Cant Reply, Reply All, and Forward
I have issue that i cant do these action: what should i do to solve this issue? Also, I have a question, when i look into Ticket by SLA report, i add column called Agent Responded Time, but this column always empty. is that any action required to make
Changing Teams names?
Our organization has gone through some changes, which resulted in the change of our Teams names. I need to update our Zohodesk accordingly. Is it as simple as editing the Team name and changing it? What happens to all the previous tickets under the old
Salesforce Custom Objects sync with Zoho Desk (besides Accounts and Contacts)
Is there capability for Zoho Desk to Sync with Custom Salesforce Objects? From the documentation I saw it could only sync with Contact and Accounts
The 'feedback' form requires a ZOID to be submitted. Is an API call really the only way to get it?
I'm trying to submit feedback. The feedback form requires a ZOID to be submitted. Is an API call really the only way to get it?
Layout Rules in Zoho Desk
I'm trying to create layout rules to show certain fields based on the status field. All of the fields are shown in the layout at the beginning, however so the show field action does not nothing. How do I hide fields to start out and then show them
Translations
Why is the translation of Zoho to Dutch far from complete and inaccurate? Half of the templates are still in English and the translation of words are terrible.
Billing capabilities of Zoho Desk and time tracking
Hi there, Can I set multiple different billing criteria that is also customer related? For example, I can charge customer X more as they are based in a developed country instead of customer Y that is located in a less privileged country. I would like
Zoho Desk x Cliq
Hi, I am trying to set up a workflow automation in which an alert with certain field information be sent if a specific field value criteria is met.. This is possible via email alert, but for some weird reason, it is not readily available for Cliq even
Connecting a ticket to an account in CRM without changing the contact
I want to connect Desk tickets to accounts in CRM where the contact person on the ticket is not apart of that account in CRM. Right now the tickets with the same email address as in CRM are connected. Our customers sometimes hire agency's to implement
Menu & Search bar description change
Hi Zoho, Is there any way to change the text content on the below red square highlighted below? For example I would like to change "Home" to "Helpdesk", "Knowledge Base" to "FAQ" and "Search our knowledge base or submit a ticket." to "Search our frequently
Deleting "Unused Fields" from layout doesn't allow us to create new fields of the same type
Right now I'm adding fields to some of our layouts. At first, some field types were used up to their limits, so I've started finding and deleting some unused fields from the past. The total available field number in the "Custom Fields Left" list title
Zoho Desk Private Thread
Hi, we are using the private thread function by forwarding emails for internal purposes. But, we are not getting a reply if we are CC'ed in the email instead. For example, I received an email ticket from a customer. I forwarded the email to Department
Zoho Desk x Alcatel Rainbow Enterprise Integration
Hi, Good day! As the title says, is there any integration available for ZDesk and Alcatel Rainbow?
Last comment before week
Hi, I'm trying to build a View or a Report where i can make a list of all tickets which haven't had an update in the comments for over a week. When i try to make a Report i can fill in the Criteria but i choose "is before" i can only choose from "Current
Emailing directly to a call using title or ticket URL?
Hi ZohoDesk, I know there is ZohoFlow, and many custom ways of achieving this I suspect but we are going for a quick win approach! We use Devops for bug tracking and want to add our support address as the follower to some of the items that have been triggered
Can you change the layout by sharing a ticket to another department?
Hi, There are 4 different departments that will be onboarded, each with their own ticket layout. However, all the tickets come into the main department, and they will then assign tickets to the relevant departments. When they assign the ticket to the
Zoho Desk x Exotel Intergration
Hi, we are trying to integrate Exotel into Zoho Desk, and we have followed all actions required from Exotel side, including PBX mapping and setting up the flow. Now, in Zoho Desk, the click to call icon shows in a ticket, but when I click it, nothing
ZOHO Desk Ticket Notes
Hello, Is there a way to add or view agent only notes on zoho desk tickets. Our agents do a lot of internal communication on tickets and we would like an easy way to either filter for only internal comments, or have our own tab where we can see what our
Autofill Email not Accurate
Hello, I have uploaded all my contacts to Zoho Desk. When I go to reply to a ticket i will often use the autofill feature. The issue is it is not taking what i am typing but rather showing autofill options for my recent contacts. for example if i type
Knowledge Base - Display categories instead of all articles below in the overview
Hello, the desk helpcenter knowledge base is displayed as follows, after I click on a category: As you can see all sections are displayed. I don't think that really makes much sense. I would much rather see all subsections and not articles which are somewhere
Knowledge Base - difference between article view "List view" and "Quick navigation"
Hello, I would like to know what exactly is the difference between these two setting options. I have tried both settings and have not noticed a marked difference in the portal. Can anyone enlighten me on this? Thanks in advance! Regards, Sven
Validation rule for ticket owner and team
Hello, for us, tickets in certain statuses are only valid if the ticket has an assigned user AND a team. So my question is, how can I make sure that there are no tickets with status type open that do not have an assigned agent OR an assigned team? I was
Knowledge Base Permissions (Explanation / Best Practices)
Hello, I can set view permissions at the category level. Why do the rights inherit when I set public. If I set none, I can decide for the articles or for the sections how I want to have the rights there. I haven't quite understood the permissions concept
Ticket channel icon
Hi Zoho Desk Support, For the ticket channel icon, is there a way to customize them?
