Remote Authentication not working : Invalid APIKey
Remote authentication not working for me. A response I m getting after redirect {"result":"failure","cause":"Invalid APIKey"}
Automatic Product and Time
good day, is there a way to automatically assign a product as well time to a ticket. Thanks Rudy
Chat Button Float on Mobile
The Chat button customization pane lets you choose which side to have the button appear on. This option works well on desktop but not mobile. See pictures below: OPTIONS: DESKTOP: MOBILE:
Agent Level Access
Hi There, We think that this would be a good idea for our staff and all Zoho Users. We have it set up in our company that certain agents can only access certain things. Like a Level 1 User can only view and reply to tickets assigned to them only. A Level 2 user can only reply to tickets assigned to them and reply to the forums A Level 3 user can assign tickets, reply to forums and configure customer accounts. A Level 4 user is considered a supervisor, this role can assign tickets, reply to forums.
Change portal user to agent and vice versa?
As title says, how do I change a portal user to be an agent and vice versa?
How to use Filters on emails so that all emails do not turn into Tickets.
Hi Team I have question related to Forwarded mails from my Support alias on to the Zohodesk email. Presently, all the forwarded mails are getting converted into tickets and hence choking my Zoho Desk with unwanted SPAM tickets. Is there a way \, I can use filters on relevant emails to be converted in Tickets only ? Also, how we can tap to get the same subject emails landing into the same Ticket no? Looking forward for a reply Regards Eesha
Spacer.gif in e-mail
When answering a ticket by e-mail, a 1x1 image 'spacer.gif' is placed into the e-mail. When a customer wants to answer this e-mail but doesn't allow external content to be in the e-mail, the e-mail gets a weird format. (see image below) Is there a possibility to remove this 1x1 image when sending an e-mail from Zoho Desk?
Workflow Rule - Switch Request to Department
I am looking to create a workflow rule that specifies when an email arrives with subject containing "[content]" move request from Department 'Customer Support' to another Department 'Accounting Support'. I apologize if this has been covered, I wasn't able to find solution easily and our business model would like this done quickly. Thanks for any assistance necessary.
Chat Widget
Hi, is it possible to change the extreme high z-index value oft he widget? It´s impossible to stack the widget behind a overlay or sidebar navigation etc. .zls-btnmn { position: fixed; z-index: 2247483647 !important; max-width: 305px; box-sizing: border-box; } Thanks for your help!
Create Admin's
Hi, I have recently upgraded from Free to Professional. Free version i had 1 Agent and one Administrator, now when i view the Agents my Administrator is deactived and cannot be activated? I can no longer create support administrators, it tells me my license is exceeded. Do i need to pay $12 per Agent,Admin,and Custom? Thanks
Send email when a Ticket received DESK
Hello, I have differente types of SLA (Standard, Deluxe, Premium) Each customer has it´s SLA associated. I want to send an AUTOMATIC email when a Ticket is received This email will be different for each SLA For example, Ticket received of a customer SLA Standard, send automatically email template 1 Ticket received of a customer SLA Deluxe, send automatically email template 2 Ticket received of a customer SLA Premium, send automatically email template 3 How can I set up this? Regards, Unai
Response Time Wrong, way off.
Hi, I submitted a ticket earlier about this issue but haven't heard back, maybe other people are experiencing this as well? Basically all my "First Response" or "Response Time" metrics are completely broken, I'm getting 49hrs for first response average. And the reason I know its broken, is the response time on individual tickets doesn't record properly (at least in the way it displays that information in the ticket). Recently we've been testing this with internal tickets created by us to measure
Zoho Support - Make changes on ticket layout - Zoho Portal (help center)
Hello guys, I have a question about the Zoho Portal ticket creation layout. Before changing the UI Zoho Support, I could change the layout of tickets, both on page Zoho Support Zoho as in the Portal page. I'd like to know how I can change the layout of the ticket creation screens, since I'm no longer able to do so. Best regards, Cleverson Darsie
Email heading
My business name is Sharwood Hampers, my email is info@sharwoodhampers.com.au, but when I send an email out it reads that it is from sharwoodhampers. How can I read that it is from Sharwood Hampers (with the capitals and spacing?)
Restricted department acces
Hello, Currently we have 15 agents in our Zoho Desk. All employees have different roles and profiles, so not every employee is allowed to view every department. We have restricted the agent profiles to the allowed departments, which works fine. The only problem is, when an agent creates a ticket, it is still able to select every department, also the departments they're not allowed to view. Allowed departments: Selectable departments: Is there any way to fix this problem? Thanks in advance. Kind regards,
Import Contacts
Import Contacts Importar resumo Data Imported Successfully. No. of Records added: 752 No. of Records updated: 0 No. of Records ignored: 0 (Reason: Due to empty values for any of the mandatory fields) Se não estiver satisfeito com esta importação, pode restaurar a mesma emImport History but No contacts were imported. Best regards
Zoho Help Desk has frozen
Hi, We are currently running a free trial with Zoho to see if it is suitable for us and it looks like it has froze/isn't working. Whenever I try and load up the help desk, I get the Pendulum loading icon and it doesn't move away from that. I have tried going into privacy mode/clearing my cookies/shutting my PC down and I'm still getting this issue. Can you help?
Add video attachment to help center post
Is it possible to attach a video (instead of an article) on a post for the Help Center? I've looked at previous posts and apparently there should be the option to add a video up to 5 MB, however, I am having problems adding a video (only 22 KB). Is there a better way to add the video?
