Suporte de TI - Zoho Desk com integração Whatsapp
Estou tentando há mais de 2 meses resolver o problema de integrar o Whatsapp ao Zoho Desk. Percebi que já existe a possibilidade de integração com um plugin do Zoho, mas a versão beta ainda não saiu. Gostaria que alguém me informasse algum app ou método
New DESK UI not refreshing
the new UI is not refreshing automatically when a tread is updated, this need to be resolved
Mail Server Issue
When attempting to send out emails within the ticket portal, I am being met with an error code (see attachments). I also noticed under the notification center, there is also an error showing.
Change module description on the knowledge base
Hello Community, I'd like to be able to change the little description on my KB here : Can you help me ?
values are empty on the field of report
Hi, I have created ticket from the help center, but the fields are empty in the report PFA.
Update new mapped fields - CRM to DESK sync
Hi, I've recently added some new fields to the "customer/account" layout in DESK, which I have also mapped in the CRM sync (so the information will be filled in from the data in CRM). Though, I would like to update all the existing accounts with the information
Option to specify reviewer per KB article
Hi, I have realised that reviewers are being emails for any article being reviewed as a group and it's not possible to send articles to individual reviewers as you can imagine not all KB articles are to be reviewed by the same group of reviewers/reviewer.
Reports - Agent that closed ticket
Is there a way to run a report to show what agent closed a ticket?
Ability to report on Agent Resolution Time
Is there a way to report on agent resolution time? We have a hold status of awaiting on customer reply that we would not like to include in the business hours resolution time ideally. Any one have a solution for this that I am unaware of?
Ticket Approval Reporting
Dear Sir, We are using approval section for ticket as shown in attached picture Ticket is approved by Team manager. Our question is how can we take the report in Zoho Analytics that will shows us If ticket is approved or not ? Is this information
Help
Is it possible to change "Account name" to "Account ID". Labeling this a "name" does not make sense as you can only at this time use numericals. Anyways hope its possible, thanks!
Contact Exports Improvement
Suggestions for improving the contact export so that it can be used to review/audit data: - A column indicating if "Show tickets from other contacts" is enabled - Because the system defaults this to on, we need to regularly audit this to make sure folks
Idea Reports for Community
I'd like to have a report that lists all of the submitted ideas and their statuses. Also, it would be nice to be able to convert a Question into a FAQ in the knowledge base.
Only emails count as responses on a ticket
Is it possible to have either comments on the case/ticket or calling the customer count as a response?
Error when sorting ticket
Hello guys I'm having a big problem today, every time I try to triage a ticket I get this error. When I try to reload the page and try the action again, the same thing happens. I need some quick help on this. Yours sincerely, Fabio.
ZohoDeskPortalServices integration error
Hi Team, I am facing this error while integrating ZohoDeskPortalServices pod with latest Xcode 13.3.1 and using swift 5. Please have a look. Thanks, Balram
Reports and Dashboards are now together called "Analytics"!
We have now grouped Reports and Dashboards modules under a new heading called Analytics. This is similar to the Customers module, which houses both Contacts and Accounts. So the next time when you are looking to access a report or a dashboard, you need
iOS ZohoDeskPortalServices integration issue with latest Xcode 13.3 and swift 5
Hi Team, We are integrating ZohoDeskPortalServices in our iOS app but facing run time exception. Below is the log: We are using Xcode 13.3 and swift 5 for our iOS project. This integration is using pod. Please have a look at the issue. Thanks.
How can I create available time slots for every employee?
