Zoho Desk : Notification for Self Service Portal Issue
Hi Zoho Support, One of my colleague received an email from our client which the content is blank. May I know what would be the issue for this? Kindly clarify me with what details you need for this image below.
I cant reach my zoho desk portal?
I was editting some articles this morning and all worked fine. Now i suddenly get this page when i view the portal? All was working just fine? Is there a solution for this?
Missing custom color, fonts and editing tools
Im really missing custom color picker (HEX code), adding own web fonts or more choices and other edit tools for the WYSIWYG editor.
Grammarly extensions causes WYSIWYG editor go beserk
I use this Chrome extensions Grammarly which corrects my English typing and helps with it. https://app.grammarly.com Now the WYSIWYG editor goes a bit beserk when this is active. Copy/paste seems to chop all text in parts, Styling text seems horrible but i dont think that is because of this addon. When i turn it off, it still adds different styling randomly. Are there known issues with these kind of extensions?
I wonder why the breadcrumbs and left TOC menu shows links it should not show?
I wonder why the breadcrumbs and left TOC menu shows links it should not show. It makes it look way to complicated. Look at the screenshot and i guess everybody can see this on his own portal. Why does it need to show the knowledge base url in the breadcrumbs menu. This does not make any sense and adds extra lines and difficulties moving around on the website. Also the breadcrumbs dont work, but i already reported this
I cant edit my own article, gives me error a users is editting it, while thats me???
I wanted to work on an article and know i get some warning that a users is editing/drafting this article. But im that user, so how is this possible? See attached screenshot of the warning
Cant change permalink, gives errror already exists
Im trying to solve an issue with a permalink of an article. Somehow i got a date added in the url path. Now i found the option to change the permalink where it shows this date in the url. But when i want to delete it i cant save because it says this permalink already exists. However when i test that link i get an error stating this article cant be found??? This is the url / permalink i need https://support.promotiespullen.com/portal/kb/articles/het-opmaken-van-bestanden This is what i now have but
Why do i see someone elses portal as an error?
We havent yet added an SSL certificate on our webdomain. Put i noticed something weird here. Why do i see aome other portal in this error? portal.bayshoretechsolutions.com They seem to have a Zoho portal as well, but i get the warning about an certificate which has been give by this site??? This doesnt make any sense to me?
Portal not mobilefriendly
Is there any fix for the little fold menu for mobile version of the portal site? When we visite the portal on mobile the little fold button doesnt do anything. There it very hard to navigate the site, this is mainly because the breadcrumbs are broken and dont work properly.
Why dont we see sub-section in the main KB page?
I wonder why we dont see the sub-section in the main KB page? They only show in the left TOC menu, but this menu is broken. Most of the links here dont work, it also show links which i think are to much. In the first image you the TOC on the left with its sub sub-sections, in the other image you see one list of all articles in sub sections. I really mis the sub sub-sections here
Changing an article title doesnt change its url
I have an issue where my url contains a date? i dont understand how this was added and i want it gone because its bad SEO. I tried solving this by changing the Articlea title but i noticed the url of the article doesnt change How can i solve this?
Zoho Desk Portal : Task
Hi Zoho Support, I would like to know if there is a setting for recurring reminder on the task?
Zoho Desk Portal - Add Task (Pop Out)
Hi Support Team, I had set up the "Add Task" and configure the "Alert Through" with "Pop up". Once the reminder initiate, I received multiple "Pop up" at once. I believe this is a bug. Kindly have a test on your end for this. Please refer the attachment for further clarification.
