To embed zoho support with my website
hi, I am looking to embed zoho support with our website. is it possible to integrate zoho support by using a link in our website?
Getting error "unable to process your request" when creating a new SLA
I made 6 SLAs last week that went smoothly and now I'm trying to create another but I am getting the error message mentioned above. Is there something going on? Am I making an error?
Exception with real clients
Is there any way to enable an exception for real clients so they do not fall into the spam trap? what options do I have so this does not happen and so avoid doing it manually? Thanks.
What determines if comments are open or closed in a given topic?
I'm just learning desk, so this may be a dumb question. I have 4 departments, each has a 2-4 forums I've created a post or two in several forums. Some of the topics I've posted have a space for replies beneath them and others don't. I can't find where to select to have replies turned on and I can't tell what's different about each context. So - how do I make replies possible or not possible for community users?
Help Portal Sign in page gets redirected to something weird.
Hi, Whenever I access the "Sign in" or "My Area" page of my help portal i get directed to the below for some reason. Attached is the picture. https://accounts.zohoportal.com/accounts/signin?_sh=false&portal=10012627227&client_portal=true&servicename=ZohoSupport&serviceurl=https%3A%2F%2Fdesk.zoho.com%2Fportal%2Facscanada&service_language=en I have no problems accessing other pages of the site. Kind regards, Nick
Why do different forum topics I've made have different action options?
Why do some of my forum posts have more action items in the left side-panel? Under the ticket Id: # and stats: For some I see: Edit Delete Lock (what is that?) Change topic type Move this topic make this sticky moderate permalink For others I only see Edit Delete make this sticky permalink Why is that?
Send out new e-mail from ticket
Hi, We recently moved to ZOHO desk (from just using e-mail). Now we are looking for a way to send out e-mails from a ticket to someone else. For example, customer is asking us for a specific product. From the ticket we would like to send an e-mail to our supplier to aks for availability. We although only have the option forward or reply in our screen. Is there a way to start a complete new thread with a third party within the ticket ? I do not really like to use the forward option as it is also
Time Tracking Mandatory?
Is there any way to make time tracking mandatory before closing a ticket?
Need some API help
I am very new to development and API - so please bare with me. I am currently trying to use the API to see how many Open tickets I have in each department. Here is what I have so far <?php $auth_token = '***'; //your_auth_token $org_id=***; //your_organization_id $account_data=array( "accountName"=>"Our Account", "email"=>"example@email.com", "website"=>"our website" ); $headers=array( "Authorization: $auth_token", "orgId: $org_id",
Creating report to show billable time per account
I am testing zoho and have an issue I am trying to resolve. I want to be able to create a report that will pull all the tickets + time spent on those tickets in totals into one report per account. That way i can work out how many billable hours were spend last month (for example) on that client and can do my billing for them based on that. I have found the time tracking custom report area but the columns dont really work for what im trying to do.
Line2 Integration
I am suggesting an integration With Line2 as it's a great feature to have within Desk. It's affordable pricing and offers a lot of great features that Vonage and Twilio offer. I hope this is taken up on because I would love to see it in the near future (line2.com)
Filter Settings - customise for 14 days
hi there, I would love a 14 day filter for tasks - so taht I can see whats due for the next 2 weeks - is this possible? I can't see it yet! Liz
How do I ensure that customer emails go to a particular team?
