Printing Knowledge-base
I am looking for a way to cleanly print knowledge-base articles, either from the agent portal or from the user portal. Can this be done? Thank you.
Setting up sync between Desk and CRM
Hi, I was having a look through the Desk integration to Zoho CRM, what I am looking for is what is possible in a 2-way sync between the two programs. Currently we have two different teams, one would use Desk primarily while the other would use CRM. If users in Desk update certain values against the customer and/or account record such as notes (i.e. - customer is now on "Non-Support" as of 23.10.2017 and the status would suit) - can the matching CRM record receive that information and update that
Zoho Desk Reports
I've been running a variety of reports using Zoho Desks reporting feature, however recently I've found that any report with the primary filter of Modified Time is Today, whenever I automate an export, they do not export saying so data is found. In depth it's like this: Advanced Filter is: Accounting is Pushthrough and Case Modified Time is Today and Case Modified By is not IT Admin And I set on the report scheduler to have this report exported at 11:50PM everyday and each time is exports, I am told
Lost email thread: Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds
Then I get: "Content is not available. Please try again after some time." I have logged out, refreshed countless times. How does an email program just lose an email thread? ****edit this is happening on all my open tickets now******
Zoho "Sorry for the inconvenience....feedback form", doesn't work and on my Portal?
I've attached a screenshot of this "feedback form" that all of the sudden shows up on the home page of my customer portal. It's also showing up in my internal desk when I click on Agents under Organization or Users under Channels - Help Center. I tried completing and submitted the form as an agent in Desk and got an invalid URL error from Zoho. If trying to fill out on the portal page I can only add text to the subject and message fields. Clicking Send pulls up a blank webpage....the url is
Not receiving emails / No Contents
Emails are down!!!!! No Contents in current emails! No replies from ANY reps!
Linking article with multiple departments
Hi, Inside Zohodesk knowledge base, I want to link the same article with multiple departments. How can I do that? Is there any negative impact also on website ranking if I do so. Regards, mukesh
Multiple ticket formats
Hi. My company is at the beginning stages of configuring Desk to replace our current help desk ticket system. Our need is to be able to create a different ticket format and required fields for about 15 different internal departments. For example, our real estate department needs a different set of fields for tickets about store maintenance than our customer service department needs to process customer refunds. I have seen a couple of forum topics relating to multiple ticket formats being a future
Pre Chat Question on Website
Is there a way that my visitors can start the chat by simply entering a message without their name and email address?
Support Desk Free Account Issue
Hi There, Recently just set up a Soho free account, however, it has forced me to the enterprise 15-day free trial are you able to place me onto the free account or show me how I place it onto a free account? Thanks, Josh
domain mapping
i need my domain mapping reset to get access to my account email address is castjim70@gmail.com
Zoho Desk Expoorting Account Comments
Hi, We have a customized "accounts" system in our zoho desk from the previous version. is there a way to export the comments on these accounts? I am able to export the accounts themselves, however we have been extensively using the comments as tracking for status. Is there a way to export it as CSV? Best, Andrew
Autofill Customer Portal Form
I'm using Desk. Is there any way to set-up the Customer Help Request template so that it auto-fills certain fields (email, contact name..) automatically? If the customer reaches the portal from our website they will have already logged in on our website and we don't want them to have to login again when they go to our portal or enter their contact info again to submit a ticket. Can we set the template so that On Load it autofills the Contact Name, Email equal to those parameters sent from our
On the Desk Customer Portal, can you link to a webform built in Creator
Several questions regarding Desk: If I use Creator to build a new ticket template for the customer to access from our portal, how do I link to the form from the Customer Portal in Desk? Same question again only with the Adv Webform. Is there a way to disable the pre-existing ticket template on the portal and have customer requests go straight to an advanced webform to submit a ticket? Is it possible to completely remove the Sign-In from the customer portal? I know how to modify the HTML so the
How to create a field "Account" in task module?
Hello world, How can I create a field "Account" in task module? Thx in advance
How to show a custom field from Accounts in new tickets?
Hello, In Zoho Desk I have a custom field in Accounts module called "Collections". It's a checkmark that lets us know if a customer owes us money and is in collections. How can I show that custom field in the new tickets that are opened?
Creating separate products for mobile app and web app?
I'm just curious if anyone has created separate products for their mobile app and web app. The actual product is the same, but the application type is mobile vs desktop. I didn't know if it would help make setting up templates and workflow rules easier if they were set-up as two different products or if anyone has found a better way. Thank you! Kristy
How can I create a Custom Function that searches for tickets based on part of the subject of the ticket just created
I am looking for examples or documentation of custom functions for Desk but I don't find examples of search for tickets based in part of the subject. (subject contains a string). Something like: zoho.support.searchRecords("Tickets","PORTAL","DEPARTMENT","Subject","contains(*tarea*); Any ideas on how to accomplish this? The objective is to link the tickets or merge the tickets with the function.
How do we change the default time for displaying agents tickets ?
Hi, We are sortof still new to Zoho desk, but have lately discovered that some of our agents have trouble to locate older open or "on hold " tickets since they are about 3 months old.. Is there anyway to change the default view setting for agents from (i assume) 30 days to 90days or more ? //micke
Can I set a default email template that is applied when Agent selects 'reply' or 'reply all'?
Can I set a default email template that is applied when Agent selects 'reply' or 'reply all'?
