CNAME problem
こんにちは ドメインにCNAMEを追加し、「customer-support.zoho.com」と指定しました。 私は "https://desk.zoho.com/support/nicoco"をリダイレクトできません。 今私はそれをデフォルトに戻すことを好むでしょう。 ありがとう、
More than 6 months reports
Hi, currently I am using the free version of Zoho Desk and I only have reports from last 6 months. I would like to upgrade to Enterprise release in order to have multi-brand portal and other features but I do not know if this release has the same limitation of 6 months reports. Is it possible to create reports of more than 6 months in Enterprise release? Many thanks for your help Samuel
Re-open closed account
Hi. I have a closed account that needs to be active again. What should I do? Kind regards,
Domain Mapping has locked us out of our Zoho Desk account
We applied the incorrect url during our domain mapping and are now locked out of our ZohoDesk account. We have no accesss to ZohoDesk log in credentials or UI. How do we gain access to our account to make the corrections?
Domain Mapping Issue
I checked this KB link : https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping I am pointing my domain with IP address and not managing DNS on my server.My Domain is with godaddy. As prerequisites says needs to have subdomain , that i created on my server using cpanel. After that it suggested that i need to create a CNAME and point it to the said host.I did that as well. Now its not pointing to my support page.I tried to put domain like support.DOMAINNAME.com
Problem adding a new agent for existing email id
Hi, I can't add a new agent because it is giving the error: Email already exists. Please choose a different email id. When I search the desk using the email id, a customer profile exists for the ID. So could you please make the necessary changes asap. Thank you.
Signing up for free version
I signed up to see the free version and got an enterprise trial instead. Is there a way to switch it to the free version?
disabled agent cant be a customer
I am new to this ticket system. I sent an invite to another email address of mine and realised that invite was to be an agent. I then found that using that email address I cannot be a customer. Is that correct if an employee was relived of agent status they could not order service from me?
How to Instal Service Desk Plus In windows server 2016 Core
Can it be ?
Can't visit the Desk Dashboard
After logging in, I am trying to access Desk but it is just refreshing again and again. Do we have a problem?
No me importa los contactos
Hola! cuando quiero importar los "Contactos" no me los importa. Hago todo el procedimiento y me dice que se han importado, pero no lo veo reflejado en el Zoho Desk. Tambien hay varios campos que no me deja seleccionar para importar, como podrán ver en la imágenes adjuntas. Saludos, Gabriel.
Can only use incognito to login
I am an Zoho Admin and, another Admin who has been out on vacation came back to find some odd issues with Zoho. First, she could not login w/o having to view the Enterprise Plan Trail splash screen (Note: she never saw that before and wasn't sure why she was getting this) then, finally got logged in only using incognito. Once logged in it was discovered her Admin rights reverted back to Agent (non- Admin). Changing the role was easy and solved part of the issue. She cleared the browser cache and
Migrating from Sharepoint to Zoho Desk Knowledge Base
I have an excel file with the entire structure of our Sharepoint folder structure. How can I import this into Zoho Desk so that I do not have to manually recreate the sections and sub sections of the knowledge base?
Workflow alert not triggered when update a field
Hi, I try to set up a workflow to alert the agent if a certain field is updated. I set the rule to execute on Field update, so supposedly, when I update the specific field of the existing ticket, that rule should be triggered and send out an email alert to me. However, I didn't receive the email alert. It's not in my email spam, and when checking the history of the ticket, I can see that there's no rule triggered. However, I've done other similar workflow settings for executing on creating the ticket
Define business hours for ticket tracking? (IE Excluding weekends)
Now that we have our entire support staff on Desk we have a KPI (key performance indicator) report setup to track resolution time. However the system takes weekends into account. So if a ticket is not resolved on a Friday and closed early Monday it still reports as 48hrs+ resolved time. Also putting a ticket "on-hold" does not pause the timer either. So say we're waiting on a customer to get us more information the system still thinks it's the Desk user that's taking forever to close a ticket.
Password Reset Email
When users attempt to reset their helpdesk portal password, the email is sourced from the @portal.zohoaccounts.com address and get's caught in our clients spam filters. Is there any way to have the email sourced from our 'from address' which is routed through our mail servers and then doesn't get caught as spam?
Email notifications
We have three agents, however we want the notification email of a new ticket only to go to one. Is this possible? Currently it goes to all 3
Remove sign in page to access community
I need help removing the signin page to access community tab in order to create a topic and linking it to the 'ask community' button on help center homepage.
Printing Knowledge-base
I am looking for a way to cleanly print knowledge-base articles, either from the agent portal or from the user portal. Can this be done? Thank you.
