Blueprint Update Thread
I'm asking what I think is a stupid question, so bear with me. We're working with blueprints and our desire is to have a system in which, as we transition through the blueprint, it adds canned messages to the thread. For example, we would want the ticket owner to add a number in the response field of the blueprint. Then when the transition takes place, it posts a template message to the thread using that number as a wildcard so that the message is slightly different each time the blueprint is
The Contacts and Accounts modules don't display the record counts on the starred views
When you switch to the starred views on the tickets module then you can also see the count of tickets in each of the starred views whereas the contacts and accounts modules don't have this feature. I think that this is a bug because the feature to display the count of records on starred views seems to be in place on the ticket module.
Span Tickets
Hi I would like to disable the anti-span in my Zoho Desk. What I need to do ?
Creating a report
Hi, I need help creating a custom report in Zoho desk. If you could guide me I would really appreciate it because I just don't understand how to create the report with the tools provided. If I click on reports, I can easily download an overview report and change the date range. I would like to take that same overview report and add/remove a few columns if possible so It looks like this : However I just can't figure it out. We do customer service and handle mailbox for over 20 clients. Ever since
Timestamp for Chats in Zoho Desk
I am trying to assess the volume of chats we receive and at what times through the chat feature in Zoho Desk. Unfortunately I cannot seem to get a report that pulls the accurate time that the chat occurred/ was submitted. I was trying to get the information through the "ticket created" times, and due to the variation in the time delay between the time that the chat can be concluded and when it gets converted into a ticket, it was not possible to accurately know the time that the chat actually occurred.
Unable to Get Onboarding Manager To Respond
Hello, I'm sorry to have to write in the forums for assistance, but our Zoho Desk on-boarding contact has stopped responding to emails entirely. I've consistently had gaps of a few days in communications with him but it's now been a week (and two prodding follow-up emails from me) since he promised to get back to me with an update. He was working with a data migration team to import CSV data we'd supplied from our Salesforce account into Zoho Desk (because we needed our ticket comments imported,
Add/edit CRM notes via Desk
Is there a way to add notes directly to CRM from ZOHO desk without needing to open CRM? Our agents can see the notes left with a customer profile via ZOHO desk but there is no way to add them without launching CRM. I would like to be able to add them directly from ZOHO. Any assistance here would be appreciated.
The system default "Fallback to default" setting of the "On Hold" status does mess with the Blueprint reports
You did recently enable the beta version of the newly designed "On Hold" status for our account. We also do utilize the Blueprints. The blueprint reports include a dashboard called "Blueprint Dashboard" which has a subreport called "Transition Occurence". This report is being populated with the unnecessary triggerings of our tickets in "On Hold" status because the customers do respond to their tickets when they are in this status and the tickets automatically fall back to "Open" status. Then we need
How to enforce two factor authentication for all users
Hi Team Is there anyway to enforce the use of 2FA for all agents logging into Zoho Desk. I am aware that each user is able to do this themselves but I want to make it mandatory for all agents so that I can ensure it has been done and is not disabled by anyone. Thanks Sam
Signature during the creation of the ticket
Hi Zoho support, Good Day. Referring to the title below, is that possible to include the signature & Snippet during the creation of the ticket. Is very troublesome for us to keep on copying the signature all over again. Thank you. Best Regards, Tsang
I can´t modify my own help center for customer
im using zoho desk, and i create a customer portal so that they could create tickets. but i want modify this portal and add features by HTML. but this option does not appear. I remember that it was possible before
Is there a limit to the number of BLUEPRINTS I can create in ZOHO DESK?
Is there a limit to the number of Blueprints I can create in ZOHO DESK? We are in the Enterprise Edition.
Verification failing when linking domain with hostmonster.com
We are trying to link www.support.alfaris-it.com domain name with customer porttal. we have added the CNAME and value for desk.cs.zohohost.com in our domain records .But still getting verification failed. We have checked with with domain support team they said everything configured properly from their end.
Add Invoicing at Account Level (not just contacts)
Starting to work out our workflow for invoicing from Zoho Desk and we've come across a challenge... We have Clients with multiple contacts who receive support through Desk. We need to be able to create an invoice that rolls-up time from these multiple contacts within the same account. Scott
How to Prevent Bounced Emails from reopening tickets?
