Forwarding a Google G Suite Group email with domain email routing
Hi! I tried to forward or redirect our support email, that is a G Suite group email, to Zoho. However the instructions at help.zoho.com/portal/kb/articles/forwarding-your-support-emails-to-zoho-desk seems to be wrong, they didn't work and after some investigations I got another solution working, see below. Could you confirm that my working solution is ok from your point of view and not break anything in Zoho? My working solution: As Single recipient use our own support email, i.e. support@mydomain.com
Scrollbar for user created Dashboards
Hi, I've only now started exploring the Dashboards in Zoho Desk and what I noticed is that there's no scrollbar if the data presented reaches the display box limit, so there's no way to see everything. I hope you can consider adding a scrollbar (vertical and horizontal) for the users. Thank you. Jordanne
Day Passes For Temporary Agents
Hi Desk Team, As a growing business, With my company I want to be able to add temporary agents. What I mean by a temporary agent is for example, If I am out of the office for business travel or meetings, Someone else on my team can take over and answer requests for a couple hours or day(s). Other products such as Freshdesk have this feature, I think it would beneficial in Desk as well. Looking forward to seeing this in the near future
'Unable to process request' error message
When trying to change other Agents 'department' accessibility, it does not work:
I can't see the images
Hello everybody I have an issue when i send a image on the email because my customer can´t see the imagens. (this email is sent from Zoho Desk) is there some way to solve this? as look it below..
Starred Views - limited to 10?
Looks like there is a limit of 10 Starred Views, wondering if that can be increased to like 20? We create a lot of custom views and 10 starred views is very limiting. thank you
Calculating the total "unassigned" duration of a ticket according to business hours
We do get these weird values when looking at the "Ticket Status Dashboard" and we think that the cause of these high values is the fact that some tickets are being received out of the business hours. Is it possible to only include the business hours when calculating the total duration for this item?
Template for Ticket Answer set as default?
Hi there. we create our own Template with Header and Placeholders. Is it possible to setup a template as default, when we answer on a ticket? everytime when we answer on a ticket, we need to open first the templates and choose the right one and then we can type. because when we type directly its sending the answer without template of course and only blank text. Only the public comment works with blank text - then the template for the public comment works (if notification is active for the contact).
Reply To Address Defaults to the Alert Address
Hello, I am using Zoho Desk, and when someone hits 'Reply All' on a ticket, the default email address is going to the Alert Address. This makes it difficult for customers trying to reach out to us. Is there a way to set the default email address to those involved when pressing 'Reply All' ? Please comment if this is not clear enough, and I will do my best to clarify
Managing several brands in Zohodesk
Hello, I noticed that Zohodesk allows to manage several brands from a single account and was wondering if it is possible to have different homepages for them (so they can have different articles in their KB) or they will have to share the same one.
Turn On Manage For Knowledge Base
How to get the Manage tab to show up in the Knowledge Base section? What permissions do I need to have?
Add Error Message for Update ticket when attempting to move departments
Moving a ticket between departments has its own method separate from updating a ticket. When attempting to do so the API should warn the developer of the invalid operation by returning a error message that indicates it as such. Currently it returns a 500 error with no description to indicate the issue. Although I would argue that one should be able to update the departmentId directly through the update ticket method, as that would be the more in line with REST. Otherwise I suggest it should return
Rule for deleting unwanted tickets
emails that come into our corporate support email box will automatically generate a ticket. The problem is that there is some junk mail and undelivered messages from our marketing email blasts. Is there a way to set up a rule that will automatically delete unwanted tickets.
Closed Status not showing in Closed View
I am testing Zoho Desk. I have closed a ticket, but it is not showing in Closed View. What am I doing wrong? Why can't I see the ticket in the Closed View?
Can't personalize the tabs on my help center
Hi, So whenever I try to customize the tabs on my help center (like put the 'Community' tab first) and I click on 'Publish', I get an error message whithout any precision. Could you tell me why ? You can see the screen I took. Thank you.
Domain redirection - Connection not secure
Hi, I've successfully been able to complete the redirection of the 360soporte.geoagro.com domain to a Zoho Desk Help Center. However, now I'm getting this message: What may be going on?
Adding more portal themes for paid users
Does your team plan to add more portal themes for end user portals for paid users?
I have a contact not able to submit a ticket
I have one of my contacts signed up and he activate his account but when he login to the portal he was not able to find the submit button when he try to create new ticket and I noticed that his infoamtion are coming with null values. Itried to delete it and I asked him to sign up again but we have the the same issue. does any one face the same issue?
Chrome/Firefox 404 when adding Ticket
This issue showed up today. When users click on the tab to submit a ticket, the page will load but then quickly change to a 404 not found. I have tried it on different browsers both at work and home and still the same issue. The original link address to the new ticket screen changes when this happens also. I've inlcuded a screenshot.
Knowledge Base enhancements that let you rest assured.
To any writer, the option to make changes brings a level of flexibility and reassurance that little else can. Especially if you can pull up older editions of your writing. And that's exactly what article versioning in Zoho Desk's Knowledge Base lets you do. Versioning helps track and manage all the revisions you've made to an article. Any time you change the body of an article, a new version is created. Here are some benefits of this feature: You can compare any two versions of an article to see
Connect Zoho Sales IQ and Zoho Desk - - no multi-tabs
Why don't you connect that each Chat conversation start in the same screen in Zoho Desk.? So, here is the flow. 1. Chat is initiated 2.Zoho Desk Ticket is created - and conversation is withing "ticket" 3. Once chat window is closed - ticket is "solved" You don't have to call them tickets, but they could be all in the same window, and our agents should be in one tab handling Chat, Social, Tickets and phone calls...
