Automatic Closure of Tickets
In our support flow, we use the method to not close a ticket ourselves, the customer needs te do this. When we handled a ticket, then we 'offer' the status Solved to the customer and the customer needs to Close the ticket (via portal) when they accept the solution which solved the ticket. The thing is that a part of our customers use this method and a part doesn't. So what we want to implement now, is a automatic rule in ZoHo that will Close the ticket after 2 weeks of idle time after 'offering'
Extension developers
Hi I am brand new to Zoho, about 4 days, and the plan is to build an extension to Zoho to integrate into our companies platform and extend Zoho to our customer's specific use case. Are there any sample extensions we can look at. The area where we lack understanding (at the moment!) are 1: creating the HTML, for example how do we use the Zoho stylesheets etc in our HTML code? 2: best practice for hooking up front end events to custom javascript code 3: can we / should we use angular as a framework
Custom Views in Desk
Hi, I've set a custom view to show only Open, Escalated and On Hold tickets yet this results in no tickets being shown in the custom view... So this is pretty simple right? What am I missing? I'm just creating a view so I don't have to keep constantly using filters to see what I need to work on/follow up on.
Communicating with other ticketing systems via Zoho Desk
I'm wondering if anyone else has had this issue and what they've done to resolve it. Many of our clients are IT service providers who use ticketing systems of their own. Often, we email their ticketing systems from our Zoho Desk instance and have noticed that other ticketing systems will often strip the [##<ticketID>##] field from our subject line and then their ticketing system auto responds saying they've opened a ticket for us on their side. Any further communications to and from them don't get
Why you do not send new ticket / ticket closure notifications?
Hello guys, You have such a functionality to send user notifications on reception or closure of tickets. However you yourself in your own support are not using it. You just reply without any standard notifications. May I ask you to ask your managers why? Do you thing it is a best practice or you miss some functionnlity that doesn't allow you to use it properly? Thanks in advance. Andrey
Have someone find a solution for bilingual support?
Hi, we have to serve clients in English and some in Fresh. Did someone have found a solution to be able to separate support with 2 languages? I've been told to used multi-Brand but I'd like to know if someone is using it?
Migrate to the new live chat, powered by Zoho SalesIQ
A few weeks ago, we released a more flexible and customizable live chat solution, powered by SalesIQ. With this update, you can now get the best of live chat and insights right within your help desk. The SalesIQ integration runs both ways and lets users access chat tickets on either of the two interfaces. You can read more about this integration here. We're always improving our solutions, and we encourage you to make the switch to the new live chat today. If you are currently using the live chat
Changement de mail pour un agent
Bonjour Je suis administrateur Zoho et je voudrais modifier l'adresse mail d'un agent actif et c'est impossible !! Comment faire ?? Cordialement
We're discussing agent productivity, join us!
Our next ATE session is back and the topic of discussion is Agent Productivity. Head to our Community Learning Series to view the features in discussion and drop in your questions. Our experts will be live in a few hours to field all your questions! Take me there >>
Departments Count have exceeded your plan
Users are getting this error in Zoho Desk when attempting to enable Departments. Cannot find anywhere where we can see our Departments limitation, or how to increase the departments limitation (only user licenses).
Chat - Canned Messages
Is there a code we can use in our canned messages to pull the customers name they provided when the customer initiates a chat through the live chat within Zoho desk. Almost like when you are creating a email notification template, you can use "${Cases.Contact Name}" and it will auto fill it with the contact name that was imputed on the chat menu. I want to do this for our canned responses. I do not want our agents to "accidentally" forgetting to input the customers name when using a canned response.
Integrate Desk with other Zoho Products
I already have Zoho invoice and Zoho Assist. I am trying a free trial of Zoho Desk but none of my customers show up, my company logo, nothing transfers over. Is there no way to get the data located in Zoho invoice over to Desk? Also, I would like my customers to be able to log into their Zoho Invoice Portal and create tickets for Zoho Desk. Is this possible?
