Multilingual Helpcenter : Article Format Locking
We need to be able to lock the formatting of the articles in case we invite our distributors to our Help Center to translate the articles into their languages. Most people don't know how to edit forum articles and they also may want to change the layout of the articles. We want them only to translate the text strings. Please consider introducing a way to lock the attributes of articles such as page format, text format, heading type, article contents such as images and attachments, text and content
Multilingual Helpcenter : Wnat's the purpose of the "orange dot" on the language icon?
I have compared this article with the other one and I can't find any differences between them. What message does this "orange dot" convey to us? Both of these Turkish articles have been published and all of their other features seem to be the same.
Attachments not displaying in 'Attachment' tab.
We have a ticket which has 2 attachments displayed on the 'Conversation' tab, but we have decided we would like to delete one of them. The problem we have, is the Attachments tab is not displaying that 2 attachments were uploaded - so we are unable to click on the 'More' dots and delete said attachments. I have attached the 2 screen shots as a reference. We have this issue with another ticket, but there are some tickets where the attachments are displaying correctly in both the Conversation Tab and
Is Helpcenter multilingual? Same helpcenter-article in several languages?
We are thinking about usage of Zoho Desk and tested it. We like it very much. Our main language is English, but we need also a German version of the articles. Is there a possibility to manage the same article in two or more languages?
Is it possible to append information about the ticket to the email subject
Hi When our staff are using Zoho Desk and reply to a support ticket, is there anyway to append or prepend fields from the ticket properties onto the end of the email subject that is sent. As an example can we add the category to the end or start of the subject.
How can I transport a note from one ticket to another ticket within same contact?
Hey guys, Is it possible (and if so - how to do it) to have a field in the ticket where once data are entered - the very same data will be available for other agents in different tickets made by the same contact? So the scenario is that when one agent leaves a note in the ticket in this column when editing the ticket: place for some informationanother Agent when answering to another ticket from the same Contact will see the information. And that information will be visible for each ticket of this
Enhancement / features
1. Custom view of Draft/ed Tickets. 2. Custom view of "failed replies" (i.e. tickets where reply was not sent because of any technical reason.) 3. Important: In case of breach of "State-level SLA", there should be option to: a. Update global SLA (as violated). b. Option to update fields values. c. Option to escalate ticket. d. Preparing reports based on “State-level SLA” 4. Important - Option to paste images in “Description” field, while creating a new ticket
Customer Self Service Portal Invitation Registration button not working in IE7
We had a customer contact us after they received the invitation to join our portal and she said the registration button did not work in IE7. How do I help her and how can we get this fixed for other users? Thanks! Jody
Add Tags in Contacts and Accounts and integrate them with Zoho CRM
This is a two part feature suggestion but it is related so I'll put it in one request. Please consider: 1. adding Tags to Contacts and Account modules in Desk 2. allowing integration of Tags between Desk and CRM Tags are a great tool to quickly and easily mark and segment Contacts and Accounts. It would be great to have the capability to extend this from the CRM to Desk. A similar feature already exists between CRM and Campaigns so Tags can be used to create custom segments within mailing lists in
Disabling Email Template: Acknowledge contact on receiving a new ticket
Hi Everyone! Depending on how you use Zoho Desk, it may or may not be necessary to have an email sent at the time of ticket creation to the contact/customer. However, I'm not seeing a way to disable that ability nor to disable the email from notifying when a ticket has been completed. Has anyone encountered this or found a way to deactivate?
Añadir campo Facturación en una plantilla de correo
Hola, me gustaría saber como podriamos hacer para en una plantilla de correo meter el campo de si se factura o no, para que de esta manera cuando nos llegue el aviso al correo con una plantilla que tenemos creada veamos de un vistazo rápido si esa incidencia es a Facturar Si o No. Ahora lo podemos ver por qué añadimos un campo personalizado y sacamos la variable de ese campo pero no encuentro como sacar el valor del campo ya creado en Desk Billing o not billing. Gracias. Saludos.
Dashboard component that shows the number of tickets open more than 7 days
I'm trying to create a dashboard that contains all of my metrics that I need to report to my boss. One of those metrics is the number of open tickets more than 7 days old. I can get a component that lists all the tickets but I haven't been able to find one that just shows me the number. I've created a custom report but I have to run it 4 times to cover the 4 years of Desk tickets we have (users often reopen old tickets instead of creating new ones). Is there a component that will do this?
