Zoho Desk is not creating any ticket when I email to my default email address
My default support email is not working: support@vixoniccl.zohodesk.com Can somebody help me with this? Thanks!
Creating folders to save closed tickets (responses)
Hello, We are trying to figure out how to create folders to save "tickets", emails we have responded to and had resolution on different subjects..
Can't receive emails
I have created an account with zoho and pointed my mx servers there. More than 12 hours have passed since and I still can't get any emails. The domain is echocheats.xyz and I'm trying to send mail to an account called payments@echocheats.xyz I'm using godaddy as my domain manager
Ticket Subject Line - Too long to view completely in open ticket
We are currently using Zoho Desk to capture support emails, and turn them into tickets. We are using it as an internal metric and support knowledge base, but wanted to allow the customer the flexibility to continue to use standard email when contacting us with an issue. Sometimes, the customer will put quite a bit of information in a subject line, and then the body of their email will simple state "See Above" or "Thanks" This becomes an issue when the subject line exceeds what ZohoDesk will show
Edit template text
How can i change the template to be text instead of the weird formatting?
Chat not working
I see a message that states "You must have at least one public department for using Chat" I am fairly new to Zoho Desk, I have checked everywhere and under departments, I have 1 default dept. ?
Is it possible to customize Agent Login Area
I am curious to know if we have the ability to customize our portal for logging in to Zoho Desk? Right now it has a basic simple form with our company name on it. I would like to customize it with out company logo and perhaps other features.
Enable ZOHO ASSIST on Desk
Hi Zoho, I am not able to integrate Zoho Desk and Zoho Assist. There is a message "We are unable to process your request. Please try again later." Therefore, it is not showing remote support when I need to solve ticket. My email is "jack_mai@smartvisiondirect.com" , hope you can find my organization or zoho account. Thanks
Subscription field in Zoho desk
Hello, we are an it support company and we are in a trial of zoho one. We are mostly going to work in desk, but we would like to use subscription. I've tested this but we are missing a essential thing. The subscription of the contact or customer is not visible in ZOHO Desk. is there a way to see this subscription through some kind of integration. Possibly through custom fields? The CRM integration only shows the contact information. The missing integration is of course the integration of Zoho Subscription
Custom function to change status of ticket
I apologize if this got double posted... Hello! We're in the process of trying to replace our existing ticketing system with Zoho Desk. One of the issues I have is that my environment has a few "agents" who are heavily dependent on email to respond to and create tickets. We seem to have gotten down the process of creating and answering tickets via email, however, I can't seem to "close" a ticket from email. In previous tools we've tested, you could put something like #CLOSED# at the bottom of
Using Supervise Rules
Hi, I need some help with configuring an alert to be sent upon 5 days case age- but only 1 email exactly on the day the criteria were met. I tried to configure this on Supervise with below setting and attached is the result. Please note these details are gathered from the History tab of each ticket. Hours since created + is + 120 AND Escalated to + is empty Please confirm: 1. Since the rule runs on hourly basis, is it supposed to send alerts for the same ticket every hour even though my criteria
Anyone else having an issue with replies not showing up for hours?
A few weeks ago I started seeing a glitch, I have a ticket open but it gets fixed then comes back I have my email set up to forward customer replies to Zoho where they show up in the ticket system. Because Zoho still doesn't have VERP enabled or anything else implemented so that I can just reply back to their emails, I have to WAIT until the email shows up in the ticket system before replying. Normally, it's fast. Like seconds or minutes. About 2 weeks or so ago, it started taking hours. I screamed
Zoho Search Functionality
Hello, I have a query in relation to the search functionality. In our system, we search off a word labelled Indium. It sporadically will pull up on some tickets with Indium and other tickets it will not pull up even if Indium is in the email. So my question is, what exactly does the search function in Zoho pull off of? What is it exactly comparing it to? Thanks! Ray Darrah
Ticket Reply with Hyperlinks to a network file location.
Hello All, I am looking for a way to send a ticket reply that would include a hyperlink to a file location on our local network. Because the file location may be different for each ticket I would like to base it on one of my custom ticket fields. My thought was to create a reply template using something like: <a href="file:///\\Full Server Name\ ${Cases.URLFieldTest}> Click here for your report</a> So far the only way I have been able to get this to work is to inset the link then edit the html. This
Global and Scheduled Reports Limit
Hi, Is there a limit to the number of global and scheduled reports that I can configure? Thanks.
Chat Features and Pre-Chat
Is there any way to possibly change the fields in the chat of Zoho Desk. For example to remove the requirement of inserting the email field. or selecting between support Category before chatting?
REGISTRO CNAME
Hola Buenas tardes, no puedo acceder una vez que agrego el cname a mi cpanel. me arroja el siguiente mensaje Not Found The requested URL /support/helpge/ShowHomePage.do was not found on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
reports
Why do I see so many different numbers when trying to find how many tickets are not closed by agent?
I made a mistake when changing my domain
I made a mistake when changing my domain name and now I can not access my site. I would like you to help me restore it.
can someone help me with these 4 issues.
i am setting up zoho desk, running into couple of issues. 1. i setup domain change to support.avigosystems.com, but when I go to the domain the SSL cert thats on the server shows that the site is unsecure. - thats not good, I do not want customers to see this. 2. when i go to my support site the support.avigosystems.com this is support site for customer. I put my logo but next to the logo on the right there is my company name listed there. I dont need my compnay name 2 times. As my logo is already
Create ticket API integration error
I am not able to find the url destination for creating a new ticket with python through xml data. The error in python says check the parameters used. import urllib.request authtoken = '#######' OAuth="Desk.tickets.CREATE" params = {'authtoken': authtoken,'scope':'supportapi', 'xmlData':'<ticket><row no="3"><FL val="CONTACT NAME">JOHN</FL> <FL val="EMAIL">JOHN@JJ.COM</FL> <FL val="PHONE"> 555-555-5555 </FL> <FL val="SUBJECT"> NOT ABLE TO FIND CS </FL> <FL val="DESCRIPTION"> INFO NOT GIVEN ANYWHERE
Classifications for different departments
Hello, I was wondering if it is possible to display different classifications for tickets based on department. For example, we are using Zoho desk for IT and Maintenance requests. We would like to have classifications like plumbing,heating,custodial only show if the user chooses the maintenance department.
