Time based phone routing
Hey guys, Is it possible to route calls that come from a Twillio phone number depending on time? At the moment it only gives us the ability to present an out of office message, but we need to support our customers 24/7, even when our office is closed. We have a reception service to answer calls after hours, is there a way to automatically route to this service, based on time or no active agents?
Spacing issue
Dear support team, Kindly refer to attached GIF. The issue occurred during replying ticket to clients. Kindly advice accordingly. Thank you. Best Regards, Tsang
Can't add user to a department
I'm getting an error saying "The number of agents allowed by your license has been exceeded. Please upgrade your subscription and try again" when I try to add a user to a department. This error is being displayed on all of our departments. I can delete a user from a department but can't add them back to the department. We are already on the Enterprise plan.
Workflow or Macro with field updates to Account Name
Looks like when doing field updates with Macros and Workflow, the field Account Name is not available. Is this by design? The reason why I would like to use this is that our email subject starts with a client code, and I would like to setup and workflow to automatically assign an Account Name to the ticket based on the client code in the subject. Any advice on how to accomplish this?
How to remove the Spam filter
Hi, good afternoon, How can I remove Spam Filter of Zoho, sometimes few tickets go there but they aren't spam. Thanks!
Possible Report: Tickets with No Task?
Our tech department is great at making tickets, and great at solving issues....but we fall short of customer expectations because what is driving workflow right now is "What is on fire!?" And so the issues all wait until they are 'on fire' before they get attention, its turned into our queue order. I would LOVE report where IF the stage of the ticket is <xxxxx> (i.e. open, pending...whatever) AND there is no task....show the ticket. There should never be an open/active ticket with no activity.
Limiting customer access
Is there a way to prevent a customer from viewing products and solutions that are not assigned to them? Thanks
Time Tracking / Billable Hours show $USD
When an Agent enters a Time Entry which is marked as billable, the entry is in $USD - how can I switch this to show £GBP? The $USD also shows on the report for billable hours so would also like this to show £GBP Many Thanks Liam
Zoho Desk Domain Mapping
Hi I have tried adding in our own domain via the domain mapping and it seems to have gone through correctly but now i can't access Zoho Desk as the domain isn't recognized. Can you either delete the relationship as i'm certain one of my team has deleted the CNAME entry on our hosted provider.
Can we block support requests from unknown contacts ?
Hey Folks, Am receiving few tickets from unknown contacts (apart from my customers). Looking for a way to block these spam tickets and allow my customers only to create a support ticket. PS: figured out via web looking recommendations while receiving tickets via email. Thanks in advance Avinash :-)
Please integrate Stella Connect with Zoho Desk Happiness Module
PLEASE integrate Stella Connect (http://stellaconnect.io/) with Zoho Desk Happiness module. Leaderboards, suggested gifting, coaching, etc would be VALUABLE for agents. This solution is currently integrated with Desk, ZenDesk and Freshdesk. Thank you!
Emails not updating for Help Centre logins
I've changed an email from an end user in the contacts section eg: oldTest@hotmail.com removed for user TestAccount new email for testAccount is NewTest@hotmail.com TestAccount though can still log into Zoho Help Centre using oldTest@hotmail.com even though this email is no longer associated with them. When I do a search in Zoho desk contacts for oldTest@hotmail.com, it says no contacts exist with this email. testAccount can also not log into Help Centre using newTest@hotmail.com even though this
Is it possible to trigger changes in Zoho CRM from within a DESK ticket?
Could it be possible (via workflow, blueprint, ...) to trigger some things to change or to be created in Zoho CRM?
Custom Views are gone
I had created a bunch of custom views and now they are all magically gone. Only one of the 10+ that I made shows up under "Archived Views" so what the heck happened here. I didn't delete any of my custom views....
Department Creation Error
Hi, We can't create a new department on our account. The basic department name, agent association etc screen is displayed when I press the "New Department" button on the "Departments" screen. I press the "Configure Channels" button after entering the required data in this screen and then the system directly displays an error reporting page labelled as "Sorry for the inconvenience". We did plan to start a new department in Desk for our logistics department but we are stuck because of this problem.
