Zohodesk Free, reporting
Has reporting changed in Zohodesk free? when I try to customize reports, I don't have any columns I can add anymore and when I try to make a new report it gives me no columns I can add. This is true for all fields, filters, columns. The form is just blank.
Set approvers with Blueprint
Hi, I've been testing the new Blueprint feature and it looks amazing. But there is something I can't do: Can I set a fixed approver for a approval transition with Blueprint? Thanks in advance. Regards
Contacts changing in Desk
We have Contacts in Desk synched with CRM. When we send a Contact an invitation to the Support Portal, they are able to change their name, email, phone, & timezone. Unfortunately, they are changing their name and email to groups or distribution lists, providing support to unauthorized users, and making it difficult for us to provide support because the Contact has been changed. Then we have to get in an argument with them why they can't change their contact info to other people. It would be really
First Assigned Time definition
Hello, I'm trying to create a report in Analytics against Zoho Desk data, looking for the time difference between a ticket's creation time, and the first time an individual agent assumes ownership of the ticket (not the team). I thought I'd use ticket create time, and "First Assigned Time", however first assigned time appears to change if the ticket exchanges ownership. First response is not the measurement I'm looking for, as we'd like to know how quickly tickets are assigned. Does anyone have any
Customer Portal Button issue
I recently tried the rebrand of our customer portal, and got everything set up correctly. I can see that the new portal link works and is set up correctly in the Help Center Access Control section. However, the Cases.Customer_portal_button variable in the email template uses the link that is set in the General > Rebranding > Portal Name section which I cannot edit to go to the right link. It instead tries to force the customer to go to our actual internal support queue. Any advice would be appreciated.
"Can not perform this operation" error when using "Save As New" for custom report
I have modified a report, and attempt to save a copy of this Report, but when I do, I get "Can not perform this operation" I can run the report, I can export the report, but I cannot save the report for future use.
URGENT! Custom Function FORBIDDEN","message":"You are not authorized to access this resource"
This function was working perfectly putting into Authtoken variable the ZSC Key. Creating a new Department, the same custom function (copy and paste) is not working. Running the Custom function manually, it display this error: updateTicket : {"errorCode":"FORBIDDEN","message":"You are not authorized to access this resource."} Please, need help to generate correct Authtoken to run this Custom Function. I have asked to the support on monday. Today is Thursday and I didn't get a definitive answer....We're
ZIA / ASAP in Hebrew and RTL
Does Zia bot supports Hebrew? And RTL?
Dailly report via email
Hi, I'm trying to create a daily report to be sent via email, from the ticks I have on my Zoho Desk, but I'm not getting it. I would be grateful for the assistance.
HTTP Status 400 - Bad Request Error on sign in page of Help Center
How to fix the HTTP Status 400 - Bad Request Error on sign in page of Help Center. Due to this error, the sign-in page is taking the customer to Zoho Desk login.
Zoho Desk now integrates with Zoho Sprints!
In a typical software company, the development team works alongside other teams such as marketing, product management, and design, each performing a variety of unique tasks that help build a product. When customers use the product, they often provide valuable feedback about their experience. However, they may not have enough coding knowledge to modify the apps they use. Engineers, on the other hand, are equipped to build and code software. This creates a gap between the people who build the software,
Desk - ticket response (conversation) am I missing something?
Hi, first post in here. So I have an ongoing conversation with a client regarding their ticket, which is now 20+ replies, how can I send them a reply without including all the previous replies in the body? It's almost a new question about the same ticket so previous replies not relevant. Anyone else confussed? Andy
Validation Restriction while creating Customer Contact
Hi, I am trying to create a customer contact under an account, but I don't know why there is a validation restriction in the last name placeholder. While creating customers with same last name gives the following response-- Duplicate Contacts with this name "Shah" already exist My multiple customers may have the same last name. I need the resolution immediately
Showing more Detailed Account information on ticket
Anyway to contorl what is shown on the left of a ticket - not the actual ticket fields but the account/contact information at the top - ie Name, comp;any name etc - very very limited.
How to sort by status in the compact view?
I don't see in the option, I know there is the kanban view by status, but I'm not of fan of the layout.
Welcome message on Desk login page
I would like to have the ability to add a welcome message to our Zoho Desk customer facing login page. The message would include hours and phone, and a note on how to create an account. It may also have a warning message for unauthorized users. It should support up to 800 characters and minimal HTML (<a href>, <b>, <br>, <p>). If a welcome message is entered, just insert it over the forgotten password / agent login links. If no welcome message is entered, the page will display as it currently does.
Any overlap between Desk, Projects and CRM?
We are planning to evaluate Zoho desk soon. In the future we may be interested in functionality in Zoho CRM and projects. Is there any overlap between these three products and if you purchased all three would it in effect be one system?
Editing of Images in Ticket Responses
Hi Zoho, i feel Zoho desk is missing a critical feature to edit images as they are added into the reply like you can in Zoho Mail or in Cliq. e.g. in Zoho Mail or Cliq i can add a box or arrow etc when i insert an image or screenshot. In Zoho Desk we do not have the option to edit the images or screenshots that I add into the ticket response. I am currently required to use an external program or Zoho mail to edit an image then copy it to Zoho Desk. Can I request this feature be added to Zoho Desk?
Ticket Layout in 2 columns
When you are setting up the layout, dragging and dropping the fields its in 2 columns. When you select the deaprtment and view the ticket on the help desk site its one column. This would save a lot of space. For instance the date time fields shouldn't need a full width box.
