Allowing Managers to view all tickets
Hello Is it possible to fit the following scenario: Ordinary Staff log tickets relating to their equipment, but only see their own tickets Managers can log and view their own tickets, as well as everyone elses? We've had some clients who want to monitor how much their staff use our helpdesk, and for what reasons.
We want for zoho desk to set the field when zoho desk gets the mail which content contains Specific character string.
We want for zoho desk to set the field when zoho desk gets the mail which content contains Specific character string. when we want to check whether the contents of mail contains specific character or not, How do you write in custom function script?
One more step towards better data protection
Hello! With the enforcement of GDPR, all of Zoho has undergone a massive upgrade in security measures. In addition to the initial set of features, Zoho Desk has put out two new features towards the protection of data: delete and anonymize agents. When agents in your organization quit or move to a different business unit, you can delete their profiles after transferring the ownership of their open records. You can find the list of deleted agents in Zoho Desk's setup interface. You can also anonymize
New Ticket - Sort Product by Name
When I create a new ticket it currently shows products sorted by last created. How do I change that sort to sort by name? I know how to do it on the Product page, just not while in a new ticket creating it.
I would like to attach a spreadsheet to all tickets opened for a specific account, is it possible?
I would like to attach a spreadsheet to all tickets opened for a specific account, is it possible?
Using Auth0 for my SAML provider gives me the error 'The Email
address "null" specified is not valid. Please specify a valid
email address.'
I am using the service Auth0 as my Identity Provider and Service Provider for my wordpress website, which allows me to use them to store all my users login credentials. This also allows me to configure Auth0 as my service provider for any web apps so my users can log into my other web services using their wordpress credentials. I'd like the same thing for Zoho Desk. So far, I have configured Desk SAML with the settings for the SAML Auth0 application I created specifically for Desk, but after logging
Ticket created notification for the ticket creator
We have a contact form on our website that our visitors fill in and a ticket is automatically created in Zoho Desk by sending all the information in the form as an email to our Zoho email address. Our question: in the free plan, isn't it possible to send an email confirmation to the website visitor to let her know we received the message ? Thank you
move department to other portal on zoho desk
Hi Im from mexico. My question is: i would like to move 1 department or creater a new department to a new portal that is allready created. I post a new photo: Department Pruebas to Portal Jams electronica or new department to Jams electrónica
What a default Department is?
In the Departments Setup, one department is flagged as default. What is the practical meaning of this default? In case the default department has to be disabled, because the project design has changed, can a new department be the a new default and how?
Task due date using calendar
Hi I add tasks to a ticket using a workflow. In this workflow, I would like to set the due date of a task by adding a number of business days, based on the business hours I set up for the company. Is this possible? I've tried to use an additional workflow to set due dates, but I see Field Updates are not available for Tasks. Pierre-Andre
Convert Chats into active tickets
It would be nice to convert a chat into a said active ticket. This would cut down on more tickets and also help the agent better if the ticket and chat transcript is all in one place Shouldn't have to merge the requests together to do this
Audible Chat Notification Not working
I haven't changed anything to my knowledge, but the audible ring that usually goes off when I have a new chat request has stopped working and I keep missing chat requests.
Workflows Not Activating
Hello, I have multiple Workflows set up in the Accounting portion of our Zoho, as of about 9AM this morning they ceased working which is causing most of our routing to not occur. Can this be checked into? Thanks! Raymond Dean Darrah
Search for tickets I'm tagged in
How can I search for tickets I'm tagged in on our Desk portal? Not tickets where I'm assigned as the Ticket Owner - I'm looking for tickets where one of my colleagues has tagged me with @ in a comment. Thanks!
Embedded Chat without Floating Button
I would like to continue to use the Embedded Support Chat, however, I'm not a fan of the floating button. I would like to place my own custom button and be able to launch the embedded chat feature when it is clicked. I can't seem to find how that is possible. Any help in solving this would be appreciated.
Automatically assign time to reactions
Hello I have a small problem with the automatic allocation of the notification time. Well, I would like the new tickets to automatically get 24h to answer. After replying to the ticket, I would like his status to change to "waiting for an answer". Then, if the customer replies to my message, the ticket changed its status to "to reply" and got 24h to respond
End User permissions
Hi I created End Users but they can see all the tickets. Please could you help me the customers need to see all tickets created until now. jcann@scottsandco.com mrowlands@scottsandco.com rwatkins@scottsandco.com
Change author of the description field
I've noticed whenever a ticket is created for a customer, the author of the description field is always the customer. Is it possible to change that to the person who actually wrote the info? Example 1 - a customer calls our support line, I take the call, and open a ticket. Rather than displaying my name under the description, is shows the customer's. I would like that to be my name instead, since I was the one who actually wrote that content. For instance, I opened a test ticket for our customer,
Planned Enhancements for Zoho Desk
Hello, Can you let me know what enhancement are on the roadmap for Zoho Desk, so that we can prepare ourselves for how we might need to change our business processes? Thanks Renu
Problems while composing a message in community forums
Hello, I have a problem when write a comment in community forums. Steps to reproduce: 1. Open community forum thread and click Comment below someone's message 2. Switch to Rich text 3. Type few lines of text and then insert a picture 4. Select a picture and try to click Best below it. It is impossible because those buttons are hovered by a panel with file attaching and Comment/Cancel buttons. See attached example image. In general, comment composing window is too small. Is it possible to make it
How to use the content highlighter in knowledgebase
I was wondering how to use the highlighters in the knowledge-base. Please see video. https://www.screencast.com/t/Vl6BnBTlYKn So much time is wasted trying to format these knowledgebase article. I can't begin to tell you how frustrating this is.