Hello I am trying to make customers emails relating to sales/leads go straight into an easily visible/searchable way to access. I believe it will take manpower (daily or weekly) to go through newly created tickets and then edit the classification so it goes to the right people. However I wonder if there is a more automated way to do this:- a) Set up a new sales Department with emails redirecting here to auto create tickets. Problem is I can't seem to filter the tickets by Department? b) Set up a
Domain Mapping/Forwarding
Hello, my first time using the forum, but I have been trying to map my custom domain now for 5 months, 3 different companies I have set up for clients and we have never had any luck. I have sent in support tickets, emailed reps who I had in my contacts and still, I never had any luck, or made any progress. I have even attempted to forward the sub-domain from Godaddy creating the A record to create the sub and then following the directions for the record for mapping the custom domain in Desk. First,
Embed help centre - multiple departments
Hello, I was wondering if someone could help me with this one. we use Zoho Desk to manage support for various businesses, each of which is set up as its own department. i would like to embed the help centre on to a web site so that customers for one of the businesses can log in to track their support requests. i can see how to do this but what I can’t seem to do is ensure that only the chosen business / department is displayed. For example, the portal allows users to submit a support request but
Deprecating Support for Fiscal Reports
During one of our routine analysis exercises, we noticed that there was very little demand for Fiscal Year date ranges (Previous FY, Current FY, Next FY, and Current and Next FY) in Zoho Support's reports functionality. Maintaining the ability to choose these date ranges with little real usage proved to be a burden on overall performance and scalability. After weighing the merits and demerits, we have decided to remove the ability to choose a Fiscal Year as a date range in reports. While we understand
Zoho desk Ticket creation
I need to open a pop up at agent desk when a ticket is created on zoho desk and alloted to that agent
Snippets vs KB
I'm trying to determine whether I should utilize snippets or the KB for canned email responses. Snippets seem like the feature that should be used; however, I can't find anyway to make snippets global across a department. Is it Zoho's intention to have snippets be only for individuals and have folks utilize the KB for global canned responses or am I missing how to make snippets global?
Placeholders in Solution Articles
Would it be possible to use custom placeholders in Solutions?
Paste picture in Description or Replay
It would be nice to have possibility paste image from clipboard into description of ticket or into body of replay. Current way inserting pictures via button too complex (to long) 1. take screenshot (with some third part software) 2. Past to some editor (paint, snagit, etc..) 3. Saves as in some location 4. insert into ticket
Customer Comments : how to prevent that ?
Currently on the helpdesk portail the customer can 'comment' instead of reply. The issue is that action is not interacting well with ticket status : as it is not a reply it will not switch back the ticket to 'Open'. How do you manage that ? Do you know if there is a way to prevent this 'comment' function on customer side ? THANKS !
Need to Highlight Tickets coming into the inbox
Is there a possible way to highlight tickets that are coming into ZOHO that contain certain phases or wording?
Forums Signatures
Hi Desk Team, It would very convenient if I as an agent can add a signature to when I reply to a post on the forums on my portal. I would also like my end users to be able to do this as well. Sort of frustrating that I have type the signature I want every time
Zoho Desk now lets you hit pause.
If there's one ticket property that takes precedence over the rest, it's ticket status. Everything your team does rides on whether a ticket is open or closed. A lot goes on when a ticket is open. Maybe you've passed it on to engineering and the turnaround will take a while. Or you haven't heard back from the customer in time. But there's no way to stop the clock from ticking and the ticket from going overdue while you wait. Well, now there is. Say hello to Zoho Desk's On Hold status, your new pause
Deny answering a ticket without mandatory fields filled
A lot of times agents forget to fill mandatory fields because it is possible to reply without filling them, making it mandatory to fill before being able to reply the ticket would solve it (And IMO it should work like that since the beginning).
How to import products from zoho CRM to Zoho support?
Kindly advise us for above requirement... Is it possible?
Disallow agents to set themselves to offline
Hello, we are currently using Microsoft Dynamics CRM. We don't currently have an account set up with Zoho, but are leaning heavily towards purchasing Zoho Desk as a replacement to Dynamics. The main reason we are moving away from Dynamics is their constant updates keeps breaking our workflows. We plan to have 2 departments with 20-22 users total. We plan to use 2 emails addresses, forwarded to email aliases in Zoho and use workflow and round robin ticket assignment to assign tickets to agents. In
Journal Log
Bonjour Y a-t-il la possibilité d'avoir un journal des connexions à zoho : un fichier log en quelque sorte pour voir l'activité dans zoho pour notre structure ?? Cordialement Jacky
Report is empty when attempting to print it
Hello! Recently bought a license and we're trying to print a weekly report of the "Overview" pane. The Overview pane itself shows fine, can see all the numbers and pretty graphs, but when I press print it opens a blank window like the attached picture. Tested this from multiple browsers/computers/agents. What could be the reason?
