resolution update email
I would like to find out if it is possible to have zoho desk send a tickets resolution update to both the customer (ticket contact) and also a supervisor internally?
Creating ticket views based on other table/layout fields
Our global sales managers want to view the tickets based on their sales regions such as Europe, MEA etc. I've thought that creating a new field on the account layout for the regions was the solution to create those views but later on found out that each functional section (Tickets, Contacts, Accounts etc) has its own data table setup and they aren't linked together. You normally market your products as having connected data structures such as in Creator. Take a look in the attached video file from
How do I turn off the ability for customers to add a Public Comment?
I for one do not use this feature at all. i have a select few customers that use the Portal to add to their ticket, and every once in a while, they post a reply to a ticket as a Comment. When a comment is posted, I get a push notification on my phone but I do not get an email. The comment is lost for me because of that. I wish to completely disable this feature, even for me. I just don't use it. Is there a way to at least disable it for customers??
Cleaning up your non-migrated live chat portals
In light of our previous announcements about migrating your live chat from Zoho Desk to SalesIQ, we have an update for all those who have not yet migrated to the latest version. We will be cleaning up all existing chat portals as on 1st June 2019. This is the last opportunity for you to migrate, so we urge you to do so at the earliest. If you do not migrate before June 1st, your old chat settings will be lost. To reactivate your live chat, you will need to integrate with SalesIQ and create a fresh
The contact card owner is being displayed as another user
Some of our contact cards which were created by a user who did quit his job are still being displayed as being owned by him even when we edit these cards and change the owner manually. When we enter the editing screen then we see that the owner is an active agent but the deactivated agent is still being displayed on the contact card itself.
cant add a new user
Dear Support Engineer, We added a new user, but he already accessed desk before we add his user. so when we add a new user and input his mail address into, the message " already this e-mail was signed up" and we couldn't add the user. What should we do? Could you please let us know the way to fix this issue? Best Regards, Etsuko Shirotani
Upgrade to the new SalesIQ live chat
We're happy to inform you that the new and improved chat solution for Zoho Desk, is now live! Powered by Zoho SalesIQ, this update runs both ways and lets you get the most out of live chat and insights, without leaving your helpdesk. If you're a CRM Plus or Zoho One user, here's a step by step guide to get you started. Follow this path within your Zoho Desk portal to enable live chat migration to SalesIQ: Setup --> Chat ---> Instant Support made easy. Clicking on the 'Try Now' option on the banner
Not Able to Login to Zoho Desk
I am not able to login to Zoho Desk after domain mapping for a site. Neither www.support.servicefolder.com is opening nor Zoho Desk page.
Zoho desk domain mapping not working
I have done the domain mapping for www.servicefolder.com and mapped to support.servicefolder.com See the screenshot above for your reference. Even after verified domain name, link is not opening and show This site can't be reached, see the screenshot for your reference. Please suggest me what to do.
Set Default Department In Help Center - Or Hide A Dept From Help Center
Hello, Our company has two departments. Departmetnt 1 is our main tech support dept and is highly used, while Department 2 is for more specialized purposes. In our help center, Department 2 shows up as the default department, so users often do not send tickets to the correct department and this causes problems for us. I assume this is because dept 2 is alphabetically before dept 1. Is there a way to set Department 1 as the default in our help center OR can I simply make it so that dept 2 does
Tickets which are being carbon copied (cc) between departments are being created twice on the receiving department
This problem has started to occur recently (this week) and we have only seen it on 2 occasions. When we reply to our customers we do sometimes keep our after sales department in cc to inform them of part shipments. 2 of these cc'ed tickets have been created twice on their list. We did delete both of the copies but I guess that I can take them back from the trash for you to investigate this issue.
Custom "Closed Ticket" Notifications for Different Statuses
I have a client with multiple ticket statuses that would like to customize the "Ticket Closed" notification for each status: e.g. If Ticket A is in Status A and is closed, send Notification A. If Ticket A is in Status B and is closed, send Notification B. I'm accomplishing this by turning off the "Closing a Ticket" Contact Notification in the "Notify" tab and creating multiple workflow rules for each status. Will that break anything?
