Zoho Desk now lets you hit pause.
If there's one ticket property that takes precedence over the rest, it's ticket status. Everything your team does rides on whether a ticket is open or closed. A lot goes on when a ticket is open. Maybe you've passed it on to engineering and the turnaround will take a while. Or you haven't heard back from the customer in time. But there's no way to stop the clock from ticking and the ticket from going overdue while you wait. Well, now there is. Say hello to Zoho Desk's On Hold status, your new pause
Ask the Experts 2: A 5 hour online Q&A on advanced process automation
Welcome to Ask the expert 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.
Issue: Responses sent multiple times from Zoho Desk
Hi All Im afraid we are facing an issue with Desk where responses from Desk are being sent out multiple times. We have all hands on board and we are working on fixing this. I will be posting a follow up shortly as soon as this is fixed with the RCA. Appreciate your patience in the meantime. Regards Aarty
Duplicated tabs
Is anyone else seeing this issue today? All our tabs in the customer facing portal have been duplicated. I've put in a ticket but not getting a response yet.
Deny answering a ticket without mandatory fields filled
A lot of times agents forget to fill mandatory fields because it is possible to reply without filling them, making it mandatory to fill before being able to reply the ticket would solve it (And IMO it should work like that since the beginning).
How do I stop views from defaulting to last 30 days?
I'll set the view open tickets (as well as others) to show more than the last 30 days as well as more than 20 tickets and it will work for a while but then again and again defaults back to 30 days. We don't only use tickets for service issues that get resolved quickly and it can cause errors if employees don't see tickets. Besides, if a ticket is still open, why would you ever want to automatically filter them out of view just because they are older than a certain date? Lastly, if I create custom
How to import products from zoho CRM to Zoho support?
Kindly advise us for above requirement... Is it possible?
Shout Out To AWESOME Support Agent
Hi, I wanted to reach out and provide some feedback in regards to Venkat from Zoho Desk Team. Venkat is caring about his customers whom he interacts with. Venkat is always willing to help regardless of the situation. If he does not have a solution, He assures you that he will check into it and he definitely updates you within a reasonable time frame. I've expressed my feedback to the Desk Team Manager and also the Global Support Manager. I really wanted to post here so you all can hear the
Disallow agents to set themselves to offline
Hello, we are currently using Microsoft Dynamics CRM. We don't currently have an account set up with Zoho, but are leaning heavily towards purchasing Zoho Desk as a replacement to Dynamics. The main reason we are moving away from Dynamics is their constant updates keeps breaking our workflows. We plan to have 2 departments with 20-22 users total. We plan to use 2 emails addresses, forwarded to email aliases in Zoho and use workflow and round robin ticket assignment to assign tickets to agents. In
New Zoho Desk implementation here.
I'm looking over the guides and I can't seem to find what i'm looking for. We are school who is wanting to replace our old IT Ticket software. We demoed Zoho desk and it looked like what we wanted. But i'm struggling on how to add our teachers. The whole concept of customer/contacts seems odd. We use Active Directory and GSuite. I'm saw something about inviting the users but then it made us create another password. And there doesn't seem to be any control over the users. They seem to be treated like
Bad SSL Cert?
Customers trying to access our support site support.packetviper.com are getting a bad cert message. If they try to proceed they get a blank page.
page intouvable
Bonjour Quand je reçois par mail la notification comme quoi une requête m'est attribuée et quand je clique sue le lien j'arrive à une page d'erreur "page introuvable" Je pensais que celà venait de mon ordinateur et peut-être de mon webmail mais cela arrive à d'autres personnes : ci-joint 2 capture d'écran Merci et bonne année 2019
Desk: Custom Fields in E-Mail Templates
Hi, we have a Custom Field called "Anrede" (pick List for different salutations). how can i add this field as a placeholder in my E-Mail Templates or Snippet? I cannot find a way to find out the Name of this custom field e.g. ${Cases.Anrede} Thx Marc
Profile Picture Resizing
The platform (Mail, Desk) distorts the user profile's picture, and that picture is the one sent to customer using Zoho Desk, for example. Please make it respect proportions of the picture sent.
