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When I close a ticket, and a customer replies with something as simple as "thank you.", it re-opens the ticket and I often find tickets coming up past due because of it. Is there a way to get an email alert sent to us letting us know when something is in danger of being past due? Also, is there a way to stop the ticket from re-opening automatically when a customer replies like that? The only way we know of right now is to filter all past due and open tickets and that can get difficult when you get 1,000+ emails per day and are very busy at the same time. We are trying to find ways to combat past due tickets. Thank you.
I am struggling with email. if I could get emails from customers to come into zoho Desk or CRM it would save a lot of agent time. But I do not understand the different email addresses that must be used, or how to get the emails to go to the right person. How would the system know if an email should be attributed to a ticket or just connected to the CRM in some way? I am struggling with all things email.
Is it possible for tickets with unread comments from our fellow support team to appear bold, similar to when a new ticket is unread or when the customer replies." Sometimes I am waiting for an answer, and it might take 3 days or 5 mins. I get so many emails it hard to not miss the response I am waiting for. All I need is for it to be bold, so then I need to open it and take action. We are getting busier and I want to make it more effective. Thank you in advance for your help.
Hi,
This is small yet a valid addition to the ticket list view. We've been requested for this option quite a few times.
We definitely have this in our pipeline and our intention is to mark the ticket as unread (bold) to Ticket Owners when a comment is added to their tickets. Also to agents who gets @ mentioned in a ticket. You'll get to see this in action pretty soon.
Regards,
Srini
Zoho Desk Team
Hi,
we are struggling trying to find a way to notify a contact when a ticket is assigned to an agent: we want to automatically send an email to notify the contact that the ticket is assigned and that we are working on it. But seems there is no way to automatize it.
We tried setting up rules but the problems are the following:
1. We tried setting a rule that says -> when ticket owner isn't Empty -> notify users : but this notifies the contact every time there is a modification on the ticket (so not good :) )
2. We tried using the Supervise module using the "Hours from first assigned" but we cannot use decimals or "0" as value in order to immediately notify the contact.
3. The last option is with macro, but the problem is that this will need the agent actively start the macro when he takes the ticket and we want to not add another action to our agent.
the best solution for us would be option 2 if we could set the criteria for "time from first assignment" <= 0.
Looking forward for your tips and hints.
thanks,
@H-FARAM S.P.A.,
1. Can we set up a notification that when a customer comments on a ticket through the portal, then only the ticket-owner (agent) receives an email notification?
We have set up similar rules/notifications offered by your support team, however often ALL agents receive a notification and all agents are flooded by notifications from other agents ;)
2. Please add "Zoho Workdrive" to the Cloud Picker under a Ticket's "Attachment," I requested this from support a few weeks ago...
Thank you for your support and services!
Thank you, Paul.
Yes, I will be there at Zoholics, Germany in April. Look forward to meeting you :)
When forwarding tickets from our email inboxes, Desk already detects the sender's email address is an agent and 'ignores' it - assigning the contact as the relevant sender of the original email (the customer) instead.
That's an awesome feature - however, there doesn't seem to be a way to set up an assignment rule that says 'this agent forwarded this email to Desk, therefore I want to assign it to them automatically instead of the default agent'.
Am I missing a trick here? It'd save us some unnecessary ticket notifications going out to our 'default' agent!
Thanks Lawrence, I'll give that a try!
hi
Macros:
Is there a way that the system could be enhanced so that when we use a template attached to a macro it goes into the ticket so visible (not just as an action in the history)
I am aware that some users utilise macros for multiple emails
However can we not have the system recognise when it is only being used to forward to, for example, a 3rd party support system or to the contact informing them of details etc
As we use macros for this as well as automating the ticket to close and automatically adding a resolution into it too.
Templates:
Please can we have the ability to utlise the the Reply to option so that we can create a template and then if selected from within the reply of a ticket it will automatically be sent to the email address within the Reply to option as we use these templates on occasions to forward information to email addresses that are NOT the contact of the ticket - at the moment we are having to remove the contact email from the to: and add the relevant email address
Thanks
Emma