What means "Module" in the Desk comparison table?
We are going to expand the use of departments and blueprints on our Desk subscription. I was looking at the limitations for these points to be sure if we were going to fit into them. When I look at the feature comparison list, I can see that we are allowed to create "20 Blueprints per Module". I can't find the definition of a "module". What does it exactly mean? Is a "module" the same thing as a "department"? There are some limits which use the "department/module" definition which makes it look like
Notifications not working as expected
Hi, currently we have the following scenario with the following issue: customer creates ticket -> direct assignment rule is triggered to assign the ticket to team A (always) workflow rule with ticket notification on ticket "create" is triggered to notify all team A members one support member from team A assigns the new ticket to him (as team assigned ticket) and works on the ticket support member changes ticket status -> workflow rule is triggered to notify all team A members on ticket "edit" support
Organisation ID -> unauthorized error
I'm trying to get organization id, but I'm getting an error. {"errorCode":"UNAUTHORIZED","message":"You are not authenticated to perfom this operation."} I have checked my authtokens, they are same. But the problem persists. Please reply as soon as possible.
Domain Mapping/Forwarding
Hello, my first time using the forum, but I have been trying to map my custom domain now for 5 months, 3 different companies I have set up for clients and we have never had any luck. I have sent in support tickets, emailed reps who I had in my contacts and still, I never had any luck, or made any progress. I have even attempted to forward the sub-domain from Godaddy creating the A record to create the sub and then following the directions for the record for mapping the custom domain in Desk. First,
Embed help centre - multiple departments
Hello, I was wondering if someone could help me with this one. we use Zoho Desk to manage support for various businesses, each of which is set up as its own department. i would like to embed the help centre on to a web site so that customers for one of the businesses can log in to track their support requests. i can see how to do this but what I can’t seem to do is ensure that only the chosen business / department is displayed. For example, the portal allows users to submit a support request but
Deprecating Support for Fiscal Reports
During one of our routine analysis exercises, we noticed that there was very little demand for Fiscal Year date ranges (Previous FY, Current FY, Next FY, and Current and Next FY) in Zoho Support's reports functionality. Maintaining the ability to choose these date ranges with little real usage proved to be a burden on overall performance and scalability. After weighing the merits and demerits, we have decided to remove the ability to choose a Fiscal Year as a date range in reports. While we understand
Integration ASAP Web Add-On with ReactJS
Is any one can share me how to integrate ASAP Web Add-On with ReactJS?
Zoho desk Ticket creation
I need to open a pop up at agent desk when a ticket is created on zoho desk and alloted to that agent
How can I locate the list of common fetch commands
Hi, Ive been trying to look through the KB and community, but cannot seem to locate the name of fetching functions like this one: ${Cases.Request Id} What is the recipe and how can I get my hands on a list to optimize our system? Thank you! Kind regards, Casper
Snippets vs KB
I'm trying to determine whether I should utilize snippets or the KB for canned email responses. Snippets seem like the feature that should be used; however, I can't find anyway to make snippets global across a department. Is it Zoho's intention to have snippets be only for individuals and have folks utilize the KB for global canned responses or am I missing how to make snippets global?
Bybrand now integrates with Zoho Desk
Hi, Today we have taken an important step in the evolution of Bybrand. We launched Bybrand integration with Zoho Desk, and soon we will have with Zoho Mail. One of the many challenges for support teams is standardizing email communications. The integration
Placeholders in Solution Articles
Would it be possible to use custom placeholders in Solutions?
Paste picture in Description or Replay
It would be nice to have possibility paste image from clipboard into description of ticket or into body of replay. Current way inserting pictures via button too complex (to long) 1. take screenshot (with some third part software) 2. Past to some editor (paint, snagit, etc..) 3. Saves as in some location 4. insert into ticket
Customer Comments : how to prevent that ?
