Query.
Hello, Hey i want to now more about help desk software. need guidance...! thanks, For More Refrence: Product demo video
Tried domain re-mapping to my website and now can't get into support again
I tried to re-map zoho support to my website domain but must have got something wrong. Now everytime I click the zoho support it takes me to a dead page on my domain and I can't get back into zoho support to change the settings. Does anyone know how to get back to the original zoho support if a wrong redirect has been entered in the mapping setting? Thanks in advance.
Suggestion to improve functionality
Here is a suggestion for a future Zoho Desk release. As is stands now, the process of responding back to a user from within a ticket is just back-and-forth - for example: User submits a ticket with a problem. I reply back asking for more information, then I wait. They reply back to my question. I ask then another question, then I wait. They reply back again What I would like to see is the ability to send them more than one reply without waiting for them to respond - for example: User
Can I initialize certain fields in a ticket
In the ticket submission I would like to be able to initialize some fields (for instance Category, Priority or Subject) via a link in the URL, or by some other mean. Is it possible? Thanks Hernan
some tickets go automatically to spam mailbox
Hi, i don't why but some tickets goes to SPAM mailbox or non desire (i have in spanish translation). As a result, if i search this tickets even with the ticket number it doesn't appear. By chance y see it in this folder. To questions about it. Why this tickets are in spam mailbox and how can i move it in order to be searched?? Regards
Sending an email when a ticket is created
Hello Here's a question from our support agents: Is there a way to send an email to the customer when creating a new ticket in Desk? The way I see it working now, when a ticket is created, you have to go to that ticket, then reply all to get an outgoing email to the customer. Is there a way to remove that extra step? Thanks Peter
Assigning ticket to an agent in another department.
I have 4 departments. One of them, "General Support" is the default department. When a ticket is submitted, I don't want everyone in that department to get a notification, just 2 of us. How can I designate which agents get notified when a new ticket is submitted.
Have the Time Entry section Description field pre-populate with a template?
Hi All, As the title says, we'd like the take the Time Entry section pre-populate with a template so our techs can just fill in the blanks instead of typing in the whole lot. Something like: Date completed: <blank>, Work completed by: <blank>, Fault reported: <blank>. Resolution: <blank>. This would really help out our admin staff so they don't need to re-write invoices if a tech does a sloppy job with notes... Is this possible or not at present? Look forward to hearing from the community! Kurtis
Problem being redirected from eu to com
Good morning, I have created a trial helpdesk with one of my company email accounts and invited myself as an administrator. But every time I try to login to the .eu helpdesk, I'm redirected to the .com site. I though I made a mistake and set up a trial helpdesk there as well, but still want to login to the .eu site. So, how can I - delete the helpdesk site I created on the .com entity? - login with my account to the .eu helpdesk I was invited to? Thanks for your answer
first response time are showed it in hours or in minutes?
Hi! I just need to know if the first response time in Overview Tab (Reports) are in minutes or in hours and how I know it? if I see 07:15 it means for example that first response time was be in 7hours 15 minutes or it means 7 minuts and 15 seconds? Thankk you
unable to login zohodesk
I cannot login my zohodesk, I get this message... what can i do?
Zoho Support + Zoho Assist + Google Apps Integration
Are you planing to integrate these two? Also how about integrating them with Google Apps so we can create cases from incoming emails or send a remote support invitation from gmail? Jorge
Ticket can not get customer's email response from 2nd time response.
Hello ! We are testing zoho desk to manage tickets. When customer(my test account gmail) made a ticket then I can reply then customer can reply my email. But I don't know why ticket can not get this customer email, when customer response my email 2nd time. There is no spam folder and any where. So customer responses are disappeared from 2nd time response. This is really critical issues. Is there any solution for that ?
How I can customize zoho email template?
I'm facing issue to set up customer response on a ticket. I like to customize the response like.Currently, I am not getting any info in email notify about ticket history. I want to get all historical discussion will be part of that notification that just-just response on existing ticket. is it possible? How I can setup this. If someone already has customized template. Please share with me Waiting for response
Requests data and the HappinessRating
Hello, My end goaI is to build a similar metric to the Happiness Rating that can be found in the Reports section of Zoho Desk. I am retrieving the Requests data of the last 7 days (using ModifiedTime) and I have a column called HappinessRating that i can see has values like -1, 0 and 2 Can you explain what this values mean and their relation to Good, Ok and Bad ? Pedro
Disappearing Import/Export Function
After working with the trial version for a few weeks, I've upgraded to the Professional version and have done a few test uploads of Contacts and Accounts. Yesterday, without changing any Permissions settings, the "Import/Export" option disappeared. It has been replaced with "Import History." Again, I have not changed any Permissions settings. My profile remains Support Administrator and the Administrative Permissions still have Import Records enabled. I've logged on and off a number of times to
Content doesn't appear in the portal home page
the customized portal is here: https://support.morphisec.com/ which you can colored but empty. no widgets and no content. and content appears to logged in users only. some of the content we have there is marked for all users. the default portal is here: https://desk.zoho.com/portal/morphisec in which you can see the widgets and test content.
View previous customer history by email address?
Hi Zoho support, Thank you for your excellent product. Is it possible to view previous tickets, grouped by the same email address of the customer? I have a customer who contacts us every few months. She uses the same email and different aliases every time. She's a little "cooky"... It would be a nice feature to get to see if we already have an email address in our customer database. Please let me know if such a feature exists already. All the best, Ron
Auto cc emails other than the support mailbox
I want to automatically cc another email address however it appears that I am not able to do that.
