Concurrency Issue With Twilio Phone Bridge In Desk
Someone calls in and two employees pick up at the same time. The call registers on both employees' computers, the time clock starts for both. However, only one employee can hear the customer. The employee who cannot hear the customer hangs up / ends the call because it appears that no one is there - when that happens, the call drops for both employees. Customers call is ended as well.
Can't Edit a Field in Contracts
I'm trying to rename a field in my contracts ("Contract Expiry Notification"), but it's not showing up. Please advise.
Zoho Desk Chat not showing up on my site after everything was working fine.
Chat is not showing up in my site, everything was ok until it stopped showing today. I did some minor updates on my code but nothing related to Zoho Desk Chat. https://app.nubix.cloud/ <script>var $zoho= $zoho || {livedesk:{values:{},ready:function(){}}};var d=document;s=d.createElement("script");s.type="text/javascript";s.defer=true;s.src="https://salesiq.zoho.com/support.xxx/float.ls?embedname=xxx";t=d.getElementsByTagName("script")[0];t.parentNode.insertBefore(s,t);</script> That is the embed
Changing the Module order
HI Zoho I would like to change the order of the Module and to swap between Account and Contact.. can i do that? and how? Thank you very much! Doron
Reporting (within a date range
How do I run/configure a report to show open tickets within a specific date range (ie between May 1 to May 15)?
how do I delete my Help Center?
I want to use Zoho Desk's email ticketing only. I'd rather not have an empty help center app hanging around the public web (at https://desk.zoho.com/portal/xyz) I've enabled the "NOINDEX and NOFOLLOW" option, but I don't see a way to just turn it off entirely the way I can turn off other features like Customer Happiness or Chat. Where do I go to get rid of it completely?
email ticket response cannot be read.
When a customer responds to an email to the email xxxx@xxxx.zohosupport.com the comment in the ticket says: "Content is not available. Please try again after some time."
Customer happiness ratings
Hi - Is there a way to see what percentage of tickets an agent closes receives a rating? The majority of our users don't leave ratings, and we would like to put a percentage on this. I can't see a way of doing this.
Zoho Desk with Just knowledge base
We are startup and just starting to grow. We were looking options to give a user guide for our users to start with and slowly migrate into a full-fledged support system including ticket, community, chat etc. Wondering is there an option not to show "Add a ticket" and disable "My Area" tab ? Thanks.
ZOHO LiveChat will not 'enable' or show embed code.
I'm trying to enable the AOHO livechat function to embed it on our website. However, the Chat section in ZOHO Desk Channels never refreshes after the 'enable' button is pushed. There is a small flag that comes down from the top of the page saying: "Your LiveChat Account Enabled Successfully", but nothing else happens and the Chat section of 'Channels' stays empty.
Cannot access Zoho Desk after host mapping
Hi there, I am starting using the CRM Plus last week. I try to configure the Zoho Desk according to "Support Customers from your Own Domain", however, once the system validate the setting, I cannot access the desk support through support.ourdomain.co.nz/support/xxxxxx, can you please reset my Zoho Desk to default setting? Thanks a lot
Triggering emails from contract expiration dates under SLAs
Is it possible to set up a rule that triggers an automated email to contacts within an account when a contract expires? Right now I have an alert set up to support@ then they need to set up a ticket with an email template, but it'd be great if we could skip support all together. So, it could be that the contact directly receives an email and an alert is sent to the people selected in the automation rules. What do you think?
Problem with zoho help center background colour
Hello I have an issue with help center: I set up our help center background colour as white in "Help Center Customization" field, but it turns dark blue when I open the help center, even though it is still white in customization. https://desk.zoho.com/portal/veloscientsupport/home
Domain mapping not correctly
Hello, This week I was starting to set up our new support desk. I have mapped the domain to helpdesk.proplanet.nl so now the Zoho Desk website is running under https://helpdesk.proplanet.nl/support/proplanetbv/ But appearantly I performed the wrong action, because the site is not available anymore. Can you reset the domain? I also want to know how this domain mapping is done normally? Our main domain is proplanet.nl I presume this has to be provided as our domain, and not helpdesk.proplanet.nl. We
Can I create folders in a department to categorise the tickets?
Hi there, Can I create folders in a department to categorise the tickets? Please help thank you BR, Betty
Remote Authentication Response Codes
Hi I have tried to use the Zoho Desk Remote Authentication. So far so good. My system gets the request authenticates the user and redirects to the desk. I get the errorcode that the apikey is wrong although its the same value like the example script created. Any ideas?
Unable to create thread
After creating thread, why is the From showing To address. Say i created thread From: mailFrom@test.com and To: support@test.com After opening the thread in zoho and on my APP. i see the From address is support@test.com and not mailFrom@test.com Any why is the thread needs to be isDraft true all the time? Rama.
Due date rule shouldn't fire on manual enter
When I enter a ticket manually and provide the due date in that form, it gets overwritten by the rule that sets due dates for incoming tickets. Obviously not what I want, I just entered what it should be.
