Map more than 2 dependency fields
Hi, We have a categorization of 4 levels in our call hirearchy. -Main category -Category -Sub category -Request How can we create dependent fields containing all 4 levels?
Restrict to close/resolve/reopen tickets without resolution
Dears, How can I restrict to close/resolve/reopen tickets without resolution?
Blueprint: transition owners
Hi, I've been creating Blueprints in Zoho Desk and it is awesome. But I wonder how the Transition Owners configuration works. If I put only one agent as Transition Owner, all the other agents in the department can perform the transition. I though that only the owner could perform the transition. Is this a bug or did I not understood how it works? Thanks in advance, Regards
Desktop notifications when a new ticket arrives
Is there a way to get real time notifications when a new ticket arrives. I'm looking for a pop up on a browser not an email or sms message. I know if you are looking at Zoho support you will see a popup in the bottom right but I need to see the notification when we are working on our site and not staring at Zoho support. Is this possible? Browsers used our Safari, Chrome, Firefox.
new emails create tickets but do not fill in required fields.
I'm looking for some community advice on this. We let our customers send us support requests via our email address "support@compname.com". Works great. But when the ticket is created we want to auto ask the customer to still login to the portal and fill in the required fields (e.g which product, model, etc..). I'm looking for advice on how to best handle this scenario. thanks, jack
mandatory fields when closing ticket
Hi, how can i deny closing tickets without filling all mandatory fields, custom or system fields ?
Any way to update 400+ Tickets massively from certain Status to another one?
Hello there guys, As the title implies we're trying to update certain tickets from a certain status to another one, nevertheless we're not being able to as most of them don't appear on the "Views" itself but they do appear as "Reports" so we can't update them quick enough. Is there a way to effectively update those tickets massively using either the API or something else I've attached the file with all the desired Tickets that we need to update and change from Status --> "Atención Cerrada" to -->
Priority-based SLA
Hello, Priority based SLA is not changing after updating ticket SLA. See attached screen.
How create a ticket view with my followed ticket ?
Hello, I'm looking for creating a ticket view dedicated for the ticket I follow. I don't know how to do it as criterias given for the view creation don't plan this case Thanks for your help
Can GMail aliases be used with Desk or are dedicated email addresses required?
The thread title says it all. Let's suppose I create (2) Desk departments: PC Support iPad support Can I use two gmail aliases like this? PCsupport@mycompany.com link to PCsupport@mycompany.zohodesk.com iPadsupport@mycompany.com link to iPadsupport@mycompany.zohodesk.com Or do I need to create (2) dedicated Gmail addresses? Thank You
Do Agents Who Are in Multiple Departments Have the Ability to Set Their Phone Status to Different Statuses in Different Departments?
Do agents who are assigned to two or more departments have the ability to set their phone status to offline in one department and be online in the other? Thanks in advance.
How could my agents track time in Support?
I want to offer my agents in Zoho Desk to track their time spent on this or that ticket. Now they only could manually enter this data. But I do not like this. How they could use start/stop timer? And not relying on personal productivity?
Can Zoho do SLA reporting?
I'm being requested to show SLA information from the Zoho Support Application. I need to show how many requests went over SLA? I looked under Reporting but I do not see any "SLA" specific reports. Is this something Zoho Support application can do?
Round Robin Waiting on/On Hold
Hi, With the Round Robin feature of Zoho, does it factor in the number of On Hold/Waiting On tickets an agent has assigned to them? If so, is there a way to make it avoid doing that, the group I work with tend to have a fair few Waiting on tickets and they dont want that to interfere with the assignment rules. Thanks Ray
Simple Agent Notifications for Assigned tickets
Good morning. I'm trying to set up some simple notifications to help our agents self-manage their tickets. They are not routinely using Zoho Desk, which means tickets can sometimes get left or forgotten about. I've tried setting a few things up, but I always seem to be battling against the limitations of the system, most usually the 'Business Hours' as I don't want to send lots of emails when the agents are not working, but I do want a notification next time they are working. Please tell me there
How to set Ticket View to "Oldest First"
Hi dears, Zoho Desk is perfect. We love it. One question: can I set the default ticket list view for my organization to "Oldest First" ?
Desk enterprise to free
I wanted to sign up for the free edition of help desk, but I'm on a trial of enterprise. How can I down grade it to free so I can test the basic features?
How can users see a ticket MOVED to a different department without being a member of that department?
Our Engineering department doesn't want the rest of the company to be able to assign tickets directly to anyone in their group. In order to stop that, we created Engineering as its own department. Now however when we move tickets from Support to Engineering, we lose visibility to track the progress and we have no way to keep the customers informed. Is there a way for Support to search tickets assigned to a different department without being a member of that department?
tickets keep splitting into new tickets when someone replies on it
anyone know how to stop this? my tickets started splitting a week or two ago when users on the ticket reply. example (screenshot attached): #3044 is the original. Shannan and a team alias are on that ticket. Talia responds to the ticket (she's on the team alias) and the ticket splits out into a new one #3060, rather than adding to the thread of #3044. I can't seem to figure out what setting needs to be toggled to in order for all conversation to be on one ticket like it used to be. thank you in
Is it possible to integrate Zoho Desk with Slack?
I'd like to integrate Zoho Desk with Slack and have the option to set various parameters on the notifications that are sent. For example, I'd like to receive notifications when tickets are assigned to a certain user, but also add a parameter that only
Filter inactive departments in reports
Hi, I have 2 inactive departments in the Departments section. I would like to filter inactive departents in Reports, but i can't any filter to do that. Is there any way to keep inactive departments out of reports? By the way, another solution would be to remove the inactive departments, but I cannot find a way to do that neither. Can we remove inactive departments? Thanks in advance. Regards
is there a way to change the message at the end of a chat?
