Task Reminder doesn't work
Hello, many of our Agents working with Task reminder to get a remider Mail for that. For now, this doesent work fine in our Zoho One. I need fast help with that, this problem is a gamebreaker for us and must be solved!! Kind regards, Klaus Brandt
Article auto numbering feature
We will be releasing many technical bulletins, announcements, service instructions and troubleshooting flowcharts as the helpdesk department through the year whereas our other departments such as the service and spare parts will also be releasing their own articles in various article types. We want to use a common article number format when releasing the articles which will be using an abbreviation for the department and the article type in front which then will be followed by a 2 digit abbreviation
State box connection points on the blueprint screen do limit the transition connections per state
You can't create more connections when you utilize all of 8 transition connection points on a state box. I guess that this limit is a virtual one caused by the GUI which has a specific number of IO points on the boxes. The rule on your KB page "Creating a Blueprint in Zoho Desk" says that you can connect up to 8 states to a specific state. In our case we have 5 states connected to the "Ready to Analyze" state so my thinking is that we should be able to connect a 9. transition into it because a state
Picture Corrupted
Hi support, Please look into this issue. It happened twice. Kindly advice accordingly. Please explain why the image will automatically changed to the blank empty white boxes?
Unable to edit different Tab content from the Help Center
Hello there guys, When I try to edit the Help Center Tabs and it's content I get the following error message by the left panel: Reset your HTML customization to the default setting to customize the tabs. We've tried on different computers / different browsers (Firefox, Chrome, Internet Explorer) and we get the same error, we also double checked all our content blocking configs on the different browsers and we still get the same error... Please help us with the error itself. Kind Regards
Knowledge-base - improve articles tree
I offer to include articles in the left-side tree. Currently it only shows categories. When user clicks a category, a default first article from this category is displayed. This way, user can't see other articles in the category, only Next and Previous buttons. Also, it is possible to click on Category name at the top breadcrumb- in this case all articles from a category will be displayed. However, almost noone can find this possibility. This all leads users to get lost in the knowledge base - they
Help Desk Center Error Message
Zoho Support team, I submitted a question two hours ago. Please let me know; I've successfully verified the domain 360support.geoagro.com and want to complete the creation of a Help Center. I enter the "Help Center Name" and click on "Save", then I get an error message "Error occured Please try again later". Please let me know how should I go on. We work behind Cloudflare and have disabled it to complete the verification. Should you apply for SSL certificates? Kind regards, Mike
Emails does not create tickets
Hi, I have the free edition and want to create tickets using the email. I've read the docs regarding emails and forwarding but tickets are never created, even in spam tickets view (and event sending a direct email from origin address). Any clues? Thanks in advance and best regards
'Edit draft' no longer working
Hi, As of a few days ago, we have suddenly been unable to edit ticket reply drafts. Just to be clear, here is the sequence of events: - A ticket is opened (no problem) - Click "Reply all", and the editor opens (no problem) - Begin composing a reply (no problem) - I save the draft (or it auto-saves) (no problem) - Exit the editor (no problem) - Click "Edit draft" to continue with the reply -- fails. The editor does not open (even though a blue progress line goes across the top of the screen, and the
Fix Content-Type in emails
I have noticed if I view the original source of my incoming emails, I see the following ------=_Part_1410627_147770577.1522488015368 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: quoted-printable However the text below is clearly in HTML formatting .. Below that section I see the following : ------=_Part_1410627_147770577.1522488015368 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Is the same thing as above also in HTML formatting. Here
how do I generate a report with month on month changes (diff / delta)
Hi, See attached an existing report and then second attachment has a column which shows the month on month changes per cell. How do I do this?
Comment mentions create new tickets on some departments
I'm the admin of our Desk setup and I have closed all of the notifications on 2 departments where also my account is a part of. One of them (the logistics department) still does get notification reminder tickets when one of the agents belonging to that department does receive comment mentions. The situation on the other department (the parts department) is more erratic and they do get tickets sometimes when mentioned in comments and then on some occasions no ticket is being created.
Request - Enforce agents to use Two-Factor Authentication
Currently, Two-Factor Authentication (2FA) is activated by individual Desk Agents and, there is no way for Admins to enforce 2FA. For security reasons, Admins should have the ability to enforce 2FA login for Desk Agents. Luke.
article search by tags via api
hey guys is there any way to search kb articles via api ? i notices you have that option in the portal when i start typing the subject and the subject beginning exist in article tags https://desk.zoho.com/portal/comsecuredev/newticket please assist im using php and jquery so both api options will work for me
No supervisor user
Good afternoon! By accident we have changed the account admin user as an agent without permissions. How do I change back to supervisor?
Zoho Desk : Troublesome lag
Hi Zoho Support, Currently I am not able to type out my replies as the lag issue keeps on persisting and it only affects the Zoho Desk. I was able to use other sites without having any issues.
api: https://desk.zoho.com/api/v1/tickets Unable to set dueDate as NULL
Hello Support, I am trying to use endpoint /tickets, but I found out that I am unable to set dueDate field as empty/null value. The API auto-fill the field even I do not pass any values for the field. Can you please help it? Regards Ryan
Organise Workflows
It would be nice for the possibility to organise the order of workflows, the more we set up the harder it becomes to find the ones we have created
Cannot access my Zoho Desk Agent account
Hi, Can I ask a question about Zoho Desk? I have an agent account but haven't logged in for a while, today I tried to log in but there's a issue as below: 1, go to desk portal: https://desk.zoho.com/portal/veloscientsupport/home 2, click "Sign In" at the upper right corner 3, click "Are you an Agent? - Login here" Then below "Sign up for Enterprise Plan" page appeared, not the sign in page. How can I log in my agent account? Thanks very much! :)
Issue with Emails not forwarding into tickets
We have a major issue which started occurring on Friday evening where emails are not forwarding into tickets. I submitted a Zoho Desk Support ticket over the weekend but have yet to hear a reply. Can someone at Zoho please contact me back.
