Make Comments Public by Default for Agents
Hi our agents communicate only . through public comments and not the "Reply" since the reply very often looks sloppy on the email from our perspective. Currently if the agent creates a new comment from Zoho Desk, it defaults to private. Is there any way
Setting email comments to public or private
When an email is forwarded into Zoho Desk but the customer email address is absent, the email gets automatically added to a thread as a private comment (by design). What would be good is the ability to manually choose between public and private - so click
How to Send Text MSG from zoho desk
I have an requirement to send text message to customers from zoho desk or initiate the chat with customer regarding his/her ticket. Is there any direct or standard way to do that. Any help would be appreciated. Thanks a bunch in advance!
Public v Private Comments
Is it possible to set the default for comments within a ticket to Public? I am the only agent so I see little value in creating Private comments as there does not appear to be a notification sent to the client when a Private comment is posted. I dont
Would like to have attachments on email templates
Hi all, I would like to be able to add attachments to email templates. I cannot see anyway to do this from the email template setup page. Jimmy
Is it possible to have more than one portal?
I have two separate businesses that I'd like to have contained in their own portals with separate agents and such. Is it possible to have another completely self-contained portal? It looks like it could be possible but I can't see how I'd set it up.
How to correctly separate tickets for Sales + Support.
I've created two teams in Desk (Sales + Support) and same for the departments in SalesIQ. I created a test ticket for support and made myself an agent in Sales... but I can still see the ticket when I view all open tickets. Another thing, if I click on
Is it possible to share or synchronize the status and basic info of a ticket between departments?
We require to record and report the status of different tickets from separate departments on the main helpdesk department reports. Right now we do monitor the status of those tickets from other departments manually via a copy of the original ticket which
Making a Job Portal for students
Hello, Can I make a job portal on zoho for community users where they can apply themselves for the job. If there is such option. Please guide me through. Thank you
how to change name
I want to change my name
Community for Customers
Hello, I want to know that if admin posts anything on community will customers get any notification or Email regarding that the post has been updated/ posted in the community. Also I want to know that when someone from community post any doubts, those
Ticket Form is wiped when Template is changed
Hi, if the customer changes the Template, edited entered fields are reset without notice. This is a bug as long as we do not inform the customer about the wipe. For us, a workaround would be OK: We only have one Template, but the customer still has to
Auto-populate "Hi [Contact First Name]," in Every Ticket Reply
Hi there, For every incoming ticket in Zoho Desk, I would like all ticket replies to automatically start with Hi [Contact First Name], Is this possible to accomplish? If so, by what method? Thank you!
Office 365 SMTP with TLS issues
When setting the SMTP server on port 587 (TLS) we get an error in Zoho desk. When we use 25 (PLAIN-TEXT) it works, but we cannot send emails. The error message we see in 'Failed Email Alerts' is: Error while processing the request! javax.mail.MessagingException:
Feature Request: Notification Options in Zoho Community
Hello everyone, As an active member of the Zoho Community, I have been using the platform to interact with fellow users, seek help, and share my knowledge. However, I have noticed that currently, the only way to receive notifications for new messages
Mark Ticket Unassigned during certain time frames
Hello, We work in a very time sensitive industry and we have agents who work different shift times through out the day. An agent may be working on a ticket during their shift that may not be resolved before they leave for the day. the customer may respond
Several agents work on one ticket. Need permanent BCC.
Hello, After the migration from another popular support system we are generally happy but there are some things we really miss, which do not let us think that we completely migrated. One of those things is the possibility to keep agents informed about the progress in tickets (and not revealing to clients we track it). As soon as the ticket is assigned to an agent, the other agents lose control on it. Yes, I know that you have a "Followers" feature. It notifies me on my mobile (without any details
Adding 2nd agent to a ticket
Is there a way to add a 2nd agent to a ticket if they are working together on the ticket? Or can you only do it by @ mentioning them in a private comment?
Sending email to Zendesk portal
Hi Support, I want to be able to send an email to a vendor's system which is using Zendesk.. To send an email to a particular ticket in Zendesk we send it to support+id<zendeskticketid>@xxx.zendesk.com These emails were received in Zendesk, but they were
Create a new ticket from a link in my site's footer?
