Delete all contact list
Hello dear i imported the contact list many times and that's caused duplicated for records more than 4 times for each contact i tried to select the contact all and delete them manually but couldn't find this option and it's possible to delete them one by one so how can i mass delete the whole contacts and import them again !!
Searching in the knowledgebase
Searching in the knowledgebase is not working correctly. You need to search twice to get the correct results. Please see video. https://www.dropbox.com/s/73ya1sl0vcr12ko/searching.MP4?dl=0
Triggering transitions/statuses on Desk from the Bug Tracker task
Is it possible to trigger a blueprint transition or change the status of a ticket on Desk from a Bug Tracker task which has been linked with a Desk ticket?
Article display options in Desk
Namaskaram Zoho Desk team, KB Article display permission in Desk is very limited, it's only have display permission to Agents, Registered Users and All Users. Literally one article is associated with one Department. It is nice have an article associated multiple departments. Crafted with ❤️ Zoho Gurus | Zoho One Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
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 specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any
Assign Agent who forwarded email
I want to design a workflow where any time an email is forward to Zoho Desk, the ticket is automatically assigned to the agent who forwarded the email. I can accomplish this ONE workflow for each AGENT, but I am limited in the number of workflows I can write. I want one workflow that says "automatically assign the new ticket to the agent who created the ticket by forwarding their email." thank you
Zoho Desk Domain Mapping not working
Hi Support, I have done all the steps as per the domain mapping but I was getting 403 Error. I removed the DNS, reset and redid the setup but its still not working. Error Not FoundThe requested document was not found on this server. https://support.arubaitoindia.com/ is going to my hosting site and not to Zoho Desk. Please assist
Recurring Tasks
I would like the ability in Zoho Support to create recurring tasks. For instance, I'd like to be able to assign a task to an agent to perform a maintenance function on a monthly basis.
Agent name not shown for SMTP forwarding
I have SMTP forwarding enabled for Zoho Desk through Office 365. When replying to a ticket, the agent name does not appear. Instead, the default name of the email account is shown. The agent name does appear when sending an email from a Zoho Desk support email address without going through my external SMTP address. The setting for "Show agent name in ticket replies sent to customers" is turned on. Is there a setting that needs to be changed either in Zoho Desk or Office 365 to make the agent name
Customer requesting way to export information on all their submitted tickets.
Hello, I have a large client who is requesting a way to export data on tickets they have submitted to our support portal for their own internal tracking purposes. This request is becoming more a requirement, and I am looking for a sustainable solution. Ideally, this would be something they could do themselves, without having to submit a request for us to do it for them or pull the data and send it to them. Thanks, -Joe
Help Desk Permissions -- not working?
I've set my Help Desk access permissions to all toggled off (open access) and yet users are still be asked to sign up/in when visiting the help desk. Is this expected behavior?
Zoho Support - Best Practices - Ticket Queue & Response Time
Everyday, our customers send requests - they either ask questions (how to's, customization, UI suggestions, etc) or report a problem about our products/services. It is highly important that we attend to such requests based on the "time left queue" and the "importance of the request". When I say "importance of the request", I mean any emergency request that require immediate attention. A patient suffering from cardiac arrest must be treated first than attending to a patient who got of his bones fractured.
Google/Microsoft Third-Party IDP Sign In on Help Center
Any update on the availability or implementation of using third-party sign in IDP providers for the Help Centers? Other Zoho competitors with similar customer-facing portals have easy to use sign-in with Google, not to mention Zoho's agent interface. It would be great if customers could log into our support sites with Google Credentials, etc basically whatever Zoho offers to sign in (https://accounts.zoho.com) - as well as having the hosting organization (us - Zoho's customer) change what their
Some emails not being retrived.
