backup with garbage
Hi We use ZOHO DESK and I make an account backup and the resulting file have a lot of lines (records) that begin with a blank cell. Is posible to avoid this? Is that normal ? Thanks
Changing text on "Call to Action Links" widget
Hi, In my customer portal the "Call to Action Links" widget (seen below) has a typo that I want to fix but I cant see where in the portal customisation interface I can edit this. I only really want to remove the "s" from "Submit a Tickets". Would anyone be able to point me in the direction of where this text is managed?
Smart navigation?
When setting up a Knowledge Base Category there is an option to choose "Smart navigation" or "List VIew" ... what is the difference? and how does it affect my layout?
Ticket Data Display
Hi, Can you help please. Is there a way of rearranging the data in list view for the ticket data. It is currently shown as Ticket number, description, Date Opened. Is it possible to rearrange it to show Ticket Number, Assigned To, Description for example. Thanks Kevin
Ticket status differs in Account View and Support Request View
The status of tickets differs from the Account View vs the individual ticket view. . TIcket 2827 as seen in the Account view says Open.
Ticket Data Display
Hi, Is there any way to change the data order viewed in the ticket Thanks Kevin
My boss started zoho desk with a bad name, how can i change that?
Hi, My boss started our zoho desk account with his own name but I would like to use the name of the company instead, I didn't find out where i can adjust that name and the URL to our zoho desk setup. Thanks for your help. Alexis
Report View for more than 180 Days
Hi, We are using the Free edition of Zoho Support, We need to view the Ticket Data for More than 180 Days, But system supports only 180 days. Can you assist how can we access the yearly data. Or even How to Export the Data for more than 180 days. Ritesh Kanakia
Escalate a ticket from office based support to on-site maintenance visit.
I operate a business that provides email and telephone technical support initially, however if a fault cannot be resolved this way we send a technician to site. Currently this process is quite disjointed using Zoho - we have to log the initial enquiry in Support and then schedule a site visit in CRM and finally invoice in Books. It would be great if Zoho looked to integrate a number of their platforms to create a comprehensive field service management software solution such as http://www.synchroteam.com/
Automatic authentication
I have a problem with authentication I have been configuring remote logout and remote login url, when save return an error " Unable to process your request " also timestamp is missing i reported the issue a few days ago https://help.zoho.com/portal/en/community/topic/time-stamp-is-missing we are paying zoho plus it is not possible that is not working well
Account Number Display
Greetings! I are relatively new to Zoho Help Desk and so far I like it. An issue that I'm trying to work around is the display of account numbers on Tickets. All of our customers have account numbers. Those account numbers are needed in order to pull the customer up in different systems. I'm finding that I have to jump through some hoops in Desk to find an account number associated with a customer/contact. I would like to be able to see the customer account number on any ticket after the ticket
https://seneam.iit.mx/
https://seneam.iit.mx/ 400 bad request
I need a report of all my accounts with certain criteria: the string "CCAA" is contained in the account name !!
Hi, I want to create one report that contain all the account with the string CCAA in the account name. is that possible ? I dont want "filter options". Actually, i have to make two or three reports to obtain the desired final report. Thanks
Knowledge Base Sub Sections Name still in use after delete?
If I delete a Zoho Desk Knowledge Base Sub Section and then try to re-create it again using the same name, I am told the name is in use. Seem the entry is still active in the DB even if I removed from the list!
HTML5 in Knowledge Base Articles
I am trying to embed a video in my Knoweldge Base in HTML5 but It is not able to show? It seems that when I publish my HTML page it removes the video tag from the HTML? How do I include video in my Knowledge pages (trying to build a media rich user guide) ?
Record of All Calls Within Zoho Desk
We are using Zoho Desk & Twilio for telephony. When we miss a call, we see that a ticket is created automatically (great btw) and we can play the voice message. However, we don't see tickets being recorded for incoming calls that are answered. Is there a way to see a list of all calls within zoho desk ?In some cases, the call gets dropped when transferring between two agents, and we'd love to be able to call the customer back.
Data Storage Limit for Free Version of Desk
What is the data storage limit for the free version of Zoho Desk?
Tickets calculated in Resolution Times
Is there a way to create a status or a flag that would remove a ticket from being included when calculating resolution times? We have a status that we use (not a closed one) when a ticket needs work from another department. we need to keep it open so that we can notify the customer when the work is completed, but sometimes this takes months or years and it is really throwing off our ability to manage resolution times. Ideas?
Turn off reply to customer in tickets?
Hi, we are on the free version of ZOHO Desk, and are thinking about upgrading to the full version soon. We pay for licences to ZOHO CRM, and understand that we can attach tickets to our CRM clients within the full version of Desk. However, I would like to know if there is a way to remove the ability to forward or reply within the ticket? We plan on using the ticketing system internally, and do not want to use any of the public / client interaction functions. Basically, I do not want my staff accidentally
Tags in Dashboard
Hello and greetings from germany, we are currently testing Zoho desk and we hope we can switch from zendesk to your program, as we are already using zoho crm. Is there a way to get a Dashboard or a Reporting on Tags. We are a Software company and tag our tickets on different parts of our product. Now at the end of a month or on a weekly basis, we want to see how many tickets came in with specific tags. Is this possible?
live chat doesn't work!
