Random Customers in my Customer data
I am still seeing random customer data in my customer list. I continue to delete them but they are slowly creeping back in. We are getting ready to open thiis up to our user base and we do not want random people in our customer list. Especially, people who are not customers of ours. Thanks Buddy
EU Data Centre planned maintenance 27 September
I have seen a message when logging in today that there is planned EU data centre maintenance on 27 September. Will the system be unavailable during this time? If it is unavailable, what will be the customer experience? The message doesn't say or have a link to click for more information. Thanks for your advice.
Authorized Client Users
We have a lot of users in our CRM per client, but not all are permitted to contact the support team via Desk. What is the best way of lableling or identifying who does and does not have permission to contact us (via email)? I know via the help centre we can set it up so they must be invited.
How to Customize the "Invite Email" Template?
We need to update the invite email that gets sent to customers when they are invited to become end users. I can't find this email in the list of editable templates. Does anyone know where we would go to edit it? Thanks!:)
Community forum API
Hello, Another question about the community functionality in Zoho Desk. I am looking for all the ways to promote the usage of community for our clients. Onу of the measures is to display 5 latest topics from Community forums on our website. How can I do it? I did not find any API methods for this. Do you have REST API methods for this or anything like a prebuilt widget? What would you recommend to display topics from the community on our website? Regards, Andrey
Zoho desk emails always gets market as spam by users in Office 365
Hi there, I'm trying to find out why emails from Zoho Desk always get classified as spam with customers using Office 365. Every new customer I put on board when receiving notifications by email, they get flagged as spam. Is there anything that can be done about it? the emails come from @eumails.mailer-zp.com
Rules of supervision
Dear,
I have a problem with the rules of supervision:
I have a rule that says "Hours since the status update" is 63 hours. But he is not respecting me since I have a ticket that changed to a state and after 63 hh I do not change to the state that I asked for.
Please your help in configuring or what? NOTE: I have rules that if I work with the "is"
What is user_token in context of ASAP Widget for Zoho Desk?
userInfo :{ token : "tokenValue" } Assume this part of the asap widget JS object part. What do I need to place instead of "tokenValue". If I need to generate it with JWT secret, what should I use for a token before encryption? I read the documentation but didn't get what is exactly this token is? Is it unique for each user? If yes, then how to generate it. I can encrypt anything with JWT, but what data do I need to encrypt with it? Can you show me an example?
Reply to ticket from an external email application
We use quickbooks to send an email with invoice and a link. The only way we know how to get into the ticketing system is through by bcc our ticketing email and then merge the ticket. The emails to our ticketing system is also being collected in Outlook, I found out that if I reply to the ticket directly via outlook and bcc our ticketing email it will correctly attach the reply to the ticket. The question is how do we get an email sent via QB email to automatically attach to the ticket. We tried
View specific departments
Hello there ! Sorry if this topic already existed, I couldn't find it. I would like to know if it's possible to see several departments simultaneously but not all ! To be a bit more specific, here is an example of my need - I have 3 departements A B & C - I work on departments A & B ( I need to constantly see both departments and ansewr really quickly to those tickets) - However, I also need to have access when I want to department C (for monitoring & consultation purpose) Is there a way to filter
Search Function Isn't Working
My search function isn't working today. I'll search a number that I know there are multiple tickets of (on order to merge them into one) and nothing is getting searched correctly. HELP!
Help Center - Multilanguage
We have international customers and need to support several languages in our system. Therefore we also want to support several languages in the Help Center - Knwoledgebase. I cant find any possibility to save articles with several translations. PLEASE dont tell me, that the whole Knwoledgebase Setup only supports one language at one time.... That would be absolutely disappointing. Multilanguage for Knwoledgebase articles seems like an absoult basic requirement for a help desk software, am i right
Zoho Desk - Sub-customers/Sub-sites
Hi all, I need some help with configuring our Ticket Information. We have a customer in the hospitality sector with many different locations. I'd like to add a field for the Account Name & a field for the Site Name or something similar. I can see I can add a Single Line, but would this allow us to search like we do for the Account Name? Ideally I would like to search for either: MyCompany or MyCompanySubSite and find the appropriate tickets. Hopefully this makes sense! Thanks Mike
My permissions are not working quite right
This shows that I have access to Knowledge articles: https://www.screencast.com/t/x1HfojPG6 When I try to edit an article I get this error message: https://www.screencast.com/t/wRxii5Y9d As you can see in the image, I am the one who created the articles so I'm confused as to why i cannot modify them. The two Admins above cannot access them either. So who can? Can it be fixed? Thanks Buddy
Zoho Español - ¿Hay alguna posibilidad de solicitar una instrucción completa al soporte?
