How can I duplicate a request in zoho?
Is there an option to duplicate a request that I already have in Zoho? If there is I can't find it. This would be extremely helpful when adding requests where most of the information is the same and we just need to change a few details. Would save
Unable to send email form Zoho Desk
"Momentary issues with the mail server" - Error while sending email
Guide domain mapping in zoho support
Hi, I have a hard time setting up the domain mapping in zoho support. I have configured a CNAME in the DNS zone and I have configured domain in zoho support configuration: https://www.zoho.com/support/help/domain-mapping.html Error message: "Make sure
Zoho on my Desktop will not send SMS Verification text
I have Zoho on a desktop and a laptop. I'm writing this from my laptop because I cannot login on my desktop. I enter my username, then password. Zoho then asks me to the the OTP that it has sent to my phone. That SMS text never arrives on my phone.
Show specific and hide fields based upon selecting Dropdown Field
Hello Zoho Support, Is it possible to do this show and hide fields based upon a dropdown field on the ticket form? https://help.myeg.com.my/portal/en/newticket Kindly refer to the gif image below for your information, the example below form is not a
Unable to open Zoho desk
Unable to open Zoho desk
Unit price is still visible
Hi, my problem is, that I have changed the Unit price in the products to "Don't show" and in the Ticket the Unit price is still visible. I don't know what I do wrong or what setting I have missed. Please give me a hint. Thanks in advance. BR
Filters are now supported in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Desk Android mobile app (v2.5.1), we now support the option to filter the ticket listing based on the criteria such as Department, Agent, Status, Priority, Channel, Received in and Due Date. Please check the GIF below
Get Profile Picture from SAML Attribute
Is there a way to get the profile pucture for an agent or customer from our AD or MS Office and map them to an attribute in Zoho Desk? We want to automate the profile pictures from our employees just as we did with the lastname, firstname and e-mail.
Creating a new community
Hi, We want to create a new community. We are facing the issues with mapping a domain. Can you please provide the detail steps to create a new community? Looking forward for your reply.
Making Another community
We already have a community regarding our business. We are creating sections in our business regarding various topics. So I wanted to know how to make another community related to our business
Reply Action
When hitting reply or reply all in a ticket, the left side info bar automatically changes to Suggested Articles. We need that to stay on Ticket Properties. Having to click back to Ticket Properties every time is frustrating for our Agents. I searched
Change help center link
Hello, Is there any way to change ticket link in the help center to https://help.myeg.com.my/portal/en/newticket instead of https://help.myeg.com.my/portal/en/myarea? Kindly refer to the screenshot below: and is there any way we can change the description
Fetch ticket time entries
Hello, I want to know how it is possible to fetch/search all time entries like with the tickets search API. -> https://desk.zoho.com/DeskAPIDocument#Search#Search_TicketsSearchAPI Inside the time entries we have some custom fields (bool) and need to get
Brand logo doesn't show on Community posts
As you can see in the screenshot below, the brand logo for the community articles is not shown, instead an ugly anonymous avatar is shown. It seems to show after a user has logged in and clears the browser cache, but most of the users aren't logged in
Moving Tickets and Maintaining Assignment
When a ticket is moved from one department to another it defaults to UnAssigned. Is it possible to maintain the ticket assignment when moving tickets between departments when the agent is assigned both departments?
Extend Field Update for date fields to include months
Currently you can only add plus 99 days. It would be nice if this included a months field so you could do a due date of 3 months or 6 months out.
Bulk action / mass update desk ticket time entries
Hello, we need to update a high number (~ 2000) of time entries on a specific date (on the first day of every month). To be more presice: Time entries contain a custom field (bool) and all time entries which have the value "true" need to be changed. How
Replies from contacts in CC are created as new cases in ZohoDesk
We have escalated an issue where the replies to the cases from the contacts in “CC” are getting created as separate cases in ZohoDesk . It has initially started with one department and was later noticed across multiple departments. We are not happy with
Can someone help me get a time tracking per agent per day report?
I'm trying to figure out agent productivity. In other words, if an agent is working for 8 hours a day how many of those are spent actively working on any and all tickets?
Download updated tickets with api
Hello, I am trying to obtain data of the tickets (including custom fields) and mantain updated the info in a external database (in other cloud). But with api I can't find a way to download the tickets that are updated or created from a specific date time.
