Placeholder for average response time
Hello forum, We use API to let customers create tickets from our website. Is there any way to show the average response time using the API or as a placeholder in the automated notify email that is sent?
Zoho Project and Zoho Desk Issue
Hi Zoho Support, Currently my colleague access is having an issue. she standardize the account access with the same email for Zoho Project and Zoho Desk. However, she could not access the Zoho Desk anymore. The moment she logs in to the Zoho Desk. She receive "Unauthorized login to tihs portal". She tried to reset her password but receive the "No account present with mentioned email address" notification. What would be the reason the issue occured?
Issue with Emails not forwarding into tickets
We have a major issue which started occurring on Friday evening where emails are not forwarding into tickets. I submitted a Zoho Desk Support ticket over the weekend but have yet to hear a reply. Can someone at Zoho please contact me back.
Customer ID
Hi, I would like to have unique customer ID to use as referral code in zoho desk, is it possible to has it ?? Thanks Louay
Default values don't get pre-populated when receiving emails but is pre-populated when creating them manually
We did create some new required fields on one our layouts which all have default values. These default values don't get pre-populated on new tickets when we receive new emails but are pre-populated when we create new tickets manually. We have over 10 of these fields on this particular layout so it gets very tiresome for our agents to select the default values on them to be able to modify anything on the ticket. All of these fields have the same 2 values where one them is the default but the new ticket
Trying to customize the Chat float button
Trying to customize the chat float button so when no one is online it doesn't say: "Leave a message" "Leave us a message" as it currently does. But when I go to change the button appearance and change the First line text to something else, when I save it I get: Error occurred while processing your request. Please try again later! Well, it's later and this doesn't seem to be magically fixed.
Blueprints can't be saved since yesterday
We did encounter a problem which involved saving the modifications on blueprints. We were working on 2 different blueprints and after a while we started having a problem to save our modifications. The problem did sort out on one of the the blueprints later on but the blueprint for our "Parts" department still can't be saved. Please solve this problem asap because we are planning to start to use them starting Monday.
How Can an End-User Check the Status of a Ticket?
On our public portal, an end-user can submit a ticket and see the ticket ID number. My question is two-fold: How do we add users to the public portal? I can add agents to the Desk, but that doesn't allow logins to the public portal. How can end-users check the status of tickets? Is there a way for non-agents to look up a ticket number and see a ticket status?
Zoho Desk Provider for PHP OAuth 2.0 Client
I'm developing an integration with the Zoho Desk, for Bybrand. And I created an OAuth2 provider for PHP (with the PHP League's OAuth 2.0 Client.) See more details: https://packagist.org/packages/bybrand/oauth2-zohodesk I hope it will be useful to the community. Soon we will release the integration with Bybrand, we are very happy with the rich API of the Zoho Desk. Thanks for all.
is there a view where I can see "My Team's" tasks
Thanks!
Department Signatures - Only Working For One Department
Hello everyone, We've just been finalising adding signatures to each of our departments - thank you Zoho, a great feature! One thing that we have noticed is that the e-mail signature is added to replies to tickets but only for the first department that we tried it on. It's not adding the relevant signature to tickets in other departments. I have set up the signature for department1, department 2 etc. and they have been saved so not sure what I have done wrong? Would somebody be able to help me please?
Remote authentication next steps?
I've got domain mapping done and applied according to Domain Mapping area. However, when going to setup remote auth, seeing a message to complete Domain Mapping. Confused..is it not already setup when domain mapping shows all good?
New 'Recent' feature in Community needs the forum name adding
Hi, I didn't know where else to post this really but guessing it's a Desk feature generally -- personally I don't use the Community channel in my own Desk setup. The new 'Recent' listing is fantastic for keeping on top of new posts but it's confusing as you don't know which topic is from which forum! The Recent listing therefore needs the name of the forum including in my opinion. Mark
customer viewed ticket?
How can I see if the customer has viewed the ticket/email. (I am moving from HelpScout and they had this functionality.)
Email department dont get any emails
Hi I have added several departments and several emails. But the only email that work is the email that is standard (support@....) and not they I have made. How to fix this?
No Auto Assign for CSV Tickets
Hi, So we have been using Zoho Desk for a while now and most of our tickets we either get via Email or via a CSV dump. We want to auto assign these tickets to our agents based on certain criteria however, the system only allows for Email tickets to be assigned via Round Robin. CSV tickets have to be assigned manually. This is definitely an issue. The Round Robin should apply irrespective, of the channel of the ticket. Regards.
