Need to restrict users from saving a contact to another Account
Hi, I know, I've asked several times before if a contact can be associated with multiple accounts and the answer has always been no. But now. I really, really, really need to restrict users from saving a contact to another account from the Ticket form. I've already removed their privileges to do so on the Contacts module, but still, the ticket form allows them and this is causing a huge mess. Please. If you can think of a way, please help me. A pop up window, an error upon saving, anything will do
Macros to add KB article for agents or create private comment on the ticket on what to do on ticket
As per subject, any way to use macros or workflow to add article or comments on a newly created tickets? Or is there any other functions i can use to archive my needs? Thank you in advance.
Client Replies Not Being Logged In Thread
Hello, When a client responds to to a ticket response, it does not show in the thread, we do get a email notification but the client's response is not shown in the thread. Is there a setting that would need to be changed? Thanks! Dan
Show your community the value of their involvement.
A simple way to engage your user community is to incentivize their participation. Points, levels, badges—though these might not be tangible, they make people feel noticed and appreciated. With Gamescope for Zoho Desk, you can set up these incentives for your user community. POINTS Points are awarded to users for performing actions such as posting a topic, voting, and replying. Each type of point can be enabled or disabled, and the value can be changed. Anyone who has permission to edit the Community
Amazon Connect - screen pop not working
Hi there, We've recently started testing Amazon Connect. Screen pop for inbound calls in Zoho CRM was working yesterday, but has now stopped working - why would this be? Confusingly, screen pop for inbound calls still works fine in Zoho Desk! Regards, Glenn
Active timer
When Zoho Desk is being used by multiple people, all working off the same set of Tickets, once someone assigns the call to themselves I would like to see an active clock from the views screen. So we can easily see live how long someone is taking to work on a single ticket. instead of the time entry which only shows when someone is actually viewing the ticket. Perhaps it could be added next to when it says the due date. Makes it easier to track how much time is spent on individual tickets, instead
How to change Zoho Desk primary account holder
I am currently the primary account holder of an Zoho Desk plan. How can I move the ownership to another user?
ZIA features in Enterprise Evaluation
How come I do not see the ZIA features inside my portal?
how we can use JWT token to create Oath token without user login
Hi Team, can anyone explain how we can generate jwt token and how we can use in zoho desk ASAP. in asp.net
Need to sort the tickets based on customer response and reply
We need to add a view like, ((Number of threads==1)&&(Status is open))||((Customer responded tickets)&&(Status is open)) The intention is to show only the new open tickets(Not responded yet) and customer responded open tickets(customer replied for our response) only. We have created a custom view but it doesn't contain any option field for customer responded tickets. Is there any way to do this? Help us.
Restrict an end-user (customer) from closing their own ticket
How do we restrict an end-user from closing their own tickets and only allow tickets to be closed by our agents? Thanks.
auto close
Hi Is there a way to auto close a ticket after x amount of time if no reply? Thanks James
Email size
I just wonder if there is a possibility of increasing the size of emails we can forward out of Zoho Support. We get emails in with larger sized attachments that we must then forward on to people outside of our Zoho account. We CAN go to the original email, but that seems counter productive when we are trying to use Zoho Support.
Gdrive attachment links are being converted to docx type files
We did try to attach a Gdrive link to one our tickets for the first time. The extension of the file does change to "docx" after the link is accepted and the extension of the downloaded file has to be changed to its original format (mp4 in our case) before using the file. PS : Please move this problem report to the "Zoho Desk" community. I did select "Zoho Desk" when sending it but it did somehow end up in here.
Please make comment notifications more informative
HI Zoho Seems the only way to communicate internally and stay informed is to make internal comments and mention agents. We receive email notifications about that which are far away from be informative. They contain 1) The ticket number 2) The text of the comment But... I do not remember tickets content by ticket numbers. And the comments are normally short. no ticket topic, no initiator name, no context, just nothing. So every time I receive a comment I have to click and go read all that in the
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@mydomain.zohosupport.com from a test client account no ticket is created. I checked spam and all other views. Help appreciated.
Very Annoying Error 4832
In ZOHO Desk, I'm trying to update a contact record. (Using API V2). Here's the code: ——————— ticketID = 22360000000349752; portal = "boltenergie"; department = "Bolt NL"; ticket = zoho.support.getRecordById("Requests",portal,department,ticketID); info "-------------Ticket----------\n"; info ticket; info '\n'; if(ticket.get("CASEID") != null) { contactID = ticket.get("CONTACTID").toLong(); channel = ifNull(ticket.get("Mode"),""); language = ifNull(ticket.get("Language"),""); // Get Corresponding
email notifications
Hi, I need your help to set up my email notification from Zoho Desk. My inbox is completly full with Zoho Desk email notifications and I would like to fix that configuration. I don't want to receive email notifications from Zoho Desk.
Agent Names Displayed in Email Replies
Hi There, Instead of having it say from "Jacob's Sales & Tech Store" Is there a way to get it to say the agents name? We've added a screen shot for your reference. Our customers have filed numerous complaints with us that they are confused on which agent is responding. One of the presales members from Zoho provided one of my staff with an HTML reply template, we like this one but it doesn't solve the issue. Could you possible add this feature if it can be added to all plans so all users can have
Is there a way to avoid having tickets with future due dates show up in backlogs?