Melange de requêtes
Bonjour J'ai 2 requêtes 65760 au nom de m Barateau et une autre 60744 au nom de M Barreau : or dans cette requête (celle de M Barreau) j'ai des éléments concernant M Barateau !!! D'ou ma question : y a-t-il possibilité de prendre certaines conversations de M Barateau qui se trouvent dans la requête 60744 pour les mettre dans la requête de M Barateau (requête 65760) Cordialement M Morales Pastor Jacky
which status for new created tickets
Hi, sometimes I have to create a new ticket manually, for example, when we have to reach the customer who has not yet sent us a ticket. My question is: which status do I set for the newly created ticket? Should it be closed? I mean, for us, when sending the ticket, the case is closed until the customer responds. So, logically, it should be closed. But does it arrive at the customer when the status is closed right from the beginning? If the customer responds, the status will change back to open anyway.
Notifications
Hi, When i assigned tickets to agents they are not receiving the mail notification though notify button is on.
Editor bug: Indent icons are wrong
The icons in the Desk WYSIWYG editor are backwards. The icon for "Increase Indent" illustrates decreasing indentation, and the icon for "Decrease Indent" illustrates increasing indentation.
modification de champ
Hello Since this morning when I want to modify a field (add item in drop-down list) in Zoho I do not arrive I go in configuration, layouts and fields, I choose list of fields then I click on the button to create or modify a field and I have a blank page (without my fields): on the other hand at the top I have a red square which appears with an exclamation mark You have an explanation cordially
Billable v Non-Billable tickets Zoho Desk
I have searched and searched. I've even found reports that will output billable v non-billable informartion. But i am unable to find out where i can set a ticket as billable. Or non-billable.
Unverified Sender Warnings on Incoming Tickets or System Notifications Emails
These warnings have started to appear on some of the new incoming tickets or the system notification emails since a couple of days. It's not attached onto all of them. Could you please inspect this issue.
How do we pick the articles that get displayed in ASAP?
We recently installed ASAP on our website. How do we pick what articles get displayed on the "Home" tab when someone clicks on the ASAP icon? Right now it displays: Five "Recent Articles" in the top section Five "Popular Articles" below that The issue is that Recent Articles aren't the ones we'd want to display across our website. We need to be able to pick out the most essential articles out of the 100s that we have, rather than just displaying whichever ones got edited most recently by an agent.
Muting chat notifications when on a call.
Does anyone know if there is a way to have chat notifications (audio) mute automatically when an agent is on a call? What is happening is that the agents are picking up calls and talking to the customer when a chat request comes in and the audio is so loud, we have to tell the customer to hold on until we dismiss the chat request. A lot of the time, we are away from the help desk looking up the persons issue, so it can be pretty distracting and jarring. I know we can log out of the chat when we
Add SEO to the KB category page
We can add SEO info to a KB article, and the Categories are a dynamic page. Would be nice to add SEO info just like a KB to a KB Category.
Notify specific agents when ticket is resolved
Hello, I want to create new rule and send notification to the few agents when specific tickets are resolved. For example, if Contact segment is A- Maia Manjgaladze, after status is updated, send alert to Maia Manjgaladze. Here is the example how I'm doing it: Execute on: Field Update: Status Criteria: Segment is A- Maia Manjgaladze Actions: Alerts -> Notification for PS (I've create new template) It does not work.
Hide the Case ID from an email subject line
Is it possible to hide the ticket ID from the email subject line? I'm testing Zoho Desk. Whenever I send an email to a customer, the case ID is listed as the first thing. Can we modify this?
Zoho Desk Integration with forms
Hello - In CRM I was able to integrate a form that attaches the form as a pdf on the record in CRM. I do not see an option to have a form pdf automatically attach to a ticket. Am I missing it?
Submit a ticket for registered users only
Hi, It would be great if we can give permissions to certain users to submit tickets via the customer portal. Regards, Helen
Spell check doesn't work within template.
Hi Zoho This is an annoying little issue. I use my signature in my tickets as an email template. Before, I had no problems using spell check, but now for some reason it doesn't work. It's obviously the HTML template that's causing the issue, but it didn't seem to have a problem with it before. Is there any fix for this?
