email template - notify
When a ticket is received, we have "Creating a new ticket" notification under Group Notifications sending a notification email to agents but would like to see the requestors name ${Cases.Contact Name}, vs the company name? any thoughts?
Can we have a have a separate Cancelled status for Tickets?
Hi, I noticed on the Ticket Status field that it only has 2 main Status options - Open or Closed. It would be best if we have a Cancelled option that's not categorized on either, for emails such as Spam, email alerts etc, which are not valid concern nor issue. There are a lot of scenarios wherein auto created tickets are not appropriately tagged as a closed or resolved ticket. Now, the system does allow us to create custom status, but we need to choose whether it's considered an Open or Closed status.
Problems when renaming a value on a Pick List field selection
Hi, I have a list of values under a custom field pick list (under Tickets) , and when I needed to rename one, I noticed two problems: Scenario: Under Custom field Account Name H-P, I had a value called NIYAMA by Per AQUUM, now I replaced it with Niyama Private Islands Maldives. 1. It did replace it on the custom field pick list, but not on the actual selection when creating / modifying a ticket Pick List under Settings: Pick list selection when modifying a ticket, the NIYAMA by Per AQUUM should
Trigger a rule when a specific field changes
Hi there, Is there a possibility to trigger a rule when a ticket field changes (for example, the due date is manually set a day or week later than the previous value and the contact needs to be informed about his)? At the moment, I only see very specific options in the criteria fields, like "is", "is not", "before", etc. but not, "Changed". If there's anyone with a workaround for this, please let me know.
Related articles
Hi, We have created multiple departments which are distinct from each other. Each department has some articles for help center purposes and each article shows list of "Related Articles". Problem is that the list of "Related Articles" has articles from different department also which is irrelevant. Can we show same department articles only in "Related Articles"? Thanks Humanital
Help
I have a ticket assigned to an agent, but another agent closes the ticket, how can I know who is the agent that closed the ticket, because in the interface is still showing the agent who had it assigned? Regards Orlando
ZOHO Dest and Advanced Analytics
Good day all, I have subscribed to Zoho reports in order to be able to create more advanced reporting, we currently have 4 Zoho Desk licenses, but only one Report. Do I have to have a Report license per Zoho license or one license is enough keeping in mind only one user will be creating reports. If I have to have a license per user how can I reassign my license to the user who will be creating the reports. Can someone explain how the Zoho Desk and Report licensing integration works Thanks
Cannot create tickets.
Hi, I'm testing ZohoDesk, and my users (customers) cannot create tickets any more using the web portal. They got: cannot create a ticket" Thank you.
Embedded webform attaching files but does not show on UI
I have an embedded RTL form, when user is attaching a file, the form still looks the same. It does not show that the file was successfully uploaded. Instead the users see no change at all on the form. See previous thread here Did I miss another part of the code?!
SSL Error
I am trying to setup Zoho Support on own domain support.ripplio.com. But having following SSL Error (I am using Chrome): This is probably not the site you are looking for! You attempted to reach support.ripplio.com, but instead you actually reached a server identifying itself ascommunity.wattio.com. This may be caused by a misconfiguration on the server or by something more serious. An attacker on your network could be trying to get you to visit a fake (and potentially harmful) version of support.ripplio.com.
Telephony Integration
In May at Zoholics I attended a seminar titled: Zoho Telephony Platform: Jive. I don't see the Jive options in Zoho Desk. How is that integration set up?
Change from email (alias email address)
Hello, We registered a new domain companydomain.com and we are currently using aliased emails temporarily, so a few users have gmails and the registered domain allows forwarding the emails to their gmails respectively. We'd like to setup Zoho desk From Address to also use companydomain.com domain, but when clicking the verification link which is sent to support@companydomain.com (and according to our current setup it is automatically forwarded to support.xyz@gmail.com), but it still shows Not verified.
Update fields automatically
Hi, is there any way to do the following: I have a numeric field ("Support Hours") associate to the Accounts , this field is the maximum support hours that this customer has. Each time the customer opens a ticket the support agent update another field (time spent in the ticket). What I need is, automatically, detect when the time spent in all tickets of Account is greater than "Support Hours" field. Is it possible to do this in Zoho Desk? Thanks for your help
How to change login url for remote authentication zoho desk without changing auth key?
Dear Team, Please assist me in changing the login url of remote authentication in zoho desk app without affecting the api key. Thanks, Priyanshi
Upload attachments from the cloud
Have you ever found yourself in a position where you’re trying to get files out of the cloud and attach them to records in Zoho Desk? You probably end up having to download the file to your computer first and then attach it once again to a ticket or an article. Not anymore! We just sneaked in a new feature called "Cloud Picker" that allows you to create a direct connection between your cloud storage service and Zoho Desk. With instant access to your cloud-based files, you can attach them to Zoho
Report of SLA violations
Hi, I'm trying out Zoho Desk. One of our key criteria is to produce a report of all SLA violations. I have created a summary report with columns for SLA Violation Type and SLA Name (plus Account name, Ticket #, Ticket Owner, etc). The one thing I cannot get to work for me is the SLA Name. It is always just a dash "-". I expect this would come from the SLA name used in the Escalate SLA, where I have created a SLA by following article creating-and-using-slas. Can you help me? Steven
Can we have a fresh start for ticket numbers
Hey so we were testing the ticketing portal and imported some hundreds of tickets. We went on to delete the tickets and import a new batch of tickets but the ticket numbering did not start off fresh. Is there a way to start with again from 0,1... when we delete all the tickets? Thanks, Aniket
Zoho desk integration with third party helpdesk system
I have the following question and would need some advice: * We currently use a shared inbox in exchange 2016 (itsupport@) * We have two extra (external helpdesk solutions) * We would like to integrate all the helpdesk into one solution. So how could we support following scenario: * User is sending email to our itsupport@mydomain.com address => Creates a ticket in Zoho Desk * Agent looks at the ticket and sees that it should be solved by external party * Agent updates the ticket and sends an email
Deleting/Changing endusers
Please advise how I can deleted deactivated end users and how can i change an end user to an agent.
