New Agent does not receive invitation
Hi I added a new agent with a email that is working fine, but in the Zoho Desk the email invitation does not is arriving. I sent the invitating more than 10 times and nothing, the message informes that is ok, do not apear any error. There are any other way to activate the agent ? Thanks
Zoho Desk - Reports of a customer with time spent.
Hi I am trying to generate reports for one of our customer. I need to show information of time spent in each ticket and other required fields. I know how to do the report, but I don´t want to see all the details of the time entries, I need only the main detail of the ticket, with the sum of the total time spent in specifics tickets. I spent hours trying to fix the report, but I didn´t find the way. Sorry for my bad English, I attach a print so you could understand my require. Thanks. David.
Pasting screenshot/image to a Public/Private Comment
Can you add the ability to allow us to paste a screenshot/image into a private or public comment? I know we can upload them to a ticket Reply but it doesn't give us that same option for a comment.
Product name not displayed under a department
Hi, I have added a product under a department. But in help center, that particular drop down is not coming under that department.
End users to agree to terms of use or support policy before activation
I'd like to see Desk offer a feature where when an end user is invited, Before they get to the page to set their password, They should be forced to agree to the support policy or terms of use of my company. Hope to see this in the near future
Creating new ticket by reply email
Hi, I don't want to tell support@xxx.zohosupport.com to my customers. So I add the support mail address in Bcc field when I replied to the new ticket request. It seems work fine, the new ticket is creating by my reply. But the Zoho desk think I am the customer. So contact shows my information, not customer's information. I'd like to see the customer's contact in the contact field in the ticket How can I fix this?
I cannot see all the cases of all the departments.
Hi community, I have the following problem: The option to see the tickets of all the departments is not working. I attach video. I hope you can help me. Thank you.
printing a zoho support ticket should be as simple as printing zoho email
looking for a way to print a ticket, much like we would be able to print the email if it were still in zoho email. don't tell us to just print the page, because we don't want the UI printed. we just want the email printed. for that matter, there are going to be occasions where we need to see the email header of a ticket. so how do i view a ticket's email header? thanks in advance.
Email from agent not coming from the client
We have been using Zoho desk for a while and when an agent forwarded a mail from a client to the helpdesk, it always came from the client, not the agent. Yesterday something changed and now the emails are coming from the agent instead. No settings have been changed. Create tickets on behalf of the sender while forwarding emails is turned on and we have never had to put #original_sender {sender_email} into the body of the email to get that to work. Please help as this is really frustrating as we
About Closed Tickets
Hello. for Closed Tickets; Is there any way to hide from agents? I want to hide closed tickets from agents screens.
Chat Button missing from portal
I Enbaled the Chat feature and the "Enable float button in Help Center" is checked, but the chat window doesn't appear in the Help Center. I looked through the KB article for settings up chat, and I don't see why it isn't showing up. I am using Chrome browser. Does anyone have any ideas on this? Thanks
Auditing the Account Name field
Hi. I really need to check who changes values in "Account Name" field - is it achievable somehow?
Is there a way to edit the sectiong between the header and footer in the helpdesk user portal
We are wanting to edit the ticket submission portal so that either the ticket submission button is higher up on the page instead of the bottom, or edit the text of "Search our knowledge base or submit a ticket.earch our knowledge base or submit a ticket." Is there a way to edit this, or is that limited to the header and footer?
See All Cases
How do I see all cases in Zoho Desk? This link says to talk to my admin..I am the admin!! https://desk.zoho.com/support/businesshangouts/ShowHomePage.do#Cases
How to quote text in the message composer
Hello Zoho, What is the way to insert a quote into the message when an agent composes the reply to the client request? Now we have to do it manually and it is not very efficient neither from time perspective nor from the style. Is there a way to make quotes like this? Regards, Andrey
Zoho Desk Domain Mapping Failed
I was following your instructions for domain mapping in desk.zoho.com but something failed after the cname verification. When cname was verfied the desk.zoho changed its url to support.collegeon.com/... but is not reacheable, so i remove the cname from the DNS of the domain and now desk.zoho still redirecting to my subdomain and is not reacheable i would like to disable domain mapping to continue using your url until i resolve the situation with dns.
