Smaller font issue
Hello Zoho, As I said many times, our replies to client portal from admin area are always sent (and displayed) in a smaller font. Smaller than clients messages. It looks not nice and weird. Please check it here as an example: https://support.marketmixer.net/portal/ru/community/topic/%d0%bf%d1%80%d0%b8%d0%be%d1%80%d0%b8%d1%82%d0%b5%d1%82-%d0%bf%d0%be%d1%81%d1%82%d0%b0%d0%b2%d1%89%d0%b8%d0%ba%d0%b0 I would fix it by CSS if I could, but I cannot find thу way to fix it properly. Please could you let
Exporting older date Tickets from Excel Sheet to Zoho desk
We used to track Customer related Issues in Excel/ Google Sheets before opting for Zoho desk Enterprise version, Excel Sheet has all the earlier issues & Resolution with Assignment of Tasks related to the Products. It would be helpful if the back dated tickets which are in Excel sheet format can be added as History Tickets in Zoho desk.
Setting Up: Multi-brand vs. Teams vs. Departments
In terms of configuring access to our help desk and letting people have their questions answered or submit requests, we have several different parts of our company to add to the system. These parts of the company may get questions in-house (from staff), externally (from customers/contracts), or even both. In addition, there are certain areas we would want to prevent others in the company from viewing. For example, we would only want people linked with HR to see HR, or only people linked with finances
customer portal
How we can share client portal to our customer so that they can raise a ticket.
something went wrong while opening this attachment
getting this when trying to download attachment from ticket; Oops, something went wrong while opening this attachment. Please wait a minute or two and try again. How to resolve pls?????
Desktop notification settings are not clear
Hi, How are desktop notifications - also known as browser notifications - handled by Zoho Desk? I have staff who are not agents, but high-level, and they want to receive desktop notifications only when a ticket is assigned to them. They are not interested in email notifications. There is no separate option for desktop notifications that I can see. How can we ensure that they receive such alerts? We tested and they didn't receive it, even though the option to do so is enabled in their browser (i.e.
Zoho mails not receiving
Mails not received on zoho
Total Time spend in ticket default View and as column in list View
Hello, to have a quick idea of severity of ticket or to have a easy information on how many time team spent on tickets, it would be nice to have, in the ticket view , a field with the total time spent. Same for Table view, it would be nice to have this field as a colmun ! /BR Stéphane
Encryption for data at rest: server side
Hello and happy new year! We are very keen to deploy Zoho Desk for our organisation, however we would like to ask if you have any intentions of deploying in the near future (next few months) server side encryption for data at rest. We handle some times sensitive data through tickets so server side encryption for data at rest is important for us. Thanks a lot. Paul
forward from Office 365 to zoho
hi team. I am forwarding from support@mycompany.com (office 365) to support@mycompay.zohodesk.com but when send email to support@mycompany.com not raise ticket. please help thanks, Tam
Ticket keyword heatmap style report
Like the KB dashboard "keyword success ratio", it would be helpful for a dashboard for tickets to show tends for open or closed or both tickets showing the popular keywords in the ticket. Would be helpful to spot some trends on new tickets based on the words used in the tickets.
Importing Bulk FAQs to Knowledge Base
I have here list of FAQs for my Knowledge Base and Help Center, how can I import / upload them in one file, and create different individual articles when uploaded?
Unable to find Facebook direct messages > to convert to tickets...Isnt this feature available yet?
Unable to find Facebook direct messages > to convert to tickets...Isnt this feature available yet?
Question on Workflows and email tickets
I was trying to set a workflow for email tickets to automatically go to close status if they contain a sentence in the body of the email. I could not seem to make it work. Is this possible in Zoho Desk and how do I create that?
Global round robin for all departments
Hi Team, Currently we have several departments in Zoho Desk, and some of our staff are across multiple departments but there is a challenge with round robin, Round robin only looks at the certain department so for instance if an agent got 20 open tickets in "A" department and 2 open tickets in "B" department while the rest of team members in B department got like 10 open tickets then the department "B" round robin is going to give more tickets to the agent that only has 2 open tickets to equal it
ZOHO DESK - do not check email
I can't check my sender email, always with an error. * Everything is fine with the email provider
Removing or Hiding Already Opened/Viewed Notifications?