Out of the last 10 emails we have had through to our support mailbox in the last 2 hours, only 5 have been converted to tickets. All the senders were internal, and we've even had one user send 2 emails within 10 minutes and one went through and another didnt. One of the tickets that did get created came through an hour late, all the rest were created within a minute of the emial being received. This only seems to have started this morning. Is there something happening your end at the moment that
Single contact multiple accounts
We have an individual, consultantjohnny@email.com, who is a technology consultant that works with several of our customers. How can I add this contact "consultant Johnny" to CRM/DESK to be associated with multiple accounts. (Company X, Company Y, Company Z). Specifically So that when Johnny sends an email into zohodesk, we can link the ticket to the correct company/Account . For example Johnny may send in an email regarding company A, and then shortly after he sends in another email to Zoho desk
Customer Self Service Configuration
Hi, Currently our helpdesk has 2 deparments, customers can view these 2 departments once they're logged in to the self service portal. Ideally we would like to limit it to only 1 department, Is this possible? Also can we configure the fields when creating new tickets via the self service portal? We would like to remove some field i.e. Ticket Cost, Priority, Product Name and Classification. Is this possible as well?
How do you test a new blueprint whilst you already have an active blueprint in place
On reporting this as a ticket I've been told you can only have one active blueprint per department. If that is the case how can you test a new blueprint without de-activating your current live blueprint?
KB articles for specific customers
Hi, is there a way to make an article visible for specific customers only ? this would allow to write content for selected accounts with some more confidential information.
Email Notifications are not sent to specific agent even though they are associated to that department
Hi, We have an agent who has admin access and is associated to multiple departments. We have enabled notification via email to all department members when ever a new ticket is added/created to that department. However, all user gets the notification email except one user. Not sure why. Please guide on resolving the same. Suggest if you need any further information
Creation of contact group with multiple contacts as its members in zoho desk.
HI, We are using zoho desk as our internal ticketing system. So, members (contacts) will raise ticket from their own customer portal login. For every 10 members, there will be a team leader who is also a contact and would like to see all the tickets raised by their team in one place. So, if person A is team lead, and Person B&C&D are team members, if we create a group and add these 4 people in that group, enable A as head, A can see all tickets raised by A,B,C&D under my tickets option in customer
Contracts
Hi, Can we have exposure of the contracts module in settings like macros and Zoho Flow? Currently there is no way to get information on contracts and do anything with it.
Are there any options to better separate fields and/or sections in Help Centre?
Hello all, I have my Help Center ticket form broken up in to 3 separate sections, but they don't really look like separate sections on the form. The form is laid out with the section titles, field titles, and field choices all left justified, with no way to change whether fields should be displayed side by side, above and below each other, indented etc. The problem is exacerbated when more fields are made visible with Layout Rules, as it becomes even more convoluted for the customer. Don't get me
DESK Connection Issues and Email Sending Failures
Hello For 1 month (and still), we had encountered with conenctivity, email sending and attachment problems on a weekly basis. The random nature of those occurences are maiming our operations. Will there be any ultimate resolution to those issues? We had reconfigured from addresses each week. We have checked the conenction, changed the browser settins; yet the issue is continuing. The worst part is that those issues are not continuous; they emerges on the system, and then don't happen again. There
Zoho Desk: time tracking is too manual; please offer the Zoho Projects start/stop timer feature in Desk!
Unless, I'm missing something, the start/stop timer that's available to Zoho Projects tasks is not available in Desk, which is really unfortunate. We deal in high-volume, fast-closing tickets, but still want to track time to gauge productivity and costs to service each ticket. With the current manual time-entry process, agents are spending as much time entering their time entry as they are working the actual ticket. I'd like to request this feature build within the ticket view screen. It could be
Invoking Desk API from Extension
Hello, Can someone please advise me with a small code snippet how to invoke the Desk API (https://desk.zoho.com/support/APIDocument.do#Introduction) from inside an extension? I have added a connection in Sigma, and added the generated connection link in the connectors part of the plugin manifest. Now I just need to figure out how to do a call from the extension to the API: is this with the ZOHODESK.request call? How to generate the oauthtoken, based on the user account that is logged in to Zoho Desk?
A glance at 2019 before 2020 takes center stage.
Webhook Priority based
Hello, We want to create a webhook based on the priority of a case. In example, if a customer creates a ticket with "high Priority", execute a webhook. We was looking into the documentation, but we only see that you can execute when a ticket is open, not with conditions. How can we do that? I was thinking with a blueprint, but I can not find the option. Thank you Regards, Daniel
How Do I Auto-Suggest KB Articles for Agents based on a dropdown field having a specific value?
Hi, I would like to set-up some process or workflow where if an agent selects a specific value from the dropdown for a particular questions, then an KB article is suggested for the agent as a reference for what the next follow-up steps need to be for them. Please help me do this as I'm having a hard time setting this up.