I am having an issue with bounced email messages reopening closed tickets. We are copied on a lot of automated notifications that are sent to customers that come from "noreply" type emails. Sometimes we have to address these notifications and we reply to the original notification email that is sent to us. Usually when we reply to the ticket, we are closing it at the same time. However, the "noreply" email gets included in the response and we receive a bounceback email that is sent directly to our
Web form not creating ticket inside of Zoho Desk
My recently created web form is not adding the tickets inside my Zoho Desk it says form send succesfully but nothing appears as new tickets
How to know which contacts have time to be invoiced?
Just moved from QB to Zoho Books and now working on using the integration between Desk and Books... I see that if we go to a contact, we can see time and generate an invoice from that screen. That looks slick. Question: How do I know which contacts have billable time in the first place? We have hundreds of contacts and it would be helpful to be able to see just a list of contacts with billable time. Even better would be to see a consolidated list of time that is billable (and generate invoices from
Print Knowledgebase
It would be nice to have an enhancement where users have the option to print the Knowledge Base articles.
How to assign a Customer/contact to a department in Help Center.
We are a school system with 8 different local school buildings. All of our teachers/customers access the help center by signing in and are registered. I'm trying to find a way other than having a department form drop-down box to have their tickets show up to their respective buildings/department. The reasoning behind this is that we have to physically visit these buildings as our tickets are for broken equipment, and I need to know where I am going. (Building 1, 2, 3, etc) Example Math teacher in
What means "Module" in the Desk comparison table?
We are going to expand the use of departments and blueprints on our Desk subscription. I was looking at the limitations for these points to be sure if we were going to fit into them. When I look at the feature comparison list, I can see that we are allowed to create "20 Blueprints per Module". I can't find the definition of a "module". What does it exactly mean? Is a "module" the same thing as a "department"? There are some limits which use the "department/module" definition which makes it look like
Notifications not working as expected
Hi, currently we have the following scenario with the following issue: customer creates ticket -> direct assignment rule is triggered to assign the ticket to team A (always) workflow rule with ticket notification on ticket "create" is triggered to notify all team A members one support member from team A assigns the new ticket to him (as team assigned ticket) and works on the ticket support member changes ticket status -> workflow rule is triggered to notify all team A members on ticket "edit" support
How can I locate the list of common fetch commands
Hi, Ive been trying to look through the KB and community, but cannot seem to locate the name of fetching functions like this one: ${Cases.Request Id} What is the recipe and how can I get my hands on a list to optimize our system? Thank you! Kind regards, Casper
Bybrand now integrates with Zoho Desk
Hi, Today we have taken an important step in the evolution of Bybrand. We launched Bybrand integration with Zoho Desk, and soon we will have with Zoho Mail. One of the many challenges for support teams is standardizing email communications. The integration
Issue: Responses sent multiple times from Zoho Desk
Hi All Im afraid we are facing an issue with Desk where responses from Desk are being sent out multiple times. We have all hands on board and we are working on fixing this. I will be posting a follow up shortly as soon as this is fixed with the RCA. Appreciate your patience in the meantime. Regards Aarty
Duplicated tabs
Is anyone else seeing this issue today? All our tabs in the customer facing portal have been duplicated. I've put in a ticket but not getting a response yet.
How do I stop views from defaulting to last 30 days?
I'll set the view open tickets (as well as others) to show more than the last 30 days as well as more than 20 tickets and it will work for a while but then again and again defaults back to 30 days. We don't only use tickets for service issues that get resolved quickly and it can cause errors if employees don't see tickets. Besides, if a ticket is still open, why would you ever want to automatically filter them out of view just because they are older than a certain date? Lastly, if I create custom
Shout Out To AWESOME Support Agent
Hi, I wanted to reach out and provide some feedback in regards to Venkat from Zoho Desk Team. Venkat is caring about his customers whom he interacts with. Venkat is always willing to help regardless of the situation. If he does not have a solution, He assures you that he will check into it and he definitely updates you within a reasonable time frame. I've expressed my feedback to the Desk Team Manager and also the Global Support Manager. I really wanted to post here so you all can hear the
New Zoho Desk implementation here.
I'm looking over the guides and I can't seem to find what i'm looking for. We are school who is wanting to replace our old IT Ticket software. We demoed Zoho desk and it looked like what we wanted. But i'm struggling on how to add our teachers. The whole concept of customer/contacts seems odd. We use Active Directory and GSuite. I'm saw something about inviting the users but then it made us create another password. And there doesn't seem to be any control over the users. They seem to be treated like
Bad SSL Cert?
