Field Dependencies should be available in Webform
Currently, the field dependencies are not supported on Webform. e.g., if I have project X in location A, Y in B and project Z in location C. The field values of project should be shown based on location selected. This feature is available on the Zoho desk portal but not on Webform. This should be included in Webform.
Blueprints - Assigning tasks to an Agent in a different department
Hello all, I am building a Blueprint in "Department A" at the moment and am having difficulty with a couple of the tasks that are part of the flow. I have a Transition where I need to assign a task in the "After" tab, to "Department B", but I am really
Source of HTML code for email templates
Hi, There are a lot of email templates in ZOHO DESK settings but very poor options to navigate, missing search option, no clone option. However, is there any chance to clone a ready message to improve it? Is there any chance to display HTML code of
Zoho Desk - On behalf of - ticket creation @eu-service.mailer.zohosupport.com
Same issue as below. This only happens on ticket creation. Replies to tickets are fine. Does someone from support need to enable a setting on their end? How to remove desk-mailer.zohodesk.eu from New Ticket email from address
Our ticket submission page no longer has fields for the customer to enter information.
See screenshot Seems to have happened in the last 24 hours
Customers Cannot Receive Notification Emails
We configured our Desk to send notification emails whenever a ticket is logged. But starting from yesterday(06/28/2021) (or could be earlier we just did not notice), our customers stopped receiving any notification emails. We checked ZOHO Desk ticket
I am receiving this error message when I click the category title in our Zoho Community.
I am receiving this error message when I click the category title in our Zoho Community. ({'result':'failure','reason':'categoryid' ,'errorcode':'UNABLE_TO_PARSE_DATA_TYPE' }) Please help! Jody J Steeg
Content is not available. Please try again after some time
All my tickets are showing this when trying to open them. I assumed it was because my trial had expired. So I upgraded for a month and all tickets are still showing this message.
Direct Assignment Rules not triggering
Say, an assignment rule is created in Dept B. And when a move a ticket from Dept A to Dept B. The Assignment Rule isn't triggering. How do we get the Assignment Rules to trigger for the Moved tickets?
Master contract list
Hi, Is there a way to view all outstanding contracts in Zoho Desk, across all accounts? This would provide a good overview for support management. BR Christian
show latest commented ticket at top in the all tickets and my tickets view page
In the ALL tickets section, The tickets at the top are not last modified time It is only based on ticket ID and the customer response time. I want it based on the last modified time.
Table ticket view not available in the 'All Department' ticket view
Hi, Whilst in the 'All Departments' ticket view, I can only see the 'Classic' and 'Compact' ticket views. Within each individual ticket view, I can see the 'Classic', 'Compact' *and* 'Table' ticket views. Is it possible to enable the Table view across
I keep receiving "XXXX has rated for you " messages
Hi ZOHO desk community, I keep receiving the messages "XXXX has rated for you" after I reply to a ticket. The customer rating option is disabled and I don't seem to find any other notification I could turn off (please see screenshot below) Thank you!
Light Agents and dashboards
This is kind of three questions in one. 1. We have our support agents in one department dealing with requests related to multiple independent entities. If someone from one of those entities (setup as a light agent) wants to look at a dashboard of
Tickets based on two suport email addresses - flagging tickets based on the email there were sent to
Hi, we have two separate Helpdesk emails. One is support@mycompany.com the other is implementation@mycompany.com. I connected both emails to Zoho desk and emails from both inboxes generate tickets. On the tickets list I would like to know which ticket
Contracts in Desk
What is the purpose of contracts in desk? I can't associate tickets to contracts or time. Unless I am missing something. Any ideas?
Help Center users can't be removed from groups
Hello, Zoho One user here. I have the following persistent problem: when an end-user (Help Center User) is added to a group, it can never be removed from it. When editing the user and hovering over the group name, it shows the red X, and when you click
Removing Close Ticket and Ticket properties options from help center
Hey everyone, I'm looking to remove the end user's ability to edit ticket properties or close tickets through the ticket view page in the help centre. Currently users are able to see each other's tickets, which is great, but I don't want them able to
Can customer register himself?
I am browsing through zoho support and would like to let the customer to be able to track their own requests after submitting it. Is that possible? If not, when can this function be available?
