Any way to update 400+ Tickets massively from certain Status to another one?
Hello there guys, As the title implies we're trying to update certain tickets from a certain status to another one, nevertheless we're not being able to as most of them don't appear on the "Views" itself but they do appear as "Reports" so we can't update them quick enough. Is there a way to effectively update those tickets massively using either the API or something else I've attached the file with all the desired Tickets that we need to update and change from Status --> "Atención Cerrada" to -->
Priority-based SLA
Hello, Priority based SLA is not changing after updating ticket SLA. See attached screen.
XML/JSON APIs to be Deprecated Soon
This is to inform you that Zoho Desk's old XML/JSON APIs have reached their end-of-life period now and will be fully deprecated on Feb 17, 2019. Therefore, we strongly recommend you to switch to our new REST APIs, which were released last year. The new APIs provide richer features and ensure better performance and reliability. The new APIs work like the XML/JSON ones, but the syntax, output, and methods adhere to the RESTful architecture. Please refer to our API documentation to learn more about
Problems with criteria triggering workflows
Example: I have a department with 2 email addresses, example@abc.zohodesk.com and test@abc.zohodesk.com. I've disabled all the default notifications. I want a workflow that triggers an alert IF the email is sent to example@abc.zohodesk.com AND the subject doesn't contain "test" or "example". I create a workflow with the following: Execute on: Create Criteria: To address is example@abc.zohodesk.com AND Subject doesn't contain test OR Subject doesn't contain example Criteria pattern:
How create a ticket view with my followed ticket ?
Hello, I'm looking for creating a ticket view dedicated for the ticket I follow. I don't know how to do it as criterias given for the view creation don't plan this case Thanks for your help
Can GMail aliases be used with Desk or are dedicated email addresses required?
The thread title says it all. Let's suppose I create (2) Desk departments: PC Support iPad support Can I use two gmail aliases like this? PCsupport@mycompany.com link to PCsupport@mycompany.zohodesk.com iPadsupport@mycompany.com link to iPadsupport@mycompany.zohodesk.com Or do I need to create (2) dedicated Gmail addresses? Thank You
Do Agents Who Are in Multiple Departments Have the Ability to Set Their Phone Status to Different Statuses in Different Departments?
Do agents who are assigned to two or more departments have the ability to set their phone status to offline in one department and be online in the other? Thanks in advance.
How could my agents track time in Support?
I want to offer my agents in Zoho Desk to track their time spent on this or that ticket. Now they only could manually enter this data. But I do not like this. How they could use start/stop timer? And not relying on personal productivity?
Matrix Report Not Showing Data HELP
Hello When i generate a Matrix Report on Tickets By Status i get all zero. No data actually, i dont know what i am doing wrong! HELPS
Desk API Export
We would like to have the ability to export our stats (Happiness rating, initial response times) to our main/public web site using the Zoho Desk API. We would like to be able to configure which stats to export. For example; only first response, not resolution times, time period (last 30 days), only happy/frowny faces (no okay faces), and customize the layout a little bit. We would use this to advertise support services on our web site to make us look professional and competitive.
Access control origin error when i'm calling the getRecords method
Hi everyone, I'm trying to create a script which will create automatically a new task in trello when my customer create a ticket in Zoho support. To do that i need to use the getRecords method of Zoho Support API but this is where my problem starts. Indeed, when i use this url : https://support.zoho.com/api/json/requests/getrecords?authtoken=MY-AUTH-TOKEN-HERE&portal=My-PORTAL-HERE&department=MY-DEPARTMENT-HERE directly into my browser it works well, i get the json return. But when i'm trying
Can Zoho do SLA reporting?
I'm being requested to show SLA information from the Zoho Support Application. I need to show how many requests went over SLA? I looked under Reporting but I do not see any "SLA" specific reports. Is this something Zoho Support application can do?
No more ticket created from mailsin Zoho Desk
Hi, I am currently encoutnering a weird problem, when I transfer a mail to Zoho Desk from my professional email address, ticket are not created anymore! If I do it from another email address (Gmail), it works. The weirdest thing is thatht I've got some "jumps" between the number of my tickets. The last one I've managed to created normally with my professionnal address was number 252 and the last one I've managed to create (with gmail address) was number 261. In between, no ticket shows up! (I guess
Layouts just got a whole lot more customizable!
