How do I export tickets/e-mails into a spreadsheet format?
I'm looking to transfer requests that come from clients through our ticketing system into a spreadsheet so we can take that info & use it to request brochures through another system internally.
Automatical forwarding of certain emails from ZohoDesk to an external address
We have an email account in ZohoDesk that receives both support and marketing inquiries. The marketing team is not using ZohoDesk and will not be doing this. So we need to have up an automated workflow that would automatically forward certain marketing
Layout Rules
I have created new layout with some new sections with new fields. This layout is part of a blueprint. As the blueprint process prceeds, each status should reveal a new section with a new set of fields. When I try and create a layout rule, the
How to hide an entire section in deluge
Is there a way to hide an entire section in deluge instead of hiding individiual fields?
Can't see Person account sync between Salesforce and Zoho Desk
Hello, We have implemented a two way sync between Salesforce and Zoho and the accounts &contacts are syncing correctly but the person accounts are not being updated in Zoho Desk. How does this work? Thanks
Blueprint Deletion
I am trying to delete some of the transitions as well as the status but the system says they are linked to tickets. At first I went in and revoked the blueprint & changed all of the statuses from the one I wanted to delete to a random other status but
Helpcenter visible in Google
Hi. I don't want my helpcenter to be visible in Google. I turned off this option, but I can still find my page in Google. How can I solve this problem?
CRM to Desk - Sync Issues
Guys, Having persistent problem with timely sync of CRM records to Desk. I have CRM to Desk (one way) activated. I identified the following cases: 1. CRM account is added and I do not see it in Desk. Another account that was added at the same time is
Customizing views to include additional information such as priority and content preview.
Is it possible to add priority and latest comment/email to the grid view preview? There appears to be a lot of open space that could/should allow additional ticket information. It would be nice to be able to customize all views or tiles to include the
Italian Translation
Hi, there are several words that have not yet been translated. how can i help?
move a ticket from one department to another using the original ticket layout
Hello there, Is it possible to move a ticket from one department to another while still using the original ticket layout? We have several departments. Each department has a default layout + some customized layouts. If department A wants to transfer a
How to automatically update Account Name?
We are using an advanced web form for support requests. As part of that, we send 10,000 end users to our support page with a variable string in the URL that we then grab and parse into the webform which updates the fields: Logged in User ComputerID Dashboard
CRM Desk Sync Not Working
Hi My contacts and accounts dont sync. None of them have come from CRM to Desk. Ive bi direction CRM <-> Desk on but nothing the Desk. Could you please initiate bulk fetch and fix this glitch Thank you
Contacts with Multiple email addresses
Is it possible to create a contact/group in Desk with more than one email address in it?
Need to change Product Details
Hey, in the Product Form, we get basic details like product code, manufacturer. How do I change them and add my custom values?
Zoho Desk Backend got Boxed
Hey, After I enabled by Custom Domain with Zoho, My backend got a bit boxed on left and right, it's cutting out element and I can't edit anything. How do I fix this weird issue?
Ticket Category
Hey, Is there a way to create a ticket category, and support agents can filter them accordingly?
Reply to primary email
Hi, We are testing out a setup where a customer of us uses "ticketsystem@domain" to send the tickets from their ticketsystem to us and they want the replies at "support@domain" Our idea was to create 1 contact with: Primary email = "support@domain"
Zoho Desk Rotating Dashboards
I have a few dashboards that I setup via Zoho analytics embed URL's, I was hoping via full screen to be able to cycle through multiple dashboards, or an alternative fix would be to rotate through full screen reports/graphs. Anyone setup this up before?
Drill down on Request ID in Reports
Hi there, Just wondering if there are any plans to extend the drill-down functionality within the Reports module. I have Request ID in my Report, but it doesn't link to the individual Request. Easy enough to just search for the ID in the search bar, but I think the drill-down would certainly add value. Since there is already drill-down functionality from Dashboard to Report, and Account name to Account view from within the Reports, I'm guessing it would not be too difficult? Is it in the Road Map?
Is there an option to edit a ticket to remove credentials?
