Not receiving notification emails
Dear Sir, We have configured to receive notifications from "Settings". But we are not getting any notifications. Am I missing something? Pl advise...
Ticket count by status by day
Hello, We would like to follow ticket count by status by day to understand our backlog evolution (open and pending tickets). We have tried to achieve that kind of reporting with the "Reports" module but did not found how to do. So far we have managed
Closed Tickets Not Displaying
Starting this afternoon, my closed tickets are not showing up. They were there this morning. I have to search for them in the search bar. Anybody els having this issue?
Knowledgebase Permissions
Hi, Does the knowledgebase for each department stay separate from one another? I.e. an agent from one department cant see articles entered into the knowledgebase of another department? Thanks
Renaming Ticket Status / Blueprint States
Hello, I just ran in to a frustrating issue and wanted to share it. While creating a Blueprint, I went ahead and added a number of states, which I noticed actually get created in the Ticket Status page under the Customization section. After realizing that the name of some weren't ideal, I decided to rename so they made more sense. I then discovered that it isn't quite that simple... There is only an Add State option within the Blueprint editor, but no way to rename one once created. If you navigate
Time entries for custom statuses on tickets
Hi, We're managing custom status values for our tickets, this way the Open status can have values like Open or In Progress, as well as On Hold status can have values like On Hold or Solved, because Closed cases are not the same as Solved cases in our
Time tracking enhancements
Firstly, When stopping a timer, it would be great to have a pop-up like what happens when you stop a timer in Projects so we can add notes, mark billable/non-billable and perhaps set the Ticket Charge Type. Secondly, it would be very nice to have quick access to timers like Project has with Global Timers. I know it can be accessed by clicking on Recent Items | Timers BUT having one-click access to an icon that represents time tracking would be nicer (better usability). Thanks, Scott
Workflow Rules Stop Triggering
Getting frustrated with Zoho Desk. It seems like every couple of months we'll find out (via a complaint) that Desk isn't sending out notification emails to agents. We will have not changed anything and they'll just quit. Support will typically try to
Formula Field
Team Zoho, not sure if someone else has requested this but if there is a formula field available to be created will help us a lot and also ability to hide few standard fields which are not useful in our case. I'm open for a call or a screen share to discuss further Thanks & Regards, Ravi Chandra Panakanti
Issue regarding Emails
We get emails for the client responding and overdue tickets on the desk. but, one of our agents stopped getting those emails. Can you please advise on what should be done?
Forwarded emails not showing up
Hello, Under Channels > Email > Other I've enabled Create tickets on behalf... I forwarded an email sent directly to myemail@mydomain.com to the support address after adding a single line to the top of the body "#original_sender { requestersemail@theirdomain.com}
Help with Criteria Patterns in Workflows
I'm trying to understand the proper placement of the 'and' 'or' and '(' ')' items in the Criteria Pattern field. I have some that work and some that don't. Scenario 1: The department has multiple email addresses. The default rules for sending notifications
unable to access zoho desk
We are unable to access zoho desk, it is stuck on a page where you have 5 balls and does not lead to the ticketing pages. This is for all of our users. Please fix as soon as possible
[Restore] Offer zoho desk community module for free plan
Hello, Past years zoho desk offered knowledgebase and community facilities with free plan and i am also old user. This's request from zoho to offer community module with free plan (when it offer with free plan then you can keep past limitations) Why?
disable auto reply for specific users (emails)
Hi, sometimes our client write us directly and when we forward this email to the support email, we receiving the auto response email from Zoho Desk. how can i disable the auto reply message for specific users (emails)? Thanks
Zoho Desk is not working
Hi I have a very urgent issue as the Zoho Desk has stopped working all of a sudden in the morning today with the following message
Multilingual Feature : Why zoho always add automatically the language key at the end of a link?
Hi there ! I'm using the multilingual feature and we face a problem we can't fix : we are a french company so our main language is French. However, we do have our app in english. We link our users from our app to our KB in their app language (english
Zoho Desk with Zoho CRM integration (vendors)
I am trying to evaluate whether Zoho Desk, part of Zoho One, is fit for my Case Management client case. More precisely, when managing a ticket for a client, there might be a dozen third parties involved, apart from the client themselves. I was thinking of creating these third parties in Zoho CRM (in tab Vendors), then maybe use that list from within Zoho Desk to send an email to a vendor for example, or get an overview of all the parties involved in a single ticket. Is this possible with Zoho One?
Which supervise rules get executed first? Top or Bottom one first? and how can i rearrange the sequence?
