How do I disable SLA notifications in the slack integration?
I have a slack channel setup to notify my team of new tickets created. Problem is that we had to set up an SLA for all tickets as a workaround to reporting on tickets for business hours only. Now that the SLA is up the channel for new ticket notifications has become useless as we get Escalation alert upon Escalation alert even though I've only got the option to notify for new tickets selected in the integration. How do I turn off SLA escalation notifications?
Tickets are not created from our domian (@analytica.international)
Tickets are not created when a email is sent to the default channel email from our corporative email with domain @analytica.international but I can see that the email is fetched because the counter in Incoming and outgoing Bandwidth chart is increased. If I send a email from a diferent domain the system works as expected so I guess the problem is the incoming domain. Thank you very much for your help.
Can we customize the ticket data shown in the ticket list view?
Hi, we just started evaluating this product. Can we change the list view of tickets - right now its ticket #, ticket subject, status, assigned agent, few other things. Can we add fields to this view? I know we can add custom fields, but I'd like to be able to see them on the list view. Just to be clear this is what is displayed when you log in and click "tickets" on the top left of the screen.
How do departments work with users seeing other user tickets
Hi, we'd like to use this for a single group of 20 employees. It looks like when you create a ticket as a user and log in as that user, you can see all the tickets (I think). What is the criteria? How do you assign users to a single entity so they can see each other's tickets?
CONSULTA
Buenas tardes, No me está funcionando la función para descargar en excel el filtro de email que he puesto, podrían indicarme cómo hacer? Muchas gracias, Valentina
Delete Help Center user personal information
Hello, If Zoho Desk Help Center users can't be deleted but just deactivated, how does this comply with GDPR? Specifically: The data subject shall have the right to obtain from the controller the erasure of personal data concerning him or her without undue delay and the controller shall have the obligation to erase personal data without undue delay where one of the following grounds applies. Best, Jon
Changes to your Setup page within Zoho Desk
Over the last few months, we've introduced several new features and integrations that have added to Zoho Desk's capabilities. To incorporate these items into the existing Setup page, we've regrouped some features, and renamed some groups. Here's a guide to help you navigate your new Setup page. Some changes that we've made: - The Organization group has been renamed to General. Some items have been retained under this group, while some have been shifted to a new group called Users and Control.
Providing annual inquiry tickets in advance to customers
We would like to grant customers the number of annual inquiry tickets in advance depending on contracted maintenance service. In this way, can we set an upper limit on the number of inquiry tickets in advance? And can a customer can see the tickets consumed and remaining?
Default Time Zones
Does anyone know how to do the following: 1) Set a default time zone, so that when a new user is invited it can default to the office time zone instead of making users pick from the huge list. 2) Customize the User Profile, so that when invited users join and create their password, they don't see the "Twitter" and "Facebook" fields. This is completely irrelevant in our company and looks unprofessional / confusing that we even have the fields listed. Thanks!
Please Allow Us to Turn Off Email as Required Field
We need Zoho Desk to stop not allowing us to create a ticket if we don't have the contacts email in the system. It's common for us to have contacts in the system under an account without an email address that communicate with us entirely by phone or text, a property manager for instance. If someone calls us or leaves a message for us about a service issue we need to be able to go and create a ticket quickly for that account and contact without Zoho Desk getting in the way and telling us it's not
Unable to process your request
I try to add "New Holiday" in Zoho Desk, but I can add just a few of them then I got the alert that "Unable to process your request"
Set Contact Profile as Inactive
Most of my customers want their account(profiles deleted) but I do not want to delete them out as I want to keep the logs and tickets for quality purposes. Would it be possible to mark the contact (customer) as inactive? With it being set as inactive the customer would not be able to log in or create tickets (customer side & agent side) Please do consider this
Customizing Self Service Portal Invitation
Hello, is there a way to translate the service portal invitation mail?
Zoho Support Notification Issue
Hi Support, Previously, my colleague (agent) was able to receive notification such as receiving ticket reply or adding a comment. However on the 29th Aug 2018, he stop receiving any notification from the Zoho desk. Below are the attachments regarding the configuration and the notification panel which he stop receiving the notification. Appreciate you would assist on this matter. Regards, Winson
SSL Certificate for my desk portal
How do I install a certificate on my desk portal? I already have a certificate. I just can't find where to configure it. Thanks.
