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.
Blueprint Disappears from browser, restart of browser fixes
Has anyone else experienced an issue with Blueprint where the agent will not see the Blueprint section at the bottom of the window, and the Blueprint is still applied to the ticket. This keeps them from advancing to the next step of the Blueprint. The agents will restart their browser, and usually it comes right back up. Other times they will restart a few time and then it appears. They tell me it happens "often", so probably 1-2% of tickets. Everyone is using Chrome on a Mac.
Multi-Channel Tickets support in Zoho Desk
Greetings from Ulgebra, We have released a new extension, MessageBird Multi-Channel Tickets for Zoho Desk in Zoho Marketplace with integration of MessageBird. Using this extension, customer messages from various channels will be converted as tickets in Zoho Desk. Ticket replies from agents will be automatically sent as messages to customers. Few of Supported Channels: SMS ( Incoming free ) Telegram Instagram Facebook Messenger WeChat LINE Features: Multi-Channel support Automatic
Signed up for free edition of Desk but got Standard
I wanted to sign up for the free edition of help desk, but I'm on a trial of standard. How do I switch to the free version so I can test it and see if it will suffice for what I need right now? Thanks.
Intercom intergration - Priority
Testing out the intercom integration and noticed that it created a new priority 'medium', and whereas I already have one named 'Medium' (capital 'M'). V. small issue, but creates confusion. Can this be amended?
Duplicate Tickets Creation
When user user replaying our email which the subject already included the ticket id, whe it got push into Zoho Desk it sometime recreate them as new ticket rather then update existing tickets.
Ticket resolution time
Hi, in the reports how do we eliminate the non-business hours from the ticket resolution time.
Running customer facing help desk + forums
I just subscribed to the Zoho one trial but I am sort of lost here with so many options. 1. Is there a zoho product that allows me to run a help portal for my customers, exactly like https://help.zoho.com ? 2. Is there a customer facing forum functionality ? Thanks.
Intercom integration - issues and ideas
I'm testing out the intercom integration, but got a list of suggestions: The subject should be editable before creation Currently, all the opened tickets come with a default subject 'Intercom conversation with Melvin Caruana', which is completely vague. This requires the agent to get to Desk to update the subject and all. Priority: As per https://help.zoho.com/portal/en/ticket/38803136, all tickets get created with a new small 'medium' priority, which again, should be editable at creation time. Comments:
Zoho Desk now integrates with Zoho Inventory and Zoho Subscriptions
In an e-commerce business, customers are likely to reach out to support when they need help placing an order, tracking their shipment, or creating a return request. To be able to answer these requests, support agents need context about internal supply-chain processes—information that is often contained in your inventory management software. If you use Zoho Inventory to manage your orders and shipments, then this announcement can be of great value to you. Zoho Desk now integrates with Zoho Inventory,
Zoho Desk and Azure SSO issues with access to aad Graph
I have a trail of ZOHO Desk Enterprise as we're trying to figure out if this will work as a replacement for our helpdesk software. I am following this walk-through https://help.zoho.com/portal/en/kb/articles/setting-up-saml-single-signon-for-help-center#Microsoft_Azure_AD Some of the documentation seems old and doesn't seem to match current azure settings. Here's where I'm at. When I try to sign in we get this error: AADSTS650056: Misconfigured application. This could be due to one of the following:
Ticket Status Lifecycle Extension Error
This extension is not being loaded since a few days. I've waited for it to be sorted out by Zoho. Could you please check this issue.