Message preview in ticket list mode
Hello, Is there a way to turn on a preview of the ticket message so that the first line is visible from a view like list mode? This would work similarly to how email apps like gmail or outlook preview the messages in the inbox. In the attached image, a screenshot of list mode of tickets in desk, the space between the ticket title/subject and status would have a line of preview text. Thanks Peter
Web-To-Case: Account appended to Contact Name
Hello, We are currently experimenting with the free version of Zoho Desk and web-to-case. When we submit a case with an Account and Contact, the system creates a User account in the format {Contact Name} {Account Name}. Is there a way to have the account created in accounts, the user under the account and a ticket associated to the user and account?
Automatically logs me out too soon (zoho Desk)
I'm being automatically login out of Zoho Desk every 10 mins and I'm getting delayed tickets in Zoho Desk
"This name is taken." error
We see this error come up mostly. We have created some Knowledge base sections, then deleted them (for instance the name is 'FAQ'), We receive this error when we try to add a section with the same name ('FAQ') How can we get past this? Thanks in advance, -- MD
Adding a report into portals
Hello, I need to add a report into our customer portals which will - hopefully - automatically update on login. The report would display as a graph rather than data. If it can't auto-update, we can run the report from a button. We intend to customise our portals with CSS and HTML to match our website. Can we customise the portal to allow these reports to run? One of them will be generated from an in-house SQL server. Do I need to use Deluge to do this or would it need to run in an idea me or similar?
Portal Customization : Changes not visible on my subdomain portal
Hello I have a big issue with the customization feature : 1. CSS Everything are up to date on Preview and https://deskportal.zoho.com/portal/<myname> But nothing happen in mysubdomain.mydomain.com/portal 2. Tabs configuration is ignored I turned off some tabs but the configuratio is ignored in preview reloaded after publish confirmation. And nothing happen in mysubdomain.mydomain.com/portal nor https://deskportal.zoho.com/portal/<myname> Thanks for your help !!
Upload Image Not Working
Uploading image is not working for agents account.
Getting replies from ticket
Is there an api to get customer replies from zoho desk I've been looking into this one https://support.zoho.com/api/json/requests/getrequestthreads?authtoken=[auth token]&portal=[portal]&department=[department]&requestid=[case id]&showoriginal=true But it only returns a summary of the content and not the full reply. Is there any additional endpoint or parameter that allows returning the full reply content. Thank you.
Log a ticket received by email
How do I log a ticket in Zoho desk that was received via email as the original sender address? Is there a #... that can be used in the email message body.
Open tickets are blank
We are unable to read and respond to any of our support tickets. All we see is:
Tickets submitted via email are not being received
Hi, We are currently trialling Zoho Desk. I have gone into Setup > Channels > Email and have setup a support email address (eg: XXXXX@username.zohodesk.com). Email Fetching is switched to On. We are currently testing and have sent a number of emails to the email address above but, nothing is appearing in Zoho Desk. Unsure what to do?
Auto assign SPLIT TICKETS
When I am the assigned agent on a ticket, and I want to split off a reply into a new ticket, I want that to keep me as the agent on the newly split ticket. Prior version automatically kept me as the agent on the newly split ticket. How can that be accomplished that in the new version? thank you Jim
Cannot attach file to KB articles
I'm trying to attach files to KB articles and the attachment dialog box just continually says "Loading" - see photo. I've tried this on different articles and in different browsers. Help is appreciated!
I cannot receive an E-mail from a customer
A customer sent me more than 260 tickets in zoho support, and since March 1st, I cannot receive e-mail to my zohosupport adress. Do you know if we have a black list somewhere? regards
Downloadable document.
Hello is there a way to add a downloadable documents to Zoho Desk? I have a need to add FAQs, KBs, and Guides to our Support Center. For better user experience I want for my customers to be able to download guides that I want to add to my Support Center. The guides would come in a form of a user guide, installation guide, and similar docs. Thank you.
Is there a way to import a word based KB?
Before using Zoho desk I created a number of KBs in word with steps, bullets, text boxes, and images. Is there a way for me to import a word KB into Zoho Desk? Copying word KBs to Zoho Desk is a very frustrating process. Also the amount of time it takes to create a KB in word is quick, when trying to do the same in Zoho desk it take a lot more time to create KB. Thank you.
When replying and closing a ticket, two emails are sent.
Hello, We have the Professional Edition. When we reply to a ticket and "Send and Close", two separate emails are sent out. One notifying the User of the ticket closure and one containing the reply to the User. We would like to have those two emails combined into one email so that the body of the email contains the reply as well as the notification of the ticket closure. How would we go about achieving this? Thank you. Keith B
Channel Field In New Version
Dear Support, I have added a value to the channel list. But we could not see this new value in new version of Zoho Support. We can see new values on older version. Thanks.
Eliminating "due date"
I don't use the "due date" function on my tickets. It's just not something I use at all. On the old Desk system, I could just "delete" the due date. On the new version, I cannot. So if someone sets things like Priority and Classification, I can change these to "none" but I cannot "blank out" the "Due Date" field. Please advise on the method to remove a previously set Due Date completely in the new Desk version. Either that, or let me know how I can actually prevent someone from even setting one
Can't access own support site at all
Apparently my SSL payment for the group cert is due and no one told me about it so they just removed me from the list and now not only is my support page inaccessible by normal web browsing but I cannot even access Zoho Desk myself!!! This is BAD!!! I also have been travelling for a week so I have no idea how long it's been this way! This is the error page I get!! Your connection is not secure The owner of support.turbosaquatics.com has configured their website improperly. To protect your information
Updating a Dashboard
I want to do one of 2 things - 1. Be able to Update the Resolution Time Dashboard to filter out certain Tickets, Subjects, etc. OR 2. Use one of my existing reports, I want to be able to add the Resolution Time field. I cannot see how to do either of these. For that matter, I would like to do the same thing for Initial Response Time.
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