Placeholders in Solution Articles
Would it be possible to use custom placeholders in Solutions?
Paste picture in Description or Replay
It would be nice to have possibility paste image from clipboard into description of ticket or into body of replay. Current way inserting pictures via button too complex (to long) 1. take screenshot (with some third part software) 2. Past to some editor (paint, snagit, etc..) 3. Saves as in some location 4. insert into ticket
Customer Comments : how to prevent that ?
Currently on the helpdesk portail the customer can 'comment' instead of reply. The issue is that action is not interacting well with ticket status : as it is not a reply it will not switch back the ticket to 'Open'. How do you manage that ? Do you know if there is a way to prevent this 'comment' function on customer side ? THANKS !
Need to Highlight Tickets coming into the inbox
Is there a possible way to highlight tickets that are coming into ZOHO that contain certain phases or wording?
Forums Signatures
Hi Desk Team, It would very convenient if I as an agent can add a signature to when I reply to a post on the forums on my portal. I would also like my end users to be able to do this as well. Sort of frustrating that I have type the signature I want every time
Zoho Desk now lets you hit pause.
If there's one ticket property that takes precedence over the rest, it's ticket status. Everything your team does rides on whether a ticket is open or closed. A lot goes on when a ticket is open. Maybe you've passed it on to engineering and the turnaround will take a while. Or you haven't heard back from the customer in time. But there's no way to stop the clock from ticking and the ticket from going overdue while you wait. Well, now there is. Say hello to Zoho Desk's On Hold status, your new pause
Deny answering a ticket without mandatory fields filled
A lot of times agents forget to fill mandatory fields because it is possible to reply without filling them, making it mandatory to fill before being able to reply the ticket would solve it (And IMO it should work like that since the beginning).
How to import products from zoho CRM to Zoho support?
Kindly advise us for above requirement... Is it possible?
Disallow agents to set themselves to offline
Hello, we are currently using Microsoft Dynamics CRM. We don't currently have an account set up with Zoho, but are leaning heavily towards purchasing Zoho Desk as a replacement to Dynamics. The main reason we are moving away from Dynamics is their constant updates keeps breaking our workflows. We plan to have 2 departments with 20-22 users total. We plan to use 2 emails addresses, forwarded to email aliases in Zoho and use workflow and round robin ticket assignment to assign tickets to agents. In
Journal Log
Bonjour Y a-t-il la possibilité d'avoir un journal des connexions à zoho : un fichier log en quelque sorte pour voir l'activité dans zoho pour notre structure ?? Cordialement Jacky
Report is empty when attempting to print it
Hello! Recently bought a license and we're trying to print a weekly report of the "Overview" pane. The Overview pane itself shows fine, can see all the numbers and pretty graphs, but when I press print it opens a blank window like the attached picture. Tested this from multiple browsers/computers/agents. What could be the reason?
Close ticket for inactivity
Hello, I'd love to create a macro to close tickets if they are inactive for more 3 days, sending notify to customer and to operator. But I can't understand in which way I can set up a step for "inactivity"! Some suggest? Rino
Enable SAML-based authentication
I Want to enable SAML based authentication for view ticket in mobile app .
Status that stop SLA clock
In my Help Desk, we spend lots of time waiting on customer reply and currently I cant stop the SLA, which means tickets overdue waiting on customer. I have created a new status as Waiting on Customer (status closed), but it notifies customer that the ticket is closed. Is there any way of having this clock feature ? If not, can Zoho look at it for future versions ? Thanks, Vanessa vanessa.larney@innovative-edge.co.uk
ZoHo CRM not showing ZoHo Desk Tickets
We have recently added ZoHo Desk and have mapped all fields and configured 2-way integration with Leads, Contacts and Accounts. There is now a ZoHo Desk section showing in ZoHo CRM for these modules, but they never show any ticket activity from ZoHo Desk. What other setting could be preventing the CRM from showing related ZoHo Desk tickets? Kevin Tanner
Zoho Desk clients, do you track SLAs using standard tools?
Hi community, I was planning to track SLAs to better serve our customers and set up this functionnality. But it turned out that we cannot rely on it as time counts in Pending status (when we wait for a client reply) and it shows wrong timings. So we cannot define a rule or renumerate agents based on the SLA. The only way is to visually verify it which does not alllow to make a system approach. How do you use it?
Bulk Creation of Users with Passwords
We are migrating from another CRM system. Is there any way to do the creation of a large number of users from our other system including the passwords, even if we just assigned a random password created after the export of the data from the other system? Second, is there a way to reset a support user's password or even create their account for them and assign a password? We could them just email them the account information and they could change the password there. In our current system we have
Filling in the Survey field by using the "$Resolution" tag
Hello, Glad to be here! I hope you can help me with this question. Is it possible to display an issue's resolution in the Survey field by using the "$Resolution" tag? Currently I get simply "$Resolution" as a text in the field, instead of the actual resolution text. Version 9.3 Build 9332 Could you please help me with the issue? Best Regards, Dmitrii
Mobile version site
Please help!If a ticket is created in Service Desk, the requester receives a notification email with a link to the ticket. In this case the requester is a technician with a SD license assigned to him. Having followed the link from the notification email using an iPhone (6s or X, both with the latest system versions), such users can’t log into the system via the Safari browser. However the same iPhone does successfully log into the same user account via Google Chrome. The devices are connected to
Fusion requete
Bonjour Quand je veux fusionner 2 requetes j'ai le message d'erreur : "impossible de traiter votre demande" J'en profite pour vous demander comment faire pour contacter la hotline de Zoho (je débute !!) Cordialement
issue in forwarding the mail
sir i have the issue in forwarding the support mail .while forwarding the mail their is an error message is showing the message is " Aw, Snap! Your response for the ticket #726 could not be sent since the authentication failed for the SMTP server."
