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Email template translation
Hello! Can you help me to understand how to translate email templates quickly from English to my language (Italian)? I have over 10 departments and there are about 70 Email Templates per department. It looks like a huge job. Is there an alternative way
Views accessible in multiple departments
I've noticed views are specific to department. This makes sense for tickets, but for stuff like contacts and accounts it's somewhat confusing to have to recreate them for each department, and then they disappear all together when you select all departments
Ticket reassignment to original ticket owner
Hi Zoho team! Is there a way to reassign the ticket to the original ticket owner? Like when ticket is newly created the ticket owner is Agent1, when i created a workflow to assign the ticket to agent2 when status is In Progress But in For Closure status
Emails that have multiple contacts in cc
Hi there, I am thinking about using desk to manage all emails that are sent to our project management team. Often there are multiple people included in the emails, more people from the customer and more project managers from our side. When this happens
Automatically prevent some contacts from being CC'd
Is there a way to automatically remove certain contacts from the CC of a ticket? There is one email address which is included as a cc on several tickets, however we would like it to not be included in future correspondence, so we would like to automatically
Feature Request: Add an Agent View tab on Agent Management Screen
Please add another tab that shows full agents. Currently there is All Agents and Light Agents. It would be great to see a list of agents that are not Light Agents.
Get all tickets with zoho desk API
- How can i get tickets based on grater then specific date (e.g url/api/v1/tickets?where created time > 20/07/2021) ? - How can i get the 'Agent response time' with API call ? - Can i get tickets based on offset ? Thank you.
Draft Email Reply Using Template
Hi, I searched and searched but to no success. Is it possible to draft an email reply and use a template for that? Using custom function, of course. Thanks
Ticket Auto-close by requestor reply (email)
Hi Zoho Desk Team, Is there a way to close a ticket via keyword when requestor replies something like "close ticket" Apparently the only option available in the workflow criteria is the "Recent comment" Assuming that the only option is through custom
Automatically complete a task as part of a blueprint transition
Is there a way to complete a task as part of a blueprint transition? For one department, every case gets a list of tasks. It would be nice to complete these with the related transition, however when I add this when completed, it just adds another ta
Webform ticket
Hi Zoho Desk Team, May I have a detailed information about this line? And what does this mean? This ticket is from the webform Thank you.
Parse info from email to Zohodesk fields
Hi We have a support form on our website that sends an email to the zoho desk, as follows: Request_Type: Maintenance Source: Website Submit_Date: 16/12/2019 Submit_Time: 11:59 Contact_Name: Jane Smith Contact_Email: jane.smith@customer.com Building: 'Building
Add contact to CRM without two-way sync DESK
Hi, For our company we cannot use the two-way sync DESK <-> CRM, because it will fill our CRM database with loads of unusable leads/accounts. Therefore we have set the sync to one-way. Though, in some cases we WOULD like a new contact to be added (to
Customize a task that is auto created from a blueprint transition?
I have a blueprint where one of the transitions creates a new task attached to that ticket. I would like to be able to customize that task with input from the agent during the transition. Is it possible for the agent to enter info that is added to the
ZIA for Desk in EU
Hi! When ZIA for Desk will be available in EU?
Make an ITIL/ITSM system, add Assets tracker and so on
Dear Zoho Support team, I know you corporation has very interestring services and products on: http://www.manageengine.com/ I'm very interested in ServiceDesk Plus functionatily, such as: ITIL/ITSM ready, Assets tracker and other things: http://www.manageengine.com/products/service-desk/help-desk-features.html
How Do you Post in the "Announcements" Category
Our Zoho Desk has an Announcements category, but I cannot find anywhere inside Zoho desk or in the Community section to post in the Announcements section. Is this because we are using "Remote Authentication" to login our users, so when I login to the
Help Center re-invitations cause the contact record details to become emptied and contact name to be changed
I was correcting a message draft and I had to re-invite the contact to our Help Center because the response was referring to a service instruction which was published in the Help Center. After the re-invitation the contact name has turned into "Anonymous 4" (This issue did occur 3 more times in the past) and all of its details has been deleted. Also the drafted message has turned back into its original content. I did work on this draft at least for about 10 minutes. (I had saved the modifications
Support Email addresses getting notification emails
We have several of mailboxes set up that forward to Zoho Desk, but they are also the SMTP addresses in Zoho Desk form our system. When those send in a ticket, they also get the ticket notifications which adds extra clutter to the ticket. Is there a way
Button link in html template zoho desk
Hello, I would like to add a link to button in zoho desk template mail but not working, and there's one type of button work <input type="button" class="button" value="View ticket " /> how can i add link in this code ( href not working in zoho desk
Zoho email forward auto assign agent
When forwarding an email to create a ticket in Desk, is there a way similar to the #original_sender tag to assign it to an agent? Right now it creates the ticket, but creates it as unassigned. I then have to go into desk.zoho.com and assign the ticket
Help center close button
Hi Ash and team, I want to give my requestors the ability to close their tickets. As default close ticket button is shown when a ticket does not have associated blueprint. But i want to show it even if the tickets are in a blueprint. Is there a way to
I've imported records for my organization, unfortunately every one incorrectly came in under my name for the Account Owner instead of the assigned owner
The mapping in Zoho import is not working
Integration of ASAP Web Addon in Angualr
Hi There, Any document to Integrate ASAP Web Addon in Angular frame work 10 possible?
