Some missing features for knowledgebase portal
We are using Zoho One for almost a year. Still, we couldn't finish exploring all the features of Zoho yet but we are discovering interesting stuff lately but daily. Almost 4 months we decided to use Zoho Desk help center A.K.A Knowledgebase to build a strong documentation portal for our services to our loyal clients to avoid repeated questions and problems that overwhelmed our support team. I love it. Although, some important features are still needs to be available by Zoho Desk for it's public help
'Comment' tab in ticket not availlable for all
Dear support can you please help me figure out how I can add the tab 'Comment' to the departments? I'm not sure if this depends from dept or agent or what, but I've a situation in which 1 out of 5 dept can use comment to collaborate with customers and the others not. I would like to extend the comment functionality to everybody. Thanks for your help BR Diana
Problems when forwarding from external email adress
Hi! I've tried to configure a soloution with an external email adress that forwards it to support.company.zohodesk.com. The forwarding works but gives some problems. When Customer sends an email to my external adress help@company.com it forwards it to support.company.zohodesk.com and creates a ticket. Good! When the ticket creates I want the automation to send the automatic reply "Your ticket has been created" to my customer. The reply sends but goes only to help@company.com. How can I send it to
Stuck in Video Playback in Desk Article
When I click on a video I embedded in a Desk article it opens in a shadow box over the article and plays fine. However there is no way back to the article or to the Knowledge Base. There is no button to get out of the shadowbox overlay, and hitting back on the browser doesn't work either.
How many tickets have closed.
Greetings, I am in need of a report. I would like to know a way to find in (for example last weeks - months) OPEN tickets, how many of them were closed and how many of them have been put on hold. But I only want the tickets that came in last week. I don't want to see older tickets that were closed. Is there any way to do this?
Desk User Profile
We find a significant amount of disconnect and missing functionality in the User profile for our customers accessing Desk. I would like to propose some changes be made and would like to get the feedback of our community. 1. User profile layout ( aka 'My area' ) controlled and manipulated to suit business needs. ie. Add additional fields, allow some or all of the fields to be edited by the customer. Also, if we have them in Zoho CRM, then we should be able to pass some of that information to their
Getting around the reporting time limitations
Hello, How are folks getting around the restriction on reporting for data created within the last 366 days? We have data that is over a year old, including accounts that were created when migrating into Zoho. With the 366 day restriction, I'm no longer able to run account reports across all accounts due to the restriction. Although we have the ability to see previous FY and current FY, without running 2 reports and combining the data (thereby doubling effort) we are unable to see a complete picture
No longer can edit articles created by another agent s
Hi, I cant find why agents can no longer edit articles created by other user. Our admin said nothing has changed. When we clicked the edit icon nothing is happening no error message nothing, If it a permission issue, could you please tell where the admins can find it? Thanks all, Max
Transfer a ticket to another Zoho Desk account
Hello, I'm using Zoho One for 2 companies. In Zoho Desk, I need to automate a rule, but can't find how !! When a field has a certain value, I'd like the ticket to be transfered to my other Zoho Desk so I'll have important values like the name of the customer, email adress, and it will create a ticket in the transfered Desk Thanks for your help
Branding HTTPS giving not secure
When we setup rebranding and did a redirect it uses HTTPS and we get and SSL error. how do we fix this?
our customer can not get the invitation email for the self service portal
Hi, we have a professional account of zoho desk. I created a new ticket for my customer and normally he would receive one email "new ticket is created for you" and then another email "invitation for the zoho self service portal" at the first time. but he can only receive the ticket email, no invitation for the zoho self service portal. I tried to add him to the end user through my zoho account but after my operation he still can not receive any invitation. Could you please help me and check what
Can I use Zoho Desk to create 2 Knowledge bases, one in English and one in Arabic?
I don't see Arabic as a supported language
Receiving Meeting Invites
Hi, We occasionally receive meeting invites from our customers. Zoho desk creates a new case for these as expected however the body of the invite (containing meeting details such as join links, phone numbers and start times) is not copied in. In order to obtain these details, we must open the restricted mailbox manually and forward them as a standard email. If there any way Zoho can automatically pull these details in for us to save us having to resort to this manual process? Thanks Nabil
Create a Time Tracking Report
Can someone give the steps for creating a report that tracks agents time (hours/minutes) spent on tickets. Under the customize option, I can not find any fields for hours/minutes spent on a ticket.
Possibility for customers to select language at Self Service Portal
Hi, My company is dealing with customers from several different countries. Is it possible for the customers to choose in which language they want to Self Service portal to be displayed? If not, is that a feature that will come up any time in the near future? Kind regards, Bo Thygesen
Moving requests between Departments
Looking for solution to moving open request into other departments. Cheers, Wayne
Remove a mandatory ticket field from Help Center
Hi, How do I disable certain fields (pre-defined, not custom) from showing up in the Help Center? These are fields I've also set as mandatory during ticket creation and therefore cannot remove them from page layout, but I don't want them in the ticket submission form in Help Center. The option "Display field in the Help Center" only comes up on custom fields. IS there a way to have this on all fields? looking forward to your response. Thanks.
Add a description under a section
Is there anyway to add a description for a section ? https://help.zoho.com/portal/en/kb/articles/organizing-your-knowledge-base-content
Zoom for Zoho Desk
Zoom for Zoho Desk This Zoom integration enables agents to schedule instant Zoom meetings with customers from any Zoho Desk ticket. Integrating Zoom with Zoho Desk's UI improves agents' communication with the customer by making meetings and scheduling easier. Agents can use their Zoom login credentials and host concurrent Zoom meetings with customers in your Zoho Desk account. Marketplace extension link, explore the application and contact us for any help, help[at]oapps[dot]xyz Key Features : Zoom
how do I change the status text while tickets are in play?