With Zoho Desk, now take the solution to your customers.
When your customers have a question, they have to leave your app or website, go in search of an answer, and maybe even contact your customer service team. You lose out on significant time that they could've spent on your app instead of scouring your help center or writing to customer support. What if you could give them all these options right in your app? ASAP for Zoho Desk ensures that your customers never have to leave your app in search of help. ASAP helps businesses go mobile-first, by bringing
Forwarding a Google G Suite Group email with domain email routing
Hi! I tried to forward or redirect our support email, that is a G Suite group email, to Zoho. However the instructions at help.zoho.com/portal/kb/articles/forwarding-your-support-emails-to-zoho-desk seems to be wrong, they didn't work and after some investigations I got another solution working, see below. Could you confirm that my working solution is ok from your point of view and not break anything in Zoho? My working solution: As Single recipient use our own support email, i.e. support@mydomain.com
Scrollbar for user created Dashboards
Hi, I've only now started exploring the Dashboards in Zoho Desk and what I noticed is that there's no scrollbar if the data presented reaches the display box limit, so there's no way to see everything. I hope you can consider adding a scrollbar (vertical and horizontal) for the users. Thank you. Jordanne
Day Passes For Temporary Agents
Hi Desk Team, As a growing business, With my company I want to be able to add temporary agents. What I mean by a temporary agent is for example, If I am out of the office for business travel or meetings, Someone else on my team can take over and answer requests for a couple hours or day(s). Other products such as Freshdesk have this feature, I think it would beneficial in Desk as well. Looking forward to seeing this in the near future
'Unable to process request' error message
When trying to change other Agents 'department' accessibility, it does not work:
I can't see the images
Hello everybody I have an issue when i send a image on the email because my customer can´t see the imagens. (this email is sent from Zoho Desk) is there some way to solve this? as look it below..
Starred Views - limited to 10?
Looks like there is a limit of 10 Starred Views, wondering if that can be increased to like 20? We create a lot of custom views and 10 starred views is very limiting. thank you
Calculating the total "unassigned" duration of a ticket according to business hours
We do get these weird values when looking at the "Ticket Status Dashboard" and we think that the cause of these high values is the fact that some tickets are being received out of the business hours. Is it possible to only include the business hours when calculating the total duration for this item?
Template for Ticket Answer set as default?
Hi there. we create our own Template with Header and Placeholders. Is it possible to setup a template as default, when we answer on a ticket? everytime when we answer on a ticket, we need to open first the templates and choose the right one and then we can type. because when we type directly its sending the answer without template of course and only blank text. Only the public comment works with blank text - then the template for the public comment works (if notification is active for the contact).
Reply To Address Defaults to the Alert Address
Hello, I am using Zoho Desk, and when someone hits 'Reply All' on a ticket, the default email address is going to the Alert Address. This makes it difficult for customers trying to reach out to us. Is there a way to set the default email address to those involved when pressing 'Reply All' ? Please comment if this is not clear enough, and I will do my best to clarify
Managing several brands in Zohodesk
Hello, I noticed that Zohodesk allows to manage several brands from a single account and was wondering if it is possible to have different homepages for them (so they can have different articles in their KB) or they will have to share the same one.
Turn On Manage For Knowledge Base
How to get the Manage tab to show up in the Knowledge Base section? What permissions do I need to have?
Add Error Message for Update ticket when attempting to move departments
Moving a ticket between departments has its own method separate from updating a ticket. When attempting to do so the API should warn the developer of the invalid operation by returning a error message that indicates it as such. Currently it returns a 500 error with no description to indicate the issue. Although I would argue that one should be able to update the departmentId directly through the update ticket method, as that would be the more in line with REST. Otherwise I suggest it should return
Rule for deleting unwanted tickets
emails that come into our corporate support email box will automatically generate a ticket. The problem is that there is some junk mail and undelivered messages from our marketing email blasts. Is there a way to set up a rule that will automatically delete unwanted tickets.
Closed Status not showing in Closed View
I am testing Zoho Desk. I have closed a ticket, but it is not showing in Closed View. What am I doing wrong? Why can't I see the ticket in the Closed View?
Can't personalize the tabs on my help center
Hi, So whenever I try to customize the tabs on my help center (like put the 'Community' tab first) and I click on 'Publish', I get an error message whithout any precision. Could you tell me why ? You can see the screen I took. Thank you.
Domain redirection - Connection not secure
Hi, I've successfully been able to complete the redirection of the 360soporte.geoagro.com domain to a Zoho Desk Help Center. However, now I'm getting this message: What may be going on?
Adding more portal themes for paid users
Does your team plan to add more portal themes for end user portals for paid users?
I have a contact not able to submit a ticket
I have one of my contacts signed up and he activate his account but when he login to the portal he was not able to find the submit button when he try to create new ticket and I noticed that his infoamtion are coming with null values. Itried to delete it and I asked him to sign up again but we have the the same issue. does any one face the same issue?
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