Multiple Ticket forms?
Hello, I'm looking at having multiple ticket "forms" with different fields based off the type of request. For example, we would like to have a form requesting onboarding for a new hire. Some specific information is required and wouldn't be needed for a standard help desk ticket. How exactly would I accomplish this?
Custom Views are gone
Somehow this ended up as a "request" no idea what that is, I wanted this to be a public ticket I didn't archive the views. I still want to use them. What changed????? How do I get them all back? Why did they get archived in the first place?
Delete all contact list
Hello dear i imported the contact list many times and that's caused duplicated for records more than 4 times for each contact i tried to select the contact all and delete them manually but couldn't find this option and it's possible to delete them one by one so how can i mass delete the whole contacts and import them again !!
Searching in the knowledgebase
Searching in the knowledgebase is not working correctly. You need to search twice to get the correct results. Please see video. https://www.dropbox.com/s/73ya1sl0vcr12ko/searching.MP4?dl=0
Triggering transitions/statuses on Desk from the Bug Tracker task
Is it possible to trigger a blueprint transition or change the status of a ticket on Desk from a Bug Tracker task which has been linked with a Desk ticket?
Article display options in Desk
Namaskaram Zoho Desk team, KB Article display permission in Desk is very limited, it's only have display permission to Agents, Registered Users and All Users. Literally one article is associated with one Department. It is nice have an article associated multiple departments. Crafted with ❤️ Zoho Gurus | Zoho One Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any
Assign Agent who forwarded email
I want to design a workflow where any time an email is forward to Zoho Desk, the ticket is automatically assigned to the agent who forwarded the email. I can accomplish this ONE workflow for each AGENT, but I am limited in the number of workflows I can write. I want one workflow that says "automatically assign the new ticket to the agent who created the ticket by forwarding their email." thank you
Zoho Desk Domain Mapping not working
Hi Support, I have done all the steps as per the domain mapping but I was getting 403 Error. I removed the DNS, reset and redid the setup but its still not working. Error Not FoundThe requested document was not found on this server. https://support.arubaitoindia.com/ is going to my hosting site and not to Zoho Desk. Please assist
Recurring Tasks
I would like the ability in Zoho Support to create recurring tasks. For instance, I'd like to be able to assign a task to an agent to perform a maintenance function on a monthly basis.
Agent name not shown for SMTP forwarding
I have SMTP forwarding enabled for Zoho Desk through Office 365. When replying to a ticket, the agent name does not appear. Instead, the default name of the email account is shown. The agent name does appear when sending an email from a Zoho Desk support email address without going through my external SMTP address. The setting for "Show agent name in ticket replies sent to customers" is turned on. Is there a setting that needs to be changed either in Zoho Desk or Office 365 to make the agent name
Customer requesting way to export information on all their submitted tickets.
Hello, I have a large client who is requesting a way to export data on tickets they have submitted to our support portal for their own internal tracking purposes. This request is becoming more a requirement, and I am looking for a sustainable solution. Ideally, this would be something they could do themselves, without having to submit a request for us to do it for them or pull the data and send it to them. Thanks, -Joe
Help Desk Permissions -- not working?
I've set my Help Desk access permissions to all toggled off (open access) and yet users are still be asked to sign up/in when visiting the help desk. Is this expected behavior?
Zoho Support - Best Practices - Ticket Queue & Response Time
Everyday, our customers send requests - they either ask questions (how to's, customization, UI suggestions, etc) or report a problem about our products/services. It is highly important that we attend to such requests based on the "time left queue" and the "importance of the request". When I say "importance of the request", I mean any emergency request that require immediate attention. A patient suffering from cardiac arrest must be treated first than attending to a patient who got of his bones fractured.
Google/Microsoft Third-Party IDP Sign In on Help Center
Any update on the availability or implementation of using third-party sign in IDP providers for the Help Centers? Other Zoho competitors with similar customer-facing portals have easy to use sign-in with Google, not to mention Zoho's agent interface. It would be great if customers could log into our support sites with Google Credentials, etc basically whatever Zoho offers to sign in (https://accounts.zoho.com) - as well as having the hosting organization (us - Zoho's customer) change what their
Some emails not being retrived.
