Spacing issue
Dear support team, Kindly refer to attached GIF. The issue occurred during replying ticket to clients. Kindly advice accordingly. Thank you. Best Regards, Tsang
Can't add user to a department
I'm getting an error saying "The number of agents allowed by your license has been exceeded. Please upgrade your subscription and try again" when I try to add a user to a department. This error is being displayed on all of our departments. I can delete a user from a department but can't add them back to the department. We are already on the Enterprise plan.
Workflow or Macro with field updates to Account Name
Looks like when doing field updates with Macros and Workflow, the field Account Name is not available. Is this by design? The reason why I would like to use this is that our email subject starts with a client code, and I would like to setup and workflow to automatically assign an Account Name to the ticket based on the client code in the subject. Any advice on how to accomplish this?
Time Tracking / Billable Hours show $USD
When an Agent enters a Time Entry which is marked as billable, the entry is in $USD - how can I switch this to show £GBP? The $USD also shows on the report for billable hours so would also like this to show £GBP Many Thanks Liam
Can we block support requests from unknown contacts ?
Hey Folks, Am receiving few tickets from unknown contacts (apart from my customers). Looking for a way to block these spam tickets and allow my customers only to create a support ticket. PS: figured out via web looking recommendations while receiving tickets via email. Thanks in advance Avinash :-)
Please integrate Stella Connect with Zoho Desk Happiness Module
PLEASE integrate Stella Connect (http://stellaconnect.io/) with Zoho Desk Happiness module. Leaderboards, suggested gifting, coaching, etc would be VALUABLE for agents. This solution is currently integrated with Desk, ZenDesk and Freshdesk. Thank you!
Emails not updating for Help Centre logins
I've changed an email from an end user in the contacts section eg: oldTest@hotmail.com removed for user TestAccount new email for testAccount is NewTest@hotmail.com TestAccount though can still log into Zoho Help Centre using oldTest@hotmail.com even though this email is no longer associated with them. When I do a search in Zoho desk contacts for oldTest@hotmail.com, it says no contacts exist with this email. testAccount can also not log into Help Centre using newTest@hotmail.com even though this
Custom Views are gone
I had created a bunch of custom views and now they are all magically gone. Only one of the 10+ that I made shows up under "Archived Views" so what the heck happened here. I didn't delete any of my custom views....
Department Creation Error
Hi, We can't create a new department on our account. The basic department name, agent association etc screen is displayed when I press the "New Department" button on the "Departments" screen. I press the "Configure Channels" button after entering the required data in this screen and then the system directly displays an error reporting page labelled as "Sorry for the inconvenience". We did plan to start a new department in Desk for our logistics department but we are stuck because of this problem.
Cancel approval or change approver
Hi, we are working with Zoho Desk tickets approvals. Recently we had a situation with a ticket where one agent was asked for approval. But this agent was wrong and we hadn't be able to change it or cancel the approval. We can find no way to do that. But, is there any way to do it with workflows or any other Zoho Desk feature? We have a workaround using a bluprint transition to get out of the approval state and ask for another approval. But would be better if we can cancel an approval request or reasign
Any way around the lack of new ticket notification?
Has anyone has found a workaround to address the lack of notifications for a new ticket in the free version? I'm not ready to upgrade yet, but the free version doesn't include automation, which is the only way to get notifications when new tickets come in. This one missing feature makes the free version pretty much useless since I can't be logging in every hour to see if a new support request is waiting for me. I can't imagine anyone else would either. I'm thinking maybe there's another way around
disable SPAM Filter
Hello there, We seem to be having a similar issue related in the following topic https://help.zoho.com/portal/en/community/topic/spam-tickets-29-8-2016 We have noticed that a number of emails from different customers are coming through and this is creating Spam tickets rather than standard tickets in Zoho Support. We already have a spam filter at our mail server level, could you switched off the spam filter Regards, Das
Bullets under email
Dear Support, Greetings! Referring to the title above, whenever I use the bullets feature under the email. It will automatically change my front style and size. Kindly advice accordingly. Thank you. Best Regards, Tsang.
