Zoho Desk: time tracking is too manual; please offer the Zoho Projects start/stop timer feature in Desk!
Unless, I'm missing something, the start/stop timer that's available to Zoho Projects tasks is not available in Desk, which is really unfortunate. We deal in high-volume, fast-closing tickets, but still want to track time to gauge productivity and costs to service each ticket. With the current manual time-entry process, agents are spending as much time entering their time entry as they are working the actual ticket. I'd like to request this feature build within the ticket view screen. It could be
A glance at 2019 before 2020 takes center stage.
How Do I Auto-Suggest KB Articles for Agents based on a dropdown field having a specific value?
Hi, I would like to set-up some process or workflow where if an agent selects a specific value from the dropdown for a particular questions, then an KB article is suggested for the agent as a reference for what the next follow-up steps need to be for them. Please help me do this as I'm having a hard time setting this up.
When deleting a report, the alert window should contain the name of the report being deleted
When deleting a report, the alert window should contain the name of the report being deleted. Also, the report grid in itself should contain some kind of guideline so that the user is sure that he's on the correct record.
Import on user groups
is it possible to do an import to add users to a user group? or give them a user label?
Zoho Helpdesk Randomly Creates Duplicate Tickets When Sender Replies to the Ticket
Hi team, We have ongoing issue with the duplicated tickets, but was not able to find the cause of it nor solution to the issue. What happens is that: if someone responds on the same ticket, there is a chance that a new ticket will open – despite the proper subject line and original ticket numbers being included. I could not find what is different with these duplicated tickets. (below are some examples) Some background information that might help: We use Outlook for mac We have internal mailing
Allow agent account management by administrator
Hello, I would really like the Zoho Desk administrator to be able to take over agent accounts: they should be able to log on as a particular agent. That would allow the admin to completely pre-configure agent accounts: settings like starred views, selected columns for views, snippets, etc. All of that is personal only so each agent can pick different settings, which is not what we want. Currently the admin can only grant access to an agent but there is no control on what the agent first sees when
Can we apply layout rules for Blueprint transitions?
The help page for the layout rules states that : Layout Rules are applied only when users manually create or edit a record. Does the use of transitions on tickets apply as "editing" a ticket/record?
Request: Html editor inside of templates
I have to code my html from a different editor and then I have to compress and bring over. It can be very time consuming when you are doing a lot of templates. When I try to do a hard code edit it can get funky sometimes. Thanks!
Zoho Desk - Products and Invoicing
We are trialing Zoho One currently. We are an IT services provider that constantly has to track time entry and products sold/used to fix issues on a related ticket. The draw of having our CRM, ticketing, and billing all integrated sounds amazing. However, we are having a difficult time being able to replicate even some of the most basic features in our current ticketing system. 1) Is there a way to actually link a product in Desk to the created invoice in Books? The few ways we've done this the
Custom Alerts/Emails on Blueprints
How can I customize the subject (to include place holders from tickets fields) and attachments to Custom alert emails?
Double "Thread Level Keyword" Icons
I'm having a hard time to understand the logic behind these indicators. They are being created on some of the message threads on the tickets and sometimes we get double of these icons. Their content is always identical. I guess that this is some kind of an issue.
Is zoho desk having an issue receiving emails?
It seems we are not getting anything. I sent a few test emails and no tickets are showing up.
What is the difference between Created Tickets+Solved Tickets vs. New Tickets+Closed Tickets?