Is there a way to alter / add Ticket Charge Types
Is there a way to alter / add Ticket Charge Types in ZoHo Desk, Professional Edition? For now it seems the entries there are given, are standard Types out of the suit. Thanks for the response.
Ticket reference not working from different senders / internal tool
Hi, we try to do the following: Whenever a customer gets a new licence, our sales department sends a email to support with the licence details. This opens a new ticket. After everything is set up we send out an email with an internal tool, that uses an
Feedback widget with multilanguage
Hello, we are a SaaS offering our software in spanish and in english. Our help center is available in multilanguage, and we want to do the same with our widget. Right know, it seems that you can make a widget with only one language, is it possible to
Ticket comment with custom function
Hi, how can I add a formatted comment to a ticket by using a custom function? In the arguments of the custom function I can't find anything related to the comments in the ticket. Any suggestions? Thanks and BR
Create tickets on behalf of the sender while forwarding emails not working forwarding from mobile phone
Hello...We are migrating from Freshdesk to zoho desk and so far all has been great except... I have a google workspace account with a custom domain and if I forward an email logged in from my google account via the gmail web interface then tickets are
Can we change the text displayed under help desk modules?
Hello everyone! I'm not sure if it is possible but can users customize the text shown in the image below? This information is visible on my zoho help desk. I don't know how to edit the information under each module name. Is it possible?
New ticket is created in a different department when somebody add a reply to ticket
Hello, We have a little problem when somebody reply to a ticket from email( not sure if it is happening also when reply is from customer portal) a new ticket is created in our default department with the same ticket number as original ticket and in Subject
Social Brand Cannot Delete
Hello, Social Brand cannot delete from our account. Can you please check this?
PLEASE Add Cliq as an option to Zoho Desk Notification Rules
We use Cliq for our internal communication and the integration between Zoho Desk and Cliq is SERIOUSLY lacking! We have tried the deskbot and is not useful. We don't want Email or SMS notifications when we are communicating in Cliq all day, so please add Cliq as an option on the Notification Rules for Agents and Departments. We need to be able to turn on specific notifications like when mentioned in a comment or a new ticket is shared with a department. These options exist only for Email or SMS...
After "no SPAM" no workflow applied
Hello, If a ticket ends up in the SPAM folder and is subsequently marked as "no SPAM", no workflow is applied. Here I actually expect the normal workflows for new tickets to be applied when a ticket is marked as "no SPAM" and thus moved to the normal
Zoho Rich Editor (ZohoDeskEditor) does not work on FireFox browser!!!
For all the apps on Zoho, I noticed I could not type in the Zoho Rich Text Editor, first on the mail web app and then I noticed Zoho Desk Editor does not work on Firefox for ALL Zoho products. This is an alarming issue, given how major a browser Firefox
Customer cannot see their own tickets
Hello, Portal URL: https://support.datarotonde.com/portal/en/myarea A customer is unable to see their own tickets. They mentioned one ticket being able to be viewed. Is it correct that all "On hold" and closed tickets cannot be viewed by the customer
01 Contact for 02 Costumers
Hi, Is it possible insert 01 contact unique for 02 costumers?
You saying 48hrs in help docs, not possible. Only 24hrs. Please help!
I would like to change it to 48 hrs, but not possible. In article stated 48 hrs: https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/im/articles/setting-your-instant-messaging-preferences
Having problem creating ticket
Hello, I have a problem creating a ticket what I did is I created a template but then from sending using that template I cannot type anything from Contact Name, Account Name, and Email. But before this is working is this because of the private label?
Count number of tickets per category - Replies of customers to a same thread false the count
Hi, I'm allocating each ticket to a category I've created (for instance "software product", "harware product") I'd like to know how many different requests I have received for a category. The way Zoho creates tickets makes it hard to tell: When a customer
Private vs public thread
Hi team! When we are working on a ticket, we use private threads to comunicate with other agents from the departament and also public threads in order to comunicate with our clients. We have been recognizing that when we switch from public to private
Viber Chatbot for Zoho Desk
This plugin enables SMS and MMS communication between agents and end-users. End users can ask for help via Viber chatbot it will create as a Ticket in Zoho Desk and support engineers can reply with a solution from Zoho Desk, it will be created as a chatbot
¿How can I automatically assign tickets to agents within a team?
I know that agents can assign tickets to a team when they want to escalate for instance. But the thing is that those tickets don't assign automatically to the members of that team. Is there a way to make those tickets assign automatically to a member
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