TextNow Integration
Would love to see Zoho have an integration with TextNow to place calls and texts to customers within Desk. Right now I am having to use an external desktop application and It would be nice to stay within the Desk platform. TextNow offers great pricing and I feel other Zoho users plus myself would benefit from this
Chat shows "Leave a Message" in portal even if our agents are online
When our agents log in it usually takes a while for the system to accept that they are online. We click the user photo, click on the chat status, select online and then often wait several minutes. In any case, once the agents chat-status changes to "online" we would expect the visitors to our help center/portal to see a chat option. However all they see is "Leave a Message" at the bottom right of the screen. Do we have to do something else to enable chat for our portal? Many thanks in advance
A few problems in Books integration with Desk
1. If I change the item name on the invoice, it no longer associates the invoice with the ticket. 2. If I change the item name to an existing item, it does NOT honor the price list. 3. I feel that time should be billed in quantity, not in dollar amount. For example, if it is 15 minutes at $100/hr in the ticket, it should show a quantity of 0.25 at a price of 100.00.
Missing Attachments in ZohoDesk
Yesterday we received an email with 10 attachments (5 pdf and 5 eml), but when we looked at it in ZohoDesk, we only see 5 attachments (only the 5 eml). Note: Our tickets in ZohoDesk are from our Gmail box. We checked in Gmail and it showed us all the 10 attachments. A support ticket was sent yesterday and still awaiting response. This is a critical issue for us. Please assist asap.
Custom Acknowledgement Email
Hi, I want to create a custom email templates when a user creates a ticket and on a closure of tickets, Customer should be notifies or acknowledged. Can you please explain it to me I am using enterprise version of zoho helpdesk. Thanks
how can we configure which fields show in "case view"
Hi, When I've opened a ticket I want to be able to see all the critical fields in the "Ticket Properties" area (see attached). How do I configure which fields show in this view? Thanks
changing ticket template
Hi, When we have tickets coming in via email we haven't categorized them yet so we want to be able to set the ticket template AFTER it's been created (and assigned to an agent). How do I achieve this? Thanks
is there a way to see all "draft conversations" across all tickets you have access to?
Hi, I would like to have a view where I can see a list of all "drafts" that I haven't sent for tickets?
disallow contact add - must be done via Zoho CRM
Hi, We would like to only allow contacts to be chosen that exist in Zoho CRM (we have Desk hooked up to Zoho CRM). How do we do that? We find agents still add contacts by mistake and it creates a master data nightmare. Thanks
how do I sort the list of tickets?
Hi, If you see in the attached compact view - I would like to sort the tickets based on criteria. How can I do that? Thanks
default department selection
Hi, How do we make the default department selected on the top right of Zoho Desk always default to "All Departments"? We have lots of members who belong to different departments and for some reason Zoho desk reverts back to one of the departments and then agents miss lots of tickets. Thanks
Can´t visualize the column of time spent in Zoho Desk Reports
Before the modifications in zoho desk, I could visualize the column of time spent in the area of the reports. Now I can't generate a new report that shows the total time spent on each ticket. I attach one of my reports
Get an api token without expiration date
Hi Zoho Support, Is that possible to get a API token without expiration date? Regards, JCN
Is it possible to reply ticket via email on same ticket id not create new ticket id?
I try to create ticket submit on my web site by zoho desk "Advanced Web Form". When customer submit ticket (e.g. Ticket id #001), I login to zoho desk and move ticket to department (e.g. move ticket to hardware department). When sfatt from hardware department reply ticket from zoho desk system it send email reply to customer. When customer reply ticket (id #001) via email it alway create new ticket id #102 if customer reply via email again it alway create new ticket id #103. Is it possible to reply
Help me please! urgent
I have an end user that he cannot access because he gets a message that the user doesn't exist, however i have already added. Could you help me?
Refreshing Dashboards
We want to add a Large TV/Monitor to our support room that has a Dashboard with ticket data, analysis, etc. We want this to refresh so that the data is current. Has anyone successfully implemented this style of Dashboard using Zoho or with another 3rd Party Dashboard app that integrated with Desk? Any help or suggentions would be greatly aprreciated.
Time based phone routing
Hey guys, Is it possible to route calls that come from a Twillio phone number depending on time? At the moment it only gives us the ability to present an out of office message, but we need to support our customers 24/7, even when our office is closed. We have a reception service to answer calls after hours, is there a way to automatically route to this service, based on time or no active agents?
Spacing issue
Dear support team, Kindly refer to attached GIF. The issue occurred during replying ticket to clients. Kindly advice accordingly. Thank you. Best Regards, Tsang
Can't add user to a department
I'm getting an error saying "The number of agents allowed by your license has been exceeded. Please upgrade your subscription and try again" when I try to add a user to a department. This error is being displayed on all of our departments. I can delete a user from a department but can't add them back to the department. We are already on the Enterprise plan.
Workflow or Macro with field updates to Account Name
Looks like when doing field updates with Macros and Workflow, the field Account Name is not available. Is this by design? The reason why I would like to use this is that our email subject starts with a client code, and I would like to setup and workflow to automatically assign an Account Name to the ticket based on the client code in the subject. Any advice on how to accomplish this?
How to remove the Spam filter
Hi, good afternoon, How can I remove Spam Filter of Zoho, sometimes few tickets go there but they aren't spam. Thanks!
Possible Report: Tickets with No Task?
