Concurrent users limits?
Hi everyone, just trying to find out if there is a limit on concurrent users in Zoho desk? I have a situation where I may need 70+ agents (out of potentially 150 separate named agents total) logged on and working concurrently. Is this supportable? Thanks.
Email notification
how can I set up to only notify certain agents and not all of them? Thank you
Products related to accounts
How i can upload via csv a list of products related to the accounts module?
Change contact fields to optional
In Zoho Desk Enterprise, when you open chat on the website the Name, Email and Question fields are mandatory. How do we make these all optional?
Duplicating Templates / Rules / Alerts , etc ...
One thing we find that we are consistently struggling with is customizing the Zoho environment. For instance, we have Templates that we're trying to write, and they have some small nuances in them depending on the context that we want to insert them. Same goes for Alerts, Tasks, etc ... It would be quite useful to be able to simply duplicate an existing template/rule/alert, and make a small change and save it with a new name rather than having to create a brand new one, and do a juggling job
Announcing the Zoho Desk - Zoho Reports Integration
Access to the right data at the right time makes all the difference between possibility and reality. Data helps you understand what to fix, and even how to fix it. With that in mind, we wanted to help our customers dig deeper into their performance metrics, and have actionable information at hand all the time. We built dashboards like The Headquarters in Zoho Desk. When decision-makers wanted to see the underlying data, Zoho Desk allowed them just that through custom reports. While these reports
Open ticket and email.
When a customer has a problem, I create a ticket with his name and after I create, I send to the company that makes the products I sell. The manufacturer's emails are always the same. 2 questions: 1 - Is this correct way to create the ticket with the customer problem? Forwarding an email to the manufacturer later? 2 - Is there a way to save the manufacturer's email so that it automatically fills in, just by typing part of the email? Thanks
Can I see when a customer last logged into the portal?
Under customer views, I can view only customers which "isPortalUser". Is there a way to add to the view (and ideally sort by) the date that the customer lasted accessed the support portal?
Avoid sending email for customer on new ticket
In some special cases, I want to open a ticket for a customer, but I do not want to him/her to be notified. Is there anyway I could achieve this?
Zoho API integration inside asp.net application
I want to create a ticket from my asp.net application page. Please provide me proper way to do this task.
How to get a list of all published KB articles in a category (department) sorted by updated date
How do we get a list of KB articles with their hierarchy information for each category. Without this how can articles be managed, audited and updated periodically when the numbers are large. I am a little confused. Is it not there or I cant find it? We are currently evaluating Zoho and are at an advanced stage. But this might be a deal breaker. Please advise.
Remote Authentication not working : Invalid APIKey
Remote authentication not working for me. A response I m getting after redirect {"result":"failure","cause":"Invalid APIKey"}
Automatic Product and Time
good day, is there a way to automatically assign a product as well time to a ticket. Thanks Rudy
What are the rate limits for the new Desk APIs? And is there a way to get tickets by ticketnumber?
Hi. I have 2 questions: 1) What are the rate limits for the new Desk APIs? I cannot find them in the official documentation. 2) Is there an API method to get a ticket by ticket number? Currently I have to make many, many calls to get all tickets (since pagination is limited to ~50 items per call) and then exhaustively compare the ticket number against all tickets. This can cause problems because there are a lot of tickets and I might get rate limited. Many thanks.
Chat Button Float on Mobile
The Chat button customization pane lets you choose which side to have the button appear on. This option works well on desktop but not mobile. See pictures below: OPTIONS: DESKTOP: MOBILE:
Agent Level Access
Hi There, We think that this would be a good idea for our staff and all Zoho Users. We have it set up in our company that certain agents can only access certain things. Like a Level 1 User can only view and reply to tickets assigned to them only. A Level 2 user can only reply to tickets assigned to them and reply to the forums A Level 3 user can assign tickets, reply to forums and configure customer accounts. A Level 4 user is considered a supervisor, this role can assign tickets, reply to forums.
Change portal user to agent and vice versa?
As title says, how do I change a portal user to be an agent and vice versa?
Can't add a task to all tickets.
I have a Workflow to generate Zoho Desk Tickets via Zoho Creator. Now i must add several Tasks to the generated Tickets. everytime i will add a tasks to a Ticket, i become the Error: <?xml version="1.0" encoding="UTF-8" ?> <response uri="/api/xml/tasks/addrecords"> <error> <code>4832</code> <message>Problem occured while processing the request</message> </error> </response> My Code: testmap=Map(); url="https://desk.zoho.com/api/json/tasks/addrecords";
How to use Filters on emails so that all emails do not turn into Tickets.
Hi Team I have question related to Forwarded mails from my Support alias on to the Zohodesk email. Presently, all the forwarded mails are getting converted into tickets and hence choking my Zoho Desk with unwanted SPAM tickets. Is there a way \, I can use filters on relevant emails to be converted in Tickets only ? Also, how we can tap to get the same subject emails landing into the same Ticket no? Looking forward for a reply Regards Eesha
Spacer.gif in e-mail
When answering a ticket by e-mail, a 1x1 image 'spacer.gif' is placed into the e-mail. When a customer wants to answer this e-mail but doesn't allow external content to be in the e-mail, the e-mail gets a weird format. (see image below) Is there a possibility to remove this 1x1 image when sending an e-mail from Zoho Desk?
Workflow Rule - Switch Request to Department
I am looking to create a workflow rule that specifies when an email arrives with subject containing "[content]" move request from Department 'Customer Support' to another Department 'Accounting Support'. I apologize if this has been covered, I wasn't able to find solution easily and our business model would like this done quickly. Thanks for any assistance necessary.
