Zoho Support + Zoho Assist + Google Apps Integration
Are you planing to integrate these two? Also how about integrating them with Google Apps so we can create cases from incoming emails or send a remote support invitation from gmail? Jorge
Ticket can not get customer's email response from 2nd time response.
Hello ! We are testing zoho desk to manage tickets. When customer(my test account gmail) made a ticket then I can reply then customer can reply my email. But I don't know why ticket can not get this customer email, when customer response my email 2nd time. There is no spam folder and any where. So customer responses are disappeared from 2nd time response. This is really critical issues. Is there any solution for that ?
How I can customize zoho email template?
I'm facing issue to set up customer response on a ticket. I like to customize the response like.Currently, I am not getting any info in email notify about ticket history. I want to get all historical discussion will be part of that notification that just-just response on existing ticket. is it possible? How I can setup this. If someone already has customized template. Please share with me Waiting for response
Disappearing Import/Export Function
After working with the trial version for a few weeks, I've upgraded to the Professional version and have done a few test uploads of Contacts and Accounts. Yesterday, without changing any Permissions settings, the "Import/Export" option disappeared. It has been replaced with "Import History." Again, I have not changed any Permissions settings. My profile remains Support Administrator and the Administrative Permissions still have Import Records enabled. I've logged on and off a number of times to
Content doesn't appear in the portal home page
the customized portal is here: https://support.morphisec.com/ which you can colored but empty. no widgets and no content. and content appears to logged in users only. some of the content we have there is marked for all users. the default portal is here: https://desk.zoho.com/portal/morphisec in which you can see the widgets and test content.
View previous customer history by email address?
Hi Zoho support, Thank you for your excellent product. Is it possible to view previous tickets, grouped by the same email address of the customer? I have a customer who contacts us every few months. She uses the same email and different aliases every time. She's a little "cooky"... It would be a nice feature to get to see if we already have an email address in our customer database. Please let me know if such a feature exists already. All the best, Ron
Auto cc emails other than the support mailbox
I want to automatically cc another email address however it appears that I am not able to do that.
Message preview in ticket list mode
Hello, Is there a way to turn on a preview of the ticket message so that the first line is visible from a view like list mode? This would work similarly to how email apps like gmail or outlook preview the messages in the inbox. In the attached image, a screenshot of list mode of tickets in desk, the space between the ticket title/subject and status would have a line of preview text. Thanks Peter
Web-To-Case: Account appended to Contact Name
Hello, We are currently experimenting with the free version of Zoho Desk and web-to-case. When we submit a case with an Account and Contact, the system creates a User account in the format {Contact Name} {Account Name}. Is there a way to have the account created in accounts, the user under the account and a ticket associated to the user and account?
Automatically logs me out too soon (zoho Desk)
I'm being automatically login out of Zoho Desk every 10 mins and I'm getting delayed tickets in Zoho Desk
"This name is taken." error
We see this error come up mostly. We have created some Knowledge base sections, then deleted them (for instance the name is 'FAQ'), We receive this error when we try to add a section with the same name ('FAQ') How can we get past this? Thanks in advance, -- MD
Adding a report into portals
Hello, I need to add a report into our customer portals which will - hopefully - automatically update on login. The report would display as a graph rather than data. If it can't auto-update, we can run the report from a button. We intend to customise our portals with CSS and HTML to match our website. Can we customise the portal to allow these reports to run? One of them will be generated from an in-house SQL server. Do I need to use Deluge to do this or would it need to run in an idea me or similar?
Portal Customization : Changes not visible on my subdomain portal
Hello I have a big issue with the customization feature : 1. CSS Everything are up to date on Preview and https://deskportal.zoho.com/portal/<myname> But nothing happen in mysubdomain.mydomain.com/portal 2. Tabs configuration is ignored I turned off some tabs but the configuratio is ignored in preview reloaded after publish confirmation. And nothing happen in mysubdomain.mydomain.com/portal nor https://deskportal.zoho.com/portal/<myname> Thanks for your help !!
