Add SEO to the KB category page
We can add SEO info to a KB article, and the Categories are a dynamic page. Would be nice to add SEO info just like a KB to a KB Category.
Notify specific agents when ticket is resolved
Hello, I want to create new rule and send notification to the few agents when specific tickets are resolved. For example, if Contact segment is A- Maia Manjgaladze, after status is updated, send alert to Maia Manjgaladze. Here is the example how I'm doing it: Execute on: Field Update: Status Criteria: Segment is A- Maia Manjgaladze Actions: Alerts -> Notification for PS (I've create new template) It does not work.
Hide the Case ID from an email subject line
Is it possible to hide the ticket ID from the email subject line? I'm testing Zoho Desk. Whenever I send an email to a customer, the case ID is listed as the first thing. Can we modify this?
Integrating Quickbooks Online with Zoho Desk
Revisiting Zoho Desk after a year of using another product and I have a question. My business is primarily billing for "time". One of the things I to do today with the system I slapped together is receive requests from clients, work them, and then bill for "billable time". The billable time is added to Quickbooks and then I generate invoices. I'm not opposed to switching my accounting software, but before I go down that road, is there a mechanism in Zoho Desk to "bill for time"? If so, does Zoho
Zoho Desk Integration with forms
Hello - In CRM I was able to integrate a form that attaches the form as a pdf on the record in CRM. I do not see an option to have a form pdf automatically attach to a ticket. Am I missing it?
Zoho Desk Community Digest - April 2019
Top Product Announcements Upgrade to the new SalesIQ live chat Latest updates to Blueprint includes: Blueprint Canvas Expand/Collapse Option Make Auto Transition as a Common Transition State Connectors from the Canvas Chart Tags supported as a criteria in Analytics ASAP Home page widget customization Top Product Enhancements Blueprint: Increased the number of State Level SLAs as 3 Increased the number of Common Transitions as 5 for Enterprise accounts. During and After Count in sub-tabs Quick Deletion
Inconsistant Formatting in email replies
We sometimes have an odd issue with replying to clients via the ticketing system. We use snippets a lot and we've run into the formatting issue we've seen once again so I'd like to formally ask if anyone else has these kinds of issues, and is there a fix? We have seen this without snippets, but that is harder to document. Specifically, when we create a snippet, we have hand typed each agents snippet out in the snippet editor, and then stylized the proper areas with formatting options. There is no
Zoho Desk : Captcha on Feedback Widget is not working on IE/Microsoft Edge
Hi, I have an issue with reload captcha on Feedback Widget (iFrame) I was trying to reload cpatch but it's not change Thanks, Sombath
Submit a ticket for registered users only
Hi, It would be great if we can give permissions to certain users to submit tickets via the customer portal. Regards, Helen
Moderate every post before it's published
We would like to moderate every question/idea raised in our community before it's published (not only the first post).
How to close a ticket without it being reopened by a thank you reply
How to avoid a closed ticket from being reopened by a Thank You type of reply!
Zoho Desk Customers/Contacts Sync to ZOHO CRM
Hello Is possible zoho desk customers / contacts sync to zoho crm ? We use zoho desk to get emails, Zoho desk will create customers automatically. So we want to sycn those zoho desk customers to ZOHO CRM. Thank you.
Create Report
How to create report for all open tickets in Zoho desk? Categorized by assignment?
Delete KB category
Strangely, Zoho Desk allows article authors to create duplicate categories. So, now we have two categories named "Dashboard." How do we delete categories? We're using zoho one.
Using Forms to feed into Desk
Hi, Has anyone solved this with using any automation?
Unresponded view Ticket
Does zoho has Unresponded view Ticket? The ticket will classify into Views of Unresponded Tickets If I don't reply customer email. I used other Desk softwars, They have this function. It's good. If you don't have this function. Do you have alternative way? Thank you.
Spell check doesn't work within template.
Hi Zoho This is an annoying little issue. I use my signature in my tickets as an email template. Before, I had no problems using spell check, but now for some reason it doesn't work. It's obviously the HTML template that's causing the issue, but it didn't seem to have a problem with it before. Is there any fix for this?
