Move Tickets to a New Blueprint
When a customer logs a ticket through our software portal, we process their request as an email and reroute that to Zoho Desk, automatically prepending the Subject based on their input. For example, if they select 'Class ABC' in our form, we will prepend
Desk Help
We are an edtech company and we want the students who have enrolled for the course should have access to Zoho support desk, we want only registered students to access/sign in to the portal, how do we do that?
Zoho Desk
Hi, We are an Ed-tech company and we want only the students which have purchased our courses shall get access to email support desk which is given by Zoho by default. We want only authenticated users to use Zoho support Desk so what is the procedure
Change ticket ownership not working
Hi, We need a "Approver" profile which is an agent profile but with some options enabled. One of those options is the Change Ownership, but it is not working. Tried switching the profile to support administrator and the change ownership works but when
Ability to view who voted/liked an idea
In order to better prioritise a feature request/idea, it would be very useful to be able to know who voted for an idea, especially in a B2B context. The count of voters/likers is good, but doesn't allow us to understand the span or reach of an idea. As
articles search in KB does not work
It is not possible to search through the knowledge base articles using the search function. Search words do not show any results. Example below - search "first" no result.
Archive or deactivate an account
It would be useful to be able to archive or deactivate an Account without it being deleted. Archiving should prevent users from opening tickets for that Account. Furthermore, on the back end, that account should not appear in ordinary searches as it does
Skill Based Assignments
We started to use Skılls Based Assignment. After implementation started , We observed a small problem. If Customer re opens the ticket after a ticket is closed, Ticket goes to another technician as a result of Skill based assignment. ( This is the nature
Ticket Status Not changing automatically
Hello Folks, Can someone let me know why a ticket is not changing from waiting on customer to open automatically when a client reply to an email thread?. This was working before but now the status doesn't change automatically from "Waiting on Customer"
Zoho Desk Help
1) How to Connect Zoho Desk Support Page with Website? 2) Can a customer get only access to Zoho support Desk only when he clicks on "sign in" button on website? Because I don't want the customer to go directly into the Zoho desk support and raise ticket
Need ticket age for reporting
Has anyone come up with a way of showing ticket age in a report? I am looking for days since ticket opened and days since ticket modified or updated. I have seen where I can use age in criteria but there is no way to report on a tickets actual age.
All your activities, now under a single tab.
Customer service is not just about sending out appropriate responses to customers. There's a lot more that happens between the threads of a conversation, and this involves coordination between agents and other team members. To help track these behind-the-scenes activities easier, we're introducing the Activity Module in Zoho Desk. The Activity Module lists all your calls, tasks, and events in one place. This makes it easier to plan your day based on the activities you have lined up. This is especially
Desk Help
I wanted to know that what are the limits of customers in Zoho Desk?
Canned Responses
Hi, How can I add Canned Responses in Zoho Support? Thanks Mario BTW we are a startup and love your products...
How to make ticket TAGS more prominent?
I just had to search really hard to find where to add tags to tickets and then when a ticket is tagged, I can't even see the tag anywhere on the page. We need to be able to see tags against tickets from the main inbox / list - is there a way to do this?
Amount of time of "on hold" tickets
Situation: My company wants to reward a team for not leaving tickets open for too long. Every time an On hold ticket gets answered by a customer, it goes back to open; one of the agents answers back and changes its status to On hold again. So we are trying
Twilio SMS support in Zoho Desk
Hi Zoho Support, The phone numbers I purchased from Twilio support both SMS and MMS. Does Zoho plan on supporting Twilio SMS and MMS functionality inside Zoho Desk, instead of using Share a Screen or Clickatell?
DESK / Como lograr un blueprint para AGENTES DE SOPORTE sin capacitación previa
Hola, buena tarde a todos: Preguntando: En la empresa tenemos sin fin de respuestas a otorgar cuando se ofrece soporte al cliente, pero a veces es complicado capacitar a alguien en un solo día, por ello el atrevimiento de preguntarles, será posible construir
Zoho Desk
Hi There, Is there any solution if i want to send out 1 email content to multiple recipient at one time using Zoho Desk?
contacts not shown on agents
Hi, We are still setting up our ticketing system. We recently found out that the contacts that I (as an admin) imported was not available to the agents. Agents can't create ticket manually because tickets need contact name and the contacts don't appear
Customer Account in Zoho Desk
Hi. Is there a way to merge two accounts in Zoho Desk? I have an account that has a duplicate and both accounts have tickets associated to them. I can find them by using the "Duplicates" in the accounts screen but when I am there, I only have the choices
Duplicated tickets when responding to another ticket
Hi, I've recently created two new departments, each one dedicated to a customer (according to our support scheme) and with its own mail. Tickets are send by mail to a mailbox address in G Suite and then redirected to Zoho Desk's addresses, and they're normally created, but the issue comes when the agent sends a response to the ticket and the customer replies again. When this interaction establishes, new tickets are created with the customer's response instead of attaching it to the original ticket.