Status Types and SLAs
As I see it, Zoho Desk has two Status Types: Open and Closed. Open has SLA timers running and Closed does not. However, there should be a 3rd (or better customizable) status type, like Pause. There is no way to pause SLA to reflect time awaiting things
Zoho Desk very slow/laggy
Using Chrome 91.0.4472.77 no issues with other sites. it's always slow 100% of the time. Any suggestions?
Delete Zoho Desk Account
I setup a test Desk account to see how it worked for a non-profit I was helping out. So it has their names in it and things like that. I was able to change everything but the email domain which reads @nerna.zohodesk.com which I do not want it to read,
Copy and paste snippet images to KB article
Hi team, We used to be able to copy images from snipping tools directly into the KB article text box. Now it doesn't work anymore, and we have to insert the image manually via the insert image button. Can someone please check this? Thank you.
Manual Translation file/list
Hi, We have a problem with the existing translations and phrases used in our local and English language. I would like a page where we can export / import the translation file used so we can change everything we want to in both our local language and in
Unable to export report
What is the appropriate user role or permission to allow him to export reports? Currently, users can create their own reports, but the Export As options are not allowed, not even for their own Custom Reports.
Zoho Twilio Phone Bridge - Transfer Calls Between Agents Frequently Drops Calls
When transferring calls between agents, we consistently drop the call.
Edit Draft KB Article = Permissions Error
I have a user (manager, support administrator access with all KB options selected in the profile) who is getting a permissions error when editing his own article. The article is in draft status and we do not have any reviewers for this category. I'm out
Monitoring agent responses
In order to do quality checks on agents' responses to tickets, I would like to be able to see all outgoing e-mail responses. Not like Review, which will need my approval for every e-mail sent, but just a list of all answers per agent, that I can check
minutesSpent predefined
Hi, We are using Time Tracking and we want to pre-define options which Agents can choose from. We only enter time in 0 / 15 / 30 / 45 minutes format. If we work 1 hour for a customer it is 1 hour 0 minutes. If we work 1 hour 05 minutes then it's 1 hour
Master Tickets
Dear Zoho Desk, I would really like the functionality to create a "Master ticket" by connecting other tickets to it. If the "Master ticket" is closed then all of the connected tickets are closed/solved as well. In other words the "Master ticket" can be the "Problem" where all tickets connected to it are "Incidents". If the "Problem" is solved then the connected "Incidents" are considered solved as well and will be closed. Additionally the "Incidents" would receive a comment (or similar) with the
Round Robin between multiple teams
The round robin rule for teams only allows selection of one team. Will it be possible to select multiple teams so that items that fit the criteria will rotate betwedn teams?
Export Tickets Bug
When all tickets file is exported from data administration, the latest ticket is dated March 11, 2021. The export file is not having tickets after March 11. It seems there is an error, please fix it urgently.
Unsubscribe after being tagged in a ticket
Our agents noticed that once they're tagged in a ticket, they forever receive every notification for that ticket. Is there a way for them to unsubscribe or limit those? If not, I think it would be a good feature to allow digest notifications (like a summary
Can Classifications be modified?
See subject line. We are interested in using these to track different types of tasks we regularly do (software update, report customization, troubleshooting) I've searched through the Setup-Customize area without any luck. Thanks!
Zoho Desk more products per ticket
Hi, I didn't get if is possible to assign more products per each ticket. Could you support?
How to set a "mandatory attachment field" as a trigger of another field?
I need to make it mandatory for my agent to attach a file in some tickets, depending on how was the issue resolved, but I haven't found anything that allows me to do it. I found alternate solutions, but any of these are ideal: To add an URL field as mandatory
Exportinf Zoho Desk Data
I'm exporting some data from my Zoho Desk to do some analysis, but as I have more than 3000 tickets in my account when exporting, I have the 3000 records limitation. I would like to know if there is a way to export more than 3000 records, or if I may
Block certain fields after first input
Hi, We have a few options in the Help Center form which a customer can fill in. We want to block some of that fields so the customer cannot change their initial inputs. Those fields must be blocked for editing for Agents also (except Support Administrators).
Importing Accounts from Zoho Subscriptions
Hi, we'd like to know if there is any way we can import or sync our customer information from Subscriptions into Desk (in Desk the information is incorrect and/or out of date). We would be happy to delete all existing customer account data in Desk if
images disappear from ticket after sending
Hi, we are testing Zoho Desk and have come across the issue that when we send replies containing images that, when you click send, the image are visible in the message history for a fraction of a second and then disappear to be replaced by error icons.
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