Close ticket for inactivity
Hello, I'd love to create a macro to close tickets if they are inactive for more 3 days, sending notify to customer and to operator. But I can't understand in which way I can set up a step for "inactivity"! Some suggest? Rino
Enable SAML-based authentication
I Want to enable SAML based authentication for view ticket in mobile app .
Status that stop SLA clock
In my Help Desk, we spend lots of time waiting on customer reply and currently I cant stop the SLA, which means tickets overdue waiting on customer. I have created a new status as Waiting on Customer (status closed), but it notifies customer that the ticket is closed. Is there any way of having this clock feature ? If not, can Zoho look at it for future versions ? Thanks, Vanessa vanessa.larney@innovative-edge.co.uk
ZoHo CRM not showing ZoHo Desk Tickets
We have recently added ZoHo Desk and have mapped all fields and configured 2-way integration with Leads, Contacts and Accounts. There is now a ZoHo Desk section showing in ZoHo CRM for these modules, but they never show any ticket activity from ZoHo Desk. What other setting could be preventing the CRM from showing related ZoHo Desk tickets? Kevin Tanner
Zoho Desk clients, do you track SLAs using standard tools?
Hi community, I was planning to track SLAs to better serve our customers and set up this functionnality. But it turned out that we cannot rely on it as time counts in Pending status (when we wait for a client reply) and it shows wrong timings. So we cannot define a rule or renumerate agents based on the SLA. The only way is to visually verify it which does not alllow to make a system approach. How do you use it?
Bulk Creation of Users with Passwords
We are migrating from another CRM system. Is there any way to do the creation of a large number of users from our other system including the passwords, even if we just assigned a random password created after the export of the data from the other system? Second, is there a way to reset a support user's password or even create their account for them and assign a password? We could them just email them the account information and they could change the password there. In our current system we have
Filling in the Survey field by using the "$Resolution" tag
Hello, Glad to be here! I hope you can help me with this question. Is it possible to display an issue's resolution in the Survey field by using the "$Resolution" tag? Currently I get simply "$Resolution" as a text in the field, instead of the actual resolution text. Version 9.3 Build 9332 Could you please help me with the issue? Best Regards, Dmitrii
Mobile version site
Please help!If a ticket is created in Service Desk, the requester receives a notification email with a link to the ticket. In this case the requester is a technician with a SD license assigned to him. Having followed the link from the notification email using an iPhone (6s or X, both with the latest system versions), such users can’t log into the system via the Safari browser. However the same iPhone does successfully log into the same user account via Google Chrome. The devices are connected to
Fusion requete
Bonjour Quand je veux fusionner 2 requetes j'ai le message d'erreur : "impossible de traiter votre demande" J'en profite pour vous demander comment faire pour contacter la hotline de Zoho (je débute !!) Cordialement
issue in forwarding the mail
sir i have the issue in forwarding the support mail .while forwarding the mail their is an error message is showing the message is " Aw, Snap! Your response for the ticket #726 could not be sent since the authentication failed for the SMTP server."
With Zoho Desk, now take the solution to your customers.
When your customers have a question, they have to leave your app or website, go in search of an answer, and maybe even contact your customer service team. You lose out on significant time that they could've spent on your app instead of scouring your help center or writing to customer support. What if you could give them all these options right in your app? ASAP for Zoho Desk ensures that your customers never have to leave your app in search of help. ASAP helps businesses go mobile-first, by bringing
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