Is there a way to remove or hide items from the Notifications menu that have already been viewed? I would like to see only the notifications that I have not already looked at/acknowledged since the last time I opened the menu.
¿Como enviar la satisfacción al cliente a mis usuarios finales?
Como habilitar la opción de enviar la encuesta de satisfacción al cliente a mis usuarios finales'
Place feedback widget in help center
Does anybody know how to put a feedback widget in my helpcenter? I red the article about this, but get stuck on copying the source code to the help center. When I press save, the script doesn't seem to be saved. Any tricks on this?
Turn off ticket creation notifications for all
Hi All, Strange request I know but for the moment we would like to stop the new ticket notifications being sent to end users while we transition systems (and possibly support contracts) I cant find where this is implemented.
Preview message on hover
On Zendesk we used to be able to hover over the ticket and see what the message was before we clicked on it. With zoho desk it includes the title but not the actual message. Is there a way to change this so we can hover over and see the messaage. I know theres a way to have ticket peek but that involves clicking and loading up the screen which is how we are doing it now but hoiping theres a way to do it whilst just hovering over the ticket.
How to Customize the "Invite Email" Template?
We need to update the invite email that gets sent to customers when they are invited to become end users. I can't find this email in the list of editable templates. Does anyone know where we would go to edit it? Thanks!:)
Reply to ticket from an external email application
We use quickbooks to send an email with invoice and a link. The only way we know how to get into the ticketing system is through by bcc our ticketing email and then merge the ticket. The emails to our ticketing system is also being collected in Outlook, I found out that if I reply to the ticket directly via outlook and bcc our ticketing email it will correctly attach the reply to the ticket. The question is how do we get an email sent via QB email to automatically attach to the ticket. We tried
View specific departments
Hello there ! Sorry if this topic already existed, I couldn't find it. I would like to know if it's possible to see several departments simultaneously but not all ! To be a bit more specific, here is an example of my need - I have 3 departements A B & C - I work on departments A & B ( I need to constantly see both departments and ansewr really quickly to those tickets) - However, I also need to have access when I want to department C (for monitoring & consultation purpose) Is there a way to filter
Search Function Isn't Working
My search function isn't working today. I'll search a number that I know there are multiple tickets of (on order to merge them into one) and nothing is getting searched correctly. HELP!
Help Center - Multilanguage
We have international customers and need to support several languages in our system. Therefore we also want to support several languages in the Help Center - Knwoledgebase. I cant find any possibility to save articles with several translations. PLEASE dont tell me, that the whole Knwoledgebase Setup only supports one language at one time.... That would be absolutely disappointing. Multilanguage for Knwoledgebase articles seems like an absoult basic requirement for a help desk software, am i right
Zoho Español - ¿Hay alguna posibilidad de solicitar una instrucción completa al soporte?
Buenos días, Actualmente soy el manager de atención al cliente de una gran empresa de ecommerce. Recientemente hemos activado la versión de prueba de Zoho Desk porque nos gustaría comprobar que tan factible seria para nosotros el manejar toda la atención al cliente desde esta plataforma. La verdad es que nos ha encantado la plataforma y el manejo de tickets que podemos llevar, principalmente nos ha gustado por la posibilidad de automatizar la mayoría de procesos de atención al cliente y llevar
Help Centre Permission
Hello, What permission do I need to add to enable a user to be able to create/delete sections within the help centre? TIA Stuart
Hide agent's signature on tickets threads
It would be great if we could have the option to hide the agent's signature when viewing the tickets threads. Having the signature showing on every reply we do with a customer gets all messy, and difficult to read long threads. Note: it's not removing the signature, it's just hiding it from the tickets threads for a better and cleaner read.