ASAP for the web Knowledge Base - No access when "Customers must register to access Help Center" is enabled
We have created a Knowledge Base for our consumers. Now we want to use the ASAP for web widget in our software application to show the Knowledge Base (user must login to get access to the sofware, so first they logged in into our software app. and then they see the widget) We have enabeld the "Customers must register to access Help Center", so not everyone can submit a ticket. The problem: When we enabled this option the ASAP for web Knowledge Base doesn't work. The Knowledge Base is forbidden. Solution:
No separate search results in departments in the Knowledge Base
We have 2 software products (X & Y) We created 2 departments (X & Y) We add articles to both departments Problem: Some consumers have both software products. When they logged in into the Knowled Base and click on department X and they search for some keywords they get also results from the other department (from Y). In the search results you can't see the difference in the 2 departsmetns. When you search for example properties you get a result like: 1: How to create properties 2: How manage properties
A weird icon appeared on a KB Article
I may create this article from scratch to get rid of this icon but this issue should be dealt with by your developers. This icon seems to belong to the content labels and looks like an imbrication of the "warning" and the "info" icons. This object doesn't seem to be a part of the page content and I can't remove it. It also is displayed on the final KB page and on its print outs.
First Response Times and Business Hours.
Hello, We've set up business hours and I'm looking to get a snap-shot of our First Response times (most of the other metrics aren't too relevant to us at the moment). I have 2 questions: 1: If I go to Reports and look at the overview for Nov2016 the FRT is shown as 2:08 But if I go to The First Response Time Dashboard it's a much better 0:24 (with a system response time of 2:08) Is this because the overview isn't taking into account business hours? 2: Looking again at Nov2016 there's two specific
FTP Server Links
We require links on our Desk Portal to our secure FTP server for customers to download products. Looking at the Desk API's it appears we can use Account and Contact create/update events to create corresponding structures on an FTP Server which then would be accessed from links on the desk portal. Has anyone else enabled such functionality?
Ticket Search displaying wrong ticket status
When searching for tickets using the general search, the results page often shows the wrong ticket status. For example, we have a blueprint that automatically moves the ticket from On-Hold to Open when a customer adds a reply. The result page shows the On-Hold status, but when clicking the ticket it clearly shows open. This issue persists even if you perform the search again after just viewing the opened ticket. This seems like some sort of indexing issue, but I can't figure out how to get Desk to
ZOHO Support Import and the Imported Created and Closed Dates
I am making the switch to ZOHO Support as part of my CRM Plus subscription and part of this migration is importing historical tickets from Fresh Desk and Spiceworks into Support. One thing I noticed is that there seems to be no way to import the historical Created date/Time and Closed Date/Time which makes all my closed tickets (+-7K of them) look to be resolved and created in the same day. Is there a way to import these historical tickets and retain the original Created and Closed date/times?
Accidentally mapped the zohodesk domain to a wrong address and a couple of other questions
I accidentally mapped the zohodesk to a wrong subdomain on my website and now I can't access the zohodesk dashboard to change it back. Trying to access https://desk.zoho.com/support/rolomit/ShowHomePage.do#setup/organization/domainmapping redirects me to the wrong subdomain that I set up and I can't access the dashboard because it returns a DNS error. Additionally, can I get instructions for how to set up the domain remapping so that I dont make a mistake again? Do I create a subdomain and then
Tickets with Zoho
How about not closing your tickets, until your customers issue is resolved. You close the tickets on every response. Even when you are asking for a time for a call. Why not add a Status that is "Awaiting Customer Response". Your customers have no way of seeing which tickets they consider still open.
Community sign-up / sign-in is complicated
Hello, I am testing your Community functionality and find it quite complicated for a regular user to post his questions on it. The usability needs improvement. Basically there are too many complications to post a question. Not every client will be able to do it. For example, sign-up of an account is a tricky thing: 1) When a new user tries to post a question, the dialog requires to sign-in, but no sign-up is proposed at all. Look what the dialog looks like: How can a new user understand that he needs
Alerts based on amount of tickets per period of time?
