How to show a custom field from Accounts in new tickets?
Hello, In Zoho Desk I have a custom field in Accounts module called "Collections". It's a checkmark that lets us know if a customer owes us money and is in collections. How can I show that custom field in the new tickets that are opened?
Creating separate products for mobile app and web app?
I'm just curious if anyone has created separate products for their mobile app and web app. The actual product is the same, but the application type is mobile vs desktop. I didn't know if it would help make setting up templates and workflow rules easier if they were set-up as two different products or if anyone has found a better way. Thank you! Kristy
How can I create a Custom Function that searches for tickets based on part of the subject of the ticket just created
I am looking for examples or documentation of custom functions for Desk but I don't find examples of search for tickets based in part of the subject. (subject contains a string). Something like: zoho.support.searchRecords("Tickets","PORTAL","DEPARTMENT","Subject","contains(*tarea*); Any ideas on how to accomplish this? The objective is to link the tickets or merge the tickets with the function.
How do we change the default time for displaying agents tickets ?
Hi, We are sortof still new to Zoho desk, but have lately discovered that some of our agents have trouble to locate older open or "on hold " tickets since they are about 3 months old.. Is there anyway to change the default view setting for agents from (i assume) 30 days to 90days or more ? //micke
Can I set a default email template that is applied when Agent selects 'reply' or 'reply all'?
Can I set a default email template that is applied when Agent selects 'reply' or 'reply all'?
Using snippets on iPad or Android tablet
Hi There, I was glad to see you introducing the snippet tool. Can you tell me if it is supported on iPads and Android tablets? On the PC it's triggered by TAB. All the best, Ron
Email template
Hi Need help about the ZOHO desk email templates customization
How to customize Spanish translation?
I want to change some bad translations and change others to fit them to the local terms. How can I do that in Zoho Desk? I couldn't find where to do it. Best regards Gustavo
How to get AHT and other basic KPIs?
Hi, Hopefully, someone can help me with this. I have set up Zoho Desk for answering customers' emails, however, am not able to find how to extract AHT to get average and total handle time with an additional breakdown by time periods and products/classifications. Thanks! Regards, Bogdan
Content of Ticket in Notification mail
Hi I would like to know if it is possible to get the content of the ticket into the notification mail. For example. When my client send a mail and Zoho Desk creates the ticket, I receive a notification mail tha my client has created a ticket but on the mail it says "view ticket". Instead of "view ticket", I would like to see my clients request. Is this possible? Regards Leighton
Support for Facebook Direct Messages
The ability to add Facebook Direct Message conversations as tickets is the next logical refinement in our integration with Facebook. Many of you have also requested that we build that. Starting today, we've added that ability to Zoho Desk. The following are three things you need to know about this integration. 1. Automatic Ticket Creation: All the Direct Messages your team receives on Facebook can be automatically created as tickets on your Zoho Desk account. 2. Routing and Assignment: These tickets
Bulk update gone?
Under zoho support, we used to be able to do a bulk update for a field in all of our accounts from the main account page (select all 50 per page) and then set what we want to update. Is this feature gone with the new Zoho desk? Can someone suggest how to do this under the new version?
Is it possible to create Separate Logins for Existing Clients and New Enquiries?
I want to know if we can have a separate logins for Existing clients and new ones. This is because 1. We need to give priority to the tickets submitted by the existing clients 2. Tickets submitted by existing clients should goto a different agent and tickets submitted by new clients should goto different agents. 3. Restricted Knowledge Base- We want existing clients to have access to some insider articles which should not be visible for common people.
Beta Ticket Viewer display issue
When opening a ticket via Account View, Tickets, a beta Ticket View is displayed to the right. When you click on the expand icon certain compulsory fields display -None- even though the setting is correct in the background. The fields affected on my system are Actions Required, Priority and Classification.
How can I configure sync with outlook calendar
Good morning It possible to configure the sync of the due date in the tickets with the outlook calendar? Thanks
Phone Integration with Zoho Desk
We currently use Asterisk and a custom built queue tracker for all incoming calls. We are looking to move over to Zoho Desk and integrate our Asterisk phone system. We have 3 departments that take incoming phone calls, Billing, Sales and Tech, in which
Edit customer statisfication UI
how to customize the customer satisfication part . I need to change UI of customer satisficaton
Testing Zoho One + Desk : How to restart Desk from scratch after trial?
