Auto time tracking when blueprint applied
Hi, it appears that auto time tracking is not possible when a ticket is subject to a blueprint. If one uses the blueprint to transition to the next state and auto time tracking is on (field update), no time is recorded. I want to auto track the time spent on a ticket and sum this up until the ticket is closed. Can someone advise how this could be possible or if enhancements will address this in future? Clinton
Sometimes ticket can't record on Zoho Desk
Hello, When we received questions from our customers by email, questions are recorded as ticket in zoho desk. But sometimes some questions haven't been recorded since the end of March. then when our customers resend email for request, the question was recorded. Why were occurred this situation? Would you please give us some advises for handling this situation? Best Regards, Etsuko Shirotani
Client Replies Not Being Logged In Thread
Hello, When a client responds to to a ticket response, it does not show in the thread, we do get a email notification but the client's response is not shown in the thread. Is there a setting that would need to be changed? Thanks! Dan
Optimize your web form with relevant metrics
Today, business owners recognize the importance of collecting customer feedback to enable better, more meaningful interactions. Web forms are the most common way to gather that feedback. But when you engage in digital conversations, sometimes, you don't see the whole picture and end up missing out on important context. The Form Analytics integration for Zoho Desk gives you the stats and analytics you need to engage your customers better. Powered by Zoho Pagesense, enabling this integration will
Zoho Desk Community Digest - March 2019
Top Product Announcements Collaborate with context, with Zoho Desk for Microsoft Teams. Sync your Products Module for better context All your activities, now under a single tab. Show your community the value of their involvement. Optimize your web form with relevant metrics Ask the Expert Sessions Ask the Experts 1: Setting up departments and multi-branding Ask the Experts 2: Advanced process automation Ask the Experts 3: Reports and Dashboards Ask the Experts 4: Agent Productivity Ask the Experts
Show your community the value of their involvement.
A simple way to engage your user community is to incentivize their participation. Points, levels, badges—though these might not be tangible, they make people feel noticed and appreciated. With Gamescope for Zoho Desk, you can set up these incentives for your user community. POINTS Points are awarded to users for performing actions such as posting a topic, voting, and replying. Each type of point can be enabled or disabled, and the value can be changed. Anyone who has permission to edit the Community
Extract new/updated time entries for a specific timeframe
Is there a way through reporting or through the API to pull all time entries modified or created during a specific date range across all tickets?
Multiple and manual ticket entry on a spreadsheet
We use desk mostly for interactions with our distributors. Sometimes they do tend to not interact with us for each particular helpdesk incident, spare parts requirement etc. They also have their own spare parts stocks and they tend to save up those particular incidents and then order a cumulative stock list of items also including a cumulative service report for each service they've provided. We do analyze the tickets on Zoho Analytics based on each particular helpdesk and spare part communication
How can we include the ticket link in a Cliq message?
When I try to send a message according to this article by typing "/ticket #5322" (The context aware Helpdesk, now in Cliq) then I'm getting a response which says that "only I can see the contents of the posted message". The deskbot is always sending us linkable ticket IDs as seen below. How can we create the same type of linked ticket IDs in a message on Cliq?
Amazon Connect - screen pop not working
Hi there, We've recently started testing Amazon Connect. Screen pop for inbound calls in Zoho CRM was working yesterday, but has now stopped working - why would this be? Confusingly, screen pop for inbound calls still works fine in Zoho Desk! Regards, Glenn
Can Zoho Desk receive and process webhooks with a custom function sent by another system?
I'm trying to figure out how to update the status on Desk Tickets based on a webhook sent by another system. is this possible?
Active timer
When Zoho Desk is being used by multiple people, all working off the same set of Tickets, once someone assigns the call to themselves I would like to see an active clock from the views screen. So we can easily see live how long someone is taking to work on a single ticket. instead of the time entry which only shows when someone is actually viewing the ticket. Perhaps it could be added next to when it says the due date. Makes it easier to track how much time is spent on individual tickets, instead
How to change Zoho Desk primary account holder
I am currently the primary account holder of an Zoho Desk plan. How can I move the ownership to another user?
