Creating ticket views based on other table/layout fields
Our global sales managers want to view the tickets based on their sales regions such as Europe, MEA etc. I've thought that creating a new field on the account layout for the regions was the solution to create those views but later on found out that each functional section (Tickets, Contacts, Accounts etc) has its own data table setup and they aren't linked together. You normally market your products as having connected data structures such as in Creator. Take a look in the attached video file from
How do I turn off the ability for customers to add a Public Comment?
I for one do not use this feature at all. i have a select few customers that use the Portal to add to their ticket, and every once in a while, they post a reply to a ticket as a Comment. When a comment is posted, I get a push notification on my phone but I do not get an email. The comment is lost for me because of that. I wish to completely disable this feature, even for me. I just don't use it. Is there a way to at least disable it for customers??
How to get all the accounts?
I'm new here. and i want to know how can i get all the accounts and contacts listed. basically i have to create a contact if there is no contact for a particular account, I have to create a contact using accountid. so, I am doing is simple. get each account_Id of all the accounts. check in contacts_id. that it exists or not. if not create a new contact using account_id create a token using account-_id and contact_id So, how should I get all the account ids that were created so far in zoho?
Create Multiple Contacts at Once?
Hello! My name is Joshua Evans, posting from our API management account Is it possible to create more than one contact with a single API request? I understand that the API limits have not been implemented quite yet, but it would still be nice to save on request time and batch create these contacts Thanks!
Workflow or Supervise Alerts based on Custom Date Field
I have two custom fields that indicate shipping windows for items being returned to clients inside an SLA. I want to create an alert (email) to a supervisor on the day of the these dates. It doesn't look like we can do this with Workflow but perhaps with Supervise however when I select the custom field in the criteria, I get a calendar control to set the value unlike if I select Due Date where I can execute off CurrentTime. Is there a work around or better solution?
Cleaning up your non-migrated live chat portals
In light of our previous announcements about migrating your live chat from Zoho Desk to SalesIQ, we have an update for all those who have not yet migrated to the latest version. We will be cleaning up all existing chat portals as on 1st June 2019. This is the last opportunity for you to migrate, so we urge you to do so at the earliest. If you do not migrate before June 1st, your old chat settings will be lost. To reactivate your live chat, you will need to integrate with SalesIQ and create a fresh
The contact card owner is being displayed as another user
Some of our contact cards which were created by a user who did quit his job are still being displayed as being owned by him even when we edit these cards and change the owner manually. When we enter the editing screen then we see that the owner is an active agent but the deactivated agent is still being displayed on the contact card itself.
cant add a new user
Dear Support Engineer, We added a new user, but he already accessed desk before we add his user. so when we add a new user and input his mail address into, the message " already this e-mail was signed up" and we couldn't add the user. What should we do? Could you please let us know the way to fix this issue? Best Regards, Etsuko Shirotani
Upgrade to the new SalesIQ live chat
We're happy to inform you that the new and improved chat solution for Zoho Desk, is now live! Powered by Zoho SalesIQ, this update runs both ways and lets you get the most out of live chat and insights, without leaving your helpdesk. If you're a CRM Plus or Zoho One user, here's a step by step guide to get you started. Follow this path within your Zoho Desk portal to enable live chat migration to SalesIQ: Setup --> Chat ---> Instant Support made easy. Clicking on the 'Try Now' option on the banner
Not Able to Login to Zoho Desk
I am not able to login to Zoho Desk after domain mapping for a site. Neither www.support.servicefolder.com is opening nor Zoho Desk page.
Zoho desk domain mapping not working
I have done the domain mapping for www.servicefolder.com and mapped to support.servicefolder.com See the screenshot above for your reference. Even after verified domain name, link is not opening and show This site can't be reached, see the screenshot for your reference. Please suggest me what to do.
