Answering Calls through Zoho Desk Phone App
Our team is always on the road and we do not have a stationary customer service department. We need to be able to receive company calls from our cell phones and have it linked to the zoo desk app so that we can easily log calls. How do we get this to work?
Zoho Desk has one for the team-players!
Customer service is seldom one agent's duty. So why not put more heads together and deliver better service? Introducing Teams. Zoho Desk now lets you organize your agents into teams, based on the needs of your customer service process. Configuring Teams gives your customer service agents more room to plan their day. Where one agent used to rush to tackle their tickets, agents can now come together as teams and handle tickets with ease. Teams is similar to the organization-wide Groups feature that
Behavior After Closing Ticket
Is there a way to automatically go back out to the main Desk View (Open Tickets) from inside a ticket once that ticket has been closed? (Thereby eliminating the extra click?)
Reoccurring ticket for tasks needing completed each month??
I have searched the threads in this forum and found some related questions but the responses from Zoho were rather old. The most recent was from 1 year ago and stated that this function was on the to-do list but was not very high in priority. Has the function to create reoccurring(weekly/monthly) tickets been implemented in the past year or Is it still in the works? Thanks
Sync between Zoho Desk and Zoho CRM
I would like to Sync between Zoho Desk and Zoho CRM- with a approval. I would like for the customer to enter the customer self service portal and update their contact information in Zoho CRM, after approval.
CNAME subdomain issues
I added a CNAME to my domain for the desired subdomain (helpdesk.riverfoursquare.net) and pointed it to 'customer-support.zoho.com.' 'https://desk.zoho.com/support/riverfoursquare' redirects to 'https://helpdesk.riverfourquare.net/support/riverfoursquare', but the page cannot be displayed. Right now, I'd prefer to just switch it back to the default. Is there a way I can do that myself without needing to involve you guys? Thanks!
How to integrate other IDPs like Google and Facebook to sign up for my area?
Hi, We want to integrate other IDPs like Google and Facebook for our users to create an account to access "My Area". Please let us know how to do that.
Default Department - Help Center
I am customizing our help center. When customers submit a ticket, I would like a department to be selected by default. Right now the drop down for department has a default of “Please Select.” Is there a place I can change this so it by default selects the department MSL Support? Thank you for your assistance.
Not receiving notification emails when ticket is created in ZohoDesk
When new tickets are created in Zoho desk we are not receiving email notifications of the ticket being created. The users can create tickets through email and I see them in ZohoDesk.
Customer Portal: Different accesses for registered users.
We are looking for a functionality such that we can provide selective access to registered users. For example, for a group of users we can show them only ticketing when they log in but for another group we only show knowledge base and for a third group we show both knowledge base and ticketing. How can we accomplish this?
Workflow Limitations
Your current workflow limitations are 20/Department/Module - for the enterprise edition. Are there any plans to raise this? I have easily met this limitation and need more in the future.
Zoho Desk, now smoother.
Hello! Team Zoho Desk is constantly looking at ways to improve user experience, and we have a bunch of updates on that front, all aimed at better navigation. Heads up, all of these UI enhancements are set to go live late next week. Navigating between Modules Drop-downs can be a drop in efficiency, and we see that. We've unfolded the Modules menu into a simpler format, all readily available on your Top Bar. Some key functions like Search and Quick Add have also been made more prominent, for quicker
Tables - how to change column width?
Hello! Is it possible to change column width in tables when creating an article? And another question: by default, there is no indent in paragraphs, but there IS such indent in table cells. This leads to not very good look of tables. Please, check attached screenshot. It will be great to remove first row indents in tables (and add them in paragraphs), and allow changing column widths. What do you think?
Client Notification E-mails
Hello, I was wondering if someone could help us with this one... We have Zoho Desk set up so that when a customer e-mails in, a ticket is created and they automatically receive an e-mail response letting them know that their message has been received. The same thing happens when we create a ticket in Desk - an automatic e-mail is sent to the customer. What I would like to do is change it slightly so that when a customer e-mails in, they receive an automatic response but if we manually create the
Integration between Desk and Project Bugs
The Integration with Projects from Desk is great but a couple minor changes would really enhance the user experience. 1. Make sure you can see which tickets have been assigned to a Bug from the Desk Views 2. Integrate new Projects to desk automatically. 3. Integrate the language change in Projects into Desk. If Bugs has been renamed in Projects, Desk should reflect the same name change and icon used in Projects. If anyone has a solution to these 3 points, please share them.
Common Articles for different departments
Hello, We are currently evaluating Zoho desk. We have encountered a serious problem/inconsistency in organization of ticket channels and knowledge base system. We have two departments for our different support teams at different geographic locations. These two teams are supporting customers in their territory and they are supposed to receive support e-mails from different e-mail addresses. So, I created two departments, one for each team. Everything is fine up to this point. Problem is, both teams
Automatically Assigning Tickets to Offline Users
Hello, I have created a 'Round Robin' rule that automatically assigns tickets to particular group of agents inside a department. (Rule assigns tickets only to particular 3 agents out of 7 agents.) Do you have an option, such that, the tickets are always assigned to these group of agents in turn, regardless of their availability? I don't want the tickets to be assigned to remaining 4 agents. Note: I have put these 7 agents in the same department because of common knowledge-base issues. Thanks and
Adding Customized Flag Field in Zoho CRM Accounts & Ticket Form
I have added one list of value field labeled 'Service Contract' having values Active and Suspended in Accounts form. Now I want to reflect the same field in Ticket form. I haven't find any way expect adding one customized field in ticket form but concerns comes How to link it with source field in accounts form. the field in ticket form will populate the value same defined value. How to achieve this task? Hope to have quick response, as it is mandatory.
