SSL certificate error
I am new to Zoho Assist, but I'm trying to link our new Zoho helpdesk to our domain via the subdomain https://support.vinteractive.com It appears the CNAME change we implemented is working, but we're getting an SSL error that looks like this: *********************************** Warning: Potential Security Risk Ahead Firefox detected a potential security threat and did not continue to support.vinteractive.com. If you visit this site, attackers could try to steal information like your passwords, emails,
Enduser cant create account, neither can we for them.
Hello community, When a user tries to create an account on zohodesk, the request is rejected and an error is produced stating to try again. When we try to create an account for the end user internally, we get the following 'some error has occurred', screenshot attached. The helpful error message is very helpful..... What can be done about this, is the users domain somehow blacklisted by zoho? I cannot share the users details but the domain they are using is hughes.net
Escalation
Greetings, When I use an SLA rule and a ticket gets escalated, how can I make the status change to something else (for example escalated)? Bare in mind that I want a ticket that hasnt been replied by a agent to escalate and not all tickets.
TimeZone for Business Hours inside Desk
In Trying to enable Business hours it appears that there are no entries for EST Daylight Savings Time. Am i missing something or is it not in the drop down list? ~ron
SLA Setup across multiple offices
HI we are looking at changing our current support system as the whole SLA / company hours is not very flexible. Currently we offer UK support to our UK customer, US support to our US customer and UAE support to our UAE customers over the different timezone, excluding holidays. We now have a requirement to offer some of our customer extended support which means that they can get support from any of the 3 offices based on that timezone excluding the regional holidays. Example ticket gets raised on
Ticket Closure
Greetings, How could I use 2 types of email templates for ticket closures? For example I need a type "A" email template for tickets closed by agents and a type "B" email template for tickets closed automatically after no response. And how could I put these in to a Supervisor Rule? These are for alerting the contact (the ticket creator).
Desk don't send message proprely. the customer receive a message from an address with "via desk-mailer.zohodesk.eu"
Hello, I don't resolve the following problem. I have a department address configured : helpdesk@domain.com This address is also configured in From address Everything works well except when Zoho responds to a new message arrived by mail or for agent notifications or customer portal invitation. On the over hand, the mails sent by the agent after ticket is opened arrived with correct smtp header ! But for the client notification of new ticket for instance, the client received a mail with Company Helpdesk via desk-mailer.zohodesk.eu
Zoho Desk Custom Help Desk Fields Limit
I would like to increase the number of Custom Help Desk Fields allowed per account. With the introduction of several complex forms into Zoho Desk, and especially with the recent additional of Layout Rules, my company has quickly hit the global limit for custom fields after only 7 forms. We have plans to introduce additional departments and custom layout requests in Zoho Desk, but are limited by the current Custom Field quantities. This Knowledge Base articles states that the number of custom fields
User Accounts have different email/username in Zoho Desk and Zoho CRM, can't load CRM Data while in Zoho Desk
I have always had a Zoho CRM username (mikhail@ourdomain.com). I created an account in Zoho Desk and used one of my Gmail Aliases (claims@ourdomain.com). I have set-up the sync between zoho desk and zoho CRM. The issue I'm having now is that if I'm logged in to Zoho Desk as claims user, and I'm looking up a users data in the CRM through the link. I go to potentials tab, and it shows me the deal that they have. I click the button (attached screenshot) that allows me to open the potential in a new
Not able to create Ticket Templates with Professional Edition
Hi, We're trying to create Ticket Templates as part of a support contract that the organization established with a customer. I noticed we have Zoho Desk Professional Edition, which includes being able to create these templates. However, when I go to Ticket Templates, it shows a message error: "Access Denied. Your current edition does not support this feature. Upgrade now.". Why is this happening if we have Professional? Is there another requirement in the subscription to access and create Ticket
Class memorization - vendor add
I am transferring form old software system and as I am entering our vendors, my class designation is not auto populating. Each time I enter a new expense I have to enter the class and details each time. Is there any way to save and attach this information to the vendor, so that it auto populates each time?
