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Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.


In this month's Ask the Experts, we would cover all the topics related to Agent Productivity. You can post questions related to:
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Post your questions/doubts/suggestions on the topic and our experts will answer your questions, real-time, along with their expert suggestions and pro-tips on 28 February, 2019 from 6:30 - 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 field 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 asking. 
  
Previous ATE Sessions:
  1. Ask the Experts 1: Setting up departments and multi-branding
  2. Ask the Experts 2: Advanced process automation
  3. Ask the Experts 3: Reports and Dashboards


1 user finds this useful.
20 Replies
  • 5 years ago

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.


Thanks for participating in the online community Q&A session.

That’s a tricky question. I am glad you brought it up :) . This use case has been discussed in several occasions and we couldn’t suggest a concrete solution to this. But we came close with couple of workarounds.

The same discussion has gone in the following thread: 


We've discussed a couple of work-around in the above post and also a possible solution via "Blueprint" to achieve your requirement to some extent. Please take a look and see if the answers are helpful.

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.

  • 5 years ago

Thank you for taking the time to write to us.

Email to Ticket conversion has been made easy with Zoho Desk. We support email forwarding functionality to achieve your requirement. Every email service provider/client supports forwarding email to another email aliases or address. In Zoho Desk, you are provided with default support email aliases eg: “support@portalname.zohodesk.com”. This address can be used as a forwarding address to create tickets from a source email box.

If you have a dedicated support email address (eg: support@companyname.com) then you can auto-forward emails from that email address to Zoho Desk via email forwarding Rules. Certain email service providers allows advanced email forwarding, so that it automatically filters emails based on user-defined criteria and then forwards it to Zoho Desk. By doing so, only the selected emails that is received at your email box will be created as tickets in Zoho Desk based on the forwarding rule.

I have attached a sample screenshot of how the forwarding rule setup in Google Mail looks like for your reference.




We also have extensive help articles on how to configure email forwarding across different service providers.

If I have misunderstood your concern, please elaborate and I’d be happy to assist you further.

  • 5 years ago

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

  • 5 years ago

Awesome, and thank you.

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,

  • 5 years ago

@H-FARAM S.P.A.,


            Trust you're well.


            Zoho Desk’s automation feature allows you to extensively achieve such complex uses cases. In your particular requirement, We can execute the workflow based on Ticket  Owner field update. below are possible ways to trigger mails to contacts.
  • By creating a workflow with field update. (In this case, the mail will be triggered to the contact whenever the Ticket  owner field gets updated.)
  • If you would like to trigger the notification when the Ticket owner field  is updated  from “Unassigned” to an Agent, then we can write a custom function to trigger the notification to  the contact.



** As of now, both the above mentioned functionalities are limited to the Enterprise edition only


  • 5 years ago

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!

Hi,

#1 Its possible to send notification when a customer Replies to a ticket from Customer Portal, though not for comments in a ticket. Please follow the below steps:
1. Goto Setup->Automation->Workflows->Rules
2. Create a new rule by checking “Customer Reply” (Execute the rule when customers respond to Tickets) in “Execute On” section

3. Criteria can be ignored
4. In Actions section create a Alert with required "Email Template" selected and “Record Owner” checked in “Also Notify” section and then Save the Alert

5. Now Save the Workflow rule form
6. Note that this will notify the Record Owner(Ticket Owner) when a customer Replies from any channels like Email, Community, Social etc. Hope it would be added advantage.
7. Yeah..don’t forget to turn off other notification rules if above worked out for you to save the agents being drowned by flood of emails ;)

We are just thinking out loud to merge Reply and Comment options into one in Customer Portal which will solve this case much straighter.

#2 “Zoho Workdrive” integration is definitely in our cards, likely to be taken on early next quarter. Appreciate your patience till then.

Regards,
Srini
Zoho Desk Team

  • 5 years ago

Thank you Srini for the custom response and workflow, this will make a huge impact! You are the man!!

Will any of you be attending Zohoholics Germany in April? If so, see you there!

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!

That’s an interesting scenario and I would say it is still possible to auto-assign ticket to the actual agent who forwarded the email to the Helpdesk. 

The trick here is that this can be achieved via a workflow rule with the help of a custom function. The only condition here is that the agent has to type his “Email address” as the first line of the email while forwarding it to Zoho Desk. 

The custom function can identify the email address in the incoming thread content and use that email address to identify the agent in the system and then auto-assign the ticket to the respective agent. I have shared the sample custom function code below for your reference. 