Cancel approval or change approver
Hi, we are working with Zoho Desk tickets approvals. Recently we had a situation with a ticket where one agent was asked for approval. But this agent was wrong and we hadn't be able to change it or cancel the approval. We can find no way to do that. But, is there any way to do it with workflows or any other Zoho Desk feature? We have a workaround using a bluprint transition to get out of the approval state and ask for another approval. But would be better if we can cancel an approval request or reasign
Finding the Occurrence(s) of a Search Term in a Ticket
Hello, I know how to search all of our tickets for a term and get back a list of the tickets containing that term. Next I want to find the term in each of the tickets ion the list I can navigate to each ticket, but usually most of the content is collapsed. How can I find my search term in a ticket that I know contains it? Thanks. -Dan
Template Answers
Hi, our template answers have disappeared unexpectedly. We only have the default template showing when we want to answer a ticket. How could we recover our own templates ? Thank a lot for your help
Any way around the lack of new ticket notification?
Has anyone has found a workaround to address the lack of notifications for a new ticket in the free version? I'm not ready to upgrade yet, but the free version doesn't include automation, which is the only way to get notifications when new tickets come in. This one missing feature makes the free version pretty much useless since I can't be logging in every hour to see if a new support request is waiting for me. I can't imagine anyone else would either. I'm thinking maybe there's another way around
Unable to assign new agents to call routing
I am unable to assign new agents to call routing that I have setup. Agent that I want to add has same permissions as every other agent.
disable SPAM Filter
Hello there, We seem to be having a similar issue related in the following topic https://help.zoho.com/portal/en/community/topic/spam-tickets-29-8-2016 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. We already have a spam filter at our mail server level, could you switched off the spam filter Regards, Das
Bullets under email
Dear Support, Greetings! Referring to the title above, whenever I use the bullets feature under the email. It will automatically change my front style and size. Kindly advice accordingly. Thank you. Best Regards, Tsang.
Dashboard Metrics Don't Match What Is In Ticket List
The overview tab of the reports section list the current number of Open, Overdue and unassigned tickets. However, the number of open tickets reported doesn't match the total count in the "open tickets" list. Also the number of "overdue" tickets listed in the dashboard doesn't match the number of total tickets in the "overdue list". I understand that the dashboard is displaying over a certain historical timeframe, but even filtering the report to just today the metrics still don't match. How is
Creating Help Center sub-categories
Does anyone know how to create sub-categories in the Help Center? In the manual it states - To create a new section, do the following: In the Help Center home page, hover your mouse over a Category <Name> located on the left pane. Click the Gear icon and then click the Plus sign. Provide a name for the new section and click Save. You can click the Pen icon to rename the section if required.However, when I 'hover' over a Category, there is no Gear icon.????
Knowledgebase categories
I'm using Zoho's help center as the example for mine. I'm trying to have about 10 categories like Zoho crm help center on my help center home page, but bc the KB is tied to departments it seems,I can only have 2 since I have only two departments on KB. So what am I missing? How was Zoho able to get User guide, admin guide, etc on their home page, with icons and all.
