Welcome to Portal
Adding commentary to comments above from @Quint & @Jeff D Oakes...
I agree that phone numbers are not presented well within any program in Zoho. It would be much better to always default to having phone numbers show up in INTERNATIONAL format with the optional stand of having a space, period or dash separating the numbers (e.g. a typical US number would be +1.779.123.4567). This makes them work with click-to-call smart phones and makes them easy to read by humans for manual entry.
So many new product are coming out for Zoho that would be super userful for Zoho Desk. Zoho Field service, Zoho Booking come to mind. Who should we look to for a time table for these?
Is there any plan to at SMS as a full channel? As a ringcentral & Zoho Desk customer I would love to see it happen. I would imagine it would look similar to chat.
Hi Chris,
Yes, supporting SMS as a complete channel via our channel framework is in our priority list. Definitely will look into the RingCentral SMS support too.
@Deniz,
Thanks for the comprehensive explanation about the "Sub Forms" feature. This is very helpful for us to understand your requirement and we really appreciate your taking the time to share the business case in detail.
We've taken up this for further discussions. However, I don't want to set a wrong expectation here. So, we'll take some more time to analyze the case and check, how this can be worked out within Zoho Desk. Thanks again for your understanding and continual support to us.
We use the 'Comment' functionality on tickets daily - whether to provide guidance to department members, or to provide an update about the work we've done on a ticket. Regarding the comments, I have a few questions:
1) Unless a member in my department is directly tagged in a comment - there is no way to know that a comment was left on a ticket other than opening every single ticket. Is there a way to send a notification to the ticket owner anytime a comment is added to a ticket?
2) If I read a ticket (anyone in my department's ticket), changing it from bold (unread) to unbolded (read), but then someone adds a comment on a ticket I've read - it doesn't change back to bolded (unread) to notify me that a change has happened on that ticket - so I don't know to review it to see the new progress. Is there a way to bring tickets with new comments or changes since I last read the ticket to my attention?
3) Following with the above point - in addition to not becoming bolded if a comment is added on a ticket, it also does not move to the top of ticket list if I'm sorted by 'Latest First' or 'Recent Thread'. This is also the case if any change is made on a ticket - for example, if it is unassigned from a person on a team because they are out sick and reassigned back to just the team (the ticket ends up being half-way down the ticket view page, or possibly on a separate page depending on the last time the customer responded). Is it possible to sort tickets by 'Modified Time' to quickly and easily see the most recent work being completed on tickets by our department?
As someone setting up integrations between Zoho and RingCentral, which is very helpful for the CRM side of things, are there any plans or workarounds for limiting the number of tickets that are generated in Desk?
For example, if I miss a call, then I get a ticket generated and assigned to me, even if that call wasn't delivered through our "<Product> Support" group extension. At the moment, it's not too much drama, but as I go from POC to production roll out, that number of Desk tickets and CRM contact points is going to get silly, as we have RingCentral set on simultaneous ringing.
Hi Adam,
New Ticket creation for missed call is configurable and you can switch it off in RingCentral integration configuration page in Zoho Desk.
I'd like to collect ad hoc information related to tickets raised in Desk with custom apps in Creator. There is no set integration between the two. What is the simplest way to create a relationship between a ticket and a particular record in Creator?
We are just moving from Salesforce and we have a report that we are trying to replicate. Attached is a screen shot of that report.
Case type is a custom field. What is a suggested way to create this report.
Thanks!