So we have these 2 rules that affecting each other, the expectation of execution is top from down, but somehow, ive seen couple of tickets where the bottom one gets executed first. This inconsistency may cause a lot of trouble because there is a chance
How to add or update a Product Category
Under Organization you have Products. When you create products you have an option to add a Product Category. Currently my options are: Hardware, Software, CRM Applications. I have searched on how to change this and found this page, https://help.zoho.com/portal/en/community/topic/how-to-add-a-product-category-%3F
Phone queue: escape hold, to leave voicemail?
We're setting up the integration with Twilio, and running test calls. Once I go on hold, it appears there's no way to "press 0" or something, to leave a voicemail. Are we missing something?
Is it possible to automatically assign a ticket to a contact/account based on submitters email address?
Is it possible to match incoming emails to a contact and then by proxy, an account? This would allow someone to email us a request for assistance then the technician wouldn't have to go through the steps of assigning the ticket manually to the user;
Not able to change My existing email
Hi Team, I am not able to change my existing email My existing email is - arpit@neodove.com and desired email- help@neodove.com Please process it or let me know how to do it.
Remove Spam Filter
We've run into the issue a lot of messages are getting put into SPAM for us that are not spam. Can you please either: 1) Give us the ability to whitelist certain domains (or email addresses) to bypass the spam filter. or 2) Remove the spam filter from our account Thank you, Ernie
Custom Filter for Tickets Due Today
I'm trying to create a filter that would only display the tickets that are due today and nothing else, but I can't seem to do it. There's nothing like: "Due Date" + "is" + "today" Any other ways to achieve this?
Getting alerted way too often. What are we doing wrong?
We’ve created a workflow alert to notify us when a certain kind of ticket is created, so we jump on it immediately. But the workflow rule associated with that alert executes every hour, which is not the frequency we require. Is there a way to change how
Search solutions from request
Hi, I would like for support reps to be able to search solutions from the request page using the request description and/or the request subject as context. Currently, they have to take multiple steps to accomplish this - copy the text, paste in search
Customer Reply not seen on Zoho Desk, but is seen in email id
When we reply to a customer after creating ticket, he gets the reply when he replies we do not see the customer's reply. We have to refer to the email id on which we get the reply. Thank you.
Community Post - Why is it a ticket?
I am evaluating using Zoho Desk, but I am experiencing unexpected behaviour. Why when a user (not an agent) posts something in the Community section that it becomes a ticket? Have I not configured something correctly. Becoming a ticket, means I need to
Is there a way to manually apply a blueprint to a ticket which isn't controlled by a blueprint?
One of our agents did manually create a ticket on the helpdesk department because the customer did contact him directly over his personal email. The manually created ticket somehow didn't trigger the default blueprint and the agent did not become aware
i would like to enable a disabled category
The knowledge base says that i should be able to toggle on a category. I can't. On the "inactive" tab of the categories there is no toggle. So how can I enable a category again? I can't do it from the department view and neither from the community v
My ticket is stop updating at 12 Nov 2020, how to solve this problem.
My ticket is stop updating at 12 Nov 2020, how to solve this problem.
Working with multple companies
Hi there. I'm working as a support agent for one company and I'm using my email to login into Zoho Desk. Now, I'm going to be hired by another different company also as an agent and they also use Zoho Desk, can I use my same email account to login on
Total an agent's time in Online status?
We can see how much time agents spent in calls, but we need something different: their total time spent in Online status. Can't find this anywhere in help or this forum! What are we missing?? And/or, are there standard reports for agent activity, or
Light Agents - New Tickets
Guys, In Desk, we have created several departments - including Order Entry. Within this department, we've created ticket layouts and templates to facilitate our sales reps submitting their order docs. From within CRM, I'd like our rep to be able to create
Multiple dependency fields on Zoho Desk
Hi, Is there some special setting in Zoho Desk that let me create a dependency field between 3 or more fields? This is the situation: we have several customers and we identify them with a special field "Customer". Then, in order to ease the definition
Unable to process your request
Folks, Created new role and permission and assigning it to a user. Won't let me save with the error message in the subject. Also doesn't let me save the original role and permission. Can you check this ASAP please? JV
How to Edit Contact Reply Template
In Zoho Desk. When we reply to a ticket, where do we customize that reply template? We customized all the others, but can't find the reply template.
Create a ticket alarm
Hello there; System registered cases 1- I want to get an alert about recordings that have been called but have not been answered. 2 - I want to get alerts about calls that are open for X days What method should be followed for this?
Re-ordering actions from within workflows
We have a workflow that runs a custom function and then sends an alert via email. There is data in the email alert that is dependent on the custom function running first. How do we tell the workflow which action to complete first?
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