Accidentally mapped the zohodesk domain to a wrong address need to
change it :(
We're facing an issue regarding a wrong branding/mapping of the Zohodesk Domain on our end as we used the name of the CEO for it and we need to change it if it's possible As of now all the mails and notifications are being sent from support@miguelcollado.zohodesk.com and we need them to be changed or sent using the following domain --> support@innovasoft.zohodesk.com Please we need your help in order to know if this is possible :( Thanks in Advance!
Purechat Integration
Adding an integration to add the Purchat widget to my support portal in Zoho Desk
Is it possible for email ticket replies to show up as sent email in Gmail?
We currently use a Gmail based workflow. If replies to tickets that came in via Gmail could show up as sent emails in the same Gmail thread, that would help our transition a great deal. Is that possible?
Unable to remove an agent with a closed account
I am trying to remove an agent in Desk to add another in its place. The agent question is only listed in the all agents tab and I am unable to do anything with it. How do I go about removing it?
View all requests from all departments impossible
This really should have been a no brainer, but it would be ideal if I could see all tickets from all departments without having to switch between them all the time. I spoke to a rep in chat who advised me this isn't possible. I really hope it's a future implementation. Many thanks
Zoho Desk - Auto Close Email received from monitoring platform once receovery email received.
I am trying to find a way to use the workflow configuration to automatically close cases raised over email using out monitoring pltform. So in essene our monitoring NOC sends an email relating to a failure now it could be high memory usage just during a backup run so once it has cleared I would like the case closed. The system receives another email confirming issue recovered. The question is how do I close the original case based on the recover alert received. This is a touch one as we have the
Zoho Desk incoming emails not arriving
While configuring and testing Zoho desk, I have created my departments and their email addresses, but sending an email to any of the addresses for any of the departments doesn't work. I don't receive a response, and no email is fetched nor is a ticket created. I have tried billing@radaralley.zohosupport.com and support@radaralley.zohosupport.com and I get nothing.
Category / Subcategory dependency
Hi, I've already checked the KB for the same problem, that is to say create a dependency at the ticket level between Category and Sub-Category, unfortunately in my case the solution doesn't work... When I try to create the dependency, I can select "Category" as a parent field (on the same list Sub-Category also appears) but when I search for Sub-Category as a child field it is not listed (please have a look to the attached picture). Both are pick lists, so I should be able to see Sub-Category under
Status that halts the clock
I've heard rumblings about a new status that is somewhere between Open and Closed that halts the clocks. I would use this for several situations where ticket responsibility leaves the support our support department so we want to stop the resolution time clocks but we want to keep the ticket open to inform the customer when the work has been completed. A) Is my understanding accurate about how this would work? B) If so, Do we have a projected release date for this? Thanks!
Stop Agents being auto-signed out.
We have agents who are 'on-call' outside normal business hours. During this time, if our customers call they need to take a call "Over the Phone". We are using Twilio as a telephony service. Before going home, the on-call agent sets their status to Online and Over the Phone, before shutting down their computer. Immediately after shutting down, the Agent remains Online and calls are successfully re-directed to his cellphone. However, after a period of time he is automatically moved to Offline. They
"Back to top" link for long articles
is there a capability in desk to jump back to the table of contents list from a heading - a back to top link beside or close to a contents item? This would be useful in a long article with many toc entries. -- Mike
Customized Work Modes?
Is it possible to display tickets in columns (like the work modes) based on a custom field (instead of Status, Due Date, or Priority)? If not, is Zoho looking at making custom modes like this possible any time soon?
Please disable the spam filter for our Help Desk
Hello, My company has recently decided to give Zoho Desk a try. However, we have a ran into a problem where any email ticket that is forwarded to the support email addresses gets automatically placed into the SPAM ticket folder. Can we get this fixed? Thank you, Pittman Dental
Can you avoid showing the Priority on the customer portal?