Technician Accountability
We have several technicians. Some work faster than others. Some tickets take longer than others. We'd like to be able to see technician statistics for management purposes. Having to run yet another of 100 reports is just more work. Your radar app is interesting but even it has issues. This information should be available right in the Zoho desk application. It's great you have 40+ programs but getting quality integrations and features is suffering because there are too many teams working independently
Ask the Experts 5: Online Q&A on Zoho Desk Extensibility
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
SLA with Support Contract Dates
Everywhere in the system when you use a date field, you can TYPE the date using mm/did/yy format or use the drop down calendar to select a date. However, in Zoho desk when you're setting the start/end date of a support contract you are required to use ONLY the calendar. We set our monthly subscription clients to use a date of 12/31/2050 as the support expiration (since there is no way to make it not expire until canceled). Because of this, I have to hit the >> button on the calendar 32 times to get
Default SLA
Every customer has a basic service requirement - the SLA and then over and above that is the support agreement. We have a couple of problems. 1. When a support agreement expires, Zoho Desk deletes the SLA from the client account. 2. Any client account without a manually attached SLA is getting higher priority in the call/ticket queue. We need to be able to assign a default SLA to all clients and it should not be deleted when a support agreement expires. Lastly, Our clients sometimes buy more than
ZIA features in Enterprise Evaluation
How come I do not see the ZIA features inside my portal?
how we can use JWT token to create Oath token without user login
Hi Team, can anyone explain how we can generate jwt token and how we can use in zoho desk ASAP. in asp.net
Ticket Fields Need Default Values
We've created SLA for various products and assigned these SLAs to customer accounts. Yet, still when we add a new support ticket we are prompted for the product name despite Zoho Desk knowing that the customer account has an SLA applied. It should be defaulted to the product assigned to the one and only SLA we are allowed (unless you plan to let us have multiple SLAs) There are also other fields such as "due date" - we are forced to select a due date on each ticket yet this date doesn't matter.
Need to sort the tickets based on customer response and reply
We need to add a view like, ((Number of threads==1)&&(Status is open))||((Customer responded tickets)&&(Status is open)) The intention is to show only the new open tickets(Not responded yet) and customer responded open tickets(customer replied for our response) only. We have created a custom view but it doesn't contain any option field for customer responded tickets. Is there any way to do this? Help us.
Are there any limits on the number of tags you can have in Zoho Desk?
I understand that you can have up to 10 tags per ticket. Are there any overall limitations on the number of tags you can have for Zoho Desk as a whole (like there is for CRM modules)?
Zoho Desk vs Zoho Support?
Quite confused. Now I cannot change the URL: joyent.zohosupport.com
Restrict an end-user (customer) from closing their own ticket
How do we restrict an end-user from closing their own tickets and only allow tickets to be closed by our agents? Thanks.
Problems spam with customer and with my name domain, that occurs again
Hy, I have big problems with customer email that still falls back into spam, can you tell me why it falls back into spam folders when I didn't have this problem before? idem for our domain name it falls back into spam. Best regards Guillaume
auto close
Hi Is there a way to auto close a ticket after x amount of time if no reply? Thanks James
Spam tickets
Two clients are unable to send email to our helpdesk, although they do not get an error message. I've by now found those messages are apparently marked as spam, and I've found there are more tickets listed as spam. Could you please turn of the spam filter for us asap? Thank you, Peter Dekker - PerfectWare
Duplicate output file
As soon as I add: pod 'ZohoAuth' pod 'ZohoDeskUIKit' pod 'ZohoDeskSDK' to my Podfile and build, I get Showing Recent Messages :-1: Multiple commands produce '/Users/bellus3d/Library/Developer/Xcode/DerivedData/B3DFaceScannerPro-eiejnoybuladqphjknwmhstmeucy/Build/Products/Debug-iphoneos/ZohoDeskSDK/ZohoDeskSDK.framework/Info.plist': 1) Target 'ZohoDeskSDK' (project 'Pods') has copy command from '/Users/bellus3d/Google Drive/iPad/iPad App Branches/iPadPro-App-Development-Branch/B3DFaceScannerPro/Dependencies/CocoaPods/Pods/ZohoDeskSDK/native/DeskSDK/DeskSDK/Info.plist'
Email size
I just wonder if there is a possibility of increasing the size of emails we can forward out of Zoho Support. We get emails in with larger sized attachments that we must then forward on to people outside of our Zoho account. We CAN go to the original email, but that seems counter productive when we are trying to use Zoho Support.
