Unable to set up a review process for KB categories associated with multiple departments
When a KB Category is associated with more than one departments, it is impossible to set up a reviewer. Even if a reviewer is already assigned, the moment a second department is associated with a category, the reviewer option is no longer available,
Syncing CRM Lead Converted to Contact
Hi Zoho, We are using Zoho Desk and syncing it with the Leads, Contacts, and Accounts modules in Zoho CRM. For the most part, this integration works great. However, we are finding a limitation when a CRM lead is converted to a contact. While Zoho CRM
Add CC on our workflow email
We want to create a ticket with dynamic email as CC - & we get the email from our database and sent throught Zoho Desk API. The email that we wan to CC is filled in the ticket & placed in CC field. We're using pro edition but somehow unable to find
SAML Dispaly Names
I have SAML configured and working with my AD. HOwever when my users submit a ticket for the first time by sending an email their contact name shows up as their first part of their email address. Is there a way for this to use their full name instead?
Web Widget not mobile responsive
(This post keeps getting deleted! ?) I've attached two images showing that the "Feedback" widget is not mobile responsive on an iPhone. Can this be fixed? It's important. It doesn't work with embedded contact forms either. Thanks!
Send automatic emails to customers as reminders
can you help me, I want to send email as a reminder to customer, the reminder is given 3 times, the first reminder if within 24 hours the email doesn't respond then the email is automatically given, the second reminder is given within 48 hours if it doesn't
Workflow - Select Tickets Flagged as SPAM
We have a known number of distributors who submit purchase orders and technical support requests to Desk. In almost all those cases, the Account field is completed (synced with CRM) Regularly, we end up with valid tickets marked as SPAM and unless someone
Change some fields to be accessible to non Admin user
Is it possible to add resolutions to tickets with non admin user?
CC distribution queue list
Hi - When i CC a distribution list in a ticket it send the email notification to everyone but they can not access the ticket because of insufficient privileges. I suppose It's because the system sees the the distribution list a user and not individual
Using Description box in Add Ticket screen more efficiently in Zoho Desk
Dear Partner, We are willing to process our works in Zoho Desk with less clicks. Thus we have an idea of using Description box in Add Ticket screen more efficiently. In the latest version, if Description box is used and ticket is saved, the ticket is
Setting Due Date with SLA rule
Following the section "Creating and Using SLA's" in the online manual, it states - In the Create SLA page, do the following: Enter the SLA Name. Optionally, enter a description in the Description field. Specify when you want the triggers to fire automatically.
Report on last modified date on tickets
We would like to be able to track the last time something was documented in a ticket. Our requirements are for agents to check and update their tickets on a regular basis (depending on status, subject, etc.). Is there a way we can report on the last time
Help Center in Mobile Application?
We are experimenting with moving our Knowledge Base to the Help Center in Zoho Support. After installing the mobile app (Android), we discovered that that "articles" aren't part of the app. What are other doing to manage their Knowledge Base and allow
Blueprint reminders and automatic transitions
Hello, I have two suggestions for Zoho Blueprint - both in Desk and CRM (if possible). It would be nice to be able to send alert reminders for a blueprint task to the task assignee, in the event that the assignee forgets to complete a task. It would also
Time Date Field inaccurate when picked up by field-placeholders in email template (consistently off by six hours)
We have a department in Desk that schedules sessions with customers, and it is mission critical that we tell them what time they are expected. We use a Blueprint to set conditions, and Alerts (Notifications) are sent to the customers showing the agreed
It's possible add kb inside ticket?
Hello, I want to know if is possible link inside a ticket the link of kb article. Thank you for your reply
Filter the departments that a user of the help center view
Hi team, Imagine a department on Desk fot internal company requests (other companies of the same group, tecnical questions...). If we allow the help center for that kind of requests, the final users, the real clients can see it too. Can be possible
Feedback Widget Success Message customization.
