With Zoho Desk, now take the solution to your customers.
When your customers have a question, they have to leave your app or website, go in search of an answer, and maybe even contact your customer service team. You lose out on significant time that they could've spent on your app instead of scouring your help center or writing to customer support. What if you could give them all these options right in your app? ASAP for Zoho Desk ensures that your customers never have to leave your app in search of help. ASAP helps businesses go mobile-first, by bringing
Workflows Question
Hello, Glad to be here! I hope you can help me with this question. Is it possible to create workflows that they modify fields in accounts when modify fields in tickets? As products, operation status, contracts or a numeric valor? The idea is that the agents don't have to go to accounts module to modify/update this information. Thank you in advanced. Mario
state change rule
Dear,
I have a rule called: Switch to: Closed waiting for client response.
Which has a series of conditions. One of them implies changing after a certain time (45 HH) from one state to another. State1: Waiting for Update to State 2: Closed pending customer response. (Image 1)
I changed the status of many tickets on December 4 at 11:21 am so today December 11 at 11:21 should have changed.
The problem is that he did not. Attach example evidence for ticket # 4262. (Image 3)
Deputy working hours
I can not edit client portal
Dear,
Help I can not edit the fields so that my clients do not see some options.
I need you not to see the "Comment" option from your portal. (Ver imagen 1) I can not edit anything (Ver imagen 2 and 3)
Can I get a list of failed searches that our users may be making on our Zoho Desk Search?
Hi there, Looking to check if there is way that we can get a list of searches that our users made on our knowledgebase that we have hosted on Zoho Desk? This enables to know what our users are searching for vs what we may not have articles or FAQs around. Kindly let me know. Thanks.
Forwarding a Google G Suite Group email with domain email routing
Hi! I tried to forward or redirect our support email, that is a G Suite group email, to Zoho. However the instructions at help.zoho.com/portal/kb/articles/forwarding-your-support-emails-to-zoho-desk seems to be wrong, they didn't work and after some investigations I got another solution working, see below. Could you confirm that my working solution is ok from your point of view and not break anything in Zoho? My working solution: As Single recipient use our own support email, i.e. support@mydomain.com
Ticket Comment Formatting problem
Yesterday or possibly the day before I started noticing that when I add comments to tickets Zoho adds line breaks. I try the Clear Formatting button and save my ticket but the line breaks remain. I have to go edit my comment again, clear formatting and look for weird added line breaks to manually remove. This didn't happen prior to a day or two ago. Can someone please comment? Thanks OS: Win 10 Browser: Chrome 70 Edit to add more info: paste some data in a comment > ctrl + a > clear formatting >
rotative turn
Dear,
Can more than 50 records be assigned for the rotating shift? (Imagen 1)
Scrollbar for user created Dashboards
Hi, I've only now started exploring the Dashboards in Zoho Desk and what I noticed is that there's no scrollbar if the data presented reaches the display box limit, so there's no way to see everything. I hope you can consider adding a scrollbar (vertical and horizontal) for the users. Thank you. Jordanne
Day Passes For Temporary Agents
Hi Desk Team, As a growing business, With my company I want to be able to add temporary agents. What I mean by a temporary agent is for example, If I am out of the office for business travel or meetings, Someone else on my team can take over and answer requests for a couple hours or day(s). Other products such as Freshdesk have this feature, I think it would beneficial in Desk as well. Looking forward to seeing this in the near future
Not receiving helpdesk notifications through outlook
Hi there, I have notifications enabled through my Zoho Desk settings, but I don't receive notifications through email (outlook). I compared them to my colleague's settings that are the same. Is there any recommendation you can give, is this a known problem? Thanks for your help
Text strings in replies get separated
We had this problem since a long time but we couldn't exactly find out that it was caused by the system instead we thought that it was caused by the oversight of our agents. We started to suspect about it being caused by the system recently. Please inspect the attached images. The string "entire" in the text seems to be normal when editing it but when the agent saves it as a draft it becomes separated as "entir e". This problem doesn't happen all the time and when it happens it does surface only
'Unable to process request' error message
When trying to change other Agents 'department' accessibility, it does not work:
Speed Up Interface
