How to make ticket TAGS more prominent?
I just had to search really hard to find where to add tags to tickets and then when a ticket is tagged, I can't even see the tag anywhere on the page. We need to be able to see tags against tickets from the main inbox / list - is there a way to do this?
Amount of time of "on hold" tickets
Situation: My company wants to reward a team for not leaving tickets open for too long. Every time an On hold ticket gets answered by a customer, it goes back to open; one of the agents answers back and changes its status to On hold again. So we are trying
Twilio SMS support in Zoho Desk
Hi Zoho Support, The phone numbers I purchased from Twilio support both SMS and MMS. Does Zoho plan on supporting Twilio SMS and MMS functionality inside Zoho Desk, instead of using Share a Screen or Clickatell?
DESK / Como lograr un blueprint para AGENTES DE SOPORTE sin capacitación previa
Hola, buena tarde a todos: Preguntando: En la empresa tenemos sin fin de respuestas a otorgar cuando se ofrece soporte al cliente, pero a veces es complicado capacitar a alguien en un solo día, por ello el atrevimiento de preguntarles, será posible construir
The new "Related Tickets by Custom Fields" extension does only function on the old UI
I've just installed this extension and found out that it doesn't function when the new UI is active. You have to switch to the old UI for it to function. This is a useful extension and we would like to be able to use it on the new UI. Also, the help page
desk support ticket status report. make x axis to be 'over time'
This is how the report looks right now. I have selected Chart Type to be 'stacked bar', but it still displays the different statuses on different bars. I would like the x-axis to be 'statuses over time' with each bar representing a week or month.
How to disable the notifications request notification
Hi, When I log in desk, I always get this notification window, asking me to enable notifications. I don't want notifications, so the current option is to click May be Later.... Until I get back to Desk, and I get the same notifications. I couldn't find
Zoho Desk
Hi There, Is there any solution if i want to send out 1 email content to multiple recipient at one time using Zoho Desk?
contacts not shown on agents
Hi, We are still setting up our ticketing system. We recently found out that the contacts that I (as an admin) imported was not available to the agents. Agents can't create ticket manually because tickets need contact name and the contacts don't appear
Customer Account in Zoho Desk
Hi. Is there a way to merge two accounts in Zoho Desk? I have an account that has a duplicate and both accounts have tickets associated to them. I can find them by using the "Duplicates" in the accounts screen but when I am there, I only have the choices
Duplicated tickets when responding to another ticket
Hi, I've recently created two new departments, each one dedicated to a customer (according to our support scheme) and with its own mail. Tickets are send by mail to a mailbox address in G Suite and then redirected to Zoho Desk's addresses, and they're normally created, but the issue comes when the agent sends a response to the ticket and the customer replies again. When this interaction establishes, new tickets are created with the customer's response instead of attaching it to the original ticket.
Can't get a list of archived tickets via archivedTickets API endpoint
Hi. Each time I try to get a list of archived tickets I receive a 204 error (no data). I am using https://desk.zoho.eu/api/v1/tickets/archivedTickets?limit=50&departmentId= as my endpoint (valid department ID is appended after the equals sign). Am I
How to set up multiple email addresses for different departments under one Desk account?
So under one company, we have multiple departments with numerous team members needing access to specific mailboxes, for example:- Support Accounts Social Media Etc I have set up Desk (new user account) and can forward the email to the one zoho email address
desk chat vs salesIQ
Trying to understand the difference between the two options and which is preferred and why. Our company switched to salesIQ and it is great for sales but not so much for support. I really want my chat to have the ability for the customer to come to
Bybrand for Zoho Desk now supports department signature
Zoho community, I would like to announce that Bybrand for Zoho Desk now supports different email signatures in each agent department. This was a frequent request from customers, and also suggestions here in this community. Therefore, we worked this month
Error adding department support email address
Is there a limit to the maximum number of departments in Enterprise. We have around 100 at the moment.
Private chat between Agents found in lower left corner - how does it work?
Hi! In the lower left corner of Zoho Desk you can find "Chat" and "Contacts". I try to use the chat to talk with other agents within our organization (and department). I have managed to this by this complex process: 1. During our normal work we happen to have an "Agent collision" when both of us where looking at the same ticket. I could click on my collegue "Agent A" in the top pop-out-box and initiate a chat about the current ticket. 2. Later on, in the Chat window (in the lower left corner), I
product name in Ticket module
Hi Team, please replace search lookup format of product name field in ticket module with dropdown field format. this is very easy to select the product from list. end user can not understand how select the product as its mandatory field in our zoho
Repeated notifications for Ticket/tasks depending on their status
Hi, everyone, For our day-to-day operations, we need the ability to be repeatedly notified about tickets and/or tasks depending on their status. This would affect one of the following cases: 1. A ticket has been open for a long time. 2. A ticket has been
Adding additional records dynamically to a subset of fields
I'm trying to create a service ticket layout which will be passed to a Creator application for Field Service Management (FSM) purposes. We need to be able to define a specific subset of service product fields such as "Service Product", "Service Product Serial Number", "Service Product Warranty End Date" and "Service Product Current Warranty Status". We may need to record more than one of these subsets, in case the customer has more than one product which has to be serviced on their site. It seems
Zoho Desk very slow
over the past few weeks zoho desk has become so slow that it is almost unusable. please address performance issues. Thanks!