iWoWSoft: Integrate with our Solution to access knowledge base without login
Hi Zoho Support, Good day. I would like to inquire on whether it is possible to directly integrate our solution by not needing to login to view the knowledge base? Also is it possible to just show the Knowledge base tab and make the rest of the tabs invisible (My Area, Submit A Ticket)? Regards Swati Project Executive, Implementation & Support +603 4141 8133
Intervention Sheet
Hi, Is it possible to generate an intervention sheet from a ticket? We need our client to validate the intervention of our technicians on site. Thank you
Workflow - update when non-client responds
Hello everyone, A quick question, I hope! We have a workflow set up so that any time a customer responds to a help desk ticket the due date is changed to current time + 30 minutes. That has been working really well but we've just discovered an issue. For most cases, a ticket is created when client1@example.com e-mails in. We respond and then when they reply, the workflow activates and the 'due date' is changed to current time + 30 minutes. The problem is that if someone else responds to the ticket
Mango Office Cloud VoIp
Hi, I would lyke to ask if is in your plan to integrate Mango Office Voip ( https://mango-office.com/de/ ) Could you help me to better understamnd how can I integrate Zoho Desk and Mango? Thanks!
SSL Certificate for my desk portal
HI I need a SSL certificado in my portal https://suporte.estudarparaoab.com.br/ Thank you
Twilio Link for List All Tickets
Hey guys, I'm wondering if their is a way to get the Twilio link that is associated with a ticket through the List All Tickets call. Thanks Corey
Email CC Issue
Hi Zoho Support, Zoho Client Portal Issue # 1 - We would like to sort the ordering from the image above. Is there a way to sort it? Issue # 2 - For the CC feature, it will only allow to include 1 person in loop. We would like to add multiple emails in the CC. Zoho Desk Support Issue # 1 - Same as Issue # 2 for (Zoho Client Portal). This was previously discuss with one of your colleagues "Re:[## 24706324 ##] Ticket Layout CC Field" I understand that once tickets are created, we will be able to include
Power your Self-Service with Google Analytics
Analyzing metrics related to your Help Center is crucial to maintaining a good self-service system. It's important to keep your Knowledge Base updated with relevant content, that's helpful to your customers. The Knowledge Base Dashboard available in Zoho Desk gives you limited information about existing customer interactions; like page views, popular keywords, and keyword success ratio. This is where Google Analytics can help you out. Google Analytics provides a variety of tools for everything
Copy All Agents When Responding To A Ticket
Hello, We run a very small help desk with very low traffic so we have some days where agents do not log in. It is possible via a rule or macro (or something else?) to automatically copy an agent's response to a customer to all other agents during sending? Currently, our agents have to manually type the email addresses of other agents in the CC or BCC field to keep them in copy. Any help or pointers would be appreciated. Thanks, Keith
exclude an account from statistics
is there a way to select a company that we don't want to have the times/etc included in the statistics? we have one account that we receive emails from that is more of an auditing alert and we don't need to respond as quickly but I don't want that bringing down our averages times for responding or resolution/
How do I disable SLA notifications in the slack integration?
I have a slack channel setup to notify my team of new tickets created. Problem is that we had to set up an SLA for all tickets as a workaround to reporting on tickets for business hours only. Now that the SLA is up the channel for new ticket notifications has become useless as we get Escalation alert upon Escalation alert even though I've only got the option to notify for new tickets selected in the integration. How do I turn off SLA escalation notifications?
Tickets are not created from our domian (@analytica.international)
Tickets are not created when a email is sent to the default channel email from our corporative email with domain @analytica.international but I can see that the email is fetched because the counter in Incoming and outgoing Bandwidth chart is increased. If I send a email from a diferent domain the system works as expected so I guess the problem is the incoming domain. Thank you very much for your help.
Can we customize the ticket data shown in the ticket list view?
Hi, we just started evaluating this product. Can we change the list view of tickets - right now its ticket #, ticket subject, status, assigned agent, few other things. Can we add fields to this view? I know we can add custom fields, but I'd like to be able to see them on the list view. Just to be clear this is what is displayed when you log in and click "tickets" on the top left of the screen.
How do departments work with users seeing other user tickets
Hi, we'd like to use this for a single group of 20 employees. It looks like when you create a ticket as a user and log in as that user, you can see all the tickets (I think). What is the criteria? How do you assign users to a single entity so they can see each other's tickets?