Hello, I would like to create a success Message in the Feedback Widget that will address the customer's name, pulled from the Name field of the widget when they submit feedback. For example, if Sandra McTester submits feed back, her Success Message pop-up
Automated ordering of tickets, based on priority, in custom views in table mode
My client has several custom views, my client has 2 priorities. The client wants the custom views to automatically order the tickets based on priority whilst in table mode. The client doesn't want to use the modes: Countdown, priority, Status or Handshake
Importing Tickets to Zoho Desk from other portal with conversation and attachments
Hello, How can we import tickets from our old ticketing system with all replies to tickets and attachments? We found a article for importing initial tickets but there is not any details or any article exist from where we can undersatnd to importing replies and attachments to those tickets. Thank you, Prafull
CRM and Desk synchronisaton doesn't seem to work
Hello all, I am testing Zoho One for about a week and (as far a I know) I'd setup the CRM and Desk client/contact sync but for some reason it doesn't synchronise at all. I'd setup the sync from Zoho Desk via the marketplace where Zoho services can be
Unable to disable new ticket creation notifications for agent
I've got an issue where one of my managers are receiving notifications for every ticket created across my desk platform. I've read and applied the following recommendation with no luck https://help.zoho.com/portal/en/community/topic/disabling-email-notifications-for-certain-agents
Zoho Desk - New ticket creation on closed ticket
Is there a way to set up the system so that a new ticket is created if the ticket was taken to closed status? Sheila Walton AdvanceOnline Solutions.
Addition of Community to Zoho Help c
I am unable to setup community within our desk. I have been through all the available series and have not been able to find the problem. Our main priority was setting up the announcement widget but I cannot do that as our community page isn't setup. Help
Mapping Contacts
Guys, We're using one-way CRM to DESK sync - but we do want to add contacts to CRM on a case by case basis. I'm using a function (actually, a Zoho Flow) to do this. Contacts added to CRM via function/flow continue to show as "unmapped" with CRM. Is there
Response is saying it's overdue when have responded
I have set my SLA to respond within an hour. When a customer logs the ticket the timer starts counting as it should, I reply to the customer within the response time, the timer carries on and then says it is overdue when I thought it would stop when I
Analytics on the phone queue?
We've recently started using the Twilio integration. We need to see reports on call volume, % of calls answered, time on hold, etc etc, to better manage our customer experience. Where do we look? Thanks in advance!
Help Please
I am not receiving outgoing emails from our Zoho DESK. Is there a setting that I may not have enabled correctly? Thanks Steve
HEBREW FOR ZOHO DESK
HI I WOULD BE HAPPY TO GET ZOHO DESK IN HEBREW. THERE IS AN OPTION TO HAVE IT?
Desk AccountId - CRM AccountID
Guys (and Ash), I am using CRM-DESK integration "one-way" - so all CRM accounts and contacts are synced to Desk. Every now and then, we still want to add a DESK contact to CRM. For this, I'm using a checkbox custom field and Zoho Flow to populate the
High Load Times & Unresponsive Zoho Desk
Hi Zoho team, weve been experiencing high load times, unresponsive page whenever we use our zohodesk, this happen since we started to use our desk We are based in Indonesia, do you have any work around? this also seems getting worse day by day
Unable to use round robin when ticket updated through list view
I've tried to move ticket from spam, and my plan is to update the ticket owners ( which is obviously there are no ticket owners because they moved from spam) in round robin manner - with pretty simple condition of ticket is open, but it doesn't seem to
Import time request
Hi, l have imported an excel file successfully, but l would like to import the time entry tab (minutes spent). could you kindly let me know how to add this information? thank you! oriol
Show time entries in Portal
Hi there. I have a question regarding time entries. I would like my clients to see the time entries I put in their tickets, how can I acomplish that? Thank you.
How do I see how many emails that I've sent for specific interval? and is it possible to check if an email contains customer happiness rating?
Refer to title for my question
Subcategories dependent on categories
Dear Zoho! Wanted to check with you if it is possible to make subcategories visible as a list of items which are displayed dependent on categories. I know it is possible to pick one of subcategories by dependencies but I would like to kind of have a list
Is there a way to allow users to preview ticket attachments from clients or view in the browser?
It's very time-consuming and takes away from the elegance of a web-based system to have to download the attachments to view them. Our clients often send spreadsheets and PDFs as attachments that must be viewed in order to answer the ticket, but they do not need to be downloaded. Zoho docs allows users to view in browser without downloading - this functionality would be ideal for Tickets.
Is it possible to customize the Jira issue form in Zoho Desk
Currently when filing an issue in Jira via zoho Desk, only limited fields from that particular project is shown, is it possible to customize so all fields in Jira under that particular project is reflected in Zoho Desk as well?
Mass Update Contact Layouts
I have a couple of hundred contacts in Desk on an old layout. I want to move them to a new layout - ideally without having to manually edit 100's of contact records. I tried exporting - in an attempt to set or change the layout on re-import (as this works
Happiness Ratings not showing
Hi Team, New to Desk. Happiness Rating is set to be sent out on all responses. We are testing with gmail, but no smileys, not even a link to ask for happiness rating. Have I possibly configured it incorrectly.
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