How to calculate time spent in closure of ticket.
I want to created a dashboard in which i want to present the tickets with time. i.e how many tickets closed in 24hrs,48hrs and 72 hrs. Please tell me.
Is it possible to remove".zohodesk" from the reply/created/closed emails?
Can you change it so the messages the client is receiving come from help@company.com rather than help@company.zohodesk.com?
How to change field type font color in zoho desk?
Hiii guys, The new field will be added using layout under customize in setup. In that how should I change the field type color.I tried to change the font color in help center, but it is not helpful for me. Please give some idea about font color changing in zoho desk.
General guidance on Ticketing web widget
Hi, I guess my requirement is quite different. I need the Zoho widget to be displayed on my website. If the end user click the widget, a pop-up window should open and users can fill the fields, the response will be converted as tickets. I have seen that there are feedback widget and an embedded web form available in zoho. I thought the feedback widget would help me but i can not add my custom fields in that feedback widget option. So how can i create a custom widget for getting tickets?
How to test/demo free version?
When I click on my agent name, the panel that slides out indicates I am on the "Professional Edition". I want to demo and test the free version. How can I downgrade to the free version to see what capabilities it offers and the limitations it may contain? Or do I need to wait 14 more days to see that? Thanks.
Is There Significance in Email Subject Line
The email that the client receives has a subject header line that starts like this: [##${Cases.Request Id}##] Your ticket has been created Is there significance to the exact format and order of things: In other words, does the Ticket ID need to be in square brackets and surrounded by double-# and appear at the beginning of the subject? Is that used by the system to append comments, etc. if the client elects to reply to the email?
Service doesn't work properly + IMPOSSIBLE to reach tech support (screenshot attached)
1. System returns "Domain name already exists". How to fix issue with adding Help Center? [Setup > Help Center > Add Help Center] 2. Is Zoho tech support always unreachable by phone?... Funny thing is phone system always says "You Are Caller Number 1"... Last few days I spent hours on hold - attached screenshot of few recent calls...
How come I couldn't add files to my tickets
Hi there, I am having trouble adding attach files to my tickets, it gives me a message "unable to process your request" what can I do? please help thanks
How to Change My Name (Main/Initial Contact Name) in Mobile App
Somewhere there system has retained the "fictitious" name I use to initially test/trial your product. Now that I decided to go with your tool, I already have another ticket in help me update our main email address with our real support email address. I just installed your mobile app and the First Name and Last Name that appears is the fake one. How or where can I change it?
Zoho Desk is producing a blank page
Our Zoho Desk is producing a blank page. Clients can submit tickets, but we can't see them. Can you identify why this issue would be occuring?
How do I convert my enterprise trail account to free account?
When I created a free desk account of 10 users, its directly giving me enterprise account for 15 days trail. How do I switch from enterprise account to Free account?
How to change Company > Primary Contact > Email Address
How can I reset the Company > Primary Contact > Email Address? I tried changing one of my agents from Roles & Permissions = "Agent" to from Roles & Permissions = "Admin" so I could use that agent to change the main email address. That did not work. I still cannot change the main agent's email address. How can I do that? (see https://help.zoho.com/portal/en/community/topic/how-to-change-company-primary-contact-email-address)
Zoho Desk API calls. XML versus JSON
Hi: I have been using the API calls to retrieve Zoho Desk data in XML format inside a Visual Studio program I am developing. These APIs are defined here: https://help.zoho.com/portal/kb/zoho-desk/for-developers/developer-guide for example to search records: https://desk.zoho.com/api/xml/MODULE/getrecords?authtoken=AUTHTOKEN&portal=PORTALNAME&department=DEPARTMENTNAME I have had good success integrating these calls into my VS app. The other day I was informed that there are some unique API calls available
In Zoho Desk, Using the getrecordsbysearch function, can you specify more than one criteria.
For example Priority=high AND status=open
In Zoho desk, the remote assistance option in an open ticket is not sending the email to the user?
Has anyone found a way to fix this? I have tested on multiple email addresses.
Zoho desk
Hi, I'm new to Zoho and tried setting up our accounts. I forgot what I did but when I go to Zoho desk, I am redirected to our website. I went back to Zoho home page where i can see all options, CRM, etc and clicked desk and I got the same problem. Please help. Thanks
How to change Company > Primary Contact Email Address
How can I reset the Company > Primary Contact > Email Address. I set it up simply to test your product and now I would like to use our official support email address.
Desk - assign to CRM contact owner
I'm setting up Zoho Desk and I can't figure out how to automatically assign tickets to CRM contact owners. CRM and Desk are already integrated, but under assignment rules I can't pick contact owner. What am I missing? Thanks
Sending a ticket from Desk to BugTracker
I am unsure how to send an existing ticket in Desk to BugTracker i seem to have the setup correct yet cannot see the "bugtracker" in more options for the ticket what am i doing wrong? Kevin
Tickets are not fetching all of a sudden
I do not know, I have tried to call on the phone for my problem that support emails are not creating tickets all of a sudden, it was working alright, but one day at night I checked why the organization having support emails and i figured the tickets are not working I am using the zoho desk and I tried to work around but nothing possibly there even you can not see the log file. Please do help us if anyone can aproach the zoho....