Upload Image Not Working
Uploading image is not working for agents account.
Log a ticket received by email
How do I log a ticket in Zoho desk that was received via email as the original sender address? Is there a #... that can be used in the email message body.
Open tickets are blank
We are unable to read and respond to any of our support tickets. All we see is:
Tickets submitted via email are not being received
Hi, We are currently trialling Zoho Desk. I have gone into Setup > Channels > Email and have setup a support email address (eg: XXXXX@username.zohodesk.com). Email Fetching is switched to On. We are currently testing and have sent a number of emails to the email address above but, nothing is appearing in Zoho Desk. Unsure what to do?
Auto assign SPLIT TICKETS
When I am the assigned agent on a ticket, and I want to split off a reply into a new ticket, I want that to keep me as the agent on the newly split ticket. Prior version automatically kept me as the agent on the newly split ticket. How can that be accomplished that in the new version? thank you Jim
Cannot attach file to KB articles
I'm trying to attach files to KB articles and the attachment dialog box just continually says "Loading" - see photo. I've tried this on different articles and in different browsers. Help is appreciated!
I cannot receive an E-mail from a customer
A customer sent me more than 260 tickets in zoho support, and since March 1st, I cannot receive e-mail to my zohosupport adress. Do you know if we have a black list somewhere? regards
Downloadable document.
Hello is there a way to add a downloadable documents to Zoho Desk? I have a need to add FAQs, KBs, and Guides to our Support Center. For better user experience I want for my customers to be able to download guides that I want to add to my Support Center. The guides would come in a form of a user guide, installation guide, and similar docs. Thank you.
Is there a way to import a word based KB?
Before using Zoho desk I created a number of KBs in word with steps, bullets, text boxes, and images. Is there a way for me to import a word KB into Zoho Desk? Copying word KBs to Zoho Desk is a very frustrating process. Also the amount of time it takes to create a KB in word is quick, when trying to do the same in Zoho desk it take a lot more time to create KB. Thank you.
When replying and closing a ticket, two emails are sent.
Hello, We have the Professional Edition. When we reply to a ticket and "Send and Close", two separate emails are sent out. One notifying the User of the ticket closure and one containing the reply to the User. We would like to have those two emails combined into one email so that the body of the email contains the reply as well as the notification of the ticket closure. How would we go about achieving this? Thank you. Keith B
Channel Field In New Version
Dear Support, I have added a value to the channel list. But we could not see this new value in new version of Zoho Support. We can see new values on older version. Thanks.
Eliminating "due date"
I don't use the "due date" function on my tickets. It's just not something I use at all. On the old Desk system, I could just "delete" the due date. On the new version, I cannot. So if someone sets things like Priority and Classification, I can change these to "none" but I cannot "blank out" the "Due Date" field. Please advise on the method to remove a previously set Due Date completely in the new Desk version. Either that, or let me know how I can actually prevent someone from even setting one
Can't access own support site at all
Apparently my SSL payment for the group cert is due and no one told me about it so they just removed me from the list and now not only is my support page inaccessible by normal web browsing but I cannot even access Zoho Desk myself!!! This is BAD!!! I also have been travelling for a week so I have no idea how long it's been this way! This is the error page I get!! Your connection is not secure The owner of support.turbosaquatics.com has configured their website improperly. To protect your information
Updating a Dashboard
I want to do one of 2 things - 1. Be able to Update the Resolution Time Dashboard to filter out certain Tickets, Subjects, etc. OR 2. Use one of my existing reports, I want to be able to add the Resolution Time field. I cannot see how to do either of these. For that matter, I would like to do the same thing for Initial Response Time.
