Web Form or Ticket Templet
good day all, I am trying to create a collection of forms based on the type of request, and open a ticket as its submitted but don't seem to be able to accomplish this with either a web form or a ticket template. e.g. - a form request to add a new employee - a form requesting access to the wireless system - a form requesting a phone code of course the ultimate solution would be to have this form go to the appropriate manger for approval. Any help or ideas would be greatly apreciated. Thanks Rudy
HTTPS certificate not valid on knowledge base portal
Hi We requested 2 times already for our domain: https://kb.arinto.be/portal/home to be put on a proper working certificate. At this current moment it's still invalid and not secure. Some of the support guys said this would happen in a few business days.... Our customers need urgent access to this portal and some of our clients dont want to access it without a proper cert! Can this be made a proper working SSL certificate? Best regards Yeni
Tagging Agents in Comments
Hi One of our agents has not been received notifications when another agent tags them in a comment on a ticket in Zoho Desk. We've tested this on multiple tickets and they have not received any notifications. They are however, still getting notified when a ticket comes in. Do you know of anything which may be causing this? Many thanks, Emily
Alert Filtering
It would be really nice if there was a way to filter your alerts. I add notes to a lot of other user tickets, but I do not want alerts every time that ticket is modified afterward. If I could either filter those alerts out completely, or have some way to split the alerts into categories, that would be a big help. I am basically at the point that I get so many alerts every day, and 99% of them are trash that I do not need to be alerted to. So when I actually get a legit alert, I miss it because I
Zoho Desk Web Form breaks hero image on page
Hi there, We've setup a Zoho Desk web form on the site linked below: https://testmybackups.com/cloudberry/support/ When we place the form code into the page, the hero image at the top fails to display. When we remove it again the image loads as expected.
Notify me when a response is made
In the Zoho Desk community, when someone adds a new topic, there's an option at the bottom that says, "Notify me when a response is made." This option defaults to unchecked. So when someone adds a new topic or comment on an existing one, by default the user will not be notified of new responses. Obviously most people forget to check this box even if they want to be notified. I can't think of a reason why a user would not want to be notified about responses to their new topic, that's why the posted
Can i host a instance of zoho locally
Hi i was wondering if we could host a instance of zoho locally . We are based in south africa .The reason for this is to comply with our POPi act (date protection regulations ) what would the cost involved be ?
No Option to Create Custom Views
We trying to create a custom view in the Customers area, per this KB - https://help.zoho.com/portal/kb/articles/predefined-and-custom-contact-views. We do not have the + option in any of the Custom View areas.
Mass Email With Custom Parameter
Hello, I have a group of contacts that have multiple items assigned to each contact. I'd like the contacts to update the availability of these items. I'm attempting to send a mass email to all contacts with a link that filters the report of the item to show only the items associated with that contact. I'm just getting used to Zoho. In normal code I'd: Loop though all contacts, get the ID of the contact, generate a URL and change a URL parameter such as https://creator.zoho.com/appbuilder/name/form/listItems?CONTACTID=#
Zoho Desk Knowledge Base scrolling issue
When browsing around a Zoho Desk knowledge base from the public portal, when you click on a category the page stays scrolled to wherever it last was. This is confusing and not user friendly because if you're clicking a category that's low on the page, the content loads at the top (out of sight) and the user sees nothing. To the user it looks like the page is blank unless they know they need to scroll back up. The system should scroll to the top automatically when a category is clicked because the
Mass Updating Accounts
I have a client that handles a huge customer support load through Zoho Desk. One Account may have 50+ contacts, with new ones being added each day. They'd like to be able to mass select tickets and associate those contacts with an account. I know Desk can't currently do that — is that something you have on your roadmap moving forward?
ZoHo Desk, Community: Posting with picture results "maximum charcters reached"
Hello If I make a Posting in the ZoHo Desk Backend (admin) with a picture inside, then the System generates a errormessage en don't publish the posting. What do I wrong or can I set the maximum to another value? Best regards, Markus
Yandex does not index Zoho Desk knowledge base and forums
Hello Zoho, Since we started our tests of the community KB and forums we notices that Yandex does not recognise your pages. It can be a problem of Yandex but it also a problem for us as we do not receive the traffic we need. The issue is that you use SPA (probably) and Yandex doesn't execute JS-code. So it does not read the pages. The problems is applicable for both KB and forums. I kindly ask you to find a solution or we have to find another solution. Our competitors are having 2x more traffic than
Tags - Dropdown list of available tags
To tag a ticket, it appears the only option is to begin typing and then select from the options that appear (or create a new one, if needed). Is there any way to see a list of tags that have already been created via a drop-down list while in a ticket? The only way I have found to see existing tags is to click into the tags tab, which then takes the user out of the ticket being worked on.
