Zoho Desk Reports
I need some assistance with the following exported report of the last 7 days from the report dashboard. The numbers don't make sense to me. We have entered business hours of 8am-5:30pm M-F and have sat and sunday with out hours . Does the time still get calculated on these days? it is appearing to and radically changing the resolution time from one day to the next. Date New Support Requests Closed Support Requests Backlog Great! Okay Bad First Response Time Response Time Resolution Time 19
Advanced email customization
Hi, I've been able to create a responsive table for my user invitation email. My only problem is that i'm unable to customize the button to "accept invitation". I also tried to use the "link" placeholder, but in that case appears blue (due to the a href element generated.) Is it possible to: Customize the button (colors, text, size, style...)? Customize the color of the link generated by the placeholder? ${PortalUser.ACCEPT_PORTAL_INVITATION::Accept} Use a placeholder that outputs only the link
Social integrations
Hello, I'm hoping someone can give me some info. I feel like Zoho is way more than I need and seems complex but that if I get it sorted out maybe it can work for me. I'm just hoping someone can answer a few questions that I can't seem to find. My trial is for Zoho crm plus but the main issue I'm trying to solve is help desk type issues but with Zoho it seems you need a lot of different products to get things accomplished so I got the Plus. I'm trying to find out the relationship of how the help desk
All tickets not shown
I'm testing Zoho desk so maybe I've set something up incorrectly since I'm new to this system. I've set up 3 email accounts - each one linked to a separate department (including the default). When I pretend to be a customer and send emails to zoho desk from various email accounts not all of them show up in the all tickets screen. I have sent 5 tickets from 3 accounts - only the first 3 tickets appear in the all tickets screen. When I accept the registration as a customer I can see my 3 tickets there
Layout of Tickets Screen
Is it possible to change what information is on the Tickets Listing screen? There are a few other pieces of information which would be nice to see on this screen (Product or Category) or potentially a custom field. This is something that I think would be great to be controlled at either the Agent or Department level. I've been getting good feedback from my team, but one big concern was ticket organization. Thanks! Ernie
Present Agents with Required Bug Reporting Fields in Desk and Pass CRM Information in to Bug Tracker
Is it possible to make the required fields in BugTracker show up when users go to add a bug in Desk? If not, I'm not totally sure what the point of having these required fields is in the first place. Not being able to require users to provide certain information is a bit problematic when it comes to reporting bugs. As far as my second question goes, is it possible to have BugTracker fields automatically populate with relevant customer information pulled from the ticket such as the contact's name
Would like to know all zoho desk apis
Hi, I been integrating ZohoDesk into our application and found out there are other APIs which are not mensioned in Developers guide. so i would like to know all zoho desk APIs. Thank you. Rama.
How to completely change helpdesk name / email or delete it to start from scratch?
Hello, I was trying to create a test helpdesk before trying to use it with my official Zoho Account, it asked for my email, helpdesk name and other stuff. I used the test data, but my Zoho account was signed and now the test name is under my official zoho account which I cant afford to have it. The test name is all over the helpdesk. Is there any way to delete it completely and start from scratch? If so how? Otherwise, how do I completely clean the helpdesk name, email, etc? Everytime I try to change
how can i change old version zoho support?
I can not find the button to go back to the old version from my profile menu for a week ago. Could not I go back to the old version in the future?
Department overview on home page?
I'm testing zoho desk (professional level) to see how it compares against Helpscout (which I already use). Since I use Zoho CRM then using zoho desk would make more sense. At present I'm a one person company but I set up departments because I'll be receiving emails from my clients for different things such as general support, webcare plan support, technical support etc. With my current provider I can see at a glance on my dashboard the number of tickets that have come through to each email address
My company email address keeps getting blacklisted in Zoho servers, anyone else having this issue?
