Zoho Desk : Sub Category should allow validation from Main Category
Hello Experts, I am trying to use Category & Sub Category fields available in Ticket form. I need Validation in Sub Category (derived from Main Category) For E.G. When we select Hardware in Main Category Then Sub Category should show 3 problems When we
Feedback widget Knowledge base and Community section
Hi, I just want a confirmation that the Knowledge base and Community section is only available on the embedded popup web form and can't be used in the iFrame or web embedded form. If they can could someone help us initiate that into the iFrame widge
Where do I log agent in Zoho desk
Just started using Zoho desk, and currently only have myself as an agent. I am showing agent offline, but having spent a considerable time looking and can not find a means to put myself online!? Come across this article, but with 15 thumbs down its probably
Quick access to the ticket description
Hello, I would like to get an overview of all tickets. However, I am not interested in the e-mail conversations or other stuff. I only want to see for example the ID, description and contact of the ticket. Therefore, I thought I would create a report.
Change order of ticket layouts
In the ticket layouts, I literally just want to change the order of these layouts so that "General" is after "Requests". I want them to appear in the help center the other way around, how do I do that??
Deleting a Ticket View
How does a user delete a ticket view that he created? Thanks!
Request New Feature: Automatic Ticket Merging from Same User
All tickets from the same user come in to Zoho desk randomly and its messy - we want them to come in one conversation for each user so we can bunch it together.
Zoho Desk CC Emails Not Caching
Hi all, I have a funny little issue. I help manage Zoho Desk for a digital marketing agency where we provide support to customers that we've built websites for. Pretty simple. For whatever reason, I cannot delete cached emails that appear in the CC field
Auto assign new tickets to the agent who was the last to respond to the contact
How can we make it so that when a recurring contact opens a new ticket, it is automatically assigned to the agent who was the last to respond to the contact?
Submit and Open a New Ticket Entry Layout
Hi, In the simplest terms I need a button/function/workflow called "Save and Create Another" which would save the already filled submission form and open a new ticket submission form with some of the field prefilled so the agent would only need to change
Billing Type change with specific customer and sub-category
Hi, We have 2 billing types "Billable" and "Non-Billable". We would like to change the Billing Type automatically when a Time Entry is created for a specific customer with a specific sub-category. Already tried Validation Rules but i cannot select "Account
Ability to Track Time Via Status?
Let me paint a picture first. We are defining the metrics from which our department is graded, essentially. This department is for changes to websites, and one of those metrics is how long we work on each ticket, as well as the response time to tickets in general. Currently, AFAIK, the only way to track the time spent actually working on a ticket is to use the tab at the bottom "Time Entry" which requires manual entry of the time spent. So, we'd need to track our own time manually, so that's no
Duplicate tickets when second department is CCd
Hello, We have two departments with their own email addresses. However customers often CC the other address, which is effectively creating a new ticket in the other department: 1. If a new email - will create one new ticket in each department 2. If a
How does a ticket become "overdue"
Very strangely I cannot find any information on google or here what exactly makes a ticket become "overdue" and how we can change or modify what makes a ticket turn overdue. Anyone has any links to resources or an explanation?
Adding contact to account automatically in helpdesk?
Hello, We're using Zoho desk to managed our helpdesk tickets. Is there a way to add contacts (email senders) automatically to an account based on their emails domain name? For example: when UserA@companyx.com send an email to our support mailbox, a trigger or a workflow would automatically add the userA to Companyx account if it does exists Please advise Thank you
Generating reports with attachments in tickets
Is there a way to generate reports with the attachments(Like images) in the ticket?
Disabling FWD option for agents
We are having ongoing issues with multiple tickets being created via user-emails. It appears this is due to agents replying in the ticket with "Forward" rather than "Reply" - thus creating a new email chain. This means that when the user replies back,
Tickets have default shopify mail as adress
Hey i tried using it but all tickets that come in trough the contact form have mailer@shopify.com as the email. Is it possible to instead of having that email to have it with the email the customer used?
Setting Default Fields for Tickets by Email
I've set the field defaults for some of our fields, but this only seems to apply for tickets created manually. A ticket sent in via email doesn't pick up these defaults. Can this be set or is this only achievable through workflow rules?