ASAP for the web Knowledge Base - No access when "Customers must register to access Help Center" is enabled
We have created a Knowledge Base for our consumers. Now we want to use the ASAP for web widget in our software application to show the Knowledge Base (user must login to get access to the sofware, so first they logged in into our software app. and then they see the widget) We have enabeld the "Customers must register to access Help Center", so not everyone can submit a ticket. The problem: When we enabled this option the ASAP for web Knowledge Base doesn't work. The Knowledge Base is forbidden. Solution:
A weird icon appeared on a KB Article
I may create this article from scratch to get rid of this icon but this issue should be dealt with by your developers. This icon seems to belong to the content labels and looks like an imbrication of the "warning" and the "info" icons. This object doesn't seem to be a part of the page content and I can't remove it. It also is displayed on the final KB page and on its print outs.
Tickets with Zoho
How about not closing your tickets, until your customers issue is resolved. You close the tickets on every response. Even when you are asking for a time for a call. Why not add a Status that is "Awaiting Customer Response". Your customers have no way of seeing which tickets they consider still open.
Community sign-up / sign-in is complicated
Hello, I am testing your Community functionality and find it quite complicated for a regular user to post his questions on it. The usability needs improvement. Basically there are too many complications to post a question. Not every client will be able to do it. For example, sign-up of an account is a tricky thing: 1) When a new user tries to post a question, the dialog requires to sign-in, but no sign-up is proposed at all. Look what the dialog looks like: How can a new user understand that he needs
Would like to have different modes for custom views
I would like to have different modes for custom views. For example, if I'm looking at a view set to view all open tickets by a certain team or agent, I'd want it in countdown mode. If I'm looking at all tickets in urgent status, I want them in a chart sorted by agent. If I'm looking at all open tickets with dropdown A, I might need to see them in status mode only showing status 1-3 but if I'm looking at all open tickets with dropdown B, I might only be interested in seeing buckets for status 3-4.
Zoho Desk - Reports - Role Based Permissions
I would like to create custom reports for my team members. However, I would like to assign specific custom reports to specific employees. For example; One report called "John's Report" will only be available to John user, and Mary won't be able to see John's report. Is this possible in Zoho Desk ?
How to edit reply to contact email by agent?
Regarding Contact Notification email templates. I would like to edit the email that the contact receives when an agent replies to them. I looked in: Setup => Customization => Templates => Email Templates => Contact Notification, but there is no template for this? How can I edit this email template? Thanks for your help
Remove Spam Filter
Hi, Could you please also remove ou turn off the SPAM filter on our Zoho Desk because we misse some support tickets in "Spam tickets" folder. Thanks. Karim.
Add contact opt-in check box in help center ticket creation form
Hello, Today, contact are added thanks to external authentication from our internal home made site. Thus they access the help center and their contact information are pushed to the CRM. We would like to add an opt-in check box at some point in the process so that we can send emailing campaigns to this new contacts in CRM. We thought that we could add this opt-in checkbox when contacts are creating ticket. But I only find options to add ticket custom fields, not contact custom fields, in the ticket
Time based Routing via Twillio Number
Hey guys, One of our issues with Zoho desk is the inability to route to external numbers depending on the time of day. Because our agents are not 24/7 on the desk, we will sometimes get calls after hours which will cause the customer to leave a message, which isn't ideal as some issues are urgent. We use a 3rd party answering service to ensure that after hours calls get routed to the on-call technician's mobile phone, and if they don't answer, we have at least someone taking down the information
Scheduled Task Integration
Does Desk offer a scheduler for appointments (onsite tasks, support visits)? Or is this a different product under the overall Zoho solution that can be integrated with Desk? Possible office 365 calendar integration?
Linceses
Is there a minimum buy in on the number of licenses?
Classification and linking of attachments
We would like to be able to classify the attachments on tickets either by using customizable classification fields or by using tags. Also the attachments should refer to their original message thread via some kind of linking system and also vice versa (A link/reference on the original message thread linking to the related file on the attachments tab).
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