  1. Module : Ticket

  2. Argument:
  3. Name : ticketID - Value : Ticket Id

  4. Sample Code:

  5. zohoSupportAuthtoken = "73a4c8b11*********90fafcfe";
  6. //replace DESK API Authtoken
  7. orgId = "1234567";//replace ORGID
  8. AgentId="";
  9. getTicketDetails = invokeurl
  10. [
  11. url :"https://desk.zoho.com/api/v1/tickets/" + ticketID + "/latestThread"
  12. type :GET
  13. headers:{"orgId":orgId,"Authorization":"Zoho-authtoken " + zohoSupportAuthtoken}
  14. ];
  15. content = getTicketDetails.get("content");
  16. EscalationType = content.toCollection("<");
  17. //info content;
  18. //info EscalationType;
  19. finalvalue = "";
  20. for each  myvalue in EscalationType
  21. {
  22. mmvalue = myvalue.toString();
  23. if(mmvalue.contains("@"))
  24. {
  25. Email = mmvalue.subText(mmvalue.indexOf(">") + 1,mmvalue.length());
  26. info Email;
  27. break;
  28. }
  29. len = mmvalue.length();
  30. leng = mmvalue.indexOf(">");
  31. temp = mmvalue.subText(mmvalue.indexOf(">") + 1);
  32. finalvalue = finalvalue + temp + "  ";
  33. }
  34. getAgentDetails = invokeurl
  35. [
  36. url :"https://desk.zoho.com/api/v1/agents/email/"+ Email.trim()
  37. type :GET
  38. headers:{"orgId":orgId,"Authorization":"Zoho-authtoken " + zohoSupportAuthtoken}
  39. ];
  40. info getAgentDetails;
  41. AgentId = getAgentDetails.get("id");
  42. if ( AgentId != "" && AgentId != null)
  43. {
  44. jsonString = {"assigneeId":AgentId};
  45. //jsonString = {"customFields":{"Address":Email}};
  46. updateTicket = invokeurl
  47. [
  48. url :"https://desk.zoho.com/api/v1/tickets/" + ticketID
  49. type :POST
  50. parameters:jsonString.toString()
  51. headers:{"orgId":orgId + "","Authorization":"Zoho-authtoken " + zohoSupportAuthtoken,"X-HTTP-Method-Override":"PATCH"}
  52. ];
  53. info updateTicket;
  54. }

Hope this helps. 



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

  • 5 years ago

Dear Emma,

Hope you are doing great!

Your requirement on "Macros" and "Templates" sounds to be of a great value add.

Macros: We haven't thought of adding the notifications (Templates sent via automation like Macros) as a conversation in the ticket. This is because, the notification can be sent at various levels to different receivers (agents, customer, additional recipients, etc.,.). Capturing all the notifications in a ticket's flow is certainly not a better approach and that is why we make the entry in the "History". We do not have an immediate plan to get this worked out. That being said, I'll certainly take this up for further discussion with our team.

Templates: "Reply To" option that you see in the "Email Template" is not a recipient's space. Instead, it is just the email address that you enters as an optional field for the end-users to reply to you in turn from the notification email triggered via templates. So, you cannot utilize it to update the "To" field when using the respective templates in your ticket replies. At the moment, the templates are used as canned responses that auto fills the content in the reply and allows you to reply to the corresponding ticket recipients. Hope I made it clear on this.


Regards
Rahul JR - Zoho Desk Team

hi
COMMENTS:
We have multiple departments - each with a unique email address
Majority of us have access to all the departments
If we sent a public comment to the contact from the ticket and they respond it goes automatically into the ticket

However if we add a comment which is internal and we 'link' a technician to the comment, ie @emma etc , the tehnician receives the public comment via an email

However if the ticket is not in our original department created then the emailed repsonse does not go against the correct ticket and department - instead it goes in as an unassigned ticket within our initial department

Could you tell me how we can overcome this?

Thanks
Emma

  • 5 years ago

@Emma,

You are right. Reply to the comment notification (on "Agent Mentions") will trigger the response to the default department. This is because, the template used for the @mention comment notification is static and not editable. We will check the feasibility to support editing this template from notification settings. This should allow the users to set the "From Address" in the template and any replies to the notification will be added as a conversation under the corresponding ticket (in the correct department).

Until then, please ask the users (who are mentioned in the ticket) to use the "View Message" BUTTON from the comment notification which will take them directly to the ticket and from there, they can update the status back as a comment/reply. I hope you must be already doing this, and I'm just re-ensuring it.


Regards
Rahul JR - Zoho Desk Team

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