My client sometimes sends me login credentials over emails. However, I wish not to keep their login information on Zoho Desk database permanently. While I was using WHMCS, it was easy to edit and delete a part of messages I received from clients, but
Zoho Desk email forwarding not working
Hi, my organization is about to purchase Zoho Desk. I have created a free account to test the settings before we purchase. I have created an email forwarding rule from an outlook email but they are not appearing in Zoho Desk. They are not in spam tickets
Auto Close - Blank Tickets
How can we implement this? We want to set up a workflow which closes the tickets where the email body is blank. Selecting Criteria as - Description is 'Empty' is not working.
Undesired ticket merge
A partner company uses Zoho as well as we do. Whenever I create an issue in their system and I get an answer from them, my Zoho automatically merges their ticket recently created with a ticket of my own system matching by ticket number. As result my own
How to edit a ticket subject?
Hi, I'd like to know how to edit the subject line of a ticket? For example, if I am talking with a potential customer, and they then go on to place an order, I want to be able to update the subject of the current ticket, so that I can quickly find it in my list of open tickets. I don't need to remove or edit the ticket number - just the other text. I think there must be a very simple way to do this, but as a newbie I can't see how. I've tried Zendesk in the past and all you did was simply click
Cannot use ticket age in hours for scheduled report
Hello, I created a scheduled report in Desk to send a report for tickets over 13 hours old that are not yet assigned to an agent or team. However, the "hours" selection keeps reverting to "days" every time I save the schedule. I do not receive an error
How can I duplicate a request in zoho?
Is there an option to duplicate a request that I already have in Zoho? If there is I can't find it. This would be extremely helpful when adding requests where most of the information is the same and we just need to change a few details. Would save
Unable to send email form Zoho Desk
"Momentary issues with the mail server" - Error while sending email
Zoho on my Desktop will not send SMS Verification text
I have Zoho on a desktop and a laptop. I'm writing this from my laptop because I cannot login on my desktop. I enter my username, then password. Zoho then asks me to the the OTP that it has sent to my phone. That SMS text never arrives on my phone.
Unable to open Zoho desk
Unable to open Zoho desk
Moving Tickets and Maintaining Assignment
When a ticket is moved from one department to another it defaults to UnAssigned. Is it possible to maintain the ticket assignment when moving tickets between departments when the agent is assigned both departments?
Extend Field Update for date fields to include months
Currently you can only add plus 99 days. It would be nice if this included a months field so you could do a due date of 3 months or 6 months out.
Replies from contacts in CC are created as new cases in ZohoDesk
We have escalated an issue where the replies to the cases from the contacts in “CC” are getting created as separate cases in ZohoDesk . It has initially started with one department and was later noticed across multiple departments. We are not happy with
Can someone help me get a time tracking per agent per day report?
I'm trying to figure out agent productivity. In other words, if an agent is working for 8 hours a day how many of those are spent actively working on any and all tickets?
Ticket reference not working from different senders / internal tool
Hi, we try to do the following: Whenever a customer gets a new licence, our sales department sends a email to support with the licence details. This opens a new ticket. After everything is set up we send out an email with an internal tool, that uses an
Feedback widget with multilanguage
Hello, we are a SaaS offering our software in spanish and in english. Our help center is available in multilanguage, and we want to do the same with our widget. Right know, it seems that you can make a widget with only one language, is it possible to
Create tickets on behalf of the sender while forwarding emails not working forwarding from mobile phone
Hello...We are migrating from Freshdesk to zoho desk and so far all has been great except... I have a google workspace account with a custom domain and if I forward an email logged in from my google account via the gmail web interface then tickets are
New ticket is created in a different department when somebody add a reply to ticket
Hello, We have a little problem when somebody reply to a ticket from email( not sure if it is happening also when reply is from customer portal) a new ticket is created in our default department with the same ticket number as original ticket and in Subject
Customer cannot see their own tickets
Hello, Portal URL: https://support.datarotonde.com/portal/en/myarea A customer is unable to see their own tickets. They mentioned one ticket being able to be viewed. Is it correct that all "On hold" and closed tickets cannot be viewed by the customer
01 Contact for 02 Costumers
Hi, Is it possible insert 01 contact unique for 02 costumers?
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