our customer can not get the invitation email for the self service portal
Hi, we have a professional account of zoho desk. I created a new ticket for my customer and normally he would receive one email "new ticket is created for you" and then another email "invitation for the zoho self service portal" at the first time. but he can only receive the ticket email, no invitation for the zoho self service portal. I tried to add him to the end user through my zoho account but after my operation he still can not receive any invitation. Could you please help me and check what
Can I use Zoho Desk to create 2 Knowledge bases, one in English and one in Arabic?
I don't see Arabic as a supported language
Crm custom TAGS
Hello! We are shaping the desk client portal, and we want to put several articles in the knowledge base. Is it possible to create an article with crm TAGS? we want when the customer sees the article they can see a setup manual and put their username and password A greetings
Add New Rich Text Field
I really need to have rich text formatting for the resolution field. If this isn't available, is there any way to do this or to make a new rich text field in the ticket template? Can someone point me in the right direction?
Ask the Experts 12: We're here to help you work from home, with Zoho Desk
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums, wherein a panel of experts will take on questions about topics related to Zoho Desk. The panel will be available for a 5 hour period and will answer any questions
Restrict user group from community
Is it possible to restrict a user group to access the community?
Relate the Custom filed in the Contact Module to the User Portal Profile
Hi, I have an idea for the custom field in the Customers module. We would like to share the custom filed in the Customer module should visible in the user portal profile so that the portal user can update their information in the portal profile, agent will be free for updating the customer profile data.
Receiving Meeting Invites
Hi, We occasionally receive meeting invites from our customers. Zoho desk creates a new case for these as expected however the body of the invite (containing meeting details such as join links, phone numbers and start times) is not copied in. In order to obtain these details, we must open the restricted mailbox manually and forward them as a standard email. If there any way Zoho can automatically pull these details in for us to save us having to resort to this manual process? Thanks Nabil
All emails are tagged as spam eventhough spam detection is disabled
We are unable to receive any email as all emails are being detected as spam. I have disabled the Automatic Spam Detection and we still are not receiving any emails. I've had my colleagues cc me on the test email they send and it would seem that all is being blocked at the moment. it is not our email that is causing this email as the mail failure message shows the address of the zohodesk support email address. Below is the message from rejection email. i changed the address to redacted to protect
Desk Contact - single email - multiple accounts
Hi, We have this situation, and happens with a number of contacts. The same client is a Desk Contact on multiple accounts (with the same name and email), but I would like for Zoho to choose the correct company based on the product. In CRM, i have this: - Melvin Caruana - melvin.caruana@companyA.com - Company A - Product 1 - Melvin Caruana - melvin.caruana@companyA.com - Company B - Product 2 How can I set Desk so that a ticket for Product 1 is opened, the contact of Company A is selected, whilst
Announcing SMS and MMS Tickets Support with Plivo for Zoho Desk, Automate SMS with Schedule & Workflows
Greetings from Ulgebra, We have published our new extension, SMS, MMS Tickets with Plivo for Zoho Desk in Zoho Marketplace. About Plivo : Connect and engage with your customers globally. Thousands of customers rely on Plivo to deliver better customer communications globally at much lower costs. Checkout the price comparison here. Send and receive SMS messages from within your Zoho Desk ticket view. Receive SMS and MMS from your customers sent to your dedicated number as tickets
Announcing Calendly Events & Appointments integration with Zoho Desk
Greetings from Ulgebra, We have published our new extension, Calendly Events for Zoho Desk in Zoho Marketplace. About Calendly : Find the perfect meeting time with super easy online appointment scheduling software from Calendly, and say goodbye to phone and email tag. It's super easy to use. Support agents can now view customer appointments booked on Calendly as events in Zoho Desk. They can also send out Calendly appointment links from a Zoho Desk ticket so that customers
Allow CC'd users to view ticket on Portal
In my testing it appears that if a users creates a support ticket by emailing it in and they also CC other people, those other people are not able to see or access the ticket via the Zoho Desk portal if they login. Is there any way to ensure that all users who are CC'd on a ticket are able to access it via the portal? The "All Tickets" vs. "My Tickets" implies that there should be a way for this to work, but at least in my testing it does not.
