Idea: Move the department selector button to the left of the modules.
Guys, One of the things that bugs me in Desk is that the department switcher button is on the right. I switch back and forth often, and it would make more sense to me to have this on the left. Or give us the option of moving it... Thanks!
Refreshing drop down items in Zoho desk app
When I make a change in a field drop down menu, my app users do not see the new items or changes unless they re-install the app. Is there a better way to refresh their apps? Thank you!
How do we prevent Undelivered Mail notification from creating a new ticket
Hi, We've been using Zoho Desk with a workaround for the 1 contact = 1 account limitation by using dummy contacts (email). Because of these, users tend to send an email to these dummy emails, which causes a bounceback email in Zoho saying it was undelivered. Is it possible to just add this notification to the log or history of the ticket instead of creating a new ticket? It has become troublesome for us which is unfortunately something we can't avoid unless the limitation is fixed. Thank you. Regards,
A whole new facet of Search
Dear Customers, We're constantly thinking of ways to make your experience with Zoho Desk better, through new features and useful refinements to old ones. Faceted Search is a new functionality added to your quick and advanced search options within Zoho Desk. It lets you cut through the clutter, and find exactly what you need in no time. When you hit "search" in Zoho Desk, your search results will now be categorized into facets like status, channel, priority etc., enabling you to quickly navigate to
Remote Authentication
We are implementing remote authentication and have a couple of questions 1) How will this work for agents who are logging in? It seems as if when an agent logs in there are some issues. 2) When our portal users log in, the name is coming in a 'undfined'. Any idea? 3) Besides agent users and portal users, are there any other scenarios that may be impacted by remote authentication?
Customers by code Zoho Desk
In zoho desk, I need to know if there is any way to link the contact (clients) to some code. For example, tickets use (# 101), so I can search both the subject of the ticket and the code # 101. For if I were a customer who uses 5 accounts to use zoho desk, how would I know if they are no longer client. I need something like tickets to customers.
Zoho Desk Alerts - Excessive - How do I control them?
I'm getting tons of alerts from Zoho Corporation via Zoho's Help "Desk" account. To be specific... I am not referring to the alert's I'm receiving from YOUR account... not my own Desk account... which I am actively building out. Please point me in the right direction so that I may tame the amount of emails I'm receiving from your help center. Thank you very much. Jim
Zoho Desk Android App Notfications
I've had the android app for a while now and just never got around to fixing the issue with not receiving notifications. I'm currently using v 2.2.5 of the app. I have checked that push notificationsis selected and that inside notification settings that every category is selected but still no notifications. In browser on my desktop the only notifications I've every received are when someone replies to a ticket that had been closed or if they leave a rating. Any ideas on how I can fix it?
Disable integration
Hello! I've an integration with Zoho Reports. In an effort to have the latest date, we deleted the database in Zoho Reports, so we can create it again. It seems like you can not re-create the database, nor delete or modify the integration from Desk. Can you please help us? Thanks! Diego
Thanks for putting us on the map.
The happier your customers are, the better your business grows. Today, Zoho Desk is awed by all the happy reviews that our customers have given us. We have truly grown by leaps and bounds, thanks to your feedback. Multiple software reviewing platforms agree with us. To name a few, Zoho Desk has received the "Editor's Choice Award" from PC Magazine under the "Best Help Desk Software, 2018" category. It has also sealed its spot under the "Leaders" category in G2Crowd's "Best help desk software of
Add Accounts Field to KB and limit KB access
As using multi-branding is somewhat hassle especially when you have many products that are unique per accounts since it will require different departments and support emails, It would be nice if 'Accounts' field will be added to KB and only customers under the account specified for that KB can access it. Here's a sample screenshot: https://snag.gy/PTXGsR.jpg
Cannot Delete/Remove Field from ticket layout
I have an extra 'Text' field that I cannot seem to remove. It's right after the description and sometimes my users write their description in that box. any ideas on how to remove it? I have attached a few screenshots
Twitter icon on ticket?
Hello- super new to this. Just wondering why there was a Twitter icon next to the Ticket name (and when you hover over it it shows the checkbox). Please see photo. Also, how can I remove or change it? Thanks!
Import passwords to Zoho Desk
Hello, We are implanting Zoho Desk in my company. Today we use another software to manage our Tickets, then our customers already have logins created to use it. We have a data base with the profiles and the passwords of them. I would like to know if there is some way to import this set of passwords to Zoho Desk. It would be important to prevent the rework for our customers to create new access passwords. Thank you in advance for your attention
Second Email for Another Domain on Free Account
Hi - I have a free account with one email address. I need to create another email for a different domain. Can I do that under my free account. If I can't, then I will erase my current email. How can I do that, or what is my best step to take on this issue? I cannot seem to find a solution to this. Thanks!
Agent rotation for tickets notifications and/or assignment
Dear support agents, We have a agent for after office hours and weekends to attend tickets in our old ticket system. This agent shifts each week. In order to migrate these bussines into Zoho, I would like to automate agents shifts, to notify only to 1 agent a ticket creation. But I can't find a way to do that. I did an approach creating a team for the assignment rule for new tickets, but with this solution I have to change the agent in the team on each week shift. Is there any way to automate teams
Can an agent log in as a customer?
As per title. Is it possible for an agent to log in as a customer so that we can see what our customers will see?
Allowing Managers to view all tickets
Hello Is it possible to fit the following scenario: Ordinary Staff log tickets relating to their equipment, but only see their own tickets Managers can log and view their own tickets, as well as everyone elses? We've had some clients who want to monitor how much their staff use our helpdesk, and for what reasons.
We want for zoho desk to set the field when zoho desk gets the mail which content contains Specific character string.
