No longer reciving email notifications
Hello, A few weeks ago I have stopped receiving email notifications from tickets like notification that I am assigned to a ticket or a comment has been posted. The only emails I seem to receive are if someone directly puts me in the To or CC field of
Where can I find the newest docs for ASAP API
The only docs I can find is https://www.zoho.com/desk/developers/asap/#validating-the-addon But I think it's not a complete version. I'd like to know: 1. How to open CHAT tab and prefill name and email. If the use is logged in I'd like to hide these fields
Need a placeholder for an alert email template for TicketID (the long one in the url)
I need a placeholder for the ticket id (the long one in the url). Can I write a custom function or extension or something to achieve this?
I found a way to restore the solutions from the recycle bin. But now my new solution is a sub-category of a previous category. I've deleted the article, yet it's still a sub category? Please help. Was
I found a way to restore the solutions from the recycle bin. But now my new solution is a sub-category of a previous category. I've deleted the article, yet it's still a sub category? Please help. Was on hold with the support number for an hour and then
Accidentally Deleted 9 previous solution articles when adding a new solution article in Knowledge Base
I went to add a new solution article and after I published it, all the previous articles in the categories were deleted. I don't see them. I need help ASAP as we have launched a new product and need these articles back.
Rating options
Hello, Can we add more options to rating options to become five options instead of three ? Thank you
Remove "Submit a ticket" from the portal Home
Hi. I'm on the Standard plan. Can I remove the "submit a ticket" section at the bottom of the home page? i want customers to be able to see the KB, but oly if they want to submit a ticket, they need to login. Is this posible? Thank you.
Time Spent Placeholder in closure email notification
Hi, I'm wondering if there is a placeholder for TimeSpent field . It will be ideal if I can inform my customers, at the closure email, how much time an engineer spent on that ticket. Thanks in advance Christos
Automated ticket updates listed as Private Comments
Hello. Is there a way to have automated private comments put on a ticket every time the ticket owner, ticket status or ticket category changes? It would be good to who did what to a ticket and the changes that occurred to a ticket. Perhaps this is already
Testing a trial for Enterprise edition
Hi, Currently we're using Zoho Desk with Professional Edition. However, I've seen some features that I consider really interesting due to new support processes we have for new clients. For example, I'd like to test Layout Rules and Validation Rules for
Email template
Hello, Our helpdesk is working with internal and external employees. For this purpose we use 2 different emails. I want to set the automatic response "Acknowledge contact on receiving a new ticket" for these two emails: from Support email to be sent to
What's the purpose and usage scenario of the new ticket field "Language"?
We did notice that you did add a new system default field into the "Additional Information" section of the ticket layouts. It's a non-editable field. Could you please explain the purpose and usage scenarios of this field?
Team Feeds and Notifications
In the Team Feeds view and Notifications the Ticket from information is sometimes just showing last name and sometime showing full name ie first name last name. Ideally we want this to be first name last name all the time. The Information is there in
Add ability for agent to schedule the response due time
It would be really handy to be able to manually set the "Response Due" time, in a similar fashion to how you can set the Due Date on a ticket. My agents have the option to make an agreement with a customer on the next follow-up time even if it's outside
direct Assignment vs round robin assignment
We have the round robin assignment active, and would like certain ticket types to be left unassigned in the queue. The tickets to be excluded are based on sub classification type, and when setting up the target it appears we can only have the ticket assign
SLA with business hours on Respond with in rather than resolve with in
Is it possible for the SLA to be set with a timer for the Respond with that uses business hours? It looks like this can only be set with the Resolve within. We need to make sure all requests are answered within 3 business working days for one of our
Add CC when Customer adds a ticket
Hi, I want to know how this could be done. A customer wants to add a CC of the submitted ticket to his supervisor. Thanks in advance!
How to change customer portal language?
Hello, when I log into my backend, I see all texts in Spanish, since I chose my personal information to have Spanish as the language. However, when I load customer portal, all appears in English. How can I change it? Thanks Jaime
Can't see tickets of other colleagues of mine in Zoho help portal
Hi, My workmates and I can not see eachother's tickets from Zoho Help Portal. What should be done? We all have zoho one account. Thanks, Andreea Mihaela Petrea
Delete Draft Help Centre Theme
Hi, I have been playing around with customising a help centre theme. However, I now wish to delete the draft whilst retaining the live version. I cannot find an option anywhere to remove the draft.
Save draft of help center customizations in sandbox
We are updating our website and help center and want to apply a new theme to along with some of the personalized styling settings. We know that it's posslble to create a sandbox version of the help center so the changes are not published live. https://help.zoho.com/portal/kb/articles/customizing-help-center-themes-in-the-sandbox My question is, it doesn't seem possible to save a draft version of the sandbox and then revisit it at a later time. All the customization needs to be done in one shot
Emails from templates ignore SMTP
We have a number of email templates and workflows which ignore the fact that the from address is now set to use SMTP (we have recreated the templates and workflows after we switched over to using SMTP but no change). If we answer direct within the ticket
Zoho Desk Extension Sidebar - any way to pin this?
