Replying to a long threaded ticket crashes my browser
We have been facing slowness in Zoho Desk for the last few weeks in our company. Whenever we reply to a ticket, it takes a very long time to open. Depending on the ticket thread size, sometimes it would become unresponsive and crash the browser. We are running Firefox, Chrome and Edge. We tested this on different networks with different Internet speed. All of our networks experience the same issue. So this is not an Internet speed issue. Is Zoho Desk doing maintenance to their servers? When should
TLS v1.2 Upgrade for Zoho Desk
Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most
Introduce the ability to create multilingual announcements
With the introduction of multi lingual support within the Knowledge Base, could this mechanic be extended to other parts of the community portal like announcements?
Due date rule should be more flexible
The only thing I can do with rules is put it X hours into the future. What I would like to do is to set the due date on a fixed time tomorrow. So every ticket that comes in today has due date tomorrow 10am for example.
How to paste an alert email to comments when triggered by a macro
I have a Macro that sends an email to the customer using an alert and then closes the ticket. I'd like a copy of that email pasted into the comments of the ticket before it gets closed. Is this possible?
Cannot login to Zoho Desk
Hi there, I'm having issues logging into Zoho Desk. I go to my custom domain https://support.mydomain.com.au/support/xxxxx and enter my email address and password. I then get redirected to https://support.mydomain.manageengine.com/oauthorize which fails with "page not found" error. I mainly use the mobile app and haven't logged into Zoho Desk by desktop for a week. Has something changed? Thanks in advance, James
Permission for certain groups of users - Help Center
Is it possible to create groups/roles for customers? I see that you can create groups/role for internal agents but I do not see where or if it is possible to set groups for customers using the help center. Some background. Our product users are grouped by role (Administrators and General Users). and we would like to give only Admin users access to the entire Help Center (Community, Tickets, and KnowledgeBase) and give General Users access to only the KB. The reason for this is that we ask General
Can no longer log negative time
Hi, We've been using Zoho Support (now Desk) for a while. We have customers who purchase a number of support hours from us. Previously, we have tracked this by adding a positive Time Entry for the purchased hours, then logging a negative Time Entry each time they use some, allowing us to track the total remaining. With recent updates, it's no longer possible to add a Time Entry with negative hours, which stops us from being able to do this. Is there a better way to get the same functionality we've
How do I access the ticket identifier (the long one in the url) via placeholders in email templates?
Is there a way to access the ticket identifier (the long one in the url) via placeholders in email templates?
Creating Dependency fields on Helpdesk End User Portal Ticket Creation Form
Hi, Is it possible to create dependency fields for the End User Portal Ticket Creation Form? What I am looking to do is have a field with a pull down combo box and depending on what option is selected in that field, refresh the form to only show certain fields below that data needs to be entered in. The reason for doing this is that depending on products chosen we want to only show certain fields for the end user to enter data for and not show 30 fields on the one page when creating a ticket in the
SLA tickets depending on Plan in Zoho Subscriptions
Hello team, I am looking to detect some customers with certain Plans in Zoho Subscriptions to offer a Premium Support through Zoho Desk (for ex. with a reply to their tickets before X hours). I was looking for SLA escalation but the rules can not call more than ticket rules, and I need to connect in some way the tickets with the customer Plan in Subscription. Any idea how to do that? Thanks
Block non registred users to open Ticket by E-mail
Hi Team, i would like to block non registred users to open ticket by E-mail. How can I do this action?
Automatically insert text to ticket reply
Is there a way to insert a text at the beginning of each email ? We need to insert a text like "please hit reply all when getting back to us" and to repeat this text over and over in each message to the client, until they understand :) So, is there a way to insert text by default ? Beside the insert signature option, I haven't found anything else. PS: Our company is on a free version now. If you know how to do this for paid version, please advise and we'll consider upgrading. Thank you !
How to import Resolution in Zoho Desk , Tickets Module
I am trying to import tickets from .CSV file and i am not able to find field Resolution While importing .