Problem when marking a contact as an End User for the portal
I've created a contact view which filters the non-portal users. When I try to select one of the records on this list and try to add them as an End User then I do receive a warning message stating that this user has already been added as an End User to the portal. I don't have the option to disactivate this user as an End User but only the option to add them as an End User.
Add Multiple Fields to an Account
In Zoho Desk -- Accounts dont have a lot of fields. I want to add a field/Menu Item (dont really know) - much like the "Comments" menu in the Account. Have the ability to add more and more information while keeping track of the history. How can I achieved this? Thanks
Custom Voip SIP provider
Hi, I've seen that is possibile to integrate phone in zoho desk, I see I can attach it to some standard providers and to asterisk. It's possible to configure a custom ip voip trunk of another provider, I've URI, domain and user/password. It could be great for me
Zoho Desk Domain Mapping Issue
Hi, The domain mapping is not working from step 2 (see screenshot). I've done everything correctly and double checked it. Please help.
The KB Editor is automatically applying spacing to paragraphs when an article is edited
This spacing is being added before the lines. The editor doesn't have any spacing editing feature. We already tried to "clear the formatting" and then apply a font size to the paragraphs but the result didn't change. The editor shows the text without any spacing but when the article is released then the spacing is applied to the final page. We aren't copying and pasting any text to the editor when editing them. The original texts are being pasted from other sources which don't have any rich text
Paste image changed?
Hi I noticed that pasting images to replies was changed lately, something about it seems off now I can't properly resize image, I have the options of "original, best, small, remove" and when I try to manually resize the image it goes BERSERK and does some weird ultra-shrink to images with every slight movement of the mouse. Does this sound at all familiar?
Input time from tickets into ZOHO BOOKS Projects
Hi We are IT company for SMB's. We deliver services and we sell contract with Hours. For example, a customer can buy us 20 H/year or 40Hours / years. We manage contracts as projects in zoho book. Then we create a project with 40 hours. Each time a engineer goes to the custormer for maintenance, he input time in the project in zoho to debit the project. But in our contracts time from ticket should be debitted to the contract to. For example, if this customer has an issue and a ticket is created,
Can you enable ZIA in mi Desk portal
Our trial is: https://desk.zoho.com/support/berninisoftware
Format Text
Hi All , I need all the responses for tickets to be going out to the client on Verdana with Size 8 and left aligned by default for all the agents. How could I achieve this please . Thanks in advance !
Email forwarding
Hi guys, i want to forward my mails to Zoho Desk but they never show in the help center. I contacted my mail-server company an they tell me in their logs they can see, that mails from their server was sent. But they never show up in Zoho Desk. Everything i did was according to the manuals of Zoho Desk. Any ideas?
There is no way to edit the user information in the help center
I've tried to edit the names of some active users on the help center but I couldn't find a way to perform this task. The "users" section of the help center has editing capabilities for user accounts but it does directly link to the contact record on the contacts module when you press on the user name in the help center user editing screen. Editing the contact name on the contact module doesn't affect anything for the user record of the help center user record.
The force is strong with this integration.
You read that title right. You can now integrate Zoho Desk with Salesforce, and pull in a whole lot of customer context to boost your customer service efforts. This helps bring your sales and customer support teams closer together, without having to wait around for updates, or even switch applications! The integration, authenticated with OAuth, allows for one-way or two-way sync of customer data. Customer information gets pulled in from Salesforce, and can be updated either in bulk or periodically
Blueprint Update Thread
I'm asking what I think is a stupid question, so bear with me. We're working with blueprints and our desire is to have a system in which, as we transition through the blueprint, it adds canned messages to the thread. For example, we would want the ticket owner to add a number in the response field of the blueprint. Then when the transition takes place, it posts a template message to the thread using that number as a wildcard so that the message is slightly different each time the blueprint is
The Contacts and Accounts modules don't display the record counts on the starred views
When you switch to the starred views on the tickets module then you can also see the count of tickets in each of the starred views whereas the contacts and accounts modules don't have this feature. I think that this is a bug because the feature to display the count of records on starred views seems to be in place on the ticket module.
Span Tickets
Hi I would like to disable the anti-span in my Zoho Desk. What I need to do ?