CRM & Desk integration
Hello, I have Integrated Our Zoho CRM with Zoho Desk and now trying to sync Accounts & Contacts. The Accounts synced successfully, but the contacts did not. Hope you can help. Thank you in advance, Natalie
How to Limit The Creation of Tickets per Account in Help Center - Zoho Desk
Hello! We are needing to limit the creation of tickets per account for our users, but we cannot find a way to do it. My question is whether there is a way to set this limit. Thanks!
We can't access Zoho Desk suddenly
Dear Technical Support Engineer, We have been using Zoho Desk Free plan. But there was a following message and we became to be not able to access it suddenly. message: The trial period has expired. To continue using Zoho CRM Plus, please contact the administrator (xxxx@xxxx.co.jp). We were able to access few minutes ago. And before this issue appeared, we didn't get any message. What should we do for using Zoho desk free plan as usual? Could you please let us know? We appreciate your cooperation.
Is it possible to create prompts when closing a ticket?
Hi, We've been using Zoho for a while and we're wondering if this ticket has had any updates. Setting up a workflow would really be a non ideal fix to this issue as it would be incredibly annoying and probably wouldn't give us particularly accurate analytics. Cheers.
SSL certificate error
I am new to Zoho Assist, but I'm trying to link our new Zoho helpdesk to our domain via the subdomain https://support.vinteractive.com It appears the CNAME change we implemented is working, but we're getting an SSL error that looks like this: *********************************** Warning: Potential Security Risk Ahead Firefox detected a potential security threat and did not continue to support.vinteractive.com. If you visit this site, attackers could try to steal information like your passwords, emails,
Enduser cant create account, neither can we for them.
Hello community, When a user tries to create an account on zohodesk, the request is rejected and an error is produced stating to try again. When we try to create an account for the end user internally, we get the following 'some error has occurred', screenshot attached. The helpful error message is very helpful..... What can be done about this, is the users domain somehow blacklisted by zoho? I cannot share the users details but the domain they are using is hughes.net
Escalation
Greetings, When I use an SLA rule and a ticket gets escalated, how can I make the status change to something else (for example escalated)? Bare in mind that I want a ticket that hasnt been replied by a agent to escalate and not all tickets.
SLA Setup across multiple offices
HI we are looking at changing our current support system as the whole SLA / company hours is not very flexible. Currently we offer UK support to our UK customer, US support to our US customer and UAE support to our UAE customers over the different timezone, excluding holidays. We now have a requirement to offer some of our customer extended support which means that they can get support from any of the 3 offices based on that timezone excluding the regional holidays. Example ticket gets raised on
Ticket Closure
Greetings, How could I use 2 types of email templates for ticket closures? For example I need a type "A" email template for tickets closed by agents and a type "B" email template for tickets closed automatically after no response. And how could I put these in to a Supervisor Rule? These are for alerting the contact (the ticket creator).