Hi there! i´m new in the Zoho Desk software, and i have to say i´m impressed with all the great features they have. Specially, with the chat feature. I´m being customizing and testing it, and its great, but there is one thing i would like to know. When i clik to end a chat, the customer sees a message in english. Since all my customers speaks spanish, i would like to know if there is a way to customize that message, or at least, translate it to spanish. Is there a way? maybe im blind and i didn´t
Not being able to Report a BUG on certain Tickets
Hi there guys, I'm having an issue with certain tickets on our side (Desk) since when we try to Report them as a Bug to see them over BugTracker/Zoho Project we're not getting the option to do that even when we try to submit it as every other ticket we had already on that side (Clicking on the 3 dots next to the first conversation/description of the ticket and clicking on "Submit a Bug") When we try to do this on certain tickets we just don't get the Option at all just like in the attached file.
Forwarding an email to an existing ticket no longer working
Hello, Has something changed to the functionality of forwarding an email to a specific ticket using [##1234##] in the subject line? Every email I've forwarded today has created a new ticket, not attached to the existing ticket. I use this feature all of the time. It will not be good if you no longer have a way to attach emails in a similar way. If there is a new way to do this, please let me know. Thanks! Best regards, Jason
Zoho Desk - Knowledge Base - Autosave drafts
I just lost about 2 hours of work because the Knowledge Base doesn't auto-save your draft. What is this 2004? Come on. I have to re-write the entire article, now I know to not use that text editor and literally anything else to edit the text and paste it in. The editor is clunky and very touchy at times erasing whole paragraphs when backspace is hit once, randomly removing formatting, applying the color coding to the wrong blocks of text.
Can't "Uncheck" checkboxes Field once they are checked once
Hi there guys, Since last week we're having issues with Checkboxes Fields on ZohoDesk since when we try to "Uncheck" them they are going back to being Checked even when the "Enabled by Default" setting is off. Please your help with this issue since it's impacting us badly I've attached a video to demonstrate this more clearly Thanks in advance
Zoho desk
Inbound email tickets are only pulling the subject line of the tickets but the body of the email is appearing blank
Domain Mapping on Zoho Desk locked
Please, I need to reset my domain on Zoho Desk. My domain mapping is not working.
Time Entry in Tickets doesen`t work
Hello, today we become an Update in our Zoho Desk. From now the time entry dialog is on the right side. It opens and we can enter Data, BUT on every PC Browser (we try on IE11, Firefox 61.01, Chrome 67.0.3396.99) the Submit button doesen`t work. The button do nothing! Please help, we need to add Timeentrys in our Tickets...
How to perform a specific search without using Advanced Search
Hi, Is there a way to perform a quick search on the search bar that would give specific result? Suppose I want to search for ticket number 22145. The way the system works is it will search all tickets with "22145" instance on any part of the ticket, so the one I'm looking for tends to be on the bottom of the results. I'm aware that I can create a criteria using the Advanced Search but that takes a lot of time, especially when we're doing ticket reviews and have to perform numerous searches. Is that
Import option missing
Hi, few weeks ago I did bulk import my contacts on the system (that is clearly visible in the import history), now I was looking to perform some other imports but the option is not there anymore (as you can see from the attached picture). Any idea ? Many thanks, Enrico
Automatically delete tickets
Hello! I have a workflow that it's allowing me to close tickets automatically if a few conditions are met, but I'll like to directly delete those tickets (send to trash) Any ideas how can I do that? Thanks! Diego
Remove spam filter
During testing of Zoho I've noticed that a lot of my test emails are going to Spam. To get ahead of this issue, can the spam filter be turned off for my company's account?
KB Field Customizations and Workflow
It would be nice if Zoho Team will add KB Field Customization and Workflow features for KB module.
Mail forward to Zoho Help Desk not working
When I first setup my Zoho Help Desk mail forwarded from support@mycompany.com was creating the tickets in Zoho. For some reason, this has stopped and nothing is being created. I can add tickets manually. Can someone please let me know if this is a system issue or if I have something setup incorrectly. I checked the help topics to make sure I was following the correct procedures. Thank you.
Export Bug
Hello, In my account I am unable to export tickets from 1 of the departments. This department has a mix of Email + Imported tickets. When we export, we are able to see the Email tickets. However, the tickets which were manually imported into the system are not being exported. Also, we are seeing some random Code in the excel. Kindly help in exporting. Regards.
Can't register new account with my e-mail
Hello, I'm trying to create a new account at https://www.zoho.com/desk/signup.html?plan=Free using my e-mail adress whose domain is [at]iselin.com.ar, located in Argentina, but I get the error "The email which you have entered belongs to a different deployment/region", as if I'm specifying my e-mail address or location wrong, but everything has been correctly typed in or selected. What can I do about this? Thanks in advance.
Zoho Desk no funciona bien en Safari
Zoho Desk no funciona bien en Safari, no soporta HTTTPS y no puedo acceder al portal. Pueden ayudarme!? Saludos
Issue with Zoho Desk
Dear Team, We have taken Zoho Desk and facing below issues: How can we remove delete option from Agent? Mail is going from ARZoho which should be delivered from Accounts group ID How can we set Macro to auto close tickets? Not been able to pest snipping images Multiple images generated for same department (refer below snap shot):
help center customization option have vanished
I was able to add HTML and CSS , now there is no option anymore , the window is blank. I am previewing professional mode . what can cause this issue ?
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