TextNow Integration
Would love to see Zoho have an integration with TextNow to place calls and texts to customers within Desk. Right now I am having to use an external desktop application and It would be nice to stay within the Desk platform. TextNow offers great pricing and I feel other Zoho users plus myself would benefit from this
Chat shows "Leave a Message" in portal even if our agents are online
When our agents log in it usually takes a while for the system to accept that they are online. We click the user photo, click on the chat status, select online and then often wait several minutes. In any case, once the agents chat-status changes to "online" we would expect the visitors to our help center/portal to see a chat option. However all they see is "Leave a Message" at the bottom right of the screen. Do we have to do something else to enable chat for our portal? Many thanks in advance
A few problems in Books integration with Desk
1. If I change the item name on the invoice, it no longer associates the invoice with the ticket. 2. If I change the item name to an existing item, it does NOT honor the price list. 3. I feel that time should be billed in quantity, not in dollar amount. For example, if it is 15 minutes at $100/hr in the ticket, it should show a quantity of 0.25 at a price of 100.00.
Missing Attachments in ZohoDesk
Yesterday we received an email with 10 attachments (5 pdf and 5 eml), but when we looked at it in ZohoDesk, we only see 5 attachments (only the 5 eml). Note: Our tickets in ZohoDesk are from our Gmail box. We checked in Gmail and it showed us all the 10 attachments. A support ticket was sent yesterday and still awaiting response. This is a critical issue for us. Please assist asap.
Custom Acknowledgement Email
Hi, I want to create a custom email templates when a user creates a ticket and on a closure of tickets, Customer should be notifies or acknowledged. Can you please explain it to me I am using enterprise version of zoho helpdesk. Thanks
how can we configure which fields show in "case view"
Hi, When I've opened a ticket I want to be able to see all the critical fields in the "Ticket Properties" area (see attached). How do I configure which fields show in this view? Thanks
changing ticket template
Hi, When we have tickets coming in via email we haven't categorized them yet so we want to be able to set the ticket template AFTER it's been created (and assigned to an agent). How do I achieve this? Thanks
is there a way to see all "draft conversations" across all tickets you have access to?
Hi, I would like to have a view where I can see a list of all "drafts" that I haven't sent for tickets?
disallow contact add - must be done via Zoho CRM
Hi, We would like to only allow contacts to be chosen that exist in Zoho CRM (we have Desk hooked up to Zoho CRM). How do we do that? We find agents still add contacts by mistake and it creates a master data nightmare. Thanks
how do I sort the list of tickets?
Hi, If you see in the attached compact view - I would like to sort the tickets based on criteria. How can I do that? Thanks
default department selection
Hi, How do we make the default department selected on the top right of Zoho Desk always default to "All Departments"? We have lots of members who belong to different departments and for some reason Zoho desk reverts back to one of the departments and then agents miss lots of tickets. Thanks
Can´t visualize the column of time spent in Zoho Desk Reports
Before the modifications in zoho desk, I could visualize the column of time spent in the area of the reports. Now I can't generate a new report that shows the total time spent on each ticket. I attach one of my reports
Get an api token without expiration date
Hi Zoho Support, Is that possible to get a API token without expiration date? Regards, JCN
Is it possible to reply ticket via email on same ticket id not create new ticket id?
I try to create ticket submit on my web site by zoho desk "Advanced Web Form". When customer submit ticket (e.g. Ticket id #001), I login to zoho desk and move ticket to department (e.g. move ticket to hardware department). When sfatt from hardware department reply ticket from zoho desk system it send email reply to customer. When customer reply ticket (id #001) via email it alway create new ticket id #102 if customer reply via email again it alway create new ticket id #103. Is it possible to reply
Help me please! urgent
I have an end user that he cannot access because he gets a message that the user doesn't exist, however i have already added. Could you help me?
Refreshing Dashboards
We want to add a Large TV/Monitor to our support room that has a Dashboard with ticket data, analysis, etc. We want this to refresh so that the data is current. Has anyone successfully implemented this style of Dashboard using Zoho or with another 3rd Party Dashboard app that integrated with Desk? Any help or suggentions would be greatly aprreciated.
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
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