My company email address continues to get blacklisted (marked as SPAM) by Zoho Servers. This has happened about 3-5 times in the last 6 months and the impact is that emails never make it over to Zoho Desk. Every time I contact Zoho Support they eventually get back to me (not timely I will add) and say they have added the email to the SPAM list and the issue goes away. Why does this keep happening and what can be done to prevent it? Thanks, Hunter
First Response Time in Reports
Hi, Can you tell me if it is possible to show a list of tickets with their first response time? Thanks, James
Where to find unique system ticked ID or Case ID
I am trying to program custom function for Tickets in Zoho Desk and as parameter I want to use ID but when I want to test function I cant find nowhere ticked ID (its not in url as in CRM or other services)
how do i delete attachment files in my ticket?
Hi there, I tried sending a ticket, but I guess the attachment files are too big, is there anyway that I could delete some files? thanks BR,
[Reports] Search by Executed time
I'm trying to pull a report and unable to choose "executed time" as a search filter. How can i do this?
Knowledge base password
Hi, I'm setting up a knowledge base and community forum for our organisation. I've setup a test account using my personal email so I can see how it will look to an end user, however i can't login as I've no password. When i click on the Forgot password link to reset it, I dont get any email with instructions. Why would this be? And is there a workaround? Thanks Jane
Is it possible to trigger a workflow rule when an agent replies to a ticket?
I can see how to trigger a workflow rule when a client replies to a ticket but I need to trigger a rule when an agent responds to a ticket. Is this possible? Thanks
Is there a way to get a direct link to an attachment in the Knowledge Base?
We would like to include direct links to attachments in the Knowledge Base to use in email templates both to clients and between departments since there isn't a way to create templates with attachments already attached. However, there doesn't seem to be an easy way to do this. Is this possible?
Help! I've set domain re-mapping to our website by mistake. Can't reset it myself.
Please reset our Zoho Desk domain to it's default state. Thank you in advance. Is there a way to do it myself?
How to make feedback widget works properly?
Hello! I'm trying to implement the feedback widget on my site, with no success so far. The problem is the feedback widget uses jquery 3.1.0 which is overwriting the jquery I'm using on my site, which is 1.11. My site stopped working because of the widget. I'm not able to upgrade the jquery version righ now so I would like to know if there is another way to implement the widget. Thanks! Julio
Trouble Enabling Live Chat
I can't seem to enable live chat.. When I go to my organization, I turn on the chat, it tells me it's enabled. I looked in my department, I looked at the chat settings, and its just a blank screen.. Also notice no matter how many times I enable Twitter/Facebook on these pages that it doesn't save... Thanks in advance for help.
Help with workflow rule needed. Defining proper criteria for "From Email Address"
Hi, I'm building some automation upon request creation and need help with proper criteria defining. We have a department, that have more than 1 incoming email (from email address). How do I build a proper criteria to check that "From email"? I tried: - "To Address" is "mailbox@domain" - "To Address" contains "mailbox@domain" - "To Address" contains "mailbox" - "Email" contains "mailbox@domain" Is it case sensitive? Thanks.
Is there a way to make request attachments 'internal only' so they can't be viewed through the customer portal?
Hello, We have noticed that all attachments added to the Request is viewable to the user via the customer portal. Is there an option to hide attachments added to a request? Since we track internal research against each request we often need to attach sensitive documentation that is for internal purposes only. We do NOT want the client to be able to view some of the attachments. If there is not a current work-around for this, do you know if this ability is slated for any future builds? Thank you!
Android App Attachments?
Is there anyway to upload attachments through the app when responding to tickets?
Notification " A new ticket has been submitted"
We are testing the ZOHO desk in combination with ZOHO CRM. Now we receive every hour a new email that there is a new ticked has been submitted. This is for all the tickets that are in the system ( closed and open). I disabled all the notifications but sill we receive the e-mail. What could be the problem, is this because of the test version?
Direct Assignment Rule using criteria Account Owner or Contact Owner
Hello, I saw in this thread that there appears to be a way to create an assignment rule based on the Account Owner field. However, when I attempt to create a new Direct Assignment Rule, those fields are not available in the criteria drop down list. We do have CRM and Desk set to 2-way sync and can confirm that functionality is working. Can you please provide more detail how to assign tickets based on the Account Owner and/or Contact Owner fields?
