Unable to assign new agents to call routing
I am unable to assign new agents to call routing that I have setup. Agent that I want to add has same permissions as every other agent.
Dashboard Metrics Don't Match What Is In Ticket List
The overview tab of the reports section list the current number of Open, Overdue and unassigned tickets. However, the number of open tickets reported doesn't match the total count in the "open tickets" list. Also the number of "overdue" tickets listed in the dashboard doesn't match the number of total tickets in the "overdue list". I understand that the dashboard is displaying over a certain historical timeframe, but even filtering the report to just today the metrics still don't match. How is
Creating Help Center sub-categories
Does anyone know how to create sub-categories in the Help Center? In the manual it states - To create a new section, do the following: In the Help Center home page, hover your mouse over a Category <Name> located on the left pane. Click the Gear icon and then click the Plus sign. Provide a name for the new section and click Save. You can click the Pen icon to rename the section if required.However, when I 'hover' over a Category, there is no Gear icon.????
Knowledgebase categories
I'm using Zoho's help center as the example for mine. I'm trying to have about 10 categories like Zoho crm help center on my help center home page, but bc the KB is tied to departments it seems,I can only have 2 since I have only two departments on KB. So what am I missing? How was Zoho able to get User guide, admin guide, etc on their home page, with icons and all.
Department Category name not updating in Customer Portal
Hello, I have a problem with my Department names in Zoho Support not being translated properly to the Customer Portal. I have one department, for which the Name, Description and Category are all the same. But when I search for this department name under the Solution tab of the Customer Portal, a different name is there. I know this is what's happened because I have a different department, which is working OK - the name in Support and the name in the Portal are the same. Not sure why it's OK for one
Automatic ticket creation from e-mail does not work
Hello, I have sent an e-mail to my custom support e-mail address, which has a forward to support@company.zohodesk.com but the ticket is not created. Only the customer was created. in Channels -> E-mail configuration I have one record for the only department. E-mail address asociated with it is support@company.zohodesk.com and automatic loading is enabled. On the other hand, in From Address configuration, I have 2 entries. One for my own address at support@company.cl, which appears as "verified" and
Populate Resolution field on Blueprint transition with existing value
Hi, The new Blueprint in Desk is great, but really annoying when you have Resolution as a required field in a closed transition and a transition that re-opens the ticket as well. Ideally, the Resolution field should be pre-populated with whatever is already in the Resolution field. At the moment what happens a lot is I'll close off a ticket with a resolution, then the client will respond with something like 'Thanks!'. Which is very nice of them but, of course, re-opens the ticket± So I have to
Formatting Options while entering a Comment
Pardon if this is a duplicate, I tried finding something like it and could not. In Zoho Desk, when adding a Comment, it appears that it is basic text only. No ability to add formatting of any kind. In our previous helpdesk software, we used the commetns, or notes area to communicate internally. With the nature of our business, this would often require highlighting information, or using formatting options to call out the important data in a lengthly internal comment. At times, we've even had to add
Provide your Customers a Unified Login Experience with Remote Authentication
Which username do I need for this service again? Wait, I am not even signed up... We've all been there. Most importantly, we know your customers hate being in that all too common position and having to create yet another account. Which is why we are pumped to introduce the newest feature in Zoho Support: remote authentication for your customers. Now you can provide your customers a seamless user experience by allowing them to access your helpdesk in Zoho Support with the same username and password
Attach from Cloud and "BOX" issues.
Hi, I'm trying zoho-desk for our company and I found some problems. The message creation panel's attach button has "Attach from Cloud" sub-menu(but my environment is Japanese so the message is Japanese). But I can click only very narrow area where is top of sub-menu. And this sub-menu is very unstable. It's often pointed at "Select file" but its high-lighted "Attach from Cloud". Of course, I tried force-reloading but same. And one more problems, I tried "Cloud Picker" with "BOX". And I tried "Search
logging zoho remotely
I have a wordpress site and i have a app of zoho ( https://support.zoho.com/portal/dataopsinc/signin#home ) , i want to create new user remotely + login remotely if possible.so that user automatically gets login when i redirect user to zoho.
