Free Edition Trial
Hi, How can I trial the free version features? It seems, unlike say CRM, I can't downgrade from the trial to the free version. I am just trying it out and getting my head around the features but I would rather do this with the free version being the edition we will be using. Thanks, James
Change Company/SLA on Ticket according to Domain email comes from
If I have an email come in from user1@company.com or user2@company.com or any user from that domain - I want the ticket to change to the Account name and activate the SLA I have assigned to that account so the ticket times starts as soon as it arrives. I know I can assign contacts to an account and that links them but if I have a company with hundreds of users, that's not a practical option. I couldn't find a way to do it with a rule or workflow - I couldn't see how to use a wildcard i.e *@company.com.
Certificate Error
I recently added a support subdomain to my site using Domain Mapping which links to https://desk.zoho.com/support/mydomain but the link is not secure and throws a certificate error. How do I ensure me and my clients are using https?
Cant send reply to user on zoho desk
Hi, Every time I try to reply to a user request I get the message that the email cant be sent, please try again?
Digital Fax emails not coming into Zoho Desk
We recently set up an account to receive faxes via email with freepbx.pbx. When faxes come in as a pdf attachment to our email address and is forwarded to our zoho desk account - nothing shows up. We even tried sending directly to zohodesk.com address and it was not received. Please advise.
Attach a KB to a ticket
Hi, Is there a way to attach a KB, from help center, to a ticket? Agent to agent or agent to contact. Cheers.
Client Receives a Notification Email Even When We Create The Ticket
On our Automated settings on Desk configurations, the option 'Receiving a new ticket' is set on. It works fine when a client's e-mail comes to us and he or she receives back the notification e-mail we have customized. But recently we're having problem with another kind of situation. In some cases we need to create a ticket just to be aligned with a task. This recently created ticket, although, is not filled with a message to the client: it keeps empty. We discover, however, that even on this cases
Wish to change support email prefix
When my company originally looked at the Zoho Desk product over a year ago, they made some selections with the intention of exploring/testing the product. Now I find myself in a situation where I would like to change these configurations. Specifically, if the the prefix for the email was originally configured as @XYZ.zohosupport.com and i wish to change that to @ZYX.zohosupport.com, how would I make this change?
Time enter using moible app
Is there a way to enter a time spent on a ticket using the mobile app?
Getting incoming CRM web form requests as tickets in Desk
Hi, We have a CRM web form on our website, and use Desk for customer support. Currently, we've set it up so that we receive a notification ticket for the web form from CRM into Desk and that ticket's Description holds all the information about the web form request, i.e. name, email address, message content, etc. Because of the way the ticket is generated, we cannot simply hit Reply to it, as the contact detail info on the left-hand side is not filled in with the contact info the user entered in the
New Employee unable to accept invitation
Hi, On our Zoho we just brought in a new employee. I've sent him the invitation about three times but each time I send it, he accepts it and it just trys to sign him up for a free account. Is there an issue with onboarding people into the system right now or are we just falling into an easily fixed error? For reference the agents name in the system in Michael Futa.
Content is not available. Please try again after some time.
Hi guys, I've found that when we try raising a ticket in Zoho Desk that we get the following message: Content is not available. Please try again after some time. I noticed another forum 9 days ago was due to an issue internally within the Zoho system and it's been marked as solved: https://help.zoho.com/portal/zohocorp/community/topic/content-is-not-available-please-try-again-after-some-time Any ideas or anyone else that's experiencing the same thing? Thanks in advance, Stuart
SSO Implementation
There is any SSO solution that users can log in to their Zoho Desk account from client application I am A rails Developer and integrating zoho crm by using rubyzoho gem and I want to login to ZOHO Desk account to my application user from my application. Thanks
Viewing which tickets need replying to
What is the easiest way to view which of your tickets still need replying to?
Not receiving new ticket notifications
We have noticed that new tickets will appear in the ticket list, but we never receive a new ticket notification via e-mail. We do have the notification turned on and the majority of new tickets, we do receive the new ticket notification. I have narrowed it down to the fact that the tickets where we do not receive the notification do come via e-mail and the e-mail subject line has some text in brackets [ ]. Is there a work around for this?
Zoho Desk Reports
In the report section I can create a report based on Category but not Classification. Yet for the fields Category is not required and can be removed from the ticket yet Classifications is required and cannot be removed. The way we are using the Desk these fields would be redundant. Is there a way to run the reports by Classifications, since it is required, or is there a way to remove the required from Classification so I can remove it from the ticket.
Deleting Default Fields and Automation Based on Department
I have a few questions regarding Zoho Desk: How can I delete a default field for the tickets. We are using Zoho Desk as an employee knowledge base and some of the fields are not required. How can we remove the fields? Also, how to I automate who a ticket goes to? In some way I want the emoloyees to select the department they need help in and the ticket will be assigned to an agent in that department. Is this something you can help me with? Thanks for your help and assistance! :)
No contacts found
When adding a new ticket - trying to find an existing contact does not work. Always says no contacts found. But when i enter email address in ticket details - it says: Duplicate Contact with the same email address exist, Please choose the appropriate and proceed
Notifications tab pops us when i Go to print my web page my screen's resoloution is 2560x1080 and pointers?
Need help figuring how to get this to work properly.