Chat Widget
Hi, is it possible to change the extreme high z-index value oft he widget? It´s impossible to stack the widget behind a overlay or sidebar navigation etc. .zls-btnmn { position: fixed; z-index: 2247483647 !important; max-width: 305px; box-sizing: border-box; } Thanks for your help!
Create Admin's
Hi, I have recently upgraded from Free to Professional. Free version i had 1 Agent and one Administrator, now when i view the Agents my Administrator is deactived and cannot be activated? I can no longer create support administrators, it tells me my license is exceeded. Do i need to pay $12 per Agent,Admin,and Custom? Thanks
Send email when a Ticket received DESK
Hello, I have differente types of SLA (Standard, Deluxe, Premium) Each customer has it´s SLA associated. I want to send an AUTOMATIC email when a Ticket is received This email will be different for each SLA For example, Ticket received of a customer SLA Standard, send automatically email template 1 Ticket received of a customer SLA Deluxe, send automatically email template 2 Ticket received of a customer SLA Premium, send automatically email template 3 How can I set up this? Regards, Unai
Response Time Wrong, way off.
Hi, I submitted a ticket earlier about this issue but haven't heard back, maybe other people are experiencing this as well? Basically all my "First Response" or "Response Time" metrics are completely broken, I'm getting 49hrs for first response average. And the reason I know its broken, is the response time on individual tickets doesn't record properly (at least in the way it displays that information in the ticket). Recently we've been testing this with internal tickets created by us to measure
Zoho Support - Make changes on ticket layout - Zoho Portal (help center)
Hello guys, I have a question about the Zoho Portal ticket creation layout. Before changing the UI Zoho Support, I could change the layout of tickets, both on page Zoho Support Zoho as in the Portal page. I'd like to know how I can change the layout of the ticket creation screens, since I'm no longer able to do so. Best regards, Cleverson Darsie
Email heading
My business name is Sharwood Hampers, my email is info@sharwoodhampers.com.au, but when I send an email out it reads that it is from sharwoodhampers. How can I read that it is from Sharwood Hampers (with the capitals and spacing?)
Restricted department acces
Hello, Currently we have 15 agents in our Zoho Desk. All employees have different roles and profiles, so not every employee is allowed to view every department. We have restricted the agent profiles to the allowed departments, which works fine. The only problem is, when an agent creates a ticket, it is still able to select every department, also the departments they're not allowed to view. Allowed departments: Selectable departments: Is there any way to fix this problem? Thanks in advance. Kind regards,
Import Contacts
Import Contacts Importar resumo Data Imported Successfully. No. of Records added: 752 No. of Records updated: 0 No. of Records ignored: 0 (Reason: Due to empty values for any of the mandatory fields) Se não estiver satisfeito com esta importação, pode restaurar a mesma emImport History but No contacts were imported. Best regards
Zoho Help Desk has frozen
Hi, We are currently running a free trial with Zoho to see if it is suitable for us and it looks like it has froze/isn't working. Whenever I try and load up the help desk, I get the Pendulum loading icon and it doesn't move away from that. I have tried going into privacy mode/clearing my cookies/shutting my PC down and I'm still getting this issue. Can you help?
Add video attachment to help center post
Is it possible to attach a video (instead of an article) on a post for the Help Center? I've looked at previous posts and apparently there should be the option to add a video up to 5 MB, however, I am having problems adding a video (only 22 KB). Is there a better way to add the video?
Ticket Template Not Saved
Hi, I'm trying to create template for my ticket, then I found some of the fields can't be saved. Zoho didn't report that I can't save it, but after saving, there is no update of the saved field. I want to: 1. Save the Ticket Owner to Unassigned; 2. Save the specific option from my customized pick list. (If I can't save this, I can't trigger my workflow automation) Both of the fields failed to be saved even I tried to save them in separate steps. Any suggestions?
Webform Code
Hi guys! I've a question about Advanced Webform code. After having created an advanced webform, Zoho Desk, generate a script to embed in web page code. Unfortunately, this source code is too long and not easy to manage. I ask you if it's possibile to get a short embed code (like the one that Zoho CRM generate when someone creates a webrform and selects "embed" as code format) by a request to our support. Thank you in advance. Regards Dino Biselli
Add time entry in Zoho Desk APP
Hello, We can add time entries vía web, no problem. But we don´t know how to add a time entry using the APP Please help
Email Notification Questions
Hello, Is there a way to have automated emails show as coming from [support@ourdomain.com] rather than [support@ourcompany.zohodesk.com]? The From Address is fine, but we'd like our automated emails to reflect the same address. Also is there a way to shorten the time that notification emails are sent? In testing the response time we've noticed that we're not getting the notification emails that customers would receive (open and closed ticket emails) until 30 minutes after the ticket has been actioned
zwitch
You Zwitch service hasnt transferred in all of my data, i have emailed and no-one has bothered to reply to me. Can someone please assist me with this
Remote assist invite not working
Hi, I tested the remote assist button with an email of my own. You are about to send a remote assist invite to ... I have not received invitation, it this functiionality not working? Regards, Arturo.
New Layout: How do I "Select All" and bulk edit ? (I want to select all non-closed tickets so that I can close them)
Perhaps I'm missing something obvious, but I can't work it out ..... Thanks for your help.
Linked tickets - Ticket Dependencies
Hello there, Is it possible to create a chain of linked tickets so they have to be processed in a specific order and the last one works as a prerequisite for the next one until all of them are closed? Thanks, Leo
How to trigger update of custom fields when loading a ticket
I would like to display data from an external database whenever a ticket loads. How do i trigger the action. The methods simply show me how to update but what action will trigger the method? What I want to achieve is to update two custom fields containing the customers loan information so that my agent does not have to log in to the external system.
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