Assign/Route by time hours
Hi, I was trying to create an Assignment Rule by office hours but the criteria in Assign/Route and Workflows for field CreationTime only let me work with dates instead of times. So I can create a rule to assign tickets to a team after, before or between dates. What I want to do is to assign a ticket to a team between, e.g., 7-17 hours, and after 17 assign the tickets to another team. Is there any way to do that? Thanks! Regards
Ability to change Ticket Status text.
We have customers who enjoy using the back and forth feature of email/help center for tickets. But we close the requests once work is completed and the customer can re-open by simply replying to ticket. The problem we have is we get customers that get confused/upset when they see their tickets closed. We would like the ability to change the status text to anything we would like and set fall backs based on them. So instead of CLOSED, we would like to set tickets to ANSWERED. Then after a defined
Anyway to stop the '...' expand option?
Hi, Does anyone know of a way to stop the body of forwarded in emails using the #original_sender thing from being hidden by the '...' button? It's very annoying not being able to see a preview of the ticket. Mark
Keep track of time and payments, now from within Zoho Desk.
Working on tens or even hundreds of tickets a day can leave your workforce lost on how much time went into what issues. This kind of information can be useful for streamlining of the team's effort, and crucial for matters like billing your customers. The Timer Zoho Desk's Time Tracker Enhancements help keep track of every second of work put in by every agent. Your team can clock in working time either manually for every ticket, or set it to automatically track the time they spend on each ticket.
Can I custom Blueprint Notifications
Hello, I've created a simple blueprint workflow. I noticed that the agents concerned ( before section) receives notification but I don't find any option for: Enabling or not these notifications Customizing these notifications as I want Thanks for your help
Department view - sudden change of due date
Hello, It appears that Desk has change this afternoon. When in Derpartment View, tickets used to have the due date after them e.g. Ticket title - department name - 06 August Now this has changed to: Ticket title - department name - 1 day remaining Can I have this changed back please? It's pretty annoying when you have been used to working one way and then Zoho change something without notice or an obvious way to change it back to the way it was.
Can I customize desktop notifications?
Love that I get deskbot notifications in Cliq...however, I'd like to modify the stock notification to include the ticket subject and perhaps the customer. Here's what I get now: Ticket Reopened in Zoho Desk New customer reply has reopened the ticket #4953 owned by you. Here's what I'd like to get: Ticket Reopened in Zoho Desk New customer reply has reopened the ticket #4953 owned by you with subject Website Down from ABC Corp. Is it possible to modify the deskbot messages? thanks, Scott
Can I reply to emails with links to KB articles easily?
How can I easily attach KB articles to emails when responding to service issues and requests? I know I can cut/paste but there must be an easier way?
Ticket Peek Search Bar VERY ANNOYING
We love using the "Ticket Peek" function although still in beta. The worst part of it is the search function on the left of the panel. Every time we opened a peek panel and want to type a reply to a customer, the cursor will automatically jump to the search. Please DISABLE SEARCH or fix this so that search is an option and would not interfere with message replying. thanks.
How to know which Tickets have a a Bug Filed for it
Dear Zoho Desk Support, We need to know how to find if a Desk Ticket has a Bug associated with it but in a "massive" way let's say a "View" that shows that for a certain pool of tickets. Is this possible at all???? Please your help with this question and thanks as always!! Kind Regards
CRM Purchase Order integrations
Hi, I wonder if there is any way to interact with Zoho Desk tickets from CRM Purchase Orders. I've been reading docs but I can't find a way to (e.g) close a ticket on a Purchase Order event. Or creating a Purchase Order in CRM after a Ticket even (e.g.: state change, or approval ...). Thanks in advance. Regards
Problems with criteria triggering workflows
Example: I have a department with 2 email addresses, example@abc.zohodesk.com and test@abc.zohodesk.com. I've disabled all the default notifications. I want a workflow that triggers an alert IF the email is sent to example@abc.zohodesk.com AND the subject doesn't contain "test" or "example". I create a workflow with the following: Execute on: Create Criteria: To address is example@abc.zohodesk.com AND Subject doesn't contain test OR Subject doesn't contain example Criteria pattern:
Matrix Report Not Showing Data HELP
Hello When i generate a Matrix Report on Tickets By Status i get all zero. No data actually, i dont know what i am doing wrong! HELPS
No more ticket created from mailsin Zoho Desk
Hi, I am currently encoutnering a weird problem, when I transfer a mail to Zoho Desk from my professional email address, ticket are not created anymore! If I do it from another email address (Gmail), it works. The weirdest thing is thatht I've got some "jumps" between the number of my tickets. The last one I've managed to created normally with my professionnal address was number 252 and the last one I've managed to create (with gmail address) was number 261. In between, no ticket shows up! (I guess
Layouts just got a whole lot more customizable!
