Agent Names Displayed in Email Replies
Hi There, Instead of having it say from "Jacob's Sales & Tech Store" Is there a way to get it to say the agents name? We've added a screen shot for your reference. Our customers have filed numerous complaints with us that they are confused on which agent is responding. One of the presales members from Zoho provided one of my staff with an HTML reply template, we like this one but it doesn't solve the issue. Could you possible add this feature if it can be added to all plans so all users can have
Is there a way to avoid having tickets with future due dates show up in backlogs?
We often set tickets to have future due dates to perform an action for a customer at some point in the future. Perhaps we should be using tasks instead??? In any case, all these future tickets make our Backlog dashboard high. Is there a way to deal with this?
Merge posts
Hi, Is it possible to merge posts users have added in the community? Regards, Helen
Web For Popup from Existing Footer Link on Website?
Is there a way to create it where if someone clicks on the Contact Us link on the footer of my website, it will open the popup to the Feedback widget or web form that I can create in the Zoho Desk backend? I know Uservoice has this functionality but just wondering if possible here.
How to add and verify my subdomain property (Knowledge base linked in zoho desk) in my Google Search Console?
I have a support page in zoho desk - https://support.pickcel.com I linked Google Analytics account for this subdomain. But I'm unable to verify the subdomain with google analytics in my Google Search console. How to verify the property in Google search console?
Problem with the margin in the templates
Hi all, I have a problem with the margins in the templates, when I copy and paste some information from the Word the information is cut and run to the left ... is there any solution for this or trick ?. Please help me... Many Thanks! WORD: Zoho DESK:
Add fields in help center - Submit a Ticket
Hello There is a way to edit this tab "Submit a Ticket" located in the "Help center", I need to add 2 more fields "telephone and category". Please help me..
Generation and sending reports automatically
Hi Guys! :) ¿Is there any way for zoho desk to generate reports automatically and then send it to an specific email? Like any new user, I generate them manually, I would like to automate it. Please S.O.S.
Desk Live Chat Available in App
Hello everyone, We are considering upgrading to the Enterprise edition of Desk. One thing that I cannot seem to find an answer to is whether if we add live chat functionality to our web site, is if we are away from the office, will we be notified of live chats in the Desk iOS app? We currently have some other software which we use for live chatting to our customers and it comes with an iOS app so I am hoping we can make an easy switch over and keep the same functionality. Many thanks James
Installing SSL Certificate
Hello, I have an SSL for my domain, ckline.net. I'd like to have ZoHo import this SLL for my mapped domain? Or do I need to purchase another SSL from zoho for https://support.ckline.net ?
disable customer portal
hello how can I disable the customer portal ? I only want to allow opening of tickets via emails and don't want a support portal to be visible or accessible. Just as a org, we don't want to have a customer portal - if so - how can I disable the portal and in a future date / re-enable it ? thanks
How to activate Rewards / Points features in Zoho Desk
I see in your platform Rewards / Points features activated. I want this feature for our Zoho Desk community portal. Could you connect with someone who is responsible for this?
Have Comments add the title of the transition
When we use 'Comments' in the blueprint, and someone enters a comment into it while working on a ticket, only the information in the comment is added to the ticket. So, if the transition title is something like, "how many widgets do they have" and they answer 4, only the number 4 shows up instead of "4 widgets" or the title of the transition along with the comment answer. Is there a way to have either the transition title, or a template added to the comments section, so the ticket has more information?
Merging by default
Hello Zoho Community, I’d like to consolidate the tickets by merging them – it appears that when one person on the account team creates a ticket but another follows up, a new ticket will be created. Could we merge them by default? Merging them manually is taking a lot of time. Thanks!
Community Moderator Labels
Hi There, I'd like to see a feature where I can add a label or badge to an end user profile so it shows that they are a "Community Moderator". In the coming months, I am expecting a lot of forums activity on my support center and I would like to see this added or considered for the future.
Forwarding notification to external mail
Hi I have a problem I would like to receive notifications about the new ticket and the reply to the ticket, to the gmail mail I would also like this ticket to be sent to gmail mail Is it possible?
Remove "Product Name" from new ticket form.
When a client submits a ticket in our portal (desk.zoho.com/portal/newurbanmedia), they are asked for a “Product Name”. Since we don’t really have “Products”, I don’t want this question to appear because it confuses our customers. How can I disable this question on the form?
Source code of Twilio Extension or Call Pop API
Hello, Is it possible to build an custom extension similar to the Zoho Twilio extension? If so where's the API for the screenpops? Even better could you make the source code available for the Twilio extension so we could then customize it for our use case? Thanks!
Blank page shows for Help Centre Customisation
I’m getting a blank page for Help Centre Custmization ie the builder won’t load. Anyone else having this issue or know how to fix it?
No option to close ticket when status, countdown or priority mode
The close option should be added to the columned view mode. Just like in the compact or classic mode.
Invoicing tracked time or exporting it in csv
Greetings, I'm evaluating zoho desk and I would like to use it to track my agents work time on tickets. The software seems nice, however I can't find a way to invoice the time I tracked nor I'm able to export it in csv because the exported file doesn't contain a time or a cost field. i saw other threads in this forum and I noticed I'm missing the invoicing button in the customer card (screenshot attached). Regarding the export feature I tried to export all tickets but the time tracking infos are
Allowing users to comment or post to the community without an end user account
Does Zoho Desk plan to offer a feature to allow users to post or comment just by using their email address without having to login or hold a end user account?
