Tickets which are being carbon copied (cc) between departments are being created twice on the receiving department
This problem has started to occur recently (this week) and we have only seen it on 2 occasions. When we reply to our customers we do sometimes keep our after sales department in cc to inform them of part shipments. 2 of these cc'ed tickets have been created twice on their list. We did delete both of the copies but I guess that I can take them back from the trash for you to investigate this issue.
Custom Email Responses by Account- Zoho Desk
Hello, Is there a way to create customised auto-response emails to clients when they submit a ticket which are different based on which account the ticket comes from? We have a few different tiers of response time based on the package an account might have and we would like the auto-replies to factor this in and inform the client of when they can expect a response. So, one email might state a next business day response and another might say a 48 hour response. Thanks Emily
Custom "Closed Ticket" Notifications for Different Statuses
I have a client with multiple ticket statuses that would like to customize the "Ticket Closed" notification for each status: e.g. If Ticket A is in Status A and is closed, send Notification A. If Ticket A is in Status B and is closed, send Notification B. I'm accomplishing this by turning off the "Closing a Ticket" Contact Notification in the "Notify" tab and creating multiple workflow rules for each status. Will that break anything?
Zoho Desk automatic assignment rules only at selected businnes hours
Hello, Is it possible in Zoho Desk to set automatic assignment rules only at selected business hours (only between 8:00 am and 4:00 pm the system would assign tickets to designated agents). After 4:00 PM all tickets will be unassigned.
Melange de requêtes
Bonjour J'ai 2 requêtes 65760 au nom de m Barateau et une autre 60744 au nom de M Barreau : or dans cette requête (celle de M Barreau) j'ai des éléments concernant M Barateau !!! D'ou ma question : y a-t-il possibilité de prendre certaines conversations de M Barateau qui se trouvent dans la requête 60744 pour les mettre dans la requête de M Barateau (requête 65760) Cordialement M Morales Pastor Jacky
Auto Response to users when create a ticket manually
We want to send email to users when we create a ticket manually. We do not want to send email for all manually created tickets but only the selected one's. Please suggest the workflow for it.
Have an event calendar in a Desk community forum or in KB
I'd like to be able to announce bi-weekly online live support sessions to my users. Is there way to integrate an event calendar into a desk community or knowledgebase? I'd like it to - enable people to find the session they want to attend, register for the session, get a confirmation email & a reminder email and a simple survey about their needs, and to track that they registered in CRM. Is any of that possible?
Web form confirm email field
Is there a way to have a "Confirm Email Address" field that has to match the original email field in order for the form to validate and submit? we are having some issues with people entering their email address wrong via typos etc and therefore not receiving notifications or correspondence from our zoho ticketing system. Please advise. Thanks much!!!
Zoho Desk Community Meetups 2019 - Canada
Hey there! Are you making the best use of Zoho Desk? Do you think meeting and learning from other Zoho users in your city would help? If yes, then Zoho User Group Meetups is the right place for you! We're happy to announce our first Zoho Desk User Group
Im new to desk (was using fresh desk for 5 years) struggling with alert settings
I followed instructions given to me on chat, but I still cant get it right... I dont get email alerts when someone adds a new task but I do if they reply. If I reply to a customers ticket, I get an alert telling me that THEY updated it? (and Im assuming they do) Im not the most technical of people, so is there a way I can get someone from Zoho to log onto my account and help me achieve the best / standard setup? Many thanks John
which status for new created tickets
Hi, sometimes I have to create a new ticket manually, for example, when we have to reach the customer who has not yet sent us a ticket. My question is: which status do I set for the newly created ticket? Should it be closed? I mean, for us, when sending the ticket, the case is closed until the customer responds. So, logically, it should be closed. But does it arrive at the customer when the status is closed right from the beginning? If the customer responds, the status will change back to open anyway.
Notifications
Hi, When i assigned tickets to agents they are not receiving the mail notification though notify button is on.
Validation Rules
Hi, Just want to say I'm really excited about this new feature as it will be a tremendous help for our workarounds to system limitations. Thank you for continually adding enhancements for us to effectively use the system. :) Can I ask, if the feature is still in beta version, is there still a possibility that it will not be fully implemented or removed? Reason is I've created a few rules on my test department that will really help with our data integrity so it's best added ASAP to our live departments.
How to create a call activity through Zoho desk API
Is it posible to create a call activity through Zoho desk API?
Editor bug: Indent icons are wrong
The icons in the Desk WYSIWYG editor are backwards. The icon for "Increase Indent" illustrates decreasing indentation, and the icon for "Decrease Indent" illustrates increasing indentation.
modification de champ
Hello Since this morning when I want to modify a field (add item in drop-down list) in Zoho I do not arrive I go in configuration, layouts and fields, I choose list of fields then I click on the button to create or modify a field and I have a blank page (without my fields): on the other hand at the top I have a red square which appears with an exclamation mark You have an explanation cordially
Agents login to community
Hi there, Agents can't be added to users (help center) because they already exist in Zoho Desk. But they can't login to the help center/ community portal? Is there anyway to allow them to login to the portal as user with their agent email address? In addition, how can I create user teams? Regards, Helen
Notifications
Hi, I've missed replying on time to some of my incoming emails as they did not not show up in my notification As we have a lot of tickets I rely on my notifications to alert me on incoming messages/emails. How do we sort this? cheers, Rene
Billable v Non-Billable tickets Zoho Desk
I have searched and searched. I've even found reports that will output billable v non-billable informartion. But i am unable to find out where i can set a ticket as billable. Or non-billable.
How to change default support email address in Zoho Support
Hello, Where can I change the default support email address of Zoho Support?