Hi, We have played a lot in Zoho Desk after activatig the new Zoho One product. We made a lot of mess too. If we go for the paid version after the trial, is it possible to restart Desk from scratch? (Only that module since we already have many user information and data in other modules.) Thank you very much for your help. Alexandre Leclerc
Custom views not working
When creating custom views the results are inconsistent with the tickets on the system: Created a custom view with the exact same filter criteria: the first shows 35 tickets the second shows 1. Are anyone experiencing this same issue?
Questions on how to use & customize ZOHO ticketing system
Dear Sir, I have some questions on how to use & customize Zoho Ticket : 1. We agree (in our organization) that "users" can reply & re-open the closed ticket if it isn't done yet or need revision. And to monitor "agents" performance on the above, we need to calculate no. of re-open ticket. How can we detect & calculate re-open tickets in report? What should we do to trigger the required info? 2. We already set auto-assignment by agent by brand(s). If one "user" handle more
Does the iOS ZenDesk application have the functionality to add attachments to new or existing tickets?
Hi, Does the iOS ZenDesk application have the functionality to add attachments to new or existing tickets? Thanks, Oscar
No response from Account Manager
Will Account Managers ever respond? Not responding even during the trial period. So should I expect after a purchase? Need to set up for 7 users with Twilio integration and still waiting for a call after numerous emails to the account manager.
Bug on Mobile Chat widget
We found two bugs with the built-in Chat on Zoho Desk Enterprise version. We are testing with Samsung phone using Chrome. 1. When you try to end a chat you click the {+} button and then you click the Power Icon (close Chat). The system then asks for your rating. After you leave a rating the button says [Close Chat Window] . The Close Chat Window button will not close the chat window, it is stuck and you cannot get back to the website. This also happens if you click “Skip” on the Rating screen, you
CREATING A TICKET AFTER PAYMENT
Hello. We are a designing services company and we want to integrate the Zoho help desk to our website. We will use the ticketing system in two ways - Normal ticketing system which provides support for the user doubts and questions - Paid ticketing- User pays a fixed amount and once the payment is successfully made a ticket is created. A designer I am looking answers for following questions 1) Can we integrate Zoho helpdesk seamlessly to our website (with our logo and branding)? 2) Can we create
Export Button Disappears After Customizing Report
I've been using the reporting module of Zoho Desk to track the number of open and closed tickets our support team gets each week. When I go to add a column for criteria that isn't there by default, I lose the 'Export' button that would allow me to save as an Excel Spreadsheet or CSV file. I copy/paste the information over to a spreadsheet, but it would be good if I could just export the customized report. Is this a known bug?
Status set as Closed after I send an email
Hi, Since last week, everytime I reply to a customer via email in a ticket from Zoho Desk, the status of this ticket is automatically changed to Closed. It is not helpful or desired as the ticket is not always to be closed, I can be asking for more details or still working on the ticket and sending customer an update. Could you, please, help me to identify what is causing it and how to stop it ? Thanks, Vanessa vanessa@innovative-edge.com
Feature Questions Concerning Customer Notes
We are converting from a basic system called CRMDesk to Zoho Desk. We already use Zoho CRM. In CRMDesk there is a feature that allows us to create private notes for a customer. In Zoho this would be called an Account. We don't see such a feature in Zoho Desk but do understand very well that we can add notes at the account level on the Zoho CRM side. The issue is that we don't want our support agents to be able to see every little thing on the CRM side like quotes and communications with the clients
Questions about Zoho Desk
Hello, We are currently trying the Zoho Desk solution, and there are slight details we would like to modify. 1. On the customer portal, during registration, there are currently only three fields to fill, is it possible to add more of them ? (Job, Company name, ect ...) and make them mandatory ? 2. On the customer portal again, when the customer creates a ticket, it would be very useful for us to be able to delete the "Object" and "Priority" fields. (if not possible, at least not having them as mandatory
Creating tickets on forwarded email
We have support@owncompnay.com email address on which our customer sends email to create a ticket. One of our customers wants to open a ticket by sending an email to his Itsupport@abc.com email address. When i apply redirect rule on mail box itsupport@abd.com then it forward an email to support@owncompnay.com but does not open the ticket. However, if agent replies to that email and in response to that ticket requestor reply again then it creates a ticket.