Hi, in our zoho desk portal, the chat was active but it didn't appeared in our customer's profiles. They were not able to see the chat icon and chat with us. I tried to deactivate the chat and reactivate it but it's not possible! And this is a HUGE PROBLEM for us because we need the chat to work with our customers! when I click Setup -> Chanels -> Chat -> Enable chat it appears an error message that says that's impossible to process request at this time. Please try again later. We need to reactivate
features of Trial Version
what are the features available after the trial version
From Email Address Not Available In Templates
When saving email templates, the "from email" field is not displaying all of the from email addresses that I have configured. I expect to see all of my verified from email addresses that I have setup for my account. As you can see the "artist" email address is missing from the template selection. See screenshots attached
Setting "from address" per agent
We have FROM ADDRESSES set up for each agent, and what their from address to automate when they are replying to a ticket. Is that possible?
Unable to save SMTP details
Hi, We have recently noticed that our email replies from Desk is not going out to our customers since early December which we think this could be due to the new change from Support to Desk. Upon further checks we have noticed that our SMTP details was left blank therefore proceeded to reenter the password details however it refuses to save with an error code "Error while processing the request! Unable to connect SMTP server: mail.domainname.com, Port: 465". Appreciate your assistance at the soonest
Skype Button
Trying to add Skype button in Zoho Support customer portal using this script (From Skype site): <script type="text/javascript" src="http://www.skypeassets.com/i/scom/js/skype-uri.js"></script> <div id="SkypeButton_Call_xxx"> <script type="text/javascript"> Skype.ui({ "name": "call", "element": "SkypeButton_Call_xxx", "participants": ["xxx"], "imageSize": 32 }); </script> </div> (I've replaced Skype user name with xxx) HTML gets mangled by Zoho support site. Any
Why aren't zoho desk notifications able to route via SMTP
THough we've configured SMTP in our Zoho Desk, we notice that all the contact notifications that we send out are still sent from our custom from address via service-mailer.zohosupport.com Why aren't we able to send directly via SMTP though configured ?
Gallery doesn't work
I'm trying to editing an article but the galley icon doesn't work. I need to insert a picture in my article...
Update to Planned Maintenance Activity
Hello, everyone! Seasons Greetings from Zoho Desk team. You might have read our post about the planned maintenance activities in our Data Centers from 23 Dec 2016 to 30 December 2016. We do not expect any service disruption, except for a few minutes in between, when we start the maintenance and while we resume the services. Those of you who're using external SMTP server and have whitelisted our IP addresses for sending emails, please add the following server: sender.zoho.com to your current whitelist.
Sync with Zoho CRM
First I setup one way sync of Accounts/Contacts from Zoho CRM to Zoho Desk and contacts were not coming over. Then I deleted the integration and tried the two-way and cant get that to work either. There is no indication of an error. I'd really like one-way send of Accounts/Contacts from CRM to Desk. What might I be doing wrong?
Cannot access tickets
Hello, Starting about an hour ago, I cannot access anything on my Zoho Desk account except the default ticket list. Every time I click on something (open a ticket, try to access the dashboard) it seems to try to log me in again (I briefly see the Zoho login screen in the main area), then realises I'm logged in, bounces between accessing accounts.zoho.com and support.j5int.com (which is our redirect for our Zoho Desk account), then finally loads the default ticket view again. Please help. regards,
Feedback widget alignment problem
I have added the feedback widget to my web application. When it is open the heading doesn't align properly so there is some whitespace under the heading and the Minimise and Close controls are offset. I've seen the same problem in both firefox and chrome (latest versions) This alignment problem also causes the popup screenshot menu options to be offset. See the attached screenshots for examples of the problem. Is there a way to fix this? My web application is using the bootstrap framework.
Customer Portal Automatic authentication
We want to integrate the Customer portal directly from within our application. Users of our application are already authenticated and we would not want them to login again with other credentials to the Zoho Customer Portal. Is there a way to pass on the credential information from our own application to Zoho Customer Portal in such a way that if they create a ticket it will created with their credentials?
Open or download attachment in Knowledge Base article
Hi; While testing Zoho Desk I realized that I can't neither open or download attachments of articles from the KB. No matter if they are old attachment or just uploaded files. The error that's displayed says that the URL was not found. Best Regards
Zoho is not updating my account
I upgraded my Zoho desk account to Pro, and it is still not allowing me to add more "from emails" -- What do I do? This is an emergency!!
Delete Article Category
I am writing Knowledge Base Articles and organizing in categories and sub-categories. However I am unable to Delete again once created ... how is this done?
Employee away
Greetings, When employees go on vacation they set their person email to "Away". If a ticket comes into the system, their email replies to it but will create a new ticket instead of tagging onto the previous email. That new ticket emails the same agent again and creates another new ticket. Generally 100+ tickets are made before someone can fix this issue. I have had customer complaints and have had to pay people to go through the system to send out apologies and delete tickets. How do we fix this?
Ticket Confirmation and Wordpress SSO
when a user creates a new ticket, he/she should get a confirmation email about that ticket. like you ticket has been created. also, we want our user to login via their worpress.org login. Can we add SSO?
Special Character Limitations
Limitations on special characters are very frustrating! We do some manual exporting via Reports and depend on some special characters. We lost some data as a result of these limitations. Editing an account that has a special character in the Description field, returns an error AND all the edits are lost. Characters were automatically removed from custom pick list items. While I am not a programmer, I question whether special characters are really that difficult to deal with? Is there any way this
Company/Organization on contact
Hi, i'm using the 15 days free trial of Zoho desk, enterprise plan. I would like to assign a company (or organization) to my customers. Each customers has a different company and i can't find this information in Zoho desk Can you help me to find this? Note that I'm not using Zoho CRM in combination with Zoho Desk. I don't have Zoho CRM. Thanks
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