Disabling Email Notifications (Free Plan)
Is there a way to disable the automatic email notifications that customers receive on free plan? If so, What is the work around? If not, Do you plan to fix this? Best, Jacob
Invite user email
Hi I'm trying to invite or re-invite end users to join to Zoho Desk, but if their email provider is google mail they don't receive the email, but Zoho Desk inform that teh email was sent. The email is not in the anti-spam too. If I sent a ticket by email and answered, they received the email What´s wrong ?
Change Requester of ticket
Need the ability to change a ticket requestor. Who the ticket belongs to We use Zoho to communicate to our employees in a quick efficient manner, they submit via email and we reply. They at times when another employee may send on behalf of.. (angels machine is down, or peters email is not working) in either instance the issue could very well be sent from someone else. I know as an agent I can submit as #original_sender {sender_email}, or recreate a ticket with the proper fields This is day 2 of
Auto Invite "From Address" not updated
Hi, I have signed up my Zoho Desk account using paypal@terracottachinese.com. However, after that I changed to other primary address: hz@terracotta-mandarin.guru. All the rest of the email sender address has been updated. However, the auto invite "From Address" is still using my previous email address (as show below). How do I change this address? Thanks.
Request New Feature: Keyboard Shortcuts to Automatically Close Tickets
Its so inefficient to close tickets manually by needing to click the button with the mouse key - please set up a keyboard shortcut - that should be so simple to implement and can even do this in Gmail. If you also want this feature, please comment on this message!
Remove formatting issue
Hi, I create a template to our customer and use Remove Formatting tool in order to make all text of the same size. And I send it as usual to our client. But then the text appears with the words combined. Please check the screenshot and let me know how to fix the issue. We have the same issue with all our agents. Thanks, Lola
Add Help Center Users to Departments
Is there a way to associate the Help Center to a Department and then restrict the user to only be able to see their assigned departments tickets. I see i can do it with an agent but would be nice to control what the help center user can see.
delete a user on Zoho Desk
Kindly I Need help to delete a user on Zoho Desk but I deactivated but not deactivated with licenses so what can I Do?
Round Robin is not working since a couple of days
Dear Support, Since December 2 tickets are not being assigned by Round Robin. All new incoming tickets remain unassigned. Our agents are online and Round Robin Rules are enabled. Has something changed? The last few days we get more tickets. Is it possible that Round Robin hold the unassigned tickets in queue? Regards, Wishal Jagessar
sudden change in contact information for new tickets
We are beginner users with ZOHO desk. Our registration form for requests for support is built in Wufoo and upon submission, an email with relevant information is sent to ZOHO and a ticket number is generated. I noticed that beginning yesterday, the apparent source of the ticket shifted from Wufoo to the preferred email address in the Wufoo form. This is great and I want to keep it this way, but I have no idea why it started and want to make sure we understand where that information is coming from.
searching contact list
How to modify the contact module so that I can search by account name?
Incomplete German translation
Hi Zoho team, i have issued a ticket about this but haven't heard back from you guys in the last 3 weeks. We want to offer our customers a easy way to use the tickets and knowledge base and English is for some a hard task. Also having a colourful mix
I changed my signature but it doesn't show as shown in the editing window, instead it shows as it was before saving it.
I added an image via URL in the original size, added a description thinking it might be an alt tag (which would be useful when some people or email clients block images in emails, so incidentally you should have that instead, which is more important than having a caption). Then I sent a test email, saw that the description is visible as a caption, so edited the signature again to remove the image, and add the same image again via URL, in the best size, without a description, and saved it. I sent
How to remove word verification
How do we remove the word verification box from the New Ticket form? The captcha is extremely hard to read and requires 4 to 5 tries before you can get the correct word, it is creating many customer complaints. Mark
Can not use Email module in Zoho desk
Hi, team, i can not use my Zoho desk integrate with my email?
Ticket re-submitted on its own
I just had a ticket submitted that was an identical repeat of one I had closed the week before. The client says she did not resubmit the ticket. In fact, she did not submit any tickets today. Has anyone seen this happen before and, if so, what can I do to make sure it doesn't happen again? Thanks in advance, Mark
Header
How can we remove the Company Name 'text' from the header on help center in zoho desk? I only want to display the logo without the text.
Dealing with ticket history of contact who left company
Are there any best practices for handling the ticket history of a contact who is no longer with the account? I would like to delete the contact but retain the tickets in the account. One thought I had was to create a fake contact under the account called "Former Employee" or something and merging each person who left with that contact. Over time Former Employee would basically become a dumping ground for all tickets from people who had left. Any other suggestions?
email template - notify
When a ticket is received, we have "Creating a new ticket" notification under Group Notifications sending a notification email to agents but would like to see the requestors name ${Cases.Contact Name}, vs the company name? any thoughts?
Can we have a have a separate Cancelled status for Tickets?
Hi, I noticed on the Ticket Status field that it only has 2 main Status options - Open or Closed. It would be best if we have a Cancelled option that's not categorized on either, for emails such as Spam, email alerts etc, which are not valid concern nor issue. There are a lot of scenarios wherein auto created tickets are not appropriately tagged as a closed or resolved ticket. Now, the system does allow us to create custom status, but we need to choose whether it's considered an Open or Closed status.
Problems when renaming a value on a Pick List field selection
Hi, I have a list of values under a custom field pick list (under Tickets) , and when I needed to rename one, I noticed two problems: Scenario: Under Custom field Account Name H-P, I had a value called NIYAMA by Per AQUUM, now I replaced it with Niyama Private Islands Maldives. 1. It did replace it on the custom field pick list, but not on the actual selection when creating / modifying a ticket Pick List under Settings: Pick list selection when modifying a ticket, the NIYAMA by Per AQUUM should
Trigger a rule when a specific field changes
Hi there, Is there a possibility to trigger a rule when a ticket field changes (for example, the due date is manually set a day or week later than the previous value and the contact needs to be informed about his)? At the moment, I only see very specific options in the criteria fields, like "is", "is not", "before", etc. but not, "Changed". If there's anyone with a workaround for this, please let me know.
