Reply email setup when using multiple departments
Hi there! Our Zoho desk is setup with multiple departments. We have a specific inbound/outbound email address for each of these departments so almost all inbound and outbound requests come and go via that department's email address. However, occasionally
Send dynamic mails to customer
Hello, we would like to send emails to customer, when they are submitting new tickets via mail. Inside the mails there need to be dynamic text parts, so we use workflow rules + alerts. If certain criteria matches alerts are getting sent to the customer
End user cannot login
Hi, I have a new end user / customer who cannot access our Desk support portal. He has received his welcome email, but inhis words: "When I go to the support activation page, it tells I am registering under "_____". I type my password, It shows me the
I need to delete my account.
Hello, my IT team at SpotOn says that I need to reach out to you to delete my account. This is what I was told by them. "We've deleted you as a requestor from the old Zoho ServiceDesk Plus Cloud instance. Any further action you'll need to take up with
Sending WhatsApp message using "Notify via Instant Messaging" is not working
I have multiple Template Messages each template associated with workflow and everything is working fine, then I added a new template I found that Template Category options has changed, before I was selecting "Alert Update" but now this option is not available
Additional Notes Field for Time Entry
Hi, it is very common (e.g. Projects Time Entry) to add a note to the time entry, so that the reviewer does know what's about this time entry. We would really appreciate a notes field, which also could be on the books invoice btw. Thanks in advance,
Notifications mention the wrong user when tickets are updated.
I'm having an issue with the notifications/Feed in Desk when tickets are updated in any way. All actions taken are assigned to a single user no matter who performed the action. For example lets imagine my organisation has 3 users: User A, User B, User
Customization of Classification
Good Day, Is is possible to customize the Classification? like I want to add "Inquiry". Thanks.
How long does a Help Center invite email last before it expires?
Hi Zoho, I can't find anything on this, how long does a Help Center invite email last before it expires? We have our system set to moderate and some of our clients are in different time zones. We moderate and accept these but it seems when they come online
Reporting on Tags
Is there a way to report on tags or is it just the two view that can be used?
Remote Invite email not being received.
I've had customers report they're not receiving the remote assist email invite when I send via the ticket. I've since tested by sending to my own email address and confirm nothing is being received. Invite emails are being received if sent directly via
Difference between ticket opened via ASAP and ticket opened via End User Portal
Hi, is there any field that allows me to distinguish tickets opened by a user via the End User Portal from those opened via the ASAP widget? Some field through which to do the advanced search or, if not available in advanced search, query the system via
Assets Management
need to add assets to each account and each asstes has a diffrent end date
Unable to verify my subdomain linked with zoho desk to google search console.
My subdomain support.foyr.com is pointing to zoho desk. I wanted to verify my subdomain on google search console. Steps below. https://support.google.com/webmasters/answer/9008080#google_analytics_verification As my subdomain is a CNAME record pointing
WhatsApp template category update: March '23
Effective April 1st, Meta will reduce the number of available WhatsApp template categories to three. Meta will start migration on March 27th, and all your existing template messages will be reviewed and re-categorized. NEW: Supported template categories
KB Reviewer making edits and changes
When an editor saves a kb article that has been edited, they have the choice to save as draft or send for review. When a reviewer edits a kb article (or at least in our setup) they can only publish. Is there way to make it so that the Reviewer can make
Agent duties re-assignation during his vacations
If an agent is sick or on Vacation how can I readdress his automatic duties assignation to another Agent?
Tickets assigned to teams arent showing as "assigned" or "owned" by those team members
I have a ticket assignment rule that assigns ticket to teams. When the team members checks their desk 'My Open Tickets' or do '/tickets' in Cliq, they can only see the tickets that are directly assigned to ONLY them. Deskbot seems to be notifying the
How to add categories to community
In my Community, I would like to add several Categories but I don't readily see how this is accomplished. Currently, I have one category in my community with several forums. But I would like to add more categories. Thanks.
Ticket Ageing Report & Dashboard
Dear Team, I am trying to create a Summary report and I want Ticket AGE to be present in drop down. With this Report i'll be able to create a Component in My Dashboard which will have Ticket Owner Name in X Axis and Ageing in the Y Axis with Count showing
Can you lock due date until after ticket creation?
Hi Support, Currently testing an updated & automated build of our ticketing system on a test department. So far everything we require to streamline workflow has been possible but there is one small thing that has been annoying us. After we have created
Is it possible to add buttons on email replies to internal team members?