Currently on the helpdesk portail the customer can 'comment' instead of reply. The issue is that action is not interacting well with ticket status : as it is not a reply it will not switch back the ticket to 'Open'. How do you manage that ? Do you know if there is a way to prevent this 'comment' function on customer side ? THANKS !
Need to Highlight Tickets coming into the inbox
Is there a possible way to highlight tickets that are coming into ZOHO that contain certain phases or wording?
Forums Signatures
Hi Desk Team, It would very convenient if I as an agent can add a signature to when I reply to a post on the forums on my portal. I would also like my end users to be able to do this as well. Sort of frustrating that I have type the signature I want every time
Zoho Desk now lets you hit pause.
If there's one ticket property that takes precedence over the rest, it's ticket status. Everything your team does rides on whether a ticket is open or closed. A lot goes on when a ticket is open. Maybe you've passed it on to engineering and the turnaround will take a while. Or you haven't heard back from the customer in time. But there's no way to stop the clock from ticking and the ticket from going overdue while you wait. Well, now there is. Say hello to Zoho Desk's On Hold status, your new pause
Ask the Experts 2: A 5 hour online Q&A on advanced process automation
Welcome to Ask the expert 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.
Issue: Responses sent multiple times from Zoho Desk
Hi All Im afraid we are facing an issue with Desk where responses from Desk are being sent out multiple times. We have all hands on board and we are working on fixing this. I will be posting a follow up shortly as soon as this is fixed with the RCA. Appreciate your patience in the meantime. Regards Aarty
Duplicated tabs
Is anyone else seeing this issue today? All our tabs in the customer facing portal have been duplicated. I've put in a ticket but not getting a response yet.
Deny answering a ticket without mandatory fields filled
A lot of times agents forget to fill mandatory fields because it is possible to reply without filling them, making it mandatory to fill before being able to reply the ticket would solve it (And IMO it should work like that since the beginning).
How do I stop views from defaulting to last 30 days?
I'll set the view open tickets (as well as others) to show more than the last 30 days as well as more than 20 tickets and it will work for a while but then again and again defaults back to 30 days. We don't only use tickets for service issues that get resolved quickly and it can cause errors if employees don't see tickets. Besides, if a ticket is still open, why would you ever want to automatically filter them out of view just because they are older than a certain date? Lastly, if I create custom
How to import products from zoho CRM to Zoho support?
Kindly advise us for above requirement... Is it possible?
Shout Out To AWESOME Support Agent
Hi, I wanted to reach out and provide some feedback in regards to Venkat from Zoho Desk Team. Venkat is caring about his customers whom he interacts with. Venkat is always willing to help regardless of the situation. If he does not have a solution, He assures you that he will check into it and he definitely updates you within a reasonable time frame. I've expressed my feedback to the Desk Team Manager and also the Global Support Manager. I really wanted to post here so you all can hear the
Disallow agents to set themselves to offline
Hello, we are currently using Microsoft Dynamics CRM. We don't currently have an account set up with Zoho, but are leaning heavily towards purchasing Zoho Desk as a replacement to Dynamics. The main reason we are moving away from Dynamics is their constant updates keeps breaking our workflows. We plan to have 2 departments with 20-22 users total. We plan to use 2 emails addresses, forwarded to email aliases in Zoho and use workflow and round robin ticket assignment to assign tickets to agents. In
New Zoho Desk implementation here.
I'm looking over the guides and I can't seem to find what i'm looking for. We are school who is wanting to replace our old IT Ticket software. We demoed Zoho desk and it looked like what we wanted. But i'm struggling on how to add our teachers. The whole concept of customer/contacts seems odd. We use Active Directory and GSuite. I'm saw something about inviting the users but then it made us create another password. And there doesn't seem to be any control over the users. They seem to be treated like
Bad SSL Cert?
