Custom View for Closed Tickets that were Last Replied by Customer
We are trying to create a simple view that identifies all closed tickets where the last response on the ticket (email reply or public comment) is by the customer. I can't find a Filter Criteria that tracks if customer was last to reply to a ticket (as
Can I make just a Sub Category in the Knowledgebase available to a given group?
Hi All, I have a KB set up, one of the main sections has lots of sections for each of our products. We want all of these sections to be available to our partners that log in. Anyone that is a customer of a given product we want to be able to add them
Attachments Not Available While Replying
A very common use case for our support is to get pictures from a customer detailing their issue. They send these pictures to us as attachments in their email. When we go to reply, we often need to reference back to those images. Unfortunately, in the
"Ticket Insights" extension started to require an authorization since the last update but the authorization window is not being created
The "Authorization Pending" message is also peculiar. It's saying "Authorize your account for {0} service to activate this extension.". There is definitely something wrong with the latest update of this extension.
Set Value to Hidden Field In Ticket Template in Help Center?
Hello! I want to track whether or not a ticket template was used in the creation of a ticket via the Help Center. I added a Checkbox field called "Template Used" to my ticket layout and set the visibility to "Hide from Help Center". In my ticket template,
Mimicking the built in email template design/layout
Hello, I am creating new email templates, but I would like to mimic the look of the built in ones that use a gray background and then a white inner box that the text is on (screenshot below). It looks like it is using two tables, one inside another, but
Zoho Desk Portal - Hide Tickets
Hi, In the process of setting up and the planned commissioning of the customer portal, we are faced with the following problems and challenges. How can a ticket be protected from access by the customer via the portal? In general, the client should see
Copying one field to another?
Hey all, I'm just on a trial with Zoho Desk and want to copy the data from a custom field I created called "Scheduled Date" into a standard Zoho field called 'Due Date'. Does anybody know if this is possible?
Direct Assignment Rules not assigning correctly to designated persons
I have set up direct assignment rules for account name, written exactly as per the CRM data. But tickets are not assigned, newly incoming tickets from registered accounts remain "Un-Assigned".
Consideration of the OnHold-Time for the calculation of the Average Resolution Time?
Hello all, under Contacts I have the option to view the "Average Resolution Time" of Contacts and Accounts. I would like to know if the hold time is taken into account? Example process: - Ticket A is created 08:00 AM - Ticket A receives status of type
I want to automatically link tickets sent by deluge's sendmail function to customers registered in Desk.
Hello! I am trying to send an email using deluge's sendmail function. I want to automatically link a customer registered in Desk with a ticket sent using the sendmail function. I'm struggling because it seems to be difficult to use the customer's address
Change "reply to" email address
I'm trying to find a way to change my "reply to" email address. By reply to, I mean, after a user submits a ticket i'd like my replies to come from a particular email address. Could someone point me in the right direction to se this up?
Introducing My Area Ticket Filters in Help Center
Hello all, With our constant efforts we are enhancing our help center feature in a timely manner for a better customer experience. We are excited to announce that the option to filter tickets in the My Area section of the help center is officially up
Change creator of a Department
Hi, we are facing an issue, that our nearly finished configured department was created by a user, which does not exist anymore. Therefore we want to change the creator of the Department. The problem is, that if a notification is sent from this department,
Send an email to our internal support email address anytime a ticket is created
I'm sure this is simple and I am just missing it in the KB, but We want to set it so anytime a ticket is created it sends an email to our own support email address as a notification. I can't seem to find the setting that will allow this.
Creating a report to group tickets by days open
Hi there, I'm wondering if there is a way to create a report to show tickets open by a certain amount of days i.e having visibility of tickets open for 20 days, 25 days, 30 days etc. I know you can add ticket age to the report but it displays in hours
Automation / Supervise / Time-based Rule - not sending?
My time-based rule is not sending emails as designed, please advise on what I have missed: Name: 36hr reminder Business hours: Calendar Criteria: Status / is / Awaiting Customer Hours since agent responded / is Greater Than / 36 Actions:
How to automatically approve community posts?
When a user makes a post in the community the system always asks for an approval from us first. Is it possible to disable this setting and let any registered user post freely? I can't find this option in the settings.
Is there any way to make the ticket or task sidebar wider?
