Auto-population of Secondary Contacts (CCs) field using a custom function
My support team needs to CC the appropriate administrative contact for an account on ticket closure. Our default template for Accounts in Desk includes custom fields to capture the names, and email addresses of 4 different administrative contacts. I have
ZOHO CRM Contact and Accounts not syncing with ZOHO Desk
I created a new contact in Zoho CRM yesterday (7/18/2017) but it is not showing up in Zoho Desk. I have Integrate Zoho CRM With Zoho Desk enabled. I am unable to create a ticket for my client because Desk can not find the contact that was created in CRM.
Other User from zoho desk cannot trigger the custom function workflow only the sysadmin
We were having issues with our custom function workflow where other users from Zoho Desk could not trigger the custom function workflow when updating the ticket, but when the admin updated the ticket, it triggered the workflow without issue. Is there
using two accounts within zoho desk app
Hi team Kindly I need to know do I'm able to use two different functions accounts in zoho zesk application? Thank you
Avoid automatic email to certain address
We have seen that the automated ticket opening flow is (rightly) disabled for "no-reply" emails and similar. But what if two IT departments (that maybe use Zoho) use the email exchange for communications or ticket openings? Is it possible to keep the
Priority filter in the help centre contains only default values
Hello, for the standard ticket field "Priority" we do not use the default values (high, medium, low). You are completely free to choose which entries to add to the list.: In the portal, only the default values are displayed, which can then be selected
Anyone integrate Whatsapp in zoho desk?
Hello, I'm value to integrate Whatsapp in Zoho Desk. I'm a software house and I would like to know if offers to my client a "premium package of assistance" it's a good idea. Anyone in my same business use it? Is it a good idea?
Help Center - No ability to scroll on the published Help Center site?
Once updating the very basic settings of the 'Help Center Customization' settings, I changed the header image, some colors and went on with my day- Problem being, there seems to be no ability to scroll vertically throughout the entire site, which makes
Ticket Screen not refreshing - account specific issue
I am having an issue that has come about just today where my custom view ticket screens won’t update and refresh with either new incoming tickets or take them out of the custom view if I make an assignment or change status We have 4 agents here and my
Ticket re-assignment - reply
Hi, When a ticket arrives at desk and I change the contact info (customer), the recipient is not changed. So, when I want to respond to the ticket, it will send the reply to the "old" contact instead of the changed/new contact. See screenshots below.
Hide Team Feeds,The Headquartes,Agent Queue.
Is possible to hide the left bar of Hide Team Feeds,The Headquartes,Agent Queue. I only want to keep Views on the left bar. Thank you.
Zoho Desk uploading products?
Hi there, Is it possible to upload my products via CSV or spreadsheet upload to Zoho Desk? It appears I can only add one product at a time. I have connected ZohoCRM and Zoho Desk together. Will they sync products together then?
Where to change/increase the Article listing shown on front?
I'll end up with more than five articles for each category and would like to have more of them displayed to users on the first page before they have to head over to the next page. I can't find any settings for this!
Looking to identify the agent permission which allows/prevents an agent from changing the SLA on a ticket
Good morning, I've identified an issue that an agent in our department has occasionally been resetting the SLAs which were claculated on our tickets without explanation. To prevent this from happening we'd like to prevent agents with the same roleset
How to give a contact full access to his company/account's ticket
A contact/customer asked to see all the tickets he and his colleagues created in order to follow their status. How can this be done? At the moment he can only see his own support tickets. Only the Agents can see this. Thanks for your help, Greg
Add CC in a worflow
Hi, I want to create a workflow to add a specific contact in the field CCs according to the account name, but the field CCs is not available in the list. Is there an other way to automate this action?
Zoho Desk is extremely slow
Our organisation is using the enterprise edition of Zoho Desk and the performance of the system today is unusable, it takes 40 seconds to open a ticket and it may not even load the information in the ticket. This is creating a huge backlog of work for
Zoho Desk very slow
Desk is pretty much unusable, Very slow. Some screens dont come back at all. We had a similar problem on Saturday. Getting customer calls that we are not responding to their tickets.
Announcing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
Zoho Desk Whatsapp Integration
Dear Community, We having issue to integrate Whatsapp under our Zoho Desk. We have follow the guides and understand zoho desk support Embedded sign-up. https://help.zoho.com/portal/en/kb/desk/support-channels/instant-messaging/articles/integrating-whatsapp-with-zoho-desk#What_is_an_Embedded_Signup
Cases Customer Happiness Rating Form editing
Hello, we want to hide the name of the agent in the form that appears in our mix after the selection is made in the customer happiness ratings survey, in short, we could not find where to access this form to edit it.
Time Tracking
Is there a time tracking feature? Is there a way to report monthly on total time spent on tickets, whether open or closed? For instance, a client of mine pays me for "up to 10 hours" of service per month. I need to know how much time I've spent in total
Integrating Zoho Survey with Zoho Desk
Hi there, I was wondering if there was any plan to natively integrate Zoho Desk with Zoho Survey.. Actually, we have a customer-satisfaction survey, we'd like to dynamically invite our customers to this survey, when we close a ticket. We can send a generic link, but it won't be natively integrated in Zoho CRM. Do you plan to improve that? Do you have any suggestion on how to handle this case? Cheers,
Have their been recent changes to the Comment via email feature?
Today I notice that when I forward an email to an existing ticket, I am creating new tickets instead of the email being added to existing tickets. I tried this several times today to make sure that I sent the email to the correct email and department
Notifications for tickets that you have no permission to view
When a ticket is in a or moved to a department that the agent has no permission to view, sometimes they still get notifications for these tickets, such as comments being left. Then they click on them and it says they have no permission. How can we disable
Disable email notifications for agent
A fellow agent gets way too many redundant email notifications from zoho. If they want to turn them off, it says they are not allowed to. If they want to disable them it says to contact administrator. Is this by default? As administrator, where would
Zoho Guided Conversation for Instant Messaging (Whatsapp)
Hi all, I have created Guided Conversation for our website. However, from the following Youtube video https://youtu.be/2BXtGOlO4ik, it seems that there is a way to also connect Guided Conversation with Instant Messaging (Whatsapp). Unfortunately, I could
Time spent field
Good day, Does anybody know what happed to "time Spent" field, It is critical you out business to track time per ticket and per tech. today we tried creating a new report and find the field "time spent" is missing, I'm I missing something HELP... Thanks
Unabte to create report using single time spent
Hello,I'm using Zoho desl Profession. I'm not able to create reports using time spent (hoursspet+minutes spent)detail of each single time entry . Only total time spent is available....but I need time spent of each sing time entry.
How to count ticket passages through a transition in Blueprint?
I've recently added a new field to my ticket layout where the agent has to inform the reason the ticket is on hold. Today, as my blueprint set up, a ticket may leave and re-enter the On Hold status several times, and I would like to count how many times
How to add an article to the category and not to the subcategory
Hi, I have a KB for my app with one "Advanced Search" section. There I have 2 subsections (companies and People). How do I associate an article with the "Advances Search" main category? The tree is: Advanced Search | ---Article | --- Companies (Subsection)
Helpcenter Knowledge Base Visibility Problem
Hello, I have created a knowledge base and I want to adjust the visibility of the sections that I created. I created groups for the knowledge base for the areas and locations. I set the visibility of the knowledge base for each group I created. I have
Time Based action triggered once a day only
Hi All, im trying to implement a time based action where an emain notif is sent to ticket owner if status is set to a custom status "acknowledged" already for more than 48hrs I tried creating one however, notif is being send every hour is there a 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
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
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
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
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:
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
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