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
Creating a ticket from different accounts simultaneously
Hi team, We provide b2b technical support and we have a specific client which is a Business group so their IT Analyst are going to send us tickets from 4 different accounts. The problem is that some of these tickets are issues that occur in the 4 accounts
How to Create Products in Knowledge Base
How do i create product categories with pictures like in the below image?
How to set up a second help center?
Hello, We're building a new product thaT will require a separate help centre. How do I go about setting it up? and does that impact the pricing? Cheers
Email addresses with a hypen can't add password after HelpCenter Invitation
Hi ZohoDesk, I think there is an an issue where a customer has an email address that contains a hyphen. For example richardtest-helpcenter@thisisanexampleemail.com can log a call fine but when they get an Invite and accept the invite and are asked to
URGENT Problem with Archived views and duplicate tickets
Hi, as you can see from the screen below (and the video in attachments) i've a trouble with archived ticket I'm at page 301-350 and there's the TICKET ID #8981 But if i open the next page 351-400 i've the same TICKET ID #8981 This thing happens for
Import contacts with multiple accounts
Hi, We have contacts with multiple account. I understand after importing, we can associate the contact to multiple accounts but i am asking if we can import contacts with multiple accounts already assigned? Thanks
View for tickets that need a response
I noticed that there is currently a view for "customer responded tickets". I can't seem to figure out how to create a custom view like this. Is there a way to filter for tickets where the customer had the last response? Ideally, I'd like to create a view for my team that displays tickets awaiting a response from the assignee.
Drop down list in web forms
Hello, Is it possible to add custom drop-down lists in web forms (like a list of locations or products)? Or can we only put in text only fields? Thank you. Keith
Error using Copy and paste of a picture and Text into a ticket/comment from an email?
I have a customer who has emailed a request directly to one of my Support Agents and we're trying to figure out if there is a way to copy & paste text & an image(s) all at the same time into a comment on an existing or new ticket. Currently when he tries
User reports
Hello, Is it possible to create reports or dashboards in the end-user portal where the user can see the time spend on tickets for example? This way the customers can always see a real-time number of hours spend on tickets instead of waiting on a report
Control Panel section in Help Center
Hi community, I was wondering what's the goal of the section ''Control Panel'' in the user profile: In wich way can we use this section? Thank you!!!
Suscription status when adding a ticket
Hi Community, We have a field that give us the information about the suscription status of the account (e.g. active, unpaid). If the end user belongs to an unpaid account, they wont be able to register a ticket. Being said this, when we add a ticket
Quisiera saber como configurar WhatsApp
Buena tarde, Ya tengo acceso a la beta cerrada de whatsApp pero al intentar configurarlo y aceptar los terminos. No realiza nada. Me pueden ayudar.
Custom Functions fail, user_not_in_org
Hello Zoho, We are using Zoho Desk for our helpdesk. Recently, we terminated a number of licences, including the original user who set up our zoho account. This has led to an issue with all our custom functions that use the OrgId parameter in Zoho Desk.
Ticket Layout confusion with Portal View
Hi ZohoDesk, I don't find the Ticket Layout configuration very intuitive and was wondering if I am doing something wrong or there is a better way of doing this. Once I have a Ticket Layout set up, I can choose to have those fields available in the Portal
Switch from SupportCenter Plus to Zoho Desk
Hi, Is there a migration path form SupportCenter Plus to Zoho Desk? Best Regards, jerry_3105
Using Zoho Desk as a Customer of Zoho for getting Support from Zoho
This is being activated for several people in our company, but is not working as per our expectation. We wanted all cases relating to our company to be visible to all stakeholders in the company. Currently, they can only view their own tickets. Please
No Reporting for SLA Violation tickets based on SLA Violation date & time
We've struggled significantly with this over the last week so I wanted to share in the hopes of saving others the same aggravations. Maybe Zoho might even see to fixing this or someone might come up with a brilliant solution! We use various SLAs to specify required response and resolution times for Tickets. The total number of tickets that have violated SLAs in a specified time period can be viewed in the Zoho Desk provided (thus unedittable) SLA Dashboard in the Report module of Zoho Desk. Of note,
Controlling layout via other fields and labels
What are some ways to control which layout appears for a customer based on a choice from another field? It would be nice to be able to dynamically display the correct layout based on their choice in the classification or category field. Or, I wouldn't
Moving community subject to another subforum
Hello everyone. I'm searching for a way to move a subject from a sub forum to another and can't find a way. I think I've looked everywhere.. I must be blind. Thanks a lot Fred
Set a readed ticket to unread
Hi, Is there a way to set as unread a ticket already readed ? Thanks.