Pre-defined Date Range for the past 1 year or last 12 months
Hi, It would be nice if we can have an option to select "Last 12 months" as you have already added Previous FY and Export to CSV function. Most of us would like to know outstanding tickets logged for the last 12 months and this would be the best option instead of defining the date range manually every monthend. Thank you. Regards, Jordanne
How to get "Comment" in Help Desk to change ticket status
Currently, I have a blueprint in place that when a customer responds back to a ticket through the helpdesk using the "reply" option it changes the status from hold to open. However, if the customer responds back to the ticket using the "comment" option, it does not change the status of the ticket. How do I ensure that the status of the ticket changes no matter what response option the customer decides to use? Best regards, Sean
Problem to create a webhook
Hi Zoho Support, I am trying to create a webhook to listen tickets update events and I got an error. POST https://desk.zoho.com/api/v1/webhooks This is the body: { "subscriptions" : { "Ticket_Update" : null }, "isEnabled" : true, "url" : "https://200.106.245.34/jcn-client/tickets" } This is the response: { "errorCode": "UNPROCESSABLE_ENTITY", "message": "Validation failed for the condition : The endpoint failed to respond with status code 200 " } Can you help us please what could be the
Customer Portal
Hello, I have a question about the customer portal, can you set it up so that users are able to see requests from other users at the same company? For example lets say I had company ABC books, could a customer portal user search all requests submitted from this company or just the ones they have submitted? Thanks, Darren
Customer Portal Sign Up
Hi, We've just started using the customer support portal and realised we don't actually know who anyone is who's signing up. When users sign up we need to know what company they are from and their phone number. Please can you add this as soon as possible. Thanks, Richard
Links in Desk Knowledge Base articles are too hard to see.
Hi, is it possible to make links stand out more in desk KB articles? They are impossible to see. In the first image below you'll see the link is too hard to see. However, the same article viewed from the salesIQ KB is easy to see. The same article is synced to salesIQ and it is easy to see the link because it is blue text. Thanks for your help, Troy
adding company domain to zoho desk
Dear all, i am new to zoho desk.can i add my company domain to zoho desk so if one of our client send me email to my company email address can i receive it and reply from zoho desk. i am using zoho desk free version hope you will understand it. thank you
Confirm open of ticket responses
In Zoho CRM, under Accounts/Emails, Zoho will tell you if an email has been opened. I assume this is done with web beacons. Would you please consider adding the same functionality in Zoho Desk for ticket responses? A good place to put this would be under the Ticket history. Thanks!
Can we give user access to one help center en not the others ?
Hello, Concerning Help Centers and user access : there is any possibility to separate users rights ? In my company, we manage many help centers (1 help center = 1 company). When I create user and I given "final user" rights to this user and so to be abble to loggin into his help center... I can't say "this user can loggin to this help center an not the others". Today, my final users can acccess to all my help center. Thanks,
Email fetching dont work
Hi, We encounter an issue which suddenly zoho desk stop creating tickets via email. I try sending multiple support to the support email address but still no ticket created. I've been testing zoho desk for a couple of days but when I decided to replace my current system to zoho desk this issue happen and Its not good. I'll be going back to my old system while this issue persist. Thanks, Christian
Customer service made simple with Zoho Desk, now with iOS 13 experience
Hello All, This year like all the others had the internet buzzing as Apple announced the release of iOS 13, the latest update for iPhones. We are celebrating this release too because with iOS 13, we can enable agents to make the most out of their day helping customers using the Zoho Desk mobile app. Here’s what we have in store for you with this update: Dark Mode: iOS 13 has released the Dark mode feature for the device, and we're right on the money as well. Dark mode provides better legibility
The new and improved Reply Editor, tailored to your requirements.
In the past couple of months, we've received many requests from you to expand the functionality of the Reply Editor within Zoho Desk. In light of these requests, we've modified and added a host of functionality to the editor. Here are some things you can now do: Paste clipboard images directly into the reply editor. Sending images has never been so easy! Uploading one image at a time can be incredibly tiresome. Now upload multiple images at once. Table Enhancements: Play around with table sizes
Unwanted tickets
Greetings, We receive emails from advertisement companies or automatic replies from payments ext. and they all turn into open tickets. How could we delete or automatically close the tickets?
Escalating a ticket
Greetings, How could I make an open ticket with no response from any agent to escalate and alert a specific agent - manager and to be assigned to a Team or multiple agents? Thank you!
Layout Rules — Mandatory Fields Show Up Immediately
Thank you SO much for creating Layout Rules in Zoho Desk! Really, it's an amazing feature, and we really love having it. An amazing feature would be a dropdown menu that immediately requires input for fields that a layout rule marks as "Mandatory" (see screenshot below for how this works in CRM). For example — one of our customer service agents runs a macro that updates the "Assess Fee" picklist value to "$20 fee". When this picklist is updated, the fields "Customer Card Number", "Fee Reason" become
Let your apps converse with each other, seamlessly.
Let's face it, managing a customer service operation is a mammoth task. Tickets come in from multiple channels and cater to different departments. The customer service team acts as a liaison to coordinate with internal teams and close tickets as quickly as possible. To add to this, most organizations use a variety of software for their internal functions like sales and engineering, creating a complicated web of apps. This calls for a universal connector that can integrate your customer service software
Treeview embedded in widget on Help Desk Home Page
Note: Zoho agents, please leave this discussion so I can hear from your users only. I already have a ticket open trying to find a solution for this, but it is taking too long for Zoho to find me a solution. Would like to ask Zoho Desk users only. I'd like to hear from other users of Zoho Desk, how you have setup your Home Page to create better navigation on your support process. I'd like to include a navigation treeview directly in my custom content on the home page, however Zoho support tells me
Zoho Integration with XERO - as of October 24, 2013
I've done a few queries into XERO integration and clearly there are solutions. I was hoping either some of the community could share what they used to accomplish this? otherwise, if there are vendors/developers that have current "Out of the Box" integrations solutions, I would love to hear from them. As well, Zoho support? Do you have recommended solutions for XERO integration? "approved" integrations?