Journal Log
Bonjour Y a-t-il la possibilité d'avoir un journal des connexions à zoho : un fichier log en quelque sorte pour voir l'activité dans zoho pour notre structure ?? Cordialement Jacky
Customize Help Center
Hi guys, we would like to customize our Help Center with company branding. Therefore our UI/UX guys would like to change/add CSS files, but it seems not to work. How can we connect to: https://accounts.zoho.eu/accounts/signin?_sh=false&portal=30000740664&client_portal=true&servicename=ZohoSupport&serviceurl=https%3A%2F%2Fdesk.zoho.eu%2Fportal%2Frunmyprocess&service_language=en (non of our Zoho accounts work) We would like to edit the CSS on this page, but it's not working: https://css.zohostatic.eu/iam/m4007.38/accounts/css/signin.min.css
Zoho Desk Down?
Hello We're unable to work, getting error when trying to log into zoho desk Sorry, the page you have requested was not found Please check the URL for proper spelling and capitalization. If you're having trouble locating a destination on Zoho Desk, try visiting the Zoho Desk home page. ← Go to Home Page Please advise Any ETA on a fix?
Report is empty when attempting to print it
Hello! Recently bought a license and we're trying to print a weekly report of the "Overview" pane. The Overview pane itself shows fine, can see all the numbers and pretty graphs, but when I press print it opens a blank window like the attached picture. Tested this from multiple browsers/computers/agents. What could be the reason?
Close ticket for inactivity
Hello, I'd love to create a macro to close tickets if they are inactive for more 3 days, sending notify to customer and to operator. But I can't understand in which way I can set up a step for "inactivity"! Some suggest? Rino
Edit fields in ticket info & two signatures (2 questions)
Hi forum, I have two questions. 1. I would like to have to ability to change the 'channel' field while using ticket-peek, how can I determine which fields appear there? I was able to add a new field, but I'm unable to see a way to add channel. We need this, for example, for when a customer sends us an email and we need to convert it into a phone call and call the customer. Attached is a picture showing what I'm talking about 2. Can I have two different signatures and then switch between them while
Enable SAML-based authentication
I Want to enable SAML based authentication for view ticket in mobile app .
Status For Customer Profiles
Hello, As a Zoho Desk user, Some of my customers have requested to have their profiles closed or deactivated. Even tho deactivating a user profile is possible, within my company I do not delete user profiles because of ticket logging and also for tracking purposes later on. You can manually add a field so your agents on the team know that the users profile is "closed". Just go to Settings > Fields & Layouts > Select the department in question > Add a custom field & name is "Profile Status"
Zoho Desk Community Digest - December 2018
Top Product Announcements Introducing the onholdTime Parameter to Support the New On Hold Status. Zoho Desk now lets you hit pause. With Zoho Desk, now take the solution to your customers. Ask the Expert Session Ask the Experts 2: Advanced process automation Here's wishing you a successful year ahead!
Implement keywords lookup from API
Hello We used API to implement search engines on KBs that we made in zoho. Is there any way to implement the 'failed keywords' section of the KB so we can see which failed keywords we have by the API search? I'm talking about the attached image. Thanks!
Create a Bug (ZProject) using Custom Function and Blueprint
Hi there guys, I'm wondering if any of you have tried and got this working I need to create a BUG on Zoho Project/BugTracker when certain criteria is met on Zoho Desk (using Blueprint) but I don't know how to do it since I'm quite new at coding with Deluge. Can anyone help me out with this one to have some starting point at this :)? Kind Regards
How to add Radio Button in Zoho Desk ?
I have a web pages which consists Radio Button and various different HTML controls. We are taking the inputs from these fields. After getting these data I want to send back to the Zoho Desk. But Zoho Desk has limited set of controls like (Single-Line, Multi-Line etc) But my input requires Radio Button and various different elements. How can I create custom web forms in Zoho Desk?
