CC'd users receive reply from help center?
Hello, Users who are a CC on tickets are not receiving replies sent by another user from the help center. Scenario: User creates a ticket through the help center with 2 CCs on the ticket. User later replies all through the help center. CC'd users do not
Assigning Tickets not working
This is a new issue in the last few days… We open a newly received ticket and in ticket properties, nothing happens when we click Pick and same issue when we try to assign the ticket to someone by clicking their name. Please advise.
Agent identification in Community forums
Hello Zoho, Since you are now investing a lot of your efforts in a Community forums, i have one more suggestion. As I can see your agents have a logo and company names displayed visually: https://take.ms/U9C7f They all have a Z sign that shows them as
[Community] Option for change to display page numbers grid instead 'show more' button
Current zoho desk community display 20 topics per page and has 'show more' button to load rest of topics however It's like find a corner of the universe; never ends. no idea how much topics still has under any forum or category. So add an option(or change it) to display page numbers grid similar gitlab, github issue field and stackoeverflow community etc.
Cannot create a ticket without inputting email address
I am new to Zoho Desk and when users want to submit a ticket it states they cannot without an email. In the Layouts, the email is not set as required, but in the portal it is still required. We are a manufacturer that has shop floor personnel that don't
Disable some email notification for a particular "Email support notification"
Hi! I have a particular support email. If a ticket is opened with the email channel with this email, I would not want the ticket notifications to start (opening, closing, adding comments, etc.). Anyone know a way to avoid notifications for just one
I can not see my products in a different department of my company.... What do I have to do?
Hello, I can not see my products in a different department of my company.... What do I have to do? Thank you peter
Gallery do not display for one department
Hi, KB gallery do not display for one department. Is there a particular parameter to activate in order to use the gallery? Regards, Marjorie
Fore Notify Contact in "Resolution"
Can u force or automate that the "Notifiy contact" chebkox is checked, when someone presses "Resolution"?
Change the email subdomain
For some reason, our emails all use reallylongformalnameofmybiz.zohodesk.com as the domain. Is it possible to change it to shortname.zohodesk.com? I was able to change the portal name, but it didn't apply to these emails? I found the following, but it
Suggestions for Notifications (N)
Notifications can be very helpful, but if there are a lot of notifications they are no longer helpful. It would be great if the list could be configured per user. Some thoughts for improvement: - Allow subscribe/unsubcribe from whole departments for notifications.
delete Customer Happiness ratings?
Hi Zoho. We've set up the Customer Happiness add-on. During setup, we gave ourselves positive and negative ratings, just to see what it would like in our Customer Support Portal. Now we'd like to display how good we are, but our own ratings are (as expected) not showing the truth, due to all the negative feedback we gave ourselves in the beginning. Is it possible that we can delete those entries, so all feedback is accurate? Thanks in advance! Kind regards, Alex.
Multiple Signatures For one agent
Hi ., We are an event management company we manage multiple events in our customer service portal is it possible to have multiple email signatures for an agent so the email seems like it has been from the race official of that event. like one
Send email to customer against category in new ticket
Hello, I wish to send an email to everyone who raises a ticket against a certain category, I have looked in workflow and alerts, created a template and nothing has worked. Any help please?
Zoho Desk Integration with Bug Tracker
Hi, I am writting this to check the scope for classification mapping. I am tring to integrate the Zoho desk with bug tracker... I could integrate it and seems working fine. However, I am trying apply a scenario where we can get a option for mapping a
Associating contacts with an account
Hi, I have seen we can associate contacts with more than one account which is very useful for us as some of the people we deal with work for several different companies that we deal with. I have followed the article on this and got it to work with some
Desk Keeps changing the contact email back??
Hi Guys, I have an issue where I go in and edit the ticket, change to customer contact name and the email updates. However when I go back into the ticket the Customer Contact name is correct but the Email has reverted back to the old one? Any ideas? Thanks
Time based workflow using business hours
Hi, I am looking to set time based actions based on business hours - eg. M-F 8-5. I noticed the conditions are all based on calendar hours. Is there anyway to make a time based action using business hours. Here is the scenario We have a response SLA for
Help Center / Portal
I am in a trial for zoho desk. From what I can tell you guys use "portal" and "help center" interchangeably. Is that correct? My problem is that I want to control the fields the customer sees when in the portal. Right now they can see all kinds of
Error accessing our dashboard
Hi, Today our agents have been reporting issues when trying to access Zoho Desk in order to attend tickets normally. A message "Sorry for the inconveniences. Try again later or report this issue in the comments form below" is dlsplayed with a form in
Filter on pick listi options.
