Create Report
How to create report for all open tickets in Zoho desk? Categorized by assignment?
Delete KB category
Strangely, Zoho Desk allows article authors to create duplicate categories. So, now we have two categories named "Dashboard." How do we delete categories? We're using zoho one.
Using Forms to feed into Desk
Hi, Has anyone solved this with using any automation?
Unresponded view Ticket
Does zoho has Unresponded view Ticket? The ticket will classify into Views of Unresponded Tickets If I don't reply customer email. I used other Desk softwars, They have this function. It's good. If you don't have this function. Do you have alternative way? Thank you.
No separate search results in departments in the Knowledge Base
We have 2 software products (X & Y) We created 2 departments (X & Y) We add articles to both departments Problem: Some consumers have both software products. When they logged in into the Knowled Base and click on department X and they search for some keywords they get also results from the other department (from Y). In the search results you can't see the difference in the 2 departsmetns. When you search for example properties you get a result like: 1: How to create properties 2: How manage properties
First Response Times and Business Hours.
Hello, We've set up business hours and I'm looking to get a snap-shot of our First Response times (most of the other metrics aren't too relevant to us at the moment). I have 2 questions: 1: If I go to Reports and look at the overview for Nov2016 the FRT is shown as 2:08 But if I go to The First Response Time Dashboard it's a much better 0:24 (with a system response time of 2:08) Is this because the overview isn't taking into account business hours? 2: Looking again at Nov2016 there's two specific
Ticket Search displaying wrong ticket status
When searching for tickets using the general search, the results page often shows the wrong ticket status. For example, we have a blueprint that automatically moves the ticket from On-Hold to Open when a customer adds a reply. The result page shows the On-Hold status, but when clicking the ticket it clearly shows open. This issue persists even if you perform the search again after just viewing the opened ticket. This seems like some sort of indexing issue, but I can't figure out how to get Desk to
ZOHO Support Import and the Imported Created and Closed Dates
I am making the switch to ZOHO Support as part of my CRM Plus subscription and part of this migration is importing historical tickets from Fresh Desk and Spiceworks into Support. One thing I noticed is that there seems to be no way to import the historical Created date/Time and Closed Date/Time which makes all my closed tickets (+-7K of them) look to be resolved and created in the same day. Is there a way to import these historical tickets and retain the original Created and Closed date/times?
Accidentally mapped the zohodesk domain to a wrong address and a couple of other questions
I accidentally mapped the zohodesk to a wrong subdomain on my website and now I can't access the zohodesk dashboard to change it back. Trying to access https://desk.zoho.com/support/rolomit/ShowHomePage.do#setup/organization/domainmapping redirects me to the wrong subdomain that I set up and I can't access the dashboard because it returns a DNS error. Additionally, can I get instructions for how to set up the domain remapping so that I dont make a mistake again? Do I create a subdomain and then
Alerts based on amount of tickets per period of time?
Hey Zoho, I would like to you alerts based on amount of new tickets within a certain period of time. For example when we get more than 5 tickets in 15 minutes or more than 30 tickets per hour, that a certain alert is triggered. Is it possible to configure the zoho desk workflows like that? Best, Florian
Topics do not show up as ticket for moderation.
My forums are setup to create a ticket when topic is created and also set for moderation. Why is the ticket not being created? I saw another post on here that says it takes a while for the tickets to be created. It's been 30 minutes now and I have not seen a ticket. How do I moderate the topic, if I can't see it?
Domain Mapping Fail
I'm having issue with domain mapping. My name servers are with Microsoft (Office365) and they do not allow subdomains. I cannot change the DNS control to my webhosting or registrar, I have to keep it with Microsoft. I've put in the CNAME entry as: hostname=support points to= desk.cs.zohohost.com When I type https://support.mysite.com I get forwarded to the zoho "One account. Access all services" login page. However, when I try to complete the "Map Domain" the validation seems to be failing on
how to multiselect searched tagged tickets
When I search tagged tickets, I cannot multiselect. Why? What's the fix?
