Push Notification When a Ticket Goes to a Certain Status
I would like a push notification anytime a ticket goes to a certain status, if I'm the owner or not. I'm the site admin and if a ticket goes into hold or stalled, I'd like to know. Really push notifications for any workflow would be better than emails.
Desk at Zoholics 2019
I have been thinking about attending Zoholics 2019 in Austin Texas. While it starts tomorrow, I'm close enough to attend at the last minute. Can you tell us if there is anything on the agenda specifically related to Desk?
Zoho Emails Going Into Junk
Hi, All of the notification emails such as new tickets, closing tickets, and remote sessions are going into the junk folders for both us and our customers. We have included zoho in our spf records to see if this resolves the issue but it doesn't seem to have made a difference.
We have a professional suscription and the software keep telling me I must pay more.
Dear support team, We are using the professional plan for 3 months. This week I was going to use the report feature that is included in this plan and a message appear and says I must upgrade it to use it. Can you explain what's going on? Thanks in advance
Auto time tracking when blueprint applied
Hi, it appears that auto time tracking is not possible when a ticket is subject to a blueprint. If one uses the blueprint to transition to the next state and auto time tracking is on (field update), no time is recorded. I want to auto track the time spent on a ticket and sum this up until the ticket is closed. Can someone advise how this could be possible or if enhancements will address this in future? Clinton
Sometimes ticket can't record on Zoho Desk
Hello, When we received questions from our customers by email, questions are recorded as ticket in zoho desk. But sometimes some questions haven't been recorded since the end of March. then when our customers resend email for request, the question was recorded. Why were occurred this situation? Would you please give us some advises for handling this situation? Best Regards, Etsuko Shirotani
Optimize your web form with relevant metrics
Today, business owners recognize the importance of collecting customer feedback to enable better, more meaningful interactions. Web forms are the most common way to gather that feedback. But when you engage in digital conversations, sometimes, you don't see the whole picture and end up missing out on important context. The Form Analytics integration for Zoho Desk gives you the stats and analytics you need to engage your customers better. Powered by Zoho Pagesense, enabling this integration will
Extract new/updated time entries for a specific timeframe
Is there a way through reporting or through the API to pull all time entries modified or created during a specific date range across all tickets?
Multiple and manual ticket entry on a spreadsheet
We use desk mostly for interactions with our distributors. Sometimes they do tend to not interact with us for each particular helpdesk incident, spare parts requirement etc. They also have their own spare parts stocks and they tend to save up those particular incidents and then order a cumulative stock list of items also including a cumulative service report for each service they've provided. We do analyze the tickets on Zoho Analytics based on each particular helpdesk and spare part communication
How can we include the ticket link in a Cliq message?
When I try to send a message according to this article by typing "/ticket #5322" (The context aware Helpdesk, now in Cliq) then I'm getting a response which says that "only I can see the contents of the posted message". The deskbot is always sending us linkable ticket IDs as seen below. How can we create the same type of linked ticket IDs in a message on Cliq?
Are there any limits on the number of tags you can have in Zoho Desk?
I understand that you can have up to 10 tags per ticket. Are there any overall limitations on the number of tags you can have for Zoho Desk as a whole (like there is for CRM modules)?
Zoho Desk vs Zoho Support?
Quite confused. Now I cannot change the URL: joyent.zohosupport.com
Problems spam with customer and with my name domain, that occurs again
Hy, I have big problems with customer email that still falls back into spam, can you tell me why it falls back into spam folders when I didn't have this problem before? idem for our domain name it falls back into spam. Best regards Guillaume
Spam tickets
Two clients are unable to send email to our helpdesk, although they do not get an error message. I've by now found those messages are apparently marked as spam, and I've found there are more tickets listed as spam. Could you please turn of the spam filter for us asap? Thank you, Peter Dekker - PerfectWare
auto adding time
hey everyone is there anyway to auto add time to a ticket? it is too slow for us to have to click into the top menu to add time to a ticket. Is there a way to create a macro where the team can just do something like +10m would equal adding 10 minutes to a ticket? would save us a ton of time
Cannot send reply with the Help Center
Our customers are experiencing issues using the Help Center. Whenever they try to add a ticket or reply, the "Send" button is grayed out. Did someone had this issue before? Unfortunately Zoho internal support could not help us in timely fashion.