Update a bolean field with a custom function
Hi! I want to update the field "isAccountTicketsViewable" from true to false. I have a workflow rule that trigger when the field "Account" of a contact is modifyed. When the rule trigger I wanto to update that field. I write this funcion and mappde ConctaId
Assigning a Ticket to a Team
Hello, I used to be able to assign a ticket via Zoho Desk to a Team. I just recently realized I no longer have the option. Whenever I try to assign a ticket, I can only assign agents and no longer have the ''Team'' tab. I'm unsure which settings relate
Can't update User
We have some users setup as Light agent that we would like to upgrade to Agent, but that option is grey out in our setup page. Thanks.
Zoho BugTracker Integration - Sync Additional Fields
We've started using the integration between Zoho Desk and Zoho Projects (Using BugTracker to link Issues). The one big drawback we've seen is that not much information from the Desk ticket makes it into Zoho Project Issues automatically, so the agents
Customer happiness rating on closed email tickets ONLY
How do I send a customer a happiness rating on closed email tickets only. I tried creating a workflow but it is not working. It still sends on all closed tickets.
Forum Text Formatting
Hello, I'm not sure where the best place is to post this... It appears that there's some forced formatting that occurs whenever a message is posted in the forums that removes any spaces or tabs at the beginning of each new line. As someone who occasionally
Remote Assist link at the bottom of the ticket missing when blueprint is active
We normally have the Remote Assist link at the bottom of the ticket but since we have been experimenting with using blueprints I've noticed that the Remote Assist link is gone when the blueprint is active. Is there any way to get the Remote Assist link
Edit Customer Ticket form
Hi, Can we edit /modify the Customer Ticket form to provide some inputs for them to minimise the Entry. Also can we remove the verification part. Also We are not able to get access of helpdesk@vijtech.zohosupport.com email as need the Gmail verifica
Get Tickets for a specific date
Is there a custom function or api that I can use to get ALL Tickets on a specific date? Currently with the List All Tickets API, the most you can get is the 100 MOST RECENT (the default is about 20) for with in the last 15, 30, or 90 DAYS. We get more
Issues with incoming emails being created as Spam Tickets
Hi We seem to be having a similar issue to Alberto in the following topic https://help.zoho.com/portal/en/community/topic/spam-tickets-29-8-2016 Only recently we have noticed that a number of emails from different customers are coming through and this is creating Spam tickets rather than standard tickets in Zoho Support Would it be possible for the Spam Filter to be switched off for ourselves also to prevent this from happening going forward Kind Regards Mark
Business Hours SLA with Round Robin Assignment
Hello! I have asked Zoho Support for assistance multiple times but haven’t gotten a solution so hoping those in the community can assist me. Our business has agents across 4 time zones. I have our business hour set up for each time zone and we assign
Guided Conversation does not work in Help Center when Signed in
When I sign into the Help Center, Guided Conversation does not work. The console.log displays that an XML error indicating that root could not be found. Guided Conversation works just fine in ASAP as long as I am not signed into the Help Center which
Time spent column missing from report columns
If I create a global report from the all departments view and I add time entry to related modules I am able to add the time spent column to the report. If I create a report with a specific department selected then when I add the related modules I do
Deprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions
Duplicate tickets
Hi , Sometimes , some tickets are created twice in our desk , How can we solve that problem ? Can we combine automatically duplicate tickets ? Best regards
Is there an API function for the customer to add to an existing ticket thread?
Hi Is there an API function for the customer to add to an existing ticket thread? example, customer puts in new support ticket. support replies and ask for more details. customer replies with more details -what api function is used for this (will add
Ticket Views for All Departments
I have an idea for enhancing ticket views when in "All Department" mode. For agents that are members of multiple departments, it would be great to have an overview of all those tickets but also the ability to filter or sort them by department. For a
ASAP Web Add-On not Visible
Hello, I have created ASAP Web Add-On and when I paste the script on my web page, icon does not appear, however, when I paste the script available at https://www.zoho.com/desk/developers/asap/#introduction icon does appear and when I tried putting in
Zia Reports
Hi, We just implemented the ASAP Add-on with Zia Bot enabled It would be incredibly helpful to get a log of 1) What questions were asked by users 2) how many results in a successful/unsuccessful response 3) What was the rating provided for each answer by user 4) Who the user was This will allow us to see if Zia is indeed helping users or frustrating them with poor answers. In addition, it will help highlight articles that we are missing in our knowledgebase that we need to write to address questions
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