Create tickets on behalf of the sender while forwarding emails
Is this feature department specific or global setting? Create tickets on behalf of the sender while forwarding emails When an agent forwards an email to your support mailbox, it creates a ticket in the name of the sender. When disabled, the agent is treated
Helpcenter front not reacheble for about 30min.
Our Helpcenters https://helpcenter.bimcollab.com/portal/en/kb (multilanguage) and https://helpcenter.kubusinfo.nl/portal/nl/home weren't reachable from around 13.45 to 14.15 CET this day. We found also another company with the same issue. Problem is
About ZOHODESK Request API
This documentation of the ZOHODESK Request API is very brief: https://www.zoho.com/desk/extensions/guide/#request-api Can someone point me to a more complete version of this documentation? I'd like to confirm that: - I can use placeholders in the request
SLA Dashboard - Violations by SLA did not match
Per checking on the SLA Dashboard - Violations by SLA, counts did not match on the number of tickets that we have. Please see images below for your reference. SLA Dashboard - Violations by SLA Total number of incident request: 19 Total number of incident
Report of missed calls during ivr or after ivr
where can i tell the difference between missed calls during ivr or after ivr ?
Support for Unifi Talk
Hi I just wanted to see if there is any support for connecting Zoho Desk with Unifi Talk I know that Unifi talk uses Twilio not sure if that makes a difference. Thanks
workflow module for IM
I can't find the module for IM, so I can't create a workflow for IM
Default department: differences from others
Hi! Can someone explain me what is the function of the "default" department? How is it different from others? What can be done different in the default department? Knowing this information would help me understand how to handle it. Thank you!
Can't create a Desk Report for more than 31 day time period
There doesn't appear to be any way to create or view a report in Zoho Desk reports area where the view is more than 31 days. When you try, it gives an error saying the time range cannot be more than 31 days. That seems crazy to me. What if I want to see
See how many API credits left
I need to know who many API calls i left, In zoho crm i can see the amount of API credits that left, can i see this info in zoho desk? And if not, how many credits 'cost' to fetch an 100 ticket ? I want to be able to fetch all the tickets on a daily
Zoho Desk: Incoming Chat Automatically Going to Missed Chats
Hi all! We're having an issue in Zoho Desk where we're seeing chats going to "Missed Chats" despite our team being active. We've already set our team members to not show as idle. Additionally, some of our team have lost access to the chat in Zoho Desk
From Address: Edit default email
Hi Zoho Desk Team, Is it possible to edit the default "From Address"? We want to change it to: support@amti.zohodesk.com Or can we request for you to change it?
SLA Response time to NBD (Next Business Day)
Hi Zoho Desk Team, Is it possible to set the SLA response time to next business day? Ex. Ticket was received today but the response time is for NBD (Next Business Day) Within 8AM - 5PM the agent must respond to the requestor, and if the agent did not
Add more options for customer satisfaction
We think that is important that we have more options to qualify the customer satisfaction, now there are 3 faces, I recommend to have more options like 5 stars. Like this picture. I will be grateful
Zoho Desk | Autonumber Field
Hi Zoho Desk Team! Hope all is well with you. I would like to ask is there any workaround to create an custom autonumber field in Zoho Desk? Say I want to have this format: ABC-YYYY-5Digits(incremental). Please let me know. Best regards, Lizz
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