How to Change an Agent's Email Address
I entered an agent's email address in wrong. How do I change it?
Customer Reviews
When testing leaving customer feedback on a zoho desk ticket I've noticed that the ticket gets reopened. Upon closing it notifies the customer again, asking them to leave yet another review. I'm sure this can't be intended...
Suggestion - 'Snippet' option for Response tab
Love the 'Snippet' feature for ticket replies - saves time. Most [80%+] of our tickets are repeat issues that I have 'snippets' setup to respond to. A nice upgrade would be to have a similar function for the Resolution field, as I always put in the same text to describe what I did to resolve the issue. Thanks
What are all the xmlData options for ZOHO Desk?
What are all the xmlData options for ZOHO Desk?
Change layout for submit ticket on Help Center
Is it possible to change the submit ticket layout inside help center?
Feedback for doesn't render correctly on mobile devices
Hello, The "feedback" widget does not render correctly on mobile devices, ie. iPhone. The entire screen is covered by the search button screen, I have attached screen shots of the problem in both "portrait" and "landscape modes". It also does the same thing when using embedded form on my contact page. It is essential this works on mobile. Thanks for your help! Allan
Feedback Widget is broken in mobile
Hello, The "feedback widget" doesn't render correctly on mobile devices like the iPhone. The entire screen is covered by the widget's "search-article suggestion" screen. I've attached two images illustrating the problem in both portrait and landscape modes. It's essential I get this to work properly. Regards, Allan
More than one client in ticket
Using followers I can make more than one agent to be notify about changes in a ticket. Can I do the same for end users? My external clients are clasiffied as end users, and there a some issues that concerned more than one of them. Thanks.
How to move "agent" to be "user"
Hi All, How to move 2 agents to become 2 users? There are 2 account which previously "agent" which we want to move to become "user". We try to deactivate them as "agent" and then invite them as "user". But, it's failed. We try to delete them first, but there's no option for it. Thanks, Johan
Ring Central bridge to ZOHO support
Hi how can I bridge ZOHO support with my ring central account? I'm NOT using ZOHO CRM, but ZOHO support. the function is not available??
Custom Function: search for field value in Account
Hello, when a custom field in the ticket is updated to a certain value, we need to retrieve the value of a field in the Customer to which the contact belongs to, and set a field of the ticket with that value. We think this can be done with a workflow & a custom function. We would need help with the custom function since we have very very few (almost none) experience with this. The details are as follows: 1.- The workflow is triggered when the field "Create Return" in the ticket is updated to "Yes".
Concept of "Companies" and "Contacts"?
We are just getting started with setting up our Zoho Desk. I have Zendesk experience, so maybe some concepts don't translate. Currently I am confused about how to setup my customer Companies and Contacts. (Or perhaps I don't even need or want to?) I read this article which talks about setting up users specifically so they can access the portal. https://help.zoho.com/portal/kb/articles/managing-the-customer-portal However, I'm thinking that regardless of the portal, when a ticket comes in from asmith@somedomain.com,
Thank you for your Support
Ever since we started building Zoho Desk, our only aim has been to create a product that uses context to help agents, managers, and customers have meaningful conversations with each other. In the true spirit of practicing what we preach, the customer service team at Zoho was the first to use Zoho Desk. We decided to launch the product publicly only after our internal customers endorsed it. After we launched Zoho Desk, many of you have expressed your love for the product. Some of you have also given
Some emails are not converted to tickets
Greetings. There are some emails inside our inbox that are not converted to tickets inside Zoho, specifically ones sent by noreply@zopim.com. All other emails are converted normally, either coming before or after mentioned ones.
Knowledge Base access based current support contract.
Hi Everyone, Is there a method of granting access to the Knowlegde Base but only if a customer/user have a current support contract? So having a support contract has added bonus of extra doucmentation. Cheers Craig.
From Address
Hello Team, I am not getting an option to add my SMTP details in ‘From Address’ for 2nd Support email address. The first email address I configured was helpdesk@oceanmanager.com and this is working fine with my SMTP credentials. Now, I have added one more Support email address as helpdesk@mauditor.com and want to configure the SMTP details for the sam but not getting the option to configure. Please assist.
Tooltip persists and is super annoying
In the new Zoho Desk, when you reply to a ticket, I find that most of the time at some point when I am mousing around during my reply, or if I just bump my mouse, etc, and I mouse over the toolbar icons, I get the tooltip pop up, but depending on your exact mouse motions, you can end up with your mouse no longer anywhere near the toolbar, yet the last tooltip your mouse was over will stay popped up and it won't "timeout" or go away on it's own. So when you are typing your response, your cursor/text
See my API Calls
Hi all, we are working on an api with Zoho Desk. We have the Enterprise edition. I know the limits of calls, but, I want to know, how many calls I have made in a day, and how many calls are made by organization in a day. Thanks.
add user always on invitations
Hello, I had some problem, if i add user then it always goes to invitations list. so what can i do ? i already dgoeelete from invitation list and when i add user again goes back to invitation list
Can users sign in to Zoho desk with their credential from our own website, without signing up again?
I would like our users to use the Knowledge base, Community and add their comments without signing up again. They can use their credential from our own website.
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