Set Default Department In Help Center - Or Hide A Dept From Help Center
Hello, Our company has two departments. Departmetnt 1 is our main tech support dept and is highly used, while Department 2 is for more specialized purposes. In our help center, Department 2 shows up as the default department, so users often do not send tickets to the correct department and this causes problems for us. I assume this is because dept 2 is alphabetically before dept 1. Is there a way to set Department 1 as the default in our help center OR can I simply make it so that dept 2 does
Tickets which are being carbon copied (cc) between departments are being created twice on the receiving department
This problem has started to occur recently (this week) and we have only seen it on 2 occasions. When we reply to our customers we do sometimes keep our after sales department in cc to inform them of part shipments. 2 of these cc'ed tickets have been created twice on their list. We did delete both of the copies but I guess that I can take them back from the trash for you to investigate this issue.
Custom Email Responses by Account- Zoho Desk
Hello, Is there a way to create customised auto-response emails to clients when they submit a ticket which are different based on which account the ticket comes from? We have a few different tiers of response time based on the package an account might have and we would like the auto-replies to factor this in and inform the client of when they can expect a response. So, one email might state a next business day response and another might say a 48 hour response. Thanks Emily
Custom "Closed Ticket" Notifications for Different Statuses
I have a client with multiple ticket statuses that would like to customize the "Ticket Closed" notification for each status: e.g. If Ticket A is in Status A and is closed, send Notification A. If Ticket A is in Status B and is closed, send Notification B. I'm accomplishing this by turning off the "Closing a Ticket" Contact Notification in the "Notify" tab and creating multiple workflow rules for each status. Will that break anything?
Zoho Desk automatic assignment rules only at selected businnes hours
Hello, Is it possible in Zoho Desk to set automatic assignment rules only at selected business hours (only between 8:00 am and 4:00 pm the system would assign tickets to designated agents). After 4:00 PM all tickets will be unassigned.
Melange de requêtes
Bonjour J'ai 2 requêtes 65760 au nom de m Barateau et une autre 60744 au nom de M Barreau : or dans cette requête (celle de M Barreau) j'ai des éléments concernant M Barateau !!! D'ou ma question : y a-t-il possibilité de prendre certaines conversations de M Barateau qui se trouvent dans la requête 60744 pour les mettre dans la requête de M Barateau (requête 65760) Cordialement M Morales Pastor Jacky
Auto Response to users when create a ticket manually
We want to send email to users when we create a ticket manually. We do not want to send email for all manually created tickets but only the selected one's. Please suggest the workflow for it.
Have an event calendar in a Desk community forum or in KB
I'd like to be able to announce bi-weekly online live support sessions to my users. Is there way to integrate an event calendar into a desk community or knowledgebase? I'd like it to - enable people to find the session they want to attend, register for the session, get a confirmation email & a reminder email and a simple survey about their needs, and to track that they registered in CRM. Is any of that possible?
Web form confirm email field
Is there a way to have a "Confirm Email Address" field that has to match the original email field in order for the form to validate and submit? we are having some issues with people entering their email address wrong via typos etc and therefore not receiving notifications or correspondence from our zoho ticketing system. Please advise. Thanks much!!!
Zoho Desk Community Meetups 2019 - Canada
Hey there! Are you making the best use of Zoho Desk? Do you think meeting and learning from other Zoho users in your city would help? If yes, then Zoho User Group Meetups is the right place for you! We're happy to announce our first Zoho Desk User Group
Im new to desk (was using fresh desk for 5 years) struggling with alert settings
I followed instructions given to me on chat, but I still cant get it right... I dont get email alerts when someone adds a new task but I do if they reply. If I reply to a customers ticket, I get an alert telling me that THEY updated it? (and Im assuming they do) Im not the most technical of people, so is there a way I can get someone from Zoho to log onto my account and help me achieve the best / standard setup? Many thanks John
which status for new created tickets
Hi, sometimes I have to create a new ticket manually, for example, when we have to reach the customer who has not yet sent us a ticket. My question is: which status do I set for the newly created ticket? Should it be closed? I mean, for us, when sending the ticket, the case is closed until the customer responds. So, logically, it should be closed. But does it arrive at the customer when the status is closed right from the beginning? If the customer responds, the status will change back to open anyway.
Notifications
Hi, When i assigned tickets to agents they are not receiving the mail notification though notify button is on.
Validation Rules
Hi, Just want to say I'm really excited about this new feature as it will be a tremendous help for our workarounds to system limitations. Thank you for continually adding enhancements for us to effectively use the system. :) Can I ask, if the feature is still in beta version, is there still a possibility that it will not be fully implemented or removed? Reason is I've created a few rules on my test department that will really help with our data integrity so it's best added ASAP to our live departments.