Showing tickets from all departments for super admin
Hi! We have been working with Desk for half a year now - we have several internal departments and one for our customers. One of those internal departments is Zoho One related and our employees can send there their issues with Zoho. Very often our employees need help and ask to check a specific ticket from their department so I have to assign that department to my account, check the issue and then unassign the department. It's quite annoying after some time so could you check whether there is a possibility
When deleting a report, the alert window should contain the name of the report being deleted
When deleting a report, the alert window should contain the name of the report being deleted. Also, the report grid in itself should contain some kind of guideline so that the user is sure that he's on the correct record.
Import on user groups
is it possible to do an import to add users to a user group? or give them a user label?
Zoho Helpdesk Randomly Creates Duplicate Tickets When Sender Replies to the Ticket
Hi team, We have ongoing issue with the duplicated tickets, but was not able to find the cause of it nor solution to the issue. What happens is that: if someone responds on the same ticket, there is a chance that a new ticket will open – despite the proper subject line and original ticket numbers being included. I could not find what is different with these duplicated tickets. (below are some examples) Some background information that might help: We use Outlook for mac We have internal mailing
Removing underline from Hyperlink
Hi, I'm trying to send a message using Zoho desk and I want the whole message to link to a different page. I can do it however when I do, the whole message is underlined and clicking on the Underline symbol to remove the line is impossible. Is there a way to remove the underline? Thanks
Ticket data view
In Zoho desk can anyone tell me how to expand the ticket data once a ticket has been opened, so all of the information is readable! I want to read the client responses whilst replying to the ticket.
Introducing 'Dark Theme' in the Zoho Desk Android App!
Hello All! We wish you all a Happy New Year :)! This New Year, we have given a new look to our Zoho Desk App icon to give it an all new and refreshing look. Also, we are delighted to let you know that we have brought in support for 'Dark theme' feature in the Zoho Desk Android app. You can now experience enhanced readability, save battery life and run through your tickets with ease. In the latest version of the Zoho Desk app, you can enable the Dark theme from the on-boarding screen i.e.,if
Allow agent account management by administrator
Hello, I would really like the Zoho Desk administrator to be able to take over agent accounts: they should be able to log on as a particular agent. That would allow the admin to completely pre-configure agent accounts: settings like starred views, selected columns for views, snippets, etc. All of that is personal only so each agent can pick different settings, which is not what we want. Currently the admin can only grant access to an agent but there is no control on what the agent first sees when
Images missing, in tickets, on customer facing end
Images do not show at all on customer facing site: Image SRC shows as (incorrect): "/portal/mail/ImageDisplayZSupport?supzgid=1588ac18de7965a4a48d23f14fc053d4&na=1156310000000002002&nmsgId=1578324382286000001&f=1.png&mode=inline&cid=0.28873910240.7326964232281928898.16f7b76d00e__inline__img__src&" However they show find on admin facing site: Image SRC shows as (correct): "https://desk.zoho.eu/mail/ImageDisplayZSupport?supzgid=1588ac18de7965a4a48d23f14fc053d4&na=1156310000000002002&nmsgId=1578324382286000001&f=1.png&mode=inline&cid=0.28873910240.7326964232281928898.16f7b76d00e__inline__img__src&"
Blueprint bottom bar not appearing, 'Unable to process your request'
Hi, We have Blueprints set up to help workflow, and to move tickets I use the blue bar on the bottom to follow the process but it isn't loading and instead I'm getting the 'Unable to process your request' error. Please help? I can't move tickets to Open, On Hold etc without it. Kat
Can we apply layout rules for Blueprint transitions?
The help page for the layout rules states that : Layout Rules are applied only when users manually create or edit a record. Does the use of transitions on tickets apply as "editing" a ticket/record?
Community Round-up: 2019
We've just entered a brand new year and it feels like the right time to take a moment and thank you all for being an integral part of this community. It was quite an eventful year and to get a sense of just how much happened, let's look back at the year that was. 1222 new users visited our community page last year - let's make them feel welcome so their numbers keep growing! We made 51 significant announcements. This included major feature releases like: New channels for support: 3CX, Exotel, Ubity
Next Page