Buenos días, Actualmente soy el manager de atención al cliente de una gran empresa de ecommerce. Recientemente hemos activado la versión de prueba de Zoho Desk porque nos gustaría comprobar que tan factible seria para nosotros el manejar toda la atención al cliente desde esta plataforma. La verdad es que nos ha encantado la plataforma y el manejo de tickets que podemos llevar, principalmente nos ha gustado por la posibilidad de automatizar la mayoría de procesos de atención al cliente y llevar
Help Centre Permission
Hello, What permission do I need to add to enable a user to be able to create/delete sections within the help centre? TIA Stuart
Ticket Customizing issue
I have made some layout changes to what we want to see in our tickets. But when I open a new ticket as a new user I see basic type information and not what we want. When I go to re-edit the information it does appear. So how can our changes be applied to the ticket. We do not want the customer to select a template. Thanks
Update ticket with values coming from the Account
When a ticket is created I'd like to update a Ticket's custom field with a valu coming from an Account custom field. Something like that: When I a Ticket is created Look for Account_Type value (in Account) associated with the Ticket_Account (in ticket) Update Ticket_Account_Type (in ticket) with Account_Type value (in Account) I was thinking about using a workflow rule, but I can only assign static value, not dynamic values... I also looked at the custom functions but I'd a beginner and can't
Deactivate Zoho Desk Account
Hello Team, I have created a test account under https://desk.zoho.com/support/qupme but I want to deactivate my account from it so I can setup a new one with my original business name (LOOPTREND) Thank you
Hide agent's signature on tickets threads
It would be great if we could have the option to hide the agent's signature when viewing the tickets threads. Having the signature showing on every reply we do with a customer gets all messy, and difficult to read long threads. Note: it's not removing the signature, it's just hiding it from the tickets threads for a better and cleaner read.
Portal Error
I am trying to connect Zoho Bigin with Zoho Desk but I keep on getting the same error message: Sorry, this portal has already been integrated with another account I cant fix it as I dont know how to create a different portal or disconnect the existing one from where ever it is connected to.
Zoho Desk Community Digest - July 2020
Marketplace Updates Introducing Toggl, Alegra and 3 more Zoho Desk extensions Introduction to Developer Series on Extension development for Zoho Desk Other Enhancements Refer your friends to use Zoho Desk and earn wallet credits Now when a ticket status gets associated with Blueprint, you can change the type of the associated status with some restrictions. New Catala language support for Help center Calendar events will now also be added to the ticket threads and can be viewed in the ticket details
Is it possible to retrieve a deleted Custom Function?
When removing tickets, contact, etc, these can afterwards still be retrieved from the Recycle Bin for 60 days. Is there a similar function for items created and (accidentally) removed in the Setup such as a Custom Function or Rule?
Zoho Desk Virtual Meetups: United Kingdom, September 2020
We hope that you and your family are safe and healthy. Adding to the ongoing series of Zoho Desk Virtual meetups, we are now opening the registrations for our customers in United Kingdom. The meetup is planned for: Date: September 8, 2020 Time: 9:30 -
Deleted Tickets in Zoho desk
Dear Zoho, Can an agent be disabled from deleting a ticket? As of now the agent is assigned with a role of "Tickets allotted to him and unassigned tickets". Now the agent can detete the tickets, but how can we know if a ticket is deleted and even cleared from recycle bin. What should be the control Check for this issue?
Export/Import Workflow rules, alerts & templates
Hello, We have several workflow rules for Tickets with their alerts and templates that we want to move from one department (where they were created) to a different one. Is there any way to export and import such configurations? Thanks in advance
I cannot delete tickets
When I was deleting tickets, a popup screen came up every time. I probably didn't read the popup well, and I ticked the box, supposing this popup box wouldn't appear anymore. Unfortunately, now I cannot delete my tickets anymore. I already removed the cookies for the zoho site, but this didn't solve the problem. Are there other options to solve this problem? Thanks, Martine
Round Robin Rule is not working
I am stuck and dont know whats wrong... I have 2 Round Robin rules but only one is working.... The first Rule should assign Tickets to the "Pre Sales" Team, if "Account Number" (custom field) is empty. I "thought" that if i would make the Account Number field mandatory in the portal Ticket submit form, that all tickets which are created via portal will have the Account number. Therefore i can easily assign them to the Account-Team via round robin. Other tickets which are automatically created via
Customize the "Support Ticket" Form
Hi there, we are using ZOHO One and i would like to know, how I can customize the fields of the "Support Ticket" Form in the Helpcenter? (https://desk.zoho.eu/portal/xxxxxxxx/en/newticket) I want to add some custom fields to the form which are mandatory. I found a way to create different ticket templates, but i didnt found a way to customize the fields of these templates.... Can anyone help?