Create a Time Tracking Report
Can someone give the steps for creating a report that tracks agents time (hours/minutes) spent on tickets. Under the customize option, I can not find any fields for hours/minutes spent on a ticket.
Blueprint Disappears from browser, restart of browser fixes
Has anyone else experienced an issue with Blueprint where the agent will not see the Blueprint section at the bottom of the window, and the Blueprint is still applied to the ticket. This keeps them from advancing to the next step of the Blueprint. The agents will restart their browser, and usually it comes right back up. Other times they will restart a few time and then it appears. They tell me it happens "often", so probably 1-2% of tickets. Everyone is using Chrome on a Mac.
Possibility for customers to select language at Self Service Portal
Hi, My company is dealing with customers from several different countries. Is it possible for the customers to choose in which language they want to Self Service portal to be displayed? If not, is that a feature that will come up any time in the near future? Kind regards, Bo Thygesen
Layout rules is now supported in Zoho Desk mobile app
Hello Everyone! This is to all those who were looking for clutter free layout in the Zoho Desk mobile app. I am glad to announce that we have brought in support for the 'Layout Rules' feature in the mobile app now. You can create layout rules from the desktop site (desk.zoho.com) and the same will be reflected in the mobile app. To create a layout rule: 1. Go to desktop site (desk.zoho.com). 2. Click the Setup icon at the top bar. 3. Click 'Layouts and Fields' under 'Customization'. 4. Click the
Multi-Channel Tickets support in Zoho Desk
Greetings from Ulgebra, We have released a new extension, MessageBird Multi-Channel Tickets for Zoho Desk in Zoho Marketplace with integration of MessageBird. Using this extension, customer messages from various channels will be converted as tickets in Zoho Desk. Ticket replies from agents will be automatically sent as messages to customers. Few of Supported Channels: SMS ( Incoming free ) Telegram Instagram Facebook Messenger WeChat LINE Features: Multi-Channel support Automatic
Moving requests between Departments
Looking for solution to moving open request into other departments. Cheers, Wayne
Remove a mandatory ticket field from Help Center
Hi, How do I disable certain fields (pre-defined, not custom) from showing up in the Help Center? These are fields I've also set as mandatory during ticket creation and therefore cannot remove them from page layout, but I don't want them in the ticket submission form in Help Center. The option "Display field in the Help Center" only comes up on custom fields. IS there a way to have this on all fields? looking forward to your response. Thanks.
Add a description under a section
Is there anyway to add a description for a section ? https://help.zoho.com/portal/en/kb/articles/organizing-your-knowledge-base-content
Zoom for Zoho Desk
Zoom for Zoho Desk This Zoom integration enables agents to schedule instant Zoom meetings with customers from any Zoho Desk ticket. Integrating Zoom with Zoho Desk's UI improves agents' communication with the customer by making meetings and scheduling easier. Agents can use their Zoom login credentials and host concurrent Zoom meetings with customers in your Zoho Desk account. Marketplace extension link, explore the application and contact us for any help, help[at]oapps[dot]xyz Key Features : Zoom
Signed up for free edition of Desk but got Standard
I wanted to sign up for the free edition of help desk, but I'm on a trial of standard. How do I switch to the free version so I can test it and see if it will suffice for what I need right now? Thanks.
Intercom intergration - Priority
Testing out the intercom integration and noticed that it created a new priority 'medium', and whereas I already have one named 'Medium' (capital 'M'). V. small issue, but creates confusion. Can this be amended?
IMPORTANT: Upgrading the ZET CLI for developing extensions
At Zoho Desk, we believe in continuously improving our product and its capabilities for all users, be it customers or developers. With that philosophy in mind, we have upgraded the Zoho Extension Toolkit (ZET) CLI, using which developers can create extensions for Zoho tools. This improvement is a breaking change, which means you will not be able to test extensions created using the older version. Therefore, you must first migrate such extensions to be compatible with the new CLI. To perform this
Duplicate Tickets Creation
When user user replaying our email which the subject already included the ticket id, whe it got push into Zoho Desk it sometime recreate them as new ticket rather then update existing tickets.
Ticket resolution time
Hi, in the reports how do we eliminate the non-business hours from the ticket resolution time.