Font size
My font has changed and has become too small. How do I return it to it's original size?
Default Font size in ticket
Greetings, How can I set a default size and font for every ticket?
unable send any email , unable load tickets
Hi, We can’t send any mail with Zoho and also many times users click on a ticket and the ticket it’s not opening. when a ticket opens have this error : Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds Thanks
Unable to process your request When replying to ticket
Good day When we trying to reply back to support tickets we getting the error "Unable to process your request" How do we fix the issue. Regards
Sorry, Unable to process your request. Try again later - Attaching images
Hi, is there a limit to the amount of images that can be added per day/ hour to tickets? A ticket comes in, i reply like a normal email.. then i comment in private with a screenshot that xyz was completed. The first few times its fine, after i try uploading
Zoho Desk - Work Mode Drag & Drop
Does the work mode allow drag and drop functionality similar to the CRM?
Exporting tickets from Help Center
Hello Community, I wonder if there is an option to export in .csv the list of the tickets that the end user has created from the Help Desk center. I mean, the end user has to be able to make this action. I know that it is possible to export your tickets
How can a 'Notify contact on receiving new ticket' be included as FRT?
Hi, We have a first response SLA for our users and currently my agents have to manually send first response every-time adding to manual efforts. Can we automate FRT with the 'Notify contact on receiving new ticket' notification so that time can be saved.
Unable to send emails using Zoho Desk
Whenever trying to send emails, reciving an error message as to try again.
Auto Clear Due Date when the field is updated
Hi, May I ask if possible to auto-clear the due when the fields are updated? - for example if we change the Classifications and Priority fields to "None" the due date will automatically set to clear/reset or "- -- -". Thank you!
Per User Moderation settings for Forum
Is it possible to set a single user as moderate all posts? I thought I saw this somewhere however I can't seem to find documentation on it.
Zoho desk - Notification for Approval Not Received
Hi , It seems we don't receive mail for approval anymore. Is there a way to configure it now ? I went to "Notify" Menu but cannot see it. It's annoying because checking the pending approval is a very small notification at bottom right.
Trying to create a dashboard to show tickets opened today and who they are assigned to
Title sort of says it all, I'm looking to create a dashboard to display for my support team and just cannot figure it out... it would show ideally on a graph All the tickets created today(or this week) How many tickets each agent has been assigned Status
Need more than three sub-sub-sections!
There should be the option for more than three sub-sub-sections in Zoho Desk Knowledge Base. Is this something that can be implemented before the year is out? We are moving our knowledge base to Zoho, and this has created innumerable headaches. That and
Multiple portal user activation ?
Hello, is there a way to send a self portal invite to multiple users. It would be great to be able to search for users by specifying search criterias such as "account" and then being able to "select all" and "send invite" Right now, the only way i see
Zoho Desk Lagging/Running Slow
We are having an issue with Desk running slow while using it. It lags pretty significantly and makes it tough to use. Is this typical? We did have ~20k tickets moved in - could this be the cause?
Export Customer/Contact list
We have tightened our standards on creating new contacts, but want to export the entire contact list. Is there a way to do this?
Zoho desk and mail template for remote support request
When I send a remote support request from ticket in Zoho Desk, the default email template is always used. In Zoho Assist, I created my own mail template and set it as the default, but it is still not used by Desk. So: how can I set up the email template
Next Page