Disable Department
Good morning I have a question. I need to disable a department, actually I moved all tickets to other department but the system say that is necessary to move all the agents too, my situation is that I have the same agents in both departments. What happen if I transfer agents? Will be overwritten? Can access in the same way without problem? Thanks
Chat in the signature of our emails
Hi all! We are planning to add an image or bottom (something like Chat with me!) in all the e-mail's signature of our agents in Zoho Deks but in our oganitzation we use also Zoho Sales IQ, how we can proceed in order to avoid issues? Thank you!
basic features are missing
You have updated Support with new APIs? I found there are few basic APIs missing in your support desk. like - filters to get tickets - unable to create thread - attachments are created by name is always same. (may be related to API key user) As there basic features are missing, we cant be using zoho anymore. I haven't heard any reply to my support tickets on these either. Rama.
Comments not being recieved & same notifications being recieved every hour
Hi Zoho Team, My some of our clients have informed us that they are receiving the same ticket notifications over and over. Some are receiving it on the hour. Also, some clients are not receiving the reply/comments that we made public which is causing issues as we are now missing SLA's due to the clients not responding to messages they are not receiving even though we have sent a reply. Please could some look into this and let us know why this is happening and also correct this. Regards, Dwayne
Zoho SSO integration - Unable to signup
Hey, We have enabled remote authentication for our services and configured everything successfully. We were able to signup and signin users previously by using the zoho api following the instructions provided here https://www.zoho.com/support/help/remote-authentication.html. Right now we are having trouble signing up users to the portal but users can sign in successfully. While trying to signup users: I get a page saying: Sorry, the page you have requested was not found
Forms
Good day all, is it possible to have multiples forms ( hosted under the "Help Center"). E.g. a form a manager can complete to create net work accounts for new employees.
Possible to pass custom date in Desk Live Chat embed?
Hello, Is it possible to pass custom data via the javascript Live Chat embed script? We'd like to pass fields like "Organization", etc.... Thanks
Department head access
Good day all, I want to know if is possible to give access to all tickets for a particular department to the manager of that department. e.g. a manager would be able to logon and see the status of the tickets for her or her department
Get a list of departments via API
Hi there. Is it possible to get a list of departments? Or get accounts, contacts, requests for all departments via API?
Help Center Creation
Hi, In our company we have two different brands (Brand1 and Brand 2). And each one has its own department in Zoho Desk. By default, Zoho Desk creates a portal with the URL https://deskportal.zoho.com/portal/brand1 Now, I'm trying to create a new Help Center with the URL https://deskportal.zoho.com/portal/brand2 but Zoho doesn't allow me to do it. It is possible to do this? At this moment, I'm not able to create a subdomain in my company's domain. What else can we do? Thanks for your help.
Deactivate spam filter
Hello, Please deactivate spam filter for my portal. Regards, Kunal
Asterisk - Twilio - ZOHO Desk - Yealink integration
Wanted to see if we could get some help. Below we have outlined where we are in the process of integrating both our hard and soft phone via Asterisk (on AWS) – ZOHO API – ZOHO DESK Server. We have gone thru several trial and error methods including the documentation from the ZOHO web site without success. Attached are some log files and links showing the error statements we are encountering and it seems there is a disconnect between the API and ZOHO servers. Our ultimate goal is for our ZOHO
Yealink phones + soft phone (ZOHO) + Asterisk (on AWS) + ZOHO API + ZOHO Server
Wanted to see if we could get some additional help. Below we have outlined where we are in the process of integrating both our hard phones (Yealink) and soft phone (ZOHO) via Asterisk (on AWS) – ZOHO API – ZOHO Server. We have gone thru several trial and error methods including the documentation from the ZOHO web site without success. Attached are some log files and links showing the error statements we are encountering and it seems there is a disconnect between the API and ZOHO servers. In short,
From address not working
Hello, The from address is not working and i have insert my custom email everywhere in each template. Please look into the matter, i have been calling you but no one is picking up.
Custom Functions
When trying to create the Custom Functions i am Getting this error as Unable to process your request
Create Thread
Hello, i found out that when we create a ticket, we can have From: xyz@mail.com To: support@zohodesk.com Where as when we crate a thread we cant? why? Same thing with attachment. Rama.
If I merge two tickets, will I be able to read their original information?
Hi there, If I merge two tickets, will I be able to read their original information? Please help thank you BR, Betty
Moving tickets from one department to another
Hello I need a support with this situation, can I retain an agent assigned to a ticket and the status when moving it from one department to another? Thank you
Employee Absence
We have a support mailbox setup such that all support inquiries get put into a round robin and support tickets are evenly dispersed. If, for example, an employee unexpectedly leaves work 2 hours early, what is the recommended way of dealing with the tickets he or she might be assigned during their absence so that customers are not adversely affected? If one agent only works from 9 - 2 instead of 9 - 5 what's the best way to deal with this?
What's the difference between "thread" and "conversation"?
Hi there, What's the difference between "thread" and "conversation"? Please help thanks BR, Betty
Agent activities registering to different user
Hello, One of our user's is having a strange result in Zoho Desk. When she performs an activity notifications are created that attribute the activity to my account. This is in the notifications list when you click on the icon at the top right of the screen. For example it will say that I reopened a ticket, instead of listing this user's name. We're both listed as Admin - Support Administrator. I was the one that created and setup the accounts for the company. Any idea of how to correct this?
exporting Happiness rating
When I export ticket data to be used as input to Zoho Reports, I don't see the Happiness Rating - why not? Is there some other way to get this information exported?
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