Organise Workflows
It would be nice for the possibility to organise the order of workflows, the more we set up the harder it becomes to find the ones we have created
Cannot access my Zoho Desk Agent account
Hi, Can I ask a question about Zoho Desk? I have an agent account but haven't logged in for a while, today I tried to log in but there's a issue as below: 1, go to desk portal: https://desk.zoho.com/portal/veloscientsupport/home 2, click "Sign In" at the upper right corner 3, click "Are you an Agent? - Login here" Then below "Sign up for Enterprise Plan" page appeared, not the sign in page. How can I log in my agent account? Thanks very much! :)
Issue with Emails not forwarding into tickets
We have a major issue which started occurring on Friday evening where emails are not forwarding into tickets. I submitted a Zoho Desk Support ticket over the weekend but have yet to hear a reply. Can someone at Zoho please contact me back.
Customer ID
Hi, I would like to have unique customer ID to use as referral code in zoho desk, is it possible to has it ?? Thanks Louay
Default values don't get pre-populated when receiving emails but is pre-populated when creating them manually
We did create some new required fields on one our layouts which all have default values. These default values don't get pre-populated on new tickets when we receive new emails but are pre-populated when we create new tickets manually. We have over 10 of these fields on this particular layout so it gets very tiresome for our agents to select the default values on them to be able to modify anything on the ticket. All of these fields have the same 2 values where one them is the default but the new ticket
Blueprints can't be saved since yesterday
We did encounter a problem which involved saving the modifications on blueprints. We were working on 2 different blueprints and after a while we started having a problem to save our modifications. The problem did sort out on one of the the blueprints later on but the blueprint for our "Parts" department still can't be saved. Please solve this problem asap because we are planning to start to use them starting Monday.
is there a view where I can see "My Team's" tasks
Thanks!
Department Signatures - Only Working For One Department
Hello everyone, We've just been finalising adding signatures to each of our departments - thank you Zoho, a great feature! One thing that we have noticed is that the e-mail signature is added to replies to tickets but only for the first department that we tried it on. It's not adding the relevant signature to tickets in other departments. I have set up the signature for department1, department 2 etc. and they have been saved so not sure what I have done wrong? Would somebody be able to help me please?
New 'Recent' feature in Community needs the forum name adding
Hi, I didn't know where else to post this really but guessing it's a Desk feature generally -- personally I don't use the Community channel in my own Desk setup. The new 'Recent' listing is fantastic for keeping on top of new posts but it's confusing as you don't know which topic is from which forum! The Recent listing therefore needs the name of the forum including in my opinion. Mark
Email department dont get any emails
Hi I have added several departments and several emails. But the only email that work is the email that is standard (support@....) and not they I have made. How to fix this?
No Auto Assign for CSV Tickets
Hi, So we have been using Zoho Desk for a while now and most of our tickets we either get via Email or via a CSV dump. We want to auto assign these tickets to our agents based on certain criteria however, the system only allows for Email tickets to be assigned via Round Robin. CSV tickets have to be assigned manually. This is definitely an issue. The Round Robin should apply irrespective, of the channel of the ticket. Regards.
TextNow Integration
Would love to see Zoho have an integration with TextNow to place calls and texts to customers within Desk. Right now I am having to use an external desktop application and It would be nice to stay within the Desk platform. TextNow offers great pricing and I feel other Zoho users plus myself would benefit from this
A few problems in Books integration with Desk
1. If I change the item name on the invoice, it no longer associates the invoice with the ticket. 2. If I change the item name to an existing item, it does NOT honor the price list. 3. I feel that time should be billed in quantity, not in dollar amount. For example, if it is 15 minutes at $100/hr in the ticket, it should show a quantity of 0.25 at a price of 100.00.