Knowledge Base article formatting issue
I published an article with several tables formatted, when I publish it for Agents it displays fine, the entire span of the tables display but when I publish for registered users, they are all cut off. I've tried reformatting it and adjusting the HTML but nothing works. any ideas? Agent display: Contact display:
Create a distinguished system notification for replies to closed tickets
We do receive system notifications when an open ticket is modified, replied to or touched upon in some other way. After the latest update the system reaction has changed to not re-opening closed tickets for replies to them. We require a distinguished system notification for such circumstances which should be able to be set as both a "Team" and an "Agent" notification. The current email and sms notification settings are not sufficient to warn the agents about these events. Agents may not read or focus
Weird behavior of Desk portal community tab in mobile view
Namaskaram Desk team, we have facing something weird in the mobile view of portal ( Help Center ) , we doesn't enabled the Community access for our portal. In the Desktop view its working properly. But in the Mobile view 'Community' tab is shown. Because Community is not enabled for this portal, it's a potential security issue. When clicking that tab, an error message is shown. Desktop View Mobile View Error Message Crafted with ❤️ Zoho Gurus | Zoho One Practice Team @ CubeYogi Zoho Authorised
Unable to process your request
Good morning! I am going back through our tickets and updating missing fields like product and due date. i have done around 30 and now when i try to amend the due date to have data in the field i'm getting unable to process your request. Is there a limit on updates?
Non-spam email addresses always marked as spam
Hi, Firstly - I have lots of emails in my spam folder from the same email address. When I click on 1 of these emails and mark as 'not spam' - I get an option to 'unmark the existing tickets from this contact also as spam'. If I check this box and then click 'ok', i'm expecting all other tickets from the same email address to be auto marked as not spam also. But this doesn't happen and the emails remain in spam. Am I doing something wrong here? Lastly - how do I whitelist an email from ever going
Zoho Desk and Jira integration not working
Good evening. My name is William and I'm a Support Manager at my company, where we use Zoho Desk integrated with Atlassian's Jira. Everything was working perfectly fine until earlier today - my agents could open Issues on Jira from Tickets on Zoho Desk normally but now we're seeing the message: "Something went awry in the Issue's property fields. Please recheck and try again." as in the printscreen attached. I have made no changes in Jira (and we use a Server Version, therefore it will only update
Signature in "Send As Email"
Hi there! Hopefully I'm not missing something, but it seems that agent signatures are only added to replies to tickets. There doesn't seem to be a way to have the agent's signature show up in outbound emails for newly created tickets (When you click 'send as email'). Is there any magic way to get agent signatures included in these emails?
Custom Views
Why can't we set up Custom Views for All Departments?
Sharing ticket
How can child department closed the shared ticket from the parent department ?
Users are not seeing all of their tickets in the portal
We have some of our customers that use the portal and they are reporting that they don't see some of tickets in the listing in the different sections. If they search for the tickets they are able to find them but they want them to be in the listing. Is there a way to control this or do you know what tickets show up in the list? Is there a way for me to go in and view the portal as a customer? Thank you
Hyperlink for community side panel
Add an option to insert hyperlinks to community side panel so we can publish external sites links related guidelines, terms etc. Setup > Community > Categories > Edit > Description (zoho may not need to offer toolbox to insert hyperlink. basically allow to add HTML code or markdown) Note, currently we can add website links and it display as text(issue too) but hyperlink save space than long site URLs
New agent can't access the Parent-Child ticketing extension
A new helpdesk agent has started working with us and we have created a new profile on the current PC for him. This was the only change on the OS and in Desk but this agent is not able to see the contents of the Parent-Child ticketing extension. Is there anything that we can do by ourselves to solve this issue?
Linking Tickets (duplicates, related, repetitive) for EU DC!
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. We have some consistent issues that are affecting customers in different ways, but are related to the same thing. Grouping them would be very helpful. this feature would also allow us to group duplicate tickets, aswell as repetive tickets that can be considered as duplicates to.
YTD
Is there a year to date function for reporting purposes? Also, is there a current year or current month?
Assignments rules
Hi all, I want to setup this kind of assignment rules, is that possible ? If the ticket is received and not assigned within 5 minutes, I want to auto-assign it to a specific team. I am looking at the list of criterias, but can't find what I need Thanks for your help folks !