Dear Customers, Layouts help you organize your fields in each module. They help you quickly get to the information you care about the most. Until now, you could modify layouts and create custom fields only at the organization level. Today, we've made layouts more customizable. Each department can now have its own layout. Agents can create and use custom fields within each department, without interfering with those in another department. They can also configure department-specific picklist values
Is there any way to get a Report that shows which Tickets have gone
through Escalation (SLA)?
Hello there guys! I've been trying to find something that shows what the title of this topic implies but couldn't find it anywhere (I'm probably just looking at the wrong option tho') Would you kindly let me know if it's possible to know how many tickets have been escalated lately and the person who was responsible of it before the escalation itself? Kind Regards and as always, thanks for your help :)
URGENT Field Dependencies not Working since Yesterday
Hello fellow Desk Support, Since today we're dealing with some serious issues at our side related to the "Field Dependencies" setting since they seem to be working improperly without further notice (it was working as intended until yesterday afternoon) We double checked our Permissions/Roles/Profiles and Field Level security and everything is correct (as it was before), nevertheless it's not working at all since we're not being able to select certain options from the fields according to the current
Email Notifications to Agents
How would I set Desk up so that I receive an email notifications when: 1. Someone responds to a ticket. 2. A client creates a new ticket by emailing help@company.com Thank You
Setting up new ticket auto reply to "original" sender.
So it appears when a new email (customer) is received on our end support mailbox (csupport), we have to forward it to zoho (zsupport). Originally we assumed zoho had the ability to log into this mail box and grab the mail. The issue we are having is that we have zoho set to auto reply "thanks, we have your ticket" but instead of going to the customer... it goes to our csupport mailbox. We found the "Other Configuration" settings with the toggle for "Create tickets on behalf of the sender while forwarding
Eamil tracking
Hi, Does ZohoDesk support email racking in the sense that I will know when a customer has received an email as well as when they actually read it? Regards, Dion
Deleted Zoho account but won't remove page from google
Hello, I closed my Zoho Desk account and the help desk still seems to be working when I access the URL. I don't want customers to get confused between my closed zoho helpdesk and my new helpdesk.
Ticket notification to an external email
Hi, I've been looking for a way to send an email to an external email address on ticket creation, but i can't find it. I wonder if it is possible. In notifications templates I can't use an email out of the department emails. And there is no other way to generate or forward an email out of the notifications, there is? Thanks in advance for your help. Regards
Can I create a rule that assigns tickets created on a certain day of the week to a specific agent?
One of our agents works four days a week. On the day she isn't woking, I want to automatically assign all tickets generated that day to another specific agent. I see I can create this rule on specific, one off dates, but can I create a rule that recurs weekly?
Disable Spam filter
Hi! We are getting trouble with Spam Filter and I can't find the way to disable it. I've seen other posts in this forum asking for spam filter removal. I also would like to ask you to disable the Spam Filter if there is no tool to configured it by myself. Thanks in advance, regards!
Access to a list of current open tickets (i.e. for specific locations)
to Local Managers who are not agents ?
I oversee ZOHO help desk for a regional education authority ( like a school district) with over 40 locations. Teachers at these locations add their own tickets using the Web portal and select their location from a customised field in the portal form. The volume of tickets is small but the Managers at each location would like to see the tickets for their specific location before IT staff arrive for on-site work. (It is not possible to incur the expense to make all managers agents) Is there a way
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