Different forms for different departments
Hi, We are beginning to evaluate Zoho desk and I have a few questions. First, can we have a separate input form for tickets added for different departments? For example, a generic IT helpdesk ticket would include product names, versoins, etc. whereas an HR ticket would include things like new hire name, supervisor name, etc. Can we trigger a workflow based on a category? For example, if someone enters an HR ticket for a new hire, I'd want it to go to IT for account creation, then properties
Space size for zoho desk
Hi, I am trying free version zoho desk. Is there any space limitation for uploading files to folders? Regards, Jack
Email chain is creating multiple tickets in support
Using Zoho Support for ticketing. Have linked our support email address to generate a ticket when receiving an email to that address. However as this email address is linked to a chain it continually creates new tickets for the same email chain. Is there a way to stop a new ticket being created for an email chain? thanks
Is it possible to setup a custom message notification within the ticket form?
Hi, I'd like to know if it's possible to create a custom message that will be triggered by a certain action from within the ticket form. To be specific, I would like a notification similar to the attached that would come up if the agent is changing the Account Name associated with a contact, while still logging the ticket. Since contacts cannot be associated with multiple accounts, this could be the only way to prevent such mistakes. Custom notification from the ticket form Is this possible through
Content is not available. Please try again after some time.
It starts with 'Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds'. Then it changes to 'Content is not available. Please try again after some time.'. I have this on several tickets now. What's up? BTW, there was an email about 'Content is not available. Please try again after some time.' and you answered the person 'This has occurred as the primary contact of the account has disabled his account. Please go to Setup->Company->Edit and make yourself the primary
How to create watchers on tickets ?
Hello, I would like to know how i can create watchers on Zoho Support. I have two customers ( 1 project manager and 1 Assistant of this project manager ), all tickets have been created with the project manager account but i need that his assistant could also see all the tickets. How can i do that please ? Thanks in advance for your help. Best regards, Quentin
TypeError: Cannot read property 'value of null Error
What is the issue with this. I have tried other browsers and deleted and update Java.
Map more than 2 dependency fields
Hi, We have a categorization of 4 levels in our call hirearchy. -Main category -Category -Sub category -Request How can we create dependent fields containing all 4 levels?
Restrict to close/resolve/reopen tickets without resolution
Dears, How can I restrict to close/resolve/reopen tickets without resolution?
Blueprint: transition owners
Hi, I've been creating Blueprints in Zoho Desk and it is awesome. But I wonder how the Transition Owners configuration works. If I put only one agent as Transition Owner, all the other agents in the department can perform the transition. I though that only the owner could perform the transition. Is this a bug or did I not understood how it works? Thanks in advance, Regards
Desktop notifications when a new ticket arrives
Is there a way to get real time notifications when a new ticket arrives. I'm looking for a pop up on a browser not an email or sms message. I know if you are looking at Zoho support you will see a popup in the bottom right but I need to see the notification when we are working on our site and not staring at Zoho support. Is this possible? Browsers used our Safari, Chrome, Firefox.
new emails create tickets but do not fill in required fields.
I'm looking for some community advice on this. We let our customers send us support requests via our email address "support@compname.com". Works great. But when the ticket is created we want to auto ask the customer to still login to the portal and fill in the required fields (e.g which product, model, etc..). I'm looking for advice on how to best handle this scenario. thanks, jack
mandatory fields when closing ticket
Hi, how can i deny closing tickets without filling all mandatory fields, custom or system fields ?
Any way to update 400+ Tickets massively from certain Status to another one?
Hello there guys, As the title implies we're trying to update certain tickets from a certain status to another one, nevertheless we're not being able to as most of them don't appear on the "Views" itself but they do appear as "Reports" so we can't update them quick enough. Is there a way to effectively update those tickets massively using either the API or something else I've attached the file with all the desired Tickets that we need to update and change from Status --> "Atención Cerrada" to -->
Priority-based SLA
Hello, Priority based SLA is not changing after updating ticket SLA. See attached screen.
How create a ticket view with my followed ticket ?
