How to know which contacts have time to be invoiced?
Just moved from QB to Zoho Books and now working on using the integration between Desk and Books... I see that if we go to a contact, we can see time and generate an invoice from that screen. That looks slick. Question: How do I know which contacts have billable time in the first place? We have hundreds of contacts and it would be helpful to be able to see just a list of contacts with billable time. Even better would be to see a consolidated list of time that is billable (and generate invoices from
Print Knowledgebase
It would be nice to have an enhancement where users have the option to print the Knowledge Base articles.
How to assign a Customer/contact to a department in Help Center.
We are a school system with 8 different local school buildings. All of our teachers/customers access the help center by signing in and are registered. I'm trying to find a way other than having a department form drop-down box to have their tickets show up to their respective buildings/department. The reasoning behind this is that we have to physically visit these buildings as our tickets are for broken equipment, and I need to know where I am going. (Building 1, 2, 3, etc) Example Math teacher in
What means "Module" in the Desk comparison table?
We are going to expand the use of departments and blueprints on our Desk subscription. I was looking at the limitations for these points to be sure if we were going to fit into them. When I look at the feature comparison list, I can see that we are allowed to create "20 Blueprints per Module". I can't find the definition of a "module". What does it exactly mean? Is a "module" the same thing as a "department"? There are some limits which use the "department/module" definition which makes it look like
Notifications not working as expected
Hi, currently we have the following scenario with the following issue: customer creates ticket -> direct assignment rule is triggered to assign the ticket to team A (always) workflow rule with ticket notification on ticket "create" is triggered to notify all team A members one support member from team A assigns the new ticket to him (as team assigned ticket) and works on the ticket support member changes ticket status -> workflow rule is triggered to notify all team A members on ticket "edit" support
How can I locate the list of common fetch commands
Hi, Ive been trying to look through the KB and community, but cannot seem to locate the name of fetching functions like this one: ${Cases.Request Id} What is the recipe and how can I get my hands on a list to optimize our system? Thank you! Kind regards, Casper
Bybrand now integrates with Zoho Desk
Hi, Today we have taken an important step in the evolution of Bybrand. We launched Bybrand integration with Zoho Desk, and soon we will have with Zoho Mail. One of the many challenges for support teams is standardizing email communications. The integration
Issue: Responses sent multiple times from Zoho Desk
Hi All Im afraid we are facing an issue with Desk where responses from Desk are being sent out multiple times. We have all hands on board and we are working on fixing this. I will be posting a follow up shortly as soon as this is fixed with the RCA. Appreciate your patience in the meantime. Regards Aarty
Duplicated tabs
Is anyone else seeing this issue today? All our tabs in the customer facing portal have been duplicated. I've put in a ticket but not getting a response yet.
How do I stop views from defaulting to last 30 days?
I'll set the view open tickets (as well as others) to show more than the last 30 days as well as more than 20 tickets and it will work for a while but then again and again defaults back to 30 days. We don't only use tickets for service issues that get resolved quickly and it can cause errors if employees don't see tickets. Besides, if a ticket is still open, why would you ever want to automatically filter them out of view just because they are older than a certain date? Lastly, if I create custom
Shout Out To AWESOME Support Agent
Hi, I wanted to reach out and provide some feedback in regards to Venkat from Zoho Desk Team. Venkat is caring about his customers whom he interacts with. Venkat is always willing to help regardless of the situation. If he does not have a solution, He assures you that he will check into it and he definitely updates you within a reasonable time frame. I've expressed my feedback to the Desk Team Manager and also the Global Support Manager. I really wanted to post here so you all can hear the
New Zoho Desk implementation here.
I'm looking over the guides and I can't seem to find what i'm looking for. We are school who is wanting to replace our old IT Ticket software. We demoed Zoho desk and it looked like what we wanted. But i'm struggling on how to add our teachers. The whole concept of customer/contacts seems odd. We use Active Directory and GSuite. I'm saw something about inviting the users but then it made us create another password. And there doesn't seem to be any control over the users. They seem to be treated like
Bad SSL Cert?
Customers trying to access our support site support.packetviper.com are getting a bad cert message. If they try to proceed they get a blank page.
page intouvable
Bonjour Quand je reçois par mail la notification comme quoi une requête m'est attribuée et quand je clique sue le lien j'arrive à une page d'erreur "page introuvable" Je pensais que celà venait de mon ordinateur et peut-être de mon webmail mais cela arrive à d'autres personnes : ci-joint 2 capture d'écran Merci et bonne année 2019
Desk: Custom Fields in E-Mail Templates
Hi, we have a Custom Field called "Anrede" (pick List for different salutations). how can i add this field as a placeholder in my E-Mail Templates or Snippet? I cannot find a way to find out the Name of this custom field e.g. ${Cases.Anrede} Thx Marc
Profile Picture Resizing
The platform (Mail, Desk) distorts the user profile's picture, and that picture is the one sent to customer using Zoho Desk, for example. Please make it respect proportions of the picture sent.