I don't want customers to select the priority. I would like to set our own internal priority based on the request. I've created an internal priority field, which seems to work. However, when I see the requests listed I see the external priority field on the list, which the customer can select from the customer portal. I would ideally like to avoid having the customer set the priority? Can I do that? I can't seem to elect that the priority field NOT appear visible to the customer on the portal.
Cannot see images sent to our Zoho desk
I am not able to see images attached to email coming into our Zoho desk account. I have updated Chrome, cleared the cache, rebooted, verified being able to receive images from Zoho. All images (jpg, png, gif . . . etc) show the attached image instead of what our customer sends. This just started Friday 5/11/2018.
Where do emails go when fetching is off?
I have users that sometimes e-mail the support address but I don't always want it to automatically create a ticket. When e-mail fetching is off, is there a place I can go to see where the emails are? Or do they just disappear? Thank you!
Help Center
We would like to give our end users the ability to create tickets through the Zoho Desk Help Center, where they can see updates to their open or closed issues in multiple departments (selectable) and also submit to a department. Forms should be dynamic and adjust to the different departments form fields. Can we customize the Help Center forms to our needs, or can we use Zoho Forms to meet our needs? If Zoho Forms, please elaborate what constitutes a user in the subscriptions: end user or agent that creates
Support to Jira Integration
Is there anything on the Product Roadmap for integration with Jira? If so, can you put a date to it? Thank you!
Tickets not posting when forwarded from Outlook Address
My team has recently moved over to Zoho Desk and is loving it for the most part. We however haven't been able to get Zoho to accept emails forwarded from our IT@ Outlook 365 email address to post as tickets. I've verified the forwarding functionality by testing it with various other email addresses. All email addresses that I've tested with have accepted the forwarded emails. To me, this means that Zoho is blocking it because of it's forwarded nature possibly. Unfortunately, I don't think there are
What is the best way to create a list of customers?
I want to create a running list of customers in Zoho that I need to contact if/when a product is back in stock. Is there some type of note pad type function that can do this?
Is there a way to prevent one category from seeing the priority option, while keeping it around for the rest?
Hi, Our priority field now is not mandatory. There's one category we're thinking of adding where we want to prevent users from selecting a priority. Is it possible to conditionally hide the 'priority' option when this one category is selected? Thank you!
I have Wrongly Re-branded my company domain in Zoho Desk- how to Restore to Zoho Desk Default setting
Hello, I messed up my domain mapping in zoho desk can I get help resetting it?
Answering Calls through Zoho Desk Phone App
Our team is always on the road and we do not have a stationary customer service department. We need to be able to receive company calls from our cell phones and have it linked to the zoo desk app so that we can easily log calls. How do we get this to work?
Zoho Desk has one for the team-players!
Customer service is seldom one agent's duty. So why not put more heads together and deliver better service? Introducing Teams. Zoho Desk now lets you organize your agents into teams, based on the needs of your customer service process. Configuring Teams gives your customer service agents more room to plan their day. Where one agent used to rush to tackle their tickets, agents can now come together as teams and handle tickets with ease. Teams is similar to the organization-wide Groups feature that
Behavior After Closing Ticket
Is there a way to automatically go back out to the main Desk View (Open Tickets) from inside a ticket once that ticket has been closed? (Thereby eliminating the extra click?)
Reoccurring ticket for tasks needing completed each month??
I have searched the threads in this forum and found some related questions but the responses from Zoho were rather old. The most recent was from 1 year ago and stated that this function was on the to-do list but was not very high in priority. Has the function to create reoccurring(weekly/monthly) tickets been implemented in the past year or Is it still in the works? Thanks
Sync between Zoho Desk and Zoho CRM
I would like to Sync between Zoho Desk and Zoho CRM- with a approval. I would like for the customer to enter the customer self service portal and update their contact information in Zoho CRM, after approval.
CNAME subdomain issues
I added a CNAME to my domain for the desired subdomain (helpdesk.riverfoursquare.net) and pointed it to 'customer-support.zoho.com.' 'https://desk.zoho.com/support/riverfoursquare' redirects to 'https://helpdesk.riverfourquare.net/support/riverfoursquare', but the page cannot be displayed. Right now, I'd prefer to just switch it back to the default. Is there a way I can do that myself without needing to involve you guys? Thanks!
