Multi-language support
Hello. My main website is in Spanish and English, though when sending my Spanish speaker clients to the Help Center, they only see it in English because that is the default language I set it to. Is there a way to have multi-language support in the Help
I can't see the Salesforce Account Infromation on Zoho Desk
I integrated Zoho Desk with Salesforce with both directions data sharing, and I am able to see that all the accounts where sync, but, when a salesforce account send a ticket the Salesforce information does not display on the ticket details. Anny su
Search function is unstable.
Dear Sirs, Could you please check, I searched for products using "EyManN" the system show that not found. while available in the product module. When I scroll down from search pop up I can found the Product "EzyManN" on the system.I attached a sample
Is the Layout field accessible for use in email templates and workflows?
We have customers that require different ticket template layouts with different fields in their Help Center. When multiple layouts are enabled, Desk automatically adds the Layout field onto the ticket form in the Help Center view. This is great. However,
Merging Duplicate Requests
In Zoho Support, occasionally we receive emails from clients with the tracking number missing. Because they are likely associated with a current request, we simply need to combine them into one request. How do you bring together two requests that are really one?
Phone Call - Ticket Association Freezes
When I try and associate an ongoing or previous call from the phone pop-up, the browser session freezes for most things. Anyone else having this issue? I have tried both Chrome and Firefox to see if it was a browser issue, but no luck in either of those
Customer Portal - status figures break down per Account
Hello, I would like to suggest an improvement on the Customer Portal Currently status figures for Open, Closed and On Hold, are only filtered when selecting in Created by : You, Team or My CC'ed tickets Right now when selecting a specific Account, the
Adjusting CC field in Ticket Layout, Default Contacts
Hello, I was hoping to be able to add and adjust the CCs field to my ticket layouts, but it appears to not be an option. I was also hoping that I could set a default CC contact for tickets submitted to a particular department; a contact who is not an
KB reusage evaluation
Hello all Time ago I started to create some KB for my company. Every time I need to provide an article to a customer I use the suggested solution tab on the left. I was supposed that this operation increase a counter that can show me how many time I used
Is it possible to automatically share tickets of a certain criteria with another department?
We would like to share tickets that meet a criteria with other departments automatically but not give access to all tickets in a specific department. It doesn't appear to be an option to do this in the built in workflow functions. Is it possible to do
How do you disable the desktop notification pop up
Every time I log into Zoho desk, I get a pop up for a desktop notification. The options to select are Enable and Not Now. How do I disable this pop up because it's frustrating to have to select not new every time I log in. Can you add a never and make
Auto assign ticket from phone number in subject line
I am trying to figure out if we can setup a rule that looks at the subject of a new ticket and if the phone number in the subject line matches a number linked to a customer auto assign the ticket to the customer owner. We are going to forward all our voice mails to Zoho and it would be nice to auto assign the ticket if it’s a known number. A lot of times customers leave voice mails from other people and if this happens, we want the voice mail sent to the customer owner.
Migrate from Zendesk - I don't have a Manage > Reports link in Zendesk support?
Log in to your Zendesk account. Click the Admin icon ( ) in the sidebar, then select Manage > Reports. Click the Export tab. Click Request file besides, Full XML export. I don't have a "Reports" link ???? What do I do now?
Tickets - Include ticket requester automatically while hitting reply
Hi all, Is there a shortcode or function for me to include the person's name automatically while hitting reply? Like for example Roger sent a ticket in our Zoho Desk, so once I decided to hit reply, it'll include "Hi Roger" on top/ start of the ema
Parent/Child Ticketing Window Issue
When I want to link a child ticket, the window used to be positioned in the middle in the past. But, for a long time, I cannot give an exact date to you, it is located on the left side of the page. I do not know the reason for the issue. This is not a
Managing client emails with Zoho Desk
Hi there, We are a service business with some 500 customers and email is the way we communicate. Some of our team get 50 emails per day and multiple phone calls about client projects. Our team spend many hours reading and replying to emails using their
How to reactivate the Blueprint in a Ticket
I've revoked the blueprint of some tickets by mistake, and now I cannot find how to "unrevoked" it. How can I do it?
Validation of Fields based on {Category, Other Field, Classification, Feature, etc}
It's becoming a big necessity to have the ability to make certain fields required or control visibility based on other fields. Certain ticket types require certain information and to expect agents to remember what to add for each type isn't reasonable.
My support portal has too many redirects
Hi, I was able to map my domain through Cloudflare for the helpdesk but the portal is not accessible. I keep getting the following message when I try to access : support.vingo.fit This page isn’t working support.vingo.fit redirected you too many times.
Can I set default reply ticket template for ALL agents?