GHi! I have a pick up list field with 20 different options. In the ticket opening form I would like to show this field in all departments but in every department I would like to show only some options of the field. For example, if I choose the "apple"
Restrict Customers to Certain Departments
Is it possible to restrict Zoho Desk Customers to certain Departments? The intent is for my company to setup a Department geared specifically for supporting external customers. This means that we would not like external customers to have the ability to submit tickets under different Departments, specifically our internal Departments. Being able to restrict customers to chosen Departments would accomplish this, but I see no such option when creating a new contact. Thank you!
Mark ticket as responded to by automation
Hi everyone, I have setup some Rules and email templates so that when a ticket is assigned in Zoho Desk it automatically emails the Contact telling them who is working on the ticket, the priority of the ticket and what the SLA response time is. The bit
Teams Vs Departments
Hello, I'm going to soon be migrating my team over to Zoho and, as I've been doing some tests with the product, I am unsure whether I should be using Teams or Departments to separate my two teams. The Teams Team 1: Customer Support - Helping customers with general questions pre and post-sale, doing basic troubleshooting, helping with account issues Team 2: Technical Support / Escalated Support - Takes escalated product issues and helps resolve them with the customer Both teams should use the same
Zoho Desk - Schedule ticket closing
Hello, I'd like to automate ticket closing when no customers answers after a 48h delay. I tried to add a ticket state, to create a rule, but I don't find a way to scheduale the closing. Any idea ?
Errors when using JIRA integration
Hi, We have had the JIRA integration working successfully for the last couple of years but it has recently started failing. Specifically, when we try to "Add New JIRA issue" from a Zoho Desk ticket we get the following error: Oops! Something went wrong
Creating a ticket without automated email to Contact [checkbox?]
In some cases when creating tickets it is not necessary to automatically send an email to the contact. Especially when creating tickets for documentational purposes. A simple checkbox for something like "create ticket without automated email" would be a huge QoL improvement. Thanks.
Categories-Automated Responses to tickets
Hello, I would like to create categories based on the content of an incoming ticket from a client. After assigning the existing ticket in a category, i want automated email reply as a respond to the client. How can i set up this procedures?
Customers can view Tickets of other users in their account Setting
Is it possible to enable this, but default it to off when contacts are associated with an account? We don't want all users to have this access by default so it's extra work to have to uncheck this for every user.
SLA Response Escalation
I have Zoho Desk Enterprise. Why do I only have two escalation levels for Response Escalations. Per the KB, it says I have 20 escalations per department. For Response, I'm only seeing 4. Thank you.
Merge more than 3 records at once
Hello Zoho Team, There have been a lot of times that I and some users need to merge more than just 3 tickets, many of this times is related to automatic notifications and batch issues who came by different contacts or users with same problem. So we wonder if this feature will be available in a near future? Thank you.
Agents Availability
Hi, We need to measure the availability of the agents in Zoho Desk of somehow during the period of work coverage (9 AM - 18 PM). Is it possible to measure it and get a report? Thanks again.
Custom List Mode
Is it possible to configure the List mode so it splits tickets up into columns similar to the "kanban" countdown and status views? If this isn't an option, is there any mode that would allow a user to do this and specify which users can be viewed in that
Converting email body as Ticket Description
Good Day We are currently creating tickets from EMAIL and exploring workflow option for handling tickets automatically. One of our use case is to check a unique content from the body of an email and update the status of the created ticket for which we
ZOHO Desk doesn't work
We cant login to any account. The screen below.
notificatioin mail on receiving new ticket in different languages
hi community. I am setting up mail notifications for a global support team. We have customers all over the globe and I would like to have the mail templates sent in different languages, depending on the language chosen in the ticket. Is there any way
Dead link to the slave merged ticket
Hi Zoho When we merge tickets we lose the possibility to access tickets that were merged as slave. Please associate the slave URLs to the corresponding masters. Regards, Andrey
Need to search keywords in comments
Hello Team, I need to search keywords (or more specifically a number) in a comment but actually it is not possible. For example when I search a "case number" like "123456789" in a comment it does not find ... Is there an option to activate ? Thanks
Feature Request on Ticket Number Ticket
It would be nice if the ticket number in a ticket near the subject line was a hyperlink to the ticket. This would allow us to easily copy the ticket number and subject and share it with a clickable hyperlink (since the URL doesn't actually display the
Permissions Management for Required Fields
I want to be able to allow some users to edit some fields on accounts or contacts, but not other fields. It seems I am unable to set reader permission on the Account Name field and as a result the end users will need to be read only because we cannot
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