We often set tickets to have future due dates to perform an action for a customer at some point in the future. Perhaps we should be using tasks instead??? In any case, all these future tickets make our Backlog dashboard high. Is there a way to deal with this?
Merge posts
Hi, Is it possible to merge posts users have added in the community? Regards, Helen
Web For Popup from Existing Footer Link on Website?
Is there a way to create it where if someone clicks on the Contact Us link on the footer of my website, it will open the popup to the Feedback widget or web form that I can create in the Zoho Desk backend? I know Uservoice has this functionality but just wondering if possible here.
How to add and verify my subdomain property (Knowledge base linked in zoho desk) in my Google Search Console?
I have a support page in zoho desk - https://support.pickcel.com I linked Google Analytics account for this subdomain. But I'm unable to verify the subdomain with google analytics in my Google Search console. How to verify the property in Google search console?
Problem with the margin in the templates
Hi all, I have a problem with the margins in the templates, when I copy and paste some information from the Word the information is cut and run to the left ... is there any solution for this or trick ?. Please help me... Many Thanks! WORD: Zoho DESK:
Add fields in help center - Submit a Ticket
Hello There is a way to edit this tab "Submit a Ticket" located in the "Help center", I need to add 2 more fields "telephone and category". Please help me..
Generation and sending reports automatically
Hi Guys! :) ¿Is there any way for zoho desk to generate reports automatically and then send it to an specific email? Like any new user, I generate them manually, I would like to automate it. Please S.O.S.
Desk Live Chat Available in App
Hello everyone, We are considering upgrading to the Enterprise edition of Desk. One thing that I cannot seem to find an answer to is whether if we add live chat functionality to our web site, is if we are away from the office, will we be notified of live chats in the Desk iOS app? We currently have some other software which we use for live chatting to our customers and it comes with an iOS app so I am hoping we can make an easy switch over and keep the same functionality. Many thanks James
Installing SSL Certificate
Hello, I have an SSL for my domain, ckline.net. I'd like to have ZoHo import this SLL for my mapped domain? Or do I need to purchase another SSL from zoho for https://support.ckline.net ?
disable customer portal
hello how can I disable the customer portal ? I only want to allow opening of tickets via emails and don't want a support portal to be visible or accessible. Just as a org, we don't want to have a customer portal - if so - how can I disable the portal and in a future date / re-enable it ? thanks
How to activate Rewards / Points features in Zoho Desk
I see in your platform Rewards / Points features activated. I want this feature for our Zoho Desk community portal. Could you connect with someone who is responsible for this?
Have Comments add the title of the transition
When we use 'Comments' in the blueprint, and someone enters a comment into it while working on a ticket, only the information in the comment is added to the ticket. So, if the transition title is something like, "how many widgets do they have" and they answer 4, only the number 4 shows up instead of "4 widgets" or the title of the transition along with the comment answer. Is there a way to have either the transition title, or a template added to the comments section, so the ticket has more information?
Merging by default
Hello Zoho Community, I’d like to consolidate the tickets by merging them – it appears that when one person on the account team creates a ticket but another follows up, a new ticket will be created. Could we merge them by default? Merging them manually is taking a lot of time. Thanks!
Community Moderator Labels
Hi There, I'd like to see a feature where I can add a label or badge to an end user profile so it shows that they are a "Community Moderator". In the coming months, I am expecting a lot of forums activity on my support center and I would like to see this added or considered for the future.
Forwarding notification to external mail
Hi I have a problem I would like to receive notifications about the new ticket and the reply to the ticket, to the gmail mail I would also like this ticket to be sent to gmail mail Is it possible?
Remove "Product Name" from new ticket form.
When a client submits a ticket in our portal (desk.zoho.com/portal/newurbanmedia), they are asked for a “Product Name”. Since we don’t really have “Products”, I don’t want this question to appear because it confuses our customers. How can I disable this question on the form?
Source code of Twilio Extension or Call Pop API
Hello, Is it possible to build an custom extension similar to the Zoho Twilio extension? If so where's the API for the screenpops? Even better could you make the source code available for the Twilio extension so we could then customize it for our use case? Thanks!
Blank page shows for Help Centre Customisation
I’m getting a blank page for Help Centre Custmization ie the builder won’t load. Anyone else having this issue or know how to fix it?
No option to close ticket when status, countdown or priority mode
The close option should be added to the columned view mode. Just like in the compact or classic mode.
Invoicing tracked time or exporting it in csv
Greetings, I'm evaluating zoho desk and I would like to use it to track my agents work time on tickets. The software seems nice, however I can't find a way to invoice the time I tracked nor I'm able to export it in csv because the exported file doesn't contain a time or a cost field. i saw other threads in this forum and I noticed I'm missing the invoicing button in the customer card (screenshot attached). Regarding the export feature I tried to export all tickets but the time tracking infos are
Allowing users to comment or post to the community without an end user account
Does Zoho Desk plan to offer a feature to allow users to post or comment just by using their email address without having to login or hold a end user account?
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