SEO: Knowledge base and community referencing in search engines
Hello, We are working on SEO and would like to analyse how well our client portal knowledge base and community forums are referenced by search engines. To start analysing some search engines (for example Yandex) require to confirm the rights for the website. There are the following options to confirm the rights: 1) Insert the code in <head>. <meta name="yandex-verification" content="111222333444" /> 2) Put the following html file with the following content in the root catalog of the website yandex_111222333444.html:
Do more with live chat, thanks to SalesIQ.
Live chat just got a lot more functional, flexible, and customizable, with our new and improved integration with Zoho SalesIQ. With this integration, your chat channel is now powered by SalesIQ. The integration runs both ways, so users can access chat tickets from the SalesIQ interface as well. Operations that can be performed on SalesIQ can now be performed from the Desk interface too. Here are a few key details of the integration: More functional Real-time chat translation (powered by Google
Access Ticket and Thread information in a custom function to send email
Hello, I have a custom fonction which looks like this : sendmail [ from :zoho.adminuserid to :crmAccountWatchers subject :"[#" + ticketId + "] " + contactName + " from " + accountName + " has submitted a new ticket on 360Eyes Support" message :"Zoho Desk CRM Account Watcher notification A new ticket has been submitted at " + createdTime + ". Department: 360Eyes Support Account: " + accountName + " Contact: " + contactName + " Email: " + email + " Classification: " + classification + " Priority: "
SPAM breaking Workflow
We have two problems related to SPAM and Workflows. I have used a Workflow to prevent New Tickets from being opened by the Email "channel". The workflow sends an Email alert back to the originator with instructions to use our Portal. Since there is no way to prevent the email from opening a ticket, the workflow also closes that ticket. Two other Workflows are triggered by all tickets opened or closed that were originated by any "channel" other than Email to handle normal Open/Close notifications.
Contacts
Anyone have an issue with their contacts list? when a Client sends an email, their email/name is different from the actual email of the client which makes it so confusing as the sender name is different from the actual name of the sender. It seems like its just randomly selecting a contact from our client list. But when you hit on the Reply button, the email seems to be correct tho. Help?
Some messages on ticket message threads are being displayed in collapsed mode
This is a rare occasion but it does happen anyways and our users get confused when it happens. You need to press on the title bar of those messages to be able to uncollapse and read them. I couldn't find any relation between those occasions/tickets/threads. Refreshing the page doesn't change anything.
Identify Zoho Desk inactive accounts
Hello, We would like to run a campaign to identify accounts who didn't have any ticket actvity since 4 months. I tried to get this list of inactive accounts using Zoho Desk internal reporting system and Zoho Analytics but I couldn't aggregate the last activity date for each account in order to filter. Thanks for your help. Leonard
WYSIWG only available when creating the ticket?
Is there no way to utilize the WYSIWYG when adding notes to your Time Entry and/or Resolution?
Twilio Phone Problem with Windows 10
I have two Windows 10 computers which I can't get the Twilio phone integration to work on. The problem is the agent cannot set their phone agent status as online - (the loading circle stays there forever). Also the agent cannot play voicemails which are left as tickets. I have tried Chrome and Edge browsers and both have the same problems. I have also tried Chrome incognito mode. I have several Chromeboxes on the same network and the Twilio integration works perfectly on those machines. Can anybody
Is there a way by which we can perform global search by specifying some particular modules
Hello, how can we perform global search by specifying more than 1 module, .i.e., we want to perform search but only in contact/account and not in ticket module.
Two Factor Authentication For End Users
Hi There, After talking with one of my customers today, It was informed to me that it would be a great feature to be able to have two factor autentication for end users with Desk. Customer brought up this concern because of the identify theft cases in our area recently and I told my customer I would pass it along for suggestion. I think it would be valuable to have this so my customers whom are afraid of someone hacking them, This would put those worries to rest
New ticket email all marked spam, replies marked private
I have configured my external email server to forward all mail sent to zsupport@mycompany.com to support@mycompany.zohodesk.com I have also added the zsupport@mycompany.com as the From address in Desk with SMTP information and marked the original support@mycompany.zohodesk.com address as INACTIVE All emails sent to zsupport@mycompany.com end up in the Spam TIckets folder until I mark them as not spam (examples include tickets 126 to 131 with 130 and 131 still in the spam folder) Once I mark a ticken
[HOW TO]: Verify your domain with ZoHo Desk and CloudFlare
Cloudflare hides records for security reasons. When you have the proxy setting (orange cloud icon) enabled for a DNS record, Zoho Desk will not be capable of validating the verification CNAME. Disable the orange cloud, wait for a few minutes while Cloudflare's TTL for the record refreshes, and then verify the domain again. Once verified, you can re-enable the orange cloud for security reasons. (Protects against DDoS and DoS attacks by hiding your support portal's IP) I hope this helps people who
Password Reset and New Agent welcome email not delivered?
