Anyway to stop the '...' expand option?
Hi, Does anyone know of a way to stop the body of forwarded in emails using the #original_sender thing from being hidden by the '...' button? It's very annoying not being able to see a preview of the ticket. Mark
Keep track of time and payments, now from within Zoho Desk.
Working on tens or even hundreds of tickets a day can leave your workforce lost on how much time went into what issues. This kind of information can be useful for streamlining of the team's effort, and crucial for matters like billing your customers. The Timer Zoho Desk's Time Tracker Enhancements help keep track of every second of work put in by every agent. Your team can clock in working time either manually for every ticket, or set it to automatically track the time they spend on each ticket.
Can I custom Blueprint Notifications
Hello, I've created a simple blueprint workflow. I noticed that the agents concerned ( before section) receives notification but I don't find any option for: Enabling or not these notifications Customizing these notifications as I want Thanks for your help
Department view - sudden change of due date
Hello, It appears that Desk has change this afternoon. When in Derpartment View, tickets used to have the due date after them e.g. Ticket title - department name - 06 August Now this has changed to: Ticket title - department name - 1 day remaining Can I have this changed back please? It's pretty annoying when you have been used to working one way and then Zoho change something without notice or an obvious way to change it back to the way it was.
Can I customize desktop notifications?
Love that I get deskbot notifications in Cliq...however, I'd like to modify the stock notification to include the ticket subject and perhaps the customer. Here's what I get now: Ticket Reopened in Zoho Desk New customer reply has reopened the ticket #4953 owned by you. Here's what I'd like to get: Ticket Reopened in Zoho Desk New customer reply has reopened the ticket #4953 owned by you with subject Website Down from ABC Corp. Is it possible to modify the deskbot messages? thanks, Scott
Can I reply to emails with links to KB articles easily?
How can I easily attach KB articles to emails when responding to service issues and requests? I know I can cut/paste but there must be an easier way?
Ticket Peek Search Bar VERY ANNOYING
We love using the "Ticket Peek" function although still in beta. The worst part of it is the search function on the left of the panel. Every time we opened a peek panel and want to type a reply to a customer, the cursor will automatically jump to the search. Please DISABLE SEARCH or fix this so that search is an option and would not interfere with message replying. thanks.
How to know which Tickets have a a Bug Filed for it
Dear Zoho Desk Support, We need to know how to find if a Desk Ticket has a Bug associated with it but in a "massive" way let's say a "View" that shows that for a certain pool of tickets. Is this possible at all???? Please your help with this question and thanks as always!! Kind Regards
CRM Purchase Order integrations
Hi, I wonder if there is any way to interact with Zoho Desk tickets from CRM Purchase Orders. I've been reading docs but I can't find a way to (e.g) close a ticket on a Purchase Order event. Or creating a Purchase Order in CRM after a Ticket even (e.g.: state change, or approval ...). Thanks in advance. Regards
Problems with criteria triggering workflows
Example: I have a department with 2 email addresses, example@abc.zohodesk.com and test@abc.zohodesk.com. I've disabled all the default notifications. I want a workflow that triggers an alert IF the email is sent to example@abc.zohodesk.com AND the subject doesn't contain "test" or "example". I create a workflow with the following: Execute on: Create Criteria: To address is example@abc.zohodesk.com AND Subject doesn't contain test OR Subject doesn't contain example Criteria pattern:
Matrix Report Not Showing Data HELP
Hello When i generate a Matrix Report on Tickets By Status i get all zero. No data actually, i dont know what i am doing wrong! HELPS
No more ticket created from mailsin Zoho Desk
Hi, I am currently encoutnering a weird problem, when I transfer a mail to Zoho Desk from my professional email address, ticket are not created anymore! If I do it from another email address (Gmail), it works. The weirdest thing is thatht I've got some "jumps" between the number of my tickets. The last one I've managed to created normally with my professionnal address was number 252 and the last one I've managed to create (with gmail address) was number 261. In between, no ticket shows up! (I guess
Layouts just got a whole lot more customizable!
Dear Customers, Layouts help you organize your fields in each module. They help you quickly get to the information you care about the most. Until now, you could modify layouts and create custom fields only at the organization level. Today, we've made layouts more customizable. Each department can now have its own layout. Agents can create and use custom fields within each department, without interfering with those in another department. They can also configure department-specific picklist values
Is there any way to get a Report that shows which Tickets have gone
through Escalation (SLA)?
