Authorized Client Users
We have a lot of users in our CRM per client, but not all are permitted to contact the support team via Desk. What is the best way of lableling or identifying who does and does not have permission to contact us (via email)? I know via the help centre we can set it up so they must be invited.
Zoho desk emails always gets market as spam by users in Office 365
Hi there, I'm trying to find out why emails from Zoho Desk always get classified as spam with customers using Office 365. Every new customer I put on board when receiving notifications by email, they get flagged as spam. Is there anything that can be done about it? the emails come from @eumails.mailer-zp.com
Rules of supervision
Dear,
I have a problem with the rules of supervision:
I have a rule that says "Hours since the status update" is 63 hours. But he is not respecting me since I have a ticket that changed to a state and after 63 hh I do not change to the state that I asked for.
Please your help in configuring or what? NOTE: I have rules that if I work with the "is"
Zoho Desk - Sub-customers/Sub-sites
Hi all, I need some help with configuring our Ticket Information. We have a customer in the hospitality sector with many different locations. I'd like to add a field for the Account Name & a field for the Site Name or something similar. I can see I can add a Single Line, but would this allow us to search like we do for the Account Name? Ideally I would like to search for either: MyCompany or MyCompanySubSite and find the appropriate tickets. Hopefully this makes sense! Thanks Mike
My permissions are not working quite right
This shows that I have access to Knowledge articles: https://www.screencast.com/t/x1HfojPG6 When I try to edit an article I get this error message: https://www.screencast.com/t/wRxii5Y9d As you can see in the image, I am the one who created the articles so I'm confused as to why i cannot modify them. The two Admins above cannot access them either. So who can? Can it be fixed? Thanks Buddy
Ticket Customizing issue
I have made some layout changes to what we want to see in our tickets. But when I open a new ticket as a new user I see basic type information and not what we want. When I go to re-edit the information it does appear. So how can our changes be applied to the ticket. We do not want the customer to select a template. Thanks
Update ticket with values coming from the Account
When a ticket is created I'd like to update a Ticket's custom field with a valu coming from an Account custom field. Something like that: When I a Ticket is created Look for Account_Type value (in Account) associated with the Ticket_Account (in ticket) Update Ticket_Account_Type (in ticket) with Account_Type value (in Account) I was thinking about using a workflow rule, but I can only assign static value, not dynamic values... I also looked at the custom functions but I'd a beginner and can't
Deactivate Zoho Desk Account
Hello Team, I have created a test account under https://desk.zoho.com/support/qupme but I want to deactivate my account from it so I can setup a new one with my original business name (LOOPTREND) Thank you
Portal Error
I am trying to connect Zoho Bigin with Zoho Desk but I keep on getting the same error message: Sorry, this portal has already been integrated with another account I cant fix it as I dont know how to create a different portal or disconnect the existing one from where ever it is connected to.
Is it possible to retrieve a deleted Custom Function?
When removing tickets, contact, etc, these can afterwards still be retrieved from the Recycle Bin for 60 days. Is there a similar function for items created and (accidentally) removed in the Setup such as a Custom Function or Rule?
Round Robin Rule is not working
I am stuck and dont know whats wrong... I have 2 Round Robin rules but only one is working.... The first Rule should assign Tickets to the "Pre Sales" Team, if "Account Number" (custom field) is empty. I "thought" that if i would make the Account Number field mandatory in the portal Ticket submit form, that all tickets which are created via portal will have the Account number. Therefore i can easily assign them to the Account-Team via round robin. Other tickets which are automatically created via
Customize the "Support Ticket" Form
Hi there, we are using ZOHO One and i would like to know, how I can customize the fields of the "Support Ticket" Form in the Helpcenter? (https://desk.zoho.eu/portal/xxxxxxxx/en/newticket) I want to add some custom fields to the form which are mandatory. I found a way to create different ticket templates, but i didnt found a way to customize the fields of these templates.... Can anyone help?
Help Center - Subsection Links redirecting to "content doest exist" page
Part of my help Center is private, the other part is public. thanks to the custom I created sidebar menu to subsections from the site and also have in content subsection links. But if a non logged in person tries to navigate to some of those subsections they get a "content does not exsits" page. Is it possible to redirect them to the sign in page the same way it works for articles? like this one : https://support.adomik.com/portal/en/kb/adomik/user-guides/data-engine
Edit standard modules widget text in help center
Hi, I'm trying to edit the standard module text widget in help center, but I can't see html/css sections like for header and footer. How can I edit it? I need to edit "Browse through our collection of articles, user guides and FAQs." and "View your previous tickets; know their statuses and solutions." I have to edit the bottom section with the question: "Still can’t find an answer? Send us a ticket and we will get back to you." Thanks
Jira integration - How is the reporter chosen when set to 'Automatic'?
