Add contact and Organization look up fields
I'd like to see the ability to add contact look up and a vendor look up field for tickets. We have vendors that we report tickets to if we can't solve the issue for the client and open a ticket in their system. It would be nice to be able to assign a 'vendor' to a ticket (we work with 3) and a second contact. The second contact would be the 'vendor' contact that is working on the issue.
Is Zoho Desk Email down?
None of the incoming mails are received in the Zoho Desk system. Tickets are not getting generated. I am wondering if the Zoho Desk mail server is down?
Help Center User Invite Email Issues
Good morning. I sent out a Help Center User Invite Email and re-sent it several times with no success. It is not going through to the email's inbox or spam. I tried this again with other email addresses with different domains and still, nothing going through. Could our zoho email address be blacklisted or is there something wrong with the initial email address setup? Any idea of how to resolve this? Thank you!
Remove as End User
I can Add as End User, but how do I revoke end user access without deleting the contact?
Update Emails for the comments
How would I get to know, as a Customer, when the Support team has responded to my query? Each time an email should be triggered, if there is an activity happened on the thread/ticket.
How to enable desktop notification (ie browser notification) with Zoho Desk/
I use Chrome on Linux. I have removed all blocked website from Chrome's desktop notifications. Plus, zohodesk is whitelisted (enabled). Browser notifications are working. I can visit this site and test them, and they work https://web-push-book.gauntface.com/demos/notification-examples/ But I have never seen a notification from zoho desk. I saw this forum post https://help.zoho.com/portal/zohocorp/community/topic/desktop-notification-15-10-2015 which says desktop notifications are available. What
Magento integration
It would be great if zoho worked with magento so you could pull users information on what they ordered
Embed KB in third party website
how can i embed my KB into a third party website? is there any API and documentation you can provide to help me?
embed KB in third party website
can we embed our KB to a third party website? is there any APi and documentation that can help us?
Tickets get expired in my ticket view
Hi all... hope you are well. I have seen that my ticket view doesn't display tickets older than 30 days, The view doesn't display tickets even if the tickets have a comment attached. This is getting a huge problem because we lose tickets of 30 days old How can I extend the "life" of the tickets in my view? I would like to display tickets at least 100 days old. Thanks a lot Marcello
Why deleting a department is not possible?
Depatments can only be enabled or disabled once created. Why deleting a department is not possible?
CC Agent that Submitted a ticket
Is there a way that an agent can be copied on communication to a requester when the agent submits the ticket on behalf of a customer?
Unable to send outgoing email
When responding to a ticket, getting an error: Aw, Snap! Your response for the ticket #11619 could not be sent since the authentication failed for the SMTP server.
contact us at the bottom of some knowledge base articles
If customers have unanswered questions, we would like to have an option at the bottom of some help center articles to contact us. Is that possible and what's the easiest way to do this? A link to a (custom) ticket? A form? How? Additionally, is it possible to have a custom ticket depending on the article? for example: a customer still has a question after reading a help center article about Warranty. Can we get a "contact us" option in which the customer has to fill out a form with order reference,
Tickets not creating
I have two email addresses set up: support@bookminders.zohodesk.com and apphelp@bookminders.zohodesk.com. I set these up as contacts on my exchange server and added them to my internal distribution groups. They do not consistently create tickets when i send or forward the emails to the internal distribution group. Am i doing something wrong? Thanks
Tickets not generating
My tickets are not generating when I send emails to my distribution groups associated with my zohodesk accounts. I am receiving the emails. Is something setup wrong? Also, on the sidebar i receive a notice of: "The record(s) you were trying to access is not available. It may be due to another user might have deleted the data or you are denied access to the record(s)."
Cloud Telephony Integration for Zoho Desk.
I am looking for a Cloud Telephony Integration with Zoho Desk (we are based in India). We are looking for following features: (1) Missed Call Create a Ticket (automatic) (2) Accepted calls Create a case (automatic) (3) Accept the incoming call from desk and Disconnect the call from desk (4) Call details such as Inbound, Outbound, Duration etc recorded (5) Call recording is accessible from desk (6) While on call if the contact is in database - it pops and agent can edit the ticket (7) Click to call
Zoho Desk is not creating any ticket when I email to my default email address
My default support email is not working: support@vixoniccl.zohodesk.com Can somebody help me with this? Thanks!
Creating folders to save closed tickets (responses)
Hello, We are trying to figure out how to create folders to save "tickets", emails we have responded to and had resolution on different subjects..
Can't receive emails
I have created an account with zoho and pointed my mx servers there. More than 12 hours have passed since and I still can't get any emails. The domain is echocheats.xyz and I'm trying to send mail to an account called payments@echocheats.xyz I'm using godaddy as my domain manager
Ticket Subject Line - Too long to view completely in open ticket
We are currently using Zoho Desk to capture support emails, and turn them into tickets. We are using it as an internal metric and support knowledge base, but wanted to allow the customer the flexibility to continue to use standard email when contacting us with an issue. Sometimes, the customer will put quite a bit of information in a subject line, and then the body of their email will simple state "See Above" or "Thanks" This becomes an issue when the subject line exceeds what ZohoDesk will show
Edit template text
How can i change the template to be text instead of the weird formatting?
Chat not working
I see a message that states "You must have at least one public department for using Chat" I am fairly new to Zoho Desk, I have checked everywhere and under departments, I have 1 default dept. ?