I want when assigning a ticket to an employee on a specific date-time. the system defines the available slots for the employee.And when I assign a ticket to an employee at a specific date time, the system prevents me from assigning another ticket at the
Zoho Desk not working using Site Domain Name
I am trying to access my Zoho Desk. It is directing me to my website However I am getting a 400 error. I suspect it is becasue I have moved hosts and changed my Cloudflare. I need to have the redirection removed on my Zoho Desk so that i can again
Associate a new Account to an existing contact in bulk
Hi, I would like to associate a new Account to an existing contacts in bulk I see this is currently not possible - see article https://help.zoho.com/portal/en/kb/crm/faqs/sales-force-automation/account-management/articles/how-to-associate-contact-with-account-if-contact-is-created-before-the-account
Zoho Desk Limitations
Hello, 1. We have 100 landingpages and wanna map each form from website with an specific zoho desk team. But i see in desk plan a limitation: Supervise - Time-based Rules -> max. 30. See also my attached screenshot. Question: Is it possible to map each
add Products to modules sitemap
is there a way to add Products module to the main zoho #desk sitemap, similar to standard modules - tickets/kb etc., so that to get to the products one would not need to go to the Setup-> GENERAL-> Products, but rather directly from the menu? Thank
Service hours provided vs available in Zoho Desk
Hi, The use case is the next: A company sells service hours, for example sells to 10 hours of "X" service of service, I mean the customer has 10 hours available to request "X" service, the client generates requests, the agents attend them and record the
Unable to save integration in Desk
Hi, we are trying to integrate ZOHO CRM with DESK but from another customer, the integration looks like is correct after the authentication steps but when I hit CONFIGURE button and then select the Fields to be sync, I try to save the changes in order
Creating tasks in Projects from a ticket in Desk
How do I create task/issue in Projects from a ticket received in Desk? I activated this extension and cannot see that any change has happened in our Desk account - no additional items were added to the actions dropdown in a ticket...
Mail Not Delivered
Hi Team, When I am trying to send email to recipients through Zoho help desk, But it doesn't deliver and it returns the below error message. mailer-daemon@mail.zoho.com To <support@optisolbusiness.zohosupport.com> This message was created automatically by mail delivery system. THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. The original message was received at Mon, 18 Sep 2017 06:31:21 -0700 from support@optisolbusiness.zohosupport.com [support@optisolbusiness.zohosupport.com]
How Can I send email Tempalte by deluge script
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Email for assignment and remiders for task not showing in Zohodesk
I have not been able to receive Emails for assignment or reminders for task in Zohodesk. I can confirm that I am able to receive them on our email server but I cannot see them in ticketing system. I am able receive all other emails just fine.
Notification that an item has been submitted for review
Hello all, I have set for a category that all submitted articles must be reviewed and approved by a specific person. I noticed the following things. If and what the reviewer has to do / to check, he must manually and actively gather. For example, he must
Notification Email not sent on ticket creation
I have enabled "Contact Notifications" -> "Receiving a new Ticket". My understanding is that this will send an acknowledgement email to the contact. Unfortunately, emails are not being sent to the contact on ticket creation. A look at history suggests that this is not being triggered either. "Contact Notifications" -> "Closing a Ticket" and "Department Notifications" -> "Creating a new Ticket" seem to be working fine though. Only "Contact Notifications" -> "Receiving a new Ticket" seems to be having
Multiple locations
I have many customers (accounts) that have multiple locations, like bank branches. How can I manage them under one account?
Knowing when customer has viewed ticket
Is there a way of knowing when a customer has viewed a ticket? Most other helpdesk systems show something on the ticket to say '{customer name} viewed {xx} ago'.
Edit Subject Line for Reply and Forward
Is there a way to edit the subject line when you are sending a reply or a forward?
Help center / KB - user management interface
Hi, Hope you're all good. I would like you to consider improving on the Help center / KB - user management interface Right now users are broken down by ALL, ACTIVE, INVITED and DEACTIVATED - see screenshot. These options are is very limiting in terms
Force Ticket owner to update ticket fields before replying
Hi Zoho Gurus, Is there anyway I cant restrict ticket owner from replying until certain fields updated in the ticket. I have the validation rules and all that but that does not stop ticket owner from hitting reply button.
What is the notification to actually receive an email notification when there is a new ticket/email in a department?
Can't believe I am having to ask this but I am not receiving an email notification when there is new tickets in a specific department even though I have every notification enabled under 'Agent Notifications' for this department. It's really frustrating
Removing the ticket ID from email notification subjects
How do we remove the ID from the subject of email notifications to the customer like "[## 786 ##]" ?
Which notification disables these cc emails?
See this screenshot - how do you disable these cc email notifications? Or if it is not possible, where can you edit this email template?
Zoho Desk - Invoices integration for client's portal
Hi Zoho Team, I have been looking around for a while now and I have not found any solution to this: There are many Customer Portals. For example, the Zoho Subscription has a customer portal, as well as Zoho Desk, Zoho Analytics and etc. What I need to
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