Chrome/Firefox 404 when adding Ticket
This issue showed up today. When users click on the tab to submit a ticket, the page will load but then quickly change to a 404 not found. I have tried it on different browsers both at work and home and still the same issue. The original link address to the new ticket screen changes when this happens also. I've inlcuded a screenshot.
Knowledge Base enhancements that let you rest assured.
To any writer, the option to make changes brings a level of flexibility and reassurance that little else can. Especially if you can pull up older editions of your writing. And that's exactly what article versioning in Zoho Desk's Knowledge Base lets you do. Versioning helps track and manage all the revisions you've made to an article. Any time you change the body of an article, a new version is created. Here are some benefits of this feature: You can compare any two versions of an article to see
Connect Zoho Sales IQ and Zoho Desk - - no multi-tabs
Why don't you connect that each Chat conversation start in the same screen in Zoho Desk.? So, here is the flow. 1. Chat is initiated 2.Zoho Desk Ticket is created - and conversation is withing "ticket" 3. Once chat window is closed - ticket is "solved" You don't have to call them tickets, but they could be all in the same window, and our agents should be in one tab handling Chat, Social, Tickets and phone calls...
Are subscribers of the Knowledge Base able to see the expired articles ?
We have a section called "My Expired" in the Knowledge Base. Is this section also displayed to the KB subscribers? We do expire our articles in time but we also want our subscribers to know that an article that they are referring to has been expired. We can't know if our subscribers did download a specific article or did copy the entire knowledge base contents and if they are using an up to date content so we need to both announce that an article has been expired and also keep the expired article
Your request can not be processed - new Department
Hello When I try to create a new Department I get the following error: Your request can not be processed I do not know how to solve it ... I've tried everything!
Cannot forward ticket response in Zoho Desk
If i reply to a customer's ticket in Zoho Desk and hit send, I cannot do anything to the ticket until the customer has replied. I cannot reply to my own response and send additional information, nor forward my response to anyone else (internally or externally). This is very frustrating and makes it very hard to follow up with the customer if they have not responded yet.
Unable to remove extension & Zoho Desk Integration
Hey, I cannot remove integrations with Cliq and disable the Zoho Desk integration it keeps throwing up an error and telling me to try again later. I want to completely disable Zoho Cliq, as it doesn't have enough extensions/abilities as Slack does. Can someone please help us?
Invalid email address
Hi Support, May i know if email address contain symbol can be rejected? I can't reply email which it said invalid email Example email address : {PET-ICTEOSSAPBasis_PET-ICT}@petronas.com
Feature request: warn agent when closing a ticket that has an unsent draft
I've observed some of our new agents forgetting to send an email after the final review process. It would be very helpful if the system could warn a user when there's an unsent draft when a ticket is closed.
Export limitation
URGENT! I exported tickets. I only have 3000 records. Is there an export limitation? If so, how do I export the remaining records?
Zoho Project and Zoho Desk Issue
Hi Zoho Support, Currently my colleague access is having an issue. she standardize the account access with the same email for Zoho Project and Zoho Desk. However, she could not access the Zoho Desk anymore. The moment she logs in to the Zoho Desk. She receive "Unauthorized login to tihs portal". She tried to reset her password but receive the "No account present with mentioned email address" notification. What would be the reason the issue occured?
Trying to customize the Chat float button
Trying to customize the chat float button so when no one is online it doesn't say: "Leave a message" "Leave us a message" as it currently does. But when I go to change the button appearance and change the First line text to something else, when I save it I get: Error occurred while processing your request. Please try again later! Well, it's later and this doesn't seem to be magically fixed.
customer viewed ticket?
How can I see if the customer has viewed the ticket/email. (I am moving from HelpScout and they had this functionality.)