Using the Help Center with an international customer base
We are supporting our products via Zoho Desk to an international audience. To make our customers self reliant we have been writing many articles so they can help themselves in the Help Center. We are running into some trouble offering articles in multiple languages however and I am curious how other organizations have solved this? Requirements: - a customer should be offered an article first in their own language, if not available in their language then in the fallback language (English in our case).
Unable to change custom view columns
I have a custom view set up to be visible to all agents. I am trying to change the columns visible in table view but nothing happens. It is only one particular view that cannot be changed. i have tried several other custom views and they are fine. There are currently only 7 columns visible, and I am trying to add 3 additional columns. After hitting save, nothing happens.
Zoho desk portal
I want to be able to create and invite automatically to zoho desk customer portal a number of customers that meet some criteria. I´ve already done the integration between zoho desk and zoho CRM. Can you help me about this topic?
Adding fields - Unable to process your request
Hi, I've been trying to add some values to a field I created some months ago. The field is marked as mandatory and it already has other values set, but when I try to add two new values, I always get the "Unable to process your request" error. The same happens, for example, when trying to set a field to non-mandatory or editing any value on any other field. The weird thing is that it only happens in just one department, and I have another 3 departments with a very similar configuration (similar fields
Setting Up EMail Channel Zoho Desk
Hello, I am currently in the process of setting up Zoho Desk to be our ticketing system. Having followed the instructions here: https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/email/articles/setting-up-your-email-channel#Default_Support_Mailbox I am unable to set up a default e-mail address as the screenshot in the instructions is completely different than the options available to me. Here is a screenshot from the instructions: And here is what I ACTUALLY have:
Zoho Desk integration Continues to quit working
Hi, We have had a ticket open for weeks where our integration between Zoho Desk and Zoho Sprints works for a while then stops working. It creates major problems with our development process and the ability for information to be shared with our Implementation team, EDI Team and Account Management team. It just doesn't seem to be support staff who can resolve the issue. We like it when it is working but if we can not get the work done we are going to need to find another product that allow us to
Email notifications stopped working
Hello, Is anyone else having issues with email notifications not working any more. It has been happening for about a week now. When someone responds to a ticket we have it set to notify the agent, but the notifications are no longer going to the agent. The message still shows up in the ticket.
Sub Category Field
How do I format the sub category pick list so that it filters based on the value selected in the category field?
Reporting "billable" but not yet "invoiced" Tickets from ZohoDesk
How do I make a report of all closed tickets, that are "billable" and not "invoiced" in a given time period? We regularly invoice from ZohoDesk, but only once a ticket is closed. I need to be able to report on tickets that closed (maybe a ticket from last month just closed in this month) and are not invoiced yet. Right now, I can only report on closed tickets that are billable, but that shows "invoiced" and "billable" status.
SMS Notification on new requests
Hello, Is it possible to configure an SMS alert in the event of a new request being created with a High importance status? It woud be a handy feature as our call volume is not massive but somtimes time critical especially if no one is in the office. Thanks Mark
Use External URL for KB
We have an external knowledge base KB URL that we would like the customers to be able to access. I could not find a way to do that. I'm not a coder - plug and play type. Regardless of my skill set, is there a way to point to an external URL for the KB?
Phishing alert message in replied messages
replies from Zoho Support have this warning
Gamification module
We use zoho support extensively, a lot of other support products out there have a gamification module to create a competitive environment amongst the support staff. We would love to see a feature like this added in the near future.
Ability to restrict users from posting in forums
Hi Desk Team, As of now I have checked on my account with Desk and I see that I can moderate a user or block them. I'd like to be able to restrict a user from posting for a certain amount of time (hours or days) which would be lifted by the system automatically like an automation. This would come in handy for users that post topics that are not welcome or posting lots of spam or abusive users. I have checked into other platforms and some of them have this feature. I'd like to see it in Desk in
Missing Fields in the "Advanced Ticket Filters for Zoho Desk" extension
The description of the extension reads as "The Advanced Ticket Filters extension allows you to choose from a variety of filters, including custom fields". It seems like that only custom picklist type fields which are located in the default sections are being presented to us. Picklist type fields which are placed in custom sections in the ticket layout are not being displayed as filters. Please change this behaviour to include all of the custom picklist type fields as filters.