Customizing Help Center New Ticket Form
I have a few needs that I'm hoping can be addressed through HTML customization or through other means: 1. Is there any way to hide or display fields based on business hours or outside business hours. Outside of our business hours, we want to ask one additional question at intake. If it's not possible at the field level, is there any way to at least have a different default layout (now that multi-layout is available) outside of business hours than during business hours? 2. Is there any way to put
How to delete mandatory sections in tickets
i want to delete mandatory sections and how can I add more than 1 attachments
Update field when ticket create
Hello I need help to create a small custom function that update on ticket creation, the field cf_order_status by inserting a url composed of a fixed part + customer's email, like this: https://site.url.com/?m=customer@email.com Could you help me? Thanks
URGENT problem - ZOHO Desk and our helpcenter not reachable suddenly
Starting 20 minutes ago our support department can not enter Desk anymore or see ANY support ticket The helpcenter customers use to view information is also unreachable. an someone urgently assist us?
Agents cannot send email when there is an attachment
When our agents attach a file to a ticket and send a reply to the email, it does not get sent. There are no error messages. But they can send a reply to the ticket when there are no attachments.
Account Field mandatory, but not on customers web portal
i have several items marked as mandatory on the ticket field layout, yet none of it shows up on the customers web portal. i might get a ticket from so-n-so, but i have to go through my customers list to know who and what they are. even tho i have their Account Name tied to their email in my list of customers. it doesnt show up when they create a ticket, nor is it on their web portal. in fact, im not sure how to adjust what the customer needs to see and fill out on their portal. id be happy if
Tie domain names from incoming Tickets from Desk to Accounts in CRM
Is there a way to tie the domain names from incoming tickets to Accounts in CRM? For example this a new employee from CompanyA and they send a ticket in with issues. Can the domain from the email create a new contact and then tie to an existing account? The account being CompanyA, the employee email is employee@CompanyA.com. Thanks.
Desk Gamification - Permissions
Some feedback: It seems that the permission in the Users and Control > Permissions > Profile screen is not working properly. I have it disabled on the Agent profile, but still, everyone can access it. From Create a Game > View challenges, anyone can go to the Gamescope configuration screen. Games should only be created by those who have permission to it. Typo in the Gamification permission name
Zoho Lite Agent is Able to Generate Authtoken for API
A Lite Agent should't have ability to create an authtoken for Zoho Desk, but they can. Please disable this option When they click there, they get: Clicking "Generate Authtoken" they get an actual Authtoken: If afraid that this will now give a Lite Agent an opportunity to pull these tickets elsewhere. Can you please disable this option for Lite Agents?
Zoho Support for Desk - NOT GOOD
We have been using Zoho Desk for some time now and for basic tickets its been good. But when I try to talk to their support on the phone (yes on the phone) the results are not good to say the least. There is a huge language barrier combined with a poor connection or background noise on their end. For a product that seems so robust and developed why is it they have this issue?
Add Light Agent to view access to limited tickets only
We have sort of a weird workflow that we wand to accomplish. We are bringing in an outside consultant to review any of our tickets where our approval amount is over $500 (just a custom field, call it field X). We don't want to give this individual access to all tickets, just tickets in our organization where field X has value greater than $500. We need this person to be able to write private comments but be view only besides that. Light Agent works great, except....I can't figure out how to limit
Introducing Github, OnePage CRM, and 4 other Zoho Desk extensions
Zoho Marketplace releases Github along with 5 other Extensions for Zoho Desk. Here's a list of all new releases for Zoho Desk, April 2020. Get more from your Zoho products with extensions from Zoho Marketplace. Github for Zoho Desk Powered by Zoho Flow
Auto- reply email
Hi, Can zoho setup an auto-reply email by specific keyword? eg when sender email contains word 'training' will auto reply on all information about training.
How can I change language for my client help center?
Hi, I want to change language in my Help Center for client. How can I do it? Thank you!
Unable to process your request
Hi, Non of our users can access Zoho Desk. It's gives the following message: "Unable to process your request" The browser tab also shows 'Insufficient priviledges' What can we do? We need access urgently
How are business hours handled?
Can i use a different notification template for outside business hours, containing info on the opening hours instead of 'we'll contact you soon' ?
Where to start? Guides how to setup Desk for helpdesk tickets
Hi there, I must be missing something really basic here but I can't find a guide that give you steps how to setup Zoho Desk. I'm testing the free version of it as I forgot to test when it was on trial, but no email that I sent to my designated zoho desk arrives and create tickets. I'm a bit lost here, no guides on youtube how to setup from the beginning, also knowledge base doesn;t have anything like that. Can anyone put me in the right direction please?
Response due date fulfillment should take public comments into account
Hi, The "Response due date" fulfillment should also take public comments posted by the agents into account, not only sent emails. Currently you are forced to send an email to fulfill the SLA. Best Regards Daniel
Viewing closed tickets?
Sorry for something that must be simple... when I select the Closed Tickets view, I get an image saying "There are no open Tickets in this view". Well duh, but I can't figure out how to see them.
Using a single department for a number of clients
We have a plan of using a single department. All our clients which use this department to create tickets. There are multiple teams who would be handling the tickets. a) All agents belonging to the department gets an email notification. Some may be relevant to them and some may not be. b) if their are 5 clients and each sending an 10 tickets a day to a particular department. How is it handled? Does it not become cumbersome? c) All users of a particular account ( Client A) should be able to see tickets
How do I use multi-branding with help center emails?
I am finding that the "Resolution" email sent to the customer, along with password reset emails for a given help center, use the default "Company" information. I would like to be able to customize these on a per-department basis (for the resolution emails) and on a per-help-center basis (for the password reset emails).
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