Ticket Bundling with Use Case and Suggestions
I know there are plans to allow bundles of tickets to be tied together, though I cannot find the thread about it. Can zoho tell us if this is coming any time soon? Here is our use case and desired feature list: 1. We use tickets to track a lot of issues as we are closing out projects (as well as doing annual maintenance support on large sites) so it's not uncommon to have 10 or more tickets for the same account. This really starts to fill up the department board, and when looking at a ticket you
Zoho Desk Feedback widget is not working
Looks like problem with Zoho Desk Feedback widget continues. Right now now Feedback widget JS call is failing. Due to that, widget is not opening at all. I hope it won't take a week, like last time. Check the screenshot.
Workflows Question
Hello, Glad to be here! I hope you can help me with this question. Is it possible to create workflows that they modify fields in accounts when modify fields in tickets? As products, operation status, contracts or a numeric valor? The idea is that the agents don't have to go to accounts module to modify/update this information. Thank you in advanced. Mario
state change rule
Dear,
I have a rule called: Switch to: Closed waiting for client response.
Which has a series of conditions. One of them implies changing after a certain time (45 HH) from one state to another. State1: Waiting for Update to State 2: Closed pending customer response. (Image 1)
I changed the status of many tickets on December 4 at 11:21 am so today December 11 at 11:21 should have changed.
The problem is that he did not. Attach example evidence for ticket # 4262. (Image 3)
Deputy working hours
I can not edit client portal
Dear,
Help I can not edit the fields so that my clients do not see some options.
I need you not to see the "Comment" option from your portal. (Ver imagen 1) I can not edit anything (Ver imagen 2 and 3)
Can I get a list of failed searches that our users may be making on our Zoho Desk Search?
Hi there, Looking to check if there is way that we can get a list of searches that our users made on our knowledgebase that we have hosted on Zoho Desk? This enables to know what our users are searching for vs what we may not have articles or FAQs around. Kindly let me know. Thanks.
Ticket Comment Formatting problem
Yesterday or possibly the day before I started noticing that when I add comments to tickets Zoho adds line breaks. I try the Clear Formatting button and save my ticket but the line breaks remain. I have to go edit my comment again, clear formatting and look for weird added line breaks to manually remove. This didn't happen prior to a day or two ago. Can someone please comment? Thanks OS: Win 10 Browser: Chrome 70 Edit to add more info: paste some data in a comment > ctrl + a > clear formatting >
rotative turn
Dear,
Can more than 50 records be assigned for the rotating shift? (Imagen 1)
Not receiving helpdesk notifications through outlook
Hi there, I have notifications enabled through my Zoho Desk settings, but I don't receive notifications through email (outlook). I compared them to my colleague's settings that are the same. Is there any recommendation you can give, is this a known problem? Thanks for your help
Text strings in replies get separated
We had this problem since a long time but we couldn't exactly find out that it was caused by the system instead we thought that it was caused by the oversight of our agents. We started to suspect about it being caused by the system recently. Please inspect the attached images. The string "entire" in the text seems to be normal when editing it but when the agent saves it as a draft it becomes separated as "entir e". This problem doesn't happen all the time and when it happens it does surface only
Speed Up Interface
Is it possible for you guys to include an option that users could toggle on and off that would enable a stripped down interface? It is soooooo slow because there is so much complexity and a ton of CSS. I would love to strip out the animations between page loads and departments, take out the drop shadows everywhere, take off the animation to open the fly out menus on tickets, remove the animation on the settings pane. All of this stuff just makes the interface feel slow and pokey and it does not need
API Ticket Creation Failing
Hey there, i'm currently building a tool to create tickets programmatically in PHP. The OAuth part is working fine, also requesting the orgId and refresh the token via refreshToken. So, the authorization should work. When createing a ticket, i always get an {"message":"Error while processing your request"} Even using just the basic requirements (...with correct IDs ;) ) curl -X POST https://desk.zoho.com/api/v1/tickets \ -H "orgId:XXXX" \ -H "Authorization:Zoho-oauthtoken 1000.XXXX.XXXX"\
Notifications for agents in rotation
Hi, we have agents making support in a rotation schedule. The tickets are assigned to an agent associated to a team. if a customer replies the assigned agent receives a notification, but the initially assigned agent is probably not on duty. How can we notify all agents of a specific team, even if the ticket is not assigned to a team but an agent? Example: Mo: Agent A is on duty and takes ticket 1 Tue: Agent B is on duty, customer replies to ticket 1 -> Agent A is notified, but Agent B should be notified
issue after integrating ASAP feature when application is open then it will display warning dialog that shows message Incompatible android OS
When application is open then it will display warning dialog that shows message Incompatible version of the android OS and may behave unexpectadly.