Text Editor in Zoho Desk: Bold Not Working
My team just started using Zoho Desk, and unfortunately, we've found that the text editor leaves much to be desired. One huge sticking point is that making text bold doesn't really work. When text is highlighted and Bold is selected, the text changes very, very slightly. Unless you're looking closely, the text doesn't appear to change at all, though the editor shows the Bold styling button as "pressed," or affecting the selected text. Has anyone else experienced this issue? I know it seems like
DeskWidget changes font-family
Hi Guys, when i try to add the DeskWidget (Feedback Widget) to my web application, it changes the font-family of the whole application? The font style is overwritten with: body { 1. font-family: ProximaNovaRegular !important; } Out of this files: https://css.zohostatic.com/support/fbw_v3/css/ZSFeedbackPopup.css We need your guidance! Thanks for your support! Cheers
Customer Portal Customization Issues
I'm having a couple issues trying to get my customer portal the way I want it to. 1. I'd like to remove or change the text in the top bar of the screen and I'm having a hard time finding how to do this. Right now it's saying my company name but my logo right next to that already says the company so it's really repetitive. 2. I'd like to add more clickable icons like in the "Customer Portal Essentials" section. How am I able to add these?
Changing status of a ticket is not working
Hi all, when im trying to modificate a status of a ticket,for example from open to closed, appears a popup that says: "The ticket has been succesfully updated" And then a message that says: "The allocation rules ofthis ticket has modified the Ticket" Click on update, and the status of the ticket comeback to "Open". Can anybody please help me on this? Im the administrator of this account, and im not being able to close a ticket. The allocation rule says: Tickets directed to any department, that contains
Choosing a recipient
Hello, When a new customer sends an e-mail, the new customer will be automatically added to the client database. The customer's first and last name will be automatically put into the field 'Last Name'. When the customer's first and last name are added like 'Test User', there is no problem. When the customer's first and last name are added like 'User, Test' (with a comma), we will get an error when choosing this customer as a recipient. For example, we will choose the customer as shown below: When
Ticket reply template
We have the professional version of Zoho Support [desk]. We have 2 departments setup and now have created a different Email address to be used for each one. I used to be able to find the Email template that was used for replying to tickets - I need to go in and change the second department to use the new email address. However, I can't find this - where is it located?
Different ticket ID's
Hello, Is it possible to have 2 different types of ticket id's? We support 2 different brands with the same helpdesk (with different e-mailaddresses of course) and we would like to seperate these ticket id's completely. I have read that it is not possible to have custom ticket id's like p101 and e101. Is it possible to have to lines of ticket id's based on the support e-mail/deparment it came in from? So let's say every tickets made in department A will count from #000001 and all tickets made in
Changing data type
Dear Support, Is there any way to change data type of one of the existing field ? We have created a "pick list" but in reports we could not count total number of this list. I thought that this issue being happen because of the data type. How can we revert this ? I need your recommendation. Thanks in advance.
Enabling a department
I am on a paid version of Zoho Desk - Professional Edition but I cannot enable a department. As far as I know I should be able to have 10 active departments. Why is this happening?
Gmail Calender İntegration
Dear Support, Is there any way to integrate Zoho Time Entry's to the GMAİL calender ? If I would add a time entry for a ticket, I have wanted to map it to the gmail calender. Thanks in advance.
Creating macros in Zoho Desk - Can I reference a field on an incoming ticket?
Hello, I am working on macros in Zoho Desk to simplify our workflow. When creating a new field update can I use a variable or dynamic value in the "create assignment value" dialogue? For example, can I reference the incoming ticket's CC or subject field? I've attached a screen shot of where I'd like to enter the variable. Related - is there a tutorial or reference for building macros and referencing data from the system? (beyond what is available at this link https://help.zoho.com/portal/kb/articles/creating-and-using-macros-to-update-tickets)
HELP! Email and Department Changes
Is it possible to move a ticket to a different department via email, thereby enabling users to quickly collaborate with another department and "assign" it to that department as well? If not, is it possible to set up a custom function for moving from one department to another? Thanks so much in advance!
Broken Link between Desk and Subdomain
When my webteam set up our subdomain they did not properly forward the CNAME. Now I cannot access Desk, because it is going to a broken 404 link. How can I unlink it?
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