How to integrate other IDPs like Google and Facebook to sign up for my area?
Hi, We want to integrate other IDPs like Google and Facebook for our users to create an account to access "My Area". Please let us know how to do that.
Default Department - Help Center
I am customizing our help center. When customers submit a ticket, I would like a department to be selected by default. Right now the drop down for department has a default of “Please Select.” Is there a place I can change this so it by default selects the department MSL Support? Thank you for your assistance.
Not receiving notification emails when ticket is created in ZohoDesk
When new tickets are created in Zoho desk we are not receiving email notifications of the ticket being created. The users can create tickets through email and I see them in ZohoDesk.
Customer Portal: Different accesses for registered users.
We are looking for a functionality such that we can provide selective access to registered users. For example, for a group of users we can show them only ticketing when they log in but for another group we only show knowledge base and for a third group we show both knowledge base and ticketing. How can we accomplish this?
Workflow Limitations
Your current workflow limitations are 20/Department/Module - for the enterprise edition. Are there any plans to raise this? I have easily met this limitation and need more in the future.
Zoho Desk, now smoother.
Hello! Team Zoho Desk is constantly looking at ways to improve user experience, and we have a bunch of updates on that front, all aimed at better navigation. Heads up, all of these UI enhancements are set to go live late next week. Navigating between Modules Drop-downs can be a drop in efficiency, and we see that. We've unfolded the Modules menu into a simpler format, all readily available on your Top Bar. Some key functions like Search and Quick Add have also been made more prominent, for quicker
Tables - how to change column width?
Hello! Is it possible to change column width in tables when creating an article? And another question: by default, there is no indent in paragraphs, but there IS such indent in table cells. This leads to not very good look of tables. Please, check attached screenshot. It will be great to remove first row indents in tables (and add them in paragraphs), and allow changing column widths. What do you think?
Client Notification E-mails
Hello, I was wondering if someone could help us with this one... We have Zoho Desk set up so that when a customer e-mails in, a ticket is created and they automatically receive an e-mail response letting them know that their message has been received. The same thing happens when we create a ticket in Desk - an automatic e-mail is sent to the customer. What I would like to do is change it slightly so that when a customer e-mails in, they receive an automatic response but if we manually create the
Integration between Desk and Project Bugs
The Integration with Projects from Desk is great but a couple minor changes would really enhance the user experience. 1. Make sure you can see which tickets have been assigned to a Bug from the Desk Views 2. Integrate new Projects to desk automatically. 3. Integrate the language change in Projects into Desk. If Bugs has been renamed in Projects, Desk should reflect the same name change and icon used in Projects. If anyone has a solution to these 3 points, please share them.
Common Articles for different departments
Hello, We are currently evaluating Zoho desk. We have encountered a serious problem/inconsistency in organization of ticket channels and knowledge base system. We have two departments for our different support teams at different geographic locations. These two teams are supporting customers in their territory and they are supposed to receive support e-mails from different e-mail addresses. So, I created two departments, one for each team. Everything is fine up to this point. Problem is, both teams
Automatically Assigning Tickets to Offline Users
Hello, I have created a 'Round Robin' rule that automatically assigns tickets to particular group of agents inside a department. (Rule assigns tickets only to particular 3 agents out of 7 agents.) Do you have an option, such that, the tickets are always assigned to these group of agents in turn, regardless of their availability? I don't want the tickets to be assigned to remaining 4 agents. Note: I have put these 7 agents in the same department because of common knowledge-base issues. Thanks and
Adding Customized Flag Field in Zoho CRM Accounts & Ticket Form
I have added one list of value field labeled 'Service Contract' having values Active and Suspended in Accounts form. Now I want to reflect the same field in Ticket form. I haven't find any way expect adding one customized field in ticket form but concerns comes How to link it with source field in accounts form. the field in ticket form will populate the value same defined value. How to achieve this task? Hope to have quick response, as it is mandatory.
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