Integration of custom fields between modules.
Integration of custom fields between modules in Desk would be great. i.e. A custom field created in the Accounts module can be viewed in the Ticket module. Currently, this only seems possible via custom functions.
Certain User not receiving TEAM NOTIFICATIONS
Hi there guys, We're dealing with an issue regarding a certain issue on our end specifically with Natalia Labrin --> nlabrin@innovasoft.cl since she's not being notified through mail when she's the owner of a Ticket or part of the Team assigned to that ticket. Some time ago we had a similar issue with Zoho Sites since Natalia was the one that used the "TRIAL" period with you guys and after that we subscribed to your services (Zoho One), at that time she couldn't be assigned to Zoho Sites as an user
Auto mail is not send
Hello, I am using the system via Support Portal. When the customer opens a ticket, automatic mail is not going. It only goes when you answer through the system. What is the problem. My English is very bad. I used Google translate. Sorry :)
Not being able to visualize CONVERSATIONS/THREADS on a Certain ticket
Hi there guys, as the title implies we're having certain issues with a particular TICKET on our end (#5046) We cannot visualize the conversation regarding that ticket anywhere, could you please give us a hand with that? Thanks for your help. Kind Regards
urgent problem with email notifications
Dear,
I need your help urgently, since I have activated the team and agent notifications (image1), but the emails do not arrive when the client responds. This is extremely serious for us since we are not delivering an answer to our clients.
Please your immediate help.
Changing Department should not take me out of whatever Account I am currently in
Currently if I am in a particular department and viewing an Account or Contact, I can only see tickets that are from that department. This is all fine and good, but when I want to see tickets from another department, or ALL departments, when I switch the department, I am taken out of the Account/Contact. This is very frustrating and makes for extra unnecessary clicks. I then have to search again for the Account/Contact within the new department. I think you should stay within the Account/Contact
No email sent when updating multiple tickets in Desk
Hi Guys + Girls, I will try to explain our situation in short. We work with sprints/releases every 2 weeks. When a customers problem is solved, we want to notify them. In the product we use now, an email is triggered when a Jira issue is released. We set a date, and have a time based response trigger an email in our current program. We have the Jira integration working now with Desk, but it might not provide the options to cover our needs. We almost got a workaround, but it failed on the last part:
snippet is crazy :(
Hi :) Snippet is populate the field, but always with name of ticket before... Example: First ticket response: customer: Jhon (Cases.first name): Jhon OK Second ticket response: customer: Mary Cases.first name: Jhon Wrong Third ticket response: customer: Carlos Cases.first name: Mary Wrong
hide field options "Status"
They can be configured as options of the field called "Status". That is to say that the profile "Agents", only show some options of all existing ones?
Is it possible to obtain the reports of some existent dashboards?
We want to obtain the reports of our FCRR (First Contact Resolution Rate), ART (Average Reply Time), AFRT (Average First Response Time) etc to be able to present them as KPIs to our management. Some of these KPIs are possible to be recreated on the Reports module but some of them such as FCRR are not possible to be created with Desk's reporting functions. They already exist on the "Tıme based Dashboards". Is it possible for you to present those dashboard parts as (maybe uncustomizable) ready-made
Profile picture unable to be seen by other colleague.
Hi, As per title, I'm having problem where my profile pic doesn't show from other colleague account. However, when I uploaded the pic from zoho web, it is showed in my phone apps. Still, other colleagues cant see my profile pic. Please help. Thanks, Fikri
Cant update personal settings
I would like to know if this is a bug. In de personal tab section under Zoho Projects, we can adjust the avatar but also the theme colors, as well as the first tab viewable. The problem is whn i change something the update button at the bottom doesnt do anything? When i check this page using chrome web dev, this page has TONS of errors.
