Knowledge Base access based current support contract.
Hi Everyone, Is there a method of granting access to the Knowlegde Base but only if a customer/user have a current support contract? So having a support contract has added bonus of extra doucmentation. Cheers Craig.
From Address
Hello Team, I am not getting an option to add my SMTP details in ‘From Address’ for 2nd Support email address. The first email address I configured was helpdesk@oceanmanager.com and this is working fine with my SMTP credentials. Now, I have added one more Support email address as helpdesk@mauditor.com and want to configure the SMTP details for the sam but not getting the option to configure. Please assist.
Tooltip persists and is super annoying
In the new Zoho Desk, when you reply to a ticket, I find that most of the time at some point when I am mousing around during my reply, or if I just bump my mouse, etc, and I mouse over the toolbar icons, I get the tooltip pop up, but depending on your exact mouse motions, you can end up with your mouse no longer anywhere near the toolbar, yet the last tooltip your mouse was over will stay popped up and it won't "timeout" or go away on it's own. So when you are typing your response, your cursor/text
add user always on invitations
Hello, I had some problem, if i add user then it always goes to invitations list. so what can i do ? i already dgoeelete from invitation list and when i add user again goes back to invitation list
Can users sign in to Zoho desk with their credential from our own website, without signing up again?
I would like our users to use the Knowledge base, Community and add their comments without signing up again. They can use their credential from our own website.
Is it possible to make macros not move you to the ticket history tab but also trigger workflows?
Is it possible to make macros not move you to the ticket history tab? It is incredibly frustrating to be working on a ticket, execute a macro, and then have to click back into your conversation to see the changes. I'm really hoping users are able to shut that off as it wastes a fair amount of time if you rely on macros. Also, I've noticed that my workflows don't trigger when I run a macro even though the relevant fields are being updated to match the workflows triggers. Why is this? Is there a way
Creating multiple portals for different brands
I want to set up two portals: one for brand A and the other for brand B. Each brand has its own support department. The default portal has been allocated to brand A and department A. Its URL is support.mydomain.co.uk. I've set up a second portal for brand B which is linked to department B. I want brand B users to access this URL via brandbsupport.mydomain.co.uk. Have I understood this correctly? Does each brand have an unique URL or do customers access the support site via support.mydomain.co.uk,
Option to move tickets has changed into a 4 step action
Hello, As I remember it was possible to move a ticket to another department by clicking the ticket's logo and click on 'move to', this was a much used option for us. It seems like this option is not available anymore on any other way other then opening the ticket, clicking on the three dots in the above right corner, click on move to and select the department I want the ticket to be moved to. Is there any option to enable this feature back in the quick use?
Zoho Desk - Merge Function has gone missing
Hi Since a day or so ago the Merge function in Desk seems to have been removed? We find this a vital day to day function, so would appreciate investigating where it has gone Kevin
Not seeing data in some columns of reports
Starting today All my reports are missing data in certain columns. So far it has been Agent, Account Name and priority, Is anyone else seeing this?
Zoho Reports integration for Zoho Desk
Can anyone advised when we are going to see Zoho Reports integration for Zoho Desk? It has been "UPCOMING" for some time now. Is there a BETA?
Managing Help Desk User
Hi, I recently merged 2 contacts, 1 contact that was imported (with historical tickets attached) and 1 contact that is newly created by help desk user. Tickets from both contacts are consolidated into 1 contact, however help desk user can no longer login to Self-Service. Checked Help Desk User and saw a RED flag at the corner of user's name, any idea what that means? I tried to RESTORE but the RED flag is still there. Thank you Maureen
Twilio & Zoho Desk Problems
Huge problem: Zoho desk is saying that the number is already configured, but I can't even access it to make changes. When I do call the number I get the default application error. Any suggestions?
Zoho Desk Product Scroll Does Not work
Hi Members, I'm trying Zoho Desk and surely, product looks solid. I'm running into bit of a problem here with scroll menu in product section. I have created a customer account and logged in via customer credentials. I've also added around 15 products. The scroll menu in products section on customer portal does not seem to work. I have tried with both firefox and chrome and still the same thing. Would appreciate some insight into this case. Thanks, Rishi
CRM + user : i need to delete a user and add a new one but i can't desactivate zoho desk apps from his profile!! why?
i can't desactivate desk app for this user. Can you help me please? Alexis
End users are unable to login
See screenshot for what happens on login. This needs to be fixed ASAP
enabling content according to profile
Is there a way to navigate login users to a specific area in the portal based upon a parameter in their profile? Specifically customers to "customer" area and "partners" to partners area? If not available how do you recommend to build two separate "customers" and "partners" portals? which have parts in comm?n.
Looking for a Zoho Desk development / implementation partner
We are looking for a Zoho Desk development partner to help us with an implementation of Zoho Desk with our Zoho CRM and Zoho Creator. We have a number of business rules that would need to be implemented in Zoho Desk and also need to develop an integration using the APIs with our other internal systems. Please send an email to rschmoyer@event-services.com if you are an interested partner or have a suggestion for a partner that we could reach out to.
Header background colour
Hello On our Support Desk portal we have managed to change the company name and logo for the company. How do we change the header background colour along with the other colours on the page? Our portal URL is https://desk.zoho.com/portal/brandquantum/home Regards, Simon
Changing status after Reply
Hi guys, I'd like to change the ticket status to "waiting for customer " every time I reply the ticket. Is it possible?
mail forward
Hi Support, we are experiencing issues with our mail forward from service@mydomain.uk.com to support@mydomain.zohosupport.com and support@mydomain.zohosupport.com and mydomain_support@mydomain.zohosupport.com being rejected by zoho?? Please advise, as we are missing tickets. This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: support@mydomain.zohosupport.com
Macro for Status Change
The workflow we follow is that for tickets that have a task that is scheduled in the future, we will set the due date accordingly and set the status to "service scheduled". The problem with this is the status does not change, even if we go past the due date. I was curious if there was a way to have the status flip back to "open" the morning the due date is set for. Any help you can provide would be greatly appreciated.
