Include 3 SEO fields in IMPORT/EXPORT so KB articles can have SEO info updated easily
We have so many KB articles that need to have the 3 SEO fields updated. We can not see from the export of KB articles which ones have had these fields filled out and we would like to be able to update the fields on the export, so we can import and update the KB articles SEO information.
Workflow or Supervise Alerts based on Custom Date Field
I have two custom fields that indicate shipping windows for items being returned to clients inside an SLA. I want to create an alert (email) to a supervisor on the day of the these dates. It doesn't look like we can do this with Workflow but perhaps with Supervise however when I select the custom field in the criteria, I get a calendar control to set the value unlike if I select Due Date where I can execute off CurrentTime. Is there a work around or better solution?
Custom Email Responses by Account- Zoho Desk
Hello, Is there a way to create customised auto-response emails to clients when they submit a ticket which are different based on which account the ticket comes from? We have a few different tiers of response time based on the package an account might have and we would like the auto-replies to factor this in and inform the client of when they can expect a response. So, one email might state a next business day response and another might say a 48 hour response. Thanks Emily
Zoho Desk automatic assignment rules only at selected businnes hours
Hello, Is it possible in Zoho Desk to set automatic assignment rules only at selected business hours (only between 8:00 am and 4:00 pm the system would assign tickets to designated agents). After 4:00 PM all tickets will be unassigned.
Auto Response to users when create a ticket manually
We want to send email to users when we create a ticket manually. We do not want to send email for all manually created tickets but only the selected one's. Please suggest the workflow for it.
Have an event calendar in a Desk community forum or in KB
I'd like to be able to announce bi-weekly online live support sessions to my users. Is there way to integrate an event calendar into a desk community or knowledgebase? I'd like it to - enable people to find the session they want to attend, register for the session, get a confirmation email & a reminder email and a simple survey about their needs, and to track that they registered in CRM. Is any of that possible?
Web form confirm email field
Is there a way to have a "Confirm Email Address" field that has to match the original email field in order for the form to validate and submit? we are having some issues with people entering their email address wrong via typos etc and therefore not receiving notifications or correspondence from our zoho ticketing system. Please advise. Thanks much!!!
Validation Rules
Hi, Just want to say I'm really excited about this new feature as it will be a tremendous help for our workarounds to system limitations. Thank you for continually adding enhancements for us to effectively use the system. :) Can I ask, if the feature is still in beta version, is there still a possibility that it will not be fully implemented or removed? Reason is I've created a few rules on my test department that will really help with our data integrity so it's best added ASAP to our live departments.
Agents login to community
Hi there, Agents can't be added to users (help center) because they already exist in Zoho Desk. But they can't login to the help center/ community portal? Is there anyway to allow them to login to the portal as user with their agent email address? In addition, how can I create user teams? Regards, Helen
Notifications
Hi, I've missed replying on time to some of my incoming emails as they did not not show up in my notification As we have a lot of tickets I rely on my notifications to alert me on incoming messages/emails. How do we sort this? cheers, Rene
How to change default support email address in Zoho Support
Hello, Where can I change the default support email address of Zoho Support?