Not receiving re-opened ticket email notifications
If we close a ticket and a client responds, thus reopening the ticket, our agents are not receiving an email notification. Has there been a update to Desk that has chnaged this process? It only seems to be happening today.
resolution update email
I would like to find out if it is possible to have zoho desk send a tickets resolution update to both the customer (ticket contact) and also a supervisor internally?
Creating ticket views based on other table/layout fields
Our global sales managers want to view the tickets based on their sales regions such as Europe, MEA etc. I've thought that creating a new field on the account layout for the regions was the solution to create those views but later on found out that each functional section (Tickets, Contacts, Accounts etc) has its own data table setup and they aren't linked together. You normally market your products as having connected data structures such as in Creator. Take a look in the attached video file from
How do I turn off the ability for customers to add a Public Comment?
I for one do not use this feature at all. i have a select few customers that use the Portal to add to their ticket, and every once in a while, they post a reply to a ticket as a Comment. When a comment is posted, I get a push notification on my phone but I do not get an email. The comment is lost for me because of that. I wish to completely disable this feature, even for me. I just don't use it. Is there a way to at least disable it for customers??
Cleaning up your non-migrated live chat portals
In light of our previous announcements about migrating your live chat from Zoho Desk to SalesIQ, we have an update for all those who have not yet migrated to the latest version. We will be cleaning up all existing chat portals as on 1st June 2019. This is the last opportunity for you to migrate, so we urge you to do so at the earliest. If you do not migrate before June 1st, your old chat settings will be lost. To reactivate your live chat, you will need to integrate with SalesIQ and create a fresh
The contact card owner is being displayed as another user
Some of our contact cards which were created by a user who did quit his job are still being displayed as being owned by him even when we edit these cards and change the owner manually. When we enter the editing screen then we see that the owner is an active agent but the deactivated agent is still being displayed on the contact card itself.
cant add a new user
Dear Support Engineer, We added a new user, but he already accessed desk before we add his user. so when we add a new user and input his mail address into, the message " already this e-mail was signed up" and we couldn't add the user. What should we do? Could you please let us know the way to fix this issue? Best Regards, Etsuko Shirotani
Upgrade to the new SalesIQ live chat
We're happy to inform you that the new and improved chat solution for Zoho Desk, is now live! Powered by Zoho SalesIQ, this update runs both ways and lets you get the most out of live chat and insights, without leaving your helpdesk. If you're a CRM Plus or Zoho One user, here's a step by step guide to get you started. Follow this path within your Zoho Desk portal to enable live chat migration to SalesIQ: Setup --> Chat ---> Instant Support made easy. Clicking on the 'Try Now' option on the banner
Not Able to Login to Zoho Desk
I am not able to login to Zoho Desk after domain mapping for a site. Neither www.support.servicefolder.com is opening nor Zoho Desk page.
Zoho desk domain mapping not working
I have done the domain mapping for www.servicefolder.com and mapped to support.servicefolder.com See the screenshot above for your reference. Even after verified domain name, link is not opening and show This site can't be reached, see the screenshot for your reference. Please suggest me what to do.
Set Default Department In Help Center - Or Hide A Dept From Help Center
Hello, Our company has two departments. Departmetnt 1 is our main tech support dept and is highly used, while Department 2 is for more specialized purposes. In our help center, Department 2 shows up as the default department, so users often do not send tickets to the correct department and this causes problems for us. I assume this is because dept 2 is alphabetically before dept 1. Is there a way to set Department 1 as the default in our help center OR can I simply make it so that dept 2 does
Tickets which are being carbon copied (cc) between departments are being created twice on the receiving department
This problem has started to occur recently (this week) and we have only seen it on 2 occasions. When we reply to our customers we do sometimes keep our after sales department in cc to inform them of part shipments. 2 of these cc'ed tickets have been created twice on their list. We did delete both of the copies but I guess that I can take them back from the trash for you to investigate this issue.