Unverified Sender Warnings on Incoming Tickets or System Notifications Emails
These warnings have started to appear on some of the new incoming tickets or the system notification emails since a couple of days. It's not attached onto all of them. Could you please inspect this issue.
How do we pick the articles that get displayed in ASAP?
We recently installed ASAP on our website. How do we pick what articles get displayed on the "Home" tab when someone clicks on the ASAP icon? Right now it displays: Five "Recent Articles" in the top section Five "Popular Articles" below that The issue is that Recent Articles aren't the ones we'd want to display across our website. We need to be able to pick out the most essential articles out of the 100s that we have, rather than just displaying whichever ones got edited most recently by an agent.
SQL Query
Has an option been added in the SQL query to allow a selection of “is after today” yet? People pay for yearly maintenance and still request support but the CRM states this expired. So it makes sense to be able to set a trigger to send an automated email if the date queried in question is in the past has passed. Example: Expiry is 12/25/2018. Email arrives 05/08/2019, today's date "is after" expiry, trigger an automatic email saying there's no support for the sender.
Service Contracts and Pay as you go
Can you get Helpdesk to Round up to the nearest hour base on support times? We have clients who pay an up front fee pcm and others who pay as you go? is this under support contacts?
Ask the Experts 6: A 5-hour online Q&A on Self-Service
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
Desk Aktivities view is broken
Hello, since 3 days, we have a Problem in Zoho Desk. The Activities showing a white site, sometimes. I can create this Bug if i reload the Page in several Broswers on the Activities Tab. i temporarly can fix this, if i searching the ticket number an klick on the Ticket and Activities again, then the Aktivities are shown, but a reload on this replies the Problem. Can you fix this please? Kind regards Klaus Brandt
Muting chat notifications when on a call.
Does anyone know if there is a way to have chat notifications (audio) mute automatically when an agent is on a call? What is happening is that the agents are picking up calls and talking to the customer when a chat request comes in and the audio is so loud, we have to tell the customer to hold on until we dismiss the chat request. A lot of the time, we are away from the help desk looking up the persons issue, so it can be pretty distracting and jarring. I know we can log out of the chat when we
New ticken opening - association of contacts email and accounts email
Dear Gurus I'm used to open tickets for several "accounts Names" but always using my email. Apparently the system automatically assign the "accounts Names" based on the email and swap all the ticket opened from my email into the same "account Name" . This is happening also if I try to change every single ticket. Am I correct saying that the system doesn't accept this or am I doing something wrong? Did somebody solve this somehow? my Idea is that if I'm an agent and I open tickets for my customers,
Add SEO to the KB category page
We can add SEO info to a KB article, and the Categories are a dynamic page. Would be nice to add SEO info just like a KB to a KB Category.
Notify specific agents when ticket is resolved
Hello, I want to create new rule and send notification to the few agents when specific tickets are resolved. For example, if Contact segment is A- Maia Manjgaladze, after status is updated, send alert to Maia Manjgaladze. Here is the example how I'm doing it: Execute on: Field Update: Status Criteria: Segment is A- Maia Manjgaladze Actions: Alerts -> Notification for PS (I've create new template) It does not work.
Hide the Case ID from an email subject line
Is it possible to hide the ticket ID from the email subject line? I'm testing Zoho Desk. Whenever I send an email to a customer, the case ID is listed as the first thing. Can we modify this?
Integrating Quickbooks Online with Zoho Desk
Revisiting Zoho Desk after a year of using another product and I have a question. My business is primarily billing for "time". One of the things I to do today with the system I slapped together is receive requests from clients, work them, and then bill for "billable time". The billable time is added to Quickbooks and then I generate invoices. I'm not opposed to switching my accounting software, but before I go down that road, is there a mechanism in Zoho Desk to "bill for time"? If so, does Zoho
Zoho Desk Integration with forms
Hello - In CRM I was able to integrate a form that attaches the form as a pdf on the record in CRM. I do not see an option to have a form pdf automatically attach to a ticket. Am I missing it?
Zoho Desk Community Digest - April 2019
Top Product Announcements Upgrade to the new SalesIQ live chat Latest updates to Blueprint includes: Blueprint Canvas Expand/Collapse Option Make Auto Transition as a Common Transition State Connectors from the Canvas Chart Tags supported as a criteria in Analytics ASAP Home page widget customization Top Product Enhancements Blueprint: Increased the number of State Level SLAs as 3 Increased the number of Common Transitions as 5 for Enterprise accounts. During and After Count in sub-tabs Quick Deletion
Inconsistant Formatting in email replies
We sometimes have an odd issue with replying to clients via the ticketing system. We use snippets a lot and we've run into the formatting issue we've seen once again so I'd like to formally ask if anyone else has these kinds of issues, and is there a fix? We have seen this without snippets, but that is harder to document. Specifically, when we create a snippet, we have hand typed each agents snippet out in the snippet editor, and then stylized the proper areas with formatting options. There is no
Zoho Desk : Captcha on Feedback Widget is not working on IE/Microsoft Edge
Hi, I have an issue with reload captcha on Feedback Widget (iFrame) I was trying to reload cpatch but it's not change Thanks, Sombath
Submit a ticket for registered users only
Hi, It would be great if we can give permissions to certain users to submit tickets via the customer portal. Regards, Helen
Moderate every post before it's published
We would like to moderate every question/idea raised in our community before it's published (not only the first post).
How to close a ticket without it being reopened by a thank you reply
How to avoid a closed ticket from being reopened by a Thank You type of reply!
Zoho Desk Customers/Contacts Sync to ZOHO CRM
Hello Is possible zoho desk customers / contacts sync to zoho crm ? We use zoho desk to get emails, Zoho desk will create customers automatically. So we want to sycn those zoho desk customers to ZOHO CRM. Thank you.
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