Adding Secondary Email
Why is my email mark as spam when i try adding it as a secondary email?
Can i disable the Anti-Spam filter for Zoho Desk?
Many important tickets are getting posted under the Spam folder. Can you please disable the Anti-Spam filter for our Zoho Desk or allow us to disable it somewhere? Thanks in advance.
Adding sub-section results in "Unable to process your request" message
I'm trying to add a Security sub-section to my KB, but it results in a "Unable to process your request" message popping up. If I edit an article, and try to create the sub-section that way, it reports that "This name is taken" I have a feeling I created it quite some time ago and deleted it, but can't find it in recycle bin to recover. Any suggestions? Thanks, Angus.
Remote authentication with WordPress anyone?
Has anyone come up with a unified authentication from a WordPress site (self-hosted) into Zoho Support? I've read the documentation already but can't quite figure out how to make it work. Thanks, Jeff
I am looking for that person who guide me for zoho Basic ?
If any one there please help me Thanks
Domain Mapping
Hi, I tried to do the url domain mapping thing and now when I click on zoho desk, it directs me to my web address but it says 400 Bad Request. What should I do, I can't figure out a way to get back to the original desk application. Thanks. Roberto
Field Update Date Limitation
When a customer submits a ticket, we have them include a date of incident on their ticket. From this date of incident, we need track 120 days so we know when we must initiate the next step of our process. I am attempting to create a field update on a new field that would trigger upon generation of the ticket that would update to 120 days from the date of incident field. Unfortunately the system is limited to two digits and the maximum I can update to is 99 days. Would it be possible to allow three
Is it possible for the email editor to fetch the contact's email address from a custom field?
Hi, Suppose I have a secondary email address field on my ticket form. When I send an email to the customer, is it possible to fetch the email from that field instead of the default email field. That way, my "To" recipients will be the one on the custom field. Thank you. Jordanne
Zoho Desk only some emails generate a ticket
Hi, In my office (WWW.ICONNECT.CL) only some email generate a ticke on Zoho Desk - noc@iconnect.zohosupport.com (for Network Operation Center) - Sourse email noc@iconnect.cl Thanks a lot
Please disable SPAM filter in our Zoho desk account
Tickets are getting posted under SPAM Filter. Or please give us a tool with which we can enable/disable spam filter
Unable to Edit the Email Addresses of Agents
Hello, My company has changed our company email and I need to update the email addresses of all my agents. When I go to edit the agent info, it is not possible to edit the email address. Is there a way to edit these (including the primary admin)? Thanks, Jason
How to embed a video from personal website page.
Is it possible to embed a video from my website page? Actually i want to embed HTML from my website rather than YouTube.
How do I continue with a free plan for ZohoDesk
I only use 2 users so a free plan would suffice, however the upgrade options do not include the option so stay on a free plan. I cannot respond to any tickets as the trial has expired.
How to combine two tickets from the same sender
Hi there, I would like to group/link/merge tickets that are related to each other, how can I do that? Thank you BR, Betty
Notifying customer when a ticket has been logged
Hi I'm just wondering if there is a way within Desk to automatically send an email to a specific email when a user of a specific group has logged a ticket? As mentioned would need to only go to that specific email when that specific group has logged a ticket. Thanks, Alex
Portal Social Login?
Will there be an option to allow users to register for the Desk portal with their social media accounts like Facebook or Twitter?
post clipart
wanting to know if you can post clipart directly from cache, copy artwork , cells from excel, screen grab, etc... currently having to save any files into jpg then uploading view the insert button, then go back and delete the jpg Are there plans, or should I use in a different mode ?
Bad Translator
Dear Support, I'm fowarding some sugestions to better translate to Portugues (Brazil) Inscrever-se OK no very bad but better in Brazil is "Cadastrar-se" in Signup then "Cadastrar-se" is very bad translated in Brazil, correct is "Login" or "Entrar" in this screen alter "Inscrever-se" upon from Name/Email because is incorrect
I want to filter tickets those are not in my contact list.
I want to filter tickets, thats are come from unknown contact. I want to accept those tickets, that emails are present in my contact list. i have synced my contact list with zoho crm. So that i want to filter tickets, that email are not present in my contact list
Set Priority on new records based on the subject?
I'm using a form to send information from my website into Desk. I need a way to set the priority of a ticket when the subject contains specific text. I've been trying workflows and macros but can't find a place to set conditions. For example, if the subject is "Account Closure", I want to set the priority to "High". Thanks Jeff
Unable to send out emails from Zoho Desk
Hi, We're unable to send out emails from the system for almost half on hour now, getting this error: Hope you can urgently assist. It's not a problem with the network as we're accessing it from different locations.Thank you. This happened before and I was told it was due to a limit, but I was told there really is no limit. Jordanne
Zoho desk domain
i have updated the domain wrongly, so please reset it
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