Is it possible for you guys to include an option that users could toggle on and off that would enable a stripped down interface? It is soooooo slow because there is so much complexity and a ton of CSS. I would love to strip out the animations between page loads and departments, take out the drop shadows everywhere, take off the animation to open the fly out menus on tickets, remove the animation on the settings pane. All of this stuff just makes the interface feel slow and pokey and it does not need
API Ticket Creation Failing
Hey there, i'm currently building a tool to create tickets programmatically in PHP. The OAuth part is working fine, also requesting the orgId and refresh the token via refreshToken. So, the authorization should work. When createing a ticket, i always get an {"message":"Error while processing your request"} Even using just the basic requirements (...with correct IDs ;) ) curl -X POST https://desk.zoho.com/api/v1/tickets \ -H "orgId:XXXX" \ -H "Authorization:Zoho-oauthtoken 1000.XXXX.XXXX"\
Notifications for agents in rotation
Hi, we have agents making support in a rotation schedule. The tickets are assigned to an agent associated to a team. if a customer replies the assigned agent receives a notification, but the initially assigned agent is probably not on duty. How can we notify all agents of a specific team, even if the ticket is not assigned to a team but an agent? Example: Mo: Agent A is on duty and takes ticket 1 Tue: Agent B is on duty, customer replies to ticket 1 -> Agent A is notified, but Agent B should be notified
issue after integrating ASAP feature when application is open then it will display warning dialog that shows message Incompatible android OS
When application is open then it will display warning dialog that shows message Incompatible version of the android OS and may behave unexpectadly.
Integration of custom fields between modules.
Integration of custom fields between modules in Desk would be great. i.e. A custom field created in the Accounts module can be viewed in the Ticket module. Currently, this only seems possible via custom functions.
Certain User not receiving TEAM NOTIFICATIONS
Hi there guys, We're dealing with an issue regarding a certain issue on our end specifically with Natalia Labrin --> nlabrin@innovasoft.cl since she's not being notified through mail when she's the owner of a Ticket or part of the Team assigned to that ticket. Some time ago we had a similar issue with Zoho Sites since Natalia was the one that used the "TRIAL" period with you guys and after that we subscribed to your services (Zoho One), at that time she couldn't be assigned to Zoho Sites as an user
Auto mail is not send
Hello, I am using the system via Support Portal. When the customer opens a ticket, automatic mail is not going. It only goes when you answer through the system. What is the problem. My English is very bad. I used Google translate. Sorry :)
Not being able to visualize CONVERSATIONS/THREADS on a Certain ticket
Hi there guys, as the title implies we're having certain issues with a particular TICKET on our end (#5046) We cannot visualize the conversation regarding that ticket anywhere, could you please give us a hand with that? Thanks for your help. Kind Regards
urgent problem with email notifications
Dear,
I need your help urgently, since I have activated the team and agent notifications (image1), but the emails do not arrive when the client responds. This is extremely serious for us since we are not delivering an answer to our clients.
Please your immediate help.
Changing Department should not take me out of whatever Account I am currently in
Currently if I am in a particular department and viewing an Account or Contact, I can only see tickets that are from that department. This is all fine and good, but when I want to see tickets from another department, or ALL departments, when I switch the department, I am taken out of the Account/Contact. This is very frustrating and makes for extra unnecessary clicks. I then have to search again for the Account/Contact within the new department. I think you should stay within the Account/Contact
No email sent when updating multiple tickets in Desk
Hi Guys + Girls, I will try to explain our situation in short. We work with sprints/releases every 2 weeks. When a customers problem is solved, we want to notify them. In the product we use now, an email is triggered when a Jira issue is released. We set a date, and have a time based response trigger an email in our current program. We have the Jira integration working now with Desk, but it might not provide the options to cover our needs. We almost got a workaround, but it failed on the last part:
I can't see the images
Hello everybody I have an issue when i send a image on the email because my customer can´t see the imagens. (this email is sent from Zoho Desk) is there some way to solve this? as look it below..
Starred Views - limited to 10?
Looks like there is a limit of 10 Starred Views, wondering if that can be increased to like 20? We create a lot of custom views and 10 starred views is very limiting. thank you
Calculating the total "unassigned" duration of a ticket according to business hours
We do get these weird values when looking at the "Ticket Status Dashboard" and we think that the cause of these high values is the fact that some tickets are being received out of the business hours. Is it possible to only include the business hours when calculating the total duration for this item?