Any plans for integrating with Atlassian's HipChat once the JIRA integration has been released?
It would be really nice if users could configure HipChat so that it integrates with Zoho Desk, and Desk provides notification updates in HipChat as well as allows users to get previews of tickets similar to JIRA's card preview feature. Would really complement the JIRA integration well in my opinion.
Possible to have comments in Desk show up as Customer Notes in CRM?
We do a lot of double work in doing notes on customer tickets and then having to transfer this information over to the customer notes field in CRM. Is there any way to make this easier? Not sure if this is a Desk or CRM question.
CORS error when connecting on-premise JIRA to Zoho Desk
Hi, I'm trying to integrate my on-premise JIRA application with my Zoho Desk account. When I tried to create an Application Link in JIRA, I set the application link to "https://desk.zoho.com/" as documented and clicked Create new link, but I got the following error in a pop-up: "No response was received from the URL you entered - it may not be valid. Please fix the URL below, if needed, and click Continue." I checked the Network tab in the Chrome Developer tools for the response returned by Zoho
Custom Function Not Editable
Dear Support, We are using custom function to send sms to releated support person's phone. There is no problem. After changing the Zoho interface, I could not edit this function. I need to change a telephone number in this function but zoho interface giving error. How can we achieve this ? Is this known issue ? Thanks
We would like to delete Zoho desk account
Dear Technical Support Engineer, We have been using Zoho desk and Zoho CRM. Our Zoho desk is not connect with Zoho CRM. When we register the user who is registered at Zoho desk to Zoho CRM we couldn't registered him because the message was displayed that he is already registered at Zoho CRM. We deleted his Zoho account then we could registereded his account at Zoho CRM but he couldn't access to Zoho desk. We would like to delete his Zoho desk account without delete his Zoho account because we will
Can you allow portal users to register but require 'approval'
We would like customers to be able to register to use our portal but would like to be able to 'approve' them before giving them access. Is this possible?
Showing contact fields in Ticket.
Is there a way in Zoho Desk to display all of the contact fields in the ticket window. So when a email ticket is created and that email matches a contact, it will display all of the fields that I want in that contact in the ticket window?
view function
Hi there, I don't know why even after I set up all the criteria for the tickets I want to view and I still couldn't see all the tickets related to the criteria? For example, when I search Betty, I can see 10 tickets related to betty, but then I set one of the criteria betty, I only see maybe two or three. Please help. Thank you Best, Betty
Please implement Variable envelope return path (VERP)
VERP is a standard industry practice. https://en.wikipedia.org/wiki/Variable_envelope_return_path It has been around for a long time and many places use it. Including your competitors. With VERP, you can use the sender email address to incorporate the ticket ID association so that the end user (customer) doesn't have to worry about the subject line. Also, it allows me (the CSR/etc) to reply directly to the email, and then my reply would go to Zoho, get logged, and then my reply routed to the intended
Basic Integration with either CRM or Invoice = Zoho Customer Portal
Basic Integration with either CRM or Invoice. Support is an extension of Customer Relation Management, right? Some free open source CRM have this feature included already and call it Customer Portal. It does not have to be an extensive show-case of all inside client information. But it can at least contain/enable basic info such as: Client name Client ID Order ID Quotation number Invoice number Dates Attachments Amounts Payments+ ticketing, KB, FAQ etc as a supplement. Not all companies deal with
Web form not working
What is the best way to troubleshoot a web form not working. Have crated page & posted code to our DNN site. Nothing happens, no confirmation message, nothing
Customize Customer Portal based on Customer Type
I would like to change the ticket form and the articles shown in the knowledgebase depending on the Contact Type or Contact Group. That is we group our contacts in distributors and general public. I want to show a different Ticket Form and different Articles (or departments) based on the category they belong to. Is that possible?
How to stop conflict between duplicate names?
Whenever I go to create ticket, if there is a customer with the identical name already logged onto the system, it will not allow me to change their email address etc until I use a different name. How can i change this?
Two-Way Sync on Custom Fields
Hi There, We use both CRM and Helpdesk. We have some custom fields created in CRM for software version installed and a few others. Ideally we would like to have the ability to view and update this field within Helpdesk. Is there a way to do this?
Unable to login to zoho desk
Users that cleared their cache this morning are unable to login to zoho desk, I am able to login but the chat feature to talk to support in bottom right is gone and submitting a support ticket just spins on https://help.zoho.com/portal/newticket . Users get the screen attached in the pic when they try to login.
Reports Overview Broken
Hello, I have attached and highlighted the issue that we are having accross our business. It seems in the overview of reports it does not display the number of open, overdue or unassigned tickets. How would I go about fixing this? Many Thanks Nicholas
Mark Spam with mobile application
Hello I cannot find the option to mark as spam tickets in the mobile application. Please help Thanks Mariano
Zoho Desk (Self-Service Portal) - Access Rights
Hi, How can we restrict write access to tickets that do not belong to a user? E.g. XYZ company has A and B contacts Ticket 1 - Created by A Ticket 2 - Created by B Either A or B can Read-Only all the tickets created under XYZ company, only ticket owner/creator has "Close Ticket" rights to his/her own ticket. Is there such a feature in Zoho Desk Professional edition now? Thank you Maureen
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