WhatsApp messages not landing in Desk
We have been receiving all our support tickets from WhatsApp on our Desk dashboard. But for 2-3 hours any of the messages sent to our WhatsApp support number are not landing on the dashboard. We have enrolled for the IM beta access. I expect the earliest
Time tracking not as good as Zoho Projects
Hi I use Zoho Projects for my web development projects. The time tracker (little green clock) is great. I have just started using Zoho Support for support requests. These also need to be billed, so the time tracker is essential. I therefore upgraded Zoho
Assign tickets based on "To Address" or "From" address
Hi, I'd like to auto-assigne tickets based on "To Adress" : for example, if a customer knows my agent and send him a direct email with support adress in cc, i would like the newly open ticket to be directly assign to the agent. Same thing using the "From
Zoho Desk Response Due clear button - can it trigger a notification
If I set up an SLA with a (first) response due time, but I receive a ticket that does not require a response, I want for the team member to be able to clear the response due time so as to not trigger an SLA violation (tickets often stay open longer than
is it necessary to include Zoho Desk's support email address in cc?
Hello, I just set up Zoho Desk and wondering if it is always necessary to reply to the sender of the ticket and also include the support email of ZoHo desk in the carbon copy field? I also did uncheck the following option "Auto Cc e-mail replies to your support mailbox " but still the Support e-Mail of my Zoho Desk email address is added as CC.
Create automation rule to remind a customer that we're waiting for their response
I'd like to create an automation rule to remind our customers that we're waiting for their response. Ideally the rule would execute once after 3 days of no response then again after 6 days of no response and then close itself after 10 days and notify
Notify additional business stakeholders based on ticket tags
I'd like to create rules to notify some of our client stakeholders of work being performed based on certain tags assigned to a ticket. How could I accomplish this within Zoho. I'm coming from Zendesk where this is very simple to do with an automation
Ticket merge sends out an email
When we merge 2 tickets in Desk, there's an email send out automatically to the customer. I don't know if it's a "status update" email or a "ticket is closed" email but i suspect the first one. We have this issue with manual merge but also with automatically
Handover mailadress and name via original_sender and?
We are using Zoho for our mails over the website. In order for the tickets to arrive correctly, we use the tag #original_sender{example@sender.com}, but now we still get the same name and first name in the ticketing. Here I would also like to transfer
Not Getting ticket custom fields
Hi, Can any one answer me.. I am trying to fetching all ticket records from "Tickets" modules. But I am getting only standard fields of tickets. I am sharing my code, Please check and reply me.
Template needs to be selected twice when sending an email via a Blueprint transition.
Hi, An issue has been found within the Blueprint transition phase when replying to an email. Templates needs to be selected twice when replying to an email via a Blueprint transition. The first time a template is selected nothing is shown while the second
Why is the customer email address changed using "+client.domain.name-via-support@my.company.domain"
Hi, I noticed a strange behaviour with Zoho Desk that I don't quite understand. I have customers that open tickets with their email addresses - that's fine. For instance "mike@foo.com". My company has its support email address as simple as "support@barbaz.com".
User Audit Trail
I don't see this functionality, so here it is: It would be nice to run a report of all users and by type (Admin, Agent, Light) and their last login so we can tell if licensed users are still logging in. This way we can send targeted emails to users
One of the customer is getting Insufficient privileges while trying to create a ticket through portal
Dear Team, One of the customer is getting Insufficient privileges while trying to create a ticket through portal. Others are able to create it. It is user specific. Please suggest how to resolve. User privilige error
Move ticket fields in ticket view as agent
Hi, I hope I can get some help here. I created a custom layout for a ticket entry. But all the new fields showing up on the left side of the ticket. I would like to have them in the middle of the ticket.
Duplicate tickets
how to restrict duplicate tickets at the time of creation in zoho desk? help me out in this issue
Zoho Desk Slow and Unresponsive
We have been using Zoho Desk as our ticketing system since 2018, mostly on Windows OSs using browsers like Chrome, Opera and Edge. In the past couple of months we have been experiencing performance issues where the UI freezes every time we need to access
URL's to Tickets, Attachments and Reports with Scheduled Reports
Hello, We created a scheduled report to be sent out to manager at the end of the day about the tickets that are created 'TODAY'. However we want them to be able to click to the URLs of the tickets to view or URLs of the attachment to view/download or
Modify popup message?
I have set a workflow to block agents from closing a ticket if there are empty fields (Ticket Type and Category). Doing so skews our reporting. However, when agents select "Close ticket" they get popups stating “Status has been successfully updated”.
Creating & closing tickets with emails
We use an RMM package called Atera and are attempting to use it to automatically generate tickets when a machines/resource goes down. Generating the tickets is the simple part, but I'd like to be able to automatically close tickets if the issue resolves
Autotranslate KB Categories in Zoho Desk Help
Hello, is it possible to autotranslate KB categories in Zoho Desk Help Center? Thank you
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