Hello, I'm looking for creating a ticket view dedicated for the ticket I follow. I don't know how to do it as criterias given for the view creation don't plan this case Thanks for your help
Can GMail aliases be used with Desk or are dedicated email addresses required?
The thread title says it all. Let's suppose I create (2) Desk departments: PC Support iPad support Can I use two gmail aliases like this? PCsupport@mycompany.com link to PCsupport@mycompany.zohodesk.com iPadsupport@mycompany.com link to iPadsupport@mycompany.zohodesk.com Or do I need to create (2) dedicated Gmail addresses? Thank You
Do Agents Who Are in Multiple Departments Have the Ability to Set Their Phone Status to Different Statuses in Different Departments?
Do agents who are assigned to two or more departments have the ability to set their phone status to offline in one department and be online in the other? Thanks in advance.
How could my agents track time in Support?
I want to offer my agents in Zoho Desk to track their time spent on this or that ticket. Now they only could manually enter this data. But I do not like this. How they could use start/stop timer? And not relying on personal productivity?
Can Zoho do SLA reporting?
I'm being requested to show SLA information from the Zoho Support Application. I need to show how many requests went over SLA? I looked under Reporting but I do not see any "SLA" specific reports. Is this something Zoho Support application can do?
Round Robin Waiting on/On Hold
Hi, With the Round Robin feature of Zoho, does it factor in the number of On Hold/Waiting On tickets an agent has assigned to them? If so, is there a way to make it avoid doing that, the group I work with tend to have a fair few Waiting on tickets and they dont want that to interfere with the assignment rules. Thanks Ray
Simple Agent Notifications for Assigned tickets
Good morning. I'm trying to set up some simple notifications to help our agents self-manage their tickets. They are not routinely using Zoho Desk, which means tickets can sometimes get left or forgotten about. I've tried setting a few things up, but I always seem to be battling against the limitations of the system, most usually the 'Business Hours' as I don't want to send lots of emails when the agents are not working, but I do want a notification next time they are working. Please tell me there
How to set Ticket View to "Oldest First"
Hi dears, Zoho Desk is perfect. We love it. One question: can I set the default ticket list view for my organization to "Oldest First" ?
Desk enterprise to free
I wanted to sign up for the free edition of help desk, but I'm on a trial of enterprise. How can I down grade it to free so I can test the basic features?
How can users see a ticket MOVED to a different department without being a member of that department?
Our Engineering department doesn't want the rest of the company to be able to assign tickets directly to anyone in their group. In order to stop that, we created Engineering as its own department. Now however when we move tickets from Support to Engineering, we lose visibility to track the progress and we have no way to keep the customers informed. Is there a way for Support to search tickets assigned to a different department without being a member of that department?
tickets keep splitting into new tickets when someone replies on it
anyone know how to stop this? my tickets started splitting a week or two ago when users on the ticket reply. example (screenshot attached): #3044 is the original. Shannan and a team alias are on that ticket. Talia responds to the ticket (she's on the team alias) and the ticket splits out into a new one #3060, rather than adding to the thread of #3044. I can't seem to figure out what setting needs to be toggled to in order for all conversation to be on one ticket like it used to be. thank you in
Is it possible to integrate Zoho Desk with Slack?
I'd like to integrate Zoho Desk with Slack and have the option to set various parameters on the notifications that are sent. For example, I'd like to receive notifications when tickets are assigned to a certain user, but also add a parameter that only
Filter inactive departments in reports
Hi, I have 2 inactive departments in the Departments section. I would like to filter inactive departents in Reports, but i can't any filter to do that. Is there any way to keep inactive departments out of reports? By the way, another solution would be to remove the inactive departments, but I cannot find a way to do that neither. Can we remove inactive departments? Thanks in advance. Regards
is there a way to change the message at the end of a chat?
Hi there! i´m new in the Zoho Desk software, and i have to say i´m impressed with all the great features they have. Specially, with the chat feature. I´m being customizing and testing it, and its great, but there is one thing i would like to know. When i clik to end a chat, the customer sees a message in english. Since all my customers speaks spanish, i would like to know if there is a way to customize that message, or at least, translate it to spanish. Is there a way? maybe im blind and i didn´t
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