due date not visible while creating a ticket
due date doesn't appear while creating a ticket... how can i set due date, 2 days from the date of ticket creation...and it shows the time in due date field.. finding difficulty in assigning rule please help me out
Time based trigger
I created a new ticked with a supervise that it will trigger a alert after spend 20 hours on the ticket. This is not working directly but after a period of time. What could be the problem. See attachment where you can see the history.
Description
Why do we not have description in both GET Tickets and Threads? Its a pain, trying to call multiple times for each item to see summary/description. Also there is not much to show when i get a thread Rama.
Is there any way to let unknown user to open ticket and access to live chat?
Is there any way to let unknown user to open ticket and access to live chat?
Unable to add support email address and from address
I am unable to see any options to add or update the support email addresses and add from address on the Support Email Addres page after clicking on the required buttons or links on that page. nothing shows up after clicking on those links/buttons. Firefox: ActualLoading: timer startedShowHomePage.do:6 PageLoading: timer startedShowHomePage.do:6 PageLoading: 442.09msShowHomePage.do:317 JQMIGRATE: Migrate is installed, version 3.0.0 jquery-3.1.0.templates.min.js:1:86706 ActualLoading: 3249.3msShowHomePage.do:173
can't invite a user to our crm+ account and desk
Hi, my new collegue can't be invited to our desk portal. Can you help me with that situation? Thanks
Handling tickets between departments.
Hi, I have more than one level of customer support all are using Zoho desk (I created a department for each level) .The Question is "how can I handle tickets between departments?" according to the following workflow. Dep. A agent create a ticket and he should escalate to Dep. B (move ticket) and keep monitoring the ticket and interact using comments. Dep. B Admin will assign the ticket to one of Dep. B agents. -Dep. A agent ,Dep. B admin and Dep. B agent will see and monitor the ticket while it is
Forward problems
Hello I am having big trouble receiving emails from sales@mydomain.com to sales@mydomain.zohosupport.com It suddenly stopped the forwarding due to "rejected by destination domain" It is extremely urgent. Please help Mariano
getrecordsbysearch is missing Description
When i am using getrecordsbysearch is missing Description. Its null all the time? Common Status is Open/Close But when you use getrecords i get description and Common Status is Created, viewed..
You guys are rejecting our emails!!! Need urgent help!
All emails being forwarded from support@luxerone.com to support@luxerone.zohosupport.com are being rejected. NEED URGENT HELP!!!! Some recipients of support@theluxergroup.com might not receive your message. We will attempt to deliver your message to the following recipients, but they failed to receive some other recent messages. Below is a sample of recent errors we received when trying to mail these recipients (these are not errors from your message.) su.....@luxerone.zohosupport.com: Google
Prevent Contact Notification from going out when a ticket is opened by an agent
Hi - wondering if its possible to make the sending of the 'receiving a new ticket' contact notification on the channel that the ticket was opened from. For example - when a Zoho Desk agent opens the ticket from an inbound phone call, we would like to prevent the notification email from going to the contact as we would prefer to send a custom email in that scenario. Thanks,
Empty my database please
Hello, I've made some trial departments and categories before I founded out they are for life. Please restore my database so I can make a fresh start. With regards
Zoho Desk Reports
I need some assistance with the following exported report of the last 7 days from the report dashboard. The numbers don't make sense to me. We have entered business hours of 8am-5:30pm M-F and have sat and sunday with out hours . Does the time still get calculated on these days? it is appearing to and radically changing the resolution time from one day to the next. Date New Support Requests Closed Support Requests Backlog Great! Okay Bad First Response Time Response Time Resolution Time 19
Advanced email customization
Hi, I've been able to create a responsive table for my user invitation email. My only problem is that i'm unable to customize the button to "accept invitation". I also tried to use the "link" placeholder, but in that case appears blue (due to the a href element generated.) Is it possible to: Customize the button (colors, text, size, style...)? Customize the color of the link generated by the placeholder? ${PortalUser.ACCEPT_PORTAL_INVITATION::Accept} Use a placeholder that outputs only the link