Our tech department is great at making tickets, and great at solving issues....but we fall short of customer expectations because what is driving workflow right now is "What is on fire!?" And so the issues all wait until they are 'on fire' before they get attention, its turned into our queue order. I would LOVE report where IF the stage of the ticket is <xxxxx> (i.e. open, pending...whatever) AND there is no task....show the ticket. There should never be an open/active ticket with no activity.
Limiting customer access
Is there a way to prevent a customer from viewing products and solutions that are not assigned to them? Thanks
Time Tracking / Billable Hours show $USD
When an Agent enters a Time Entry which is marked as billable, the entry is in $USD - how can I switch this to show £GBP? The $USD also shows on the report for billable hours so would also like this to show £GBP Many Thanks Liam
Zoho Desk Domain Mapping
Hi I have tried adding in our own domain via the domain mapping and it seems to have gone through correctly but now i can't access Zoho Desk as the domain isn't recognized. Can you either delete the relationship as i'm certain one of my team has deleted the CNAME entry on our hosted provider.
Can we block support requests from unknown contacts ?
Hey Folks, Am receiving few tickets from unknown contacts (apart from my customers). Looking for a way to block these spam tickets and allow my customers only to create a support ticket. PS: figured out via web looking recommendations while receiving tickets via email. Thanks in advance Avinash :-)
Please integrate Stella Connect with Zoho Desk Happiness Module
PLEASE integrate Stella Connect (http://stellaconnect.io/) with Zoho Desk Happiness module. Leaderboards, suggested gifting, coaching, etc would be VALUABLE for agents. This solution is currently integrated with Desk, ZenDesk and Freshdesk. Thank you!
Emails not updating for Help Centre logins
I've changed an email from an end user in the contacts section eg: oldTest@hotmail.com removed for user TestAccount new email for testAccount is NewTest@hotmail.com TestAccount though can still log into Zoho Help Centre using oldTest@hotmail.com even though this email is no longer associated with them. When I do a search in Zoho desk contacts for oldTest@hotmail.com, it says no contacts exist with this email. testAccount can also not log into Help Centre using newTest@hotmail.com even though this
Is it possible to trigger changes in Zoho CRM from within a DESK ticket?
Could it be possible (via workflow, blueprint, ...) to trigger some things to change or to be created in Zoho CRM?
Custom Views are gone
I had created a bunch of custom views and now they are all magically gone. Only one of the 10+ that I made shows up under "Archived Views" so what the heck happened here. I didn't delete any of my custom views....
Department Creation Error
Hi, We can't create a new department on our account. The basic department name, agent association etc screen is displayed when I press the "New Department" button on the "Departments" screen. I press the "Configure Channels" button after entering the required data in this screen and then the system directly displays an error reporting page labelled as "Sorry for the inconvenience". We did plan to start a new department in Desk for our logistics department but we are stuck because of this problem.
Cancel approval or change approver
Hi, we are working with Zoho Desk tickets approvals. Recently we had a situation with a ticket where one agent was asked for approval. But this agent was wrong and we hadn't be able to change it or cancel the approval. We can find no way to do that. But, is there any way to do it with workflows or any other Zoho Desk feature? We have a workaround using a bluprint transition to get out of the approval state and ask for another approval. But would be better if we can cancel an approval request or reasign
Finding the Occurrence(s) of a Search Term in a Ticket
Hello, I know how to search all of our tickets for a term and get back a list of the tickets containing that term. Next I want to find the term in each of the tickets ion the list I can navigate to each ticket, but usually most of the content is collapsed. How can I find my search term in a ticket that I know contains it? Thanks. -Dan
Template Answers
Hi, our template answers have disappeared unexpectedly. We only have the default template showing when we want to answer a ticket. How could we recover our own templates ? Thank a lot for your help
Any way around the lack of new ticket notification?
Has anyone has found a workaround to address the lack of notifications for a new ticket in the free version? I'm not ready to upgrade yet, but the free version doesn't include automation, which is the only way to get notifications when new tickets come in. This one missing feature makes the free version pretty much useless since I can't be logging in every hour to see if a new support request is waiting for me. I can't imagine anyone else would either. I'm thinking maybe there's another way around
Unable to assign new agents to call routing
I am unable to assign new agents to call routing that I have setup. Agent that I want to add has same permissions as every other agent.
disable SPAM Filter
Hello there, We seem to be having a similar issue related in the following topic https://help.zoho.com/portal/en/community/topic/spam-tickets-29-8-2016 We have noticed that a number of emails from different customers are coming through and this is creating Spam tickets rather than standard tickets in Zoho Support. We already have a spam filter at our mail server level, could you switched off the spam filter Regards, Das
Bullets under email
Dear Support, Greetings! Referring to the title above, whenever I use the bullets feature under the email. It will automatically change my front style and size. Kindly advice accordingly. Thank you. Best Regards, Tsang.
Dashboard Metrics Don't Match What Is In Ticket List
The overview tab of the reports section list the current number of Open, Overdue and unassigned tickets. However, the number of open tickets reported doesn't match the total count in the "open tickets" list. Also the number of "overdue" tickets listed in the dashboard doesn't match the number of total tickets in the "overdue list". I understand that the dashboard is displaying over a certain historical timeframe, but even filtering the report to just today the metrics still don't match. How is
Creating Help Center sub-categories
Does anyone know how to create sub-categories in the Help Center? In the manual it states - To create a new section, do the following: In the Help Center home page, hover your mouse over a Category <Name> located on the left pane. Click the Gear icon and then click the Plus sign. Provide a name for the new section and click Save. You can click the Pen icon to rename the section if required.However, when I 'hover' over a Category, there is no Gear icon.????
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