Request: Be able to pull user data from the Help Center so they can approve tickets
It would be useful to have users in the help center be able to show when selecting an approver as they dont need agent accounts but depending on company role, need to approve user requests in a ticket. This or be able to have a custom dropdown list where you can enter emails and when selected in the ticket it automatically sends an email template to the selected email for approval
On New Form Submission, the Checkbox Field has the Checkbox Below Label Instead of Next to it
Hi Zoho, For new ticket submissions, the "Checkbox" field has the actual checkbox below the label. This is really awkward and not how any modern checkboxes work. Can you please allow the checkbox to be directly left of the label, which is standard for any website. This is what it looks like for users inputting a new ticket:
Block non registred users to open Ticket by E-mail
Hi Team, i would like to block non registred users to open ticket by E-mail. How can I do this action?
Ask the Experts 15: Authentication, Security, and Privacy
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums, wherein a panel of experts will take on questions about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions
App Spotlight: Lateshipment.com for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. Lateshipment.com for Zoho Desk Be proactive in identifying and mitigating the risk of delivery failures and drive efficiency in logistics with actionable information about your packages. Create delivery-related tickets, track parcels, and send delivery updates to customers in real time without leaving Zoho Desk. Get the extension here Business needs As a retailer, you make
Automatically insert text to ticket reply
Is there a way to insert a text at the beginning of each email ? We need to insert a text like "please hit reply all when getting back to us" and to repeat this text over and over in each message to the client, until they understand :) So, is there a way to insert text by default ? Beside the insert signature option, I haven't found anything else. PS: Our company is on a free version now. If you know how to do this for paid version, please advise and we'll consider upgrading. Thank you !
To remove 'agent' login referece
How to remove the reference to 'agent login' in the customer portal?
How to import Resolution in Zoho Desk , Tickets Module
I am trying to import tickets from .CSV file and i am not able to find field Resolution While importing .
Manage TO: field in Zoho Desk custom function (deluge script)
Hello, I need to manage TO: field on my deluge script. I'm using a dozen of incoming mail addresses and I need to know what address the customer writes to (i.e. support@myaccount.zohodesk.eu or payments@myaccount.zohodesk.eu ) Currently I have created 1 rule for each support mail address, but I would use a single custom function / deluge scripts. Could you help me?
App Spotlight: Bybrand for Zoho Desk
App Spotlight brings you hand-picked apps to enhance the power of Zoho. Visit Zoho Marketplace to explore all apps. Bybrand for Zoho Desk Replace boring, old-fashioned email signatures with high-converting modern ones. Standardize email communication and strengthen your brand image through uniform clickable email signatures for all your employees. Get the extension here Business needs Support emails need to be useful for customers searching for information about an issue. Customers need
Can we create a Landing page once user/agent/ceo logged in?
Hello, I need a landing page when the user going to logging. Thanks, Murali
Using the Help Center with an international customer base
We are supporting our products via Zoho Desk to an international audience. To make our customers self reliant we have been writing many articles so they can help themselves in the Help Center. We are running into some trouble offering articles in multiple languages however and I am curious how other organizations have solved this? Requirements: - a customer should be offered an article first in their own language, if not available in their language then in the fallback language (English in our case).
ZOHO BASE DE CONNAISSANCE / KNOWLEDGE BASE
Hello, the link for the knowledge base accessible to our customers no longer works. When we charge a page, there is the following error message: We'll be right back ! Our service is temporarily unavailable. We are currently working to restore it.You can find attached to this ticket a screenshot of the problem. I often have this problem when I look for pages in English, but this is the first time I have this problem with French and English. Thanks for your help, Cheyenne Leclere Emprez
Unable to change custom view columns
I have a custom view set up to be visible to all agents. I am trying to change the columns visible in table view but nothing happens. It is only one particular view that cannot be changed. i have tried several other custom views and they are fine. There are currently only 7 columns visible, and I am trying to add 3 additional columns. After hitting save, nothing happens.