How to create a call activity through Zoho desk API
Is it posible to create a call activity through Zoho desk API?
Editor bug: Indent icons are wrong
The icons in the Desk WYSIWYG editor are backwards. The icon for "Increase Indent" illustrates decreasing indentation, and the icon for "Decrease Indent" illustrates increasing indentation.
modification de champ
Hello Since this morning when I want to modify a field (add item in drop-down list) in Zoho I do not arrive I go in configuration, layouts and fields, I choose list of fields then I click on the button to create or modify a field and I have a blank page (without my fields): on the other hand at the top I have a red square which appears with an exclamation mark You have an explanation cordially
Agents login to community
Hi there, Agents can't be added to users (help center) because they already exist in Zoho Desk. But they can't login to the help center/ community portal? Is there anyway to allow them to login to the portal as user with their agent email address? In addition, how can I create user teams? Regards, Helen
Notifications
Hi, I've missed replying on time to some of my incoming emails as they did not not show up in my notification As we have a lot of tickets I rely on my notifications to alert me on incoming messages/emails. How do we sort this? cheers, Rene
Billable v Non-Billable tickets Zoho Desk
I have searched and searched. I've even found reports that will output billable v non-billable informartion. But i am unable to find out where i can set a ticket as billable. Or non-billable.
How to change default support email address in Zoho Support
Hello, Where can I change the default support email address of Zoho Support?
Unverified Sender Warnings on Incoming Tickets or System Notifications Emails
These warnings have started to appear on some of the new incoming tickets or the system notification emails since a couple of days. It's not attached onto all of them. Could you please inspect this issue.
How do we pick the articles that get displayed in ASAP?
We recently installed ASAP on our website. How do we pick what articles get displayed on the "Home" tab when someone clicks on the ASAP icon? Right now it displays: Five "Recent Articles" in the top section Five "Popular Articles" below that The issue is that Recent Articles aren't the ones we'd want to display across our website. We need to be able to pick out the most essential articles out of the 100s that we have, rather than just displaying whichever ones got edited most recently by an agent.
SQL Query
Has an option been added in the SQL query to allow a selection of “is after today” yet? People pay for yearly maintenance and still request support but the CRM states this expired. So it makes sense to be able to set a trigger to send an automated email if the date queried in question is in the past has passed. Example: Expiry is 12/25/2018. Email arrives 05/08/2019, today's date "is after" expiry, trigger an automatic email saying there's no support for the sender.
Service Contracts and Pay as you go
Can you get Helpdesk to Round up to the nearest hour base on support times? We have clients who pay an up front fee pcm and others who pay as you go? is this under support contacts?
Ask the Experts 6: A 5-hour online Q&A on Self-Service
Welcome to Ask the Experts 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.
Desk Aktivities view is broken
Hello, since 3 days, we have a Problem in Zoho Desk. The Activities showing a white site, sometimes. I can create this Bug if i reload the Page in several Broswers on the Activities Tab. i temporarly can fix this, if i searching the ticket number an klick on the Ticket and Activities again, then the Aktivities are shown, but a reload on this replies the Problem. Can you fix this please? Kind regards Klaus Brandt
Muting chat notifications when on a call.
Does anyone know if there is a way to have chat notifications (audio) mute automatically when an agent is on a call? What is happening is that the agents are picking up calls and talking to the customer when a chat request comes in and the audio is so loud, we have to tell the customer to hold on until we dismiss the chat request. A lot of the time, we are away from the help desk looking up the persons issue, so it can be pretty distracting and jarring. I know we can log out of the chat when we
New ticken opening - association of contacts email and accounts email
Dear Gurus I'm used to open tickets for several "accounts Names" but always using my email. Apparently the system automatically assign the "accounts Names" based on the email and swap all the ticket opened from my email into the same "account Name" . This is happening also if I try to change every single ticket. Am I correct saying that the system doesn't accept this or am I doing something wrong? Did somebody solve this somehow? my Idea is that if I'm an agent and I open tickets for my customers,
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