Hello everyone, I am currently trying to set up some workflow rules to trigger when a ticket is created. I have noticed there is a button that can be added to email templates when sending email alerts from workflow rules, for example ${Cases.SUPPORT_PORTAL_BUTTON}.
how do I create a view in tasks "My & My Team Open Tasks"
Hi, I want to have a custom view which shows both my open tasks and my teams open tasks in one list. If you see attached I need to enter the name of the agent or team - but how do I do it for "myself" or "my teams"? Thanks
Custom View with placeholders
I want a view for my agents. The tickets are asigned to them or a their team is there a possibility for a custom view state is open AND (Ticket owner is $current user OR Team is $user teammember)
Knowledge Base article views
Within the KB, each article shows how many views the article has gotten, but I'm interested in which users have viewed a specific article. Because users have to register and sign-in to use the Support Site, I thought it would be possible to track the
How to integrate Helpdesk with Java App
Hello, My team is looking for helpdesk software in which users can seamlessly access from our current site. Since users are already logged in does Zendesk support Oauth? If so how is that login information housed? Can we integrate Zendesk with our current
Better Control over Team Ordering and Display
Two feature requests for Zoho Desk team drop downs: The ability to change the order of teams, currently it's not in alphabetical order, which is confusing. I'm thinking a manual ordering via number or drag and drop, alphabetical order, and creation order
How to allow client to filter the Zoho ticket status
Hi, Anyway we could add in the filter status for My Area under client view?
ZohoHCAsapReady is undefined
I am trying to use var viewArticle = ZohoHCAsapReady(function(){ ZohoHCAsap.kbArticles.view( { articleId : '305163000000109120' } ); }) But it says ZohoHCAsapReady is undefined. I am using this to import <script type="text/javascript" > window.ZohoHCAsap=window.ZohoHCAsap||function(a,b){ZohoHCAsap[a]=b;};(function(){var
Help Center e-mails (Invitation/Activation/Deactivation) e-mail templates
Hello, email templates for Invitation/Activation/Deactivation emails are not working consistently. Please have a look at this screenshot: As you can see, the upper part of the email has lateral spaces, while the lower part don't. How can I solve this?
Auto suggestion of articles in response email based on client email input
Zoho product development team have to include a feature to provide the suggested articles to a client based on his email . In Zendesk this option is available where it will auto send a list of 3-4 suggested articles based on the client mail . We can define
No Inbound Email Tickets
It appears that no inbound emails are being converted to tickets. We've sent test emails to our accounts and are still not receiving tickets for them! We are completely dead in the water right now. Please help!
Zoho Desk email channels not receiving any emails
Zoho Desk email channels are NOT working. status.zoho.com is showing that everything is operational. A call to support stated that there is an issue and that it should get resolved in 2 hours or so. 1) Zoho Status at status.zoho.com should be updated
Introducing independent categories, many-to-many mapping, and more in the community module
Hello all, We are super excited to announce some new enhancements in our community module. Zoho Desk's Community module is a support channel that provides people with a platform to collaborate and discuss topics of mutual interest. It serves as a better
Zoho Desk [ How client or user filter status]
Hi Zoho, How do we customise or add more filter status for client to filtered the ticket status in their view?
Agent Time Report
Hello, I am trying to get an agent Ticket Time Entry report to pay my contractors out. The issues I am running into: -The time on the report for Create Time (Time Entry) does not match the agent page time report. -My report does not include all the agent's
Can't Add Guest Users in ZohoDesk Contacts
Hi ZohoDesk Support, good day. Need your assistance since we can't add our Guest users in the Contacts. Sometimes it works, sometimes not. Kindly advise. Please see attached error when we try to manually add the user. Thank you.
Using Supervise Rule to Remind Agents
Can I use a supervisor rule alerts an agent every day at a specific time if they have not replied to a ticket within 48 hours? For example: Monday at 8am: Ticket Submitted Wednesday at 8am: Reminder sent to agent if they have not replied to ticket Thursday
Email replies from tickets are showing up as a single user in Zoho Desk
Hello, I have an issue (?) on my tickets, I have created a workflow rule that sends an automatic email reply to clients, when I do that, the workflow rule asks me to set up the email reply and it asks me which email address I want to use as a sender,
Zoho desk authtoken generation
i use express edition of zoho, i followed all the steps correctly to generate authtoken but it is giving me error 'invalid client", please give me any suggestions or solutions. Thank you.
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