Dear Customers, Layouts help you organize your fields in each module. They help you quickly get to the information you care about the most. Until now, you could modify layouts and create custom fields only at the organization level. Today, we've made layouts more customizable. Each department can now have its own layout. Agents can create and use custom fields within each department, without interfering with those in another department. They can also configure department-specific picklist values
Round Robin Waiting on/On Hold
Hi, With the Round Robin feature of Zoho, does it factor in the number of On Hold/Waiting On tickets an agent has assigned to them? If so, is there a way to make it avoid doing that, the group I work with tend to have a fair few Waiting on tickets and they dont want that to interfere with the assignment rules. Thanks Ray
Simple Agent Notifications for Assigned tickets
Good morning. I'm trying to set up some simple notifications to help our agents self-manage their tickets. They are not routinely using Zoho Desk, which means tickets can sometimes get left or forgotten about. I've tried setting a few things up, but I always seem to be battling against the limitations of the system, most usually the 'Business Hours' as I don't want to send lots of emails when the agents are not working, but I do want a notification next time they are working. Please tell me there
How to set Ticket View to "Oldest First"
Hi dears, Zoho Desk is perfect. We love it. One question: can I set the default ticket list view for my organization to "Oldest First" ?
Desk enterprise to free
I wanted to sign up for the free edition of help desk, but I'm on a trial of enterprise. How can I down grade it to free so I can test the basic features?
Is there any way to get a Report that shows which Tickets have gone
through Escalation (SLA)?
Hello there guys! I've been trying to find something that shows what the title of this topic implies but couldn't find it anywhere (I'm probably just looking at the wrong option tho') Would you kindly let me know if it's possible to know how many tickets have been escalated lately and the person who was responsible of it before the escalation itself? Kind Regards and as always, thanks for your help :)
URGENT Field Dependencies not Working since Yesterday
Hello fellow Desk Support, Since today we're dealing with some serious issues at our side related to the "Field Dependencies" setting since they seem to be working improperly without further notice (it was working as intended until yesterday afternoon) We double checked our Permissions/Roles/Profiles and Field Level security and everything is correct (as it was before), nevertheless it's not working at all since we're not being able to select certain options from the fields according to the current
Email Notifications to Agents
How would I set Desk up so that I receive an email notifications when: 1. Someone responds to a ticket. 2. A client creates a new ticket by emailing help@company.com Thank You
Setting up new ticket auto reply to "original" sender.
So it appears when a new email (customer) is received on our end support mailbox (csupport), we have to forward it to zoho (zsupport). Originally we assumed zoho had the ability to log into this mail box and grab the mail. The issue we are having is that we have zoho set to auto reply "thanks, we have your ticket" but instead of going to the customer... it goes to our csupport mailbox. We found the "Other Configuration" settings with the toggle for "Create tickets on behalf of the sender while forwarding
Eamil tracking
Hi, Does ZohoDesk support email racking in the sense that I will know when a customer has received an email as well as when they actually read it? Regards, Dion
How can users see a ticket MOVED to a different department without being a member of that department?
Our Engineering department doesn't want the rest of the company to be able to assign tickets directly to anyone in their group. In order to stop that, we created Engineering as its own department. Now however when we move tickets from Support to Engineering, we lose visibility to track the progress and we have no way to keep the customers informed. Is there a way for Support to search tickets assigned to a different department without being a member of that department?
tickets keep splitting into new tickets when someone replies on it
anyone know how to stop this? my tickets started splitting a week or two ago when users on the ticket reply. example (screenshot attached): #3044 is the original. Shannan and a team alias are on that ticket. Talia responds to the ticket (she's on the team alias) and the ticket splits out into a new one #3060, rather than adding to the thread of #3044. I can't seem to figure out what setting needs to be toggled to in order for all conversation to be on one ticket like it used to be. thank you in
Deleted Zoho account but won't remove page from google
Hello, I closed my Zoho Desk account and the help desk still seems to be working when I access the URL. I don't want customers to get confused between my closed zoho helpdesk and my new helpdesk.
Ticket notification to an external email
Hi, I've been looking for a way to send an email to an external email address on ticket creation, but i can't find it. I wonder if it is possible. In notifications templates I can't use an email out of the department emails. And there is no other way to generate or forward an email out of the notifications, there is? Thanks in advance for your help. Regards
Is it possible to integrate Zoho Desk with Slack?