Desk don't send message proprely. the customer receive a message from an address with "via desk-mailer.zohodesk.eu"
Hello, I don't resolve the following problem. I have a department address configured : helpdesk@domain.com This address is also configured in From address Everything works well except when Zoho responds to a new message arrived by mail or for agent notifications or customer portal invitation. On the over hand, the mails sent by the agent after ticket is opened arrived with correct smtp header ! But for the client notification of new ticket for instance, the client received a mail with Company Helpdesk via desk-mailer.zohodesk.eu
Zoho Desk Custom Help Desk Fields Limit
I would like to increase the number of Custom Help Desk Fields allowed per account. With the introduction of several complex forms into Zoho Desk, and especially with the recent additional of Layout Rules, my company has quickly hit the global limit for custom fields after only 7 forms. We have plans to introduce additional departments and custom layout requests in Zoho Desk, but are limited by the current Custom Field quantities. This Knowledge Base articles states that the number of custom fields
Not able to create Ticket Templates with Professional Edition
Hi, We're trying to create Ticket Templates as part of a support contract that the organization established with a customer. I noticed we have Zoho Desk Professional Edition, which includes being able to create these templates. However, when I go to Ticket Templates, it shows a message error: "Access Denied. Your current edition does not support this feature. Upgrade now.". Why is this happening if we have Professional? Is there another requirement in the subscription to access and create Ticket
Pre-defined Date Range for the past 1 year or last 12 months
Hi, It would be nice if we can have an option to select "Last 12 months" as you have already added Previous FY and Export to CSV function. Most of us would like to know outstanding tickets logged for the last 12 months and this would be the best option instead of defining the date range manually every monthend. Thank you. Regards, Jordanne
How to get "Comment" in Help Desk to change ticket status
Currently, I have a blueprint in place that when a customer responds back to a ticket through the helpdesk using the "reply" option it changes the status from hold to open. However, if the customer responds back to the ticket using the "comment" option, it does not change the status of the ticket. How do I ensure that the status of the ticket changes no matter what response option the customer decides to use? Best regards, Sean
Customer Portal
Hello, I have a question about the customer portal, can you set it up so that users are able to see requests from other users at the same company? For example lets say I had company ABC books, could a customer portal user search all requests submitted from this company or just the ones they have submitted? Thanks, Darren
Customer Portal Sign Up
Hi, We've just started using the customer support portal and realised we don't actually know who anyone is who's signing up. When users sign up we need to know what company they are from and their phone number. Please can you add this as soon as possible. Thanks, Richard
adding company domain to zoho desk
Dear all, i am new to zoho desk.can i add my company domain to zoho desk so if one of our client send me email to my company email address can i receive it and reply from zoho desk. i am using zoho desk free version hope you will understand it. thank you
Can we give user access to one help center en not the others ?
Hello, Concerning Help Centers and user access : there is any possibility to separate users rights ? In my company, we manage many help centers (1 help center = 1 company). When I create user and I given "final user" rights to this user and so to be abble to loggin into his help center... I can't say "this user can loggin to this help center an not the others". Today, my final users can acccess to all my help center. Thanks,
Unwanted tickets
Greetings, We receive emails from advertisement companies or automatic replies from payments ext. and they all turn into open tickets. How could we delete or automatically close the tickets?
Escalating a ticket
Greetings, How could I make an open ticket with no response from any agent to escalate and alert a specific agent - manager and to be assigned to a Team or multiple agents? Thank you!
Zoho Integration with XERO - as of October 24, 2013
I've done a few queries into XERO integration and clearly there are solutions. I was hoping either some of the community could share what they used to accomplish this? otherwise, if there are vendors/developers that have current "Out of the Box" integrations solutions, I would love to hear from them. As well, Zoho support? Do you have recommended solutions for XERO integration? "approved" integrations?
Product Subcategories in Zoho Desk
Hi, I'm looking to setup subcategories in our Products in Zoho Desk, I'm imagining a directory tree structure. Main Product 1 issue 1 issue 2 issue 3 etc Main Product 2 issue 1 issue 2 issue 3 etc So if Main Product 1 is selected, only issues within Main Product 1 can be selected in the Subcategory. I've create a custom Picklist Field and added the field to the Layout. As of yet I haven't added in anything into the field, such as issue 1 etc. Is there
Users from Zoho Desk cannot create tickets from portal
I recently created my help desk using zoho desk. So i tested it creating a contact and adding as end-user. After that the user could create tickets by email or by Help center. But later, I clicked on delete that user (from settings, help center, users). And after i recreated the user with the same email again. Then I tried one more time to create a ticket from email: sucess. And as well to create a ticket from the help center: fail. I can't do it anymore. After press "send" it appears a message :The
Is there a way to make the phone pop-up moveable?
We integrated our Ring Central phone with Zoho. We like to log calls as tickets. When a call comes in, the Phone pop-up comes in Zoho so we can "add a ticket". Is there a way to make this pop-up moveable so that we can move it to a different part of the screen if we need to?
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