Not being able to Report a BUG on certain Tickets
Hi there guys, I'm having an issue with certain tickets on our side (Desk) since when we try to Report them as a Bug to see them over BugTracker/Zoho Project we're not getting the option to do that even when we try to submit it as every other ticket we had already on that side (Clicking on the 3 dots next to the first conversation/description of the ticket and clicking on "Submit a Bug") When we try to do this on certain tickets we just don't get the Option at all just like in the attached file.
Forwarding an email to an existing ticket no longer working
Hello, Has something changed to the functionality of forwarding an email to a specific ticket using [##1234##] in the subject line? Every email I've forwarded today has created a new ticket, not attached to the existing ticket. I use this feature all of the time. It will not be good if you no longer have a way to attach emails in a similar way. If there is a new way to do this, please let me know. Thanks! Best regards, Jason
Zoho Desk - Knowledge Base - Autosave drafts
I just lost about 2 hours of work because the Knowledge Base doesn't auto-save your draft. What is this 2004? Come on. I have to re-write the entire article, now I know to not use that text editor and literally anything else to edit the text and paste it in. The editor is clunky and very touchy at times erasing whole paragraphs when backspace is hit once, randomly removing formatting, applying the color coding to the wrong blocks of text.
Can't "Uncheck" checkboxes Field once they are checked once
Hi there guys, Since last week we're having issues with Checkboxes Fields on ZohoDesk since when we try to "Uncheck" them they are going back to being Checked even when the "Enabled by Default" setting is off. Please your help with this issue since it's impacting us badly I've attached a video to demonstrate this more clearly Thanks in advance
Zoho desk
Inbound email tickets are only pulling the subject line of the tickets but the body of the email is appearing blank
Domain Mapping on Zoho Desk locked
Please, I need to reset my domain on Zoho Desk. My domain mapping is not working.
Time Entry in Tickets doesen`t work
Hello, today we become an Update in our Zoho Desk. From now the time entry dialog is on the right side. It opens and we can enter Data, BUT on every PC Browser (we try on IE11, Firefox 61.01, Chrome 67.0.3396.99) the Submit button doesen`t work. The button do nothing! Please help, we need to add Timeentrys in our Tickets...
How to perform a specific search without using Advanced Search
Hi, Is there a way to perform a quick search on the search bar that would give specific result? Suppose I want to search for ticket number 22145. The way the system works is it will search all tickets with "22145" instance on any part of the ticket, so the one I'm looking for tends to be on the bottom of the results. I'm aware that I can create a criteria using the Advanced Search but that takes a lot of time, especially when we're doing ticket reviews and have to perform numerous searches. Is that
Import option missing
Hi, few weeks ago I did bulk import my contacts on the system (that is clearly visible in the import history), now I was looking to perform some other imports but the option is not there anymore (as you can see from the attached picture). Any idea ? Many thanks, Enrico
Automatically delete tickets
Hello! I have a workflow that it's allowing me to close tickets automatically if a few conditions are met, but I'll like to directly delete those tickets (send to trash) Any ideas how can I do that? Thanks! Diego
Remove spam filter
During testing of Zoho I've noticed that a lot of my test emails are going to Spam. To get ahead of this issue, can the spam filter be turned off for my company's account?
KB Field Customizations and Workflow
It would be nice if Zoho Team will add KB Field Customization and Workflow features for KB module.
Mail forward to Zoho Help Desk not working
When I first setup my Zoho Help Desk mail forwarded from support@mycompany.com was creating the tickets in Zoho. For some reason, this has stopped and nothing is being created. I can add tickets manually. Can someone please let me know if this is a system issue or if I have something setup incorrectly. I checked the help topics to make sure I was following the correct procedures. Thank you.
Export Bug
Hello, In my account I am unable to export tickets from 1 of the departments. This department has a mix of Email + Imported tickets. When we export, we are able to see the Email tickets. However, the tickets which were manually imported into the system are not being exported. Also, we are seeing some random Code in the excel. Kindly help in exporting. Regards.
Can't register new account with my e-mail
Hello, I'm trying to create a new account at https://www.zoho.com/desk/signup.html?plan=Free using my e-mail adress whose domain is [at]iselin.com.ar, located in Argentina, but I get the error "The email which you have entered belongs to a different deployment/region", as if I'm specifying my e-mail address or location wrong, but everything has been correctly typed in or selected. What can I do about this? Thanks in advance.
Zoho Desk no funciona bien en Safari
Zoho Desk no funciona bien en Safari, no soporta HTTTPS y no puedo acceder al portal. Pueden ayudarme!? Saludos
Issue with Zoho Desk
Dear Team, We have taken Zoho Desk and facing below issues: How can we remove delete option from Agent? Mail is going from ARZoho which should be delivered from Accounts group ID How can we set Macro to auto close tickets? Not been able to pest snipping images Multiple images generated for same department (refer below snap shot):
help center customization option have vanished
I was able to add HTML and CSS , now there is no option anymore , the window is blank. I am previewing professional mode . what can cause this issue ?
Accidentally mapped the zohodesk domain to a wrong address need to
change it :(
We're facing an issue regarding a wrong branding/mapping of the Zohodesk Domain on our end as we used the name of the CEO for it and we need to change it if it's possible As of now all the mails and notifications are being sent from support@miguelcollado.zohodesk.com and we need them to be changed or sent using the following domain --> support@innovasoft.zohodesk.com Please we need your help in order to know if this is possible :( Thanks in Advance!
Purechat Integration
Adding an integration to add the Purchat widget to my support portal in Zoho Desk
Is it possible for email ticket replies to show up as sent email in Gmail?
