Desk - assign to CRM contact owner
I'm setting up Zoho Desk and I can't figure out how to automatically assign tickets to CRM contact owners. CRM and Desk are already integrated, but under assignment rules I can't pick contact owner. What am I missing? Thanks
Sending a ticket from Desk to BugTracker
I am unsure how to send an existing ticket in Desk to BugTracker i seem to have the setup correct yet cannot see the "bugtracker" in more options for the ticket what am i doing wrong? Kevin
Tickets are not fetching all of a sudden
I do not know, I have tried to call on the phone for my problem that support emails are not creating tickets all of a sudden, it was working alright, but one day at night I checked why the organization having support emails and i figured the tickets are not working I am using the zoho desk and I tried to work around but nothing possibly there even you can not see the log file. Please do help us if anyone can aproach the zoho....
How to Change an Agent's Email Address
I entered an agent's email address in wrong. How do I change it?
Customer Reviews
When testing leaving customer feedback on a zoho desk ticket I've noticed that the ticket gets reopened. Upon closing it notifies the customer again, asking them to leave yet another review. I'm sure this can't be intended...
Suggestion - 'Snippet' option for Response tab
Love the 'Snippet' feature for ticket replies - saves time. Most [80%+] of our tickets are repeat issues that I have 'snippets' setup to respond to. A nice upgrade would be to have a similar function for the Resolution field, as I always put in the same text to describe what I did to resolve the issue. Thanks
Change layout for submit ticket on Help Center
Is it possible to change the submit ticket layout inside help center?
Feedback for doesn't render correctly on mobile devices
Hello, The "feedback" widget does not render correctly on mobile devices, ie. iPhone. The entire screen is covered by the search button screen, I have attached screen shots of the problem in both "portrait" and "landscape modes". It also does the same thing when using embedded form on my contact page. It is essential this works on mobile. Thanks for your help! Allan
Feedback Widget is broken in mobile
Hello, The "feedback widget" doesn't render correctly on mobile devices like the iPhone. The entire screen is covered by the widget's "search-article suggestion" screen. I've attached two images illustrating the problem in both portrait and landscape modes. It's essential I get this to work properly. Regards, Allan
More than one client in ticket
Using followers I can make more than one agent to be notify about changes in a ticket. Can I do the same for end users? My external clients are clasiffied as end users, and there a some issues that concerned more than one of them. Thanks.
How to move "agent" to be "user"
Hi All, How to move 2 agents to become 2 users? There are 2 account which previously "agent" which we want to move to become "user". We try to deactivate them as "agent" and then invite them as "user". But, it's failed. We try to delete them first, but there's no option for it. Thanks, Johan
Ring Central bridge to ZOHO support
Hi how can I bridge ZOHO support with my ring central account? I'm NOT using ZOHO CRM, but ZOHO support. the function is not available??
Custom Function: search for field value in Account
Hello, when a custom field in the ticket is updated to a certain value, we need to retrieve the value of a field in the Customer to which the contact belongs to, and set a field of the ticket with that value. We think this can be done with a workflow & a custom function. We would need help with the custom function since we have very very few (almost none) experience with this. The details are as follows: 1.- The workflow is triggered when the field "Create Return" in the ticket is updated to "Yes".
Concept of "Companies" and "Contacts"?
We are just getting started with setting up our Zoho Desk. I have Zendesk experience, so maybe some concepts don't translate. Currently I am confused about how to setup my customer Companies and Contacts. (Or perhaps I don't even need or want to?) I read this article which talks about setting up users specifically so they can access the portal. https://help.zoho.com/portal/kb/articles/managing-the-customer-portal However, I'm thinking that regardless of the portal, when a ticket comes in from asmith@somedomain.com,
Thank you for your Support
Ever since we started building Zoho Desk, our only aim has been to create a product that uses context to help agents, managers, and customers have meaningful conversations with each other. In the true spirit of practicing what we preach, the customer service team at Zoho was the first to use Zoho Desk. We decided to launch the product publicly only after our internal customers endorsed it. After we launched Zoho Desk, many of you have expressed your love for the product. Some of you have also given
Some emails are not converted to tickets
Greetings. There are some emails inside our inbox that are not converted to tickets inside Zoho, specifically ones sent by noreply@zopim.com. All other emails are converted normally, either coming before or after mentioned ones.
Knowledge Base access based current support contract.
Hi Everyone, Is there a method of granting access to the Knowlegde Base but only if a customer/user have a current support contract? So having a support contract has added bonus of extra doucmentation. Cheers Craig.
From Address
Hello Team, I am not getting an option to add my SMTP details in ‘From Address’ for 2nd Support email address. The first email address I configured was helpdesk@oceanmanager.com and this is working fine with my SMTP credentials. Now, I have added one more Support email address as helpdesk@mauditor.com and want to configure the SMTP details for the sam but not getting the option to configure. Please assist.
Tooltip persists and is super annoying
In the new Zoho Desk, when you reply to a ticket, I find that most of the time at some point when I am mousing around during my reply, or if I just bump my mouse, etc, and I mouse over the toolbar icons, I get the tooltip pop up, but depending on your exact mouse motions, you can end up with your mouse no longer anywhere near the toolbar, yet the last tooltip your mouse was over will stay popped up and it won't "timeout" or go away on it's own. So when you are typing your response, your cursor/text
add user always on invitations
Hello, I had some problem, if i add user then it always goes to invitations list. so what can i do ? i already dgoeelete from invitation list and when i add user again goes back to invitation list
Can users sign in to Zoho desk with their credential from our own website, without signing up again?