Zoho Support: Wordpress Web to Ticket Form
Hi, I can how to create a web form using the Zoho Support web to ticket form builder, but how can I integrate it with Wordpress? We currently use Contact 7 to build our Wordpress contact form, but it only seems to support emailing the contact data to create a support ticket. Having a proper web to ticket form would allow for better tickets to be generated. Is there a Zoho Support wordpress form plugin? What would you recommend? Would the Zoho CRM wordpress plugins work?
Zoho Desk Functionality Questions...
Hello, before my business invests in Zoho Desk, I have a list of a few features that I'm hoping Zoho Desk can achieve. If anyone has experience with the following features and can let me know if they can be done, I would really appreciate it! Thanks in advance! 1. If a ticket is left open for more than 24-48 hrs: Can Zoho automatically send an email, saying the ticket will close at XXXX time? If the ticket is still open after XXXX time, can Zoho automatically close the ticket and send an email alerting
Does Zoho create work orders?
I am currently using Zoho support, Is there a additional Zoho platform I can use to generate work orders based off of Tickets? If this is not possible I would like any suggestions anyone may have. Thanks Alex
Creating Work Orders using Zoho Support
What can be used to generate work orders based off requests created in Zoho support? If not is there anything you suggest that will help with this task?
Send notification e-mail according to the type of Account Product
I want to send a general announcement about the products to the customers. (As if there is an interruption at the moment due to the problem in Cluoud services) Is it possible to throw a notification e-mail to all customers who have X products (products are defined in accounts) with a special template?
Emails
For some reason we are no longer receiving emails, clients who are creating tickets used to get an email acknowledging the created ticket, agents assigned the ticket are no longer receiving emails and and as an admin on the account I also am no longer recieving emails. This issue only started today?
Zoho Desk Time-Based Rule
Hi There, In our company, if a ticket is submitted after 3pm on a given day we would like to send a reminder email to the ticket creator that their request will not be fulfilled until the next day. I am attempting to create this rule in Zoho Desk's Workflow Rules section. However, the closest I am able to get is to a rule based on Creation Time that requires a date be entered - I am not able to leave that field blank in order to have the rule execute if after 3pm on any given day. Has anyone found
Ticket assignment by employee shift
Hello , Good day I want a mechanism that enables to assign tickets to my Agents by shift because every Agent has their shift or if you can send me a similar sample code which was mentioned in this topic: https://help.zoho.com/portal/en/community/topic/assigning-ticket-to-next-shift-worker-when-a-customer-replies contact: ebenissa@umbrella.ly
Localization for desk community and knowledgebase
This feature request has two stages Add auto localization for desk front-end Home, My area, Knowledge Base, Sign in, Sign up pages contain tabs, buttons, drop down lists, details that predefined by desk web applications (Detect user country and auto localize) (Configurable) Add administrators to enable or disable auto localization feature for rest of contents such as knowledgebase articles, community topics that written by administrators, staff or users. (this must be optional feature for convert
Importing Facebook Messages into Zoho Desk via API
We've turned on the social channel integration for Facebook and it's updating with new private messages coming in and that's great. However, we have 2 years of messages we'd like to import in here so our staff can go through them and make tickets as needed. I'm able to get a JSON object from Facebook of this data, but I don't see anything in the API docs regarding the social channels or private messages. Is there a way I can get this done? Thanks!
Add CC address on Ticket
I would like to be able to include another user in a ticket for updated status. There is another program that we were using before we moved the Zoho that would allow for two things we didn't anticipate when moving. The first is I would like to be able to add a cc for users, for instance someone in a department might open a ticket, and then someone else might call with the same issue and I would like to be able to include them in any updates to the ticket. Currently a ticket is only open for
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