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 independentlyAsk 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. In this month's Ask the Experts, we would cover all the questions related to Zoho Desk's integrations with Zoho products and other third-party services. Zoho Desk offers direct integration with the following Zoho products: CRM Vault BugTracker AnalyticsSLA 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 getDefault 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 thanTicket 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.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.Relate Customer to department
I need to specify for customers registered which departments he can viewAsk the Experts 4: A 5 hour online Q&A on agent productivity
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. In this month's Ask the Experts, we would cover all the topics related to Agent Productivity. You can post questions related to: Work modes Team Feeds Reply Editor Comments Snippets Keyboard Shortcuts Table View Agent Dashboard Agent Collision TemplatesZoho Desk Community Digest - January 2019
Top Product Announcements Do more with live chat, thanks to SalesIQ. Let your apps converse with each other, seamlessly. The new and improved Reply Editor, tailored to your requirements. Customizable Table View for Tickets SLA Metrics Dashboard Setting up Zoho Desk for Office 365 Integration Other Product Enhancements Round robin assignment for offline agents As an update to our recent Slack Integration, you can now : Send messages to private channels Deliver automated notifications via directWelcome to Zoho Desk Community - Say hello here!
Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined hereAsk the Experts 3: A 5 hour online Q&A on reports and dashboards
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. In this month's Ask the Experts, we would cover Reports and Dashboards in Zoho Desk. Zoho Desk comes with built-in dashboards that give you the bigger picture on a single screen. With highly flexible and customizable reporting, you can drill downJoin us in Mumbai for our first Zoho Desk Community Meetup!
Hi everyone, We're hosting our first ever community meetup in Mumbai and we'd love for you to be part of it! Whether you're a long-time customer looking to sharpen your skills, or a new customer looking to learn more about Zoho Desk, this meetup is the place to be. We will have an overview session for beginners followed by a walk-through of some of Zoho Desk's most important features. There will be plenty of time for questions and conversation at the end of the session. Join us for an engaging sessionAsk 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. In this month's Ask the Experts, we would cover the following areas of Automation in Zoho Desk: SLA Workflows Supervise Rules Macro Custom Functions Blueprint Post your questions/ doubts/ suggestions on the topic and our experts will answer yourZoho 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!Webinar 1: Blueprint for Customer Service
With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeingZoho Desk Community Digest - November 2018
We had a big release earlier this month as a part of the Zoho CRM Plus Unified Customer Experience Platform! This unified platform is designed to connect your sales, marketing, sales, and customer support operations, more deeply, and allow information to flow from one operation to another across the entire customer lifecycle. Here's a sneak-peek to the latest addition to Zoho Desk as a part of this release: Artificial Intelligence – Zia Service Process Automation – Blueprint Mobile Apps For SupervisorsSpotlight 1: How can Blueprint help you manage your service processes?
When your software doesn't accurately capture a process that your business follows offline, the flow of your work can become inconsistent. Blueprint in Zoho Desk helps you solve that. It allows users to create a flow based on pre-defined processes or even customize processes based on individual needs. Blueprint help you streamline service teams' approach and minimize the risk of bottlenecks. Everything follows your requirements, and scaling a process between teams is just a click away. Let's takeWebinars: A round-up of Zoho Desk's new features
Last week, we introduced a bunch of new features in Zoho Desk. As a follow-up to the launch, here are a few recorded webinars that will give you an overview of these features. Webinar 1: Layouts and Blueprint Webinar 2: ASAP, Zia, Ticket Sharing, Teams, On Hold Status, Time Tracking, Radar If you have any questions, feel free to post them here or you can write to us at support@zohodesk.com P.S. Private beta access to Zia is available only for customers on the Enterprise edition. To request forZoho Desk Community Digest - October 2018
Top Product Announcements TLS v1.2 Upgrade for Zoho Desk Zoho Desk integration with Zoho SalesIQ Option to set a default home page Ability to turn off the Private Thread handling in Configuration Other Useful Discussions Zoho Desk Provider for PHP OAuth 2.0 ClientDepartments
We use Zoho desk with 14 departments, some have child departments. Customers can send tickets via email, or by form specific to department (different fields). Currently agents are assigned to a department + team on their role. We'd like agents to have access across all departments if they are in the mail header fields or have a lookup (via search) for department. But if they are not members of department they are blocked. We've tested assigning an agent to all departments, and members to teams theyAsk the Experts 1: A 5 hour online Q&A on setting up departments and multi-branding
Welcome to Zoho Desk's first 'Ask the Expert' session. It will be a monthly discussion in our forums that focus on issues that frequent the support desk and hence demand expert advice. The topic for discussion will be posted a few days ahead of the live session and you can start posting your questions right away. Our panel experts will be available to answer your questions on the scheduled date and time for each session. For this session, we will be discussing how to set up departments and multi-brandingMultiple actions toolbar (Merge, Close, delete etc) disappears as you scroll in Google Chrome sometimes
Scenario 1) If you are trying to merge 2 tickets and tick one and then scroll down the toolbar disappears sometimes in Chrome as demonstrated in the above chat session. I have attached a screenshot to explain. Scenario 2) You are trying to merge 2 tickets where the second ticket falls on another page (>50 tickets) you cannot merge across pages. I know you can do an advanced search, but that is really clunky and time consuming and defeats the object.Add a keyboard shortcut to exit peek mode (Escape key ?)
I use peek to quickly look at tickets in the list view - it would speed things up if you could just hit a key like the escape key to close peek mode instead of having to move the mouse over to the X to close it and then move the mouse back over to click on the peek button for the next ticket etc.....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?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. ThanksPossible 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.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?Zoho Desk Community Digest - Q3 2018
Top 10 Product Announcements: Zoho Desk now integrates with Zoho Books/Zoho Invoice Power your Self-Service with Google Analytics Changes to your Setup page within Zoho Desk Keep track of time and payments, now from within Zoho Desk Collaborate without compromise, with Ticket Sharing Zoho Desk now integrates with Slack A whole new facet of Search One more step towards better data protection Knowledge Base enhancements that let you rest assured Zoho Desk Software Development Kit (SDK) for Android
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Automation #7 - Auto-update Email Content to a Ticket
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceFeaturecast Story 12 - Auto response
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 12 - Auto response Provide prompt, clear communication Auto response ensures that users receive an immediate confirmation of their message, setting a positive tone for their interactionsAutomation#22 Track Ticket Duration at Specific Status
Hello Everyone! Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk. Zylker Techfix customized Zoho Desk’sAutomation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
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Automation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved between
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Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichRegister for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our featuresAsk the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
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 specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow isShare your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
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. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting
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