Template for Ticket Answer set as default?
Hi there. we create our own Template with Header and Placeholders. Is it possible to setup a template as default, when we answer on a ticket? everytime when we answer on a ticket, we need to open first the templates and choose the right one and then we can type. because when we type directly its sending the answer without template of course and only blank text. Only the public comment works with blank text - then the template for the public comment works (if notification is active for the contact).
snippet is crazy :(
Hi :) Snippet is populate the field, but always with name of ticket before... Example: First ticket response: customer: Jhon (Cases.first name): Jhon OK Second ticket response: customer: Mary Cases.first name: Jhon Wrong Third ticket response: customer: Carlos Cases.first name: Mary Wrong
hide field options "Status"
They can be configured as options of the field called "Status". That is to say that the profile "Agents", only show some options of all existing ones?
Webinar 1: Blueprint for Customer Service
With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing
Zoho Desk Marketplace submission
HI Zoho Desk team, I would like to make available the Bybrand integration with Zoho Desk, visible in the Marketplace in "https://marketplace.zoho.com/desk". But I have not found an easy or automatical way to send the submission. Well, I read in the https://www.zoho.com/desk/extensions/guide/#introduction The integration does not depend on extensions, it updates the signatures via Zoho Desk API (very good api). Bybrand connects to Zoho Desk via OAuth2. Load the all agents of support and after update
Zoho Desk Community Digest - November 2018
We had a big release earlier this month as a part of the Zoho CRM Plus Unified Customer Experience Platform! This unified platform is designed to connect your sales, marketing, sales, and customer support operations, more deeply, and allow information to flow from one operation to another across the entire customer lifecycle. Here's a sneak-peek to the latest addition to Zoho Desk as a part of this release: Artificial Intelligence – Zia Service Process Automation – Blueprint Mobile Apps For Supervisors
Reply To Address Defaults to the Alert Address
Hello, I am using Zoho Desk, and when someone hits 'Reply All' on a ticket, the default email address is going to the Alert Address. This makes it difficult for customers trying to reach out to us. Is there a way to set the default email address to those involved when pressing 'Reply All' ? Please comment if this is not clear enough, and I will do my best to clarify
ASAP API - Configure To Open in Add Ticket Tab
Hello, I am integrating Zoho Desk into our web based application and have successfully included the ASAP Web Add On to our application. I would like to know how do I configure it so that when I click on ASAP icon it opens to the Tickets tab? Thanks, Paul.
Managing several brands in Zohodesk
Hello, I noticed that Zohodesk allows to manage several brands from a single account and was wondering if it is possible to have different homepages for them (so they can have different articles in their KB) or they will have to share the same one.
Is it possible to obtain the reports of some existent dashboards?
We want to obtain the reports of our FCRR (First Contact Resolution Rate), ART (Average Reply Time), AFRT (Average First Response Time) etc to be able to present them as KPIs to our management. Some of these KPIs are possible to be recreated on the Reports module but some of them such as FCRR are not possible to be created with Desk's reporting functions. They already exist on the "Tıme based Dashboards". Is it possible for you to present those dashboard parts as (maybe uncustomizable) ready-made
Adopting OAuth2 Tokens for Authentication
To strengthen the security of user data in Zoho Desk APIs, we have decided to move on from auth tokens to OAuth2 tokens. The reasons for this move are as follows: 1. Stronger Data Security To enable data access to third-party apps in the previous authentication model, users had to trust the apps with their auth token, which had permanent validity. There was always a possibility of the app being malicious or unsecured. To revoke access, the user had to delete the auth token and generate a new one.
Spotlight 1: How can Blueprint help you manage your service processes?
When your software doesn't accurately capture a process that your business follows offline, the flow of your work can become inconsistent. Blueprint in Zoho Desk helps you solve that. It allows users to create a flow based on pre-defined processes or even customize processes based on individual needs. Blueprint help you streamline service teams' approach and minimize the risk of bottlenecks. Everything follows your requirements, and scaling a process between teams is just a click away. Let's take
Profile picture unable to be seen by other colleague.
Hi, As per title, I'm having problem where my profile pic doesn't show from other colleague account. However, when I uploaded the pic from zoho web, it is showed in my phone apps. Still, other colleagues cant see my profile pic. Please help. Thanks, Fikri
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