SLA Due Date reset/clear
Can I get some clarification on how the Due Date is reset/cleared during a ticket lifecycle? Take the following example: A Ticket is opened with a Medium Priority The associated account has an SLA A Due Date is set by the SLA config to 8 hrs The problem
2 hour notice
Hello, I want to send out an email notification to the Agents if a ticket is on a certain status for 2 hours or more. How do i do that? With Workflows i cannot specifiy a "2 hour"-period.
Put Insertion point before default email template (not after) when agent replies to ticket
- when an agent replies to a ticket - when agent has a default email template defined for ticket replies The insertion point is after the contents of the email template. Please put it before the default email template. This means the agent can start typing
Signatures & Happiness Ratings
Your Help states that the Happiness Ratings will automatically appear below the agent's signature by default if it is set to appear in all tickets. But is also customizable. (see screenshot). I find neither of these to be true. I can't find any way to
Restrict Happiness Ratings to be used only for the final user
Hi, We have a Help Desk deployed in Zoho Desk and we recently noticed that agents are using Happiness Ratings options to rate the service delivered for any ticket. This should not be happening, and specifically, the idea is that only the user who opened
Clear report for hours spent by each agent
Hi! I am currently trying in vain to get a good overview of all time entries (filtered by agent). I can create a pretty good table - but as soon as I want to create a chart from it, the time entries are output according to number. But I want to see: -
Customize my desk
Hello I want my helpdesk to look like the demo one https://www.zoho.com/desk/images/every-brand-gets-own-space1@2x.jpg Why can't zoho, make customizing the desk functionality as easy as zendesk. I would love to switch can only if i can have something
Placeholder for user that send the recent response
We currently use Workflows with Email Templates to automatically send out an email to a team when a customer sends a response to an issue. The template uses the '${Cases.Recent Thread Content}' placeholder to get the content that was sent but we are also
Can you link to a comment?
Sometimes it's helpful to a specific comment in a ticket in our other system, however I don't see this as a possibility in Zoho desk. Is this possible or am I missing something?
More Control in Sequential Call Routing
Right now the sequence for call routing is determined by the first rep that signs in... ?! This is totally arbitrary and out of our control. Please provide a way for us to sequence the order in which our reps are contacted in.
Does ZOHO Desk log all incoming calls?
We are currently using desk only for email support, with plans to implement Twillio integration. We've been doing some testing but I'm uncertain of a few things. I know that zoho desk will log all incoming calls which for us includes those answered by
Customer portal Invite email
Hi, we have a customer portal in which some user are working well but we need to add more users and the issue is that the invite email is not sent. We have sent the re-invite but the user does not receive the email Is there any way to see what the problem is and how to solve it? I think that there is no limit for customer portal users in free license but I would like to confirm it. Many thanks. Regards Samuel
Disabling Public Comments option in ticket
Is it possible to disable ( temporarily) the option to make Private comment on tickets Public
Return to Open Tickets after Send
Is there a way to set up the system so that after an agent has clicked SEND or SEND/CLOSE, the screen is returned to the Open Tickets view?
ASAP Guide without Click/Hover Trigger
is it possible to create triggers that do not show after the guide has been completed? Right now if you create a trigger, either click or over, on a button on your website, every time somebody clicks the button the ASAP Trigger shows the tooltip. This
Customer Happiness survey on every Nth ticket closure
Hi there, I work in a B2B customer service, and we would like to send the Customer Happiness survey to, let's say, after every 20th ticket closure. We have multiple tickets coming from our clients' customer service people, so the email addresses are quite
What package is manual time tracking included?
During our trial we had a feature that allowed us to manually input time and an hourly rate for each agent. Which package is this feature included? I don't need automatic time tracking, manual is prefectly fine...
Allow Light Agents to view the community
Is there a way to enable read only access to the community for Light Agents? i can understand that responding may require a full agent, but why is it blocked from even reading the community?
Knowledgebase Article Attachments
Hello Is there a maximum attachment size? Or file type restrictions? We are trying to put our Latest Software Installer in the article from ZohoDocs. It says it successfully attaches but nothing shows up. Thank you
ZohoDesk Sync with ZohCrm
Hello We are a long standing user of ZohoCRM. We have been using Freshdesk but decided to try ZohoDesk for tighter integration. We implemented the one-way sync to test and only companies less than a year old came over. How do we get the rest to sync
MAIL SUBJECT
Hello how to change the subject of the email I sent. I want to put any type of information in the subject line as if I send an email classic. I want to manually change in the subject line. best regard faouzi
Looking for a way to Round Robin an auto assigned task.