Related articles
Hi, We have created multiple departments which are distinct from each other. Each department has some articles for help center purposes and each article shows list of "Related Articles". Problem is that the list of "Related Articles" has articles from different department also which is irrelevant. Can we show same department articles only in "Related Articles"? Thanks Humanital
Help
I have a ticket assigned to an agent, but another agent closes the ticket, how can I know who is the agent that closed the ticket, because in the interface is still showing the agent who had it assigned? Regards Orlando
ZOHO Dest and Advanced Analytics
Good day all, I have subscribed to Zoho reports in order to be able to create more advanced reporting, we currently have 4 Zoho Desk licenses, but only one Report. Do I have to have a Report license per Zoho license or one license is enough keeping in mind only one user will be creating reports. If I have to have a license per user how can I reassign my license to the user who will be creating the reports. Can someone explain how the Zoho Desk and Report licensing integration works Thanks
Cannot create tickets.
Hi, I'm testing ZohoDesk, and my users (customers) cannot create tickets any more using the web portal. They got: cannot create a ticket" Thank you.
Embedded webform attaching files but does not show on UI
I have an embedded RTL form, when user is attaching a file, the form still looks the same. It does not show that the file was successfully uploaded. Instead the users see no change at all on the form. See previous thread here Did I miss another part of the code?!
SSL Error
I am trying to setup Zoho Support on own domain support.ripplio.com. But having following SSL Error (I am using Chrome): This is probably not the site you are looking for! You attempted to reach support.ripplio.com, but instead you actually reached a server identifying itself ascommunity.wattio.com. This may be caused by a misconfiguration on the server or by something more serious. An attacker on your network could be trying to get you to visit a fake (and potentially harmful) version of support.ripplio.com.
Telephony Integration
In May at Zoholics I attended a seminar titled: Zoho Telephony Platform: Jive. I don't see the Jive options in Zoho Desk. How is that integration set up?
Change from email (alias email address)
Hello, We registered a new domain companydomain.com and we are currently using aliased emails temporarily, so a few users have gmails and the registered domain allows forwarding the emails to their gmails respectively. We'd like to setup Zoho desk From Address to also use companydomain.com domain, but when clicking the verification link which is sent to support@companydomain.com (and according to our current setup it is automatically forwarded to support.xyz@gmail.com), but it still shows Not verified.
Update fields automatically
Hi, is there any way to do the following: I have a numeric field ("Support Hours") associate to the Accounts , this field is the maximum support hours that this customer has. Each time the customer opens a ticket the support agent update another field (time spent in the ticket). What I need is, automatically, detect when the time spent in all tickets of Account is greater than "Support Hours" field. Is it possible to do this in Zoho Desk? Thanks for your help
How to change login url for remote authentication zoho desk without changing auth key?
Dear Team, Please assist me in changing the login url of remote authentication in zoho desk app without affecting the api key. Thanks, Priyanshi
Upload attachments from the cloud
Have you ever found yourself in a position where you’re trying to get files out of the cloud and attach them to records in Zoho Desk? You probably end up having to download the file to your computer first and then attach it once again to a ticket or an article. Not anymore! We just sneaked in a new feature called "Cloud Picker" that allows you to create a direct connection between your cloud storage service and Zoho Desk. With instant access to your cloud-based files, you can attach them to Zoho
Report of SLA violations
Hi, I'm trying out Zoho Desk. One of our key criteria is to produce a report of all SLA violations. I have created a summary report with columns for SLA Violation Type and SLA Name (plus Account name, Ticket #, Ticket Owner, etc). The one thing I cannot get to work for me is the SLA Name. It is always just a dash "-". I expect this would come from the SLA name used in the Escalate SLA, where I have created a SLA by following article creating-and-using-slas. Can you help me? Steven
Can we have a fresh start for ticket numbers
Hey so we were testing the ticketing portal and imported some hundreds of tickets. We went on to delete the tickets and import a new batch of tickets but the ticket numbering did not start off fresh. Is there a way to start with again from 0,1... when we delete all the tickets? Thanks, Aniket
Zoho desk integration with third party helpdesk system
I have the following question and would need some advice: * We currently use a shared inbox in exchange 2016 (itsupport@) * We have two extra (external helpdesk solutions) * We would like to integrate all the helpdesk into one solution. So how could we support following scenario: * User is sending email to our itsupport@mydomain.com address => Creates a ticket in Zoho Desk * Agent looks at the ticket and sees that it should be solved by external party * Agent updates the ticket and sends an email
Deleting/Changing endusers
Please advise how I can deleted deactivated end users and how can i change an end user to an agent.
Customer facing link
Can you direct me to where I can find the URL I would use to get my customer from my website to their tickets in the system? I have poked around some and searched but I must not be asking the right question.
Too many redirects
In attempting to go to my own support portal page via my iphone today, I got an error from Safari saying "Safari cannot open the page because too many redirects occurred." What's up with that? https://support.turbosaquatics.com/portal/home
closing account
I wish to simply close my account. But system will not let me Settings Manage your preferences and access information. Close Account Delete permanently all the services data and account information, which cannot be restored in future. Your account is part of Business Organization : "aartprint". Please, contact your organization administrator (aartprint@hotmail.co.uk), to close your account. Eventhough I am logged in as aartprint@hotmail.co.uk It seems like system is designed to not let you cose
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