I'd like to integrate Zoho Desk with Slack and have the option to set various parameters on the notifications that are sent. For example, I'd like to receive notifications when tickets are assigned to a certain user, but also add a parameter that only
Can I create a rule that assigns tickets created on a certain day of the week to a specific agent?
One of our agents works four days a week. On the day she isn't woking, I want to automatically assign all tickets generated that day to another specific agent. I see I can create this rule on specific, one off dates, but can I create a rule that recurs weekly?
Disable Spam filter
Hi! We are getting trouble with Spam Filter and I can't find the way to disable it. I've seen other posts in this forum asking for spam filter removal. I also would like to ask you to disable the Spam Filter if there is no tool to configured it by myself. Thanks in advance, regards!
Filter inactive departments in reports
Hi, I have 2 inactive departments in the Departments section. I would like to filter inactive departents in Reports, but i can't any filter to do that. Is there any way to keep inactive departments out of reports? By the way, another solution would be to remove the inactive departments, but I cannot find a way to do that neither. Can we remove inactive departments? Thanks in advance. Regards
is there a way to change the message at the end of a chat?
Hi there! i´m new in the Zoho Desk software, and i have to say i´m impressed with all the great features they have. Specially, with the chat feature. I´m being customizing and testing it, and its great, but there is one thing i would like to know. When i clik to end a chat, the customer sees a message in english. Since all my customers speaks spanish, i would like to know if there is a way to customize that message, or at least, translate it to spanish. Is there a way? maybe im blind and i didn´t
Access to a list of current open tickets (i.e. for specific locations)
to Local Managers who are not agents ?
I oversee ZOHO help desk for a regional education authority ( like a school district) with over 40 locations. Teachers at these locations add their own tickets using the Web portal and select their location from a customised field in the portal form. The volume of tickets is small but the Managers at each location would like to see the tickets for their specific location before IT staff arrive for on-site work. (It is not possible to incur the expense to make all managers agents) Is there a way
Not being able to Report a BUG on certain Tickets
Hi there guys, I'm having an issue with certain tickets on our side (Desk) since when we try to Report them as a Bug to see them over BugTracker/Zoho Project we're not getting the option to do that even when we try to submit it as every other ticket we had already on that side (Clicking on the 3 dots next to the first conversation/description of the ticket and clicking on "Submit a Bug") When we try to do this on certain tickets we just don't get the Option at all just like in the attached file.
Idea: Move the department selector button to the left of the modules.
Guys, One of the things that bugs me in Desk is that the department switcher button is on the right. I switch back and forth often, and it would make more sense to me to have this on the left. Or give us the option of moving it... Thanks!
Forwarding an email to an existing ticket no longer working
Hello, Has something changed to the functionality of forwarding an email to a specific ticket using [##1234##] in the subject line? Every email I've forwarded today has created a new ticket, not attached to the existing ticket. I use this feature all of the time. It will not be good if you no longer have a way to attach emails in a similar way. If there is a new way to do this, please let me know. Thanks! Best regards, Jason
Zoho Desk - Knowledge Base - Autosave drafts
I just lost about 2 hours of work because the Knowledge Base doesn't auto-save your draft. What is this 2004? Come on. I have to re-write the entire article, now I know to not use that text editor and literally anything else to edit the text and paste it in. The editor is clunky and very touchy at times erasing whole paragraphs when backspace is hit once, randomly removing formatting, applying the color coding to the wrong blocks of text.
Refreshing drop down items in Zoho desk app
When I make a change in a field drop down menu, my app users do not see the new items or changes unless they re-install the app. Is there a better way to refresh their apps? Thank you!
Can't "Uncheck" checkboxes Field once they are checked once
Hi there guys, Since last week we're having issues with Checkboxes Fields on ZohoDesk since when we try to "Uncheck" them they are going back to being Checked even when the "Enabled by Default" setting is off. Please your help with this issue since it's impacting us badly I've attached a video to demonstrate this more clearly Thanks in advance
How do we prevent Undelivered Mail notification from creating a new ticket
Hi, We've been using Zoho Desk with a workaround for the 1 contact = 1 account limitation by using dummy contacts (email). Because of these, users tend to send an email to these dummy emails, which causes a bounceback email in Zoho saying it was undelivered. Is it possible to just add this notification to the log or history of the ticket instead of creating a new ticket? It has become troublesome for us which is unfortunately something we can't avoid unless the limitation is fixed. Thank you. Regards,
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