Out of the last 10 emails we have had through to our support mailbox in the last 2 hours, only 5 have been converted to tickets. All the senders were internal, and we've even had one user send 2 emails within 10 minutes and one went through and another didnt. One of the tickets that did get created came through an hour late, all the rest were created within a minute of the emial being received. This only seems to have started this morning. Is there something happening your end at the moment that
Single contact multiple accounts
We have an individual, consultantjohnny@email.com, who is a technology consultant that works with several of our customers. How can I add this contact "consultant Johnny" to CRM/DESK to be associated with multiple accounts. (Company X, Company Y, Company Z). Specifically So that when Johnny sends an email into zohodesk, we can link the ticket to the correct company/Account . For example Johnny may send in an email regarding company A, and then shortly after he sends in another email to Zoho desk
Customer Self Service Configuration
Hi, Currently our helpdesk has 2 deparments, customers can view these 2 departments once they're logged in to the self service portal. Ideally we would like to limit it to only 1 department, Is this possible? Also can we configure the fields when creating new tickets via the self service portal? We would like to remove some field i.e. Ticket Cost, Priority, Product Name and Classification. Is this possible as well?
How do you test a new blueprint whilst you already have an active blueprint in place
On reporting this as a ticket I've been told you can only have one active blueprint per department. If that is the case how can you test a new blueprint without de-activating your current live blueprint?
KB articles for specific customers
Hi, is there a way to make an article visible for specific customers only ? this would allow to write content for selected accounts with some more confidential information.
Email Notifications are not sent to specific agent even though they are associated to that department
Hi, We have an agent who has admin access and is associated to multiple departments. We have enabled notification via email to all department members when ever a new ticket is added/created to that department. However, all user gets the notification email except one user. Not sure why. Please guide on resolving the same. Suggest if you need any further information
Creation of contact group with multiple contacts as its members in zoho desk.
HI, We are using zoho desk as our internal ticketing system. So, members (contacts) will raise ticket from their own customer portal login. For every 10 members, there will be a team leader who is also a contact and would like to see all the tickets raised by their team in one place. So, if person A is team lead, and Person B&C&D are team members, if we create a group and add these 4 people in that group, enable A as head, A can see all tickets raised by A,B,C&D under my tickets option in customer
Contracts
Hi, Can we have exposure of the contracts module in settings like macros and Zoho Flow? Currently there is no way to get information on contracts and do anything with it.
Are there any options to better separate fields and/or sections in Help Centre?
Hello all, I have my Help Center ticket form broken up in to 3 separate sections, but they don't really look like separate sections on the form. The form is laid out with the section titles, field titles, and field choices all left justified, with no way to change whether fields should be displayed side by side, above and below each other, indented etc. The problem is exacerbated when more fields are made visible with Layout Rules, as it becomes even more convoluted for the customer. Don't get me
DESK Connection Issues and Email Sending Failures
Hello For 1 month (and still), we had encountered with conenctivity, email sending and attachment problems on a weekly basis. The random nature of those occurences are maiming our operations. Will there be any ultimate resolution to those issues? We had reconfigured from addresses each week. We have checked the conenction, changed the browser settins; yet the issue is continuing. The worst part is that those issues are not continuous; they emerges on the system, and then don't happen again. There
Zoho Desk: time tracking is too manual; please offer the Zoho Projects start/stop timer feature in Desk!
Unless, I'm missing something, the start/stop timer that's available to Zoho Projects tasks is not available in Desk, which is really unfortunate. We deal in high-volume, fast-closing tickets, but still want to track time to gauge productivity and costs to service each ticket. With the current manual time-entry process, agents are spending as much time entering their time entry as they are working the actual ticket. I'd like to request this feature build within the ticket view screen. It could be
Invoking Desk API from Extension
Hello, Can someone please advise me with a small code snippet how to invoke the Desk API (https://desk.zoho.com/support/APIDocument.do#Introduction) from inside an extension? I have added a connection in Sigma, and added the generated connection link in the connectors part of the plugin manifest. Now I just need to figure out how to do a call from the extension to the API: is this with the ZOHODESK.request call? How to generate the oauthtoken, based on the user account that is logged in to Zoho Desk?
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