Customize Help Center
Hi guys, we would like to customize our Help Center with company branding. Therefore our UI/UX guys would like to change/add CSS files, but it seems not to work. How can we connect to: https://accounts.zoho.eu/accounts/signin?_sh=false&portal=30000740664&client_portal=true&servicename=ZohoSupport&serviceurl=https%3A%2F%2Fdesk.zoho.eu%2Fportal%2Frunmyprocess&service_language=en (non of our Zoho accounts work) We would like to edit the CSS on this page, but it's not working: https://css.zohostatic.eu/iam/m4007.38/accounts/css/signin.min.css
Zoho Desk Down?
Hello We're unable to work, getting error when trying to log into zoho desk Sorry, the page you have requested was not found Please check the URL for proper spelling and capitalization. If you're having trouble locating a destination on Zoho Desk, try visiting the Zoho Desk home page. ← Go to Home Page Please advise Any ETA on a fix?
Edit fields in ticket info & two signatures (2 questions)
Hi forum, I have two questions. 1. I would like to have to ability to change the 'channel' field while using ticket-peek, how can I determine which fields appear there? I was able to add a new field, but I'm unable to see a way to add channel. We need this, for example, for when a customer sends us an email and we need to convert it into a phone call and call the customer. Attached is a picture showing what I'm talking about 2. Can I have two different signatures and then switch between them while
Implement keywords lookup from API
Hello We used API to implement search engines on KBs that we made in zoho. Is there any way to implement the 'failed keywords' section of the KB so we can see which failed keywords we have by the API search? I'm talking about the attached image. Thanks!
Create a Bug (ZProject) using Custom Function and Blueprint
Hi there guys, I'm wondering if any of you have tried and got this working I need to create a BUG on Zoho Project/BugTracker when certain criteria is met on Zoho Desk (using Blueprint) but I don't know how to do it since I'm quite new at coding with Deluge. Can anyone help me out with this one to have some starting point at this :)? Kind Regards
Not being able to assign a "TEAM" to a Closed status used Blueprint transition
Hi there guys, as the title implies we're having some issues with certain actions triggered with our Blueprints given that when we make that a certain transition triggers a UPDATE FIELD on the Assignee/Ticket Owner on Desk to a TEAM and that status corresponds to a CLOSED status-type it stays as "Unnasigned" and is not being assigned to a Team properly. Please do let us know if this is intended or it's due to a bug or how to fix it. Kind Regards. Christian
Major Status/Viewing Bug
Steps to reproduce: 1. Go to setup and rename a status that is in use and assigned to a number of tickets. As an example, rename "Waiting for Response" to "Waiting for Client Response". 2. Bug Example 1: Now go classic or compact view and select "Open Tickets". Every ticket that had the status "waiting for client response" will have completely disappeared. 3. Bug Example 2: Now go to Kanban Status mode. In this mode you would think the tickets with the old status of "waiting for response" would at
certificate error
Certificate Error SO Stephen Oles Discussion 10 months ago I recently added a support subdomain to my site using Domain Mapping which links to https://desk.cs.zohohost.com and now the link is not secure and throws a certificate error. How do I ensure me and my clients are using https? desk.cs.zohohost.com
Ticket Bundling with Use Case and Suggestions
I know there are plans to allow bundles of tickets to be tied together, though I cannot find the thread about it. Can zoho tell us if this is coming any time soon? Here is our use case and desired feature list: 1. We use tickets to track a lot of issues as we are closing out projects (as well as doing annual maintenance support on large sites) so it's not uncommon to have 10 or more tickets for the same account. This really starts to fill up the department board, and when looking at a ticket you
Zoho Desk Feedback widget is not working
Looks like problem with Zoho Desk Feedback widget continues. Right now now Feedback widget JS call is failing. Due to that, widget is not opening at all. I hope it won't take a week, like last time. Check the screenshot.
Workflows Question
Hello, Glad to be here! I hope you can help me with this question. Is it possible to create workflows that they modify fields in accounts when modify fields in tickets? As products, operation status, contracts or a numeric valor? The idea is that the agents don't have to go to accounts module to modify/update this information. Thank you in advanced. Mario
state change rule
Dear,
I have a rule called: Switch to: Closed waiting for client response.