Is it possible to customize Agent Login Area
I am curious to know if we have the ability to customize our portal for logging in to Zoho Desk? Right now it has a basic simple form with our company name on it. I would like to customize it with out company logo and perhaps other features.
Enable ZOHO ASSIST on Desk
Hi Zoho, I am not able to integrate Zoho Desk and Zoho Assist. There is a message "We are unable to process your request. Please try again later." Therefore, it is not showing remote support when I need to solve ticket. My email is "jack_mai@smartvisiondirect.com" , hope you can find my organization or zoho account. Thanks
Subscription field in Zoho desk
Hello, we are an it support company and we are in a trial of zoho one. We are mostly going to work in desk, but we would like to use subscription. I've tested this but we are missing a essential thing. The subscription of the contact or customer is not visible in ZOHO Desk. is there a way to see this subscription through some kind of integration. Possibly through custom fields? The CRM integration only shows the contact information. The missing integration is of course the integration of Zoho Subscription
Custom function to change status of ticket
I apologize if this got double posted... Hello! We're in the process of trying to replace our existing ticketing system with Zoho Desk. One of the issues I have is that my environment has a few "agents" who are heavily dependent on email to respond to and create tickets. We seem to have gotten down the process of creating and answering tickets via email, however, I can't seem to "close" a ticket from email. In previous tools we've tested, you could put something like #CLOSED# at the bottom of
Using Supervise Rules
Hi, I need some help with configuring an alert to be sent upon 5 days case age- but only 1 email exactly on the day the criteria were met. I tried to configure this on Supervise with below setting and attached is the result. Please note these details are gathered from the History tab of each ticket. Hours since created + is + 120 AND Escalated to + is empty Please confirm: 1. Since the rule runs on hourly basis, is it supposed to send alerts for the same ticket every hour even though my criteria
Anyone else having an issue with replies not showing up for hours?
A few weeks ago I started seeing a glitch, I have a ticket open but it gets fixed then comes back I have my email set up to forward customer replies to Zoho where they show up in the ticket system. Because Zoho still doesn't have VERP enabled or anything else implemented so that I can just reply back to their emails, I have to WAIT until the email shows up in the ticket system before replying. Normally, it's fast. Like seconds or minutes. About 2 weeks or so ago, it started taking hours. I screamed
Zoho Search Functionality
Hello, I have a query in relation to the search functionality. In our system, we search off a word labelled Indium. It sporadically will pull up on some tickets with Indium and other tickets it will not pull up even if Indium is in the email. So my question is, what exactly does the search function in Zoho pull off of? What is it exactly comparing it to? Thanks! Ray Darrah
Ticket Reply with Hyperlinks to a network file location.
Hello All, I am looking for a way to send a ticket reply that would include a hyperlink to a file location on our local network. Because the file location may be different for each ticket I would like to base it on one of my custom ticket fields. My thought was to create a reply template using something like: <a href="file:///\\Full Server Name\ ${Cases.URLFieldTest}> Click here for your report</a> So far the only way I have been able to get this to work is to inset the link then edit the html. This
Global and Scheduled Reports Limit
Hi, Is there a limit to the number of global and scheduled reports that I can configure? Thanks.
Chat Features and Pre-Chat
Is there any way to possibly change the fields in the chat of Zoho Desk. For example to remove the requirement of inserting the email field. or selecting between support Category before chatting?
REGISTRO CNAME
Hola Buenas tardes, no puedo acceder una vez que agrego el cname a mi cpanel. me arroja el siguiente mensaje Not Found The requested URL /support/helpge/ShowHomePage.do was not found on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
reports
Why do I see so many different numbers when trying to find how many tickets are not closed by agent?
I made a mistake when changing my domain
I made a mistake when changing my domain name and now I can not access my site. I would like you to help me restore it.
can someone help me with these 4 issues.
i am setting up zoho desk, running into couple of issues. 1. i setup domain change to support.avigosystems.com, but when I go to the domain the SSL cert thats on the server shows that the site is unsecure. - thats not good, I do not want customers to see this. 2. when i go to my support site the support.avigosystems.com this is support site for customer. I put my logo but next to the logo on the right there is my company name listed there. I dont need my compnay name 2 times. As my logo is already
Create ticket API integration error
I am not able to find the url destination for creating a new ticket with python through xml data. The error in python says check the parameters used. import urllib.request authtoken = '#######' OAuth="Desk.tickets.CREATE" params = {'authtoken': authtoken,'scope':'supportapi', 'xmlData':'<ticket><row no="3"><FL val="CONTACT NAME">JOHN</FL> <FL val="EMAIL">JOHN@JJ.COM</FL> <FL val="PHONE"> 555-555-5555 </FL> <FL val="SUBJECT"> NOT ABLE TO FIND CS </FL> <FL val="DESCRIPTION"> INFO NOT GIVEN ANYWHERE
Classifications for different departments
Hello, I was wondering if it is possible to display different classifications for tickets based on department. For example, we are using Zoho desk for IT and Maintenance requests. We would like to have classifications like plumbing,heating,custodial only show if the user chooses the maintenance department.
Custom ticket status' for different channels
It would be useful if we could have different ticket status' for different support desks For example, our report support might want a status to say 'report sent to formatter' but this same status would not be applicable to our IT support team
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