My Open Tickets/Total Records
We have an agent in our Zoho Desk. Amy Adams. She had nine tickets assigned to her, both in her My Open Tickets and her Agent Queue she was only showing two of the nine tickets, and those two are not Open. Not sure what was causing this. Additionally, our Total Records has been showing off on some views. Please see the attached screenshow Just reporting some bugs, hoping for some insight on how to fix them.
A zoho account is already registered with your email address. Type your registered account password to associate with it.
Hi, I created a new account in ManageEngine service desk on demand. Now when user tries to login, it gives the following error. "A Zoho Account is already registered with your email address 'azad.rahman@plaza-network.com". Type your registered account password to associate with it. and it would not allow him to login, throws invalid password even though its correct.
Domain mapping not correctly
Hello, I was configureded domain mapping but it's not working. Could you reset it?
Light Agent Notifications
Would like to know how to restrict light Agents from receiving notifications on new ticket creations Currently setup a Light agent and member of a department Looked at Automate/Notify, Customize/templates, Organize/Permissions and can not see how to disable Light Agents from getting notifications. I just want them to have read-only access without notification thank you,
Zoho domain mapping
Dear team, My domain was not working with the mapping , can you please reset again. on this. Please provide a reset option for this, then user can do without fail. right now am stucked
Why are Agent Ticket URLs different from Customer Ticket URLs?
There are different ticket message placeholders for these and they produce very different URLs. Why are they not the same URL, displaying appropriate content based on who is logged in?
How do I add users (not agents)?
Hi there, I would like to invite users to our zoho desk, how can I invite? thank you Betty
Force RTL on email subject?
Hello, Can you force LTR on ticket subject when sent in an email? When using Zoho Desk with an LTR language like Arabic, the Case ID left and right identifiers (the hashes #) gets confused due to language change ("RE:" + number & LTR language) see image below. This causes the next ticket email replies to be received as a separate email and not in the same thread. Thank you,
Restrict access of help centre to wordpress logged in users
Hi, I would like to restrict access to zoho desk help centre to my wordpress site's logged in user only. Any way I can do this? Thanks.
SSL Certificate - Zoho desk
Hello, I have made several requests via email for an SSL certificate. Site URL is support.onpointtracking.com Can someone look into this for me, please? Thanks, Les Klingel Sr onPoint GPS Tracking
Whitelist a domain from Spam filter
Emails from our own domain keep being caught as SPAM, how can we whitelist an entire domain? Cheers Chris
What Happen to my tickets?
I got the trial version of enterprise edition for 15 days. It expired so i'm in te free Version, but I cant find my tickets create before the expiration date. All the test of 15 days are lost. How can I recover this information? Tahk You
Zoho Desk Email Templates - Template Will Not Save
Zoho Desk Email Templates - When I go to edit the HTML of the Email Templates, they will not save. Even when I start eliminating some code, the page will not even save a blank template. I got it to save once randomly and now it will not save again. Please Help. Thanks!
Viewing Desk ticket details from inside a CRM contact record?
I can't get useful answer from Zoho support on this, so I'm now here asking in the forum. Anyone have Desk and CRM integrated? Does anything about my contact/customer's Desk ticket history show up in the CRM? Or is the only benefit of this integration/sync that CRM contacts area available in Desk?
Allow my customers to view their Zoho Desk tickets via web site?
When I license Zoho Desk, will it be possible for my customers to create free accounts to check their tickets via a Zoho web site? Zoho support is telling me that my customers would need to be added to my organization, essentially meaning I'd pay a monthly fee for each of them as if they were agents/staff of my company. This floored me. A web-based ticket system that my customers are not allowed to use and must only interact with by replying to my company's email messages? But it's very hard for
Cannot create a Ticket via e-mail
Hi, Have just setup a new instance of Zoho Desk and it is not accepting e-mails and therefore not creating tickets, Please advise, Thanks David
Zoho Desk Tickets
Our Zoho desk tickets are no longer getting assigned to the specific user and no notification is being received when a new ticket is opened. Any idea on why this is happening?
[HELP] Email Configuration
Hi, We have currently used zoho desk for our ticket as we use a lot of zoho application and we might as well try the Zoho desk ticketing, Now we have come up with a bit of trouble setting it up. We have configured the channels for social and is working great. now for the email, we are having a bit of difficulty; when we go to setup->email it shows this page Then when I input a domain it will show this Insufficient Privileges to perform ....... page Hoping you could help me with this issue. Thank
We are unable to process your request now. Please try again after sometime or contact support@zohoaccounts.com
Hi, can anyone assist me? when our Agents try to register, they keep getting the error: We are unable to process your request now. Please try again after sometime or contact support@zohoaccounts.com Please can anyone assist as we want to roll out the servicedesk ASAP
Facebook Account is already configured at the portal level error message
Hi, I am attempting to add Facebook integration via Settings > Social > Facebook page. Upon logging into Facebook I get the message: "Facebook Account is already configured at the portal level. Please delete the Existing account and then try adding here." I have no idea where to find this, I have looked everywhere with no mention of it. I did add my account earlier but it didn't pickup the pages correctly (only my main account), therefore I deleted it. How to fix? The whole social section seems buggy.
Let's Encrypyt SSL
Hi, How can I add letsencrypt ssl to my zoho subdomain? Thank you
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