Which has a series of conditions. One of them implies changing after a certain time (45 HH) from one state to another. State1: Waiting for Update to State 2: Closed pending customer response. (Image 1)
I changed the status of many tickets on December 4 at 11:21 am so today December 11 at 11:21 should have changed.
The problem is that he did not. Attach example evidence for ticket # 4262. (Image 3)
Deputy working hours
I can not edit client portal
Dear,
Help I can not edit the fields so that my clients do not see some options.
I need you not to see the "Comment" option from your portal. (Ver imagen 1) I can not edit anything (Ver imagen 2 and 3)
Can I get a list of failed searches that our users may be making on our Zoho Desk Search?
Hi there, Looking to check if there is way that we can get a list of searches that our users made on our knowledgebase that we have hosted on Zoho Desk? This enables to know what our users are searching for vs what we may not have articles or FAQs around. Kindly let me know. Thanks.
Ticket Comment Formatting problem
Yesterday or possibly the day before I started noticing that when I add comments to tickets Zoho adds line breaks. I try the Clear Formatting button and save my ticket but the line breaks remain. I have to go edit my comment again, clear formatting and look for weird added line breaks to manually remove. This didn't happen prior to a day or two ago. Can someone please comment? Thanks OS: Win 10 Browser: Chrome 70 Edit to add more info: paste some data in a comment > ctrl + a > clear formatting >
rotative turn
Dear,
Can more than 50 records be assigned for the rotating shift? (Imagen 1)
Not receiving helpdesk notifications through outlook
Hi there, I have notifications enabled through my Zoho Desk settings, but I don't receive notifications through email (outlook). I compared them to my colleague's settings that are the same. Is there any recommendation you can give, is this a known problem? Thanks for your help
Text strings in replies get separated
We had this problem since a long time but we couldn't exactly find out that it was caused by the system instead we thought that it was caused by the oversight of our agents. We started to suspect about it being caused by the system recently. Please inspect the attached images. The string "entire" in the text seems to be normal when editing it but when the agent saves it as a draft it becomes separated as "entir e". This problem doesn't happen all the time and when it happens it does surface only
Speed Up Interface
Is it possible for you guys to include an option that users could toggle on and off that would enable a stripped down interface? It is soooooo slow because there is so much complexity and a ton of CSS. I would love to strip out the animations between page loads and departments, take out the drop shadows everywhere, take off the animation to open the fly out menus on tickets, remove the animation on the settings pane. All of this stuff just makes the interface feel slow and pokey and it does not need
API Ticket Creation Failing
Hey there, i'm currently building a tool to create tickets programmatically in PHP. The OAuth part is working fine, also requesting the orgId and refresh the token via refreshToken. So, the authorization should work. When createing a ticket, i always get an {"message":"Error while processing your request"} Even using just the basic requirements (...with correct IDs ;) ) curl -X POST https://desk.zoho.com/api/v1/tickets \ -H "orgId:XXXX" \ -H "Authorization:Zoho-oauthtoken 1000.XXXX.XXXX"\
Notifications for agents in rotation
Hi, we have agents making support in a rotation schedule. The tickets are assigned to an agent associated to a team. if a customer replies the assigned agent receives a notification, but the initially assigned agent is probably not on duty. How can we notify all agents of a specific team, even if the ticket is not assigned to a team but an agent? Example: Mo: Agent A is on duty and takes ticket 1 Tue: Agent B is on duty, customer replies to ticket 1 -> Agent A is notified, but Agent B should be notified
issue after integrating ASAP feature when application is open then it will display warning dialog that shows message Incompatible android OS
When application is open then it will display warning dialog that shows message Incompatible version of the android OS and may behave unexpectadly.
Integration of custom fields between modules.
Integration of custom fields between modules in Desk would be great. i.e. A custom field created in the Accounts module can be viewed in the Ticket module. Currently, this only seems possible via custom functions.
Certain User not receiving TEAM NOTIFICATIONS
Hi there guys, We're dealing with an issue regarding a certain issue on our end specifically with Natalia Labrin --> nlabrin@innovasoft.cl since she's not being notified through mail when she's the owner of a Ticket or part of the Team assigned to that ticket. Some time ago we had a similar issue with Zoho Sites since Natalia was the one that used the "TRIAL" period with you guys and after that we subscribed to your services (Zoho One), at that time she couldn't be assigned to Zoho Sites as an user
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