CONSULTA
Buenas tardes, No me está funcionando la función para descargar en excel el filtro de email que he puesto, podrían indicarme cómo hacer? Muchas gracias, Valentina
Delete Help Center user personal information
Hello, If Zoho Desk Help Center users can't be deleted but just deactivated, how does this comply with GDPR? Specifically: The data subject shall have the right to obtain from the controller the erasure of personal data concerning him or her without undue delay and the controller shall have the obligation to erase personal data without undue delay where one of the following grounds applies. Best, Jon
Changes to your Setup page within Zoho Desk
Over the last few months, we've introduced several new features and integrations that have added to Zoho Desk's capabilities. To incorporate these items into the existing Setup page, we've regrouped some features, and renamed some groups. Here's a guide to help you navigate your new Setup page. Some changes that we've made: - The Organization group has been renamed to General. Some items have been retained under this group, while some have been shifted to a new group called Users and Control.
Providing annual inquiry tickets in advance to customers
We would like to grant customers the number of annual inquiry tickets in advance depending on contracted maintenance service. In this way, can we set an upper limit on the number of inquiry tickets in advance? And can a customer can see the tickets consumed and remaining?
Default Time Zones
Does anyone know how to do the following: 1) Set a default time zone, so that when a new user is invited it can default to the office time zone instead of making users pick from the huge list. 2) Customize the User Profile, so that when invited users join and create their password, they don't see the "Twitter" and "Facebook" fields. This is completely irrelevant in our company and looks unprofessional / confusing that we even have the fields listed. Thanks!
Please Allow Us to Turn Off Email as Required Field
We need Zoho Desk to stop not allowing us to create a ticket if we don't have the contacts email in the system. It's common for us to have contacts in the system under an account without an email address that communicate with us entirely by phone or text, a property manager for instance. If someone calls us or leaves a message for us about a service issue we need to be able to go and create a ticket quickly for that account and contact without Zoho Desk getting in the way and telling us it's not
Unable to process your request
I try to add "New Holiday" in Zoho Desk, but I can add just a few of them then I got the alert that "Unable to process your request"
Set Contact Profile as Inactive
Most of my customers want their account(profiles deleted) but I do not want to delete them out as I want to keep the logs and tickets for quality purposes. Would it be possible to mark the contact (customer) as inactive? With it being set as inactive the customer would not be able to log in or create tickets (customer side & agent side) Please do consider this
Customizing Self Service Portal Invitation
Hello, is there a way to translate the service portal invitation mail?
Zoho Support Notification Issue
Hi Support, Previously, my colleague (agent) was able to receive notification such as receiving ticket reply or adding a comment. However on the 29th Aug 2018, he stop receiving any notification from the Zoho desk. Below are the attachments regarding the configuration and the notification panel which he stop receiving the notification. Appreciate you would assist on this matter. Regards, Winson
SSL Certificate for my desk portal
How do I install a certificate on my desk portal? I already have a certificate. I just can't find where to configure it. Thanks.
Assign/Route by time hours
Hi, I was trying to create an Assignment Rule by office hours but the criteria in Assign/Route and Workflows for field CreationTime only let me work with dates instead of times. So I can create a rule to assign tickets to a team after, before or between dates. What I want to do is to assign a ticket to a team between, e.g., 7-17 hours, and after 17 assign the tickets to another team. Is there any way to do that? Thanks! Regards
Ability to change Ticket Status text.
We have customers who enjoy using the back and forth feature of email/help center for tickets. But we close the requests once work is completed and the customer can re-open by simply replying to ticket. The problem we have is we get customers that get confused/upset when they see their tickets closed. We would like the ability to change the status text to anything we would like and set fall backs based on them. So instead of CLOSED, we would like to set tickets to ANSWERED. Then after a defined
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