You saying 48hrs in help docs, not possible. Only 24hrs. Please help!
I would like to change it to 48 hrs, but not possible. In article stated 48 hrs: https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/im/articles/setting-your-instant-messaging-preferences
Count number of tickets per category - Replies of customers to a same thread false the count
Hi, I'm allocating each ticket to a category I've created (for instance "software product", "harware product") I'd like to know how many different requests I have received for a category. The way Zoho creates tickets makes it hard to tell: When a customer
¿How can I automatically assign tickets to agents within a team?
I know that agents can assign tickets to a team when they want to escalate for instance. But the thing is that those tickets don't assign automatically to the members of that team. Is there a way to make those tickets assign automatically to a member
Search tickets by thread conversation content in Zoho Desk
Hey there, I just tried to search a ticket and was not able to find the ticket by a text snipped from the email conversation in the ticket. Advanced search also has no option to search in email bodies or conversations. Is this really not possible? Thanks!
Recovering a disabled layout
I accidentally disabled a custom layout. I tried to recreate the layout but get the error message that one with that name already exists. How do I recover the original layout.
Is there a way to automatically create support tickets on a recurring basis?
I have a list of tasks I'd like to make sure my team gets done on a daily basis and get credit for the work. I'd like to automatically create a ticket every day (per task) but can't seem to figure a way to do this. Any advice is appreciated.
Self-Service form channel to Web
Hi, When our customers fill in the self-service form in Desk portal, all new tickets are registered on "Web" in the "Channel" field. Customers cannot change the "Channel" field. We've created the value "Self-Service Portal" in the "Channel" field a long
Saving Attachments
When someone sends an attachment though Zoho Desk - is it possible to have the document saved. I'd like to create a database of all attachments sent though Zoho Desk.
Importing Help Center - from export Help Center
Hi guys, I'm trying to import a copy (which I exported out of DESK) of our help center into a new Zoho Desk environment. Though, when starting the import, only 5 fields are able to be mapped. What I don't understand is, I just exported the Help Center
Deluge Tasks and Ticket Tags
Can Deluge be used to add Tags? I'd like to take the process outlined here and tag tickets automatically: https://help.zoho.com/portal/en/community/topic/automation-11-auto-update-custom-fields-with-values-from-emails
Redirect Button URL
I would like to modify the url that some of our buttons are pointing to. I would like to change the url of the add a ticket button in 'the My area' section from : https://community.mycompnayname.com/portal/en/newticket to https://community.mycompanyname.com/portal/en/newticket?departmentId=464124000000006907
Zoho Support integration in Calendar
Hello, Have you planned to integrate Support in Calendar ? Or maybe is it already possible (but i didn't find how to do it). What i would do is to have my tasks from Support to be integrated in my calendar. It would be really helpful to have all my tasks and actions from the different modules integrated in the calendar. Thanks Xavier Liégeois
Continuation of email thread in Zoho Desk on replying from Outlook
An email which has come onto Outlook when forwarded or replied from Outlook, should also reflect in same email thread in Zoho Desk. how can we make this possible?
Is it possible create template email (for macro) that includes attach file?
I need to make a macro that send email to customer with custom fields and attachment file. In the bookmarks template email i can see custom field name but i don't see attachment file. Is it possible to do it? Thank's
Feeds & Notifications
When we built out Zoho Desk, we built everything out underneath one department for ease of setup and operation. Inside of this department, we have teams setup which we use to sort tickets, assign in workflows, etc. When we first went live with Zoho Desk,
Auto Delete Desk Tickets
We have a lot of CC confirmation emails that end up in as tickets in our system. Is there a way to automatically delete these tickets as they enter? Maybe a deluge function? I don't want to just close them, that will mess up our reporting. What's the best way to handle this problem?
Zoho Desk now integrates with Zoho Books/Zoho Invoice
In customer service, the more you know about the customer, the better you're able to serve them. We at Zoho Desk are constantly increasing the amount of context your agents can get. The latest in this is having access to billing- and payments-related information. We see this helping in two big ways: Your team will benefit from knowing what a customer has purchased previously from your company. Couple this with information from Zoho CRM, and you have the entire customer life cycle to inform your conversations.
Draft mode appear like a real answer in community
Hello ! This is no big deal but can lead to some questions so I'll ask. I think I have a small bug in the community when someone ask a question, the agent reply but is unsure about the answer and then leave the answer in draft mode until he validate the
Revoke Community Access to Specific Users
Hello, Is it possible to block specific users from posting in your Community forum? We are launching our community soon and want to make sure we have a process in place if we need to block specific users from posting. The only solution I see right now
Custom Currency Field
How can i add a custom currency field to existing Total Cost Field ??
