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Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums, wherein a panel of experts will take on questions about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions posted here.
 
In this month's ATE we will discuss the various customization options available in Zoho Desk. We will cover the following topics: 
  • Field Customization
  • Field Mapping
  • Layout Rules
  • Validation Rules
  • Field Permission
  • Template Customization
  • General Settings
  • Multi Layout - Open for Beta
Start posting your questions right-away and our experts will answer them on 10 June between 6:30 am to 11:30 AM PST. 

Note: This is NOT a webinar. This event is a text-based discussion on the Zoho Desk community where our experts will answer your questions for five hours straight. Start posting your questions as comments below. 

P.S. Unable to view the comment box? Use the Sign in option above to view the comment section and start posting your questions. 

All previous ATE sessions can be viewed here


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I want to be able to save "Table Version". I have to reset this too often.

  • 4 years ago

Hey Chris!

Would you like to set Table View as the landing page in Zoho Desk? We'd also be interested to hear whether this would be useful for other users? Could you care to elaborate on the use-case at 'support@zohodesk.com', so we can validate the technicalities involved.


Regards,
Ash | Zoho Desk

Is there an API call / requested where we can stats for our own website? such as average ticket ration / etc?

  • 4 years ago

Hello, Anthony!

The APIs shared below can be called to display Zoho Desk content on your website. In case you're looking for reports or dashboards-related APIs, we are actively working on it, and it is likely to be available soon.

https://desk.zoho.com/support/APIDocument.do#Tickets

https://desk.zoho.com/portal/APIDocument.do#KnowledgeBase


Regards,
Ash | Zoho Desk

Hi there,
We currently manage around 9 pages throughout our local county, and are expanding as well.

Is there any way to add more FB pages to the helpdesk in order to help everyone rather than trying to get them to come through one designated page?

  • 4 years ago

Hi, there!

It is indeed possible to associate more FB Pages (brands) to your Zoho Desk profile using an add-on. I would recommend sending an email to 'support@zohodesk.com', so as to guide you in the right direction. Looking out for the email.


Regards,
Ash | Zoho Desk

Hello,
I have a question regarding Resolution tab and creating KBase article based on ticket.
Could there be an option to import the content of conversation to the window with knowledge base article?

That could help a lot to skip manual copy&paste of data from one window to another.
There is working option to transfer text from Resolution tab to KBase. Unfortunatelly, this tab does not support graphics, attachments, etc.

  • 4 years ago

Hello, Przemysław!

Thanks for putting this together. While we scrutinize the feasibility to support this as a built-in functionality, you can now achieve the same using extensions. Refer to the document shared below, and reach out to us at 'support@zohodesk.com' if you've any queries.

https://www.zoho.com/desk/extensions/guide/



Regards,
Ash | Zoho Desk

  • 4 years ago

When handling a ticket, how do you add a field for Issue Type? I would like to be able to pull reports to know what kind of issues are the most handled by the agents.

This can be achieved by adding a Custom field with predefined "Issue Types" as "PickList Values". We can update the field on Ticket create manually or through automation. We can also configure reports based on the Issue Types.

Related Help Documents

Reach us at support@zohodesk.com for more clarifications

With Regards,
Jeyshri 

Hello. Is there a way in Zoho Desk on the Ticket Conversation tab to expand all email conversations at once? Currently, only the latest conversation email thread is expanded at the top of the Ticket's Conversation tab. The rest of the conversation email threads display only the first line of the text. I realize that clicking on a specific conversation email thread I want expanded will expand it. However, I was just wondering if you could add an "expand all" feature. Thanks!

  • 4 years ago

Hello, Christopher!

I've seen this use-case a bit. Expand-All would be nice-to-have addition. Thanks for adding your voice to this request. Providing this as user-preference should help. I've flagged this to our team already, so they can analyse the feasibility of including this option, down the road.


Regards,
Ash | Zoho Desk

  • 4 years ago

First: We need this also extremely! Is it possible to set a ticket for a period of time on hold and automatically reopen it on a specific date?

And second: It is possible to get a custom field to sort? Or is any work in pipeline that makes it possible to sort on two or more fields? first sort status in that sort priority and in that due date and in that ticket number!? Then we had a list that is possible to work from top to down without getting to another list to see if in this status is anything or in this priority list the other thing we have to work on.

  • 4 years ago

Hi, Branko!

Custom Functions can be used to achieve this requirement, i.e., to reopen the on-hold tickets on a specific date. Drop us a note at 'support@zohodesk.com' citing this post, for the sample script.

We will look into the viability of providing the aforesaid sort functionality. Howbeit, you can use the Ticket Work Modes, for now, to prioritize on the requests and work effectively.

For more information, see Ticket Work Modes.


Regards,
Ash | Zoho Desk

  • 4 years ago

Does the Multi-Layout feature only affect the ticket meta data? I'm not sure I understand that feature.

  • 4 years ago

Hi Julie,

Multi-layouts allow you to show a separate set of fields for each product, process, or service and ensure that your customers and agents see only the relevant fields. This is not just for the ticket; you can add multiple page layouts for accounts, contacts, activities, products, and time entries.


For more information, Please refer the Video Attachment :

Regards,
Ashok, Zoho Desk

04_Multiable Layouts.mp415 MB

Hi!

We have a client who uses us as a full ticketing solution, from regular employees to HR. The HR department would like to keep their ticket templates private for obvious reasons. Is there a way to allow certain templates to be shown to certain users?

In Multi Layout (Available for Beta) , Ticket Templates are "Layout" specific and Layouts can be restricted to a particular set of Profiles. Thus it is possible on enabling Multi Layout.

To know more about the Multi Layout Feature Click here 
To get Beta Access for the Multi Layout Feature Click here

With Regards,
Jeyshri

  • 4 years ago

Is it possible to customize the login page for customers? We want to put a block of text on the help desk login page.

  • 4 years ago

Hi Cory,

I am afraid it is not possible if they use ZOHO authentication as we redirect them to accounts.zoho.com. However, we'll analyse if we can handle this in the future.

With Regards,
Ranjith, Zoho Desk