Customers trying to access our support site support.packetviper.com are getting a bad cert message. If they try to proceed they get a blank page.
page intouvable
Bonjour Quand je reçois par mail la notification comme quoi une requête m'est attribuée et quand je clique sue le lien j'arrive à une page d'erreur "page introuvable" Je pensais que celà venait de mon ordinateur et peut-être de mon webmail mais cela arrive à d'autres personnes : ci-joint 2 capture d'écran Merci et bonne année 2019
Desk: Custom Fields in E-Mail Templates
Hi, we have a Custom Field called "Anrede" (pick List for different salutations). how can i add this field as a placeholder in my E-Mail Templates or Snippet? I cannot find a way to find out the Name of this custom field e.g. ${Cases.Anrede} Thx Marc
Profile Picture Resizing
The platform (Mail, Desk) distorts the user profile's picture, and that picture is the one sent to customer using Zoho Desk, for example. Please make it respect proportions of the picture sent.
Customize Help Center
Hi guys, we would like to customize our Help Center with company branding. Therefore our UI/UX guys would like to change/add CSS files, but it seems not to work. How can we connect to: https://accounts.zoho.eu/accounts/signin?_sh=false&portal=30000740664&client_portal=true&servicename=ZohoSupport&serviceurl=https%3A%2F%2Fdesk.zoho.eu%2Fportal%2Frunmyprocess&service_language=en (non of our Zoho accounts work) We would like to edit the CSS on this page, but it's not working: https://css.zohostatic.eu/iam/m4007.38/accounts/css/signin.min.css
Zoho Desk Down?
Hello We're unable to work, getting error when trying to log into zoho desk Sorry, the page you have requested was not found Please check the URL for proper spelling and capitalization. If you're having trouble locating a destination on Zoho Desk, try visiting the Zoho Desk home page. ← Go to Home Page Please advise Any ETA on a fix?
Edit fields in ticket info & two signatures (2 questions)
Hi forum, I have two questions. 1. I would like to have to ability to change the 'channel' field while using ticket-peek, how can I determine which fields appear there? I was able to add a new field, but I'm unable to see a way to add channel. We need this, for example, for when a customer sends us an email and we need to convert it into a phone call and call the customer. Attached is a picture showing what I'm talking about 2. Can I have two different signatures and then switch between them while
Implement keywords lookup from API
Hello We used API to implement search engines on KBs that we made in zoho. Is there any way to implement the 'failed keywords' section of the KB so we can see which failed keywords we have by the API search? I'm talking about the attached image. Thanks!
Create a Bug (ZProject) using Custom Function and Blueprint
Hi there guys, I'm wondering if any of you have tried and got this working I need to create a BUG on Zoho Project/BugTracker when certain criteria is met on Zoho Desk (using Blueprint) but I don't know how to do it since I'm quite new at coding with Deluge. Can anyone help me out with this one to have some starting point at this :)? Kind Regards
Not being able to assign a "TEAM" to a Closed status used Blueprint transition
Hi there guys, as the title implies we're having some issues with certain actions triggered with our Blueprints given that when we make that a certain transition triggers a UPDATE FIELD on the Assignee/Ticket Owner on Desk to a TEAM and that status corresponds to a CLOSED status-type it stays as "Unnasigned" and is not being assigned to a Team properly. Please do let us know if this is intended or it's due to a bug or how to fix it. Kind Regards. Christian
Major Status/Viewing Bug
Steps to reproduce: 1. Go to setup and rename a status that is in use and assigned to a number of tickets. As an example, rename "Waiting for Response" to "Waiting for Client Response". 2. Bug Example 1: Now go classic or compact view and select "Open Tickets". Every ticket that had the status "waiting for client response" will have completely disappeared. 3. Bug Example 2: Now go to Kanban Status mode. In this mode you would think the tickets with the old status of "waiting for response" would at
certificate error
Certificate Error SO Stephen Oles Discussion 10 months ago I recently added a support subdomain to my site using Domain Mapping which links to https://desk.cs.zohohost.com and now the link is not secure and throws a certificate error. How do I ensure me and my clients are using https? desk.cs.zohohost.com
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