When I add a new Jira issue and leave the Reporter on automatic, a Jira user is chosen as the reporter. What decides which Jira user is selected? Additionally, when the status of the issue is changed in Jira, a comment is added in Zoho. This comment is said to come from a particular user. Is that also determined by the 'Reporter'?
Signature for community members
Community members don't have the ability to define the signature which will be used in their posts. To use my own example, I'd like to be able to add the same signature to every post that I make. At the moment I'm copy pasting the custom HTML code I've created every time I post. This is time consuming and having the ability to define a signature in my profile would be helpful. Best regards, Mladen Svraka Zoho Certified Consultant and Authorized Partner Email | Web | LinkedIn
Ticket EM #1
Cliente solicita que se quite el IVR configurado el día feriado a la operadora. Pregunta si es posible enviar notificación al correo de cuando hay una llamada entrante. Actualmente le notifica las desviadas o perdidas.
Desk Digest
We would like to encourage user engagement with a Digest of the activity happening in Desk Community. I think a weekly option would be more than efficient. Right now we are having to do it manually if we want to do it. All we are looking for is a simple email featuring the top posts for the week and perhaps the new articles published in the Knowledge Base. Would anyone else find this useful? Thoughts?
Integrate Office365 with creating helpdesk users?
Ive just added the office365 extension which allows for contacts to be added and agents to be added directly from office 365. Could this be implemented with Knowledgebase Users allowing the admins control over who gets access and being able to add users in bulk? Use case would be admin adding all office 365 users (everyone in company) to the knowledge base and allowing them to login with 365 credentials. This means the admin can do this in bulk rather than waiting for a user to signup etc
How to check which agent is in charge in the help center
When a customer checks the status of a ticket in the Help Center, can I see the name of the agent responsible for that ticket? I remember having such a function in the past, but I have not found it.
Order(s) view on Zoho Desk
Hello, I want to see the customer's order information within Zoho Desk. We have 2 online stores-- Amazon and Shopify. I see the Shopify orders on Zoho CRM because I integrated it to Shopify but I was hoping that it would send and sync the data too to Zoho Desk since I integrated Zoho CRM to Zoho Desk. How do I configure it? If I need to use Zoho Flow, can you help me with the correct way to map it out? When I choose Fetch Contact, it does not include the Order Number nor the Sales Order field. Please
Can't find to remove NoIndex for my knowledgebase articles
For every article, in the SEO section I couldn't find NoIndex option. I wanted to index that on google but in search console it says, content has been restricted for search engine with NoIndex tag. But as per your article https://help.zoho.com/portal/kb/articles/search-engine-optimization-for-help-center I couldn't find NoIndex option in the article editor.
Can I auto assign ticket follower with a workflow rule?
In my Account section I have a Custom field called CSM with the name of a CSM, and all my CSM have Light Agent profiles. I'd like to auto assign this light agent as a follower of the ticket. Something along the line of "if 'Account CSM field' = 'Light agent name' then assign 'light agent' as a follower of the ticket" Is that a custom function you can help me with?
Integration with Zoho Subscriptions
Does Zoho Desk integrated with Zoho Subscriptions? I wanted to see my customer subscriptions details in desk, when i receive tickets from them.
Upgrade plan and use credit
Hi I would like to upgrade my plan to next level on an annual basis, and use the $162 credit that i have. How can i do that ? As i tried changing the plan, and it only allows the monthly option.
Ticket Acknowledgement Reply to Customers
Hello We have enabled Notification for contact when Receiving a new ticket, however, we are a Shopify App and receive lots of support request which is sent to our support email from noreply@Shopify.com, replyto headers in the incoming email is set to customer's email address and not to noreply@shopify.com but It looks like Zoho desk sends the notification to noreply@Shopify.com and not to the replyto email address, Is there any way we can change the Zoho desk to send acknowledgment emails to replyto
Approval Process for new Contacts
Currently when a new contact sends a question to our support email and it doesn't match a contact in CRM / Desk, a new contact is created. Ex: John Smith sends a question to our helpdesk through his personal email rather than his work email. Since his personal email does not match any contact in our CRM or Desk, a new contact gets created in Desk. Is there a way that I can catch this email before a contact is created in Desk, reassign it to the contact we have in Desk / CRM, and then continue to
Default or Enfroced Column Layouts and Views
Hi, I'd really like a way to enforce some consistency across all agents and all departments: - The same view to be used (for example, 'Table' view) - The same columns and column order for each view - Remove ability for users to customise their view Is any of this possible? At the moment it seems I have to login as each agent to setup their views and column layouts, across all the departments of which they are a member. Thanks.
