Clear report for hours spent by each agent
Hi! I am currently trying in vain to get a good overview of all time entries (filtered by agent). I can create a pretty good table - but as soon as I want to create a chart from it, the time entries are output according to number. But I want to see: -
How to put a ticket On Hold
I'm sure this is easy but I can't find the answer here! How do I put a ticket on hold? Thanks :)
ZOHO Desk ASAP assistant: scroll article depending on page action
Hello, We are implementing the ASAP assistant in our web application. We plan to set up a specific article on some pages of our web app, and set up ASAP so that it opens directly the corresponding article. We found how to do this with javascript (thanks
When a closed ticket gets a reply then the system starts to send continuous reminders until the ticket is viewed by an agent
The reminders are in the form of "You have received a new response to the closed ticket xxx". The last one that we did recognize did get more than 270 reminders. Now a second one has been triggered.
Customize my desk
Hello I want my helpdesk to look like the demo one https://www.zoho.com/desk/images/every-brand-gets-own-space1@2x.jpg Why can't zoho, make customizing the desk functionality as easy as zendesk. I would love to switch can only if i can have something
Placeholder for user that send the recent response
We currently use Workflows with Email Templates to automatically send out an email to a team when a customer sends a response to an issue. The template uses the '${Cases.Recent Thread Content}' placeholder to get the content that was sent but we are also
Zoho Desk down for anybody else?
Mid-morning, we started getting a "400 Bad Request" error when we visit our help desk. Checked our DNS records, that's setup correctly still, nothing changed there. Tried opening a ticket with Zoho with "Emergency" status but never even got an acknowledgement
Can you link to a comment?
Sometimes it's helpful to a specific comment in a ticket in our other system, however I don't see this as a possibility in Zoho desk. Is this possible or am I missing something?
How to post and view my public knowledge base?
How do I find the code to add the Knowledge Base to my website? How can I add the knowledge base to my web page? Is there a URL where I preview to see it live? Or is there code to insert it in my webpages?
Automatic NEXT and PREVIOUS in Help Centre
Some areas of our Help Centre are more like a book than individual articles. It would be useful, therefore, to have an automatic way of navigating from page to page within a section. For example, if the section were about MAKING A FILM the first article
More Control in Sequential Call Routing
Right now the sequence for call routing is determined by the first rep that signs in... ?! This is totally arbitrary and out of our control. Please provide a way for us to sequence the order in which our reps are contacted in.
Does ZOHO Desk log all incoming calls?
We are currently using desk only for email support, with plans to implement Twillio integration. We've been doing some testing but I'm uncertain of a few things. I know that zoho desk will log all incoming calls which for us includes those answered by
Ignore certain emails & Question about auto-assign
Hello Forum! We're currently on a trial for Zoho Desk hoping to purchase a full one soon, I have a couple of questions. 1. Daily, we receive technical-updates from a specific email address to our support inbox. We don't want to create a ticket for any
create thread API
Hello, I couldn't seem to find a way to create thread I only found the ability to reply on the behalf of the assignee (the zoho desk support agent) I have a small chat system and I need to be able to open threads as the customer. is it possible?
ASAP for mobile Platform: Authentication Method
We cannot configure JWT-based authentication, if Remote or SAML-based authentication is not enabled in portal. But we have federated login enabled. Can't JWT authentication be done, if federated login is enabled? Please try the possibility of it.
Customer portal Invite email
Hi, we have a customer portal in which some user are working well but we need to add more users and the issue is that the invite email is not sent. We have sent the re-invite but the user does not receive the email Is there any way to see what the problem is and how to solve it? I think that there is no limit for customer portal users in free license but I would like to confirm it. Many thanks. Regards Samuel
Disabling Public Comments option in ticket
Is it possible to disable ( temporarily) the option to make Private comment on tickets Public
Zoho Desk
Is there a way for a supervisor in an organization to be notified of every ticket created for staff? I see the cc option. But is there any other way in case the person entering the ticket does not cc the supervisor. I would like to track all ticket requests
Attaching client users to the same account so they will see each others tickets
Hi, Excuse me if there is already an answer to this question, but I couldn't find any help online. Currently, we have already two client users which are attached to the same account, But they don't see each other's tickets. We would like to set it up
Zoho Desk KB - how to find article ID and category ID
Hello We plan to set up a specific article on some pages of our web app, and set up ASAP so that it opens directly the corresponding article. We found how to do this with javascript (thanks to https://www.zoho.com/desk/developers/asap/index.html ) Opening
Ticket conversation tab doesn't reflect the merged email but ticket history indicates it
Today, we did merge 2 tickets into one but we can't see the merged ticket conversation in the conversation tab. The merge action and the ticket conversation which is being merged is clearly indicated in the ticket history. We did this merge action on
Separate knowledge base in 2
Hello, We are implementing Zoho DESK four our platform which has 2 different kind of users (sellers and buyers). We are wondering what is the best way to organize our KB so that each type of user finds what he needs, knowing that buyers should not access
KB in ASAP assistant: sections icons are not displayed
We did setup icons for each category and Display in the portal: Display in ASAP for category is OK: But icons are not shown for sections: => How can we have ASAP show sections icons ? Regards
Return to Open Tickets after Send
Is there a way to set up the system so that after an agent has clicked SEND or SEND/CLOSE, the screen is returned to the Open Tickets view?
