Zoho Support for Desk - NOT GOOD
We have been using Zoho Desk for some time now and for basic tickets its been good. But when I try to talk to their support on the phone (yes on the phone) the results are not good to say the least. There is a huge language barrier combined with a poor connection or background noise on their end. For a product that seems so robust and developed why is it they have this issue?
Add Light Agent to view access to limited tickets only
We have sort of a weird workflow that we wand to accomplish. We are bringing in an outside consultant to review any of our tickets where our approval amount is over $500 (just a custom field, call it field X). We don't want to give this individual access to all tickets, just tickets in our organization where field X has value greater than $500. We need this person to be able to write private comments but be view only besides that. Light Agent works great, except....I can't figure out how to limit
Introducing Github, OnePage CRM, and 4 other Zoho Desk extensions
Zoho Marketplace releases Github along with 5 other Extensions for Zoho Desk. Here's a list of all new releases for Zoho Desk, April 2020. Get more from your Zoho products with extensions from Zoho Marketplace. Github for Zoho Desk Powered by Zoho Flow
Auto- reply email
Hi, Can zoho setup an auto-reply email by specific keyword? eg when sender email contains word 'training' will auto reply on all information about training.
How can I change language for my client help center?
Hi, I want to change language in my Help Center for client. How can I do it? Thank you!
Unable to process your request
Hi, Non of our users can access Zoho Desk. It's gives the following message: "Unable to process your request" The browser tab also shows 'Insufficient priviledges' What can we do? We need access urgently
How are business hours handled?
Can i use a different notification template for outside business hours, containing info on the opening hours instead of 'we'll contact you soon' ?
Where to start? Guides how to setup Desk for helpdesk tickets
Hi there, I must be missing something really basic here but I can't find a guide that give you steps how to setup Zoho Desk. I'm testing the free version of it as I forgot to test when it was on trial, but no email that I sent to my designated zoho desk arrives and create tickets. I'm a bit lost here, no guides on youtube how to setup from the beginning, also knowledge base doesn;t have anything like that. Can anyone put me in the right direction please?
Response due date fulfillment should take public comments into account
Hi, The "Response due date" fulfillment should also take public comments posted by the agents into account, not only sent emails. Currently you are forced to send an email to fulfill the SLA. Best Regards Daniel
Viewing closed tickets?
Sorry for something that must be simple... when I select the Closed Tickets view, I get an image saying "There are no open Tickets in this view". Well duh, but I can't figure out how to see them.
Using a single department for a number of clients
We have a plan of using a single department. All our clients which use this department to create tickets. There are multiple teams who would be handling the tickets. a) All agents belonging to the department gets an email notification. Some may be relevant to them and some may not be. b) if their are 5 clients and each sending an 10 tickets a day to a particular department. How is it handled? Does it not become cumbersome? c) All users of a particular account ( Client A) should be able to see tickets
How do I use multi-branding with help center emails?
I am finding that the "Resolution" email sent to the customer, along with password reset emails for a given help center, use the default "Company" information. I would like to be able to customize these on a per-department basis (for the resolution emails) and on a per-help-center basis (for the password reset emails).
Load Gmail Spam Messages into Zoho Desk Spam View
Right now if you hook up a Gmail account to Zoho desk for incoming emails/tickets, messages flagged by Spam in Gmail are ignored by Zoho. Separately, Zoho desk has its own spam filter to identify and mark messages as spam. It would be very helpful if there was a way to have Zoho Desk import messages that were marked as spam from Gmail (or other mail services like Zoho, Microsoft) and put them straight into Zoho's spam view. That way we could see and find them without having to look in multiple places.
Table view just got better!
Almost a year ago, we released a new layout for ticket viewing in Zoho Desk in the form of “Table Views”. It gave your support agents an array of field level information that’s easily accessible from the ticket listing screen. Back then, a lot of our customers wanted the ability to sort their columns in a table to reorder their ticket listing at their convenience. Our product team assessed all your feedback and put it on production. We are happy to introduce the ability to sort columns in Table
Creating stand-alone user profiles before SSO
I would like to set up SSO for the Support Portal in the future, but as it takes a lot of development on our end and will take some time to add it to our roadmap. I'd like to create profiles for some of my end users right now so they can start using the knowledge base. If I do create profiles manually today and ask my client to log in manually, will I be able to set up the SSO for those same email credential in the future?