Zoho Desk to Zoho Creator Intregration
I am trying to connect my zoho desk extension to creator. I able to pull data, from my creator application, but now I want to pass parameters for either specific record retrieval or post data to my creator application. var reqObj= { url : https://creator.zoho.com/api/<format>/<applicationLinkName>/view/<viewLinkName>', headers : { 'Content-Type' : 'application/json' }, type : 'GET', data : {'test':"key"}, postBody : {},
Update check
Hello,
From one day to the next, the field "An update verification" appeared on my tickets.
What does that mean?
NOTE: I am the only one that can add fields. and I have some tickets that you have FALSE or TRUE so I want to check with you before deleting it.
Be attentive
Making fields Mandatory on update - or based on entries in other fields
As I understand it, currently setting a field as mandatory in Zoho Desk is a global setting for that field - meaning that the field would be mandatory on ticket entry and beyond. The issue is, we only use Zoho Desk as an internal tool for our Support team, and customer entry is entirely handled through email, which is the primary reason we chose Zoho Desk. Setting a field to mandatory means that creation of tickets via email is simply not possible. in order to enforce some internal processes and
Are you going to release a User's Manual for the Radar application ?
I've just discovered your mobile statistics application for Desk on Play Store which was released on 9. November. It really looks very neat. I couldn't get a few points in it. Are you planning to release a User's Manual for this application? I'm going to announce it internally as of tomorrow for our Desk user base. Keep up the good work. Its description states that we can select the statistics that we are interested in and create dashboards for them but as far as I can see, this customization feature
Get department emails using Zoho Desk API
Hi, I haven't found email in the API departments details. Just to confirm, is there any way to get department emails using Zoho Desk API? Thanks, Regards
Change information shown in Account view
Is it possible to show more custom fields in the Accounts view? Because some are shown and others not..
Unable to see ticket content
Hi, We're unable to see a ticket content when it was sent by email. Find the screenshot below.
Desk to Cliq Integration
I have a major issue with the fact that your Desk to Slack integration is far more superior than the Desk to Cliq Integration. We would like the ability to create workflow notification rules from Desk to Cliq, all members on a team or member of a channel needs to be able to see notifications immediately when tickets come in, are assigned, are reassigned, status updates, customer comments or replies and tickets closed as they happen. Even though Zapier integration is available I don't want to pay
Help creating a blueprint
Hello! I'm having kind of a hard time creating what should be a very simple blueprint. The end goal is when the channel is Phone Call, I want to mandate certain fields and a comment (the comment is where the agent describes what happened during the phone call) Our process: We receive emails from customers. Sometimes those emails need to be converted into a phone call. That's when we change the channel from email > phone. Once the channel is phone, we call the customer. When calling, the "Ticket Status"
Blueprint Limits
Dear Desk developers, The limits defined for different plans doesn't seem to be fair : https://help.zoho.com/portal/kb/articles/creating-a-blueprint-in-zoho-desk You are allowing the enterprise plan to have 20 blueprints with each blueprint having 50 transitions whereas the professional plan which is priced half of the enterprise plans does have just 1 blueprint with up to 10 transitions. Enterprise plan 50 x 20 = 1000 Professional plan 10 x 1 = 10 Please adjust the professional plan limits a little
"Time entry" report
Hi, Is there a possibility to create a Report that reflects the total time used by the agents? It is desired that the report include the detail and summation.
Difference between various error messages when fetching tickets
Sometimes I receive a 403 with the message "You are not authorized to access this resource" and other times I receive a 403 with the message "Unauthorized to view ticket" (note the double space there) I think one case is where the ticket was deleted and the other is where the ticket has been merged? Can the server response message be updated to reflect those error states? such as 410 for resource has been deleted and 301 for merged (if it's possible to route the request to the appropriate new ticket)?
Zoho Self-Service Portal : CC issue
Hi Zoho support, Recently we have submit a ticket through the Self-Service Portal and added a CC recipient. However, the recipient did not receive any email. Kindly refer the image below.
Download/Backup all the Files attached to our Tickets
Is there any way to actually download all the files attached to our Tickets massively? We need to make a Backup of them locally but can't find the proper way since making it manually (one by one) takes forever. Please your help regarding this issue. If that's not possible is there any way for you guys to download them for us (on request) so we can work with that? Thanks for your quick question! Kind Regards
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