Zoho Help Desk has frozen
Hi, We are currently running a free trial with Zoho to see if it is suitable for us and it looks like it has froze/isn't working. Whenever I try and load up the help desk, I get the Pendulum loading icon and it doesn't move away from that. I have tried going into privacy mode/clearing my cookies/shutting my PC down and I'm still getting this issue. Can you help?
Add video attachment to help center post
Is it possible to attach a video (instead of an article) on a post for the Help Center? I've looked at previous posts and apparently there should be the option to add a video up to 5 MB, however, I am having problems adding a video (only 22 KB). Is there a better way to add the video?
Ticket Template Not Saved
Hi, I'm trying to create template for my ticket, then I found some of the fields can't be saved. Zoho didn't report that I can't save it, but after saving, there is no update of the saved field. I want to: 1. Save the Ticket Owner to Unassigned; 2. Save the specific option from my customized pick list. (If I can't save this, I can't trigger my workflow automation) Both of the fields failed to be saved even I tried to save them in separate steps. Any suggestions?
Webform Code
Hi guys! I've a question about Advanced Webform code. After having created an advanced webform, Zoho Desk, generate a script to embed in web page code. Unfortunately, this source code is too long and not easy to manage. I ask you if it's possibile to get a short embed code (like the one that Zoho CRM generate when someone creates a webrform and selects "embed" as code format) by a request to our support. Thank you in advance. Regards Dino Biselli
Add time entry in Zoho Desk APP
Hello, We can add time entries vía web, no problem. But we don´t know how to add a time entry using the APP Please help
Email Notification Questions
Hello, Is there a way to have automated emails show as coming from [support@ourdomain.com] rather than [support@ourcompany.zohodesk.com]? The From Address is fine, but we'd like our automated emails to reflect the same address. Also is there a way to shorten the time that notification emails are sent? In testing the response time we've noticed that we're not getting the notification emails that customers would receive (open and closed ticket emails) until 30 minutes after the ticket has been actioned
zwitch
You Zwitch service hasnt transferred in all of my data, i have emailed and no-one has bothered to reply to me. Can someone please assist me with this
Remote assist invite not working
Hi, I tested the remote assist button with an email of my own. You are about to send a remote assist invite to ... I have not received invitation, it this functiionality not working? Regards, Arturo.
New Layout: How do I "Select All" and bulk edit ? (I want to select all non-closed tickets so that I can close them)
Perhaps I'm missing something obvious, but I can't work it out ..... Thanks for your help.
Linked tickets - Ticket Dependencies
Hello there, Is it possible to create a chain of linked tickets so they have to be processed in a specific order and the last one works as a prerequisite for the next one until all of them are closed? Thanks, Leo
How to calculate time spent in closure of ticket.
I want to created a dashboard in which i want to present the tickets with time. i.e how many tickets closed in 24hrs,48hrs and 72 hrs. Please tell me.
Is it possible to remove".zohodesk" from the reply/created/closed emails?
Can you change it so the messages the client is receiving come from help@company.com rather than help@company.zohodesk.com?
General guidance on Ticketing web widget
Hi, I guess my requirement is quite different. I need the Zoho widget to be displayed on my website. If the end user click the widget, a pop-up window should open and users can fill the fields, the response will be converted as tickets. I have seen that there are feedback widget and an embedded web form available in zoho. I thought the feedback widget would help me but i can not add my custom fields in that feedback widget option. So how can i create a custom widget for getting tickets?
How to test/demo free version?
When I click on my agent name, the panel that slides out indicates I am on the "Professional Edition". I want to demo and test the free version. How can I downgrade to the free version to see what capabilities it offers and the limitations it may contain? Or do I need to wait 14 more days to see that? Thanks.
Is There Significance in Email Subject Line
The email that the client receives has a subject header line that starts like this: [##${Cases.Request Id}##] Your ticket has been created Is there significance to the exact format and order of things: In other words, does the Ticket ID need to be in square brackets and surrounded by double-# and appear at the beginning of the subject? Is that used by the system to append comments, etc. if the client elects to reply to the email?
Service doesn't work properly + IMPOSSIBLE to reach tech support (screenshot attached)
1. System returns "Domain name already exists". How to fix issue with adding Help Center? [Setup > Help Center > Add Help Center] 2. Is Zoho tech support always unreachable by phone?... Funny thing is phone system always says "You Are Caller Number 1"... Last few days I spent hours on hold - attached screenshot of few recent calls...
How come I couldn't add files to my tickets
Hi there, I am having trouble adding attach files to my tickets, it gives me a message "unable to process your request" what can I do? please help thanks
How to Change My Name (Main/Initial Contact Name) in Mobile App
Somewhere there system has retained the "fictitious" name I use to initially test/trial your product. Now that I decided to go with your tool, I already have another ticket in help me update our main email address with our real support email address. I just installed your mobile app and the First Name and Last Name that appears is the fake one. How or where can I change it?
Zoho Desk is producing a blank page
Our Zoho Desk is producing a blank page. Clients can submit tickets, but we can't see them. Can you identify why this issue would be occuring?
How do I convert my enterprise trail account to free account?
When I created a free desk account of 10 users, its directly giving me enterprise account for 15 days trail. How do I switch from enterprise account to Free account?