Wordpress Users logging into Help Center
We have tens of thousands of users on our WP site. How can we enable them to be able to log straight into the Help Center? With Zendesk it was pretty straightforward but with Zohodesk it seems incredibly complex. Can it be done directly? I don't want
Product Category
I looked in the product category, there is already a choice of hardware, software, and CRM applications. can it be replaced or added?
dynamically change ASAP assistant position
Hello, We are integrating ASAP in our web application. In some pages, we would like the assistant on the right of the page. But there are situations in which we would like the assistant on the left part of the page. => Is it possible to change the assistant
ASAP Guide without Click/Hover Trigger
is it possible to create triggers that do not show after the guide has been completed? Right now if you create a trigger, either click or over, on a button on your website, every time somebody clicks the button the ASAP Trigger shows the tooltip. This
Customer Happiness survey on every Nth ticket closure
Hi there, I work in a B2B customer service, and we would like to send the Customer Happiness survey to, let's say, after every 20th ticket closure. We have multiple tickets coming from our clients' customer service people, so the email addresses are quite
What package is manual time tracking included?
During our trial we had a feature that allowed us to manually input time and an hourly rate for each agent. Which package is this feature included? I don't need automatic time tracking, manual is prefectly fine...
Error "UNPROCESSABLE_ENTITY" when I used zoho.desk.getRecords in Zoho Creator deluge Script
HI I have the following code in a function: q = Map(); q.put("accountName", "Test"); data = zoho.desk.getRecords(54xxx, "accounts",1,100,q, "deskConnection"); info data ; The account name "Test" exist in zoho desk but I have received the next error message
Zoho ASAP - Help center Incompatible Input; Incomplete Output - ticket 68648537
Good day Ash, Since April 9 2021, the Zoho ASAP is giving us an error for some users (not all users): Incompatible Input; Incomplete Output - We are not able to process your data. Please double-check the data you entered. Plus when the same users add
Zoho is best for maintaining the company tasks!
I run an Ihomedental company and I want to manage tasks of employee. I hear that Zoho is best for managing the tasks. I tried clockify for managing the task, But it's not perfect working according to my company rules. Let me know, if anyone knows about
Allow Light Agents to view the community
Is there a way to enable read only access to the community for Light Agents? i can understand that responding may require a full agent, but why is it blocked from even reading the community?
Introducing Blueprint 2.0
Blueprint is Zoho Desk's advanced process management tool. It helps businesses implement support processes and makes it easier for agents to deliver consistent, timely customer service. It's quick to set up and can be implemented at scale for a variety
Unable to see email for CC'd contact from edit ticket screen
Reproduction steps: A. Open a ticket with someone CC'd on the ticket / email thread. B. Go to "Edit ticket" C. Look at "CC" field. Expected behavior: Some mechanism is available to see what the email address is for the CC'd contact. Ideally you could
Knowledgebase Article Attachments
Hello Is there a maximum attachment size? Or file type restrictions? We are trying to put our Latest Software Installer in the article from ZohoDocs. It says it successfully attaches but nothing shows up. Thank you
Poor use of margin padding in compact view
Why does compact tickets view insist on having 150px of whitespace margin from the borders of the window and the left sidebar? Because of the current behavior it's only possible to see 6 characters of the ticket title when using a window 960px wide.
No Bullet Points in Article editor
When I try to add or edit an article in the Help Centre, there's no option for bullet points. When I click on the button I see the attachment image and the code generated is <ol> <li style="list-style-type: upper-alpha">... </ol> Instead of <ul>
Zoho Desk integration on my App
Here is what we are planning to do 1. Give a UI on the app to create a ticket 2. Show the ticket status on the app 3. Show the comments by the agent on the app 4. Allow customer to respond to the agent comments 5. If ticket is closed, allow customer to
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