Data Sharing permission now include Teams!
Last week , we released an update to the Data Sharing settings in Zoho Desk. Data sharing is used to organize data (Tickets, Accounts, Contacts etc.,) accessibility between Agents based on the Role hierarchy that is configured by the administrator. This recent update enables you to make use of this feature based on your Teams configuration as well. We consider this could be a major change for accounts having both these configurations (Teams & Data Sharing) in place. We request you to go through
Gamification Reports
We would like to be able to see who is our most engaged users. We would like to know who is on the leader board with our gamification. Seems like that is a feature that is missing.
Voicemail to Ticket
Can we do voicemail to ticket?
My Open Tickets Missing Populated Data
I need help. For some reason when in My Open Tickets (table view) information that is populated on the ticket is now showing up on the view. This just recently started happening. It works fine in any custom created views, but not the canned views that are defaulted in. Any ideas what could be causing this issue? The black boxes are populated with data but are redacted to insure the privacy of our customers. Example: Yellow fields showing as blank but the ticket has all of this information on
Field Not Displaying in Field Permissions for Specific Profiles
A specific field is not displaying in the field permissions for a specific role. In my case, I would like to configure field permissions for the "Complexity" field for the "Supervisor" profile, however the field does not display in the list. It displays for other profiles, though (screenshots attached). What would cause this?
Add Private Comment via custom function
We want to use a Supervise rule to input a public comment on a ticket after certain days of inactivity. Can you please help provide with the code to create and input a public comment on a ticket?
Searching & Modules
When searching in Desk using the search bar or "/" key, it searches the current module you're looking in. However, in order to find what I'm looking for, me and my team have found that you need to select the "all modules" in order to see tickets in the past, and other results. i.e, there's a lot of tickets that don't fall underneath "tickets", but are only found in all modules. These are recent tickets, too... talking within the last month or so. What's the news with this? Are they moving out of
SLA changes every time customer responds
We sort our tickets by which ones are closest to SLA. One issue we have currently is that every time a customer responds to their own ticket it updates the SLA even if no agent has touched the ticket. Example: If we have an 8 response hour, if after 7 hours we have not touched the ticket, but the customer responds, it will extend the SLA another 8 hours. A few times this has happened multiple times causing us to not notice the ticket for several days because the customer kept responding (as it was
How to display Subsections in Help Center KB page view
Hello, We are using the 'Elegant' theme for our help center. Our KB is organized into Sections and subsections. When we view the main KB page, we see section headers and all the articles in the subsection to that header. Instead, we'd like to see the subsections displayed under the section instead of each individual article. Subsections are only displayed once we click on the section header. Any ideas on how to obtain this view? Thanks!
Password reset email broken
Hello, Recently it has been brought into my attention that the password reset for the community forum is not working. I tried it myself and the automated message I get on my email looks as presented on a screenshot. There is only a logo and name of our company and the user's name rendered, the rest of the message is just some placeholders. There is no pasword reset link. As I understand, there is no way of customizing this message so far, so I request your help in fixing this.
Cloud based file url as attachment in tickets
We would like to record file links to cloud based files (Such as Zoho Workdrive, Google Gdrive, Microsoft OneDrive, Dropbox etc) as attachment records in tickets. The lack of this feature affects us especially for files which are bigger than the current attachment size limit of 20 mb. When we have to attach such files to tickets then we can't use the "Attachment" section of the tickets but rather have to create a comment into the "Conversation" section of the ticket and insert the url of the cloud
Adding Account Name
We are in need of the ability to add the account name either at sign-up or worst case scenario, after they have registered in their portal. We are a company that doesn't give support without knowing who the company is and matching it up in our sale or trial records. Not having the customer able to give this information is creating huge problems for us.
Virtual Waiting Room or Virtual Queue
HI! You guys keep getting better and better, however, I was wondering if you guys have a plan or if there is any app that has Virtual Waiting Room or Virtual Queue abilities, either after submitting a 'Case / Form / Ticket' on Zoho Sites or Zoho Desk? I am trying to make a web based call center with a specific service that someone can come and request the service and then they can be put into a queue (Round robbin to an agent) while simultaneously have the client viewing a 'virtual waiting room
Is there a way we can redirect to my Knowledge Base with my ASAP user credential?
