Agents cannot send email when there is an attachment
When our agents attach a file to a ticket and send a reply to the email, it does not get sent. There are no error messages. But they can send a reply to the ticket when there are no attachments.
Account Field mandatory, but not on customers web portal
i have several items marked as mandatory on the ticket field layout, yet none of it shows up on the customers web portal. i might get a ticket from so-n-so, but i have to go through my customers list to know who and what they are. even tho i have their Account Name tied to their email in my list of customers. it doesnt show up when they create a ticket, nor is it on their web portal. in fact, im not sure how to adjust what the customer needs to see and fill out on their portal. id be happy if
Spam Filter
We have removed the spam filter, but emails are still going to the spam folder.
Tie domain names from incoming Tickets from Desk to Accounts in CRM
Is there a way to tie the domain names from incoming tickets to Accounts in CRM? For example this a new employee from CompanyA and they send a ticket in with issues. Can the domain from the email create a new contact and then tie to an existing account? The account being CompanyA, the employee email is employee@CompanyA.com. Thanks.
Desk Gamification - Permissions
Some feedback: It seems that the permission in the Users and Control > Permissions > Profile screen is not working properly. I have it disabled on the Agent profile, but still, everyone can access it. From Create a Game > View challenges, anyone can go to the Gamescope configuration screen. Games should only be created by those who have permission to it. Typo in the Gamification permission name
Zoho Lite Agent is Able to Generate Authtoken for API
A Lite Agent should't have ability to create an authtoken for Zoho Desk, but they can. Please disable this option When they click there, they get: Clicking "Generate Authtoken" they get an actual Authtoken: If afraid that this will now give a Lite Agent an opportunity to pull these tickets elsewhere. Can you please disable this option for Lite Agents?
Zoho Support for Desk - NOT GOOD
We have been using Zoho Desk for some time now and for basic tickets its been good. But when I try to talk to their support on the phone (yes on the phone) the results are not good to say the least. There is a huge language barrier combined with a poor connection or background noise on their end. For a product that seems so robust and developed why is it they have this issue?
Is it possible to get the history for a ticket field?
I've been looking through the API documentation trying to see if there's a way to get the history for a particular field. Specifically I want to view how a custom field has changed through the life of a ticket, similar to looking at how the status has been changed since being opened. Is this possible?
Blueprint transition owner added - but not allowed to execute transition
We've been working with Blueprint for some time now. Due to a change in staff, I've added a new agent as transition owner to several existing Blueprint transitions. However, the newly added colleague still can't see the transition options in the existing tickets. If we open the flowchart, his name doesn't show either. Will he only be able to transition the tickets that have been raised AFTER the Blueprint change? In my opition, that would defeat the purpose of allowing changes to the Blueprint permissions
Add Light Agent to view access to limited tickets only
We have sort of a weird workflow that we wand to accomplish. We are bringing in an outside consultant to review any of our tickets where our approval amount is over $500 (just a custom field, call it field X). We don't want to give this individual access to all tickets, just tickets in our organization where field X has value greater than $500. We need this person to be able to write private comments but be view only besides that. Light Agent works great, except....I can't figure out how to limit
Introducing Github, OnePage CRM, and 4 other Zoho Desk extensions
Zoho Marketplace releases Github along with 5 other Extensions for Zoho Desk. Here's a list of all new releases for Zoho Desk, April 2020. Get more from your Zoho products with extensions from Zoho Marketplace. Github for Zoho Desk Powered by Zoho Flow
Different background colors for each email
We have tickets in our desk containing over 10 email messages. (back and forth, from and too customers) It would be helpful if there is some background color change to see if it was an inbound or outbound message. Is this possible in the current version? Or is there another way we can easier differentiate (just by looking at it) to see if it's a customer response, or a response from us to the customer? (everything has a white background now) thx in advance Regards Marco van Vliet Active Ants BV
Auto- reply email
Hi, Can zoho setup an auto-reply email by specific keyword? eg when sender email contains word 'training' will auto reply on all information about training.