Is there any way to make the ticket or task sidebar wider? with the new UI, it seems that Zoho Desk has introduced Full Width/Adaptive/Focused Layout but none of these make the sidebar any wider. This is a problem for us. We have so much white space in
Auto close missed phone calls outside of telephone service hours
Hey there, we only have 3 hours of telephone service on 4 days a week. I try to create a workflow or rule which auto closes tickets from calls which where outside of telephone service hours. For example i would like to auto close missed phone call tickets
Read receipts via zoho desk
Is there an easy way to set up or enable open receipts tracking for emails sent via zoho desk? We would like to be able to determine if a customer has opened the email we sent via zoho desk.
SLA Activation problem
Can you help us in our problem? We currently have 2 SLAs. 1. New to In-progress 2. In-progress to Closed were currently having problems with in-progress to closed. We chose Status field update on "When do you want to execute the SLA". but every time status
Agents module gets a new-look and multiple options to customize the layout and fields
Hello everyone, The Agents module in Desk is made more functional and user-friendly with our recent set of updates. We are now providing: More intuitive and engaging user interface Facility to customize the module by adding custom fields. Ability to validate
Unable to see emails from Gmail to Zoho
Hi! We have Support Email Address and From Address set up already but the emails are not linked or being forwarded to Zoho. What to do to have this fix?
Can status name be shared between departments?
We have 5 departments (each for a seperate brand) We notice we can only have the default status of Open/On hold etc... in one of the brands. Other brands we have to name them something like brand A open, brand B open etc... Is there way we are missing
553 Relaying disallowed
Hi, i have a problem whit only one email, every time i try to send an email to our email support on zoho that is the only address its rejected and show me this message. Help.
Google Chrome
Are you guys aware that this particular forum is not displaing at all in Google Chrome? I am on Version 104.0.5112.102 (Official Build) (64-bit) and I can't view this forum on it. Edge and Firefox is fine and even Vivaldi is fine. Thank you.
Automating Multiple Follow-Ups in Desk?
Curious to know what others are doing or what best practices are. We're using Desk for customer support. Most of our tickets are taken care of right away, but there are certain ones in which we follow up with the customer after- usually one week after
How do I find "My Requests" in Zoho Community?
The tab "My Area" isn't showing all the requests that I have submitted. How do I find "My Requests" (open and closed)?
Help Center customization for buttons not working
Hello, The ability to change colors/customize buttons through the Zoho Desk Help Center customization portal has not been working for us for a couple of weeks. Last week, I worked with support to try to resolve the issue on our end but they were unable
No more picture size adjustment?
It looks like when drafting a reply and inserting an inline picture, you're no longer allowed to modify the size of the picture once it is in place. Previously, you could click the picture to bring up a dialog bar at the bottom of the picture to change
Validate using Function like in Zoho CRM
Currently, in Zoho Desk, we can only validate field values using standard criteria. When will Zoho Desk give us the option to validate fields using a custom function like Zoho CRM does? Given that Zoho CRM already has this, I would think this would not
Apply Blueprint to Tasks
Is there any way to create and apply blueprints to Tasks in Zoho Desk? If not, can the Zoho Desk team comment on why that is the case?
Blueprint Integration Help
Hi There, We recently started using Zoho Desk, and we love it!! So I need some help regarding the issue we face, and just wondering how we can resolve this or at least minimize the issue! My agent will send an email to the customer and request documents
Increase the interval from 24hrs to xx hrs (ex 48, 72hrs) WhatsApp ticket automatic creation
Hello, We like the idea that a ticket is created automatic, but we do not like the interval that it is created, we would like to have the option to increase it from 48 or 72hrs instead. We now need to merge tickets all the time. Isak
How create ticket in Desk with JS?
Need to create ticket in desk.zoho from API with JavaScript Thanks
How to get the agent response to ticket
I get tickets details with Zoho Desk API, I cant get the "First agent response time for each ticket", How can i get this info ?
Manage whmcs tickets with zoho
Hello I hope you are well. I have a question about Zoho disk module can it handle WHMCS tickets Thanks .
Problem with scroll on tickets of a customer on resolution above 1920x1080
Hello, when I open a customer in full screen mode and click on "Tickets" there is no scrollbar. This means that I have no possibility to scroll through the tickets. Only when I reduce the window, the scrollbar appears. This happens in Chrome, FireFox
Zoho Desk Multi-Select Lookup
Hello, We are trying to sync our Zoho CRM with Zoho Desk and set up the contacts and accounts. However in the Zoho CRM we have used a multi-select lookup field for contacts with more than one account registered to them. So in Desk, there only seems to
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