Reports overview page doesn't reflect the "On Hold" status data into the graphs
We were able to see the change in our "First Response Time" and "Response Time" dashboards after creating a blueprint which includes the newly defined states which are in "On Hold" status. After examining different aspects of the "Reports" section we've found out that the "Overview" page does include some errors with the "On hold" states. The "Current Ticket Stats" bar has the correct amount of per state values but the graph itself and the graph section buttons at the bottom of the graph do not reflect
Feedback widget looks horrible
I just added the feedback widget as a test.... What a horrible looking addon is this. What is wrong with it? This is straight out of the box. I also get error in dev tools of chrome After clicking the link a couple times it does show. But why does this look complete different than the the small chat version, this one has nice coloring and styling. I find that many items in Zoho Desk are not in line with each other. You market Zoho as something where apps are connected with each other. However the
Breadcrumbs are broken and useless
When you work with a single department, the hierarchy is kind weird. Why does is it need to show knowledge base as a link in the breadcrumbs? That makes no sense at all. Anotherpoint is that the breadcrumbs last child is the only one clickable. While normally this one should not be clickable because that is the current page you are one. Every child before the last one is a category or a sub category and should be clickable. See this link, http://www.promotiespullen.com/opmaak-en-bestanden/bestanden/het-opmaken-van-bestanden
Left TOC menu doesnt work properly
I noticed that the left menu can be folded open and close. However when you click on a 2nd level nothing shows in the right panel when it also has a 3 level In the screenshot you "Opmaak & Bestanden" but when i click this while im in the section "Producten & Materialen" Nothing happens. But when i do this the other way around, so im in "Opmaak & Bestanden" but that click "Producten & Material" It does show the other level??? Nothing happens when i click the 2nd level "Opmaak & Bestanden" but when
Zoho Desk : Notification for Self Service Portal Issue
Hi Zoho Support, One of my colleague received an email from our client which the content is blank. May I know what would be the issue for this? Kindly clarify me with what details you need for this image below.
I cant reach my zoho desk portal?
I was editting some articles this morning and all worked fine. Now i suddenly get this page when i view the portal? All was working just fine? Is there a solution for this?
Missing custom color, fonts and editing tools
Im really missing custom color picker (HEX code), adding own web fonts or more choices and other edit tools for the WYSIWYG editor.
Grammarly extensions causes WYSIWYG editor go beserk
I use this Chrome extensions Grammarly which corrects my English typing and helps with it. https://app.grammarly.com Now the WYSIWYG editor goes a bit beserk when this is active. Copy/paste seems to chop all text in parts, Styling text seems horrible but i dont think that is because of this addon. When i turn it off, it still adds different styling randomly. Are there known issues with these kind of extensions?
I wonder why the breadcrumbs and left TOC menu shows links it should not show?
I wonder why the breadcrumbs and left TOC menu shows links it should not show. It makes it look way to complicated. Look at the screenshot and i guess everybody can see this on his own portal. Why does it need to show the knowledge base url in the breadcrumbs menu. This does not make any sense and adds extra lines and difficulties moving around on the website. Also the breadcrumbs dont work, but i already reported this
I cant edit my own article, gives me error a users is editting it, while thats me???
I wanted to work on an article and know i get some warning that a users is editing/drafting this article. But im that user, so how is this possible? See attached screenshot of the warning
Cant change permalink, gives errror already exists
Im trying to solve an issue with a permalink of an article. Somehow i got a date added in the url path. Now i found the option to change the permalink where it shows this date in the url. But when i want to delete it i cant save because it says this permalink already exists. However when i test that link i get an error stating this article cant be found??? This is the url / permalink i need https://support.promotiespullen.com/portal/kb/articles/het-opmaken-van-bestanden This is what i now have but
Why do i see someone elses portal as an error?
We havent yet added an SSL certificate on our webdomain. Put i noticed something weird here. Why do i see aome other portal in this error? portal.bayshoretechsolutions.com They seem to have a Zoho portal as well, but i get the warning about an certificate which has been give by this site??? This doesnt make any sense to me?
Portal not mobilefriendly
Is there any fix for the little fold menu for mobile version of the portal site? When we visite the portal on mobile the little fold button doesnt do anything. There it very hard to navigate the site, this is mainly because the breadcrumbs are broken and dont work properly.