How can I change language for my client help center?
Hi, I want to change language in my Help Center for client. How can I do it? Thank you!
Changing the language of the portal
Hi, we need to deliver support in 8 different languages. Whilst I can change the language of the support portal. The menu's still remain in English? Anyone who can guide me towards the setting of that?
Unable to process your request
Hi, Non of our users can access Zoho Desk. It's gives the following message: "Unable to process your request" The browser tab also shows 'Insufficient priviledges' What can we do? We need access urgently
Zoho Desk is deprecating support for Internet Explorer
Hello! In with the new and out with the old, right? In that vein, Zoho Desk will be discontinuing support for all versions of Internet Explorer. But worry not, Microsoft users. We still support the three latest versions of Microsoft Edge. Here's why this is happening. Internet Explorer is rather obsolete and is unable to handle a lot of our features. In fact, Microsoft themselves currently support only the latest version of the browser. This essentially means that issues—even security glitches—within
How are business hours handled?
Can i use a different notification template for outside business hours, containing info on the opening hours instead of 'we'll contact you soon' ?
Where to start? Guides how to setup Desk for helpdesk tickets
Hi there, I must be missing something really basic here but I can't find a guide that give you steps how to setup Zoho Desk. I'm testing the free version of it as I forgot to test when it was on trial, but no email that I sent to my designated zoho desk arrives and create tickets. I'm a bit lost here, no guides on youtube how to setup from the beginning, also knowledge base doesn;t have anything like that. Can anyone put me in the right direction please?
Response due date fulfillment should take public comments into account
Hi, The "Response due date" fulfillment should also take public comments posted by the agents into account, not only sent emails. Currently you are forced to send an email to fulfill the SLA. Best Regards Daniel
How to disable some products?
Hello, We have an extensive list of products in Zoho desk and many of them are already deprecated and we would like to deactivate them. I have seen that there is no option and I would like to know if there is any provision to enable that feature. Thanks a lot
Downgrade to Free Version w/o wait for trial expiration
Please, help to downgrade to the free version of Zoho Desk. Thanks
Online Workshop: Actionable insights on Customer Support Performance
Need more insights on how your customer support team is performing? With a tight Zoho Analytics integration, Zoho Desk provides you an easier way to create and analyze reports such as Time to First Reply, Closed Ticket Trend, Escalations and much more. In this online workshop focused at our customers in A/NZ region, we are bringing you an opportunity to learn from our experts and see them in action as they take you through the integration. Register now and save your spot! Date: May 21, 2020 Time:
Sorting Departments in Knowledge Base
FYI, we had our departments custom ordered in the KB so our most important one shows first. I've been adding KB articles and notices the departments were not in the correct order. I changed the order of one department, refreshed our customer portal and they all went to the correct order.
Viewing closed tickets?
Sorry for something that must be simple... when I select the Closed Tickets view, I get an image saying "There are no open Tickets in this view". Well duh, but I can't figure out how to see them.
Using a single department for a number of clients
We have a plan of using a single department. All our clients which use this department to create tickets. There are multiple teams who would be handling the tickets. a) All agents belonging to the department gets an email notification. Some may be relevant to them and some may not be. b) if their are 5 clients and each sending an 10 tickets a day to a particular department. How is it handled? Does it not become cumbersome? c) All users of a particular account ( Client A) should be able to see tickets
How do I use multi-branding with help center emails?
I am finding that the "Resolution" email sent to the customer, along with password reset emails for a given help center, use the default "Company" information. I would like to be able to customize these on a per-department basis (for the resolution emails) and on a per-help-center basis (for the password reset emails).
Different email notifications to different users based on email address
Hi, I am on the Zoho Standard plan. How can I create rules that will allow me to select 2 different email templates for the notification rule called: "Acknowledge contact on receiving a new ticket" based on the contact's email domain?
