No "ticket updated" email notifications received by client?
With an existing ticket, when an agent updated the ticket, I'd like the system to send an email notification to the client and let him know that the ticket has been updated. That's all. Sounds simple but I have not been able to figure out how to do it. In Setup-->Notify, there are only notification options for "public comment". My issue is that when an agent responds to an ticket via email, it is treated as "reply", not a "comment". Hence no notification is generated. My ask is simple - How can I
Blueprint not working.
Is there some issue going on? I'm not able to work on the ticket per the blueprint, as soon as I assign the ticket to me, the screen freezes. Setup is>> New Ticket>>Blueprint(Assing)>>In progress>>Blueprint(Comment). Not working while assigning the ticket
Reply ticket without quoting
Hi! Is it possible to reply a ticket without quoting? Thanks!
Disallow CLOSE ticket if fields not selected
I want to disallow closing a ticket if the agent did not select response for other fields. Is there a way to do this?
Agent Status as Criteria
It has come up several times where we need to create a workflow on agent status. However, there does not exist a criteria in any of the rules such as Workflow or Supervise. Why is this needed? Because agents are human beings and not machines. They forget
Can you create an email distribution list in Zoho Desk?
When replying to tickets in Zoho Desk is there a way to create a distribution list? So I could reply to a ticket with a single email address and have that go to multiple people? So I don't have to put in each email address individually.
CC at Desk create uncomplete Contacts on CRM
Hello everyone! I'm encountering an issue with contact synchronization between Zoho CRM and Zoho Desk. Once the feature to add secondary contacts to tickets in CC is enabled, I notice that it's creating Contacts in Zoho CRM for all the emails that are
Unique Support Portal
Hello Zoho Desk Support Team, My company offers five distinct products, each with its own user base and requiring unique support resources. I'd like to inquire about the possibility of creating separate support URLs and landing pages for each product
Changing Reply Subject Line (Tickets)
Is there a way to change the Subject Line for Ticket Responses? (As seen Below) We're seeking to have it reflect Case ID: before the Ticket No.
DESK TICKET layout setting
I added a department in DESK, but I don’t need this department to have the TICKET layout. The system default does not allow me to close it. What should I do to prevent it from being displayed?
hidden ticket id
Is it possible not to show the ticket id in the subject of the messages?
Is there a way to combine an Agent's view to show their assigned tickets AND their assigned tasks?
I want my agents to have one place to work from that shows them both their assigned tickets and their assigned tasks. We have found that agents must remember to look at the Task module and solely look in their ticket module. Do you have any suggestions
Pulling in fields as view only in tickets
Hi! We have added a custom field in the Customers module (customer ID). We want to be able to fill in customer ID from our external database and have that customer ID pull into the ticket as view only. Example: Customer Christy Smith has Customer ID 00112233
Tracking serial number of the product sold in ZOHO support ?
Is there any way in keeping a record of the support calls for a particular product by its serial number? This is particularly important when the same company(user) may have multiple quantity of the same product and a particular piece identified by its serial number may be having repeated support requirements. Related to this requirement is the need to track the warranty period for a particular machine identified by its serial number, as well as Preventive maintenance requirement, AMC renewals etc.,
Add marketplace extensions during blueprint transition
Hello everyone, In the dynamic world of support services, the concept of blueprints plays a pivotal role. A Blueprint serves as a go-to platform, facilitating the visualization and customization of workflows to seamlessly align with specific customer
Is there a way to manually add a Desk Contact to CRM?
Is there a way I can manually create a CRM contact from a DESK ticket? I currently have the one way sync currently set up from CRM to DESK but I don't want to turn on the two sync because I don't want every DESK contact to flow into CRM. Thanks!
Function to Manually Upload Contact to CRM
Guys, I've tried the two-way sync between Desk and CRM but it's just uploading too much bad data to CRM. We've tried implementing several review processes in CRM but end up spending more time cleaning than we would spend manually adding the records. So, I have disabled two-way sync and am now using sync CRM to DESK only. However, it would be helpful for us to have the option to push contacts/accounts to CRM manually and on a case by case basis. Does someone have a function I could use to upload
Facing WhatsApp live chat session issue for zoho desk
Currently facing issue related to the WhatsApp live chat session in Zoho Desk. Specifically, unable to receive whatsapp messages. Also, reviewed the configurations on both Mac and Windows platforms, checked on different browser. To further investigate,
Retain information of the ticket when ticket is moved to another department
Hi Team, Is it possible to retain the information of ticket when moving the ticket from one department to another ? The things that I would at least expect to stay with is the "ticket owner" and "status of the ticket". At the moment when I move the
Email Notification text Hidden
When my CRM sends us a new lead notification into desk, everything after the first sentence is collapsed and you have to click on the 3 dots to see the content of the email. See Below.... Any idea what I can do to fix this?
