Submit a ticket for registered users only
Hi, It would be great if we can give permissions to certain users to submit tickets via the customer portal. Regards, Helen
Spell check doesn't work within template.
Hi Zoho This is an annoying little issue. I use my signature in my tickets as an email template. Before, I had no problems using spell check, but now for some reason it doesn't work. It's obviously the HTML template that's causing the issue, but it didn't seem to have a problem with it before. Is there any fix for this?
ASAP for the web Knowledge Base - No access when "Customers must register to access Help Center" is enabled
We have created a Knowledge Base for our consumers. Now we want to use the ASAP for web widget in our software application to show the Knowledge Base (user must login to get access to the sofware, so first they logged in into our software app. and then they see the widget) We have enabeld the "Customers must register to access Help Center", so not everyone can submit a ticket. The problem: When we enabled this option the ASAP for web Knowledge Base doesn't work. The Knowledge Base is forbidden. Solution:
A weird icon appeared on a KB Article
I may create this article from scratch to get rid of this icon but this issue should be dealt with by your developers. This icon seems to belong to the content labels and looks like an imbrication of the "warning" and the "info" icons. This object doesn't seem to be a part of the page content and I can't remove it. It also is displayed on the final KB page and on its print outs.
Tickets with Zoho
How about not closing your tickets, until your customers issue is resolved. You close the tickets on every response. Even when you are asking for a time for a call. Why not add a Status that is "Awaiting Customer Response". Your customers have no way of seeing which tickets they consider still open.
Community sign-up / sign-in is complicated
Hello, I am testing your Community functionality and find it quite complicated for a regular user to post his questions on it. The usability needs improvement. Basically there are too many complications to post a question. Not every client will be able to do it. For example, sign-up of an account is a tricky thing: 1) When a new user tries to post a question, the dialog requires to sign-in, but no sign-up is proposed at all. Look what the dialog looks like: How can a new user understand that he needs
Would like to have different modes for custom views
I would like to have different modes for custom views. For example, if I'm looking at a view set to view all open tickets by a certain team or agent, I'd want it in countdown mode. If I'm looking at all tickets in urgent status, I want them in a chart sorted by agent. If I'm looking at all open tickets with dropdown A, I might need to see them in status mode only showing status 1-3 but if I'm looking at all open tickets with dropdown B, I might only be interested in seeing buckets for status 3-4.
Zoho Desk - Reports - Role Based Permissions
I would like to create custom reports for my team members. However, I would like to assign specific custom reports to specific employees. For example; One report called "John's Report" will only be available to John user, and Mary won't be able to see John's report. Is this possible in Zoho Desk ?
How to edit reply to contact email by agent?
Regarding Contact Notification email templates. I would like to edit the email that the contact receives when an agent replies to them. I looked in: Setup => Customization => Templates => Email Templates => Contact Notification, but there is no template for this? How can I edit this email template? Thanks for your help
Remove Spam Filter
Hi, Could you please also remove ou turn off the SPAM filter on our Zoho Desk because we misse some support tickets in "Spam tickets" folder. Thanks. Karim.
Add contact opt-in check box in help center ticket creation form
Hello, Today, contact are added thanks to external authentication from our internal home made site. Thus they access the help center and their contact information are pushed to the CRM. We would like to add an opt-in check box at some point in the process so that we can send emailing campaigns to this new contacts in CRM. We thought that we could add this opt-in checkbox when contacts are creating ticket. But I only find options to add ticket custom fields, not contact custom fields, in the ticket
Time based Routing via Twillio Number
Hey guys, One of our issues with Zoho desk is the inability to route to external numbers depending on the time of day. Because our agents are not 24/7 on the desk, we will sometimes get calls after hours which will cause the customer to leave a message, which isn't ideal as some issues are urgent. We use a 3rd party answering service to ensure that after hours calls get routed to the on-call technician's mobile phone, and if they don't answer, we have at least someone taking down the information
Scheduled Task Integration
Does Desk offer a scheduler for appointments (onsite tasks, support visits)? Or is this a different product under the overall Zoho solution that can be integrated with Desk? Possible office 365 calendar integration?
