ASAP Add-on unusable when Knowledge Base articles have Display Permission set to "Registered Users Only"
While the ASAP Add-on is a BRILLIANT concept, in practice there are limitations that are extremely frustrating We are currently migrating from Freshdesk to Zoho desk in the hopes of truly running our entire business on Zoho. A big part of the reason for transitioning was Zoho ASAP add-on The problem is that our entire knowledge base is private - meaning that only Registered users have access to it. We do not wish to make it public or expose it on the internet for anyone to view due to the confidential
Ticket Template - Send Email To Customer
Hello Is there a way to send an email to the customer which contains the Description set up within a Ticket Template? We have set one up and the Ticket Template populates the relevant fields and adds in the description text however the customer only gets the "Acknowledge Contact when a new Ticket is received" email with no description included. TIA
Can I get the average ticket reply time from Reports Overview in another dashboard?
I have a set of metrics I need to get every week and they are not all in one place in Desk. I'm trying to create a dashboard that will have all of the metrics I need. Average first response and Average Resolution time are 2 of the metrics I need and they are in the Average Ticket Reply Time section of the Reports Overview. Is there a way to get that data in a dashboard without having to create a new report?
Chat to ASAP Form
Hello, I'm attempting to add the chat feature to the ASAP web form and it's grayed out. How do I add it? Thanks,
New Users cannot sign up on the customer portal
Hello Support, I received a complaint from my customer that the support portal will not send the verification email after signing up.. they have tried different emails and i have also.. Please can you advise where to go and fix this. Regards
活動に通話があるのに、タスクのタテゴリーのデフォルトにCallがあるのはなぜでしょう？
タイトルのとおりですが、活動に通話があるのに、タスクのタテゴリーのデフォルトに電話があるのはなぜでしょうか？ 設計上の不整合な気がしてなりません。 活動に通話があとで作られたなら、タスクのカテゴリーにCallは削除すべきではないのでしょうか？ タスクでCallというのはどのようなユースケースを考えているのでしょうか？
Hi, is there still no way to export the email body in tickets?
Hi, When using the report function to export tickets, the body of the email never carries over. I read a thread stating the functionality was coming soon. Is this possible yet? Thanks
Sub Category Default not working.
Under Settings (Cog Wheel) > Layouts and Fields > Layouts I have Category and Sub Category marked as required. In Category, I have created a category called other and marked as default. When new tickets are created, they automatically get assigned the category "-None-" I forget if I created that or now. Under Sub Category I have created a (sub) category called "Other" and have marked it as default. The problem I am having is that when I select my (main) category, the sub category is defaulting to
Is Helpcenter multilingual? Same helpcenter-article in several languages?
We are thinking about usage of Zoho Desk and tested it. We like it very much. Our main language is English, but we need also a German version of the articles. Is there a possibility to manage the same article in two or more languages?
Is it possible to append information about the ticket to the email subject
Hi When our staff are using Zoho Desk and reply to a support ticket, is there anyway to append or prepend fields from the ticket properties onto the end of the email subject that is sent. As an example can we add the category to the end or start of the subject.
How can I transport a note from one ticket to another ticket within same contact?
Hey guys, Is it possible (and if so - how to do it) to have a field in the ticket where once data are entered - the very same data will be available for other agents in different tickets made by the same contact? So the scenario is that when one agent leaves a note in the ticket in this column when editing the ticket: place for some informationanother Agent when answering to another ticket from the same Contact will see the information. And that information will be visible for each ticket of this
Enhancement / features
1. Custom view of Draft/ed Tickets. 2. Custom view of "failed replies" (i.e. tickets where reply was not sent because of any technical reason.) 3. Important: In case of breach of "State-level SLA", there should be option to: a. Update global SLA (as violated). b. Option to update fields values. c. Option to escalate ticket. d. Preparing reports based on “State-level SLA” 4. Important - Option to paste images in “Description” field, while creating a new ticket
Customer Self Service Portal Invitation Registration button not working in IE7
We had a customer contact us after they received the invitation to join our portal and she said the registration button did not work in IE7. How do I help her and how can we get this fixed for other users? Thanks! Jody
Disabling Email Template: Acknowledge contact on receiving a new ticket
Hi Everyone! Depending on how you use Zoho Desk, it may or may not be necessary to have an email sent at the time of ticket creation to the contact/customer. However, I'm not seeing a way to disable that ability nor to disable the email from notifying when a ticket has been completed. Has anyone encountered this or found a way to deactivate?