Load Gmail Spam Messages into Zoho Desk Spam View
Right now if you hook up a Gmail account to Zoho desk for incoming emails/tickets, messages flagged by Spam in Gmail are ignored by Zoho. Separately, Zoho desk has its own spam filter to identify and mark messages as spam. It would be very helpful if there was a way to have Zoho Desk import messages that were marked as spam from Gmail (or other mail services like Zoho, Microsoft) and put them straight into Zoho's spam view. That way we could see and find them without having to look in multiple places.
Table view just got better!
Almost a year ago, we released a new layout for ticket viewing in Zoho Desk in the form of “Table Views”. It gave your support agents an array of field level information that’s easily accessible from the ticket listing screen. Back then, a lot of our customers wanted the ability to sort their columns in a table to reorder their ticket listing at their convenience. Our product team assessed all your feedback and put it on production. We are happy to introduce the ability to sort columns in Table
KnowledgeBase - See Article Views for week/month/year/custom
Hello. I've started looking into the metrics around our KB articles. Is it possible to see what articles were viewed over a specific time-frame (week, month, year or custom)? Like you can do with Failed searches, keywords etc The numbers in 'Trending Articles' or 'Article Effectiveness' don't change when I alter the the time frame; I assume they show all-time views? Is this a bug? Thanks Dave
Mobile ad On Zoho Desk
Dear team , We are not able to use the add on the particular service for integrating in our app Please provide us support on this issue 1. Adding Notifications facing Issue 2. SML guidline for making rebranding for Domain also facing issue Thanks Mathan
Creating stand-alone user profiles before SSO
I would like to set up SSO for the Support Portal in the future, but as it takes a lot of development on our end and will take some time to add it to our roadmap. I'd like to create profiles for some of my end users right now so they can start using the knowledge base. If I do create profiles manually today and ask my client to log in manually, will I be able to set up the SSO for those same email credential in the future?
Zoho Desk Community Digest - April 2020
Marketplace Updates Introducing Github, OnePage CRM, and 4 other Zoho Desk extensions Beta Releases Beta access to the functionality of mapping a contact to multiple accounts. This is available for Enterprise edition only. Other Enhancements Provision for creating private forum topics in the Community module. Displaying lookup custom fields in the Zoho Finance integration. This option is added to the Create Invoice/Estimate page. Importing Microsoft Office 365 contacts to Zoho Desk. You can import
Error Opening Attachments
My originzation is receiving this error message when trying to open all attachments in Zoho Desk. Oops, something went wrong while opening this attachment. Please wait a minute or two and try again.
Restricting agents from editing customer issue description
I'm creating a ticket automatically in desk through an api where i m capturing the issue description also when the agent logs in he can edit this description is there any way i can restrict the agent to so?
Pas d'envoie de mail
Bonjour, Lorsque j'ajoute un client en tant que utilisateur final, le client ne reçoit pas de mail (pas en spam) idem sur l'acier ré-inviter Le problème est depuis le début et je ne peux pas déployer mon helpdesk . c'est URGENT Merci de votre aide
Data Sharing permission now include Teams!
Last week , we released an update to the Data Sharing settings in Zoho Desk. Data sharing is used to organize data (Tickets, Accounts, Contacts etc.,) accessibility between Agents based on the Role hierarchy that is configured by the administrator. This recent update enables you to make use of this feature based on your Teams configuration as well. We consider this could be a major change for accounts having both these configurations (Teams & Data Sharing) in place. We request you to go through
Allow a start date for a KB
The KB articles have the ability to have an expire date. It would be very helpful to have a way to keep the current KB but have an unpublished version with a start date. At that time, that would become the main article and the previous would be in the version history. Many times we need people to modify a KB and get it ready for a release date but until that time we would want the old KB to still show. Right now you have to add to your calendar to remember to publish your draft.
ASAP Extension problem with tooltips for node vue Quasar web app
We have an application coded with Vue Quasar Framework that we are trying to make the Zoho ASAP extension work so we can display tooltips to users. We have added JS code and we have created the tooltips, but in order for user to hover or click them, the user needs to refresh each page they visit once before tooltips start to work. The app is an SPA app. Has anyone run into this issue before?
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