Why dont we see sub-section in the main KB page?
I wonder why we dont see the sub-section in the main KB page? They only show in the left TOC menu, but this menu is broken. Most of the links here dont work, it also show links which i think are to much. In the first image you the TOC on the left with its sub sub-sections, in the other image you see one list of all articles in sub sections. I really mis the sub sub-sections here
Changing an article title doesnt change its url
I have an issue where my url contains a date? i dont understand how this was added and i want it gone because its bad SEO. I tried solving this by changing the Articlea title but i noticed the url of the article doesnt change How can i solve this?
Zoho Desk Portal : Task
Hi Zoho Support, I would like to know if there is a setting for recurring reminder on the task?
Zoho Desk Portal - Add Task (Pop Out)
Hi Support Team, I had set up the "Add Task" and configure the "Alert Through" with "Pop up". Once the reminder initiate, I received multiple "Pop up" at once. I believe this is a bug. Kindly have a test on your end for this. Please refer the attachment for further clarification.
iWoWSoft: Integrate with our Solution to access knowledge base without login
Hi Zoho Support, Good day. I would like to inquire on whether it is possible to directly integrate our solution by not needing to login to view the knowledge base? Also is it possible to just show the Knowledge base tab and make the rest of the tabs invisible (My Area, Submit A Ticket)? Regards Swati Project Executive, Implementation & Support +603 4141 8133
Intervention Sheet
Hi, Is it possible to generate an intervention sheet from a ticket? We need our client to validate the intervention of our technicians on site. Thank you
Workflow - update when non-client responds
Hello everyone, A quick question, I hope! We have a workflow set up so that any time a customer responds to a help desk ticket the due date is changed to current time + 30 minutes. That has been working really well but we've just discovered an issue. For most cases, a ticket is created when client1@example.com e-mails in. We respond and then when they reply, the workflow activates and the 'due date' is changed to current time + 30 minutes. The problem is that if someone else responds to the ticket
Mango Office Cloud VoIp
Hi, I would lyke to ask if is in your plan to integrate Mango Office Voip ( https://mango-office.com/de/ ) Could you help me to better understamnd how can I integrate Zoho Desk and Mango? Thanks!
SSL Certificate for my desk portal
HI I need a SSL certificado in my portal https://suporte.estudarparaoab.com.br/ Thank you
Twilio Link for List All Tickets
Hey guys, I'm wondering if their is a way to get the Twilio link that is associated with a ticket through the List All Tickets call. Thanks Corey
Email CC Issue
Hi Zoho Support, Zoho Client Portal Issue # 1 - We would like to sort the ordering from the image above. Is there a way to sort it? Issue # 2 - For the CC feature, it will only allow to include 1 person in loop. We would like to add multiple emails in the CC. Zoho Desk Support Issue # 1 - Same as Issue # 2 for (Zoho Client Portal). This was previously discuss with one of your colleagues "Re:[## 24706324 ##] Ticket Layout CC Field" I understand that once tickets are created, we will be able to include
Power your Self-Service with Google Analytics
Analyzing metrics related to your Help Center is crucial to maintaining a good self-service system. It's important to keep your Knowledge Base updated with relevant content, that's helpful to your customers. The Knowledge Base Dashboard available in Zoho Desk gives you limited information about existing customer interactions; like page views, popular keywords, and keyword success ratio. This is where Google Analytics can help you out. Google Analytics provides a variety of tools for everything
Copy All Agents When Responding To A Ticket
Hello, We run a very small help desk with very low traffic so we have some days where agents do not log in. It is possible via a rule or macro (or something else?) to automatically copy an agent's response to a customer to all other agents during sending? Currently, our agents have to manually type the email addresses of other agents in the CC or BCC field to keep them in copy. Any help or pointers would be appreciated. Thanks, Keith
exclude an account from statistics
is there a way to select a company that we don't want to have the times/etc included in the statistics? we have one account that we receive emails from that is more of an auditing alert and we don't need to respond as quickly but I don't want that bringing down our averages times for responding or resolution/
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