Running customer facing help desk + forums
I just subscribed to the Zoho one trial but I am sort of lost here with so many options. 1. Is there a zoho product that allows me to run a help portal for my customers, exactly like https://help.zoho.com ? 2. Is there a customer facing forum functionality ? Thanks.
how do I change the status text while tickets are in play?
Hi, I have a blueprint driven off statuses but the original status names I created don't describe the status correctly anymore. When I try and change the status text it says "there are things currently in that status"? But all I want to do is change the status text. How do I do this?
Intercom integration - issues and ideas
I'm testing out the intercom integration, but got a list of suggestions: The subject should be editable before creation Currently, all the opened tickets come with a default subject 'Intercom conversation with Melvin Caruana', which is completely vague. This requires the agent to get to Desk to update the subject and all. Priority: As per https://help.zoho.com/portal/en/ticket/38803136, all tickets get created with a new small 'medium' priority, which again, should be editable at creation time. Comments:
Zoho Desk now integrates with Zoho Inventory and Zoho Subscriptions
In an e-commerce business, customers are likely to reach out to support when they need help placing an order, tracking their shipment, or creating a return request. To be able to answer these requests, support agents need context about internal supply-chain processes—information that is often contained in your inventory management software. If you use Zoho Inventory to manage your orders and shipments, then this announcement can be of great value to you. Zoho Desk now integrates with Zoho Inventory,
Search Multiple Tags at once?
Hi, Is it possible to search for more than one tag at once in Zoho Desk Knowledge Base? For example, you can see in the screenshot below i'm in the Tags search screen. You can currently either click on one of the popular tags below the search box or you can type it in the search box. As far as i can see, you can only search for one tag at a time. We'd like to search multiple tags at once to narrow down the search. So in the image below, the first two popular tags listed are 'zoho' and 'ptp'. I'd
What's new on Zoho Marketplace for Zoho Desk in February 2020
Zoho Marketplace houses over 900+ extensions to help Zoho users improve and enhance the functionality of the Zoho products they use. Here's a list of the extensions for Zoho Desk released in February 2020. Google My Business integration for Zoho Desk
Zoho Desk and Azure SSO issues with access to aad Graph
I have a trail of ZOHO Desk Enterprise as we're trying to figure out if this will work as a replacement for our helpdesk software. I am following this walk-through https://help.zoho.com/portal/en/kb/articles/setting-up-saml-single-signon-for-help-center#Microsoft_Azure_AD Some of the documentation seems old and doesn't seem to match current azure settings. Here's where I'm at. When I try to sign in we get this error: AADSTS650056: Misconfigured application. This could be due to one of the following:
Ticket Status Lifecycle Extension Error
This extension is not being loaded since a few days. I've waited for it to be sorted out by Zoho. Could you please check this issue.
Knowledge Base article formatting issue
I published an article with several tables formatted, when I publish it for Agents it displays fine, the entire span of the tables display but when I publish for registered users, they are all cut off. I've tried reformatting it and adjusting the HTML but nothing works. any ideas? Agent display: Contact display:
I can't print the entire ticket (Using Printer for Zoho Desk)
Hi everyone, i have a problem with Zoho Desk. I need print the entire ticket, for that i installed "Printer ticket for Zoho Desk". It's works, but! does printer the images that are in the tickets. Look this... Anyone knows how to resolve that? Thanks.
How do I Turn off Word Verification or Captcha
I am currently using this for an internal support form so I am not interested in using the Word Verification. How can I turn off word verification?
Create a distinguished system notification for replies to closed tickets
We do receive system notifications when an open ticket is modified, replied to or touched upon in some other way. After the latest update the system reaction has changed to not re-opening closed tickets for replies to them. We require a distinguished system notification for such circumstances which should be able to be set as both a "Team" and an "Agent" notification. The current email and sms notification settings are not sufficient to warn the agents about these events. Agents may not read or focus
Weird behavior of Desk portal community tab in mobile view
Namaskaram Desk team, we have facing something weird in the mobile view of portal ( Help Center ) , we doesn't enabled the Community access for our portal. In the Desktop view its working properly. But in the Mobile view 'Community' tab is shown. Because Community is not enabled for this portal, it's a potential security issue. When clicking that tab, an error message is shown. Desktop View Mobile View Error Message Crafted with ❤️ Zoho Gurus | Zoho One Practice Team @ CubeYogi Zoho Authorised
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