How to change Company > Primary Contact > Email Address
How can I reset the Company > Primary Contact > Email Address? I tried changing one of my agents from Roles & Permissions = "Agent" to from Roles & Permissions = "Admin" so I could use that agent to change the main email address. That did not work. I still cannot change the main agent's email address. How can I do that? (see https://help.zoho.com/portal/en/community/topic/how-to-change-company-primary-contact-email-address)
In Zoho desk, the remote assistance option in an open ticket is not sending the email to the user?
Has anyone found a way to fix this? I have tested on multiple email addresses.
Zoho desk
Hi, I'm new to Zoho and tried setting up our accounts. I forgot what I did but when I go to Zoho desk, I am redirected to our website. I went back to Zoho home page where i can see all options, CRM, etc and clicked desk and I got the same problem. Please help. Thanks
How to change Company > Primary Contact Email Address
How can I reset the Company > Primary Contact > Email Address. I set it up simply to test your product and now I would like to use our official support email address.
Desk - assign to CRM contact owner
I'm setting up Zoho Desk and I can't figure out how to automatically assign tickets to CRM contact owners. CRM and Desk are already integrated, but under assignment rules I can't pick contact owner. What am I missing? Thanks
Sending a ticket from Desk to BugTracker
I am unsure how to send an existing ticket in Desk to BugTracker i seem to have the setup correct yet cannot see the "bugtracker" in more options for the ticket what am i doing wrong? Kevin
Tickets are not fetching all of a sudden
I do not know, I have tried to call on the phone for my problem that support emails are not creating tickets all of a sudden, it was working alright, but one day at night I checked why the organization having support emails and i figured the tickets are not working I am using the zoho desk and I tried to work around but nothing possibly there even you can not see the log file. Please do help us if anyone can aproach the zoho....
How to Change an Agent's Email Address
I entered an agent's email address in wrong. How do I change it?
Customer Reviews
When testing leaving customer feedback on a zoho desk ticket I've noticed that the ticket gets reopened. Upon closing it notifies the customer again, asking them to leave yet another review. I'm sure this can't be intended...
Suggestion - 'Snippet' option for Response tab
Love the 'Snippet' feature for ticket replies - saves time. Most [80%+] of our tickets are repeat issues that I have 'snippets' setup to respond to. A nice upgrade would be to have a similar function for the Resolution field, as I always put in the same text to describe what I did to resolve the issue. Thanks
Change layout for submit ticket on Help Center
Is it possible to change the submit ticket layout inside help center?
Feedback for doesn't render correctly on mobile devices
Hello, The "feedback" widget does not render correctly on mobile devices, ie. iPhone. The entire screen is covered by the search button screen, I have attached screen shots of the problem in both "portrait" and "landscape modes". It also does the same thing when using embedded form on my contact page. It is essential this works on mobile. Thanks for your help! Allan
Feedback Widget is broken in mobile
Hello, The "feedback widget" doesn't render correctly on mobile devices like the iPhone. The entire screen is covered by the widget's "search-article suggestion" screen. I've attached two images illustrating the problem in both portrait and landscape modes. It's essential I get this to work properly. Regards, Allan
More than one client in ticket
Using followers I can make more than one agent to be notify about changes in a ticket. Can I do the same for end users? My external clients are clasiffied as end users, and there a some issues that concerned more than one of them. Thanks.
How to move "agent" to be "user"
Hi All, How to move 2 agents to become 2 users? There are 2 account which previously "agent" which we want to move to become "user". We try to deactivate them as "agent" and then invite them as "user". But, it's failed. We try to delete them first, but there's no option for it. Thanks, Johan
Ring Central bridge to ZOHO support
Hi how can I bridge ZOHO support with my ring central account? I'm NOT using ZOHO CRM, but ZOHO support. the function is not available??
Custom Function: search for field value in Account
Hello, when a custom field in the ticket is updated to a certain value, we need to retrieve the value of a field in the Customer to which the contact belongs to, and set a field of the ticket with that value. We think this can be done with a workflow & a custom function. We would need help with the custom function since we have very very few (almost none) experience with this. The details are as follows: 1.- The workflow is triggered when the field "Create Return" in the ticket is updated to "Yes".
Concept of "Companies" and "Contacts"?
We are just getting started with setting up our Zoho Desk. I have Zendesk experience, so maybe some concepts don't translate. Currently I am confused about how to setup my customer Companies and Contacts. (Or perhaps I don't even need or want to?) I read this article which talks about setting up users specifically so they can access the portal. https://help.zoho.com/portal/kb/articles/managing-the-customer-portal However, I'm thinking that regardless of the portal, when a ticket comes in from asmith@somedomain.com,
Thank you for your Support
Ever since we started building Zoho Desk, our only aim has been to create a product that uses context to help agents, managers, and customers have meaningful conversations with each other. In the true spirit of practicing what we preach, the customer service team at Zoho was the first to use Zoho Desk. We decided to launch the product publicly only after our internal customers endorsed it. After we launched Zoho Desk, many of you have expressed your love for the product. Some of you have also given
Some emails are not converted to tickets
Greetings. There are some emails inside our inbox that are not converted to tickets inside Zoho, specifically ones sent by noreply@zopim.com. All other emails are converted normally, either coming before or after mentioned ones.
Next Page