Linceses
Is there a minimum buy in on the number of licenses?
Classification and linking of attachments
We would like to be able to classify the attachments on tickets either by using customizable classification fields or by using tags. Also the attachments should refer to their original message thread via some kind of linking system and also vice versa (A link/reference on the original message thread linking to the related file on the attachments tab).
Push Notification When a Ticket Goes to a Certain Status
I would like a push notification anytime a ticket goes to a certain status, if I'm the owner or not. I'm the site admin and if a ticket goes into hold or stalled, I'd like to know. Really push notifications for any workflow would be better than emails.
Desk at Zoholics 2019
I have been thinking about attending Zoholics 2019 in Austin Texas. While it starts tomorrow, I'm close enough to attend at the last minute. Can you tell us if there is anything on the agenda specifically related to Desk?
Zoho Emails Going Into Junk
Hi, All of the notification emails such as new tickets, closing tickets, and remote sessions are going into the junk folders for both us and our customers. We have included zoho in our spf records to see if this resolves the issue but it doesn't seem to have made a difference.
We have a professional suscription and the software keep telling me I must pay more.
Dear support team, We are using the professional plan for 3 months. This week I was going to use the report feature that is included in this plan and a message appear and says I must upgrade it to use it. Can you explain what's going on? Thanks in advance
Auto time tracking when blueprint applied
Hi, it appears that auto time tracking is not possible when a ticket is subject to a blueprint. If one uses the blueprint to transition to the next state and auto time tracking is on (field update), no time is recorded. I want to auto track the time spent on a ticket and sum this up until the ticket is closed. Can someone advise how this could be possible or if enhancements will address this in future? Clinton
Sometimes ticket can't record on Zoho Desk
Hello, When we received questions from our customers by email, questions are recorded as ticket in zoho desk. But sometimes some questions haven't been recorded since the end of March. then when our customers resend email for request, the question was recorded. Why were occurred this situation? Would you please give us some advises for handling this situation? Best Regards, Etsuko Shirotani
Optimize your web form with relevant metrics
Today, business owners recognize the importance of collecting customer feedback to enable better, more meaningful interactions. Web forms are the most common way to gather that feedback. But when you engage in digital conversations, sometimes, you don't see the whole picture and end up missing out on important context. The Form Analytics integration for Zoho Desk gives you the stats and analytics you need to engage your customers better. Powered by Zoho Pagesense, enabling this integration will
Extract new/updated time entries for a specific timeframe
Is there a way through reporting or through the API to pull all time entries modified or created during a specific date range across all tickets?
Multiple and manual ticket entry on a spreadsheet
We use desk mostly for interactions with our distributors. Sometimes they do tend to not interact with us for each particular helpdesk incident, spare parts requirement etc. They also have their own spare parts stocks and they tend to save up those particular incidents and then order a cumulative stock list of items also including a cumulative service report for each service they've provided. We do analyze the tickets on Zoho Analytics based on each particular helpdesk and spare part communication
How can we include the ticket link in a Cliq message?
When I try to send a message according to this article by typing "/ticket #5322" (The context aware Helpdesk, now in Cliq) then I'm getting a response which says that "only I can see the contents of the posted message". The deskbot is always sending us linkable ticket IDs as seen below. How can we create the same type of linked ticket IDs in a message on Cliq?
Are there any limits on the number of tags you can have in Zoho Desk?
I understand that you can have up to 10 tags per ticket. Are there any overall limitations on the number of tags you can have for Zoho Desk as a whole (like there is for CRM modules)?
Zoho Desk vs Zoho Support?