I would like our users to use the Knowledge base, Community and add their comments without signing up again. They can use their credential from our own website.
Is it possible to make macros not move you to the ticket history tab but also trigger workflows?
Is it possible to make macros not move you to the ticket history tab? It is incredibly frustrating to be working on a ticket, execute a macro, and then have to click back into your conversation to see the changes. I'm really hoping users are able to shut that off as it wastes a fair amount of time if you rely on macros. Also, I've noticed that my workflows don't trigger when I run a macro even though the relevant fields are being updated to match the workflows triggers. Why is this? Is there a way
Creating multiple portals for different brands
I want to set up two portals: one for brand A and the other for brand B. Each brand has its own support department. The default portal has been allocated to brand A and department A. Its URL is support.mydomain.co.uk. I've set up a second portal for brand B which is linked to department B. I want brand B users to access this URL via brandbsupport.mydomain.co.uk. Have I understood this correctly? Does each brand have an unique URL or do customers access the support site via support.mydomain.co.uk,
Option to move tickets has changed into a 4 step action
Hello, As I remember it was possible to move a ticket to another department by clicking the ticket's logo and click on 'move to', this was a much used option for us. It seems like this option is not available anymore on any other way other then opening the ticket, clicking on the three dots in the above right corner, click on move to and select the department I want the ticket to be moved to. Is there any option to enable this feature back in the quick use?
Zoho Desk - Merge Function has gone missing
Hi Since a day or so ago the Merge function in Desk seems to have been removed? We find this a vital day to day function, so would appreciate investigating where it has gone Kevin
Not seeing data in some columns of reports
Starting today All my reports are missing data in certain columns. So far it has been Agent, Account Name and priority, Is anyone else seeing this?
Zoho Reports integration for Zoho Desk
Can anyone advised when we are going to see Zoho Reports integration for Zoho Desk? It has been "UPCOMING" for some time now. Is there a BETA?
Managing Help Desk User
Hi, I recently merged 2 contacts, 1 contact that was imported (with historical tickets attached) and 1 contact that is newly created by help desk user. Tickets from both contacts are consolidated into 1 contact, however help desk user can no longer login to Self-Service. Checked Help Desk User and saw a RED flag at the corner of user's name, any idea what that means? I tried to RESTORE but the RED flag is still there. Thank you Maureen
Twilio & Zoho Desk Problems
Huge problem: Zoho desk is saying that the number is already configured, but I can't even access it to make changes. When I do call the number I get the default application error. Any suggestions?
Zoho Desk Product Scroll Does Not work
Hi Members, I'm trying Zoho Desk and surely, product looks solid. I'm running into bit of a problem here with scroll menu in product section. I have created a customer account and logged in via customer credentials. I've also added around 15 products. The scroll menu in products section on customer portal does not seem to work. I have tried with both firefox and chrome and still the same thing. Would appreciate some insight into this case. Thanks, Rishi
CRM + user : i need to delete a user and add a new one but i can't desactivate zoho desk apps from his profile!! why?
i can't desactivate desk app for this user. Can you help me please? Alexis
End users are unable to login
See screenshot for what happens on login. This needs to be fixed ASAP
enabling content according to profile
Is there a way to navigate login users to a specific area in the portal based upon a parameter in their profile? Specifically customers to "customer" area and "partners" to partners area? If not available how do you recommend to build two separate "customers" and "partners" portals? which have parts in comm?n.
Looking for a Zoho Desk development / implementation partner
We are looking for a Zoho Desk development partner to help us with an implementation of Zoho Desk with our Zoho CRM and Zoho Creator. We have a number of business rules that would need to be implemented in Zoho Desk and also need to develop an integration using the APIs with our other internal systems. Please send an email to rschmoyer@event-services.com if you are an interested partner or have a suggestion for a partner that we could reach out to.
Header background colour
Hello On our Support Desk portal we have managed to change the company name and logo for the company. How do we change the header background colour along with the other colours on the page? Our portal URL is https://desk.zoho.com/portal/brandquantum/home Regards, Simon
Changing status after Reply
Hi guys, I'd like to change the ticket status to "waiting for customer " every time I reply the ticket. Is it possible?
mail forward
Hi Support, we are experiencing issues with our mail forward from service@mydomain.uk.com to support@mydomain.zohosupport.com and support@mydomain.zohosupport.com and mydomain_support@mydomain.zohosupport.com being rejected by zoho?? Please advise, as we are missing tickets. This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: support@mydomain.zohosupport.com
Macro for Status Change
The workflow we follow is that for tickets that have a task that is scheduled in the future, we will set the due date accordingly and set the status to "service scheduled". The problem with this is the status does not change, even if we go past the due date. I was curious if there was a way to have the status flip back to "open" the morning the due date is set for. Any help you can provide would be greatly appreciated.
Any plans for integrating with Atlassian's HipChat once the JIRA integration has been released?
It would be really nice if users could configure HipChat so that it integrates with Zoho Desk, and Desk provides notification updates in HipChat as well as allows users to get previews of tickets similar to JIRA's card preview feature. Would really complement the JIRA integration well in my opinion.
Possible to have comments in Desk show up as Customer Notes in CRM?
We do a lot of double work in doing notes on customer tickets and then having to transfer this information over to the customer notes field in CRM. Is there any way to make this easier? Not sure if this is a Desk or CRM question.
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