Knowledge Base 'Recent Articles': show less Articles
Hi Zoho, is it possible to limit the number of articles displayed in the "Recent Articles" Widget? Right now it is 5, we'd like to display only 3. We will not upload too many articles in the near future, so old articles will always remain in the "Recent
Contacts View
Hi, I am setting up Zoho Desk with the CRM integration because Desks Twilio integration is much better than CRM. I was able to set up the two way sync and import my CRM contacts, however I am not able to filter my leads with a 'Contacts View'. When creating
Archive Tickets
Hello, As an Admin user, I can search for tickets in the search functionality, but those that are archived only appear if i click to search in 'all modules' rather than 'tickets'. One of my colleagues who is an Agent doesn't have the option to search
DESK Customers issus
I don't want anyone to see the POTENTIALS section in DESK Where can I turn it off?
How do I deactivate email notifications for support tickets?
Hi, I have an account as an agent for my company. Right now I get emails for all support tickets, but I don't need these - I just work on the Knowledge Base. How do I unsubscribe from email notifications for tickets? Thanks.
Developer Environment?
Hello! Quick question, I couldn't find it anywhere but is there any form of development environment in which I can test stuff before I apply them to a production environment?
Does Zoho Desk have a Dev instance?
I'm coming from a ServiceNow Team into Zoho Desk. ServiceNow had a Developer Instance that we would configure and test, before moving it into Production Instance. Does Zoho Desk offer this? If I'm working on a trigger or workflow, I don't want to disrupt
Desk Sandbox
Hello folks, As most of main Zoho software (CRM, Creator...) have a sandbox account. How feasible Desk will have the same in a short coming time? Is it an option in development? Thanks!
Test/sandbox/staging environment for Zoho Desk
Hi there, My company is using Zoho Desk and also the API for Zoho Desk for some internally developed features. Currently, we have a dummy department "Test" to help test our features and interactions with Zoho Desk's API before integrating a new feature.
How to change the time zone for dates in email template placeholders?
Hi, We have enabled some email notifications on specific actions such as "mentioned in a comment". This uses the default email template provided in Desk, which contains the datetime placeholder "Case.Recent Comment Time". The problem is that this placeholder
How to create a Deal in CRM from a Desk ticket linked to same Account and same Contact of Zoho Desk ticket
I know that there is this topic: https://help.zoho.com/portal/en/community/topic/automation-9-convert-zoho-desk-tickets-to-new-deals-in-zoho-crm But I would like that the function search for a correspondence between the ticket email equal to the CRM contact
Asterisk phonebridge outbound click-to-call error
I have installed the Asterisk Phonebrige and connected it to Asterisk Manager. Successfully received inbound call pop-up on Zoho desk. But when I'm trying outbound call, the Zoho/ztiadapter said: INFO: Inform Asterisk to Make Call ================= toNumber=
Being able to see if a user is on a ticket prior to opening ticket
Some of our groups do not use auto-assignment so we would like the ability to see if someone else is IN a ticket from the Classic/Compact/Table View main screen.
Contacts permission control in Desk
In CRM, Can use the organization to access the contact's permission control. The creator can only see his own data. I would like to ask if this permission control function can also be achieved in Desk and how to achieve it.
Jira integration, not all statusses seem to be synched
Hi There! A lot of things have changed since we last spoke about the Jira integration. It works so much better and almost in a perfect wat for us. Our setup is as follows: - We link a Desk ticket that needs bugfixing to a ticket in Jira - In Marketplace,
Mark ticket as private inside a public department (activated helpcenter)
Hello, sometimes you work on tasks that should be linked to a customer, but this specific customer should not see the tickets in the portal. Currently, the following cannot be achieved: -> leave the ticket in the department -> keep the link to the contact
Is it possible to customize the resolution tab of Requests
We would like to be able to have pick lists for resolution so that we can easily pull the data for later analysis. Free-text is much harder to aggregate data from. Is this possible, or could it be possible with some small changes?
Adding a profile photo to a Support Agent profile
I have looked everywhere to find how to add a profile image to my Support Agent profile. I have one for my Zoho main account but it is not pulling through to my Agent account. I have gone to the every account location I can find, and nothing. There is
I need a historical report to find out who works tickets on Mondays
Hi I'm having some issues understanding how to create a report in ZD. We're smaller company and the first hour of everyone's Monday is spent answering tickets. The person assigns the ticket to themself, answers the customer, sets the ticket to closed,
How to change E-Mail-Address of Zoho Community account
Hello there, I couldn't find a general area where I could have asked my question. So I'll just ask my question here in the CRM area. If there is a suitable general community area, please move it there. I would like to change the email of my Zoho Community
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