Help Center - Subsection Links redirecting to "content doest exist" page
Part of my help Center is private, the other part is public. thanks to the custom I created sidebar menu to subsections from the site and also have in content subsection links. But if a non logged in person tries to navigate to some of those subsections they get a "content does not exsits" page. Is it possible to redirect them to the sign in page the same way it works for articles? like this one : https://support.adomik.com/portal/en/kb/adomik/user-guides/data-engine
Edit standard modules widget text in help center
Hi, I'm trying to edit the standard module text widget in help center, but I can't see html/css sections like for header and footer. How can I edit it? I need to edit "Browse through our collection of articles, user guides and FAQs." and "View your previous tickets; know their statuses and solutions." I have to edit the bottom section with the question: "Still can’t find an answer? Send us a ticket and we will get back to you." Thanks
Jira integration - How is the reporter chosen when set to 'Automatic'?
When I add a new Jira issue and leave the Reporter on automatic, a Jira user is chosen as the reporter. What decides which Jira user is selected? Additionally, when the status of the issue is changed in Jira, a comment is added in Zoho. This comment is said to come from a particular user. Is that also determined by the 'Reporter'?
Signature for community members
Community members don't have the ability to define the signature which will be used in their posts. To use my own example, I'd like to be able to add the same signature to every post that I make. At the moment I'm copy pasting the custom HTML code I've created every time I post. This is time consuming and having the ability to define a signature in my profile would be helpful. Best regards, Mladen Svraka Zoho Certified Consultant and Authorized Partner Email | Web | LinkedIn
Ticket EM #1
Cliente solicita que se quite el IVR configurado el día feriado a la operadora. Pregunta si es posible enviar notificación al correo de cuando hay una llamada entrante. Actualmente le notifica las desviadas o perdidas.
Desk Digest
We would like to encourage user engagement with a Digest of the activity happening in Desk Community. I think a weekly option would be more than efficient. Right now we are having to do it manually if we want to do it. All we are looking for is a simple email featuring the top posts for the week and perhaps the new articles published in the Knowledge Base. Would anyone else find this useful? Thoughts?
Integrate Office365 with creating helpdesk users?
Ive just added the office365 extension which allows for contacts to be added and agents to be added directly from office 365. Could this be implemented with Knowledgebase Users allowing the admins control over who gets access and being able to add users in bulk? Use case would be admin adding all office 365 users (everyone in company) to the knowledge base and allowing them to login with 365 credentials. This means the admin can do this in bulk rather than waiting for a user to signup etc
How to check which agent is in charge in the help center
When a customer checks the status of a ticket in the Help Center, can I see the name of the agent responsible for that ticket? I remember having such a function in the past, but I have not found it.
Order(s) view on Zoho Desk
Hello, I want to see the customer's order information within Zoho Desk. We have 2 online stores-- Amazon and Shopify. I see the Shopify orders on Zoho CRM because I integrated it to Shopify but I was hoping that it would send and sync the data too to Zoho Desk since I integrated Zoho CRM to Zoho Desk. How do I configure it? If I need to use Zoho Flow, can you help me with the correct way to map it out? When I choose Fetch Contact, it does not include the Order Number nor the Sales Order field. Please
Can't find to remove NoIndex for my knowledgebase articles
For every article, in the SEO section I couldn't find NoIndex option. I wanted to index that on google but in search console it says, content has been restricted for search engine with NoIndex tag. But as per your article https://help.zoho.com/portal/kb/articles/search-engine-optimization-for-help-center I couldn't find NoIndex option in the article editor.
Can I auto assign ticket follower with a workflow rule?
In my Account section I have a Custom field called CSM with the name of a CSM, and all my CSM have Light Agent profiles. I'd like to auto assign this light agent as a follower of the ticket. Something along the line of "if 'Account CSM field' = 'Light agent name' then assign 'light agent' as a follower of the ticket" Is that a custom function you can help me with?
Integration with Zoho Subscriptions
Does Zoho Desk integrated with Zoho Subscriptions? I wanted to see my customer subscriptions details in desk, when i receive tickets from them.
Upgrade plan and use credit
Hi I would like to upgrade my plan to next level on an annual basis, and use the $162 credit that i have. How can i do that ? As i tried changing the plan, and it only allows the monthly option.