Chat shows "Leave a Message" in portal even if our agents are online
When our agents log in it usually takes a while for the system to accept that they are online. We click the user photo, click on the chat status, select online and then often wait several minutes. In any case, once the agents chat-status changes to "online" we would expect the visitors to our help center/portal to see a chat option. However all they see is "Leave a Message" at the bottom right of the screen. Do we have to do something else to enable chat for our portal? Many thanks in advance
disallow contact add - must be done via Zoho CRM
Hi, We would like to only allow contacts to be chosen that exist in Zoho CRM (we have Desk hooked up to Zoho CRM). How do we do that? We find agents still add contacts by mistake and it creates a master data nightmare. Thanks
Can´t visualize the column of time spent in Zoho Desk Reports
Before the modifications in zoho desk, I could visualize the column of time spent in the area of the reports. Now I can't generate a new report that shows the total time spent on each ticket. I attach one of my reports
Is it possible to reply ticket via email on same ticket id not create new ticket id?
I try to create ticket submit on my web site by zoho desk "Advanced Web Form". When customer submit ticket (e.g. Ticket id #001), I login to zoho desk and move ticket to department (e.g. move ticket to hardware department). When sfatt from hardware department reply ticket from zoho desk system it send email reply to customer. When customer reply ticket (id #001) via email it alway create new ticket id #102 if customer reply via email again it alway create new ticket id #103. Is it possible to reply
How to remove the Spam filter
Hi, good afternoon, How can I remove Spam Filter of Zoho, sometimes few tickets go there but they aren't spam. Thanks!
Limiting customer access
Is there a way to prevent a customer from viewing products and solutions that are not assigned to them? Thanks
Zoho Desk Domain Mapping
Hi I have tried adding in our own domain via the domain mapping and it seems to have gone through correctly but now i can't access Zoho Desk as the domain isn't recognized. Can you either delete the relationship as i'm certain one of my team has deleted the CNAME entry on our hosted provider.
Finding the Occurrence(s) of a Search Term in a Ticket
Hello, I know how to search all of our tickets for a term and get back a list of the tickets containing that term. Next I want to find the term in each of the tickets ion the list I can navigate to each ticket, but usually most of the content is collapsed. How can I find my search term in a ticket that I know contains it? Thanks. -Dan
Template Answers
Hi, our template answers have disappeared unexpectedly. We only have the default template showing when we want to answer a ticket. How could we recover our own templates ? Thank a lot for your help
Unable to assign new agents to call routing
I am unable to assign new agents to call routing that I have setup. Agent that I want to add has same permissions as every other agent.
Dashboard Metrics Don't Match What Is In Ticket List
The overview tab of the reports section list the current number of Open, Overdue and unassigned tickets. However, the number of open tickets reported doesn't match the total count in the "open tickets" list. Also the number of "overdue" tickets listed in the dashboard doesn't match the number of total tickets in the "overdue list". I understand that the dashboard is displaying over a certain historical timeframe, but even filtering the report to just today the metrics still don't match. How is
Creating Help Center sub-categories
Does anyone know how to create sub-categories in the Help Center? In the manual it states - To create a new section, do the following: In the Help Center home page, hover your mouse over a Category <Name> located on the left pane. Click the Gear icon and then click the Plus sign. Provide a name for the new section and click Save. You can click the Pen icon to rename the section if required.However, when I 'hover' over a Category, there is no Gear icon.????
Knowledgebase categories
I'm using Zoho's help center as the example for mine. I'm trying to have about 10 categories like Zoho crm help center on my help center home page, but bc the KB is tied to departments it seems,I can only have 2 since I have only two departments on KB. So what am I missing? How was Zoho able to get User guide, admin guide, etc on their home page, with icons and all.