I am trying to establish baselines for the tickets that come in but it seems like theres a few different options and they are producing different total numbers. When you use Report Overview, you can see New tickets vs Closed tickets, but when you use Dashboards and select "All Ticket Stats" from the gallery, the dashboard shows a higher total number for Created vs. Solved tickets. I was able to find definitions for what New Tickets and Closed tickets are here, but was unable to determine definitions
Notification badge on Timeline icon
Hello! It would be so useful to have a small badge on the timeline icon that tells you how many tickets exist in the timeline. When responding to customers, the second thing I do (after checking the ticket properties) is open the timeline to review our history with the customer. I do this for every customer. It would save me a click (and loading the timeline) if there was a small [1] on the timeline icon, letting me know this is the first time we're talking to the customer and I don't need to review
Zoho Desk Emails & Advanced Web Forms Not Appearing in Desk
I am attempting to configure and test the desk feature. I have sent multiple emails to our two different DESK (department) email addresses. None of the emails I have sent show up in desk. I have checked every ticket type and department, nothing is there. Additionally, I have also created an advanced web form under one of our departments. After embedding that form in a site and filling it out and clicking submit, no ticket was ever created in Zoho Desk. Finally, even if I create a ticket manually
${Cases.Recent Comment} putting in an extra "\" every time a "$" is mentioned in the comment
The ${Cases.Recent Comment} isn't working properly for at least a few days. If our most recent comment contains "$" when an email notification is sent that contains the ${Cases.Recent Comment} it will automatically put an "\" before every dollar sign, so it will look like "\$95" instead of "$95." An example: Yesterday we posted a public comment on a ticket that stated: "The invoice for $419.00 has been approved. Please provide a paid invoice upon completion of the work and we will mail out a reimbursement
Multi Select list behaviour on the "Ticket Edit" mode
You recently did a visual redesign on the edit views of some modules such as the ticket module, account module, contact module etc. The "Multi-Select" fields on the new edit screens do not react as they did before. When you enter some partial string into them then they do not bring up all of the values which include the partially entered search string. You have to switch to the normal layout of the module and then search again for the same partial string to be able to see the correct search results
Incorrect duplicate email warning on Contacts card
This is also a problem related to my former new editing layout post. Multi Select list behaviour on the "Ticket Edit" mode The incorrect duplicate email warning makes it impossible to record new contacts. This one has to be solved immediately. I've searched all of the contact cards on the "all departments" setting but the only one found is the one that I'm already editing. This is not the first time that I've encountered this problem. I'm able to edit the records by first recording the "Account Name"
Blueprint Attachment to be included in alerts
I am requiring attachment for a transition of status on blueprint. I am hoping the attachment gets sent together with the email templates I created for the "alters" after the transition. Can we do that?
Help Center Articles restricted to Customers
Hi maybe i did not find this in the documentation... Is it possible to restrict HelpCenter Articles to specific Customers or Contacts? i have different Customers and sometimes Articles differ slightly - sometimes it contains customer specific information, which must not be seen by other customers.... Thank you kind regards Lambert
How to forward an entire ticket to another customer?
In our business we often deal with realtors and their customers. Sometimes a customer puts in a ticket and we have back and forth conversation. The realtor then emails us and asks us for the copy of the ticket resolution. What is the easiest way for us to forward all the public comments/replies between us and the customer to that individual? Is there a way to add a second customer to a ticket so that two customers can see the ticket? We don't want it to be public where anyone can join, but we do
Light users should be able to respond to small number of tickets per month or year
I would like to see light users be able to respond to a small number of tickets - something like 5 to 10 tickets per month. Use Case: We use a help desk to manage requests for client services - the support team are full users. We have 3 supervisors/managers that would be light users, but OCCASIONALLY respond directly to clients. It happens rarely, so it doesn't make sense to have them be full users. [For example, our General Manager is a light user, and responds directly to a few (<10) tickets/year]
Out of hours notifications
HI Support Is there anyway to script out the business hours and holidays into the out of ours notification that customers receive. It is easy to set this up statistically but it would be nice to have it automated so that if the business hours change the email template reflects this and also as the year moves on it lists out on current business holidays not previous ones Something like below . Upcoming UK holidays Please Note the UK office will be shut on the following dates December 25th 2019 December
Comments widget does not work
Hi When I add the widget JS in my index.html it doesn't work (nothing is visible) and in the browser you see the following error. Thanks!
Videos and links to .pdf and .exe on the Zoho Desk customer portal home page
Hi, Once my customer is logged in Zoho Desk Portal, i'd like to give news about our company thru the latest youtube videos and some uptodate technical documentation thru .pdf links. I would also like my customer to upload the latest version of our software (.exe) event though we could do this part in other ways. Anyway to customize the customers's homepage with all that ?
How to setup SLA for ticket update or customer reply
I have setup SLA for the ticket create option so now whenever any new ticket is generated 8 business hours respond time will be allocated to the ticket . But the problem is when client is reply to the ticket then no due date or response time will be allocated to the ticket. I want to set up the response time for the ticket reply or customer reply option too . I have tried to setup this option but its calculating the 8 hours time from the ticket created time . It needs to be calculated from the customer
Configuring Portal Invitation Template
Hi, is it possible to configure the Invitation email sent to customers? I would want to replace the zoho desk logo with our logo if possible . Thanks,
Rule based mandatory fields
I do suggest you to introduce a new type of mandatory field which would become active (become mandatory) based on rules and conditions such as blueprint status, field values, time counts, correspondence count, etc. For example a field used to classify solution proposals shouldn't be mandatory when the ticket has been received (New ticket) but become mandatory on certain statuses of the blueprint.