Deprecating support for the default help center theme
Over the last couple of months, we've made significant changes to Zoho Desk's Help Center. The new enhancements let you customize widgets, build your Help Center block-by-block and selectively display or hide tabs. We now offer not one but four distinct themes - Elegant, Materialize, Flat, and Classic. More information about these changes is available here. We've noticed that many customers still use the outdated default Help Center theme. To make better use of our self-service features, you will
How to open Zoho ASAP Addon to the Zia bot tab
The developer documentation has instructions on opening a specific tab within the ASAP Add on https://www.zoho.com/desk/developers/asap/#apptab-the-addon But there is no mention of how to launch the Zia bot tab. Please advise Mitul
Passing a value in Model box
Hi, I am trying to call a model box, In that I need to pass a value from app.instance.model and need to get that value in model page. Please help me to get the value by using model box.
"Advanced Ticket Filters for Zoho Desk" : Sorting Options
The filtered out list requires some sorting when working on the resulting tickets. Please consider adding some sorting options to this list. Date and time options such as "Creation Date", "Last Reply Date" are mandatory but of course it would be nice to also have some sorting options from the filters directly used in this extension.
"Advanced Ticket Filters for Zoho Desk" : Incorrect "Status" filter behaviour
The "Status" field should only present the values belonging to the selected (active) department. At the moment it presents all the values belonging to all of the departments.
Connecting Gmail email address to Zoho support email
Is there any way to enable the POP for the support email in Zoho Desk so that it connects with our companies support email?
Help Center not working
Why am I getting this blank page using the new themes on some computers when I try to go to our Help Center page? On exactly the same PC another Help Center with the old theme is working perfectly.
Multilingual Help Center : Category Sections are displayed incorrectly
A multilingual version of an article gets directly placed into the first section/sub-section/sub-sub-section (Category Tree Location) when it's being recorded. You then have to edit the article one more time and fix its location in the KB for it to be placed into the correct section location. Also the article is being displayed in an incorrect location when you later on try to edit it even it's being correctly published and located on the Help Center. PS : I haven't edited any original English articles
"Print Tickets for Zoho Desk" extension : The printout format is different than the advertised screenshots on the Marketplace extension page
Print Tickets for Zoho Desk Our printouts do not include any text formatting (such as line spacing, font size, font color etc) from the original ticket threads. The advertised screenshots on the extension marketplace page do show that the printouts also include almost all of the formatting including line spacing, images, font size, font color etc. This extension is a crucial one for us but the outputs make the printouts almost unreadable. Original Ticket Thread Printout Format
Need a Column for Total Logged Time
I'd really like to see a column for Views that shows total logged time. Many of our tickets are time and materials. I'm usually not going to bill out 15 minutes until there is more time to bill out, but I sure as heck want to bill out 4 hours. But there is no way I can see this critical information without opening every ticket, I can't even find it in reports. I am attaching an example screenshot of what I am requesting. Without doing something custom, is this possible now? It would also be nice
When We Add a New "Required Field" to Our Layout for customer to fill out, it now becomes required for agent
We are trying to add a new field for our customers to fill out when they are inputting new tickets. We have made this field required. The problem is that it now becomes "required" retrospectively for all tickets that are in the system. Therefore, when our agent goes to update an older ticket, he is now required to fill out this new field before saving. The problem is that we don't have that information, only the customer has it. The question should only be required on new tickets when a customer
Why can't we send out Help Center Portal invites to Agents
We have set up a department to approve change requests and want staff who are not members of that department to be able to see the tickets they submit. How can we enable them to see the tickets in the customer portal
Multilingual Helpcenter : Article Format Locking
We need to be able to lock the formatting of the articles in case we invite our distributors to our Help Center to translate the articles into their languages. Most people don't know how to edit forum articles and they also may want to change the layout of the articles. We want them only to translate the text strings. Please consider introducing a way to lock the attributes of articles such as page format, text format, heading type, article contents such as images and attachments, text and content
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