Product Subcategories in Zoho Desk
Hi, I'm looking to setup subcategories in our Products in Zoho Desk, I'm imagining a directory tree structure. Main Product 1 issue 1 issue 2 issue 3 etc Main Product 2 issue 1 issue 2 issue 3 etc So if Main Product 1 is selected, only issues within Main Product 1 can be selected in the Subcategory. I've create a custom Picklist Field and added the field to the Layout. As of yet I haven't added in anything into the field, such as issue 1 etc. Is there
Tickets being opened in Help Center are not sending description to ticket.
We have suddenly in all of our departments started receiving tickets where customer entered a description and the description does not get submitted to the ticket. Only a subject. These are tickets submitted from the help desk. When we contact customer they are saying the did enter details and they don't know why the ticket didn't get submitted. Are other customers suddenly experiencing this issue?
Assign Tasks in Ticket to Customer / Contact
Hi, as i learned from ZOHO Desk support it is not possible to assign a task within a ticket back to the Customer/Contact... Does anyone have the same requirement and did a workaround. We sometimes need to request additional material from a customer, or he/she should upload something to help us solving the issue. This should be integrated in the ticketing process somehow i tried to do it with comments in ticket, but in this case, the customer / contact does not get an information, so it is not useable.
Users from Zoho Desk cannot create tickets from portal
I recently created my help desk using zoho desk. So i tested it creating a contact and adding as end-user. After that the user could create tickets by email or by Help center. But later, I clicked on delete that user (from settings, help center, users). And after i recreated the user with the same email again. Then I tried one more time to create a ticket from email: sucess. And as well to create a ticket from the help center: fail. I can't do it anymore. After press "send" it appears a message :The
Notify agents when a new ticket priority is set to Critical
Hi, I have added a new priority named "Critical". I would like, as an agent, to be notified whenever a new ticket is created by a customer and the priority is set to Critical. what is the best way of doing that? Notification can be as an email/SMS/Push in the Zoho Desk app Thanks!
Is there a way to make the phone pop-up moveable?
We integrated our Ring Central phone with Zoho. We like to log calls as tickets. When a call comes in, the Phone pop-up comes in Zoho so we can "add a ticket". Is there a way to make this pop-up moveable so that we can move it to a different part of the screen if we need to?
Notification settings by user/team
It would be great to have Agent and Team notifications able to be managed/set at those levels. Having it at the Department level makes it hard. Example: I have a finance team under my Operations Dept. Since Finance only gets tickets once in a while, they want to be able to receive an email notification that a ticket has been assigned to them. The only way I can do that right now would be to set it at the Department level and then multiple agents under that dept get notified every time a ticket
Is there any way to retrieve multiple records by providing their record ids?
Hi Everyone, I got stuck in retrieving multiple record details by providing multiple record ids. I need to pass in a way where multiple record ids are given as input and retrieve the details of those multiple id's. In Previous version (V1) it had List Contacts By Ids API Calls, but in current version(V2) they or not available. Reference link :https://desk.zoho.eu/DeskAPIDocument#Contacts#Contacts_ListContactsByIds so can anyone please suggest some solutions to retrieve multiple record details by
Remote Authentication Issues
Hi. I am trying to set up remote authentication, by following this guide https://help.zoho.com/portal/kb/articles/setting-up-remote-authentication. However when I fill in the details on the setup page (Remote Login URL, Remote Logout URL, etc), I always get the feedback that I need to logout, and just after there is a popup telling me that URLs and IPs are invalid. Then I logout, and try to login using my mapped domain, I get a 'Not Found'. When logging in using the 'safe url' (https://support.zoho.com/support/<myportalname>/RLConfig.do?actionName=showRL),
The ASAP Add-On for the Web
ASAP Add-On for the Web : Your end-customers is that they do not have to navigate to a different page on your website to access help articles or seek help from your customer service personnel or interact with fellow users of your service or product. They just have to click a single icon on your website. NOTE : First of all, you need to create your account in ZOHO Desk. After that you can integrate your Add-On for the Web. And please follow below steps... Click on settings icon at top right corner.
Ask the Experts 8: A 5-hour online Q&A on everything Zoho Desk
Welcome to Ask the Experts session! This is a monthly discussion in forums; wherein a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer all question posted here.
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