Zoho desk portal
I want to be able to create and invite automatically to zoho desk customer portal a number of customers that meet some criteria. I´ve already done the integration between zoho desk and zoho CRM. Can you help me about this topic?
Pop up
Hi, when I receive a call does the application need to be opened to register it? If so, then it does not happen and what should I do? Thanks
How to retrieve Ticket History?
How can we retrieve the History of a ticket?
Mails sent from Desk to Gsuite reach spam
472/5000 At Merlin Data Quality we use Zoho Desk. When a ticket is generated, an email is sent to our support account from the following account: "sup ... @ asesconsulting.zohosupport.com" It never reaches the inbox since it is marked as SPAM. I was consulting with Gsuite support and they told me that I can add the IPs of their SMTPs so that they are not marked as spam. Can you tell me these IPs? Thank you very much in advance. Regards,
Adding fields - Unable to process your request
Hi, I've been trying to add some values to a field I created some months ago. The field is marked as mandatory and it already has other values set, but when I try to add two new values, I always get the "Unable to process your request" error. The same happens, for example, when trying to set a field to non-mandatory or editing any value on any other field. The weird thing is that it only happens in just one department, and I have another 3 departments with a very similar configuration (similar fields
Tickets Activity
Good Day, May I know if the Zoho Desk has activity/, ogs or actions within the ticket? Thanks.
Setting Up EMail Channel Zoho Desk
Hello, I am currently in the process of setting up Zoho Desk to be our ticketing system. Having followed the instructions here: https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/email/articles/setting-up-your-email-channel#Default_Support_Mailbox I am unable to set up a default e-mail address as the screenshot in the instructions is completely different than the options available to me. Here is a screenshot from the instructions: And here is what I ACTUALLY have:
Video playback issue in KB articles on mobile Safari browsers
We tried to browse and play the embedded videos on different articles with the Safari browser and they are not being played back. On android devices there aren't any video playback issues. We tried this with 2 different iphone devices which have the latest version Safari browser. When you select a video and press on the play button then the video looks like to be starting but immediately stops.
Zoho Desk integration Continues to quit working
Hi, We have had a ticket open for weeks where our integration between Zoho Desk and Zoho Sprints works for a while then stops working. It creates major problems with our development process and the ability for information to be shared with our Implementation team, EDI Team and Account Management team. It just doesn't seem to be support staff who can resolve the issue. We like it when it is working but if we can not get the work done we are going to need to find another product that allow us to
Email notifications stopped working
Hello, Is anyone else having issues with email notifications not working any more. It has been happening for about a week now. When someone responds to a ticket we have it set to notify the agent, but the notifications are no longer going to the agent. The message still shows up in the ticket.
Sub Category Field
How do I format the sub category pick list so that it filters based on the value selected in the category field?
multiple end users to Customer Portal welcome email
3 questions: weve just completed a project and i want to add it to our Help Desk tracking system. the only way to send out a welcome email with the invitation to log in and enter a password to get started with the Customer Portal, is for me to submit a ticket. 1) is this correct? this is the ONLY way to send a credentials email to a customer/account to interact with Zoho and the Customer Portal? most of our accounts have several end users who should ALL have the opportunity to submit a ticket.
Zoho Desk Community Digest - June 2020
New Features of the Month Now Contact account multi-mapping option is available for all themes. Previously, this was option was only available for Elegant theme. Croatian and Slovenian languages have been added for Help Center Marketplace Updates Introducing SugarCRM and 3 other Zoho Desk extensions Other Enhancements In your community, you will now be able to add a "Vote" option for the topics added under "Idea" topic type. This option is available in list view and detailed view as well. In
Reporting "billable" but not yet "invoiced" Tickets from ZohoDesk
How do I make a report of all closed tickets, that are "billable" and not "invoiced" in a given time period? We regularly invoice from ZohoDesk, but only once a ticket is closed. I need to be able to report on tickets that closed (maybe a ticket from last month just closed in this month) and are not invoiced yet. Right now, I can only report on closed tickets that are billable, but that shows "invoiced" and "billable" status.