Hello there guys! I've been trying to find something that shows what the title of this topic implies but couldn't find it anywhere (I'm probably just looking at the wrong option tho') Would you kindly let me know if it's possible to know how many tickets have been escalated lately and the person who was responsible of it before the escalation itself? Kind Regards and as always, thanks for your help :)
URGENT Field Dependencies not Working since Yesterday
Hello fellow Desk Support, Since today we're dealing with some serious issues at our side related to the "Field Dependencies" setting since they seem to be working improperly without further notice (it was working as intended until yesterday afternoon) We double checked our Permissions/Roles/Profiles and Field Level security and everything is correct (as it was before), nevertheless it's not working at all since we're not being able to select certain options from the fields according to the current
Email Notifications to Agents
How would I set Desk up so that I receive an email notifications when: 1. Someone responds to a ticket. 2. A client creates a new ticket by emailing help@company.com Thank You
Setting up new ticket auto reply to "original" sender.
So it appears when a new email (customer) is received on our end support mailbox (csupport), we have to forward it to zoho (zsupport). Originally we assumed zoho had the ability to log into this mail box and grab the mail. The issue we are having is that we have zoho set to auto reply "thanks, we have your ticket" but instead of going to the customer... it goes to our csupport mailbox. We found the "Other Configuration" settings with the toggle for "Create tickets on behalf of the sender while forwarding
Eamil tracking
Hi, Does ZohoDesk support email racking in the sense that I will know when a customer has received an email as well as when they actually read it? Regards, Dion
Deleted Zoho account but won't remove page from google
Hello, I closed my Zoho Desk account and the help desk still seems to be working when I access the URL. I don't want customers to get confused between my closed zoho helpdesk and my new helpdesk.
Ticket notification to an external email
Hi, I've been looking for a way to send an email to an external email address on ticket creation, but i can't find it. I wonder if it is possible. In notifications templates I can't use an email out of the department emails. And there is no other way to generate or forward an email out of the notifications, there is? Thanks in advance for your help. Regards
Can I create a rule that assigns tickets created on a certain day of the week to a specific agent?
One of our agents works four days a week. On the day she isn't woking, I want to automatically assign all tickets generated that day to another specific agent. I see I can create this rule on specific, one off dates, but can I create a rule that recurs weekly?
Disable Spam filter
Hi! We are getting trouble with Spam Filter and I can't find the way to disable it. I've seen other posts in this forum asking for spam filter removal. I also would like to ask you to disable the Spam Filter if there is no tool to configured it by myself. Thanks in advance, regards!
Access to a list of current open tickets (i.e. for specific locations)
to Local Managers who are not agents ?
I oversee ZOHO help desk for a regional education authority ( like a school district) with over 40 locations. Teachers at these locations add their own tickets using the Web portal and select their location from a customised field in the portal form. The volume of tickets is small but the Managers at each location would like to see the tickets for their specific location before IT staff arrive for on-site work. (It is not possible to incur the expense to make all managers agents) Is there a way
Idea: Move the department selector button to the left of the modules.
Guys, One of the things that bugs me in Desk is that the department switcher button is on the right. I switch back and forth often, and it would make more sense to me to have this on the left. Or give us the option of moving it... Thanks!
Refreshing drop down items in Zoho desk app
When I make a change in a field drop down menu, my app users do not see the new items or changes unless they re-install the app. Is there a better way to refresh their apps? Thank you!
How do we prevent Undelivered Mail notification from creating a new ticket
Hi, We've been using Zoho Desk with a workaround for the 1 contact = 1 account limitation by using dummy contacts (email). Because of these, users tend to send an email to these dummy emails, which causes a bounceback email in Zoho saying it was undelivered. Is it possible to just add this notification to the log or history of the ticket instead of creating a new ticket? It has become troublesome for us which is unfortunately something we can't avoid unless the limitation is fixed. Thank you. Regards,
A whole new facet of Search
Dear Customers, We're constantly thinking of ways to make your experience with Zoho Desk better, through new features and useful refinements to old ones. Faceted Search is a new functionality added to your quick and advanced search options within Zoho Desk. It lets you cut through the clutter, and find exactly what you need in no time. When you hit "search" in Zoho Desk, your search results will now be categorized into facets like status, channel, priority etc., enabling you to quickly navigate to
Remote Authentication
We are implementing remote authentication and have a couple of questions 1) How will this work for agents who are logging in? It seems as if when an agent logs in there are some issues. 2) When our portal users log in, the name is coming in a 'undfined'. Any idea? 3) Besides agent users and portal users, are there any other scenarios that may be impacted by remote authentication?