Social integrations
Hello, I'm hoping someone can give me some info. I feel like Zoho is way more than I need and seems complex but that if I get it sorted out maybe it can work for me. I'm just hoping someone can answer a few questions that I can't seem to find. My trial is for Zoho crm plus but the main issue I'm trying to solve is help desk type issues but with Zoho it seems you need a lot of different products to get things accomplished so I got the Plus. I'm trying to find out the relationship of how the help desk
Integration OF ZOHO Support with SMS
Hi Can zoho support integrate with SMS . Example I send a sms to a predefine web number and same gets converted to a ticket . Regards Manish
Read Status is always false
<fl val="Read Status"><![CDATA[false]]></fl>
All tickets not shown
I'm testing Zoho desk so maybe I've set something up incorrectly since I'm new to this system. I've set up 3 email accounts - each one linked to a separate department (including the default). When I pretend to be a customer and send emails to zoho desk from various email accounts not all of them show up in the all tickets screen. I have sent 5 tickets from 3 accounts - only the first 3 tickets appear in the all tickets screen. When I accept the registration as a customer I can see my 3 tickets there
Layout of Tickets Screen
Is it possible to change what information is on the Tickets Listing screen? There are a few other pieces of information which would be nice to see on this screen (Product or Category) or potentially a custom field. This is something that I think would be great to be controlled at either the Agent or Department level. I've been getting good feedback from my team, but one big concern was ticket organization. Thanks! Ernie
Present Agents with Required Bug Reporting Fields in Desk and Pass CRM Information in to Bug Tracker
Is it possible to make the required fields in BugTracker show up when users go to add a bug in Desk? If not, I'm not totally sure what the point of having these required fields is in the first place. Not being able to require users to provide certain information is a bit problematic when it comes to reporting bugs. As far as my second question goes, is it possible to have BugTracker fields automatically populate with relevant customer information pulled from the ticket such as the contact's name
Would like to know all zoho desk apis
Hi, I been integrating ZohoDesk into our application and found out there are other APIs which are not mensioned in Developers guide. so i would like to know all zoho desk APIs. Thank you. Rama.
Converting JSOS to object
While reading getrecords result in JSON. i get this error during deserialize. Is there a better way to convert JSON string into some zoho object/wrapper Cannot deserialize the current JSON object (e.g. {"name":"value"}) into type 'System.Collections.Generic.List`1[MVC_Client.Models.ZohoDesk]' because the type requires a JSON array (e.g. [1,2,3]) to deserialize correctly. To fix this error either change the JSON to a JSON array (e.g. [1,2,3]) or change the deserialized type so that it is a normal
Widget Development for Customer Portal
For the Customer Portal, we want to develop a widget. Our widget needs to be aware of the current logged in customer. We would then use those customer details to further query the API for additional customer details. Can this be done?
Description Field is null
Hi, When I use the GetRecords method with the "Requests" module, the "Description" field value is always [null]. If I check the Request values by using the GetRecordsById method, the Description field value is correct. I consider this as a bug. Can you please check? Thanks, Dirk
How to completely change helpdesk name / email or delete it to start from scratch?
Hello, I was trying to create a test helpdesk before trying to use it with my official Zoho Account, it asked for my email, helpdesk name and other stuff. I used the test data, but my Zoho account was signed and now the test name is under my official zoho account which I cant afford to have it. The test name is all over the helpdesk. Is there any way to delete it completely and start from scratch? If so how? Otherwise, how do I completely clean the helpdesk name, email, etc? Everytime I try to change
how can i change old version zoho support?
I can not find the button to go back to the old version from my profile menu for a week ago. Could not I go back to the old version in the future?
Department overview on home page?