How to Disable/Delete my Zoho Desk account?
Just opened the Zoho Desk account but it's too complex and difficulty for what I need, so I want to disable/delete it but keep using Zoho Mail. So how should I proceed? Thanks!
Open the Desk app on iOS and Android from ticket link.
When I get a notification on my iOS or Android device in email for a ticket, it opens the web browser and not the native Desk app that is installed. This is a time impact as I have to log in each time. I know I could simply remember my login on my browser, but it would make sense and ENHANCE THE USER EXPERIENCE to open the native app IF installed.
Add contact and Organization look up fields
I'd like to see the ability to add contact look up and a vendor look up field for tickets. We have vendors that we report tickets to if we can't solve the issue for the client and open a ticket in their system. It would be nice to be able to assign a 'vendor' to a ticket (we work with 3) and a second contact. The second contact would be the 'vendor' contact that is working on the issue.
Is Zoho Desk Email down?
None of the incoming mails are received in the Zoho Desk system. Tickets are not getting generated. I am wondering if the Zoho Desk mail server is down?
Help Center User Invite Email Issues
Good morning. I sent out a Help Center User Invite Email and re-sent it several times with no success. It is not going through to the email's inbox or spam. I tried this again with other email addresses with different domains and still, nothing going through. Could our zoho email address be blacklisted or is there something wrong with the initial email address setup? Any idea of how to resolve this? Thank you!
Remove as End User
I can Add as End User, but how do I revoke end user access without deleting the contact?
Update Emails for the comments
How would I get to know, as a Customer, when the Support team has responded to my query? Each time an email should be triggered, if there is an activity happened on the thread/ticket.
How to enable desktop notification (ie browser notification) with Zoho Desk/
I use Chrome on Linux. I have removed all blocked website from Chrome's desktop notifications. Plus, zohodesk is whitelisted (enabled). Browser notifications are working. I can visit this site and test them, and they work https://web-push-book.gauntface.com/demos/notification-examples/ But I have never seen a notification from zoho desk. I saw this forum post https://help.zoho.com/portal/zohocorp/community/topic/desktop-notification-15-10-2015 which says desktop notifications are available. What
Magento integration
It would be great if zoho worked with magento so you could pull users information on what they ordered
Embed KB in third party website
how can i embed my KB into a third party website? is there any API and documentation you can provide to help me?
embed KB in third party website
can we embed our KB to a third party website? is there any APi and documentation that can help us?
Tickets get expired in my ticket view
Hi all... hope you are well. I have seen that my ticket view doesn't display tickets older than 30 days, The view doesn't display tickets even if the tickets have a comment attached. This is getting a huge problem because we lose tickets of 30 days old How can I extend the "life" of the tickets in my view? I would like to display tickets at least 100 days old. Thanks a lot Marcello
Why deleting a department is not possible?
Depatments can only be enabled or disabled once created. Why deleting a department is not possible?
CC Agent that Submitted a ticket
Is there a way that an agent can be copied on communication to a requester when the agent submits the ticket on behalf of a customer?
Unable to send outgoing email
When responding to a ticket, getting an error: Aw, Snap! Your response for the ticket #11619 could not be sent since the authentication failed for the SMTP server.
contact us at the bottom of some knowledge base articles
If customers have unanswered questions, we would like to have an option at the bottom of some help center articles to contact us. Is that possible and what's the easiest way to do this? A link to a (custom) ticket? A form? How? Additionally, is it possible to have a custom ticket depending on the article? for example: a customer still has a question after reading a help center article about Warranty. Can we get a "contact us" option in which the customer has to fill out a form with order reference,
Tickets not creating
I have two email addresses set up: support@bookminders.zohodesk.com and apphelp@bookminders.zohodesk.com. I set these up as contacts on my exchange server and added them to my internal distribution groups. They do not consistently create tickets when i send or forward the emails to the internal distribution group. Am i doing something wrong? Thanks
Tickets not generating
My tickets are not generating when I send emails to my distribution groups associated with my zohodesk accounts. I am receiving the emails. Is something setup wrong? Also, on the sidebar i receive a notice of: "The record(s) you were trying to access is not available. It may be due to another user might have deleted the data or you are denied access to the record(s)."
Cloud Telephony Integration for Zoho Desk.
I am looking for a Cloud Telephony Integration with Zoho Desk (we are based in India). We are looking for following features: (1) Missed Call Create a Ticket (automatic) (2) Accepted calls Create a case (automatic) (3) Accept the incoming call from desk and Disconnect the call from desk (4) Call details such as Inbound, Outbound, Duration etc recorded (5) Call recording is accessible from desk (6) While on call if the contact is in database - it pops and agent can edit the ticket (7) Click to call
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