Custom "Closed Ticket" Notifications for Different Statuses
I have a client with multiple ticket statuses that would like to customize the "Ticket Closed" notification for each status: e.g. If Ticket A is in Status A and is closed, send Notification A. If Ticket A is in Status B and is closed, send Notification B. I'm accomplishing this by turning off the "Closing a Ticket" Contact Notification in the "Notify" tab and creating multiple workflow rules for each status. Will that break anything?
Melange de requêtes
Bonjour J'ai 2 requêtes 65760 au nom de m Barateau et une autre 60744 au nom de M Barreau : or dans cette requête (celle de M Barreau) j'ai des éléments concernant M Barateau !!! D'ou ma question : y a-t-il possibilité de prendre certaines conversations de M Barateau qui se trouvent dans la requête 60744 pour les mettre dans la requête de M Barateau (requête 65760) Cordialement M Morales Pastor Jacky
which status for new created tickets
Hi, sometimes I have to create a new ticket manually, for example, when we have to reach the customer who has not yet sent us a ticket. My question is: which status do I set for the newly created ticket? Should it be closed? I mean, for us, when sending the ticket, the case is closed until the customer responds. So, logically, it should be closed. But does it arrive at the customer when the status is closed right from the beginning? If the customer responds, the status will change back to open anyway.
Notifications
Hi, When i assigned tickets to agents they are not receiving the mail notification though notify button is on.
Editor bug: Indent icons are wrong
The icons in the Desk WYSIWYG editor are backwards. The icon for "Increase Indent" illustrates decreasing indentation, and the icon for "Decrease Indent" illustrates increasing indentation.
modification de champ
Hello Since this morning when I want to modify a field (add item in drop-down list) in Zoho I do not arrive I go in configuration, layouts and fields, I choose list of fields then I click on the button to create or modify a field and I have a blank page (without my fields): on the other hand at the top I have a red square which appears with an exclamation mark You have an explanation cordially
Billable v Non-Billable tickets Zoho Desk
I have searched and searched. I've even found reports that will output billable v non-billable informartion. But i am unable to find out where i can set a ticket as billable. Or non-billable.
Unverified Sender Warnings on Incoming Tickets or System Notifications Emails
These warnings have started to appear on some of the new incoming tickets or the system notification emails since a couple of days. It's not attached onto all of them. Could you please inspect this issue.
How do we pick the articles that get displayed in ASAP?
We recently installed ASAP on our website. How do we pick what articles get displayed on the "Home" tab when someone clicks on the ASAP icon? Right now it displays: Five "Recent Articles" in the top section Five "Popular Articles" below that The issue is that Recent Articles aren't the ones we'd want to display across our website. We need to be able to pick out the most essential articles out of the 100s that we have, rather than just displaying whichever ones got edited most recently by an agent.
Muting chat notifications when on a call.
Does anyone know if there is a way to have chat notifications (audio) mute automatically when an agent is on a call? What is happening is that the agents are picking up calls and talking to the customer when a chat request comes in and the audio is so loud, we have to tell the customer to hold on until we dismiss the chat request. A lot of the time, we are away from the help desk looking up the persons issue, so it can be pretty distracting and jarring. I know we can log out of the chat when we
Add SEO to the KB category page
We can add SEO info to a KB article, and the Categories are a dynamic page. Would be nice to add SEO info just like a KB to a KB Category.
Notify specific agents when ticket is resolved
Hello, I want to create new rule and send notification to the few agents when specific tickets are resolved. For example, if Contact segment is A- Maia Manjgaladze, after status is updated, send alert to Maia Manjgaladze. Here is the example how I'm doing it: Execute on: Field Update: Status Criteria: Segment is A- Maia Manjgaladze Actions: Alerts -> Notification for PS (I've create new template) It does not work.
Hide the Case ID from an email subject line
Is it possible to hide the ticket ID from the email subject line? I'm testing Zoho Desk. Whenever I send an email to a customer, the case ID is listed as the first thing. Can we modify this?
Zoho Desk Integration with forms
Hello - In CRM I was able to integrate a form that attaches the form as a pdf on the record in CRM. I do not see an option to have a form pdf automatically attach to a ticket. Am I missing it?
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