To embed zoho support with my website
hi, I am looking to embed zoho support with our website. is it possible to integrate zoho support by using a link in our website?
Getting error "unable to process your request" when creating a new SLA
I made 6 SLAs last week that went smoothly and now I'm trying to create another but I am getting the error message mentioned above. Is there something going on? Am I making an error?
Exception with real clients
Is there any way to enable an exception for real clients so they do not fall into the spam trap? what options do I have so this does not happen and so avoid doing it manually? Thanks.
What determines if comments are open or closed in a given topic?
I'm just learning desk, so this may be a dumb question. I have 4 departments, each has a 2-4 forums I've created a post or two in several forums. Some of the topics I've posted have a space for replies beneath them and others don't. I can't find where to select to have replies turned on and I can't tell what's different about each context. So - how do I make replies possible or not possible for community users?
Help Portal Sign in page gets redirected to something weird.
Hi, Whenever I access the "Sign in" or "My Area" page of my help portal i get directed to the below for some reason. Attached is the picture. https://accounts.zohoportal.com/accounts/signin?_sh=false&portal=10012627227&client_portal=true&servicename=ZohoSupport&serviceurl=https%3A%2F%2Fdesk.zoho.com%2Fportal%2Facscanada&service_language=en I have no problems accessing other pages of the site. Kind regards, Nick
Why do different forum topics I've made have different action options?
Why do some of my forum posts have more action items in the left side-panel? Under the ticket Id: # and stats: For some I see: Edit Delete Lock (what is that?) Change topic type Move this topic make this sticky moderate permalink For others I only see Edit Delete make this sticky permalink Why is that?
Send out new e-mail from ticket
Hi, We recently moved to ZOHO desk (from just using e-mail). Now we are looking for a way to send out e-mails from a ticket to someone else. For example, customer is asking us for a specific product. From the ticket we would like to send an e-mail to our supplier to aks for availability. We although only have the option forward or reply in our screen. Is there a way to start a complete new thread with a third party within the ticket ? I do not really like to use the forward option as it is also
Time Tracking Mandatory?
Is there any way to make time tracking mandatory before closing a ticket?
Need some API help
I am very new to development and API - so please bare with me. I am currently trying to use the API to see how many Open tickets I have in each department. Here is what I have so far <?php $auth_token = '***'; //your_auth_token $org_id=***; //your_organization_id $account_data=array( "accountName"=>"Our Account", "email"=>"example@email.com", "website"=>"our website" ); $headers=array( "Authorization: $auth_token", "orgId: $org_id",
Creating report to show billable time per account
I am testing zoho and have an issue I am trying to resolve. I want to be able to create a report that will pull all the tickets + time spent on those tickets in totals into one report per account. That way i can work out how many billable hours were spend last month (for example) on that client and can do my billing for them based on that. I have found the time tracking custom report area but the columns dont really work for what im trying to do.
Line2 Integration
I am suggesting an integration With Line2 as it's a great feature to have within Desk. It's affordable pricing and offers a lot of great features that Vonage and Twilio offer. I hope this is taken up on because I would love to see it in the near future (line2.com)
Filter Settings - customise for 14 days
hi there, I would love a 14 day filter for tasks - so taht I can see whats due for the next 2 weeks - is this possible? I can't see it yet! Liz
How do I ensure that customer emails go to a particular team?
Hello I am trying to make customers emails relating to sales/leads go straight into an easily visible/searchable way to access. I believe it will take manpower (daily or weekly) to go through newly created tickets and then edit the classification so it goes to the right people. However I wonder if there is a more automated way to do this:- a) Set up a new sales Department with emails redirecting here to auto create tickets. Problem is I can't seem to filter the tickets by Department? b) Set up a
Domain Mapping/Forwarding
Hello, my first time using the forum, but I have been trying to map my custom domain now for 5 months, 3 different companies I have set up for clients and we have never had any luck. I have sent in support tickets, emailed reps who I had in my contacts and still, I never had any luck, or made any progress. I have even attempted to forward the sub-domain from Godaddy creating the A record to create the sub and then following the directions for the record for mapping the custom domain in Desk. First,
Embed help centre - multiple departments
Hello, I was wondering if someone could help me with this one. we use Zoho Desk to manage support for various businesses, each of which is set up as its own department. i would like to embed the help centre on to a web site so that customers for one of the businesses can log in to track their support requests. i can see how to do this but what I can’t seem to do is ensure that only the chosen business / department is displayed. For example, the portal allows users to submit a support request but
Deprecating Support for Fiscal Reports
During one of our routine analysis exercises, we noticed that there was very little demand for Fiscal Year date ranges (Previous FY, Current FY, Next FY, and Current and Next FY) in Zoho Support's reports functionality. Maintaining the ability to choose these date ranges with little real usage proved to be a burden on overall performance and scalability. After weighing the merits and demerits, we have decided to remove the ability to choose a Fiscal Year as a date range in reports. While we understand
Zoho desk Ticket creation
I need to open a pop up at agent desk when a ticket is created on zoho desk and alloted to that agent
Snippets vs KB
I'm trying to determine whether I should utilize snippets or the KB for canned email responses. Snippets seem like the feature that should be used; however, I can't find anyway to make snippets global across a department. Is it Zoho's intention to have snippets be only for individuals and have folks utilize the KB for global canned responses or am I missing how to make snippets global?
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