Request: Be able to pull user data from the Help Center so they can approve tickets
It would be useful to have users in the help center be able to show when selecting an approver as they dont need agent accounts but depending on company role, need to approve user requests in a ticket. This or be able to have a custom dropdown list where you can enter emails and when selected in the ticket it automatically sends an email template to the selected email for approval
On New Form Submission, the Checkbox Field has the Checkbox Below Label Instead of Next to it
Hi Zoho, For new ticket submissions, the "Checkbox" field has the actual checkbox below the label. This is really awkward and not how any modern checkboxes work. Can you please allow the checkbox to be directly left of the label, which is standard for any website. This is what it looks like for users inputting a new ticket:
To remove 'agent' login referece
How to remove the reference to 'agent login' in the customer portal?
Manage TO: field in Zoho Desk custom function (deluge script)
Hello, I need to manage TO: field on my deluge script. I'm using a dozen of incoming mail addresses and I need to know what address the customer writes to (i.e. support@myaccount.zohodesk.eu or payments@myaccount.zohodesk.eu ) Currently I have created 1 rule for each support mail address, but I would use a single custom function / deluge scripts. Could you help me?
Can we create a Landing page once user/agent/ceo logged in?
Hello, I need a landing page when the user going to logging. Thanks, Murali
ZOHO BASE DE CONNAISSANCE / KNOWLEDGE BASE
Hello, the link for the knowledge base accessible to our customers no longer works. When we charge a page, there is the following error message: We'll be right back ! Our service is temporarily unavailable. We are currently working to restore it.You can find attached to this ticket a screenshot of the problem. I often have this problem when I look for pages in English, but this is the first time I have this problem with French and English. Thanks for your help, Cheyenne Leclere Emprez
Pop up
Hi, when I receive a call does the application need to be opened to register it? If so, then it does not happen and what should I do? Thanks
Mails sent from Desk to Gsuite reach spam
472/5000 At Merlin Data Quality we use Zoho Desk. When a ticket is generated, an email is sent to our support account from the following account: "sup ... @ asesconsulting.zohosupport.com" It never reaches the inbox since it is marked as SPAM. I was consulting with Gsuite support and they told me that I can add the IPs of their SMTPs so that they are not marked as spam. Can you tell me these IPs? Thank you very much in advance. Regards,
Video playback issue in KB articles on mobile Safari browsers
We tried to browse and play the embedded videos on different articles with the Safari browser and they are not being played back. On android devices there aren't any video playback issues. We tried this with 2 different iphone devices which have the latest version Safari browser. When you select a video and press on the play button then the video looks like to be starting but immediately stops.
multiple end users to Customer Portal welcome email
3 questions: weve just completed a project and i want to add it to our Help Desk tracking system. the only way to send out a welcome email with the invitation to log in and enter a password to get started with the Customer Portal, is for me to submit a ticket. 1) is this correct? this is the ONLY way to send a credentials email to a customer/account to interact with Zoho and the Customer Portal? most of our accounts have several end users who should ALL have the opportunity to submit a ticket.
Zoho Desk Community Digest - June 2020
New Features of the Month Now Contact account multi-mapping option is available for all themes. Previously, this was option was only available for Elegant theme. Croatian and Slovenian languages have been added for Help Center Marketplace Updates Introducing SugarCRM and 3 other Zoho Desk extensions Other Enhancements In your community, you will now be able to add a "Vote" option for the topics added under "Idea" topic type. This option is available in list view and detailed view as well. In
Prevent Contacts without Account from Syncing to CRM
We’re using the 2-way sync between Desk and CRM. Works perfectly 95% of the time, but occasionally we get new tickets via email that also create a new Contact. The new Contact is not associated to an Account, but still sync to CRM automatically. In our organization, we require an Account. Is there a way to prevent contacts with no Account association from syncing to CRM? Ideally we give the agent the ability to associate the Contact to an Account before it syncs.
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