Desk Aktivities view is broken
Hello, since 3 days, we have a Problem in Zoho Desk. The Activities showing a white site, sometimes. I can create this Bug if i reload the Page in several Broswers on the Activities Tab. i temporarly can fix this, if i searching the ticket number an klick on the Ticket and Activities again, then the Aktivities are shown, but a reload on this replies the Problem. Can you fix this please? Kind regards Klaus Brandt
New ticken opening - association of contacts email and accounts email
Dear Gurus I'm used to open tickets for several "accounts Names" but always using my email. Apparently the system automatically assign the "accounts Names" based on the email and swap all the ticket opened from my email into the same "account Name" . This is happening also if I try to change every single ticket. Am I correct saying that the system doesn't accept this or am I doing something wrong? Did somebody solve this somehow? my Idea is that if I'm an agent and I open tickets for my customers,
Integrating Quickbooks Online with Zoho Desk
Revisiting Zoho Desk after a year of using another product and I have a question. My business is primarily billing for "time". One of the things I to do today with the system I slapped together is receive requests from clients, work them, and then bill for "billable time". The billable time is added to Quickbooks and then I generate invoices. I'm not opposed to switching my accounting software, but before I go down that road, is there a mechanism in Zoho Desk to "bill for time"? If so, does Zoho
Inconsistant Formatting in email replies
We sometimes have an odd issue with replying to clients via the ticketing system. We use snippets a lot and we've run into the formatting issue we've seen once again so I'd like to formally ask if anyone else has these kinds of issues, and is there a fix? We have seen this without snippets, but that is harder to document. Specifically, when we create a snippet, we have hand typed each agents snippet out in the snippet editor, and then stylized the proper areas with formatting options. There is no
Zoho Desk : Captcha on Feedback Widget is not working on IE/Microsoft Edge
Hi, I have an issue with reload captcha on Feedback Widget (iFrame) I was trying to reload cpatch but it's not change Thanks, Sombath
Moderate every post before it's published
We would like to moderate every question/idea raised in our community before it's published (not only the first post).
Zoho Desk Customers/Contacts Sync to ZOHO CRM
Hello Is possible zoho desk customers / contacts sync to zoho crm ? We use zoho desk to get emails, Zoho desk will create customers automatically. So we want to sycn those zoho desk customers to ZOHO CRM. Thank you.
Create Report
How to create report for all open tickets in Zoho desk? Categorized by assignment?
Delete KB category
Strangely, Zoho Desk allows article authors to create duplicate categories. So, now we have two categories named "Dashboard." How do we delete categories? We're using zoho one.
Using Forms to feed into Desk
Hi, Has anyone solved this with using any automation?
Unresponded view Ticket
Does zoho has Unresponded view Ticket? The ticket will classify into Views of Unresponded Tickets If I don't reply customer email. I used other Desk softwars, They have this function. It's good. If you don't have this function. Do you have alternative way? Thank you.
No separate search results in departments in the Knowledge Base
We have 2 software products (X & Y) We created 2 departments (X & Y) We add articles to both departments Problem: Some consumers have both software products. When they logged in into the Knowled Base and click on department X and they search for some keywords they get also results from the other department (from Y). In the search results you can't see the difference in the 2 departsmetns. When you search for example properties you get a result like: 1: How to create properties 2: How manage properties
First Response Times and Business Hours.
Hello, We've set up business hours and I'm looking to get a snap-shot of our First Response times (most of the other metrics aren't too relevant to us at the moment). I have 2 questions: 1: If I go to Reports and look at the overview for Nov2016 the FRT is shown as 2:08 But if I go to The First Response Time Dashboard it's a much better 0:24 (with a system response time of 2:08) Is this because the overview isn't taking into account business hours? 2: Looking again at Nov2016 there's two specific
Ticket Search displaying wrong ticket status
When searching for tickets using the general search, the results page often shows the wrong ticket status. For example, we have a blueprint that automatically moves the ticket from On-Hold to Open when a customer adds a reply. The result page shows the On-Hold status, but when clicking the ticket it clearly shows open. This issue persists even if you perform the search again after just viewing the opened ticket. This seems like some sort of indexing issue, but I can't figure out how to get Desk to
ZOHO Support Import and the Imported Created and Closed Dates
I am making the switch to ZOHO Support as part of my CRM Plus subscription and part of this migration is importing historical tickets from Fresh Desk and Spiceworks into Support. One thing I noticed is that there seems to be no way to import the historical Created date/Time and Closed Date/Time which makes all my closed tickets (+-7K of them) look to be resolved and created in the same day. Is there a way to import these historical tickets and retain the original Created and Closed date/times?
Accidentally mapped the zohodesk domain to a wrong address and a couple of other questions
I accidentally mapped the zohodesk to a wrong subdomain on my website and now I can't access the zohodesk dashboard to change it back. Trying to access https://desk.zoho.com/support/rolomit/ShowHomePage.do#setup/organization/domainmapping redirects me to the wrong subdomain that I set up and I can't access the dashboard because it returns a DNS error. Additionally, can I get instructions for how to set up the domain remapping so that I dont make a mistake again? Do I create a subdomain and then
Alerts based on amount of tickets per period of time?