Hey Zoho, I would like to you alerts based on amount of new tickets within a certain period of time. For example when we get more than 5 tickets in 15 minutes or more than 30 tickets per hour, that a certain alert is triggered. Is it possible to configure the zoho desk workflows like that? Best, Florian
Topics do not show up as ticket for moderation.
My forums are setup to create a ticket when topic is created and also set for moderation. Why is the ticket not being created? I saw another post on here that says it takes a while for the tickets to be created. It's been 30 minutes now and I have not seen a ticket. How do I moderate the topic, if I can't see it?
Domain Mapping Fail
I'm having issue with domain mapping. My name servers are with Microsoft (Office365) and they do not allow subdomains. I cannot change the DNS control to my webhosting or registrar, I have to keep it with Microsoft. I've put in the CNAME entry as: hostname=support points to= desk.cs.zohohost.com When I type https://support.mysite.com I get forwarded to the zoho "One account. Access all services" login page. However, when I try to complete the "Map Domain" the validation seems to be failing on
how to multiselect searched tagged tickets
When I search tagged tickets, I cannot multiselect. Why? What's the fix?
Would like to have different modes for custom views
I would like to have different modes for custom views. For example, if I'm looking at a view set to view all open tickets by a certain team or agent, I'd want it in countdown mode. If I'm looking at all tickets in urgent status, I want them in a chart sorted by agent. If I'm looking at all open tickets with dropdown A, I might need to see them in status mode only showing status 1-3 but if I'm looking at all open tickets with dropdown B, I might only be interested in seeing buckets for status 3-4.
Merge tickets from different columns when using view other than classic or compact
In the status mode, countdown mode, and priority mode you cannot merge two tickets from different columns. Is this by design or a defect?
response times calculations
Have some questions on how response times calculations. Assuming ticket was lodged in 1 April 2019. If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result? If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result? If report dates are 8 April to 14 April and ticket is unopened, what would be the first response time result? If report dates are 8 April to 14 April and ticket is unopened, what would
No indication of uploaded files on Web Form.
I'm using an advanced web form with a file uploader. As a user, I can select "file upload" and pick files from my computer just fine, but after I select the file to upload, the form looks exactly the same. There is no indication a file has been attached! Surely there should some indication of the uploaded file - either the file name should appear, or at the very least the number of files that have been attached should appear. Instead, the hover-over still says "no file selected," even though it has.
Zoho Desk - Reports - Role Based Permissions
I would like to create custom reports for my team members. However, I would like to assign specific custom reports to specific employees. For example; One report called "John's Report" will only be available to John user, and Mary won't be able to see John's report. Is this possible in Zoho Desk ?
Question about using Limit parameter
Hello, This is related to pointers that were shared in a previous question submitted to the community at the following link: https://help.zoho.com/portal/community/topic/desk-api-list-all-tickets. Found this very useful but it doesn't seem to work on my end. After trying the two examples provided in the above link, with parameters: <from=1&limit=99> and <from=100&limit=99> as well as other parameter values, the queries complete with the following error message every time: {"errorCode":"UNAUTHORIZED","message":"You
How to edit reply to contact email by agent?
Regarding Contact Notification email templates. I would like to edit the email that the contact receives when an agent replies to them. I looked in: Setup => Customization => Templates => Email Templates => Contact Notification, but there is no template for this? How can I edit this email template? Thanks for your help
Remove Spam Filter
Hi, Could you please also remove ou turn off the SPAM filter on our Zoho Desk because we misse some support tickets in "Spam tickets" folder. Thanks. Karim.
I have Wrongly Re-branded my company domain in Zoho Desk- how to Restore to Zoho Desk Default setting
Dear All In Zoho Desk , I went to re-branding section in Organization and Re-brand and entered a wrong URL of my company home page. I want to Restore it to my default settings of Zoho Desk. Need to remove the Cname from my settings. Please Guide me
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