Need Option to Export to Excel & CSV without Headers and footers
Does such an option exist? If not, please implement it.
View help center as an specific end-user
Hello, at the moment, it is not possible to view the helpcenter as an end-user or a specific end-user, you might have to create an test end-user account and access the helpcenter to view as an end-user. It would be very nice if there is a native functionality...
Problem with Mixed Time formatting in Zoho Desk Reports
We view, export and work with the data from the "All Tickets Detailed" report regularly. While the columns "Resolution time in Business HOURS", "First Response in Business HOURS" and "Total Response Time in Business HOURS" all clearly indicate that they
Duplicate tickets from support email
Hi, All tickets from our forwarded support email are duplicated, we checked the configuration of the mail server and emails are only forwarded once. Is there an option in Zoho Desk to limit duplicated tickets for 1 email received? Regards, Cyrille
Can we create tickets in Zoho Desk via an excel upload
I have an excel with a number of issues being faced by a client and would like to create tickets using an excel upload, is it possible on zohodesk.
Is it possible to send a email to muliple people at once
I have to notify my customers that we cannot service them during the Christmas holiday period and we need to postpone service until a date in Janurary. Is it possible to send a templated email to multiple customers at once? The current flow is to open
Auto Reply deny list for automated emails sent to Zoho Desk
Hi, We want to implement an auto-reply deny list for domains that send automated emails, which we direct to the helpdesk. There are a couple of posts about this, but in the workflow example below, Actions->Send Alert->Notify Contact isn't an option.
Spam Tickets
Hi guys. We've discovered today hundreds of emails from our customers in the SPAM Tickets Folder !!! There are emails from almost all kind of domains but gmail: hotmail, outlook, customer domains, etc. Any suggestion? We have completely lost our confidence
Sync Zoho Desk Activities module (tasks/calls/events)
Hi, Unless I'm wrong, it seems that the Activities module in Desk in not syncing as a whole. Only Tasks are. How can I integrate this?
Contacts in Zoho CRM to Desk integration
Is there any way to set up the Zoho CRM to Desk integration so that it imports only Contacts that are associated with Accounts with Account Type Customer? I don't want all of our prospect and past contacts in Zoho Desk.
Zoho Desk - SLA
Can I create SLA with number of tickets or site visits on Zoho Desk?
Set reply as default
Hello, I noticed that the reply all function is the default for responding to tickets. Is it possible to set "reply" as the default as opposed to reply all? Thanks a lot.
Agent creating multiple duplicate accounts
Hello. One agent, in particular, is constantly creating new duplicate accounts in Zoho desk. The following appears to be happening A new ticket is received and automatically assigns to the correct original Account. An agent responds to the ticket and
Zoho Helpdesk Auto assign
Hi support team, wondering if there is a way to auto- assign a ticket to an agent an reply the workflow we as looking at is end user emails --> zoho creates tickets and informs all agents Agent responds to the ticket via email --> ( ZOHO to assignthe ticket to the Agent who replied to the ticet) Please advise
Creation a Widget for zoho desk
Hi I'm creating a widget using this documentation: https://www.zoho.com/desk/extensions/guide/#App And I'm using this code: <script src="https://js.zohostatic.com/support/developer_sdk/v1/js/ zohoDeskClientSDK.min.js"></script> <script type="text/javascript">
Agent can modify closed ticket???
Hello everyone, I'm checking a problem: once a ticket is closed, why can it be modified by the agents while remaining closed? And assuming that such an operation is more or less understandable, why isn't it an option possibly reserved only for administrators?
How can I send time-based email notifications to CONTACTS when their tickets are on hold?
We want to send email notifications to customers/contacts at certain intervals when we are waiting for a response for them - for instance, we reply to a customer but want to give them a "nudge" email if they have not answered us within 48 hours. How can
Notification on Community Portal
Hello team, I'm reasonably new to Zoho CRM, and I'm very interested in learning more. As part of my journey, I'm starting to use Zoho Community Portal quite a bit, but I find it difficult to know when someone has replied to one of my messages or topics
Desk login
Hi, I can't login to my Desk, every time that I try it ask me to create a new Account, I already have one, but I'm not able to login and see my tickets. Best regards Victor
Adding Office 365 users defaults to Global Admin and current department
When adding a new agent from the agent screen using the Add Office 365 user it grants them global admin unless you select light agent. This seems a bit overzealous. Instead, it should default to agent or allow end user to use the custom option. Other
Add Followers
Just noticed the 'Add Followers' feature (must be a new addition) in the case screen. Does anybody know what this does? We have tried adding some followers but they don't get notified of updates or anything so i'm not sure what the point in it is?