We currently use a Gmail based workflow. If replies to tickets that came in via Gmail could show up as sent emails in the same Gmail thread, that would help our transition a great deal. Is that possible?
Unable to remove an agent with a closed account
I am trying to remove an agent in Desk to add another in its place. The agent question is only listed in the all agents tab and I am unable to do anything with it. How do I go about removing it?
View all requests from all departments impossible
This really should have been a no brainer, but it would be ideal if I could see all tickets from all departments without having to switch between them all the time. I spoke to a rep in chat who advised me this isn't possible. I really hope it's a future implementation. Many thanks
Zoho Desk - Auto Close Email received from monitoring platform once receovery email received.
I am trying to find a way to use the workflow configuration to automatically close cases raised over email using out monitoring pltform. So in essene our monitoring NOC sends an email relating to a failure now it could be high memory usage just during a backup run so once it has cleared I would like the case closed. The system receives another email confirming issue recovered. The question is how do I close the original case based on the recover alert received. This is a touch one as we have the
Zoho Desk incoming emails not arriving
While configuring and testing Zoho desk, I have created my departments and their email addresses, but sending an email to any of the addresses for any of the departments doesn't work. I don't receive a response, and no email is fetched nor is a ticket created. I have tried billing@radaralley.zohosupport.com and support@radaralley.zohosupport.com and I get nothing.
Category / Subcategory dependency
Hi, I've already checked the KB for the same problem, that is to say create a dependency at the ticket level between Category and Sub-Category, unfortunately in my case the solution doesn't work... When I try to create the dependency, I can select "Category" as a parent field (on the same list Sub-Category also appears) but when I search for Sub-Category as a child field it is not listed (please have a look to the attached picture). Both are pick lists, so I should be able to see Sub-Category under
Status that halts the clock
I've heard rumblings about a new status that is somewhere between Open and Closed that halts the clocks. I would use this for several situations where ticket responsibility leaves the support our support department so we want to stop the resolution time clocks but we want to keep the ticket open to inform the customer when the work has been completed. A) Is my understanding accurate about how this would work? B) If so, Do we have a projected release date for this? Thanks!
Stop Agents being auto-signed out.
We have agents who are 'on-call' outside normal business hours. During this time, if our customers call they need to take a call "Over the Phone". We are using Twilio as a telephony service. Before going home, the on-call agent sets their status to Online and Over the Phone, before shutting down their computer. Immediately after shutting down, the Agent remains Online and calls are successfully re-directed to his cellphone. However, after a period of time he is automatically moved to Offline. They
"Back to top" link for long articles
is there a capability in desk to jump back to the table of contents list from a heading - a back to top link beside or close to a contents item? This would be useful in a long article with many toc entries. -- Mike
Customized Work Modes?
Is it possible to display tickets in columns (like the work modes) based on a custom field (instead of Status, Due Date, or Priority)? If not, is Zoho looking at making custom modes like this possible any time soon?
Please disable the spam filter for our Help Desk
Hello, My company has recently decided to give Zoho Desk a try. However, we have a ran into a problem where any email ticket that is forwarded to the support email addresses gets automatically placed into the SPAM ticket folder. Can we get this fixed? Thank you, Pittman Dental
Can you avoid showing the Priority on the customer portal?
I don't want customers to select the priority. I would like to set our own internal priority based on the request. I've created an internal priority field, which seems to work. However, when I see the requests listed I see the external priority field on the list, which the customer can select from the customer portal. I would ideally like to avoid having the customer set the priority? Can I do that? I can't seem to elect that the priority field NOT appear visible to the customer on the portal.
Cannot see images sent to our Zoho desk
I am not able to see images attached to email coming into our Zoho desk account. I have updated Chrome, cleared the cache, rebooted, verified being able to receive images from Zoho. All images (jpg, png, gif . . . etc) show the attached image instead of what our customer sends. This just started Friday 5/11/2018.
Where do emails go when fetching is off?
I have users that sometimes e-mail the support address but I don't always want it to automatically create a ticket. When e-mail fetching is off, is there a place I can go to see where the emails are? Or do they just disappear? Thank you!
Help Center
We would like to give our end users the ability to create tickets through the Zoho Desk Help Center, where they can see updates to their open or closed issues in multiple departments (selectable) and also submit to a department. Forms should be dynamic and adjust to the different departments form fields. Can we customize the Help Center forms to our needs, or can we use Zoho Forms to meet our needs? If Zoho Forms, please elaborate what constitutes a user in the subscriptions: end user or agent that creates
Support to Jira Integration
Is there anything on the Product Roadmap for integration with Jira? If so, can you put a date to it? Thank you!
Tickets not posting when forwarded from Outlook Address
My team has recently moved over to Zoho Desk and is loving it for the most part. We however haven't been able to get Zoho to accept emails forwarded from our IT@ Outlook 365 email address to post as tickets. I've verified the forwarding functionality by testing it with various other email addresses. All email addresses that I've tested with have accepted the forwarded emails. To me, this means that Zoho is blocking it because of it's forwarded nature possibly. Unfortunately, I don't think there are
What is the best way to create a list of customers?
I want to create a running list of customers in Zoho that I need to contact if/when a product is back in stock. Is there some type of note pad type function that can do this?
Is there a way to prevent one category from seeing the priority option, while keeping it around for the rest?
Hi, Our priority field now is not mandatory. There's one category we're thinking of adding where we want to prevent users from selecting a priority. Is it possible to conditionally hide the 'priority' option when this one category is selected? Thank you!
I have Wrongly Re-branded my company domain in Zoho Desk- how to Restore to Zoho Desk Default setting
Hello, I messed up my domain mapping in zoho desk can I get help resetting it?
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