Hi, I have a blueprint driven off statuses but the original status names I created don't describe the status correctly anymore. When I try and change the status text it says "there are things currently in that status"? But all I want to do is change the status text. How do I do this?
Search Multiple Tags at once?
Hi, Is it possible to search for more than one tag at once in Zoho Desk Knowledge Base? For example, you can see in the screenshot below i'm in the Tags search screen. You can currently either click on one of the popular tags below the search box or you can type it in the search box. As far as i can see, you can only search for one tag at a time. We'd like to search multiple tags at once to narrow down the search. So in the image below, the first two popular tags listed are 'zoho' and 'ptp'. I'd
I can't print the entire ticket (Using Printer for Zoho Desk)
Hi everyone, i have a problem with Zoho Desk. I need print the entire ticket, for that i installed "Printer ticket for Zoho Desk". It's works, but! does printer the images that are in the tickets. Look this... Anyone knows how to resolve that? Thanks.
How do I Turn off Word Verification or Captcha
I am currently using this for an internal support form so I am not interested in using the Word Verification. How can I turn off word verification?
Zoho Desk / Zoho Subscriptions Integration
Please confirm that the integration between Zoho Desk and Zoho Subscriptions is merely informational - that it provides Zoho Desk Agents subscriptions information WITHOUT any ability to change any data in zoho subscriptions. Is that correct?
Insight into customer portal activity
It would be helpful to gain insight into how our users are accessing the customer portal and how often. On a basic level I would like to see by contact the last login date. Otherwise, I have no idea if my users are even able to log on unless they send me an email or give me a call.
Include Request for Approval in Workflow or Macro
Is it possible to include a Request for Approval in a workflow or macro?
WhatsApp?
Hi Many of my clients are turning to WhatsApp as their main way of communicating with me, especially for urgent issues. I can't force them to use email. I am having a hard time managing support SLA and time sheets when so many communications happen outside of Desk. Any ideas how to get WhatsApp chats into Zoho Desk, connected to the correct contact? Thanks Brendon
Autochange department on specific tickets
Greetings, Is there any way to auto change a department on an incoming (specific) ticket? Because of having 2 departments a lot of our customers send the emails to the wrong email address. Is there anyway to automatically do something about this?
Tickets do not open when a new user sends us an email.
Good,
Can you help us?
Tickets do not open when a new user sends us an email.
When the person sending the email is a previous user if the ticket is created.
Thank you.
Invoicing Accounts for time logged in Zoho Desk by Agents
I am trying to work out the best means for invoicing my client accounts for the time spent by agents in servicing tickets logged in Zoho Desk. In the reports there is not even a report available to show time spent by account on each ticket with the details of the type of support provided. If it is possible to invoice, which of the Zoho apps is able to pick up on the Desk timesheet entries? I would also want to be able to pick up any tasks assigned to an agent that they work on. Is it possible to
How can i duplicate ticket ?
Sometimes i need duplicate ticket, after edit this for another client or other point.
Departments vs. Teams in Zoho Desk
Anyone have advice on whether or not to set up Zoho Desk using Departments or Teams or both? We are currently using Help Scout and are migrating to Zoho Desk. We are a small organization with two Customer Service agents(main email address info@...), a Marketing Director (has a separate email address), a Process Manager (uses info@... and a CS agent assigns) in addition to the two owners (have separate email addresses). Currently, we have Help Scout set up where everyone has access to all tickets
DESK - After-Transition Alerts have quit working
I have a Desk Blueprint and had it functional sending After-Transition alerts by email. However it has ceased to perform after-transition alerts. In the history, when I expand the info I get the message "No actions, alerts, or messages configured for this transition" There are alerts configured, but they are not working. See screenshots for "1 - Request Accepted" transition After-transition alerts are established but not working Any help or thoughts???
A Bucket of Enhancements for the Customer Support Portal
We are happy to roll out a set of enhancements for your Customer Support Portal in Zoho Support. From now on, you can allow your customers to view their organization tickets, customize the portal invitation and specify the default language for your customer portal. View Organization Requests from Customer Portal All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others
ZOHO DESK - ITALIAN LANGUAGE
Hi, i'm trying ZOHO DESK. I setup italian language for backend area but i'm unable to set up Italian Language for Customer Portal. How can i set up it?
Escalating Tickets
How can I escalate a ticket that I have submitted. I have two tickets, one which has been outstanding for two months, which are not being resolved. It would be helpful if I could escalate a ticket that is not being resolved. Very frustrating and poor customer service.
BCC that stays
Hello, I lose clients as Zoho Desk does not allow me, as a superviser, to be well informed on the convesations I need. It requires a lot of efforts to build a good support team as well as good support methodology. The key issue is the constant control over the conversations between support agents and clients that requires correcting the behavior. Now Zoho Desk allows to respond to client requests. However Zoho Desk is weak in allowing to manage support process because it doesn't allow a manager to
Importing a word document
The word document that I import always seems to get misaligned or gets distorted in some way when trying to upload to knowledge base. Is there any way of doing it correctly ?
"Advanced Ticket Filters for Zoho Desk" : Add the "Status Type" field as a filter
This field is normally not a direct field on the ticket layout. The ticket statuses are additionally defined as "Open", "On Hold" and "Closed" in the "Ticket Status" settings menu. The first iteration of this extension did also include these "Status Type" values in the "Status" filter options. Please add the "Status Type" field as an additional filter into the filter options.
Authtoken Generation in Zoho Desk
Namaskaram, Check this link for knowing to generate Authtoken for Zoho Desk using 'browser mode'. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ Customers
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