Missing Attachments in ZohoDesk
Yesterday we received an email with 10 attachments (5 pdf and 5 eml), but when we looked at it in ZohoDesk, we only see 5 attachments (only the 5 eml). Note: Our tickets in ZohoDesk are from our Gmail box. We checked in Gmail and it showed us all the 10 attachments. A support ticket was sent yesterday and still awaiting response. This is a critical issue for us. Please assist asap.
how can we configure which fields show in "case view"
Hi, When I've opened a ticket I want to be able to see all the critical fields in the "Ticket Properties" area (see attached). How do I configure which fields show in this view? Thanks
changing ticket template
Hi, When we have tickets coming in via email we haven't categorized them yet so we want to be able to set the ticket template AFTER it's been created (and assigned to an agent). How do I achieve this? Thanks
is there a way to see all "draft conversations" across all tickets you have access to?
Hi, I would like to have a view where I can see a list of all "drafts" that I haven't sent for tickets?
how do I sort the list of tickets?
Hi, If you see in the attached compact view - I would like to sort the tickets based on criteria. How can I do that? Thanks
default department selection
Hi, How do we make the default department selected on the top right of Zoho Desk always default to "All Departments"? We have lots of members who belong to different departments and for some reason Zoho desk reverts back to one of the departments and then agents miss lots of tickets. Thanks
Get an api token without expiration date
Hi Zoho Support, Is that possible to get a API token without expiration date? Regards, JCN
Help me please! urgent
I have an end user that he cannot access because he gets a message that the user doesn't exist, however i have already added. Could you help me?
Refreshing Dashboards
We want to add a Large TV/Monitor to our support room that has a Dashboard with ticket data, analysis, etc. We want this to refresh so that the data is current. Has anyone successfully implemented this style of Dashboard using Zoho or with another 3rd Party Dashboard app that integrated with Desk? Any help or suggentions would be greatly aprreciated.
Time based phone routing
Hey guys, Is it possible to route calls that come from a Twillio phone number depending on time? At the moment it only gives us the ability to present an out of office message, but we need to support our customers 24/7, even when our office is closed. We have a reception service to answer calls after hours, is there a way to automatically route to this service, based on time or no active agents?
Spacing issue
Dear support team, Kindly refer to attached GIF. The issue occurred during replying ticket to clients. Kindly advice accordingly. Thank you. Best Regards, Tsang
Can't add user to a department
I'm getting an error saying "The number of agents allowed by your license has been exceeded. Please upgrade your subscription and try again" when I try to add a user to a department. This error is being displayed on all of our departments. I can delete a user from a department but can't add them back to the department. We are already on the Enterprise plan.
Workflow or Macro with field updates to Account Name
Looks like when doing field updates with Macros and Workflow, the field Account Name is not available. Is this by design? The reason why I would like to use this is that our email subject starts with a client code, and I would like to setup and workflow to automatically assign an Account Name to the ticket based on the client code in the subject. Any advice on how to accomplish this?
Time Tracking / Billable Hours show $USD
When an Agent enters a Time Entry which is marked as billable, the entry is in $USD - how can I switch this to show £GBP? The $USD also shows on the report for billable hours so would also like this to show £GBP Many Thanks Liam
Can we block support requests from unknown contacts ?
Hey Folks, Am receiving few tickets from unknown contacts (apart from my customers). Looking for a way to block these spam tickets and allow my customers only to create a support ticket. PS: figured out via web looking recommendations while receiving tickets via email. Thanks in advance Avinash :-)
Please integrate Stella Connect with Zoho Desk Happiness Module
PLEASE integrate Stella Connect (http://stellaconnect.io/) with Zoho Desk Happiness module. Leaderboards, suggested gifting, coaching, etc would be VALUABLE for agents. This solution is currently integrated with Desk, ZenDesk and Freshdesk. Thank you!