Hi, I'm using an Infusionsoft extension for Zoho Desk. To access the contact's Infusionsoft details when the ticket is open, I need to click on the marketplace/extension icon each time to open the sidebar: The issue is that the sidebar disappears when
Recent Update - Painfully Slow
Hi Zoho Might be a little early to report this, but wanted to at least flag it. Today I received a message that you'd done work under the hood and to refresh. Since that moment, my help desk has been painfully slow at doing just about everything. Opening
Bounce - Email Failed
Good Day, I was just received this email and I don't know what is this, can you have some explantion on this? thanks
Edit Product Categories in Zoho Desk
Hi. I found this: https://help.zoho.com/portal/community/topic/how-to-add-and-change-product-categories It states: To add or change the existing product categories please access Setup -> Customise -> Fields -> Select the Product module -> Create or Edit fields -> Hover the mouse over the Product Category field and select the gear icon -> Edit Properties -> + Add value/Add values However, for me it works like this: Setup -> Customization -> Layouts & Fields....and at this point I cannot find the
Convert ticket to task and assign to a project
Hi, How do i move a ticket to a task and add it to a specific zoho project? Not the bug tracker feature but an actual task for a project. Please advise. Thanks, Ryan.
How to add a global report to a the global dashboard
How do I go about adding a global report to the global dashboard?
Search Accounts by SLA
Hi! Think it'd be possible to search Accounts by SLA's? It'd be great if I could pull up a list of Accounts that have SLA contracts rather than going into every account to check. If the developers could look into this, it'd be great.
Macros with fetching metadata from a ticket
Hello ! I sucessfully did a macros allowing to create a task in CRM. I'd like to add 1 information, but I don't see yet how to get them. I like to add the "current-page" fields (visitor info) from the missed chat ticket, to the CRM task I'm creating. How can I get this information ? Regards
Notification when a Customer signs up
Is there a way to configure an automatic email notifying me when a client signs up for my portal?
Wrong email suffix being created for new users using single signon
Our customers sign into Zoho Desk using Office365. (At the Zoho Desk login pick "Sign in with Google or other IDPs) Works great but as new people sign in and their contacts are created. Their email is being set to their login name. example test@wcs.com But we use google for email. So it should be test@wschools.com. Is there a way to change what email suffix or domain is? EDIT: Those are not real emails domains just examples.
How to delete a draft version of article without also deleting the published version
Hi, We have noticed with the changes to the knowledge base section interface that when we delete the draft version of an article it puts it in the recycle bin, but it also puts the published version of the article in the recycle bin as well, removing it from the help center. This did not happen with the old interface, you could delete a draft and it would leave the published version as it was. We have a draft version of an article that we want to get rid of and create a new draft from the published
Adding a custom function to a Macro
HI, I wanted totry an send a cliq mssage using a Macros from a ticket. (to notify a colleague, that is not a desk agent). Within a workflow, you can start a custom function. Macros are (from the documentation) Workflows with no trigger and conditions. But I can't find a way to start a custom function. This would be useful to I could call zoho.cliq.PostToChat() or more... Regards.
Creating a CRM task from a Desk ticket...
Hello, I'm currently creating a custom function which is triggered by the update of the Ticket Owner. The CRM tasks is created with the correct content. However for this test, I have to fix in the code the CRM task owner id (i set to mine). That way the task is attributed to me in the CRM. From Desk, it is possible to get the ticket owner, which is a string (I guess the name of the owner), and not an ID. Question : Supposing the Desk ticket owner and the CRM task owner ar the same Zoho user. How
Genesys Integration with Zoho Desk
Has anyone been able to integrate Genesys Purecloud with Zoho Desk?
Workflow triggered by "Missed chat" ticket
HI, for now salesIQ is forwarding mised chat to Desk, which creates a ticket. I like to trigger a workflow for when such Missed chat is created. I dont see how I can get this ? Any suggestions ? For now, we haven't enabled chat in Desk. If we do, would it be easier to trigger a workflow and how? Thanks
how to create report with PRODUCT in tickets
Hello, We use the "PRODUCT" field in ticket forms , and I would like to create a report to summarize how many ticket we had for each product. But the issue i'm facing is that i don't find "Products" in the available fields for ticket : Did i missed something ? /BR Stéphane
Facebook Business Page Integration
Sorry if this has been covered - I have searched and cannot find information. I have connected Facebook to my Zoho Support setup. This appears to have connected to my personal Facebook page. I would like to connect to my Business Page and monitor/collect posts there. How can this be achieved?
Zoho desk is slow on Mac but not on iPhone
Hello dear Zoho team, We started using Zoho Desk in August, and it has been very slow since. For example, it can take up to several seconds for openning an email in a ticket. However, I noticed that it is very fast on the iPhone app. My IP address is 77.231.127.106 Our domain (I guess) is filoventzohosupport.com François Lillet Filovent
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