Quite confused. Now I cannot change the URL: joyent.zohosupport.com
Problems spam with customer and with my name domain, that occurs again
Hy, I have big problems with customer email that still falls back into spam, can you tell me why it falls back into spam folders when I didn't have this problem before? idem for our domain name it falls back into spam. Best regards Guillaume
Spam tickets
Two clients are unable to send email to our helpdesk, although they do not get an error message. I've by now found those messages are apparently marked as spam, and I've found there are more tickets listed as spam. Could you please turn of the spam filter for us asap? Thank you, Peter Dekker - PerfectWare
auto adding time
hey everyone is there anyway to auto add time to a ticket? it is too slow for us to have to click into the top menu to add time to a ticket. Is there a way to create a macro where the team can just do something like +10m would equal adding 10 minutes to a ticket? would save us a ton of time
Cannot send reply with the Help Center
Our customers are experiencing issues using the Help Center. Whenever they try to add a ticket or reply, the "Send" button is grayed out. Did someone had this issue before? Unfortunately Zoho internal support could not help us in timely fashion.
SEO: Knowledge base and community referencing in search engines
Hello, We are working on SEO and would like to analyse how well our client portal knowledge base and community forums are referenced by search engines. To start analysing some search engines (for example Yandex) require to confirm the rights for the website. There are the following options to confirm the rights: 1) Insert the code in <head>. <meta name="yandex-verification" content="111222333444" /> 2) Put the following html file with the following content in the root catalog of the website yandex_111222333444.html:
Do more with live chat, thanks to SalesIQ.
Live chat just got a lot more functional, flexible, and customizable, with our new and improved integration with Zoho SalesIQ. With this integration, your chat channel is now powered by SalesIQ. The integration runs both ways, so users can access chat tickets from the SalesIQ interface as well. Operations that can be performed on SalesIQ can now be performed from the Desk interface too. Here are a few key details of the integration: More functional Real-time chat translation (powered by Google
Access Ticket and Thread information in a custom function to send email
Hello, I have a custom fonction which looks like this : sendmail [ from :zoho.adminuserid to :crmAccountWatchers subject :"[#" + ticketId + "] " + contactName + " from " + accountName + " has submitted a new ticket on 360Eyes Support" message :"Zoho Desk CRM Account Watcher notification A new ticket has been submitted at " + createdTime + ". Department: 360Eyes Support Account: " + accountName + " Contact: " + contactName + " Email: " + email + " Classification: " + classification + " Priority: "
SPAM breaking Workflow
We have two problems related to SPAM and Workflows. I have used a Workflow to prevent New Tickets from being opened by the Email "channel". The workflow sends an Email alert back to the originator with instructions to use our Portal. Since there is no way to prevent the email from opening a ticket, the workflow also closes that ticket. Two other Workflows are triggered by all tickets opened or closed that were originated by any "channel" other than Email to handle normal Open/Close notifications.
Contacts
Anyone have an issue with their contacts list? when a Client sends an email, their email/name is different from the actual email of the client which makes it so confusing as the sender name is different from the actual name of the sender. It seems like its just randomly selecting a contact from our client list. But when you hit on the Reply button, the email seems to be correct tho. Help?
Some messages on ticket message threads are being displayed in collapsed mode
This is a rare occasion but it does happen anyways and our users get confused when it happens. You need to press on the title bar of those messages to be able to uncollapse and read them. I couldn't find any relation between those occasions/tickets/threads. Refreshing the page doesn't change anything.
Identify Zoho Desk inactive accounts
Hello, We would like to run a campaign to identify accounts who didn't have any ticket actvity since 4 months. I tried to get this list of inactive accounts using Zoho Desk internal reporting system and Zoho Analytics but I couldn't aggregate the last activity date for each account in order to filter. Thanks for your help. Leonard
WYSIWG only available when creating the ticket?
Is there no way to utilize the WYSIWYG when adding notes to your Time Entry and/or Resolution?
Twilio Phone Problem with Windows 10
I have two Windows 10 computers which I can't get the Twilio phone integration to work on. The problem is the agent cannot set their phone agent status as online - (the loading circle stays there forever). Also the agent cannot play voicemails which are left as tickets. I have tried Chrome and Edge browsers and both have the same problems. I have also tried Chrome incognito mode. I have several Chromeboxes on the same network and the Twilio integration works perfectly on those machines. Can anybody
Next Page