Merge tickets from different columns when using view other than classic or compact
In the status mode, countdown mode, and priority mode you cannot merge two tickets from different columns. Is this by design or a defect?
response times calculations
Have some questions on how response times calculations. Assuming ticket was lodged in 1 April 2019. If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result? If report dates are 1 April to 7 April and ticket is unopened, what would be the first response time result? If report dates are 8 April to 14 April and ticket is unopened, what would be the first response time result? If report dates are 8 April to 14 April and ticket is unopened, what would
No indication of uploaded files on Web Form.
I'm using an advanced web form with a file uploader. As a user, I can select "file upload" and pick files from my computer just fine, but after I select the file to upload, the form looks exactly the same. There is no indication a file has been attached! Surely there should some indication of the uploaded file - either the file name should appear, or at the very least the number of files that have been attached should appear. Instead, the hover-over still says "no file selected," even though it has.
I have Wrongly Re-branded my company domain in Zoho Desk- how to Restore to Zoho Desk Default setting
Dear All In Zoho Desk , I went to re-branding section in Organization and Re-brand and entered a wrong URL of my company home page. I want to Restore it to my default settings of Zoho Desk. Need to remove the Cname from my settings. Please Guide me
One ticket, two contacts.
Have two different contacts from the same client that have asked me the same question. How do I set add an additional contact to one of the ticket, so I can keep both of my customers updated with a single ticket instead of trying to wrangle two tickets for the same topic?
Zoho Desk API - Add inbound to thread
I am trying to integrate with the new OAuth Zoho Desk API, and having a problem. I would like to add to the "Thread" of an open ticket, for an inbound message, but don't see an option for this in the thread api. Use case: - Inbound message comes in (via Twilio SMS with custom webhook on our server) - Agent replies back by adding a comment to the ticket (Zoho webhook posts back to our server, and we send the message to Twilio to send SMS) - End user sends another reply <---- Problem. How do I add
Feedback Widget - Name and Email
Hello Zoho team, We are new to Zoho Desk and are using the feedback widget on your website for customers to register tickets. Is there any way we can preload the name and email fields without the customer inputting those? Cheers, Manish
Create Ticket from mail
Hi, how can I send incoming e-mails in my own e-mail inbox to an existing ticket? Until recently, you could change the subject. If you entered the following code there and forwarded the e-mail to your Zoho Support e-mail address, the e-mail was automatically assigned to the ticket. Subject: [##123456##] cndsjkflhsdjlfs Here the complete e-mail was automatically attached to the ticket 123456. I can't do that anymore. I now have to switch to the ticket system, search out the old ticker and link it
Can't Transition BluePrint From On-Hold back to Open
In my blueprint I have a transition from an open status to an on hold one. I then have an automatic transition back to open when the customer responds. I would also like to have a manual transition back to the open status in case an agent decides we should be working on the ticket again even if the customer has not responded. I haven't been able to set this up because the blueprint won't let me add a second transition in the same direction as the auto transition. How can I make this work so the case
Need to restrict users from saving a contact to another Account
Hi, I know, I've asked several times before if a contact can be associated with multiple accounts and the answer has always been no. But now. I really, really, really need to restrict users from saving a contact to another account from the Ticket form. I've already removed their privileges to do so on the Contacts module, but still, the ticket form allows them and this is causing a huge mess. Please. If you can think of a way, please help me. A pop up window, an error upon saving, anything will do
Macros to add KB article for agents or create private comment on the ticket on what to do on ticket
As per subject, any way to use macros or workflow to add article or comments on a newly created tickets? Or is there any other functions i can use to archive my needs? Thank you in advance.
Client Replies Not Being Logged In Thread
Hello, When a client responds to to a ticket response, it does not show in the thread, we do get a email notification but the client's response is not shown in the thread. Is there a setting that would need to be changed? Thanks! Dan
Show your community the value of their involvement.