Hello, I am looking for a way to do a Round robin for an auto assigned task based on certain criteria without changing ticket ownership.
How do I set "Over the Phone" number for Agents?
I cannot seem to properly configure my Agents so they can use "Over the Phone" status on their profiles. They receive the message "An 'Over the phone' number has not yet been set up for your account. Please contact your administrator". Absolutely cannot
Not able to select "ON HOLD" as status type
Hi, When trying to change an existing status type or when creating a new status, we're not able to select the "ON HOLD" status type. Only "OPEN" and "CLOSED" are available. Is this a known issue? Best Regards, Daniel
Improvements to Spanish translation for Zoho Support
Hello team, I would like to suggest some improvements to the Spanish translation. On the screenshot below, I would change the following: Todos los Solicitudes => Todas las Solicitudes Abrir Solicitudes => Solicitudes abiertas Solicitudes cerrados => Solicitudes cerradas On the screenshot below, I would change the following: Select a Department... => Seleccionar un Departamento... Request Type => Tipo de Solicitud How Critical is Your Request => ¿Qué Tan Crítica es Su Solicitud? I hope this helps
Allow End-Users to Authenticate via O365/Google/etc
Many of our other software vendors allow our customers to sign into accounts by authenticating against Office 365 or GSuite by simply matching the email address. It would be great if we could allow users from hundreds of different companies to sign into
first name placeholder ????
I have email templates saved in desk and want to update these templates to include ONLY the first name in the greeting line (ie. Hi (contact first name), ) I've tried the place holders listed and the ONLY one that even works includes the persons first
How to turn on voting for community forums
I'm having trouble finding how to turn on the Vote option for a post on the community. I posted an idea in testing but my test user can't upvote it.
View on work time calendar in Zoho Desk
Hi, Desk is briliant platform who has so many features but at first contact with zoho desk i was confiused because i have not found tools which I can check daily activity my people on the calendar view. I sended screenschoot shoot from extension from
Is it possible to create prompts when closing a ticket?
Hi, My company is new to Zoho, and we're trying to establish a good working practise of entering a resolution before closing a ticket. Is there a way to create an automatic reminder/prompt to enter a resolution when you close a ticket? Or alternatively, make entering a resolution mandatory for a closed ticket status? Thanks, Claire
Viewing own time spent by Agent
Where does an agent view their own time for the day/week?
External ZOHO Approvals
Hi Zoho Team, Is there any way to customize the "Approvals" tab in the ticket so that the client contact can receive a request for approval? The reasoning is that we prepare a number of estimates for the client for work to be performed. If I could automatically send a notification to the client for approval, that would expedite the process. Let me know if you have any questions. Thanks!
How to auto-assign a ticket to "self" (same agent replying)
Hello, we are looking for a way that when an Agent replies to an unassigned ticket it automatically assigns it to the same agent replying. Seems to me that in Automation Rules or Round Robin, the assignnment must be done to a specific agent, but what
Always show tags when viewing a ticket
Is it possible to toggle the tags so they always show, or at least show up in the ticket properties on the left?
Assign a product to a team rather than a person
Is it possible to assign a product to a team, rather than an individual as an owner? @Zoho - i accidentally posted this with my test account and realized it is set as Awaiting Moderation so you can delete those duplicates.
Assigning ticket to next shift worker when a customer replies
Hello Community and Support, In our ticket workflow, we often send replies to customers and some time may pass before the customer replies back. We run a 24/7 operation, so our agents work on different shifts (some during the week, some on the weekend.) I would like for there to be some type of workflow or supervise function that could know which of my agents are online and if the ticket is currently assigned to someone who is not working, then assign the ticket to someone who is working. Can I
Zoho Desk Inaccessible
I have administrative privileges and I can not even seem to log in to our domain? https://classroom.optimi.co.za/support/optimiclassroom/ShowHomePage.do Please can you assist?
How to Assign ticket based on category
How to i want to Assign ticket based on category, can explain to me ? is it possible ? Thank you
Cannot Disable/Remove Modules
Strange problem here. Setup/Customize/Modules should allow me to disable/unselect modules but I am running into the following: - On my iPad (using browser) I see the current modules and unselected modules split screen - but cannot seem to drag and drop.
Comments versus Email
There are a few threads on this - unfortunatey, I did not find the answer to what we are looking for. So, our clients, while opening a ticket or looking at a ticket have the option of replying to it, or commenting on it. If they comment on it, the ticket
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