Status that stop SLA clock
In my Help Desk, we spend lots of time waiting on customer reply and currently I cant stop the SLA, which means tickets overdue waiting on customer. I have created a new status as Waiting on Customer (status closed), but it notifies customer that the ticket is closed. Is there any way of having this clock feature ? If not, can Zoho look at it for future versions ? Thanks, Vanessa vanessa.larney@innovative-edge.co.uk
ZoHo CRM not showing ZoHo Desk Tickets
We have recently added ZoHo Desk and have mapped all fields and configured 2-way integration with Leads, Contacts and Accounts. There is now a ZoHo Desk section showing in ZoHo CRM for these modules, but they never show any ticket activity from ZoHo Desk. What other setting could be preventing the CRM from showing related ZoHo Desk tickets? Kevin Tanner
Not being able to assign a "TEAM" to a Closed status used Blueprint transition
Hi there guys, as the title implies we're having some issues with certain actions triggered with our Blueprints given that when we make that a certain transition triggers a UPDATE FIELD on the Assignee/Ticket Owner on Desk to a TEAM and that status corresponds to a CLOSED status-type it stays as "Unnasigned" and is not being assigned to a Team properly. Please do let us know if this is intended or it's due to a bug or how to fix it. Kind Regards. Christian
Major Status/Viewing Bug
Steps to reproduce: 1. Go to setup and rename a status that is in use and assigned to a number of tickets. As an example, rename "Waiting for Response" to "Waiting for Client Response". 2. Bug Example 1: Now go classic or compact view and select "Open Tickets". Every ticket that had the status "waiting for client response" will have completely disappeared. 3. Bug Example 2: Now go to Kanban Status mode. In this mode you would think the tickets with the old status of "waiting for response" would at
certificate error
Certificate Error SO Stephen Oles Discussion 10 months ago I recently added a support subdomain to my site using Domain Mapping which links to https://desk.cs.zohohost.com and now the link is not secure and throws a certificate error. How do I ensure me and my clients are using https? desk.cs.zohohost.com
Introducing the onholdTime Parameter to Support the New On Hold Status
One of the recent powerful additions to the Zoho Desk feature set is the built-in ticket status called On Hold. This status will be of help to agents when they await a response from the customer or require the assistance of another stakeholder to resolve a ticket. When the status of a ticket is changed to On Hold, the timer is paused, thereby making sure that SLAs are not violated unreasonably. Keep in mind that the status of a ticket cannot go from Closed to On Hold. Similarly, Response Due and
Zoho Desk clients, do you track SLAs using standard tools?
Hi community, I was planning to track SLAs to better serve our customers and set up this functionnality. But it turned out that we cannot rely on it as time counts in Pending status (when we wait for a client reply) and it shows wrong timings. So we cannot define a rule or renumerate agents based on the SLA. The only way is to visually verify it which does not alllow to make a system approach. How do you use it?
Ticket Bundling with Use Case and Suggestions
I know there are plans to allow bundles of tickets to be tied together, though I cannot find the thread about it. Can zoho tell us if this is coming any time soon? Here is our use case and desired feature list: 1. We use tickets to track a lot of issues as we are closing out projects (as well as doing annual maintenance support on large sites) so it's not uncommon to have 10 or more tickets for the same account. This really starts to fill up the department board, and when looking at a ticket you
Bulk Creation of Users with Passwords
We are migrating from another CRM system. Is there any way to do the creation of a large number of users from our other system including the passwords, even if we just assigned a random password created after the export of the data from the other system? Second, is there a way to reset a support user's password or even create their account for them and assign a password? We could them just email them the account information and they could change the password there. In our current system we have
Filling in the Survey field by using the "$Resolution" tag
Hello, Glad to be here! I hope you can help me with this question. Is it possible to display an issue's resolution in the Survey field by using the "$Resolution" tag? Currently I get simply "$Resolution" as a text in the field, instead of the actual resolution text. Version 9.3 Build 9332 Could you please help me with the issue? Best Regards, Dmitrii
Mobile version site
Please help!If a ticket is created in Service Desk, the requester receives a notification email with a link to the ticket. In this case the requester is a technician with a SD license assigned to him. Having followed the link from the notification email using an iPhone (6s or X, both with the latest system versions), such users can’t log into the system via the Safari browser. However the same iPhone does successfully log into the same user account via Google Chrome. The devices are connected to
Fusion requete
Bonjour Quand je veux fusionner 2 requetes j'ai le message d'erreur : "impossible de traiter votre demande" J'en profite pour vous demander comment faire pour contacter la hotline de Zoho (je débute !!) Cordialement
Zoho Desk Feedback widget is not working
Looks like problem with Zoho Desk Feedback widget continues. Right now now Feedback widget JS call is failing. Due to that, widget is not opening at all. I hope it won't take a week, like last time. Check the screenshot.
issue in forwarding the mail
sir i have the issue in forwarding the support mail .while forwarding the mail their is an error message is showing the message is " Aw, Snap! Your response for the ticket #726 could not be sent since the authentication failed for the SMTP server."
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