Setting up sync between Desk and CRM
Hi, I was having a look through the Desk integration to Zoho CRM, what I am looking for is what is possible in a 2-way sync between the two programs. Currently we have two different teams, one would use Desk primarily while the other would use CRM. If users in Desk update certain values against the customer and/or account record such as notes (i.e. - customer is now on "Non-Support" as of 23.10.2017 and the status would suit) - can the matching CRM record receive that information and update that
Zoho Desk Reports
I've been running a variety of reports using Zoho Desks reporting feature, however recently I've found that any report with the primary filter of Modified Time is Today, whenever I automate an export, they do not export saying so data is found. In depth it's like this: Advanced Filter is: Accounting is Pushthrough and Case Modified Time is Today and Case Modified By is not IT Admin And I set on the report scheduler to have this report exported at 11:50PM everyday and each time is exports, I am told
Lost email thread: Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds
Then I get: "Content is not available. Please try again after some time." I have logged out, refreshed countless times. How does an email program just lose an email thread? ****edit this is happening on all my open tickets now******
Zoho "Sorry for the inconvenience....feedback form", doesn't work and on my Portal?
I've attached a screenshot of this "feedback form" that all of the sudden shows up on the home page of my customer portal. It's also showing up in my internal desk when I click on Agents under Organization or Users under Channels - Help Center. I tried completing and submitted the form as an agent in Desk and got an invalid URL error from Zoho. If trying to fill out on the portal page I can only add text to the subject and message fields. Clicking Send pulls up a blank webpage....the url is
Not receiving emails / No Contents
Emails are down!!!!! No Contents in current emails! No replies from ANY reps!
Linking article with multiple departments
Hi, Inside Zohodesk knowledge base, I want to link the same article with multiple departments. How can I do that? Is there any negative impact also on website ranking if I do so. Regards, mukesh
Multiple ticket formats
Hi. My company is at the beginning stages of configuring Desk to replace our current help desk ticket system. Our need is to be able to create a different ticket format and required fields for about 15 different internal departments. For example, our real estate department needs a different set of fields for tickets about store maintenance than our customer service department needs to process customer refunds. I have seen a couple of forum topics relating to multiple ticket formats being a future
Pre Chat Question on Website
Is there a way that my visitors can start the chat by simply entering a message without their name and email address?
Support Desk Free Account Issue
Hi There, Recently just set up a Soho free account, however, it has forced me to the enterprise 15-day free trial are you able to place me onto the free account or show me how I place it onto a free account? Thanks, Josh
domain mapping
i need my domain mapping reset to get access to my account email address is castjim70@gmail.com
Zoho Desk Expoorting Account Comments
Hi, We have a customized "accounts" system in our zoho desk from the previous version. is there a way to export the comments on these accounts? I am able to export the accounts themselves, however we have been extensively using the comments as tracking for status. Is there a way to export it as CSV? Best, Andrew
Autofill Customer Portal Form
I'm using Desk. Is there any way to set-up the Customer Help Request template so that it auto-fills certain fields (email, contact name..) automatically? If the customer reaches the portal from our website they will have already logged in on our website and we don't want them to have to login again when they go to our portal or enter their contact info again to submit a ticket. Can we set the template so that On Load it autofills the Contact Name, Email equal to those parameters sent from our
On the Desk Customer Portal, can you link to a webform built in Creator
Several questions regarding Desk: If I use Creator to build a new ticket template for the customer to access from our portal, how do I link to the form from the Customer Portal in Desk? Same question again only with the Adv Webform. Is there a way to disable the pre-existing ticket template on the portal and have customer requests go straight to an advanced webform to submit a ticket? Is it possible to completely remove the Sign-In from the customer portal? I know how to modify the HTML so the
How to create a field "Account" in task module?
Hello world, How can I create a field "Account" in task module? Thx in advance
How to show a custom field from Accounts in new tickets?
Hello, In Zoho Desk I have a custom field in Accounts module called "Collections". It's a checkmark that lets us know if a customer owes us money and is in collections. How can I show that custom field in the new tickets that are opened?
Creating separate products for mobile app and web app?
I'm just curious if anyone has created separate products for their mobile app and web app. The actual product is the same, but the application type is mobile vs desktop. I didn't know if it would help make setting up templates and workflow rules easier if they were set-up as two different products or if anyone has found a better way. Thank you! Kristy
How can I create a Custom Function that searches for tickets based on part of the subject of the ticket just created
I am looking for examples or documentation of custom functions for Desk but I don't find examples of search for tickets based in part of the subject. (subject contains a string). Something like: zoho.support.searchRecords("Tickets","PORTAL","DEPARTMENT","Subject","contains(*tarea*); Any ideas on how to accomplish this? The objective is to link the tickets or merge the tickets with the function.
How do we change the default time for displaying agents tickets ?
Hi, We are sortof still new to Zoho desk, but have lately discovered that some of our agents have trouble to locate older open or "on hold " tickets since they are about 3 months old.. Is there anyway to change the default view setting for agents from (i assume) 30 days to 90days or more ? //micke
Can I set a default email template that is applied when Agent selects 'reply' or 'reply all'?
Can I set a default email template that is applied when Agent selects 'reply' or 'reply all'?
Using snippets on iPad or Android tablet
Hi There, I was glad to see you introducing the snippet tool. Can you tell me if it is supported on iPads and Android tablets? On the PC it's triggered by TAB. All the best, Ron
Email template
Hi Need help about the ZOHO desk email templates customization
Next Page