How to see who closed a ticket by a ticket ID
Zoho, can anyone help me with this query
Zoho Desk: Move Knowledge Base Subsection: Category couldn't be sorted
We are using Zoho Desk's Knowledge Base as a Knowledge Management system, and I would like to move subsections to another folder/category/subsection. I have successfully moved most subsections and their articles, but there are 2 folders/subsections that
Access ticket comments (content and metadata) inside the standalone Analytics app
Hello, unfortunately, I found out that the ticket comments can only be accessed via Desk's built-in reporting feature. Since we can only use the standalone Analytics app due to the very limited functionality offered by Desk's internal reporting function,
Ticket response time inaccurate
I just replied to a ticket that was sent 7 minutes ago yet my reply states I responded in 1 hour. Is it meant to say that? Does it mean responded within 1 hour ? Otherwise surely it should state responded in 7 minutes or just give the time I respond
Best way to do quality assurance in Zoho Support?
Hi, my client wants to do quality assurance (QA) on the support replies from their reps. What's the best way to do this? Ideally I'd like to have 5% of all tickets go into a special queue that the manager would inspect and give a quality score.
Improve ZohoDesk with High resolution monitor
Hello. We've been using ZohoDesk as ticketing system since a few months, and it is working flawlessly. I noticed that on high resolution screens though, the website isn't using all the space it could. When you have a lot of tickets in different status,
Distinguish contact based on reply-to email address
Hi, I got tenant leads from hotpads.com who sends me email whenever someone wants to know more about a rental property. I gather all those emails in Zoho Desk. The biggest problem for me is, tall those emails come from inquires@hotpads.com. Which zoho
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@mydomain.zohosupport.com from a test client account no ticket is created. I checked spam and all other views. Let me know what further information you need from me. I can only get a ticket created
How can I add SLA contracts for many customers at once?
Is there an import option or something to feed my account records with SLA data? Let's assume you have 5000 customers. 1000 of them have SLA contracts with different start and end dates. How to import the data from CRM. Should I input every record one
TimeEntry AM/PM
Dear Support, Is there any way to disable the executed time's AM/PM option. We want to us it 24 hours type. Thanks in advance.
Change Date and Time Order in Zoho Desk / Analytics
Hello, I'm trynig to change order of date and time that is displayed in reports that I extract from analytics area on ZohoDesk. Now is setted on Month, Day, Year... but in Chile we use Day, Year, Month, so is hard to understand anyone that is not socialisated
ZOHO Desk permission based access for specific knowledge bases for agents
Hello Zoho, I'm trying to setup 3 levels of support reps, Level 1, level 2 and level 3. I want level 1 to have access to some knowledge bases, level 2 to have access to more and level 3 to access them all. Is this possible in zoho desk? Thanks, Sam
Helpdesk Not Working
For 24 hours, the Zoho help desk isn't working. Any action I try to take to respond to a help ticket, I get the message, "Unable to process your request." Is anyone else having this issue? Any solutions? Thanks,.
Send a notification when moving a ticket between departments
How do I create a rule to send a notification to the ticket author when the ticket is moved from one department to another?
Configure SAML Single Logout for Zoho Desk - Help center
Hello , we configure the SAML authentification sucessfully for Zoho Desk helfcenter and everything is working fine . But as soon the user try to logout , there is an error from our identity provider (Bad request - No Saml request send). we have severals
Add Community Forum/Topic Search to Suggested Article Search on Agent Ticket Screen
When responding to tickets, I would really like to also see related community forum topics. Seeing knowledge articles is great, but if there is a question that we have already answered in the community forum, I'd like for the topic to show up as a suggestion.
Unable to use exchange online plan 1 for "From Address"
Hi, I just registered for an Exchange Online (Plan 1) to host my emails for my work domain. Sending email to and fro works fine on the outlook.office.com interface. I'm having some issues trying to configure the smtp server on zoho desk. From Address:
Allow Shading of Private Notes to Distinguish them from Public Threads
I really love how Zoho Desk handles email threading, but it can get really hard to distinguish threads from one another after a ticket has been live for a while. For example, you can forward a thread over to another internal member to ask a question and
Notify Followed List when Community Forum Topic Status Changes
When a user adds a feature request to a forum and follows the topic, the user should be notified by email when the status of the topic changes. For example, a feature may get released on a sprint and I go through and mark the sprint items as released/solved.
ticket creation from emails forwarded by agents
Wouldn't it be great if we could forward an email message to the Zoho dropbox and have Zoho Support recognize the original sender and CC's and create a request on behalf of the customer? In our office, sometimes customers send requests to the agent's
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