Reports overview page doesn't reflect the "On Hold" status data into the graphs
We were able to see the change in our "First Response Time" and "Response Time" dashboards after creating a blueprint which includes the newly defined states which are in "On Hold" status. After examining different aspects of the "Reports" section we've found out that the "Overview" page does include some errors with the "On hold" states. The "Current Ticket Stats" bar has the correct amount of per state values but the graph itself and the graph section buttons at the bottom of the graph do not reflect
Feedback widget looks horrible
I just added the feedback widget as a test.... What a horrible looking addon is this. What is wrong with it? This is straight out of the box. I also get error in dev tools of chrome After clicking the link a couple times it does show. But why does this look complete different than the the small chat version, this one has nice coloring and styling. I find that many items in Zoho Desk are not in line with each other. You market Zoho as something where apps are connected with each other. However the
Breadcrumbs are broken and useless
When you work with a single department, the hierarchy is kind weird. Why does is it need to show knowledge base as a link in the breadcrumbs? That makes no sense at all. Anotherpoint is that the breadcrumbs last child is the only one clickable. While normally this one should not be clickable because that is the current page you are one. Every child before the last one is a category or a sub category and should be clickable. See this link, http://www.promotiespullen.com/opmaak-en-bestanden/bestanden/het-opmaken-van-bestanden
Left TOC menu doesnt work properly
I noticed that the left menu can be folded open and close. However when you click on a 2nd level nothing shows in the right panel when it also has a 3 level In the screenshot you "Opmaak & Bestanden" but when i click this while im in the section "Producten & Materialen" Nothing happens. But when i do this the other way around, so im in "Opmaak & Bestanden" but that click "Producten & Material" It does show the other level??? Nothing happens when i click the 2nd level "Opmaak & Bestanden" but when
Zoho Desk : Notification for Self Service Portal Issue
Hi Zoho Support, One of my colleague received an email from our client which the content is blank. May I know what would be the issue for this? Kindly clarify me with what details you need for this image below.
I cant reach my zoho desk portal?
I was editting some articles this morning and all worked fine. Now i suddenly get this page when i view the portal? All was working just fine? Is there a solution for this?
Missing custom color, fonts and editing tools
Im really missing custom color picker (HEX code), adding own web fonts or more choices and other edit tools for the WYSIWYG editor.
Department Category name not updating in Customer Portal
Hello, I have a problem with my Department names in Zoho Support not being translated properly to the Customer Portal. I have one department, for which the Name, Description and Category are all the same. But when I search for this department name under the Solution tab of the Customer Portal, a different name is there. I know this is what's happened because I have a different department, which is working OK - the name in Support and the name in the Portal are the same. Not sure why it's OK for one
Grammarly extensions causes WYSIWYG editor go beserk
I use this Chrome extensions Grammarly which corrects my English typing and helps with it. https://app.grammarly.com Now the WYSIWYG editor goes a bit beserk when this is active. Copy/paste seems to chop all text in parts, Styling text seems horrible but i dont think that is because of this addon. When i turn it off, it still adds different styling randomly. Are there known issues with these kind of extensions?
I wonder why the breadcrumbs and left TOC menu shows links it should not show?
I wonder why the breadcrumbs and left TOC menu shows links it should not show. It makes it look way to complicated. Look at the screenshot and i guess everybody can see this on his own portal. Why does it need to show the knowledge base url in the breadcrumbs menu. This does not make any sense and adds extra lines and difficulties moving around on the website. Also the breadcrumbs dont work, but i already reported this
I cant edit my own article, gives me error a users is editting it, while thats me???
I wanted to work on an article and know i get some warning that a users is editing/drafting this article. But im that user, so how is this possible? See attached screenshot of the warning
Cant change permalink, gives errror already exists
Im trying to solve an issue with a permalink of an article. Somehow i got a date added in the url path. Now i found the option to change the permalink where it shows this date in the url. But when i want to delete it i cant save because it says this permalink already exists. However when i test that link i get an error stating this article cant be found??? This is the url / permalink i need https://support.promotiespullen.com/portal/kb/articles/het-opmaken-van-bestanden This is what i now have but
Why do i see someone elses portal as an error?
We havent yet added an SSL certificate on our webdomain. Put i noticed something weird here. Why do i see aome other portal in this error? portal.bayshoretechsolutions.com They seem to have a Zoho portal as well, but i get the warning about an certificate which has been give by this site??? This doesnt make any sense to me?
Portal not mobilefriendly
Is there any fix for the little fold menu for mobile version of the portal site? When we visite the portal on mobile the little fold button doesnt do anything. There it very hard to navigate the site, this is mainly because the breadcrumbs are broken and dont work properly.
Why dont we see sub-section in the main KB page?
I wonder why we dont see the sub-section in the main KB page? They only show in the left TOC menu, but this menu is broken. Most of the links here dont work, it also show links which i think are to much. In the first image you the TOC on the left with its sub sub-sections, in the other image you see one list of all articles in sub sections. I really mis the sub sub-sections here
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