Creating a report
Hi, I need help creating a custom report in Zoho desk. If you could guide me I would really appreciate it because I just don't understand how to create the report with the tools provided. If I click on reports, I can easily download an overview report and change the date range. I would like to take that same overview report and add/remove a few columns if possible so It looks like this : However I just can't figure it out. We do customer service and handle mailbox for over 20 clients. Ever since
Timestamp for Chats in Zoho Desk
I am trying to assess the volume of chats we receive and at what times through the chat feature in Zoho Desk. Unfortunately I cannot seem to get a report that pulls the accurate time that the chat occurred/ was submitted. I was trying to get the information through the "ticket created" times, and due to the variation in the time delay between the time that the chat can be concluded and when it gets converted into a ticket, it was not possible to accurately know the time that the chat actually occurred.
Unable to Get Onboarding Manager To Respond
Hello, I'm sorry to have to write in the forums for assistance, but our Zoho Desk on-boarding contact has stopped responding to emails entirely. I've consistently had gaps of a few days in communications with him but it's now been a week (and two prodding follow-up emails from me) since he promised to get back to me with an update. He was working with a data migration team to import CSV data we'd supplied from our Salesforce account into Zoho Desk (because we needed our ticket comments imported,
Add/edit CRM notes via Desk
Is there a way to add notes directly to CRM from ZOHO desk without needing to open CRM? Our agents can see the notes left with a customer profile via ZOHO desk but there is no way to add them without launching CRM. I would like to be able to add them directly from ZOHO. Any assistance here would be appreciated.
The system default "Fallback to default" setting of the "On Hold" status does mess with the Blueprint reports
You did recently enable the beta version of the newly designed "On Hold" status for our account. We also do utilize the Blueprints. The blueprint reports include a dashboard called "Blueprint Dashboard" which has a subreport called "Transition Occurence". This report is being populated with the unnecessary triggerings of our tickets in "On Hold" status because the customers do respond to their tickets when they are in this status and the tickets automatically fall back to "Open" status. Then we need
How to enforce two factor authentication for all users
Hi Team Is there anyway to enforce the use of 2FA for all agents logging into Zoho Desk. I am aware that each user is able to do this themselves but I want to make it mandatory for all agents so that I can ensure it has been done and is not disabled by anyone. Thanks Sam
Signature during the creation of the ticket
Hi Zoho support, Good Day. Referring to the title below, is that possible to include the signature & Snippet during the creation of the ticket. Is very troublesome for us to keep on copying the signature all over again. Thank you. Best Regards, Tsang
I can´t modify my own help center for customer
im using zoho desk, and i create a customer portal so that they could create tickets. but i want modify this portal and add features by HTML. but this option does not appear. I remember that it was possible before
Is there a limit to the number of BLUEPRINTS I can create in ZOHO DESK?
Is there a limit to the number of Blueprints I can create in ZOHO DESK? We are in the Enterprise Edition.
Verification failing when linking domain with hostmonster.com
We are trying to link www.support.alfaris-it.com domain name with customer porttal. we have added the CNAME and value for desk.cs.zohohost.com in our domain records .But still getting verification failed. We have checked with with domain support team they said everything configured properly from their end.
Add Invoicing at Account Level (not just contacts)
Starting to work out our workflow for invoicing from Zoho Desk and we've come across a challenge... We have Clients with multiple contacts who receive support through Desk. We need to be able to create an invoice that rolls-up time from these multiple contacts within the same account. Scott
How to Prevent Bounced Emails from reopening tickets?
I am having an issue with bounced email messages reopening closed tickets. We are copied on a lot of automated notifications that are sent to customers that come from "noreply" type emails. Sometimes we have to address these notifications and we reply to the original notification email that is sent to us. Usually when we reply to the ticket, we are closing it at the same time. However, the "noreply" email gets included in the response and we receive a bounceback email that is sent directly to our
Web form not creating ticket inside of Zoho Desk
My recently created web form is not adding the tickets inside my Zoho Desk it says form send succesfully but nothing appears as new tickets
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