Auto-Assigning Reopened Tickets
Hello, Is there a way to set up a rule to auto-assign a ticket reopened by a customer to a specific agent? THANKS
Generating Tickets from only certain email ids
Hello, We are trying to enable email forwarding from outlook to automatically generate tickets in Zoho Desk but are facing a problem. We only want to generate tickets from the email ids configured in contacts in our Zoho Desk and no ticket should be generated if there is an email from some other id. We also want to send an email to the email received from a non configured email address requesting them to send from the registered id. Please help. Thanks, Rohan Shah
Zoho Desk Email forwarding is rejecting for 1 in 4 emails
Please help. Over the last month we had 900 emails sent to my company support email which flows through Google Apps for Business to Zoho Desk via a hard forwarding rule. Zoho rejected roughly 20% of those emails - see image of email message - https://goo.gl/dYwyoh . Meaning that the customer emails were never received - resulting in $10K in lost orders and $5K in damage issues, e.g. customer requesting to cancel their orders which shipped due to the fact we didn't get the their request. This previously
Sending emails
Are you able to send an email from within the Helpdesk without them raising a ticket first? It seems like I need to integrate G Suite but not sure how. Thanks :) Victoria
Query.
Hello, Hey i want to now more about help desk software. need guidance...! thanks, For More Refrence: Product demo video
Tried domain re-mapping to my website and now can't get into support again
I tried to re-map zoho support to my website domain but must have got something wrong. Now everytime I click the zoho support it takes me to a dead page on my domain and I can't get back into zoho support to change the settings. Does anyone know how to get back to the original zoho support if a wrong redirect has been entered in the mapping setting? Thanks in advance.
Suggestion to improve functionality
Here is a suggestion for a future Zoho Desk release. As is stands now, the process of responding back to a user from within a ticket is just back-and-forth - for example: User submits a ticket with a problem. I reply back asking for more information, then I wait. They reply back to my question. I ask then another question, then I wait. They reply back again What I would like to see is the ability to send them more than one reply without waiting for them to respond - for example: User
Can I initialize certain fields in a ticket
In the ticket submission I would like to be able to initialize some fields (for instance Category, Priority or Subject) via a link in the URL, or by some other mean. Is it possible? Thanks Hernan
some tickets go automatically to spam mailbox
Hi, i don't why but some tickets goes to SPAM mailbox or non desire (i have in spanish translation). As a result, if i search this tickets even with the ticket number it doesn't appear. By chance y see it in this folder. To questions about it. Why this tickets are in spam mailbox and how can i move it in order to be searched?? Regards
Sending an email when a ticket is created
Hello Here's a question from our support agents: Is there a way to send an email to the customer when creating a new ticket in Desk? The way I see it working now, when a ticket is created, you have to go to that ticket, then reply all to get an outgoing email to the customer. Is there a way to remove that extra step? Thanks Peter
Assigning ticket to an agent in another department.
I have 4 departments. One of them, "General Support" is the default department. When a ticket is submitted, I don't want everyone in that department to get a notification, just 2 of us. How can I designate which agents get notified when a new ticket is submitted.
Have the Time Entry section Description field pre-populate with a template?
Hi All, As the title says, we'd like the take the Time Entry section pre-populate with a template so our techs can just fill in the blanks instead of typing in the whole lot. Something like: Date completed: <blank>, Work completed by: <blank>, Fault reported: <blank>. Resolution: <blank>. This would really help out our admin staff so they don't need to re-write invoices if a tech does a sloppy job with notes... Is this possible or not at present? Look forward to hearing from the community! Kurtis
Problem being redirected from eu to com
Good morning, I have created a trial helpdesk with one of my company email accounts and invited myself as an administrator. But every time I try to login to the .eu helpdesk, I'm redirected to the .com site. I though I made a mistake and set up a trial helpdesk there as well, but still want to login to the .eu site. So, how can I - delete the helpdesk site I created on the .com entity? - login with my account to the .eu helpdesk I was invited to? Thanks for your answer
unable to login zohodesk
I cannot login my zohodesk, I get this message... what can i do?
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