Ticket Template Not Saved
Hi, I'm trying to create template for my ticket, then I found some of the fields can't be saved. Zoho didn't report that I can't save it, but after saving, there is no update of the saved field. I want to: 1. Save the Ticket Owner to Unassigned; 2. Save the specific option from my customized pick list. (If I can't save this, I can't trigger my workflow automation) Both of the fields failed to be saved even I tried to save them in separate steps. Any suggestions?
Webform Code
Hi guys! I've a question about Advanced Webform code. After having created an advanced webform, Zoho Desk, generate a script to embed in web page code. Unfortunately, this source code is too long and not easy to manage. I ask you if it's possibile to get a short embed code (like the one that Zoho CRM generate when someone creates a webrform and selects "embed" as code format) by a request to our support. Thank you in advance. Regards Dino Biselli
Add time entry in Zoho Desk APP
Hello, We can add time entries vía web, no problem. But we don´t know how to add a time entry using the APP Please help
Email Notification Questions
Hello, Is there a way to have automated emails show as coming from [support@ourdomain.com] rather than [support@ourcompany.zohodesk.com]? The From Address is fine, but we'd like our automated emails to reflect the same address. Also is there a way to shorten the time that notification emails are sent? In testing the response time we've noticed that we're not getting the notification emails that customers would receive (open and closed ticket emails) until 30 minutes after the ticket has been actioned
zwitch
You Zwitch service hasnt transferred in all of my data, i have emailed and no-one has bothered to reply to me. Can someone please assist me with this
Remote assist invite not working
Hi, I tested the remote assist button with an email of my own. You are about to send a remote assist invite to ... I have not received invitation, it this functiionality not working? Regards, Arturo.
New Layout: How do I "Select All" and bulk edit ? (I want to select all non-closed tickets so that I can close them)
Perhaps I'm missing something obvious, but I can't work it out ..... Thanks for your help.
Linked tickets - Ticket Dependencies
Hello there, Is it possible to create a chain of linked tickets so they have to be processed in a specific order and the last one works as a prerequisite for the next one until all of them are closed? Thanks, Leo
How to calculate time spent in closure of ticket.
I want to created a dashboard in which i want to present the tickets with time. i.e how many tickets closed in 24hrs,48hrs and 72 hrs. Please tell me.
Is it possible to remove".zohodesk" from the reply/created/closed emails?
Can you change it so the messages the client is receiving come from help@company.com rather than help@company.zohodesk.com?
General guidance on Ticketing web widget
Hi, I guess my requirement is quite different. I need the Zoho widget to be displayed on my website. If the end user click the widget, a pop-up window should open and users can fill the fields, the response will be converted as tickets. I have seen that there are feedback widget and an embedded web form available in zoho. I thought the feedback widget would help me but i can not add my custom fields in that feedback widget option. So how can i create a custom widget for getting tickets?
How to test/demo free version?
When I click on my agent name, the panel that slides out indicates I am on the "Professional Edition". I want to demo and test the free version. How can I downgrade to the free version to see what capabilities it offers and the limitations it may contain? Or do I need to wait 14 more days to see that? Thanks.
Is There Significance in Email Subject Line
The email that the client receives has a subject header line that starts like this: [##${Cases.Request Id}##] Your ticket has been created Is there significance to the exact format and order of things: In other words, does the Ticket ID need to be in square brackets and surrounded by double-# and appear at the beginning of the subject? Is that used by the system to append comments, etc. if the client elects to reply to the email?
Service doesn't work properly + IMPOSSIBLE to reach tech support (screenshot attached)
1. System returns "Domain name already exists". How to fix issue with adding Help Center? [Setup > Help Center > Add Help Center] 2. Is Zoho tech support always unreachable by phone?... Funny thing is phone system always says "You Are Caller Number 1"... Last few days I spent hours on hold - attached screenshot of few recent calls...
How come I couldn't add files to my tickets
Hi there, I am having trouble adding attach files to my tickets, it gives me a message "unable to process your request" what can I do? please help thanks
How to Change My Name (Main/Initial Contact Name) in Mobile App
Somewhere there system has retained the "fictitious" name I use to initially test/trial your product. Now that I decided to go with your tool, I already have another ticket in help me update our main email address with our real support email address. I just installed your mobile app and the First Name and Last Name that appears is the fake one. How or where can I change it?
Zoho Desk is producing a blank page
Our Zoho Desk is producing a blank page. Clients can submit tickets, but we can't see them. Can you identify why this issue would be occuring?
How do I convert my enterprise trail account to free account?
When I created a free desk account of 10 users, its directly giving me enterprise account for 15 days trail. How do I switch from enterprise account to Free account?
How to change Company > Primary Contact > Email Address
How can I reset the Company > Primary Contact > Email Address? I tried changing one of my agents from Roles & Permissions = "Agent" to from Roles & Permissions = "Admin" so I could use that agent to change the main email address. That did not work. I still cannot change the main agent's email address. How can I do that? (see https://help.zoho.com/portal/en/community/topic/how-to-change-company-primary-contact-email-address)
In Zoho desk, the remote assistance option in an open ticket is not sending the email to the user?
Has anyone found a way to fix this? I have tested on multiple email addresses.
Zoho desk
Hi, I'm new to Zoho and tried setting up our accounts. I forgot what I did but when I go to Zoho desk, I am redirected to our website. I went back to Zoho home page where i can see all options, CRM, etc and clicked desk and I got the same problem. Please help. Thanks
How to change Company > Primary Contact Email Address
How can I reset the Company > Primary Contact > Email Address. I set it up simply to test your product and now I would like to use our official support email address.
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