Customers by code Zoho Desk
In zoho desk, I need to know if there is any way to link the contact (clients) to some code. For example, tickets use (# 101), so I can search both the subject of the ticket and the code # 101. For if I were a customer who uses 5 accounts to use zoho desk, how would I know if they are no longer client. I need something like tickets to customers.
Zoho Desk Alerts - Excessive - How do I control them?
I'm getting tons of alerts from Zoho Corporation via Zoho's Help "Desk" account. To be specific... I am not referring to the alert's I'm receiving from YOUR account... not my own Desk account... which I am actively building out. Please point me in the right direction so that I may tame the amount of emails I'm receiving from your help center. Thank you very much. Jim
Zoho Desk Android App Notfications
I've had the android app for a while now and just never got around to fixing the issue with not receiving notifications. I'm currently using v 2.2.5 of the app. I have checked that push notificationsis selected and that inside notification settings that every category is selected but still no notifications. In browser on my desktop the only notifications I've every received are when someone replies to a ticket that had been closed or if they leave a rating. Any ideas on how I can fix it?
Disable integration
Hello! I've an integration with Zoho Reports. In an effort to have the latest date, we deleted the database in Zoho Reports, so we can create it again. It seems like you can not re-create the database, nor delete or modify the integration from Desk. Can you please help us? Thanks! Diego
Thanks for putting us on the map.
The happier your customers are, the better your business grows. Today, Zoho Desk is awed by all the happy reviews that our customers have given us. We have truly grown by leaps and bounds, thanks to your feedback. Multiple software reviewing platforms agree with us. To name a few, Zoho Desk has received the "Editor's Choice Award" from PC Magazine under the "Best Help Desk Software, 2018" category. It has also sealed its spot under the "Leaders" category in G2Crowd's "Best help desk software of
Add Accounts Field to KB and limit KB access
As using multi-branding is somewhat hassle especially when you have many products that are unique per accounts since it will require different departments and support emails, It would be nice if 'Accounts' field will be added to KB and only customers under the account specified for that KB can access it. Here's a sample screenshot: https://snag.gy/PTXGsR.jpg
Cannot Delete/Remove Field from ticket layout
I have an extra 'Text' field that I cannot seem to remove. It's right after the description and sometimes my users write their description in that box. any ideas on how to remove it? I have attached a few screenshots
Twitter icon on ticket?
Hello- super new to this. Just wondering why there was a Twitter icon next to the Ticket name (and when you hover over it it shows the checkbox). Please see photo. Also, how can I remove or change it? Thanks!
Import passwords to Zoho Desk
Hello, We are implanting Zoho Desk in my company. Today we use another software to manage our Tickets, then our customers already have logins created to use it. We have a data base with the profiles and the passwords of them. I would like to know if there is some way to import this set of passwords to Zoho Desk. It would be important to prevent the rework for our customers to create new access passwords. Thank you in advance for your attention
Second Email for Another Domain on Free Account
Hi - I have a free account with one email address. I need to create another email for a different domain. Can I do that under my free account. If I can't, then I will erase my current email. How can I do that, or what is my best step to take on this issue? I cannot seem to find a solution to this. Thanks!
Agent rotation for tickets notifications and/or assignment
Dear support agents, We have a agent for after office hours and weekends to attend tickets in our old ticket system. This agent shifts each week. In order to migrate these bussines into Zoho, I would like to automate agents shifts, to notify only to 1 agent a ticket creation. But I can't find a way to do that. I did an approach creating a team for the assignment rule for new tickets, but with this solution I have to change the agent in the team on each week shift. Is there any way to automate teams
Can an agent log in as a customer?
As per title. Is it possible for an agent to log in as a customer so that we can see what our customers will see?
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