How to set up multiple email addresses for different departments under one Desk account?
So under one company, we have multiple departments with numerous team members needing access to specific mailboxes, for example:- Support Accounts Social Media Etc I have set up Desk (new user account) and can forward the email to the one zoho email address
desk chat vs salesIQ
Trying to understand the difference between the two options and which is preferred and why. Our company switched to salesIQ and it is great for sales but not so much for support. I really want my chat to have the ability for the customer to come to
Private chat between Agents found in lower left corner - how does it work?
Hi! In the lower left corner of Zoho Desk you can find "Chat" and "Contacts". I try to use the chat to talk with other agents within our organization (and department). I have managed to this by this complex process: 1. During our normal work we happen to have an "Agent collision" when both of us where looking at the same ticket. I could click on my collegue "Agent A" in the top pop-out-box and initiate a chat about the current ticket. 2. Later on, in the Chat window (in the lower left corner), I
Zoho Desk very slow
over the past few weeks zoho desk has become so slow that it is almost unusable. please address performance issues. Thanks!
Update a bolean field with a custom function
Hi! I want to update the field "isAccountTicketsViewable" from true to false. I have a workflow rule that trigger when the field "Account" of a contact is modifyed. When the rule trigger I wanto to update that field. I write this funcion and mappde ConctaId
Assigning a Ticket to a Team
Hello, I used to be able to assign a ticket via Zoho Desk to a Team. I just recently realized I no longer have the option. Whenever I try to assign a ticket, I can only assign agents and no longer have the ''Team'' tab. I'm unsure which settings relate
Can't update User
We have some users setup as Light agent that we would like to upgrade to Agent, but that option is grey out in our setup page. Thanks.
Customer happiness rating on closed email tickets ONLY
How do I send a customer a happiness rating on closed email tickets only. I tried creating a workflow but it is not working. It still sends on all closed tickets.
Issues with incoming emails being created as Spam Tickets
Hi We seem to be having a similar issue to Alberto in the following topic https://help.zoho.com/portal/en/community/topic/spam-tickets-29-8-2016 Only recently we have noticed that a number of emails from different customers are coming through and this is creating Spam tickets rather than standard tickets in Zoho Support Would it be possible for the Spam Filter to be switched off for ourselves also to prevent this from happening going forward Kind Regards Mark
Business Hours SLA with Round Robin Assignment
Hello! I have asked Zoho Support for assistance multiple times but haven’t gotten a solution so hoping those in the community can assist me. Our business has agents across 4 time zones. I have our business hour set up for each time zone and we assign
Duplicate tickets
Hi , Sometimes , some tickets are created twice in our desk , How can we solve that problem ? Can we combine automatically duplicate tickets ? Best regards
Ticket Views for All Departments
I have an idea for enhancing ticket views when in "All Department" mode. For agents that are members of multiple departments, it would be great to have an overview of all those tickets but also the ability to filter or sort them by department. For a
Zia Reports
Hi, We just implemented the ASAP Add-on with Zia Bot enabled It would be incredibly helpful to get a log of 1) What questions were asked by users 2) how many results in a successful/unsuccessful response 3) What was the rating provided for each answer by user 4) Who the user was This will allow us to see if Zia is indeed helping users or frustrating them with poor answers. In addition, it will help highlight articles that we are missing in our knowledgebase that we need to write to address questions
Multiple filters on report
How can I add multiple filters to a report created in Zoho Desk? I have created a report that lists lists all tickets and associated time entries with a total at the bottom but I would like to add a filter to this report to run against a single account
Search body of incoming ticket
I want to set up an automated process that will search the body of an incoming ticket for a specific IP address, and reply back with a template response. I can do this if the information is in the Subject line, however not all come with the info in the subject line. Is is possible to search the body of the incoming ticket for any info or keyword? I have tried to use the search Description however that does not search the body of the ticket. Is this possible? Michael J.
Display-enabled Department does not show in Help Center
Hi. We have an existing Department which is set to be Displayed in the Help Center. However, it does not show from the Help Center. Kindly advise. Thank you.
Unable to process request
I have not been assigned a default support email address and when I try to create one it says unable to process request. It is very annoying!
Task Categories
Hi Is it possible to customise Tasks, as a minimum i would like to add more categories to the Call, demo etc that are there
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