Helpdesk Mails are sent with the addition "on behalf of..."
Hey there, I have a problem to set "from" address for e-mails sent form zoho desk - it always showing "on behalf" information like: support=mydomain@eu-service.mailer.zohosupport.com; on behalf; Helpdesk IT <helpdesk@mydomain> What I did: -set "from" adres using my own SMTP server and verified e-mail address (heldpesk@mydomain) -enabled the address -assigned the address to appropriate department -changed "from address" on templates and enabled them Unfortunately all communication (including automatic
Placeholders on direct ticket replies
Hi. is it possible to use placeholders on direct ticket replies? For ex: Customer sends a ticket to helpdesk, then to monitor their tickets, I'll manually add the customer portal button placeholder when replying to the original ticket.
Import or auto-migrate Community in ZOHO Desk
Hey there, I have been trying to find a solution myself, but it seems like i am not able to. Hopefully someone can help here. We are migrating to ZOHO Desk and want to move Questions and Feature Requests to the Community. Previously they were tickets in Jira Service Desk. My questions are now: 1. Can I direcly import "Topics" to the Community? 2. Can I convert Tickets with the Classification "Question" to Topics upon creation? 3. Does anyone has another idea that could help? Thanks in advance. Laura
userToken in ASAP Mobile SDK
Hi, I've read ASAP Mobile SDK in here : https://www.zoho.com/desk/developers/asap/mobile-sdk/android/authenticating-users-in-the-sdk.html#android_authenticating_users_in_the_sdk Can someone explain how to explicitly get this token to access features in ASAP Mobile SDK such as My Tickets, LiveChat, etc? Currently the documentation seems unclear to me like this : userToken is the encrypted unique information that identifies the user (email address, for example). setUserToken is the function that inputs
Custom mail ticket
I want my clients to open an email at zoho desk by sending an email, is it possible to open the ticket by sending an email to mymail@mybusines.com? I tried putting my mail and my smtp, but I get an error in red when configuring. In the error only "!"
Close button in help center
Hello, I need to turn off the option for customers having the ability to close tickets in the help center as this is not a feature we want them to be able to do. I found that there was one answer: Please find the code below and it under Setup->Helpcenter->Helpcenter Customization->HTML/CSS->CSS #closeRequestbtn{ display:none !important; } But this does not seem to work anymore. Is there any other way?
First Response Time - Different Between Desk Report and Analytics Report
I need some help to understand how these two reports are different. In Desk, I go to Reports>Overview and look at the First Response Time. The number I get is 7 hours and 13 minutes, When I go to Analytics, and create a report for Average First Reply Time, for the same Department, and the same time period, I get 3 hours and 15 minutes. What is being calculated differently here?
Pro-Active/Preventive maintenance tickets
Dear Zoho, Please advice, when you are going to facilitate the option for preventive maintenance ticket options in zoho desk. also we are looking for maintenance service templates. it means submitting a ticket on one click. thank you
Parent-Child Ticketing sidebar display issues
This feature seems to have some loading issues since it has been published. The options for the feature in the sidebar are not always showing up and today it has started to display 2 icons for the same feature. Could you please check these issues on your side.
Private Comments on New Ticket
I feel like there has to be a way to do this that I am missing. When I have my phone agents create a new ticket from a phone call, I want them to be able to add their notes through a Private Comment, and have it added to the conversation thread like a private comment. When I use the Description field, it includes that information into the thread that is sent to the customer, and sometimes these notes should not be customer facing. We've been using a new field called "Internal Description" as a workaround
A question about an email template
Hello, I am setting up the email template that goes out for "Notifying an agent when they are mentioned in a comment" for Zoho Desk. I am trying to format the template so the greeting uses the agents first name. The below template is what I am using, but I am not seeing a place holder for using the first name of the agent that is mentioned in a comment. Can anyone tell me if there is a place holder for that? Hi ${Cases.Recipient Name}, ${Cases.Recent Comment By} mentioned you on ticket #${Cases.Request
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