I'm testing zoho desk (professional level) to see how it compares against Helpscout (which I already use). Since I use Zoho CRM then using zoho desk would make more sense. At present I'm a one person company but I set up departments because I'll be receiving emails from my clients for different things such as general support, webcare plan support, technical support etc. With my current provider I can see at a glance on my dashboard the number of tickets that have come through to each email address
My company email address keeps getting blacklisted in Zoho servers, anyone else having this issue?
My company email address continues to get blacklisted (marked as SPAM) by Zoho Servers. This has happened about 3-5 times in the last 6 months and the impact is that emails never make it over to Zoho Desk. Every time I contact Zoho Support they eventually get back to me (not timely I will add) and say they have added the email to the SPAM list and the issue goes away. Why does this keep happening and what can be done to prevent it? Thanks, Hunter
First Response Time in Reports
Hi, Can you tell me if it is possible to show a list of tickets with their first response time? Thanks, James
Where to find unique system ticked ID or Case ID
I am trying to program custom function for Tickets in Zoho Desk and as parameter I want to use ID but when I want to test function I cant find nowhere ticked ID (its not in url as in CRM or other services)
how do i delete attachment files in my ticket?
Hi there, I tried sending a ticket, but I guess the attachment files are too big, is there anyway that I could delete some files? thanks BR,
[Reports] Search by Executed time
I'm trying to pull a report and unable to choose "executed time" as a search filter. How can i do this?
Knowledge base password
Hi, I'm setting up a knowledge base and community forum for our organisation. I've setup a test account using my personal email so I can see how it will look to an end user, however i can't login as I've no password. When i click on the Forgot password link to reset it, I dont get any email with instructions. Why would this be? And is there a workaround? Thanks Jane
Is it possible to trigger a workflow rule when an agent replies to a ticket?
I can see how to trigger a workflow rule when a client replies to a ticket but I need to trigger a rule when an agent responds to a ticket. Is this possible? Thanks
Is there a way to get a direct link to an attachment in the Knowledge Base?
We would like to include direct links to attachments in the Knowledge Base to use in email templates both to clients and between departments since there isn't a way to create templates with attachments already attached. However, there doesn't seem to be an easy way to do this. Is this possible?
Help! I've set domain re-mapping to our website by mistake. Can't reset it myself.
Please reset our Zoho Desk domain to it's default state. Thank you in advance. Is there a way to do it myself?
How to make feedback widget works properly?
Hello! I'm trying to implement the feedback widget on my site, with no success so far. The problem is the feedback widget uses jquery 3.1.0 which is overwriting the jquery I'm using on my site, which is 1.11. My site stopped working because of the widget. I'm not able to upgrade the jquery version righ now so I would like to know if there is another way to implement the widget. Thanks! Julio
Trouble Enabling Live Chat
I can't seem to enable live chat.. When I go to my organization, I turn on the chat, it tells me it's enabled. I looked in my department, I looked at the chat settings, and its just a blank screen.. Also notice no matter how many times I enable Twitter/Facebook on these pages that it doesn't save... Thanks in advance for help.
Help with workflow rule needed. Defining proper criteria for "From Email Address"
Hi, I'm building some automation upon request creation and need help with proper criteria defining. We have a department, that have more than 1 incoming email (from email address). How do I build a proper criteria to check that "From email"? I tried: - "To Address" is "mailbox@domain" - "To Address" contains "mailbox@domain" - "To Address" contains "mailbox" - "Email" contains "mailbox@domain" Is it case sensitive? Thanks.
Is there a way to make request attachments 'internal only' so they can't be viewed through the customer portal?
Hello, We have noticed that all attachments added to the Request is viewable to the user via the customer portal. Is there an option to hide attachments added to a request? Since we track internal research against each request we often need to attach sensitive documentation that is for internal purposes only. We do NOT want the client to be able to view some of the attachments. If there is not a current work-around for this, do you know if this ability is slated for any future builds? Thank you!
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