Deleted Tickets in Zoho desk
Dear Zoho, Can an agent be disabled from deleting a ticket? As of now the agent is assigned with a role of "Tickets allotted to him and unassigned tickets". Now the agent can detete the tickets, but how can we know if a ticket is deleted and even cleared from recycle bin. What should be the control Check for this issue?
Export/Import Workflow rules, alerts & templates
Hello, We have several workflow rules for Tickets with their alerts and templates that we want to move from one department (where they were created) to a different one. Is there any way to export and import such configurations? Thanks in advance
I cannot delete tickets
When I was deleting tickets, a popup screen came up every time. I probably didn't read the popup well, and I ticked the box, supposing this popup box wouldn't appear anymore. Unfortunately, now I cannot delete my tickets anymore. I already removed the cookies for the zoho site, but this didn't solve the problem. Are there other options to solve this problem? Thanks, Martine
the ability to insert icons into the letter
In zoho, there is no possibility of inserting icons into the subject line like in Google (icons were taken from this site https://mainsms.zendesk.com/hc/ru/articles/115004539063-%D0%98%D0%BA%D0%BE%D0 % BD% D0% BA% D0% B8-% D0% B4% D0% BB% D1% 8F-% D0% B2% D1% 81% D1% 82% D0% B0% D0% B2% D0% BA% D0 % B8-% D0% B2-% D1% 82% D0% B5% D0% BC% D1% 83-% D0% BF% D0% B8% D1% 81% D1% 8C% D0% BC% D0% B0) During testing, it was revealed that they simply do not appear in the theme. Thanks.
Helpdesk: automatically assign a ticket to the agent who opened it first
Since Zoho CRM does not offer the possibility of a shared e-mail inbox (i absolutely couldn't believe that, but a shared IMAP is simply not supported.... PLEASE change that!), we have to use the helpdesk as a detour. Our company has a simple info@.... address for customer contact. Since it is not possible to make this info@...accessible via IMAP for all of our ZOHO users, we now have to forward all emails from info@... to the helpdesk support email address, so that we have a "shared mailbox" there...
Cannont create time entries in ZOHO
My team cannot enter a time entry. Each time we click the "plus" on a time entry the screen turns white and stays white. we have tried several different browsers (Firefox, IE & Chrome) with the same issue. We have a select few whose time entries work, but most does not.
Re-Opened Tickets Notification
Hello, Can I create a rule to auto-assign a ticket reopened by a customer to a specific agent, as well as notification to that agent? THANKS, Brandon
Zoho Desk problem: Unable to create portal with zoho SaleIQ
Hello Zoho, We are using your Zoho Desk feature, however, there is a problem: The integration with Zoho SaleIQ (LiveChat) is not working. In Zoho SaleIQ, It displays that we are already integrated with Zoho Desk, however in the Zoho Desk, it keeps display "Sorry! Unable to create Live Chat portal"with Zoho SaleIQ. And we are missing our customer message from our website. Please help us solve this issue as soon as possible, thank you so much. Best Regard,
Show private comments while composing a reply during blueprint transititon
Hello! Our team frequently uses comments for internal discussion about open tickets -- how to solve the issue, how to respond to the customer, asking for input from other departments, etc. We also use blueprints exclusively. When composing a reply during a blueprint transition, oftentimes we need to reference what was said in a private comment. But the only way to view comments while drafting a reply is to close the blueprint, which destroys the drafted reply. This means our agents are implementing
Is there a way to remove widgets in help desk?
Hello, I'm trying to remove the widgets "Departments" in the Ticket list and "Popular Articles" in the Ticket Add form area. I'm not sure why it doesn't seem to be working. I was also hoping to remove the search bar but I'm not sure if that's a widget as well. Thank you.
Ability to automatically send user account creations to admins and manage KB/Department access
Ive seen you can moderate account creations however it seems when a user submits a ticket and gets an invite you cant moderate their signup. Is there a way to enable moderation of account creation this way? Is it also possible to set something up whereby when a new user account is created the admins have to option of assigning them to groups right there and then without having to go into the helpcenter user database and remembering the new users names etc?
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