Añadir campo Facturación en una plantilla de correo
Hola, me gustaría saber como podriamos hacer para en una plantilla de correo meter el campo de si se factura o no, para que de esta manera cuando nos llegue el aviso al correo con una plantilla que tenemos creada veamos de un vistazo rápido si esa incidencia es a Facturar Si o No. Ahora lo podemos ver por qué añadimos un campo personalizado y sacamos la variable de ese campo pero no encuentro como sacar el valor del campo ya creado en Desk Billing o not billing. Gracias. Saludos.
Dashboard component that shows the number of tickets open more than 7 days
I'm trying to create a dashboard that contains all of my metrics that I need to report to my boss. One of those metrics is the number of open tickets more than 7 days old. I can get a component that lists all the tickets but I haven't been able to find one that just shows me the number. I've created a custom report but I have to run it 4 times to cover the 4 years of Desk tickets we have (users often reopen old tickets instead of creating new ones). Is there a component that will do this?
Searching in the knowledgebase
Searching in the knowledgebase is not working correctly. You need to search twice to get the correct results. Please see video. https://www.dropbox.com/s/73ya1sl0vcr12ko/searching.MP4?dl=0
Assign Agent who forwarded email
I want to design a workflow where any time an email is forward to Zoho Desk, the ticket is automatically assigned to the agent who forwarded the email. I can accomplish this ONE workflow for each AGENT, but I am limited in the number of workflows I can write. I want one workflow that says "automatically assign the new ticket to the agent who created the ticket by forwarding their email." thank you
Zoho Desk Domain Mapping not working
Hi Support, I have done all the steps as per the domain mapping but I was getting 403 Error. I removed the DNS, reset and redid the setup but its still not working. Error Not FoundThe requested document was not found on this server. https://support.arubaitoindia.com/ is going to my hosting site and not to Zoho Desk. Please assist
Recurring Tasks
I would like the ability in Zoho Support to create recurring tasks. For instance, I'd like to be able to assign a task to an agent to perform a maintenance function on a monthly basis.
Agent name not shown for SMTP forwarding
I have SMTP forwarding enabled for Zoho Desk through Office 365. When replying to a ticket, the agent name does not appear. Instead, the default name of the email account is shown. The agent name does appear when sending an email from a Zoho Desk support email address without going through my external SMTP address. The setting for "Show agent name in ticket replies sent to customers" is turned on. Is there a setting that needs to be changed either in Zoho Desk or Office 365 to make the agent name
Customer requesting way to export information on all their submitted tickets.
Hello, I have a large client who is requesting a way to export data on tickets they have submitted to our support portal for their own internal tracking purposes. This request is becoming more a requirement, and I am looking for a sustainable solution. Ideally, this would be something they could do themselves, without having to submit a request for us to do it for them or pull the data and send it to them. Thanks, -Joe
Help Desk Permissions -- not working?
I've set my Help Desk access permissions to all toggled off (open access) and yet users are still be asked to sign up/in when visiting the help desk. Is this expected behavior?
Zoho Support - Best Practices - Ticket Queue & Response Time
Everyday, our customers send requests - they either ask questions (how to's, customization, UI suggestions, etc) or report a problem about our products/services. It is highly important that we attend to such requests based on the "time left queue" and the "importance of the request". When I say "importance of the request", I mean any emergency request that require immediate attention. A patient suffering from cardiac arrest must be treated first than attending to a patient who got of his bones fractured.
Google/Microsoft Third-Party IDP Sign In on Help Center
Any update on the availability or implementation of using third-party sign in IDP providers for the Help Centers? Other Zoho competitors with similar customer-facing portals have easy to use sign-in with Google, not to mention Zoho's agent interface. It would be great if customers could log into our support sites with Google Credentials, etc basically whatever Zoho offers to sign in (https://accounts.zoho.com) - as well as having the hosting organization (us - Zoho's customer) change what their
How do you test a new blueprint whilst you already have an active blueprint in place
On reporting this as a ticket I've been told you can only have one active blueprint per department. If that is the case how can you test a new blueprint without de-activating your current live blueprint?
Email Notifications are not sent to specific agent even though they are associated to that department
Hi, We have an agent who has admin access and is associated to multiple departments. We have enabled notification via email to all department members when ever a new ticket is added/created to that department. However, all user gets the notification email except one user. Not sure why. Please guide on resolving the same. Suggest if you need any further information
Creation of contact group with multiple contacts as its members in zoho desk.