Hi there. I am aware that each Desk user can personally set their own template for a ticket reply. But, in a large organization, it might be important for the admin to be able to set the default template for everybody. Is there a way to do this?
Adding other Help Center Users on to a ticket - Adding recipient email addresses to a ticket response should NOT be the answer
Hello all, There are some great features in Zoho Desk, but the more I work with it, the more I find massive flaws that you would just expect to be there and apparently aren't. One of the things i am currently attempting to set up is a way for the users
Contacts with Multiple Accounts
Linking multiple accounts to a contact is not in the functionality of contacts. However, I have seen a few posts addressing this as well. A few years ago, it was noted that this was a roadmap item. Do you have an update as to whether this is still a roadmap item and if so, when is it estimated to be addressed?
"Two" default states of tickets
Hi, When tickets are created of course we want them to be labeled as "new". However, when they are reopened we want them to fall back to "processed" category. Is there any way to do this (e.g. blueprint etc?) Thanks, Jerzy
Unable to Create 2 Drafts
Hi, I was trying to create 2 drafts & save them as different drafts. However, first draft was gone when I created & saved second draft in my end. I have confirmed that there have been same issue happened to our colleagues. Is this a product bug? FYI,
Knowledge base Tags suggestion feature missing
Hello, Recently me and my team have noticed that tags suggestion is no longer available, when creating new articles. As a 'suggestion', I mean exactly this feature shown below. For example, in our Help Center we have several articles tagged with the term
JIRA and Zoho Desk
Hi, I recently installed JIRA extension in our Zoho Desk dashboard, the integration is alreadfy configured. However I've noticed (or found information) only about submitting tickets from Zoho and convert them to JIRA issues or integrate them into JIRA
Dynamic Ticket Forms
Is it possible to create dynamic ticket forms? The ticket form would have a dropdown that has the following choices: Shipping Questions, Returns, Sales Questions. If a customer selects Shipping Questions the ticket form would have a field that says
Best way to implement multi-level SLAs
Hi, I find the blueprint feature very useful, and it is great to be able to apply state-level SLAs. However, in a multi-level SLAs, what is the best approach to best track them? Say I have an SLA on a state, but that SLA is different depending on the
Multi-Layout (Beta) release
Creating a layout for customer support teams that share several processes under one common department is a challenge. First thing that comes into the agent's mind is the number of fields that are irrelevant to ones process. This challenge also extends
TLS version in From email address configuration
Hi, When I setup from email address and choice to use SMTP. Which version of TLS is used at the backend? Thanks. Darius
Zoho Desk & Facebook Integraton
The current "channel" integration is useless because it only integrates with Facebook personal pages, instead of business pages. If your business is only using a person page on Facebook, you will have a bunch of other non-ideal consequences. There is
Zoho Desk SLow
Zoho desk is very very slow, I can't work like that and I think no body can!
Creating a Browser alert for new tickets
I cannot figure out how to create a broswer alert when new tickets are created that do not have a ticket owner.
Setting up an internal helpdesk
Hi, I want to use Zoho desk multi-branding to provide an internal help center for staff. I want my agents to be able to login to the help center, view KB articles ("how to use the office printer" for example) and add tickets (internal IT support tickets for example). The help center must be private and therefore require registration to access. Agents will also of course be logging into the main helpdesk to process tickets from external customers. The help center will be hosted on a mapped domain,
How can I do custom coding or change templates of KB page?
I'm using KB for a long time. But I don't think my customer are finding is effective as it hard to find the right solutions. So, I want to change the template or UI design of my KB page. How can I do that? Can I do custom coding on that page or use different
unable to change ticket assignment
I have a ticket that I would like to change the assignment on. Everytime I try to change it, the change is not saved and it reverts back to the original assignee. I have tried changing it in the ticket list and in the ticket itself. This is not the only
Desktop/browser notification on new Tickets
i am trying to figure out how to setup the system so i can get a browser notification each time a new ticket is created in our system. (ie status is open & ticket owner is empty). i see these two threads https://help.zoho.com/portal/en/community/topic/one-hour-notification-for-new-tickets
Switch Blueprint on Existing Ticket
We have several blueprints that get applied to a ticket based on the Category. Sometimes, the wrong category will be selected resulting in the wrong blueprint being applied. Sometimes this isn't noticed until the blueprint has gone through a few transitions.
Tickets linked to a Support Department not showing in CRM
Hello, Our organization has six different departments and tickets related to CRM clients are integrated to show in the CRM display of Zoho Support tickets The tickets assigned to Accounts are not showing in the CRM Refer screenshots from Support and
How can I see in a Kb report the date of a published article?
I am looking for the criteria "Published Date" in the Kb reports. I need to know when an article was created and when this article was actually published. Thanks for your help.
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