Creating alerts and escalations before SLA violated
Hi guys, I kindly wanted to ask how I can create alerts before SLA violations. I also want to escalate it to upper levels. Here's the example scenario: I have 3 hours SLA for the first response time and 12 hours SLA for resolution time. My ticket is
Can I add more fields to an end-user profile?
Hello We're currently only using Zoho Desk for ticket-management and Knowledgebase. We currently don't have any login requirement for our Knowledgebase at all. I'm now experimenting with perhaps using the forum or login capabilities of Zoho Desk, but
Insufficient Privileges to perform this operation. Contact your Administrator.
Hello, We're unable to mark any ticket as spam, and getting this error: Insufficient Privileges to perform this operation. Contact your Administrator. This is happening to all of my agents, including me and I'm the administrator on the portal.
Can I view emails that were sent to an non-existent ZohoDesk Support Email Address?
If I someone sends an email to an incorrect Support Email Address, is there any way that I can see those emails if it's at least sent to the correct domain? For example, I have webupdate@xxxx.zohodesk.com. If someone emails webupdates@xxxx.zohodesk.com
Auto arrange blueprint like in Flow
The process builder in Flow has a button that automatically arranges the steps in the process in a neat and tidy way. Please consider adding a similar feature in blueprints. Best regards, Mladen Svraka Zoho Certified Consultant and Authorized Partner
How can I see recurring tickets for a specific issue with two different incidents?
Hi guys, I kindly wanted to know that how I can understand/realize the ticket I resolve is not technically resolved... Let's say: A customer submits a ticket for a specific issue as ticket number A. I resolve it. After a while, another customer B submits
"My Area" Ticket View - Comments in Reverse Order
Hello again community, Currently, users who look at tickets in their "My Area" section see comments posted in reverse-chronological order. This is fine for the agent view, but I have a request to have the order reversed specifically for the user view
Clarification: Can end users view all tickets raised by their organization?
Hello, Apologies if I've missed something straight forward here, but I'm having a hard time understanding the Customers can view tickets of other users in their account setting. I have enabled it, and have multiple users under the same domain (ie. bob@smith.com
Down vote an idea
Hi there, In our community our users are voting on ideas. On some ideas users would like to let us know that the idea won't fit their way of work. It would be great if they could let us know by downvoting an idea. Kind regards, Helen
How do I fix headers and spacing in ASAP?
Hi, We are about to launch our KB and we were checking how it is looking like in ASAP. We noticed that the headers do not look as they should: header 2 looks like header 3 and vice versa. I had a look with dev tools and it says h2 (has smaller font than
The 'more' button loads the first article instead of the related category
We are using the Elegant theme for our KB and we have categories and subcategories. There is this 'more ->' button at the end of each list of articles per category/subcategory. We supposed a button called 'more' would load more articles (when there is
Reserving Ticket IDs
Last week we became aware that our ticket ID counter did pass the 20.000 mark and we wanted to celebrate this event by congratulating the department that did receive the 20.000. ticket. Unfortunately, this ticket was nowhere to be found in the system.
Create product record
Hello I'm sorry, but I'm hoping that someone can help me with a script. I'm still trying to create a Product record. I have a script that seems to be running, but the product (name="test123") isnt created despite the script being executed without errors.
Why do KB documents for a customer look so bad in comparison to my view as a creator?
This is something that has been bothering me for a long time. The huge difference between what I see as a creator of documents in our Knowledge Base for Desk, as opposed to what our customers see. Surely they should look the same? If someone has a simple
No email notifications when contact is a "noreply"
Hello, we receive automated tickets from technical systems that send with a "noreply" address. It is OK that they do not receive any notifications. Unfortunately, Zoho Desk turns off all mail notifications if the contact has a "noreply" email address.
More contact details in product view
Just adding a suggestion here, in case other companies also can see a benefit from this; It would be nice to have more contact details visible in the contact tab of a product (see image below). This could be used to quickly sort between the different
Website layout issue in
I'm using a 48" monitor while having 150% Scaling and 3840 x 2160 resolution. I'm having many issues with the Zoho Desk website. Some of them are: Many elements seem to not appear unless I zoom the browsers to 140% or %175 Tooltips are all misplaced some
Assign Ticket to Customer Owner
Hello, Each one of our customers will have an assigned customer owner, and I am looking to have all tickets be automatically assigned to the customer owner (we are using this for a customer success position). I haven't figured out how we can automate
Setup screen features and multi department functionality
For clients who use multiple departments the setup screen can get confusing as you work on setting up and managing features across multiple departments. For example, as you move between layouts, layout rules, workflow rules, blueprints and other features
Differentiating inbound/outbound calls, voicemails and missed calls in
"phone" category
I'm wondering if theres a way to differentiate or customize types of calls in the phone category to display more accurate data on our dashboards? Specifically looking to view number of inbound vs outbound calls, voicemails, and missed calls with no voicemail
Template Based on Custom Field Selection?