HI, We are using zoho desk as our internal ticketing system. So, members (contacts) will raise ticket from their own customer portal login. For every 10 members, there will be a team leader who is also a contact and would like to see all the tickets raised by their team in one place. So, if person A is team lead, and Person B&C&D are team members, if we create a group and add these 4 people in that group, enable A as head, A can see all tickets raised by A,B,C&D under my tickets option in customer
Contracts
Hi, Can we have exposure of the contracts module in settings like macros and Zoho Flow? Currently there is no way to get information on contracts and do anything with it.
Are there any options to better separate fields and/or sections in Help Centre?
Hello all, I have my Help Center ticket form broken up in to 3 separate sections, but they don't really look like separate sections on the form. The form is laid out with the section titles, field titles, and field choices all left justified, with no way to change whether fields should be displayed side by side, above and below each other, indented etc. The problem is exacerbated when more fields are made visible with Layout Rules, as it becomes even more convoluted for the customer. Don't get me
Webhook Priority based
Hello, We want to create a webhook based on the priority of a case. In example, if a customer creates a ticket with "high Priority", execute a webhook. We was looking into the documentation, but we only see that you can execute when a ticket is open, not with conditions. How can we do that? I was thinking with a blueprint, but I can not find the option. Thank you Regards, Daniel
Showing tickets from all departments for super admin
Hi! We have been working with Desk for half a year now - we have several internal departments and one for our customers. One of those internal departments is Zoho One related and our employees can send there their issues with Zoho. Very often our employees need help and ask to check a specific ticket from their department so I have to assign that department to my account, check the issue and then unassign the department. It's quite annoying after some time so could you check whether there is a possibility
Removing underline from Hyperlink
Hi, I'm trying to send a message using Zoho desk and I want the whole message to link to a different page. I can do it however when I do, the whole message is underlined and clicking on the Underline symbol to remove the line is impossible. Is there a way to remove the underline? Thanks
Ticket data view
In Zoho desk can anyone tell me how to expand the ticket data once a ticket has been opened, so all of the information is readable! I want to read the client responses whilst replying to the ticket.
Images missing, in tickets, on customer facing end
Images do not show at all on customer facing site: Image SRC shows as (incorrect): "/portal/mail/ImageDisplayZSupport?supzgid=1588ac18de7965a4a48d23f14fc053d4&na=1156310000000002002&nmsgId=1578324382286000001&f=1.png&mode=inline&cid=0.28873910240.7326964232281928898.16f7b76d00e__inline__img__src&" However they show find on admin facing site: Image SRC shows as (correct): "https://desk.zoho.eu/mail/ImageDisplayZSupport?supzgid=1588ac18de7965a4a48d23f14fc053d4&na=1156310000000002002&nmsgId=1578324382286000001&f=1.png&mode=inline&cid=0.28873910240.7326964232281928898.16f7b76d00e__inline__img__src&"
Blueprint bottom bar not appearing, 'Unable to process your request'
Hi, We have Blueprints set up to help workflow, and to move tickets I use the blue bar on the bottom to follow the process but it isn't loading and instead I'm getting the 'Unable to process your request' error. Please help? I can't move tickets to Open, On Hold etc without it. Kat
Customer Portal Registration - unable to set pswd after accepting invite
Hi There, I'm in the process of setting up our customer portal and testing customer registration. The scenario is the customer registering directly from our portal site, the welcome invite comes through, clicking on 'accept invite' takes you back to the portal where you're asked to create a pswd. Problem is after entering what you want for a pswd, clicking the 'Register' button does nothing. Nothing happens...nothing loads in the browser. When I pull the customer up in Desk it shows they've
Custom View Filter Criteria - Ticket Body
Hi, is there a way to filter emails into a view based on the content of the email. I have tried using description but it doesn't work for me (I was expecting to be able to pickup certain text strings within the ticket body). The reason I need this is because i get 100s of spam emails each month. Each time from a different spam sender email address/domain. But each spam email contains very similar content that I would like to detect and use to filter (many spam emails contain a bit.ly hyperlink for
customers can´t log in as new customers in Zoho desk clients portal
Hi we have a clients portal with Zoho desk, and when customers try to log in as new users, they received the confirmation email but when they are redirected from their email to the clients portal in order to write the password and finish the process, they wirte the password BUT THEN the "registry button" doesn´t work and they can´t not register please any suggestion best regards
Desk and CRM 2way integration
Hi, I have set up Zoho Desk and CRM integration. But there aren't all CRM contacts on the Desk. Could you help me please? Thanks
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