Are subscribers of the Knowledge Base able to see the expired articles ?
We have a section called "My Expired" in the Knowledge Base. Is this section also displayed to the KB subscribers? We do expire our articles in time but we also want our subscribers to know that an article that they are referring to has been expired. We can't know if our subscribers did download a specific article or did copy the entire knowledge base contents and if they are using an up to date content so we need to both announce that an article has been expired and also keep the expired article
Your request can not be processed - new Department
Hello When I try to create a new Department I get the following error: Your request can not be processed I do not know how to solve it ... I've tried everything!
Cannot forward ticket response in Zoho Desk
If i reply to a customer's ticket in Zoho Desk and hit send, I cannot do anything to the ticket until the customer has replied. I cannot reply to my own response and send additional information, nor forward my response to anyone else (internally or externally). This is very frustrating and makes it very hard to follow up with the customer if they have not responded yet.
Unable to remove extension & Zoho Desk Integration
Hey, I cannot remove integrations with Cliq and disable the Zoho Desk integration it keeps throwing up an error and telling me to try again later. I want to completely disable Zoho Cliq, as it doesn't have enough extensions/abilities as Slack does. Can someone please help us?
Invalid email address
Hi Support, May i know if email address contain symbol can be rejected? I can't reply email which it said invalid email Example email address : {PET-ICTEOSSAPBasis_PET-ICT}@petronas.com
Feature request: warn agent when closing a ticket that has an unsent draft
I've observed some of our new agents forgetting to send an email after the final review process. It would be very helpful if the system could warn a user when there's an unsent draft when a ticket is closed.
Export limitation
URGENT! I exported tickets. I only have 3000 records. Is there an export limitation? If so, how do I export the remaining records?
Zoho Project and Zoho Desk Issue
Hi Zoho Support, Currently my colleague access is having an issue. she standardize the account access with the same email for Zoho Project and Zoho Desk. However, she could not access the Zoho Desk anymore. The moment she logs in to the Zoho Desk. She receive "Unauthorized login to tihs portal". She tried to reset her password but receive the "No account present with mentioned email address" notification. What would be the reason the issue occured?
Trying to customize the Chat float button
Trying to customize the chat float button so when no one is online it doesn't say: "Leave a message" "Leave us a message" as it currently does. But when I go to change the button appearance and change the First line text to something else, when I save it I get: Error occurred while processing your request. Please try again later! Well, it's later and this doesn't seem to be magically fixed.
customer viewed ticket?
How can I see if the customer has viewed the ticket/email. (I am moving from HelpScout and they had this functionality.)
Chat shows "Leave a Message" in portal even if our agents are online
When our agents log in it usually takes a while for the system to accept that they are online. We click the user photo, click on the chat status, select online and then often wait several minutes. In any case, once the agents chat-status changes to "online" we would expect the visitors to our help center/portal to see a chat option. However all they see is "Leave a Message" at the bottom right of the screen. Do we have to do something else to enable chat for our portal? Many thanks in advance
disallow contact add - must be done via Zoho CRM
Hi, We would like to only allow contacts to be chosen that exist in Zoho CRM (we have Desk hooked up to Zoho CRM). How do we do that? We find agents still add contacts by mistake and it creates a master data nightmare. Thanks
Can´t visualize the column of time spent in Zoho Desk Reports
Before the modifications in zoho desk, I could visualize the column of time spent in the area of the reports. Now I can't generate a new report that shows the total time spent on each ticket. I attach one of my reports
Is it possible to reply ticket via email on same ticket id not create new ticket id?
I try to create ticket submit on my web site by zoho desk "Advanced Web Form". When customer submit ticket (e.g. Ticket id #001), I login to zoho desk and move ticket to department (e.g. move ticket to hardware department). When sfatt from hardware department reply ticket from zoho desk system it send email reply to customer. When customer reply ticket (id #001) via email it alway create new ticket id #102 if customer reply via email again it alway create new ticket id #103. Is it possible to reply
How to remove the Spam filter
Hi, good afternoon, How can I remove Spam Filter of Zoho, sometimes few tickets go there but they aren't spam. Thanks!
Limiting customer access
Is there a way to prevent a customer from viewing products and solutions that are not assigned to them? Thanks
Zoho Desk Domain Mapping
Hi I have tried adding in our own domain via the domain mapping and it seems to have gone through correctly but now i can't access Zoho Desk as the domain isn't recognized. Can you either delete the relationship as i'm certain one of my team has deleted the CNAME entry on our hosted provider.
Finding the Occurrence(s) of a Search Term in a Ticket
Hello, I know how to search all of our tickets for a term and get back a list of the tickets containing that term. Next I want to find the term in each of the tickets ion the list I can navigate to each ticket, but usually most of the content is collapsed. How can I find my search term in a ticket that I know contains it? Thanks. -Dan
Template Answers
Hi, our template answers have disappeared unexpectedly. We only have the default template showing when we want to answer a ticket. How could we recover our own templates ? Thank a lot for your help
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