Emails not updating for Help Centre logins
I've changed an email from an end user in the contacts section eg: oldTest@hotmail.com removed for user TestAccount new email for testAccount is NewTest@hotmail.com TestAccount though can still log into Zoho Help Centre using oldTest@hotmail.com even though this email is no longer associated with them. When I do a search in Zoho desk contacts for oldTest@hotmail.com, it says no contacts exist with this email. testAccount can also not log into Help Centre using newTest@hotmail.com even though this
Custom Views are gone
I had created a bunch of custom views and now they are all magically gone. Only one of the 10+ that I made shows up under "Archived Views" so what the heck happened here. I didn't delete any of my custom views....
Department Creation Error
Hi, We can't create a new department on our account. The basic department name, agent association etc screen is displayed when I press the "New Department" button on the "Departments" screen. I press the "Configure Channels" button after entering the required data in this screen and then the system directly displays an error reporting page labelled as "Sorry for the inconvenience". We did plan to start a new department in Desk for our logistics department but we are stuck because of this problem.
Cancel approval or change approver
Hi, we are working with Zoho Desk tickets approvals. Recently we had a situation with a ticket where one agent was asked for approval. But this agent was wrong and we hadn't be able to change it or cancel the approval. We can find no way to do that. But, is there any way to do it with workflows or any other Zoho Desk feature? We have a workaround using a bluprint transition to get out of the approval state and ask for another approval. But would be better if we can cancel an approval request or reasign
Any way around the lack of new ticket notification?
Has anyone has found a workaround to address the lack of notifications for a new ticket in the free version? I'm not ready to upgrade yet, but the free version doesn't include automation, which is the only way to get notifications when new tickets come in. This one missing feature makes the free version pretty much useless since I can't be logging in every hour to see if a new support request is waiting for me. I can't imagine anyone else would either. I'm thinking maybe there's another way around
disable SPAM Filter
Hello there, We seem to be having a similar issue related in the following topic https://help.zoho.com/portal/en/community/topic/spam-tickets-29-8-2016 We have noticed that a number of emails from different customers are coming through and this is creating Spam tickets rather than standard tickets in Zoho Support. We already have a spam filter at our mail server level, could you switched off the spam filter Regards, Das
Bullets under email
Dear Support, Greetings! Referring to the title above, whenever I use the bullets feature under the email. It will automatically change my front style and size. Kindly advice accordingly. Thank you. Best Regards, Tsang.
Reports overview page doesn't reflect the "On Hold" status data into the graphs
We were able to see the change in our "First Response Time" and "Response Time" dashboards after creating a blueprint which includes the newly defined states which are in "On Hold" status. After examining different aspects of the "Reports" section we've found out that the "Overview" page does include some errors with the "On hold" states. The "Current Ticket Stats" bar has the correct amount of per state values but the graph itself and the graph section buttons at the bottom of the graph do not reflect
Feedback widget looks horrible
I just added the feedback widget as a test.... What a horrible looking addon is this. What is wrong with it? This is straight out of the box. I also get error in dev tools of chrome After clicking the link a couple times it does show. But why does this look complete different than the the small chat version, this one has nice coloring and styling. I find that many items in Zoho Desk are not in line with each other. You market Zoho as something where apps are connected with each other. However the
Breadcrumbs are broken and useless
When you work with a single department, the hierarchy is kind weird. Why does is it need to show knowledge base as a link in the breadcrumbs? That makes no sense at all. Anotherpoint is that the breadcrumbs last child is the only one clickable. While normally this one should not be clickable because that is the current page you are one. Every child before the last one is a category or a sub category and should be clickable. See this link, http://www.promotiespullen.com/opmaak-en-bestanden/bestanden/het-opmaken-van-bestanden
Left TOC menu doesnt work properly
I noticed that the left menu can be folded open and close. However when you click on a 2nd level nothing shows in the right panel when it also has a 3 level In the screenshot you "Opmaak & Bestanden" but when i click this while im in the section "Producten & Materialen" Nothing happens. But when i do this the other way around, so im in "Opmaak & Bestanden" but that click "Producten & Material" It does show the other level??? Nothing happens when i click the 2nd level "Opmaak & Bestanden" but when
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