Hey Zoho, I would like to you alerts based on amount of new tickets within a certain period of time. For example when we get more than 5 tickets in 15 minutes or more than 30 tickets per hour, that a certain alert is triggered. Is it possible to configure the zoho desk workflows like that? Best, Florian
Topics do not show up as ticket for moderation.
My forums are setup to create a ticket when topic is created and also set for moderation. Why is the ticket not being created? I saw another post on here that says it takes a while for the tickets to be created. It's been 30 minutes now and I have not seen a ticket. How do I moderate the topic, if I can't see it?
Domain Mapping Fail
I'm having issue with domain mapping. My name servers are with Microsoft (Office365) and they do not allow subdomains. I cannot change the DNS control to my webhosting or registrar, I have to keep it with Microsoft. I've put in the CNAME entry as: hostname=support points to= desk.cs.zohohost.com When I type https://support.mysite.com I get forwarded to the zoho "One account. Access all services" login page. However, when I try to complete the "Map Domain" the validation seems to be failing on
how to multiselect searched tagged tickets
When I search tagged tickets, I cannot multiselect. Why? What's the fix?
Merge tickets from different columns when using view other than classic or compact
In the status mode, countdown mode, and priority mode you cannot merge two tickets from different columns. Is this by design or a defect?
response times calculations
Have some questions on how response times calculations. Assuming ticket was lodged in 1 April 2019. If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result? If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result? If report dates are 8 April to 14 April and ticket is unopened, what would be the first response time result? If report dates are 8 April to 14 April and ticket is unopened, what would
No indication of uploaded files on Web Form.
I'm using an advanced web form with a file uploader. As a user, I can select "file upload" and pick files from my computer just fine, but after I select the file to upload, the form looks exactly the same. There is no indication a file has been attached! Surely there should some indication of the uploaded file - either the file name should appear, or at the very least the number of files that have been attached should appear. Instead, the hover-over still says "no file selected," even though it has.
I have Wrongly Re-branded my company domain in Zoho Desk- how to Restore to Zoho Desk Default setting
Dear All In Zoho Desk , I went to re-branding section in Organization and Re-brand and entered a wrong URL of my company home page. I want to Restore it to my default settings of Zoho Desk. Need to remove the Cname from my settings. Please Guide me
One ticket, two contacts.
Have two different contacts from the same client that have asked me the same question. How do I set add an additional contact to one of the ticket, so I can keep both of my customers updated with a single ticket instead of trying to wrangle two tickets for the same topic?
Zoho Desk API - Add inbound to thread
I am trying to integrate with the new OAuth Zoho Desk API, and having a problem. I would like to add to the "Thread" of an open ticket, for an inbound message, but don't see an option for this in the thread api. Use case: - Inbound message comes in (via Twilio SMS with custom webhook on our server) - Agent replies back by adding a comment to the ticket (Zoho webhook posts back to our server, and we send the message to Twilio to send SMS) - End user sends another reply <---- Problem. How do I add
Feedback Widget - Name and Email
Hello Zoho team, We are new to Zoho Desk and are using the feedback widget on your website for customers to register tickets. Is there any way we can preload the name and email fields without the customer inputting those? Cheers, Manish
Create Ticket from mail
Hi, how can I send incoming e-mails in my own e-mail inbox to an existing ticket? Until recently, you could change the subject. If you entered the following code there and forwarded the e-mail to your Zoho Support e-mail address, the e-mail was automatically assigned to the ticket. Subject: [##123456##] cndsjkflhsdjlfs Here the complete e-mail was automatically attached to the ticket 123456. I can't do that anymore. I now have to switch to the ticket system, search out the old ticker and link it
Can't Transition BluePrint From On-Hold back to Open
In my blueprint I have a transition from an open status to an on hold one. I then have an automatic transition back to open when the customer responds. I would also like to have a manual transition back to the open status in case an agent decides we should be working on the ticket again even if the customer has not responded. I haven't been able to set this up because the blueprint won't let me add a second transition in the same direction as the auto transition. How can I make this work so the case
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