Using snippets on iPad or Android tablet
Hi There, I was glad to see you introducing the snippet tool. Can you tell me if it is supported on iPads and Android tablets? On the PC it's triggered by TAB. All the best, Ron
Email template
Hi Need help about the ZOHO desk email templates customization
How to customize Spanish translation?
I want to change some bad translations and change others to fit them to the local terms. How can I do that in Zoho Desk? I couldn't find where to do it. Best regards Gustavo
How to get AHT and other basic KPIs?
Hi, Hopefully, someone can help me with this. I have set up Zoho Desk for answering customers' emails, however, am not able to find how to extract AHT to get average and total handle time with an additional breakdown by time periods and products/classifications. Thanks! Regards, Bogdan
Content of Ticket in Notification mail
Hi I would like to know if it is possible to get the content of the ticket into the notification mail. For example. When my client send a mail and Zoho Desk creates the ticket, I receive a notification mail tha my client has created a ticket but on the mail it says "view ticket". Instead of "view ticket", I would like to see my clients request. Is this possible? Regards Leighton
Support for Facebook Direct Messages
The ability to add Facebook Direct Message conversations as tickets is the next logical refinement in our integration with Facebook. Many of you have also requested that we build that. Starting today, we've added that ability to Zoho Desk. The following are three things you need to know about this integration. 1. Automatic Ticket Creation: All the Direct Messages your team receives on Facebook can be automatically created as tickets on your Zoho Desk account. 2. Routing and Assignment: These tickets
Bulk update gone?
Under zoho support, we used to be able to do a bulk update for a field in all of our accounts from the main account page (select all 50 per page) and then set what we want to update. Is this feature gone with the new Zoho desk? Can someone suggest how to do this under the new version?
Is it possible to create Separate Logins for Existing Clients and New Enquiries?
I want to know if we can have a separate logins for Existing clients and new ones. This is because 1. We need to give priority to the tickets submitted by the existing clients 2. Tickets submitted by existing clients should goto a different agent and tickets submitted by new clients should goto different agents. 3. Restricted Knowledge Base- We want existing clients to have access to some insider articles which should not be visible for common people.
Beta Ticket Viewer display issue
When opening a ticket via Account View, Tickets, a beta Ticket View is displayed to the right. When you click on the expand icon certain compulsory fields display -None- even though the setting is correct in the background. The fields affected on my system are Actions Required, Priority and Classification.
How can I configure sync with outlook calendar
Good morning It possible to configure the sync of the due date in the tickets with the outlook calendar? Thanks
Phone Integration with Zoho Desk
We currently use Asterisk and a custom built queue tracker for all incoming calls. We are looking to move over to Zoho Desk and integrate our Asterisk phone system. We have 3 departments that take incoming phone calls, Billing, Sales and Tech, in which
Edit customer statisfication UI
how to customize the customer satisfication part . I need to change UI of customer satisficaton
Testing Zoho One + Desk : How to restart Desk from scratch after trial?
Hi, We have played a lot in Zoho Desk after activatig the new Zoho One product. We made a lot of mess too. If we go for the paid version after the trial, is it possible to restart Desk from scratch? (Only that module since we already have many user information and data in other modules.) Thank you very much for your help. Alexandre Leclerc
Custom views not working
When creating custom views the results are inconsistent with the tickets on the system: Created a custom view with the exact same filter criteria: the first shows 35 tickets the second shows 1. Are anyone experiencing this same issue?
Questions on how to use & customize ZOHO ticketing system
Dear Sir, I have some questions on how to use & customize Zoho Ticket : 1. We agree (in our organization) that "users" can reply & re-open the closed ticket if it isn't done yet or need revision. And to monitor "agents" performance on the above, we need to calculate no. of re-open ticket. How can we detect & calculate re-open tickets in report? What should we do to trigger the required info? 2. We already set auto-assignment by agent by brand(s). If one "user" handle more
Does the iOS ZenDesk application have the functionality to add attachments to new or existing tickets?
Hi, Does the iOS ZenDesk application have the functionality to add attachments to new or existing tickets? Thanks, Oscar
No response from Account Manager
Will Account Managers ever respond? Not responding even during the trial period. So should I expect after a purchase? Need to set up for 7 users with Twilio integration and still waiting for a call after numerous emails to the account manager.
Bug on Mobile Chat widget
We found two bugs with the built-in Chat on Zoho Desk Enterprise version. We are testing with Samsung phone using Chrome. 1. When you try to end a chat you click the {+} button and then you click the Power Icon (close Chat). The system then asks for your rating. After you leave a rating the button says [Close Chat Window] . The Close Chat Window button will not close the chat window, it is stuck and you cannot get back to the website. This also happens if you click “Skip” on the Rating screen, you
CREATING A TICKET AFTER PAYMENT
Hello. We are a designing services company and we want to integrate the Zoho help desk to our website. We will use the ticketing system in two ways - Normal ticketing system which provides support for the user doubts and questions - Paid ticketing- User pays a fixed amount and once the payment is successfully made a ticket is created. A designer I am looking answers for following questions 1) Can we integrate Zoho helpdesk seamlessly to our website (with our logo and branding)? 2) Can we create
Export Button Disappears After Customizing Report
I've been using the reporting module of Zoho Desk to track the number of open and closed tickets our support team gets each week. When I go to add a column for criteria that isn't there by default, I lose the 'Export' button that would allow me to save as an Excel Spreadsheet or CSV file. I copy/paste the information over to a spreadsheet, but it would be good if I could just export the customized report. Is this a known bug?
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