Is there a way to present a custom template in the help center, based on a custom field? Use Case: Ticket Types Application Support Change Request Feature Request Add/Remove Users Desired Outcome If the type of "Add/Remove Users" is select, a template
Desk email templates not mobile friendly
Greetings, I am just in the process of setting up my new zoho desk for our company. I createn automated notify on new ticket creation, back to the customer. In this custom email template, I mostly used the zoho default template, and installed some
Forwarding Email into Zoho Desk
The email in our zoho account is support@olivertraveltrailersservice.zohodesk.com but I have created a support email from our domain: support@olivertraveltrailers.com that I would like to provide to my customers and then set it up where every incoming
How can I translate this button?
Hello, I need to translate better this button. How can I translate?
Google Calendar Events
The events when added via the google integration from a ticket don't seem to show up in the history or in the activities tab. Is there a way when adding an event via the google calendar to get that event to show up under activity as an event and within
Do not reset scroll activity on ASAP widget?
Hello good people We're using your wonderful ASAP widget to display a knowledgebase. Currently it's the only module active so it opens to the KB directly. However, whenever the user closes the widget, their scroll activity is reset. For instance: if you
How to change a field in existing tickets
Good morning, I need to make the following actions. In the existing tickets, independently from the status, I would like to change one of a specific field when the subject of a ticket contains a specific name. Example: if the subject contains the word
Help Centre customer pull reports
Good Afternoon, We have a customer who would like to pull reports of all open tickets from the help centre, is this available through the google analytics that we can make available to customers via the help centre site? Thank you.
Private Threads/conversations within a ticket
We often have to contact multiple people within other departments in our company to answer our customers enquiries. Is there a way to make these private communications NOT visible to our customer on their Help Centre portal? To confirm it is when you
Can you change position of the ASAP widget?
Hello I'm wondering if it's possible to change the precise location of the ASAP widget? Currently it is only possible to anchor it to bottom left or bottom right. We would however need to specify the location of the widget (in our case, we need it "bottom
How to hide the small article icon?
Hello Is there anyway to hide the small article icon that appears next to each article topic in the Knowledge base (see image below)? I can't find any option but perhaps there is a way to hide it by using CSS?
Knowledgebase Article Status Field, Visual Indicators, Linkage Options for Deprecation and Obsolescence
I couldn't find it but as far as I remember, I did request this feature in the past. Maybe I did mention it in a comment on another topic. Ash did mention that the article unpublishing feature is going to be released in Q1 2021 in this topic "How to unpublish
User invite fail
Hi, i am trying to add a use to the customer portal, the app shows a message that the invite is sent, but the users never get the email. I tried with a lot of different email adress and adding from them from the cfg and also permting them to register
Changing icons of sub sections
Hello, hello I'm trying to change the icons for the sections in our knowledgebase. I have a piece of CSS code (see below) that I borrowed from a 3-year old post in these forums, but it's not quite working out. With the code, I can get an own custom icon
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Zoho Desk Blueprint
What are the limitation of Blueprints in zoho Desk?
Zoho Outage
Hi, I recently could'nt access Desk for a limited time and was just redirected to a page to enter a support request. Could I have more info on the outage so we can log it. Thanks
Editing contact type field
Is it possible to edit the types mentioned in the customer contact type ? At hte moment the listed items are "Paid user" and "Prospect", I would like to change them into the Dutch language (and maybe add other entries).
Sync between Desk and CRM not working
We are having issues with the integration to sync between zoho Desk and CRM. We have created the integration to start both the CRM to Desk and the Two Way sync multiple times. We finally got the sync to bring over some of the companies(we renamed Accounts
Zoho Flow doesn't acknowledge status update in Zoho Desk if it's triggered by workflow
Hi, I don't if this topic has been discussed before. I create an automation using Zoho Flow for Zoho Desk, basically to create comment every time ticket status is updated. I've tested it by moving the ticket status manually and it works wonderful. But
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