Hi, We have enabled both ASAP add-on and Remote Authentication. We can see knowledge base articles with ASAP add-on and login with Remote Authentication separately. But When we want to redirect to our protected knowledge base article with link button on top right, it ask me to login again with remote authentication again. And after login, it redirect to Home page instead of the article I would like to access. Is there a way to fix this to avoid this redundant login step ? Thanks.
RingCentral Call Transfers Dropping
We use the RingCentral integration, and we have an issue where our users are reporting that when a call gets transferred to them, it only rings once and before they have a chance to hit the green button and answer the call, the call drops and says "missed call". Apparently this happens every time.
Hide Ticket Submit unless logged-In
I am working on our Help Center and would like to be able to not allow ticket submission unless logged in maybe even strict it down to the contact's role. The goal is to have the account admins and owners be the only ones that can open a ticket. Is there a way to do this either just hide from the non logged in parts of the Help center to tie it to a contact role?
Crm custom TAGS
Hello! We are shaping the desk client portal, and we want to put several articles in the knowledge base. Is it possible to create an article with crm TAGS? we want when the customer sees the article they can see a setup manual and put their username and password A greetings
Add New Rich Text Field
I really need to have rich text formatting for the resolution field. If this isn't available, is there any way to do this or to make a new rich text field in the ticket template? Can someone point me in the right direction?
Restrict user group from community
Is it possible to restrict a user group to access the community?
Relate the Custom filed in the Contact Module to the User Portal Profile
Hi, I have an idea for the custom field in the Customers module. We would like to share the custom filed in the Customer module should visible in the user portal profile so that the portal user can update their information in the portal profile, agent will be free for updating the customer profile data.
All emails are tagged as spam eventhough spam detection is disabled
We are unable to receive any email as all emails are being detected as spam. I have disabled the Automatic Spam Detection and we still are not receiving any emails. I've had my colleagues cc me on the test email they send and it would seem that all is being blocked at the moment. it is not our email that is causing this email as the mail failure message shows the address of the zohodesk support email address. Below is the message from rejection email. i changed the address to redacted to protect
Desk Contact - single email - multiple accounts
Hi, We have this situation, and happens with a number of contacts. The same client is a Desk Contact on multiple accounts (with the same name and email), but I would like for Zoho to choose the correct company based on the product. In CRM, i have this: - Melvin Caruana - melvin.caruana@companyA.com - Company A - Product 1 - Melvin Caruana - melvin.caruana@companyA.com - Company B - Product 2 How can I set Desk so that a ticket for Product 1 is opened, the contact of Company A is selected, whilst
Announcing SMS and MMS Tickets Support with Plivo for Zoho Desk, Automate SMS with Schedule & Workflows
Greetings from Ulgebra, We have published our new extension, SMS, MMS Tickets with Plivo for Zoho Desk in Zoho Marketplace. About Plivo : Connect and engage with your customers globally. Thousands of customers rely on Plivo to deliver better customer communications globally at much lower costs. Checkout the price comparison here. Send and receive SMS messages from within your Zoho Desk ticket view. Receive SMS and MMS from your customers sent to your dedicated number as tickets
Announcing Calendly Events & Appointments integration with Zoho Desk
Greetings from Ulgebra, We have published our new extension, Calendly Events for Zoho Desk in Zoho Marketplace. About Calendly : Find the perfect meeting time with super easy online appointment scheduling software from Calendly, and say goodbye to phone and email tag. It's super easy to use. Support agents can now view customer appointments booked on Calendly as events in Zoho Desk. They can also send out Calendly appointment links from a Zoho Desk ticket so that customers
Allow CC'd users to view ticket on Portal
In my testing it appears that if a users creates a support ticket by emailing it in and they also CC other people, those other people are not able to see or access the ticket via the Zoho Desk portal if they login. Is there any way to ensure that all users who are CC'd on a ticket are able to access it via the portal? The "All Tickets" vs. "My Tickets" implies that there should be a way for this to work, but at least in my testing it does not.
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