After 3 years, ZOHO CRM Contact and Accounts STILL not syncing with ZOHO Desk
Zoho, you know this continues to be a problem (ZOHO CRM contact and accounts not syncing with ZOHO Desk) and yet you do not fix this. It is unacceptable that so many people have asked you in the past to fix this issue and your response continues to be,
primary email address of a department is wrong
How can I change the primary email address of a department if it is wrong?
change the DEFAULT department
how do i change the DEFAULT department when i have more than one?
Can I stop my calls being archived after 120 days?
Hi ZohoDesk Can I stop my calls being archived after 120 days? We like to try and understand how the number of calls and our response times compare year on year. This doesn't look like it is possible to report on this if calls get archived after 120
View tickets from other users is enabled but disabled for a given User the Help Center is confusing.
Hi ZohoDesk, If you turn on the "Customers can view Tickets of other users in their account" and subsequently disable the default setting that turns this on for all so only certain users can see all tickets..... The Help Center becomes confusing. There
Custom Function to create invoices from Desk's TimeEntry
I need to develop a custom function that takes the total time spent by our agents and turns it into an invoice I started with this: orgId = xxxxxx; response = zoho.desk.getRecords(orgId, "agents"); agentes = response.getJson("data"); rec = agentes.toJsonList();
What is the agent queue?
There is a menu option in my Desk account that is called the Agent Queue, but I can't find any info about it. What is this feature? Thank you for your time.
Is there a way for users to be detected when initiating a chat or ticket?
We have a client-facing website (wordpress) and use desk for support. Is there a way for zoho desk to detect who they are and not force them to fill out forms? Or if we could have desk look at the Wordpress database to determine who the user is?
Dynamic drop down field in submit ticket form
Hello, I'm working on change the submit ticket form of my ZOHO Desk and i want to categorize my services by category of service, for example: If the customer select "Support" on the category field, the service field must display only options related
New ticket is being created as duplicate if someone that was cc'd in original replies
When someone that was cc in original ticket replies to it, in Desk it creates a new ticket instead of appending their reply to the existing ticket... Surely this should not be happening?
How do I get the "My Tickets" section to display in the help center for the end user?
I cannot figure out how to turn that on, also the community never displays either
Zoho Support: Automate your way to Productivity using Time based Actions
To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
Classification - Part two
Interested if its possible to only have certain classifications appear based on the group the agent belongs to. This is to limit the number of Classifications to those applicable to the team. thanks, Jay
Classifications
Is it possible to group classifications together? We currently have this. But want this- Billing - - Missing Statements - Rates - Recent Statements
Read support email contents in workflows.
I am building workflows to help route tickets based on the contents of support emails which trigger a Ticket creation Zoho Desk. The issue is I assumed the contents of the original email would populate the "Description" field of the ticket. This is
How to combine products?
Somehow i've got several products with the same name that show up as different entries in my products tab and searches. How can i combine the ones with the same name (since they are the same product IRL)? Thanks, Eric
Embed video
Is it possible to embed a video? It seems to work in the preview...but then it doesn't save.
..Video Embedding..?? into Emails..
..hii is there any possibility for video (like YouTube) embedding into emails..(not links only) purely by artistic point of view.. (like beautiful pics of sort)..?? ..&..if not.. Why???
Offering 24h format instead of 12h
At Europe it is not common to have the 12h format. When documentating and especially invoicing to books, our clients excpect the 24h system. As an international solution, like Zoho is, it should be very well common to offer 24h system too. We would use
Layout rules not working in help center
Hi, I created layout rules, and its working inside zoho desk when creating ticket as an agent but behaves different in Help Center as an end user as if layout rules is not created. Is this normal? Thanks
Copy data from Contact info to ticket field
Hi, How can i copy customer data (ex. Phone number) to a ticket field? so the phone number is visible in the ticket. Thanks
SLA in reports
Hi, In Reports, how can i get the total resolution time in calendar hours/days not in business hours/days? Thanks
SLA in reports
Hi, In Reports, how can i get the total resolution time in calendar hours/days not in business hours/days? Thanks
timestamp to another field
Hi, I have a button on my blueprint and i want to record the time and date when i clicked the button on another field. How can i achieve this? THank you.
Include Ticket Subject in Browser Tab
It would be nice if browser tabs included the Ticket Subject along with the ticket number. Many of our users use multiple tabs and being able to see the ticket subject would be helpful in multiple tabs.
How can we prevent spam from being submitted in our webforms?
We've created webforms that are embedded in our Wordpress site, but we're getting a ton of spam being submitted. Do you have any tools to prevent that? Otherwise I'm thinking we can/should integrate a captcha in our form, but I haven't figured out how
Customizing fonts and colors in Zoho Desk
Hello We've made the switch to Zoho Desk. Our support agents are asking for a way to change colors and fonts in the app to reduce eye strain and make information easier to see. I haven't been able to figure out how to do this yet. Can you point me in
Incorporate color scheme to change the color of the window for private messages
when inside of a ticket, its hard to see if a comment is public or private because the only way to see it is the little word that is tough to see. It would be great if a private comment displayed in a different color so that you could easily see that
Customizing display in the case stream
Is there any way to change the color of note entries in the conversations view for a case... Notes are important in their own way as they give information to an agent important to the case for future reference. Giving them a diffferent background color
Changing Note Back Ground color in desk
Is there any way to change the background color of a note in the conversation ticket view. This would be really nice as the notes always include critical info regarding the case and i find myself always scanning for these. With just the small icon to
Timeformat change to 24 hr
Hi, Is it possible to change the timeformat to 24 hr. For now i can't fint this function? Thanks!
Themes for zoho desk
Are there themes for Desk?
the data is invalid due to validation restrictions Problem
Hi Zoho Team, I was wondering as to why one of our agents are having this problem when trying to change/modify the ticket subject. can anyone tell me the reason and how to fix this issue?
Checking Active Status
How do I check the productivity hours per day in zoho desk for my agents and their active time spent in zoho. Please advise. Thank you.
Moving Submit a Ticket up in Help Center in Elegant Theme (you have to scroll to see it)
Hi, Is there a way to move up the "Submit a Ticket" button further up the page. We have limited content on the Help Center, but the button is not visible even though there is plenty of space. I actually have to scroll down even though there is a lot of
Zoho Desk
How to Setup Multilanguage/Multilingual in Zoho Desk?
How to assign a ticket to an agent in another department.
If a customer sends support ticket to the wrong department, how can I assign the ticket to another department? Or better yet, to a specific agent in another department?
Reg :Edit subject line and change default font
Dear Team This is regarding few queries we got while exploring Zoho desk solution. We need to confirm the following: 1) Can we edit subject line while replying the ticket generated by customer? If yes, how? 2) Can we set default font and font size for replying to the received tickets? If yes, how? Kindly revert on this at the earliest. Regards, Ketan K
Import Tickets problem
Hi, I'm trying to import tickets from a csv file generated on Salesforce, but even though all the mapped fields have data, I'm getting this error: (Reason: Due to empty values for any of the mandatory fields) What can be the problem? Please, see attached
How to auto close ticket if no response from requestor?
We are unable to setup Supervise -> time based action to help us close the ticket in case: Agent has responded to a ticket but Requestor has not responded back for 24 hours since agent's last response. There are contradictory responses/solutions offered for the same issue in Zoho Community but none of them works.
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