Customer facing link
Can you direct me to where I can find the URL I would use to get my customer from my website to their tickets in the system? I have poked around some and searched but I must not be asking the right question.
Too many redirects
In attempting to go to my own support portal page via my iphone today, I got an error from Safari saying "Safari cannot open the page because too many redirects occurred." What's up with that? https://support.turbosaquatics.com/portal/home
closing account
I wish to simply close my account. But system will not let me Settings Manage your preferences and access information. Close Account Delete permanently all the services data and account information, which cannot be restored in future. Your account is part of Business Organization : "aartprint". Please, contact your organization administrator (aartprint@hotmail.co.uk), to close your account. Eventhough I am logged in as aartprint@hotmail.co.uk It seems like system is designed to not let you cose
CNAME problem
こんにちは ドメインにCNAMEを追加し、「customer-support.zoho.com」と指定しました。 私は "https://desk.zoho.com/support/nicoco"をリダイレクトできません。 今私はそれをデフォルトに戻すことを好むでしょう。 ありがとう、
More than 6 months reports
Hi, currently I am using the free version of Zoho Desk and I only have reports from last 6 months. I would like to upgrade to Enterprise release in order to have multi-brand portal and other features but I do not know if this release has the same limitation of 6 months reports. Is it possible to create reports of more than 6 months in Enterprise release? Many thanks for your help Samuel
Re-open closed account
Hi. I have a closed account that needs to be active again. What should I do? Kind regards,
Domain Mapping has locked us out of our Zoho Desk account
We applied the incorrect url during our domain mapping and are now locked out of our ZohoDesk account. We have no accesss to ZohoDesk log in credentials or UI. How do we gain access to our account to make the corrections?
Domain Mapping Issue
I checked this KB link : https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping I am pointing my domain with IP address and not managing DNS on my server.My Domain is with godaddy. As prerequisites says needs to have subdomain , that i created on my server using cpanel. After that it suggested that i need to create a CNAME and point it to the said host.I did that as well. Now its not pointing to my support page.I tried to put domain like support.DOMAINNAME.com
Problem adding a new agent for existing email id
Hi, I can't add a new agent because it is giving the error: Email already exists. Please choose a different email id. When I search the desk using the email id, a customer profile exists for the ID. So could you please make the necessary changes asap. Thank you.
Signing up for free version
I signed up to see the free version and got an enterprise trial instead. Is there a way to switch it to the free version?
disabled agent cant be a customer
I am new to this ticket system. I sent an invite to another email address of mine and realised that invite was to be an agent. I then found that using that email address I cannot be a customer. Is that correct if an employee was relived of agent status they could not order service from me?
How to Instal Service Desk Plus In windows server 2016 Core
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Can't visit the Desk Dashboard
After logging in, I am trying to access Desk but it is just refreshing again and again. Do we have a problem?
No me importa los contactos
Hola! cuando quiero importar los "Contactos" no me los importa. Hago todo el procedimiento y me dice que se han importado, pero no lo veo reflejado en el Zoho Desk. Tambien hay varios campos que no me deja seleccionar para importar, como podrán ver en la imágenes adjuntas. Saludos, Gabriel.
Can only use incognito to login
I am an Zoho Admin and, another Admin who has been out on vacation came back to find some odd issues with Zoho. First, she could not login w/o having to view the Enterprise Plan Trail splash screen (Note: she never saw that before and wasn't sure why she was getting this) then, finally got logged in only using incognito. Once logged in it was discovered her Admin rights reverted back to Agent (non- Admin). Changing the role was easy and solved part of the issue. She cleared the browser cache and
Migrating from Sharepoint to Zoho Desk Knowledge Base
I have an excel file with the entire structure of our Sharepoint folder structure. How can I import this into Zoho Desk so that I do not have to manually recreate the sections and sub sections of the knowledge base?
Workflow alert not triggered when update a field
Hi, I try to set up a workflow to alert the agent if a certain field is updated. I set the rule to execute on Field update, so supposedly, when I update the specific field of the existing ticket, that rule should be triggered and send out an email alert to me. However, I didn't receive the email alert. It's not in my email spam, and when checking the history of the ticket, I can see that there's no rule triggered. However, I've done other similar workflow settings for executing on creating the ticket
Define business hours for ticket tracking? (IE Excluding weekends)
Now that we have our entire support staff on Desk we have a KPI (key performance indicator) report setup to track resolution time. However the system takes weekends into account. So if a ticket is not resolved on a Friday and closed early Monday it still reports as 48hrs+ resolved time. Also putting a ticket "on-hold" does not pause the timer either. So say we're waiting on a customer to get us more information the system still thinks it's the Desk user that's taking forever to close a ticket.
Password Reset Email
When users attempt to reset their helpdesk portal password, the email is sourced from the @portal.zohoaccounts.com address and get's caught in our clients spam filters. Is there any way to have the email sourced from our 'from address' which is routed through our mail servers and then doesn't get caught as spam?
Email notifications
We have three agents, however we want the notification email of a new ticket only to go to one. Is this possible? Currently it goes to all 3
Remove sign in page to access community
I need help removing the signin page to access community tab in order to create a topic and linking it to the 'ask community' button on help center homepage.
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