For some reason we cannot get the password reset emails or when we add new agents we do not get the welcome email for them to activate account. We tried using multiple emails addresses and none of them seem to work? Can you help?
Suspending end users (Like Zendesk)
Hey Desk Team, Providing some feedback for you to Improve Desk's "Deactivate User" feature for end users As a Zendesk customer from many moons ago, I loved a feature that they have which is similar to what you have as "Deactivating a user", Zendesk has "Suspend User". With their feature, Once you suspend a end user, Their login access is disabled (what is available now in desk), plus support requests cannot be created and are marked as suspended or spam tickets. They also cannot attempt to create
Show all tickets in the Help Center
Is it possible to show all of the tickets from a department within the Help Center instead of just the tickets that have been raised by the customer? For example we forward tickets to Zoho Desk from another piece of software, can these also be shown in the help center?
Connecting to a third party database
Hi everyone, I've been testing Zoho Desk for a few days and am quite satisfied with it so far. Question: 1What do I do to connect ZD with third party database. It is our custom database where we keep the track of the clients' projects and payments. I need ZD to connect to our database, fetch current user's record (identifiable by user's email address) and show some of the variables on particular places (say custom account fields). I need this in both agents/admin portal and in customer's portal ("Help
Default Department when adding Ticket
I am configuring a new Help Desk and only need two different types of Tickets with entirely different sets of fields. I also need more than a two level hierarchy in both Community Forums and Knowledge Base. While the KB can handle more, the Forum's cannot. The only way I could manage this was using more than two departments. The problem is that the the Add Ticket widget requires the selection of Department and the list not only includes several that won't have tickets but they are ordered alphabetically.
Can't initiate ticket to customer
I would like to confirm that we can't initiate a ticket to customers? In other ticketing systems I used such as Freshdesk, when someone switched from sales to being a client I was able to use the ticketing system to send a solution and intro documentation to the client and from there they could continue to ask questions (tickets). It doesn't make any sense that tickets can't be initiated and sent to clients in Zoho. If this is not a feature please add it ASAP as an option for those of us who would
Get Ticket Owner (assignee) information from ticket payload
Hi Zoho Support, I have a doubt, Do you plan to add "assignee" information like "contact" info in the ticket payload for ticket update events? This info about Ticket Owner would be so helpful as contact info. "assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "",
"id" : "1892000000056007",
"email" : "jack@asdad.com"
}, https://desk.zoho.com/support/WebhookDocument.do#EventsSupported#TicketUpdateEvent Regards, JCN
Desk API idea to include last modification time to contact
Hi, I would like to propose adding last modification time property to contact resource. It would allow to use additional ways than webhooks to fetch contact updates. Do you find possible to implement this in future API revisions? Best, Lukas
Send Email feature (like Freshdesk)
(I don't believe there's a way Zoho desk can do this function at the moment. If that's the case, I'm suggesting this as a feature. If there is a way, please enlighten me!) Very happy with our switch from Freshdesk to Zoho desk!! At this time, there's only one feature we used in Freshdesk that we wished we had in Zoho desk... The ability to "send an email". See this page for details. In Freshdesk, we had the ability to send an email which would create a ticket WITHOUT the new ticket notification.
Looking for a Last Month filter
Hi, I need to know how many of a certain type of email we have sent last month. If I search for the email by title I get all the emails but in the filters on the left, there's no ''Last month'' as you can see below. I tried doing an advance search but that didn't help. If I could make a search and set the start and end date it would help but I can't. Do you have any suggestions? Thank you
Zoho Desk Community Digest - February 2019
Top Product Announcements The force is strong with this integration Defining Business Hours and Holidays Integrating Zoho Desk with Zoho CRM Ticket Status Dashboard Other Product Enhancements Date picker in Reports Tags in Automation Criteria Product Link in Ticket Detail View Option to search by Product in the global search bar. New Extensions in Marketplace Asana Trello Mailchimp (Paid) Survey Gizmo (Paid) Webpower (Paid) All extensions are available in our Marketplace here. News & Updates
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