Add ticket created by to the Ticket views or on the Ticket
Is it possible to add the info for Ticket Created by to the Ticket views? Or shown below the Assigned To:
Forwarding email address for ticketing emails
Hi guys, Zoho Desk came with support@examplename.zohodesk.com I should mention we are on the free plan We made a forwarding address on our domain: helpdesk@examplename.com to forward to there Works fine, only when I communicate with someone and they hit reply it sends it to both addresses, and so I get two email notifications and see two responses on their ticket Any way to not have duplicates in this case?
Bad, bad, back button being belligerent.
Bad, bad, back button being belligerent.
Agent Reset Password
Hello I have a situation with an active agent, he need to reset his password but he couldn´t, the system say that the user doesn´t exist. Thanks for your help
Zoho Desk account became CRMPlus?
Hi, We've been using the Free edition of Zoho Desk alongside our paid Zoho CRM account for a few years now. Today when I went to log into Zoho Desk I got redirected to crmplus.zoho.com with a message that our 14-day trial has ended. None of the administrators on the account are aware of signing up for a trial. I'd like to go back to using the free edition of Desk for now, if we "cancel" our trial will our old Desk data remain? Desk seems to still be creating tickets & sending us E-mail notifications
Contact Search API
Hi, We used to retrive contacts in Zoho Desk portal using the below API request. But now it returns nothing, and shows an error code 4832. Below is the request : https://desk.zoho.com/api/json/Contacts/getrecordsbysearch?authtoken=<>&portal=<>&department=<>&searchfield=Phone&searchvalue=<> Now we are trying to use the new API request as per your docs. ie https://desk.zoho.com/api/v1/search?searchStr=<Phone Number> This request doesnt return the contact with no ticket. Can you help us with Contact
No customFields in GET "List tasks by ticket"
Hello, i use the New Zoho Desk API to get all Tasks from one Ticket. https://desk.zoho.com/DeskAPIDocument#Tasks#Tasks_Listtasksbyticket There was a Response example: {
"data" : [ {
"modifiedTime" : "2016-07-14T08:22:16.000Z",
"customFields" : {
},
"subject" : "New Testing Task",
"departmentId" : "3000000007043",
"dueDate" : "2016-07-21T16:16:16.000Z",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : null,
"priority" : "Normal",
"createdTime"
Continuation of a cut off chat: When we click Send and Close or Close Support Request, the status ends up as cancelled.
Issue: when we click Close Support Request button or Send and CLose when emailing, the ticket status ends up as canceled. The customer receives the cancellation notice and there is confusion that ensues. Shrivatsan Greetings Zoho CRM Plus Support! Jay Larson hello Shrivatsan Hello Jay Larson Did you see my question? Shrivatsan yes Let me check Sorry for the delay Jay 9:24 PM Have you set up any Workflow rules ? Jay Larson not that involve the status cancel Shrivatsan Can you please
Ticket status changed from Closed to Helpdesk
Hi, I'm new to Zoho, as an administrator, and have noticed that somehow changes that I have made weeks ago have caused the ticket status from showing the default of "Closed" to "Helpdesk" when the ticket is complete or truly closed. When I view the option Under Configure Status, it shows a pick list of Closed or Open. Closed is the status we are always saw. However, now Agents are seeing Helpdesk as the status, not Closed. Any thoughts as to what I did to cause this or, even better, how to resolve
Information in ticket list view
Hi, Is there any way to display classification and/or tag in the ticket views? Say, when I'm in list view, "Open Tickets" and I want to get a quick overview of how the tickets are classified - without having to open every single ticket and without having to filter (and lose my overview) Thanks, Esben
Using Zoho Desk
We are trying to move from using SugarCRM (super old version) to Zoho Desk for our case pipeline. We are currently using ZohoCRM for our CRM. The way we have it set up now, is we have a webform already built on our website for the pipeline that clients enter their issues. The issues are then sent to the SugarCRM and emails are sent out from there to us to assist. HOWEVER, I'm trying to figure out how I can use our current webform already on our website for Zoho Desk without having to build a
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