Ticket Acknowledgement Reply to Customers
Hello We have enabled Notification for contact when Receiving a new ticket, however, we are a Shopify App and receive lots of support request which is sent to our support email from noreply@Shopify.com, replyto headers in the incoming email is set to customer's email address and not to noreply@shopify.com but It looks like Zoho desk sends the notification to noreply@Shopify.com and not to the replyto email address, Is there any way we can change the Zoho desk to send acknowledgment emails to replyto
Approval Process for new Contacts
Currently when a new contact sends a question to our support email and it doesn't match a contact in CRM / Desk, a new contact is created. Ex: John Smith sends a question to our helpdesk through his personal email rather than his work email. Since his personal email does not match any contact in our CRM or Desk, a new contact gets created in Desk. Is there a way that I can catch this email before a contact is created in Desk, reassign it to the contact we have in Desk / CRM, and then continue to
Default or Enfroced Column Layouts and Views
Hi, I'd really like a way to enforce some consistency across all agents and all departments: - The same view to be used (for example, 'Table' view) - The same columns and column order for each view - Remove ability for users to customise their view Is any of this possible? At the moment it seems I have to login as each agent to setup their views and column layouts, across all the departments of which they are a member. Thanks.
Request: Be able to pull user data from the Help Center so they can approve tickets
It would be useful to have users in the help center be able to show when selecting an approver as they dont need agent accounts but depending on company role, need to approve user requests in a ticket. This or be able to have a custom dropdown list where you can enter emails and when selected in the ticket it automatically sends an email template to the selected email for approval
On New Form Submission, the Checkbox Field has the Checkbox Below Label Instead of Next to it
Hi Zoho, For new ticket submissions, the "Checkbox" field has the actual checkbox below the label. This is really awkward and not how any modern checkboxes work. Can you please allow the checkbox to be directly left of the label, which is standard for any website. This is what it looks like for users inputting a new ticket:
To remove 'agent' login referece
How to remove the reference to 'agent login' in the customer portal?
Manage TO: field in Zoho Desk custom function (deluge script)
Hello, I need to manage TO: field on my deluge script. I'm using a dozen of incoming mail addresses and I need to know what address the customer writes to (i.e. support@myaccount.zohodesk.eu or payments@myaccount.zohodesk.eu ) Currently I have created 1 rule for each support mail address, but I would use a single custom function / deluge scripts. Could you help me?
Can we create a Landing page once user/agent/ceo logged in?
Hello, I need a landing page when the user going to logging. Thanks, Murali
ZOHO BASE DE CONNAISSANCE / KNOWLEDGE BASE
Hello, the link for the knowledge base accessible to our customers no longer works. When we charge a page, there is the following error message: We'll be right back ! Our service is temporarily unavailable. We are currently working to restore it.You can find attached to this ticket a screenshot of the problem. I often have this problem when I look for pages in English, but this is the first time I have this problem with French and English. Thanks for your help, Cheyenne Leclere Emprez
Pop up
Hi, when I receive a call does the application need to be opened to register it? If so, then it does not happen and what should I do? Thanks
Mails sent from Desk to Gsuite reach spam
472/5000 At Merlin Data Quality we use Zoho Desk. When a ticket is generated, an email is sent to our support account from the following account: "sup ... @ asesconsulting.zohosupport.com" It never reaches the inbox since it is marked as SPAM. I was consulting with Gsuite support and they told me that I can add the IPs of their SMTPs so that they are not marked as spam. Can you tell me these IPs? Thank you very much in advance. Regards,
Video playback issue in KB articles on mobile Safari browsers
We tried to browse and play the embedded videos on different articles with the Safari browser and they are not being played back. On android devices there aren't any video playback issues. We tried this with 2 different iphone devices which have the latest version Safari browser. When you select a video and press on the play button then the video looks like to be starting but immediately stops.
multiple end users to Customer Portal welcome email
3 questions: weve just completed a project and i want to add it to our Help Desk tracking system. the only way to send out a welcome email with the invitation to log in and enter a password to get started with the Customer Portal, is for me to submit a ticket. 1) is this correct? this is the ONLY way to send a credentials email to a customer/account to interact with Zoho and the Customer Portal? most of our accounts have several end users who should ALL have the opportunity to submit a ticket.