zoho desk
how Customers can view Tickets of same user in zoho desk ?
Change mail signature for all agents
Hi, how can I change the mail signature of all agents in our Zoho Desk instance. Is there central point to manage them or by using the API. Thanks in advance and BR
Change "Add Ticket" button text in help center Classic theme
Hello, Is it possible to change the text of the "Add Ticket" button in help center Classic? I would like to change the text to read "New Request". Thanks, Jamie
Error: SSL Invalid
I mapped my domains (.jp) on July 16. I have been waiting for 10 days but the domain status is still: SSL Invalid. I contacted Zoho Desk but no one answered me yet. I have used other CRMs. I can set it up by myself smoothly without any error. I'm a
Cookies lost or Forgotten Sessions
There seems to be some issue in Zoho Discussions/Zoho Forums implementation. Across browser sessions with persistent cookies every other Zoho product remembers the user sessions but Zoho Discussions and/or Zoho Forums seems to be forgetting the user and/or
How to move tickets between departments without changing the status?
Hello, I would like to know how I can manage to move several tickets at once to another department. Unfortunately, I cannot use the corresponding function intigrated in Desk, since the status is always reset, i.e. always set to "Open". The background
How to hide department from Help Center
We have 2 departments on Desk. We want to allow users to view the tickets they've submitted within the Help Center, but only for one of these departments. How do we accomplish this?
Hide fields in Help Center in depending on the layout
Hello, I know that it is possible to configure the field permission for the Help Center. But this is global... We need to konfigure this depending on the layout or at least depending on the department. The agent should see field A all the time but, a
How to know if a client open a e-mail send by Desk?
Hi, I wanna know if there some way to see if a client open the e-mail send by Desk, when i create a ticket or send a reply for him.
Creating workflows based on the file name of attached files
Hello, we have a dedicated team taking care of tickets, wich have a specific file-type attached. I want to create a workflow to give those tickets to this dedicated team. Unfortunaly, I cant find a ruleset to create this kind of workflow. How do I implement
KB -Broken Images
Hi Support Team, Requesting your assistance regarding on the issue that I recently encounter. When I try to compose an article I'd notice that the images I uploaded is broken. I tried using the URL - as you can see the wings. -it's working.
Can't access our zoho desk portal
Dear Sir, Today, I can't access our zoho desk portal https://service.c4ecomputer.com/support/c4eho/ShowHomePage.do I accidentally deleted CName Record in Domain DNS record. So, now I need for mapping portal address to CName Record. Please support me our
Guide domain mapping in zoho support
Hi, I have a hard time setting up the domain mapping in zoho support. I have configured a CNAME in the DNS zone and I have configured domain in zoho support configuration: https://www.zoho.com/support/help/domain-mapping.html Error message: "Make sure
Show specific and hide fields based upon selecting Dropdown Field
Hello Zoho Support, Is it possible to do this show and hide fields based upon a dropdown field on the ticket form? https://help.myeg.com.my/portal/en/newticket Kindly refer to the gif image below for your information, the example below form is not a
Unit price is still visible
Hi, my problem is, that I have changed the Unit price in the products to "Don't show" and in the Ticket the Unit price is still visible. I don't know what I do wrong or what setting I have missed. Please give me a hint. Thanks in advance. BR
Get Profile Picture from SAML Attribute
Is there a way to get the profile pucture for an agent or customer from our AD or MS Office and map them to an attribute in Zoho Desk? We want to automate the profile pictures from our employees just as we did with the lastname, firstname and e-mail.
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