We want for zoho desk to set the field when zoho desk gets the mail which content contains Specific character string. when we want to check whether the contents of mail contains specific character or not, How do you write in custom function script?
One more step towards better data protection
Hello! With the enforcement of GDPR, all of Zoho has undergone a massive upgrade in security measures. In addition to the initial set of features, Zoho Desk has put out two new features towards the protection of data: delete and anonymize agents. When agents in your organization quit or move to a different business unit, you can delete their profiles after transferring the ownership of their open records. You can find the list of deleted agents in Zoho Desk's setup interface. You can also anonymize
New Ticket - Sort Product by Name
When I create a new ticket it currently shows products sorted by last created. How do I change that sort to sort by name? I know how to do it on the Product page, just not while in a new ticket creating it.
I would like to attach a spreadsheet to all tickets opened for a specific account, is it possible?
I would like to attach a spreadsheet to all tickets opened for a specific account, is it possible?
Using Auth0 for my SAML provider gives me the error 'The Email
address "null" specified is not valid. Please specify a valid
email address.'
I am using the service Auth0 as my Identity Provider and Service Provider for my wordpress website, which allows me to use them to store all my users login credentials. This also allows me to configure Auth0 as my service provider for any web apps so my users can log into my other web services using their wordpress credentials. I'd like the same thing for Zoho Desk. So far, I have configured Desk SAML with the settings for the SAML Auth0 application I created specifically for Desk, but after logging
Ticket created notification for the ticket creator
We have a contact form on our website that our visitors fill in and a ticket is automatically created in Zoho Desk by sending all the information in the form as an email to our Zoho email address. Our question: in the free plan, isn't it possible to send an email confirmation to the website visitor to let her know we received the message ? Thank you
move department to other portal on zoho desk
Hi Im from mexico. My question is: i would like to move 1 department or creater a new department to a new portal that is allready created. I post a new photo: Department Pruebas to Portal Jams electronica or new department to Jams electrónica
What a default Department is?
In the Departments Setup, one department is flagged as default. What is the practical meaning of this default? In case the default department has to be disabled, because the project design has changed, can a new department be the a new default and how?
Task due date using calendar
Hi I add tasks to a ticket using a workflow. In this workflow, I would like to set the due date of a task by adding a number of business days, based on the business hours I set up for the company. Is this possible? I've tried to use an additional workflow to set due dates, but I see Field Updates are not available for Tasks. Pierre-Andre
Convert Chats into active tickets
It would be nice to convert a chat into a said active ticket. This would cut down on more tickets and also help the agent better if the ticket and chat transcript is all in one place Shouldn't have to merge the requests together to do this
Audible Chat Notification Not working
I haven't changed anything to my knowledge, but the audible ring that usually goes off when I have a new chat request has stopped working and I keep missing chat requests.
Workflows Not Activating
Hello, I have multiple Workflows set up in the Accounting portion of our Zoho, as of about 9AM this morning they ceased working which is causing most of our routing to not occur. Can this be checked into? Thanks! Raymond Dean Darrah
Search for tickets I'm tagged in
How can I search for tickets I'm tagged in on our Desk portal? Not tickets where I'm assigned as the Ticket Owner - I'm looking for tickets where one of my colleagues has tagged me with @ in a comment. Thanks!
Embedded Chat without Floating Button
I would like to continue to use the Embedded Support Chat, however, I'm not a fan of the floating button. I would like to place my own custom button and be able to launch the embedded chat feature when it is clicked. I can't seem to find how that is possible. Any help in solving this would be appreciated.
Automatically assign time to reactions
Hello I have a small problem with the automatic allocation of the notification time. Well, I would like the new tickets to automatically get 24h to answer. After replying to the ticket, I would like his status to change to "waiting for an answer". Then, if the customer replies to my message, the ticket changed its status to "to reply" and got 24h to respond
End User permissions
Hi I created End Users but they can see all the tickets. Please could you help me the customers need to see all tickets created until now. jcann@scottsandco.com mrowlands@scottsandco.com rwatkins@scottsandco.com
Change author of the description field
I've noticed whenever a ticket is created for a customer, the author of the description field is always the customer. Is it possible to change that to the person who actually wrote the info? Example 1 - a customer calls our support line, I take the call, and open a ticket. Rather than displaying my name under the description, is shows the customer's. I would like that to be my name instead, since I was the one who actually wrote that content. For instance, I opened a test ticket for our customer,
Planned Enhancements for Zoho Desk
Hello, Can you let me know what enhancement are on the roadmap for Zoho Desk, so that we can prepare ourselves for how we might need to change our business processes? Thanks Renu
Problems while composing a message in community forums
Hello, I have a problem when write a comment in community forums. Steps to reproduce: 1. Open community forum thread and click Comment below someone's message 2. Switch to Rich text 3. Type few lines of text and then insert a picture 4. Select a picture and try to click Best below it. It is impossible because those buttons are hovered by a panel with file attaching and Comment/Cancel buttons. See attached example image. In general, comment composing window is too small. Is it possible to make it
How to use the content highlighter in knowledgebase
I was wondering how to use the highlighters in the knowledge-base. Please see video. https://www.screencast.com/t/Vl6BnBTlYKn So much time is wasted trying to format these knowledgebase article. I can't begin to tell you how frustrating this is.
How to Disable/Delete my Zoho Desk account?
Just opened the Zoho Desk account but it's too complex and difficulty for what I need, so I want to disable/delete it but keep using Zoho Mail. So how should I proceed? Thanks!
Open the Desk app on iOS and Android from ticket link.
When I get a notification on my iOS or Android device in email for a ticket, it opens the web browser and not the native Desk app that is installed. This is a time impact as I have to log in each time. I know I could simply remember my login on my browser, but it would make sense and ENHANCE THE USER EXPERIENCE to open the native app IF installed.
Next Page