Custom ticket status' for different channels
It would be useful if we could have different ticket status' for different support desks For example, our report support might want a status to say 'report sent to formatter' but this same status would not be applicable to our IT support team
Free Edition Trial
Hi, How can I trial the free version features? It seems, unlike say CRM, I can't downgrade from the trial to the free version. I am just trying it out and getting my head around the features but I would rather do this with the free version being the edition we will be using. Thanks, James
Change Company/SLA on Ticket according to Domain email comes from
If I have an email come in from user1@company.com or user2@company.com or any user from that domain - I want the ticket to change to the Account name and activate the SLA I have assigned to that account so the ticket times starts as soon as it arrives. I know I can assign contacts to an account and that links them but if I have a company with hundreds of users, that's not a practical option. I couldn't find a way to do it with a rule or workflow - I couldn't see how to use a wildcard i.e *@company.com.
Certificate Error
I recently added a support subdomain to my site using Domain Mapping which links to https://desk.zoho.com/support/mydomain but the link is not secure and throws a certificate error. How do I ensure me and my clients are using https?
Cant send reply to user on zoho desk
Hi, Every time I try to reply to a user request I get the message that the email cant be sent, please try again?
Digital Fax emails not coming into Zoho Desk
We recently set up an account to receive faxes via email with freepbx.pbx. When faxes come in as a pdf attachment to our email address and is forwarded to our zoho desk account - nothing shows up. We even tried sending directly to zohodesk.com address and it was not received. Please advise.
Attach a KB to a ticket
Hi, Is there a way to attach a KB, from help center, to a ticket? Agent to agent or agent to contact. Cheers.
Client Receives a Notification Email Even When We Create The Ticket
On our Automated settings on Desk configurations, the option 'Receiving a new ticket' is set on. It works fine when a client's e-mail comes to us and he or she receives back the notification e-mail we have customized. But recently we're having problem with another kind of situation. In some cases we need to create a ticket just to be aligned with a task. This recently created ticket, although, is not filled with a message to the client: it keeps empty. We discover, however, that even on this cases
Wish to change support email prefix
When my company originally looked at the Zoho Desk product over a year ago, they made some selections with the intention of exploring/testing the product. Now I find myself in a situation where I would like to change these configurations. Specifically, if the the prefix for the email was originally configured as @XYZ.zohosupport.com and i wish to change that to @ZYX.zohosupport.com, how would I make this change?
Time enter using moible app
Is there a way to enter a time spent on a ticket using the mobile app?
Getting incoming CRM web form requests as tickets in Desk
Hi, We have a CRM web form on our website, and use Desk for customer support. Currently, we've set it up so that we receive a notification ticket for the web form from CRM into Desk and that ticket's Description holds all the information about the web form request, i.e. name, email address, message content, etc. Because of the way the ticket is generated, we cannot simply hit Reply to it, as the contact detail info on the left-hand side is not filled in with the contact info the user entered in the
New Employee unable to accept invitation
Hi, On our Zoho we just brought in a new employee. I've sent him the invitation about three times but each time I send it, he accepts it and it just trys to sign him up for a free account. Is there an issue with onboarding people into the system right now or are we just falling into an easily fixed error? For reference the agents name in the system in Michael Futa.
Content is not available. Please try again after some time.
Hi guys, I've found that when we try raising a ticket in Zoho Desk that we get the following message: Content is not available. Please try again after some time. I noticed another forum 9 days ago was due to an issue internally within the Zoho system and it's been marked as solved: https://help.zoho.com/portal/zohocorp/community/topic/content-is-not-available-please-try-again-after-some-time Any ideas or anyone else that's experiencing the same thing? Thanks in advance, Stuart
SSO Implementation
There is any SSO solution that users can log in to their Zoho Desk account from client application I am A rails Developer and integrating zoho crm by using rubyzoho gem and I want to login to ZOHO Desk account to my application user from my application. Thanks
Viewing which tickets need replying to
What is the easiest way to view which of your tickets still need replying to?
Not receiving new ticket notifications
We have noticed that new tickets will appear in the ticket list, but we never receive a new ticket notification via e-mail. We do have the notification turned on and the majority of new tickets, we do receive the new ticket notification. I have narrowed it down to the fact that the tickets where we do not receive the notification do come via e-mail and the e-mail subject line has some text in brackets [ ]. Is there a work around for this?
Zoho Desk Reports
In the report section I can create a report based on Category but not Classification. Yet for the fields Category is not required and can be removed from the ticket yet Classifications is required and cannot be removed. The way we are using the Desk these fields would be redundant. Is there a way to run the reports by Classifications, since it is required, or is there a way to remove the required from Classification so I can remove it from the ticket.
Deleting Default Fields and Automation Based on Department
I have a few questions regarding Zoho Desk: How can I delete a default field for the tickets. We are using Zoho Desk as an employee knowledge base and some of the fields are not required. How can we remove the fields? Also, how to I automate who a ticket goes to? In some way I want the emoloyees to select the department they need help in and the ticket will be assigned to an agent in that department. Is this something you can help me with? Thanks for your help and assistance! :)
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