Prevent Contacts without Account from Syncing to CRM
We’re using the 2-way sync between Desk and CRM. Works perfectly 95% of the time, but occasionally we get new tickets via email that also create a new Contact. The new Contact is not associated to an Account, but still sync to CRM automatically. In our organization, we require an Account. Is there a way to prevent contacts with no Account association from syncing to CRM? Ideally we give the agent the ability to associate the Contact to an Account before it syncs.
SMS Notification on new requests
Hello, Is it possible to configure an SMS alert in the event of a new request being created with a High importance status? It woud be a handy feature as our call volume is not massive but somtimes time critical especially if no one is in the office. Thanks Mark
Use External URL for KB
We have an external knowledge base KB URL that we would like the customers to be able to access. I could not find a way to do that. I'm not a coder - plug and play type. Regardless of my skill set, is there a way to point to an external URL for the KB?
Remote authentication error
Hi, our customers can't login via remote auth anymore. I'm passing the correct timestamp (ts) at GMT+0 in the request, but i'm always recieving an error: {"result":"failure","cause":"E105 - Request Delayed"} This is preventing our users from checking their tickets. Please check the timezone set in your response servers.
Phishing alert message in replied messages
replies from Zoho Support have this warning
Gamification module
We use zoho support extensively, a lot of other support products out there have a gamification module to create a competitive environment amongst the support staff. We would love to see a feature like this added in the near future.
Installing Cliq integration with Zoho Desk
When installing the Cliq integration with Zoho desk, this warning comes up. What does it actually mean? How do I know if my users will lose access to Desk? This message isn't clear enough and I cannot risk my users losing access just because I integrated it with chat. Your Zoho Desk account will be converted (if not already) into an Org account, to install Zoho Cliq. Once converted only Org admins can perform user-related operations in Zoho Desk.
Community Restrictions
Is there a way to limit who can post to a community forum? We want to create one called Announcements and only allow agents and moderators to post announcements. I can lock it, but that does not allow anyone to post to it. Thanks Gerald
Ability to restrict users from posting in forums
Hi Desk Team, As of now I have checked on my account with Desk and I see that I can moderate a user or block them. I'd like to be able to restrict a user from posting for a certain amount of time (hours or days) which would be lifted by the system automatically like an automation. This would come in handy for users that post topics that are not welcome or posting lots of spam or abusive users. I have checked into other platforms and some of them have this feature. I'd like to see it in Desk in
Missing Fields in the "Advanced Ticket Filters for Zoho Desk" extension
The description of the extension reads as "The Advanced Ticket Filters extension allows you to choose from a variety of filters, including custom fields". It seems like that only custom picklist type fields which are located in the default sections are being presented to us. Picklist type fields which are placed in custom sections in the ticket layout are not being displayed as filters. Please change this behaviour to include all of the custom picklist type fields as filters.
Zoho Support: Wordpress Web to Ticket Form
Hi, I can how to create a web form using the Zoho Support web to ticket form builder, but how can I integrate it with Wordpress? We currently use Contact 7 to build our Wordpress contact form, but it only seems to support emailing the contact data to create a support ticket. Having a proper web to ticket form would allow for better tickets to be generated. Is there a Zoho Support wordpress form plugin? What would you recommend? Would the Zoho CRM wordpress plugins work?
Zoho Desk Functionality Questions...
Hello, before my business invests in Zoho Desk, I have a list of a few features that I'm hoping Zoho Desk can achieve. If anyone has experience with the following features and can let me know if they can be done, I would really appreciate it! Thanks in advance! 1. If a ticket is left open for more than 24-48 hrs: Can Zoho automatically send an email, saying the ticket will close at XXXX time? If the ticket is still open after XXXX time, can Zoho automatically close the ticket and send an email alerting
Next Page