Help Center - Subsection Links redirecting to "content doest exist" page
Part of my help Center is private, the other part is public. thanks to the custom I created sidebar menu to subsections from the site and also have in content subsection links. But if a non logged in person tries to navigate to some of those subsections they get a "content does not exsits" page. Is it possible to redirect them to the sign in page the same way it works for articles? like this one : https://support.adomik.com/portal/en/kb/adomik/user-guides/data-engine
the ability to insert icons into the letter
In zoho, there is no possibility of inserting icons into the subject line like in Google (icons were taken from this site https://mainsms.zendesk.com/hc/ru/articles/115004539063-%D0%98%D0%BA%D0%BE%D0 % BD% D0% BA% D0% B8-% D0% B4% D0% BB% D1% 8F-% D0% B2% D1% 81% D1% 82% D0% B0% D0% B2% D0% BA% D0 % B8-% D0% B2-% D1% 82% D0% B5% D0% BC% D1% 83-% D0% BF% D0% B8% D1% 81% D1% 8C% D0% BC% D0% B0) During testing, it was revealed that they simply do not appear in the theme. Thanks.
Helpdesk: automatically assign a ticket to the agent who opened it first
Since Zoho CRM does not offer the possibility of a shared e-mail inbox (i absolutely couldn't believe that, but a shared IMAP is simply not supported.... PLEASE change that!), we have to use the helpdesk as a detour. Our company has a simple info@.... address for customer contact. Since it is not possible to make this info@...accessible via IMAP for all of our ZOHO users, we now have to forward all emails from info@... to the helpdesk support email address, so that we have a "shared mailbox" there...
Edit standard modules widget text in help center
Hi, I'm trying to edit the standard module text widget in help center, but I can't see html/css sections like for header and footer. How can I edit it? I need to edit "Browse through our collection of articles, user guides and FAQs." and "View your previous tickets; know their statuses and solutions." I have to edit the bottom section with the question: "Still can’t find an answer? Send us a ticket and we will get back to you." Thanks
Jira integration - How is the reporter chosen when set to 'Automatic'?
When I add a new Jira issue and leave the Reporter on automatic, a Jira user is chosen as the reporter. What decides which Jira user is selected? Additionally, when the status of the issue is changed in Jira, a comment is added in Zoho. This comment is said to come from a particular user. Is that also determined by the 'Reporter'?
Cannont create time entries in ZOHO
My team cannot enter a time entry. Each time we click the "plus" on a time entry the screen turns white and stays white. we have tried several different browsers (Firefox, IE & Chrome) with the same issue. We have a select few whose time entries work, but most does not.
Re-Opened Tickets Notification
Hello, Can I create a rule to auto-assign a ticket reopened by a customer to a specific agent, as well as notification to that agent? THANKS, Brandon
Signature for community members
Community members don't have the ability to define the signature which will be used in their posts. To use my own example, I'd like to be able to add the same signature to every post that I make. At the moment I'm copy pasting the custom HTML code I've created every time I post. This is time consuming and having the ability to define a signature in my profile would be helpful. Best regards, Mladen Svraka Zoho Certified Consultant and Authorized Partner Email | Web | LinkedIn
Building Extensions #1 - Introduction to Developer Series on Extension development for Zoho Desk
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Hey Developers! Welcome to our Developer Community series for Zoho Desk. This series from Zoho Marketplace is
the Spam flag for Desk tickets are not accurate
Hi, When I used the /api/v1/tickets api, the spam flag always appears as false. The data does not appear accurate. I want to be able to separate the tickets my staff is marking as spam. How can I accomplish this? Thanks
Zoho Desk problem: Unable to create portal with zoho SaleIQ
Hello Zoho, We are using your Zoho Desk feature, however, there is a problem: The integration with Zoho SaleIQ (LiveChat) is not working. In Zoho SaleIQ, It displays that we are already integrated with Zoho Desk, however in the Zoho Desk, it keeps display "Sorry! Unable to create Live Chat portal"with Zoho SaleIQ. And we are missing our customer message from our website. Please help us solve this issue as soon as possible, thank you so much. Best Regard,
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