A simple way to engage your user community is to incentivize their participation. Points, levels, badges—though these might not be tangible, they make people feel noticed and appreciated. With Gamescope for Zoho Desk, you can set up these incentives for your user community. POINTS Points are awarded to users for performing actions such as posting a topic, voting, and replying. Each type of point can be enabled or disabled, and the value can be changed. Anyone who has permission to edit the Community
Amazon Connect - screen pop not working
Hi there, We've recently started testing Amazon Connect. Screen pop for inbound calls in Zoho CRM was working yesterday, but has now stopped working - why would this be? Confusingly, screen pop for inbound calls still works fine in Zoho Desk! Regards, Glenn
Active timer
When Zoho Desk is being used by multiple people, all working off the same set of Tickets, once someone assigns the call to themselves I would like to see an active clock from the views screen. So we can easily see live how long someone is taking to work on a single ticket. instead of the time entry which only shows when someone is actually viewing the ticket. Perhaps it could be added next to when it says the due date. Makes it easier to track how much time is spent on individual tickets, instead
How to change Zoho Desk primary account holder
I am currently the primary account holder of an Zoho Desk plan. How can I move the ownership to another user?
ZIA features in Enterprise Evaluation
How come I do not see the ZIA features inside my portal?
how we can use JWT token to create Oath token without user login
Hi Team, can anyone explain how we can generate jwt token and how we can use in zoho desk ASAP. in asp.net
Need to sort the tickets based on customer response and reply
We need to add a view like, ((Number of threads==1)&&(Status is open))||((Customer responded tickets)&&(Status is open)) The intention is to show only the new open tickets(Not responded yet) and customer responded open tickets(customer replied for our response) only. We have created a custom view but it doesn't contain any option field for customer responded tickets. Is there any way to do this? Help us.
Restrict an end-user (customer) from closing their own ticket
How do we restrict an end-user from closing their own tickets and only allow tickets to be closed by our agents? Thanks.
auto close
Hi Is there a way to auto close a ticket after x amount of time if no reply? Thanks James
Email size
I just wonder if there is a possibility of increasing the size of emails we can forward out of Zoho Support. We get emails in with larger sized attachments that we must then forward on to people outside of our Zoho account. We CAN go to the original email, but that seems counter productive when we are trying to use Zoho Support.
Gdrive attachment links are being converted to docx type files
We did try to attach a Gdrive link to one our tickets for the first time. The extension of the file does change to "docx" after the link is accepted and the extension of the downloaded file has to be changed to its original format (mp4 in our case) before using the file. PS : Please move this problem report to the "Zoho Desk" community. I did select "Zoho Desk" when sending it but it did somehow end up in here.
Please make comment notifications more informative
HI Zoho Seems the only way to communicate internally and stay informed is to make internal comments and mention agents. We receive email notifications about that which are far away from be informative. They contain 1) The ticket number 2) The text of the comment But... I do not remember tickets content by ticket numbers. And the comments are normally short. no ticket topic, no initiator name, no context, just nothing. So every time I receive a comment I have to click and go read all that in the
My ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@mydomain.zohosupport.com from a test client account no ticket is created. I checked spam and all other views. Help appreciated.
Very Annoying Error 4832
In ZOHO Desk, I'm trying to update a contact record. (Using API V2). Here's the code: ——————— ticketID = 22360000000349752; portal = "boltenergie"; department = "Bolt NL"; ticket = zoho.support.getRecordById("Requests",portal,department,ticketID); info "-------------Ticket----------\n"; info ticket; info '\n'; if(ticket.get("CASEID") != null) { contactID = ticket.get("CONTACTID").toLong(); channel = ifNull(ticket.get("Mode"),""); language = ifNull(ticket.get("Language"),""); // Get Corresponding
email notifications
Hi, I need your help to set up my email notification from Zoho Desk. My inbox is completly full with Zoho Desk email notifications and I would like to fix that configuration. I don't want to receive email notifications from Zoho Desk.
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