Gdrive attachment links are being converted to docx type files
We did try to attach a Gdrive link to one our tickets for the first time. The extension of the file does change to "docx" after the link is accepted and the extension of the downloaded file has to be changed to its original format (mp4 in our case) before using the file. PS : Please move this problem report to the "Zoho Desk" community. I did select "Zoho Desk" when sending it but it did somehow end up in here.
auto adding time
hey everyone is there anyway to auto add time to a ticket? it is too slow for us to have to click into the top menu to add time to a ticket. Is there a way to create a macro where the team can just do something like +10m would equal adding 10 minutes to a ticket? would save us a ton of time
Cannot send reply with the Help Center
Our customers are experiencing issues using the Help Center. Whenever they try to add a ticket or reply, the "Send" button is grayed out. Did someone had this issue before? Unfortunately Zoho internal support could not help us in timely fashion.
SEO: Knowledge base and community referencing in search engines
Hello, We are working on SEO and would like to analyse how well our client portal knowledge base and community forums are referenced by search engines. To start analysing some search engines (for example Yandex) require to confirm the rights for the website. There are the following options to confirm the rights: 1) Insert the code in <head>. <meta name="yandex-verification" content="111222333444" /> 2) Put the following html file with the following content in the root catalog of the website yandex_111222333444.html:
Tip #1: Learn to pick the right channels
Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues.
Do more with live chat, thanks to SalesIQ.
Live chat just got a lot more functional, flexible, and customizable, with our new and improved integration with Zoho SalesIQ. With this integration, your chat channel is now powered by SalesIQ. The integration runs both ways, so users can access chat tickets from the SalesIQ interface as well. Operations that can be performed on SalesIQ can now be performed from the Desk interface too. Here are a few key details of the integration: More functional Real-time chat translation (powered by Google
Access Ticket and Thread information in a custom function to send email
Hello, I have a custom fonction which looks like this : sendmail [ from :zoho.adminuserid to :crmAccountWatchers subject :"[#" + ticketId + "] " + contactName + " from " + accountName + " has submitted a new ticket on 360Eyes Support" message :"Zoho Desk CRM Account Watcher notification A new ticket has been submitted at " + createdTime + ". Department: 360Eyes Support Account: " + accountName + " Contact: " + contactName + " Email: " + email + " Classification: " + classification + " Priority: "
SPAM breaking Workflow
We have two problems related to SPAM and Workflows. I have used a Workflow to prevent New Tickets from being opened by the Email "channel". The workflow sends an Email alert back to the originator with instructions to use our Portal. Since there is no way to prevent the email from opening a ticket, the workflow also closes that ticket. Two other Workflows are triggered by all tickets opened or closed that were originated by any "channel" other than Email to handle normal Open/Close notifications.
Contacts
Anyone have an issue with their contacts list? when a Client sends an email, their email/name is different from the actual email of the client which makes it so confusing as the sender name is different from the actual name of the sender. It seems like its just randomly selecting a contact from our client list. But when you hit on the Reply button, the email seems to be correct tho. Help?
Zoho Desk API: Contact ownerId should be optional?
Hi, according to the Zoho Desk API docs, when I create a Contact, the ownerId field should be optional: https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_CreateContact However, when I create a contact with "ownerId": null, I get the following 422 response: {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":[{"fieldName":"/ownerId","errorType":"invalid"}]}. I think this only started happening today, because I'm fairly sure we have successfully
Adding file while raising ticket.
Is it possible to add image while raising ticket.
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