Customers trying to access our support site support.packetviper.com are getting a bad cert message. If they try to proceed they get a blank page.
page intouvable
Bonjour Quand je reçois par mail la notification comme quoi une requête m'est attribuée et quand je clique sue le lien j'arrive à une page d'erreur "page introuvable" Je pensais que celà venait de mon ordinateur et peut-être de mon webmail mais cela arrive à d'autres personnes : ci-joint 2 capture d'écran Merci et bonne année 2019
Desk: Custom Fields in E-Mail Templates
Hi, we have a Custom Field called "Anrede" (pick List for different salutations). how can i add this field as a placeholder in my E-Mail Templates or Snippet? I cannot find a way to find out the Name of this custom field e.g. ${Cases.Anrede} Thx Marc
Profile Picture Resizing
The platform (Mail, Desk) distorts the user profile's picture, and that picture is the one sent to customer using Zoho Desk, for example. Please make it respect proportions of the picture sent.
Journal Log
Bonjour Y a-t-il la possibilité d'avoir un journal des connexions à zoho : un fichier log en quelque sorte pour voir l'activité dans zoho pour notre structure ?? Cordialement Jacky
Customize Help Center
Hi guys, we would like to customize our Help Center with company branding. Therefore our UI/UX guys would like to change/add CSS files, but it seems not to work. How can we connect to: https://accounts.zoho.eu/accounts/signin?_sh=false&portal=30000740664&client_portal=true&servicename=ZohoSupport&serviceurl=https%3A%2F%2Fdesk.zoho.eu%2Fportal%2Frunmyprocess&service_language=en (non of our Zoho accounts work) We would like to edit the CSS on this page, but it's not working: https://css.zohostatic.eu/iam/m4007.38/accounts/css/signin.min.css
Zoho Desk Down?
Hello We're unable to work, getting error when trying to log into zoho desk Sorry, the page you have requested was not found Please check the URL for proper spelling and capitalization. If you're having trouble locating a destination on Zoho Desk, try visiting the Zoho Desk home page. ← Go to Home Page Please advise Any ETA on a fix?
Report is empty when attempting to print it
Hello! Recently bought a license and we're trying to print a weekly report of the "Overview" pane. The Overview pane itself shows fine, can see all the numbers and pretty graphs, but when I press print it opens a blank window like the attached picture. Tested this from multiple browsers/computers/agents. What could be the reason?
Close ticket for inactivity
Hello, I'd love to create a macro to close tickets if they are inactive for more 3 days, sending notify to customer and to operator. But I can't understand in which way I can set up a step for "inactivity"! Some suggest? Rino
Edit fields in ticket info & two signatures (2 questions)
Hi forum, I have two questions. 1. I would like to have to ability to change the 'channel' field while using ticket-peek, how can I determine which fields appear there? I was able to add a new field, but I'm unable to see a way to add channel. We need this, for example, for when a customer sends us an email and we need to convert it into a phone call and call the customer. Attached is a picture showing what I'm talking about 2. Can I have two different signatures and then switch between them while
Enable SAML-based authentication
I Want to enable SAML based authentication for view ticket in mobile app .
Status For Customer Profiles
Hello, As a Zoho Desk user, Some of my customers have requested to have their profiles closed or deactivated. Even tho deactivating a user profile is possible, within my company I do not delete user profiles because of ticket logging and also for tracking purposes later on. You can manually add a field so your agents on the team know that the users profile is "closed". Just go to Settings > Fields & Layouts > Select the department in question > Add a custom field & name is "Profile Status"
Zoho Desk Community Digest - December 2018
Top Product Announcements Introducing the onholdTime Parameter to Support the New On Hold Status. Zoho Desk now lets you hit pause. With Zoho Desk, now take the solution to your customers. Ask the Expert Session Ask the Experts 2: Advanced process automation Here's wishing you a successful year ahead!
Implement keywords lookup from API
Hello We used API to implement search engines on KBs that we made in zoho. Is there any way to implement the 'failed keywords' section of the KB so we can see which failed keywords we have by the API search? I'm talking about the attached image. Thanks!
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