Customer ID
Hi, I would like to have unique customer ID to use as referral code in zoho desk, is it possible to has it ?? Thanks Louay
Default values don't get pre-populated when receiving emails but is pre-populated when creating them manually
We did create some new required fields on one our layouts which all have default values. These default values don't get pre-populated on new tickets when we receive new emails but are pre-populated when we create new tickets manually. We have over 10 of these fields on this particular layout so it gets very tiresome for our agents to select the default values on them to be able to modify anything on the ticket. All of these fields have the same 2 values where one them is the default but the new ticket
Blueprints can't be saved since yesterday
We did encounter a problem which involved saving the modifications on blueprints. We were working on 2 different blueprints and after a while we started having a problem to save our modifications. The problem did sort out on one of the the blueprints later on but the blueprint for our "Parts" department still can't be saved. Please solve this problem asap because we are planning to start to use them starting Monday.
is there a view where I can see "My Team's" tasks
Thanks!
Department Signatures - Only Working For One Department
Hello everyone, We've just been finalising adding signatures to each of our departments - thank you Zoho, a great feature! One thing that we have noticed is that the e-mail signature is added to replies to tickets but only for the first department that we tried it on. It's not adding the relevant signature to tickets in other departments. I have set up the signature for department1, department 2 etc. and they have been saved so not sure what I have done wrong? Would somebody be able to help me please?
New 'Recent' feature in Community needs the forum name adding
Hi, I didn't know where else to post this really but guessing it's a Desk feature generally -- personally I don't use the Community channel in my own Desk setup. The new 'Recent' listing is fantastic for keeping on top of new posts but it's confusing as you don't know which topic is from which forum! The Recent listing therefore needs the name of the forum including in my opinion. Mark
Email department dont get any emails
Hi I have added several departments and several emails. But the only email that work is the email that is standard (support@....) and not they I have made. How to fix this?
No Auto Assign for CSV Tickets
Hi, So we have been using Zoho Desk for a while now and most of our tickets we either get via Email or via a CSV dump. We want to auto assign these tickets to our agents based on certain criteria however, the system only allows for Email tickets to be assigned via Round Robin. CSV tickets have to be assigned manually. This is definitely an issue. The Round Robin should apply irrespective, of the channel of the ticket. Regards.
TextNow Integration
Would love to see Zoho have an integration with TextNow to place calls and texts to customers within Desk. Right now I am having to use an external desktop application and It would be nice to stay within the Desk platform. TextNow offers great pricing and I feel other Zoho users plus myself would benefit from this
A few problems in Books integration with Desk
1. If I change the item name on the invoice, it no longer associates the invoice with the ticket. 2. If I change the item name to an existing item, it does NOT honor the price list. 3. I feel that time should be billed in quantity, not in dollar amount. For example, if it is 15 minutes at $100/hr in the ticket, it should show a quantity of 0.25 at a price of 100.00.
Missing Attachments in ZohoDesk
Yesterday we received an email with 10 attachments (5 pdf and 5 eml), but when we looked at it in ZohoDesk, we only see 5 attachments (only the 5 eml). Note: Our tickets in ZohoDesk are from our Gmail box. We checked in Gmail and it showed us all the 10 attachments. A support ticket was sent yesterday and still awaiting response. This is a critical issue for us. Please assist asap.
how can we configure which fields show in "case view"
Hi, When I've opened a ticket I want to be able to see all the critical fields in the "Ticket Properties" area (see attached). How do I configure which fields show in this view? Thanks
changing ticket template
Hi, When we have tickets coming in via email we haven't categorized them yet so we want to be able to set the ticket template AFTER it's been created (and assigned to an agent). How do I achieve this? Thanks
is there a way to see all "draft conversations" across all tickets you have access to?
Hi, I would like to have a view where I can see a list of all "drafts" that I haven't sent for tickets?
how do I sort the list of tickets?
Hi, If you see in the attached compact view - I would like to sort the tickets based on criteria. How can I do that? Thanks
default department selection
Hi, How do we make the default department selected on the top right of Zoho Desk always default to "All Departments"? We have lots of members who belong to different departments and for some reason Zoho desk reverts back to one of the departments and then agents miss lots of tickets. Thanks
Get an api token without expiration date
Hi Zoho Support, Is that possible to get a API token without expiration date? Regards, JCN
Help me please! urgent
I have an end user that he cannot access because he gets a message that the user doesn't exist, however i have already added. Could you help me?
Refreshing Dashboards
We want to add a Large TV/Monitor to our support room that has a Dashboard with ticket data, analysis, etc. We want this to refresh so that the data is current. Has anyone successfully implemented this style of Dashboard using Zoho or with another 3rd Party Dashboard app that integrated with Desk? Any help or suggentions would be greatly aprreciated.
Time based phone routing
Hey guys, Is it possible to route calls that come from a Twillio phone number depending on time? At the moment it only gives us the ability to present an out of office message, but we need to support our customers 24/7, even when our office is closed. We have a reception service to answer calls after hours, is there a way to automatically route to this service, based on time or no active agents?
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