Department Category name not updating in Customer Portal
Hello, I have a problem with my Department names in Zoho Support not being translated properly to the Customer Portal. I have one department, for which the Name, Description and Category are all the same. But when I search for this department name under the Solution tab of the Customer Portal, a different name is there. I know this is what's happened because I have a different department, which is working OK - the name in Support and the name in the Portal are the same. Not sure why it's OK for one
Automatic ticket creation from e-mail does not work
Hello, I have sent an e-mail to my custom support e-mail address, which has a forward to support@company.zohodesk.com but the ticket is not created. Only the customer was created. in Channels -> E-mail configuration I have one record for the only department. E-mail address asociated with it is support@company.zohodesk.com and automatic loading is enabled. On the other hand, in From Address configuration, I have 2 entries. One for my own address at support@company.cl, which appears as "verified" and
Populate Resolution field on Blueprint transition with existing value
Hi, The new Blueprint in Desk is great, but really annoying when you have Resolution as a required field in a closed transition and a transition that re-opens the ticket as well. Ideally, the Resolution field should be pre-populated with whatever is already in the Resolution field. At the moment what happens a lot is I'll close off a ticket with a resolution, then the client will respond with something like 'Thanks!'. Which is very nice of them but, of course, re-opens the ticket± So I have to
Formatting Options while entering a Comment
Pardon if this is a duplicate, I tried finding something like it and could not. In Zoho Desk, when adding a Comment, it appears that it is basic text only. No ability to add formatting of any kind. In our previous helpdesk software, we used the commetns, or notes area to communicate internally. With the nature of our business, this would often require highlighting information, or using formatting options to call out the important data in a lengthly internal comment. At times, we've even had to add
Provide your Customers a Unified Login Experience with Remote Authentication
Which username do I need for this service again? Wait, I am not even signed up... We've all been there. Most importantly, we know your customers hate being in that all too common position and having to create yet another account. Which is why we are pumped to introduce the newest feature in Zoho Support: remote authentication for your customers. Now you can provide your customers a seamless user experience by allowing them to access your helpdesk in Zoho Support with the same username and password
Attach from Cloud and "BOX" issues.
Hi, I'm trying zoho-desk for our company and I found some problems. The message creation panel's attach button has "Attach from Cloud" sub-menu(but my environment is Japanese so the message is Japanese). But I can click only very narrow area where is top of sub-menu. And this sub-menu is very unstable. It's often pointed at "Select file" but its high-lighted "Attach from Cloud". Of course, I tried force-reloading but same. And one more problems, I tried "Cloud Picker" with "BOX". And I tried "Search
logging zoho remotely
I have a wordpress site and i have a app of zoho ( https://support.zoho.com/portal/dataopsinc/signin#home ) , i want to create new user remotely + login remotely if possible.so that user automatically gets login when i redirect user to zoho.
Different forms for different departments
Hi, We are beginning to evaluate Zoho desk and I have a few questions. First, can we have a separate input form for tickets added for different departments? For example, a generic IT helpdesk ticket would include product names, versoins, etc. whereas an HR ticket would include things like new hire name, supervisor name, etc. Can we trigger a workflow based on a category? For example, if someone enters an HR ticket for a new hire, I'd want it to go to IT for account creation, then properties
Space size for zoho desk
Hi, I am trying free version zoho desk. Is there any space limitation for uploading files to folders? Regards, Jack
Email chain is creating multiple tickets in support
Using Zoho Support for ticketing. Have linked our support email address to generate a ticket when receiving an email to that address. However as this email address is linked to a chain it continually creates new tickets for the same email chain. Is there a way to stop a new ticket being created for an email chain? thanks
Is it possible to setup a custom message notification within the ticket form?
Hi, I'd like to know if it's possible to create a custom message that will be triggered by a certain action from within the ticket form. To be specific, I would like a notification similar to the attached that would come up if the agent is changing the Account Name associated with a contact, while still logging the ticket. Since contacts cannot be associated with multiple accounts, this could be the only way to prevent such mistakes. Custom notification from the ticket form Is this possible through
Content is not available. Please try again after some time.
It starts with 'Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds'. Then it changes to 'Content is not available. Please try again after some time.'. I have this on several tickets now. What's up? BTW, there was an email about 'Content is not available. Please try again after some time.' and you answered the person 'This has occurred as the primary contact of the account has disabled his account. Please go to Setup->Company->Edit and make yourself the primary
How to create watchers on tickets ?
Hello, I would like to know how i can create watchers on Zoho Support. I have two customers ( 1 project manager and 1 Assistant of this project manager ), all tickets have been created with the project manager account but i need that his assistant could also see all the tickets. How can i do that please ? Thanks in advance for your help. Best regards, Quentin
TypeError: Cannot read property 'value of null Error
What is the issue with this. I have tried other browsers and deleted and update Java.
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