Zoho Desk Community Digest - June 2020
New Features of the Month Now Contact account multi-mapping option is available for all themes. Previously, this was option was only available for Elegant theme. Croatian and Slovenian languages have been added for Help Center Marketplace Updates Introducing SugarCRM and 3 other Zoho Desk extensions Other Enhancements In your community, you will now be able to add a "Vote" option for the topics added under "Idea" topic type. This option is available in list view and detailed view as well. In
Prevent Contacts without Account from Syncing to CRM
We’re using the 2-way sync between Desk and CRM. Works perfectly 95% of the time, but occasionally we get new tickets via email that also create a new Contact. The new Contact is not associated to an Account, but still sync to CRM automatically. In our organization, we require an Account. Is there a way to prevent contacts with no Account association from syncing to CRM? Ideally we give the agent the ability to associate the Contact to an Account before it syncs.
Installing Cliq integration with Zoho Desk
When installing the Cliq integration with Zoho desk, this warning comes up. What does it actually mean? How do I know if my users will lose access to Desk? This message isn't clear enough and I cannot risk my users losing access just because I integrated it with chat. Your Zoho Desk account will be converted (if not already) into an Org account, to install Zoho Cliq. Once converted only Org admins can perform user-related operations in Zoho Desk.
Community Restrictions
Is there a way to limit who can post to a community forum? We want to create one called Announcements and only allow agents and moderators to post announcements. I can lock it, but that does not allow anyone to post to it. Thanks Gerald
One customer multiple products and SLA
Hi; We support for multiple products. (Product x, Product Y, Product Z etc.) My customers have multiple products. A customer is using the x product and the Y product. SLA times of the products are also different. For customer A; X product SLA >> Diamon Y product SLA >> Standard When I try to define more than one SLA to a customer, there is an error you cannot define an existing SLA exists. Do you have any suggestions on this subject?
Invisible Tickets
What may be the reason that some Tickets are invisible to some Users even for the Admin, while other Admin can find them with no problem. We still have a data sharing for Tickets: Public Read/Write/Delete. Moreover it seems that these invisible Tickets comes from one address (some of the Tickets from that address are visible and some are invisible for a particular User). Katarzyna
Please Remove Spam Filter from our Zoho Desk
Just in the last couple of weeks - most emails coming in are being marked automaticilly as SPAM, they clearly are not and people have waiting for responses, and nothng sent. Can you remove us from this spam filter - or allow the ability to manage it ourselves. Thanks Mark
How can I add StatusIQ page to ASAP widget?
Do there is a way to add StatusIQ page to ASAP widget? So people can click on a link to open and consult the status page?
3rd party integration for ZOHO Desk
We want to integrate a helpcenter search bar and the possibility to directly add tickets to our cloud software. We want to add a 'support bar' in our software where people have the search field to search for known articles. When entering certain tags the right document should become available directly. Just like the search requests in the ZOHO Desk environment direcly. Can you point us to the right API information? We also want to be able to directly add a support ticket from our application.
Contact Notification on Status Update
I'm probably missing something simple here, but I can't figure out how to send a contact notification if the ticket status updates. Any help here?
Restrict users from adding requests
Hi, Is it in your roadmap to restrict users (with the user group function) from adding requests? This is a feature we would really like! Thanks, Helen
Changing ticket contact without changing "Channel"
The quick version of our question: is there a way to reassign tickets in the "Email" channel to a non-email "Contact" without changing the ticket "Channel" to "Phone"? Context: My property management company uses Zoho Desk to manage email requests from tenants. Usually, tickets come directly from tenants, but occasionally they instead come from third parties (like caseworkers) who handle communication for multiple tenants. Since the tickets come from third parties, they are initially tied to an "Account"
Create ticket
Can I create and send a ticket to multiple email accounts or add them as cc?
Can Zoho be used to deal with email inquiries?
Hello. We receive a lot of email inquires and have a small team that answers them. We are looking to streamline our process so the inquiry emails are sent to a certain location, logged, and then we can nominate a team member to take the inquiry. Ideally it would mean that we know who has been answered, which team member has done it, and the status of the inquiry (ongoing, waiting reply, dead lead, etc.) Are there any apps in Zoho that can do this? CRM seems the most obvious, but I am not sure if
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