabetize Ticket Fields
We have a ticket field called "sub-category." Sometimes it's necessary to add new options to the picklist. For agents, the new options are alphabetized correctly in the list. However, in the customer portal, the new options appear at the bottom even after using the "sort alphabetically" tool in "Edit Layout." Do you have any suggestions on how I can alphabetize the fields with new additions?
Doesn't display closed ticket
I have for testing purposed 1 open and 1 closed ticket. The system doesn't show the closed ticket when i select the view for closed tickets. In the display 'ALL TICKETS' it counts the ticket, it sais '2 tickets' but it shows only one... Could someone check?
Turn off spam control
Could you please turn off spam control for my account? Support requests from my website will come into spam is i sent in the senders e-mail adres. Kind regards.
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