Hello group. Is it possible to create a new ticket from clicking the 'Contact Us' link on my site's footer? I'm trying to use Zoho Desk as an email replacement for customers. My site is based on Ghost.io platform. Thank you,
Zoho Desk Ticket Sync to Zoho CRM Cases
I want to sync Zoho Desk Tickets into Zoho CRM Cases with all attributes. Is it possible? Use Case: I should be able to see all the tickets created/modified in Zoho Tickets to be visible in Zoho CRM as individual tickets / new tickets with details of
Export Ticket information
Hello, I am wondering if there is a way to export ticket data to an excel/word/pdf document? It would be very convenient, if when the ticket is closed, to be able to press a button and send the: ticket number ticket problem ticket resolution ticket client
How to create an automation for tickets in Zoho Desk?
Hello, I need to create an automation for tickets in Zoho Desk. I would like to have one field (integer) which will be updated every 100 days, for example, the field number is 0, and every 100 days it will be +1. How it's possible to do like this? Best
Priority work mode is now supported in the latest version of the Zoho Desk iOS mobile app.
Hello All, In the latest version of Zoho Desk iOS app (v2.6.17), we have brought in support for Priority work mode as well: In this mode the tickets are listed according to their respective priority. Please update the app either from the App Store or
Reply email setup when using multiple departments
Hi there! Our Zoho desk is setup with multiple departments. We have a specific inbound/outbound email address for each of these departments so almost all inbound and outbound requests come and go via that department's email address. However, occasionally
Send dynamic mails to customer
Hello, we would like to send emails to customer, when they are submitting new tickets via mail. Inside the mails there need to be dynamic text parts, so we use workflow rules + alerts. If certain criteria matches alerts are getting sent to the customer
End user cannot login
Hi, I have a new end user / customer who cannot access our Desk support portal. He has received his welcome email, but inhis words: "When I go to the support activation page, it tells I am registering under "_____". I type my password, It shows me the
I need to delete my account.
Hello, my IT team at SpotOn says that I need to reach out to you to delete my account. This is what I was told by them. "We've deleted you as a requestor from the old Zoho ServiceDesk Plus Cloud instance. Any further action you'll need to take up with
Sending WhatsApp message using "Notify via Instant Messaging" is not working
I have multiple Template Messages each template associated with workflow and everything is working fine, then I added a new template I found that Template Category options has changed, before I was selecting "Alert Update" but now this option is not available
Additional Notes Field for Time Entry
Hi, it is very common (e.g. Projects Time Entry) to add a note to the time entry, so that the reviewer does know what's about this time entry. We would really appreciate a notes field, which also could be on the books invoice btw. Thanks in advance,
Customization of Classification
Good Day, Is is possible to customize the Classification? like I want to add "Inquiry". Thanks.
How long does a Help Center invite email last before it expires?
Hi Zoho, I can't find anything on this, how long does a Help Center invite email last before it expires? We have our system set to moderate and some of our clients are in different time zones. We moderate and accept these but it seems when they come online
Reporting on Tags
Is there a way to report on tags or is it just the two view that can be used?
Remote Invite email not being received.
I've had customers report they're not receiving the remote assist email invite when I send via the ticket. I've since tested by sending to my own email address and confirm nothing is being received. Invite emails are being received if sent directly via
Difference between ticket opened via ASAP and ticket opened via End User Portal
Hi, is there any field that allows me to distinguish tickets opened by a user via the End User Portal from those opened via the ASAP widget? Some field through which to do the advanced search or, if not available in advanced search, query the system via
Assets Management
need to add assets to each account and each asstes has a diffrent end date
Unable to verify my subdomain linked with zoho desk to google search console.
My subdomain support.foyr.com is pointing to zoho desk. I wanted to verify my subdomain on google search console. Steps below. https://support.google.com/webmasters/answer/9008080#google_analytics_verification As my subdomain is a CNAME record pointing
WhatsApp template category update: March '23
Effective April 1st, Meta will reduce the number of available WhatsApp template categories to three. Meta will start migration on March 27th, and all your existing template messages will be reviewed and re-categorized. NEW: Supported template categories
KB Reviewer making edits and changes
When an editor saves a kb article that has been edited, they have the choice to save as draft or send for review. When a reviewer edits a kb article (or at least in our setup) they can only publish. Is there way to make it so that the Reviewer can make
Agent duties re-assignation during his vacations
If an agent is sick or on Vacation how can I readdress his automatic duties assignation to another Agent?
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