Help adding account number from Zoho CRM to the ticket screen in Zoho Desk
I need to enable my agents to see the account number on the related details pane on the ticket screen. Currently I can see name, company, number, and email but would like to add more to this pane. Is this possible? I will attach a screenshot
How to setup a email notification when an agent reply to a client?
Hello , when agent reply to a ticket I would like to send automatically an email notification to client with template like: “Dear Customer name, An agenti reply to your ticket. Read and reply Link ticket Have a nice day” How can i setup?
Custom URL Scheme Zoho Desk Knowledgebase
Hi, I want to know if it's possible to use a custom URL scheme for inserted HTML in knowledgebase articles inside Zoho Desk. Why? We specialise in support of macOS. But in the last few years, Apple has made it difficult to provide remote support because
Zoho DESK slow from 14:55 - 15:15
ZOHO desk is slow everyday from 14:55 to 15:15, this is everything from creating a new ticket, performing a blueprint transaction, or sending emails. I have asked our internal IT team to checkout anything that could cause slowness on our machines or
Zoho SMTP: Too many recipients / Server busy. Please try again later from [185.172.199.249]
Hello when replying on a ticket we are receiving this error message from the mailer-daemon: THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. The original message was received at Mon, 21 Nov 2022 09:55:52 +0100 from support@**.zohodesk.eu
Add a modify button in KB article viewed from Tickets.
When viewing KB from the left pannel in tickets , there is no way for modifying the KB article exept navigate in KB and search for the article, and then modify it. It would be nice to have a update button / link in this Article View It would encourage Agents to update KB article on the fly , and so having an up to date KB ! Thanks,
Light Agents can't edit their own comments
It appears light agents can't edit their own comments. This seems crippling. What happens if they accidentally comment something they shouldn't or a major typo? Please allow light agents to edit their own comments.
Prevent notifications to a certain contact
Is there a way to prevent notices for one contact? It seems two systems are getting a feedback loop and creating a bunch of tickets back and forth.
Auto Close Tickets
Hi, We are getting lot of unwanted common notifications and emails with specific subject or sender. How we can auto close such tickets.
No invite being sent to 1 user, and not showing in zoho desk
Hi, I have sent out many many new user invites from Zoho desk, but this one user (email address) is not a) being received (not even in junk) and b) does not show as invited on zoho desk I read there may be a way to send a manual URL can you help please?
Failed To Post Comment
Hi, my team and me are having this issue, Desk don´t allow us to reply Fb tickets, with no reasons aparently, whe are answering new tickets (open), Could someone please guide me to fix it? Kindly asking Alvaro!
Print Ticket Content
Is it possible to print the content of a ticket. My client is requesting this.
How can I redirect in form without choose department?
Hello, in portal when client click on "send ticket" open a page where need to select departmend. After choose department, show the form and open ticket. Is there a way to go directly on form and in the form choose department?
Email Templates for Appoval process
Is there a way to update the approval notification email? The email that comes through doesn't include enough metadata, and it would be nice if it supported smart fields like in the email template setup.
Reply within Ticket
I'm sure this has been asked before but I cannot find any threads on this. So when we are working on a ticket and need more information from the user for example, we reply to the ticket asking for that, and they then reply back to us, why does it create
Delete al current tags
Can I delete all current tags so i can start with a new list.
Request search not working in zoho one interface, but is working at zoho.com/desk
Request search not working in zoho one interface, but is working at zoho.com/desk Searching for the same ticket: when searching from zoho one: no results. when searching from zoho.com/desk correct results. See video
Zoho Desk Description
The system should copy the first 100 words of an email of the ticket and copy it on Description. Then description should be provided on ticket notifications: 1. Ticket Received Notification 2. Reminder to response notifications 3. closing notifications.
Assignment Rule for Ticket Reopened by Customer Reply
Hello, I'm thinking we are missing something terribly obvious and wanted to see if anyone else has done something similar. We are good with tickets reopening when a customer respondes, but we don't want them to stay with the agent who had responded and
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