About CRM and DESK integration
Hi, The company I work for is traying to decide if we are going to get Zoho. To do so, we need to know how the integration between those 2 systems work regarding USERS PERMITS. Are DESK USERS allowed to see and modify ALL information in CRM? (quotes, pricing, sales opportunities, etc.) Or they just see contact information (and previous tickets at DESK)? If they see and modify all information, is there a way to RESTRICT the actions DESK USERS can perform in CRM? Let me explain a bit better: The
auto email an agent when a ticket comes in
We are on the free version of desk and i wondered if there was a way to alert just one agent when a ticket is created? I don't what to alert all agents, and i don't want to auto assign it to an agent (although that is in the paid for version anyway) Because we have very few tickets the person responsible for checking often forgets, and so an email prompt when a ticket arrives would be fantastic. I've tried setting it up under excalate, so that if a ticket is not responded to an agent gets alerted,
Disable All Tickets Option
Hi , Is is possible to disable All Tickets options from View option for certain agents Thanks Namo Chhalani
'Unable to connect to messaging server' - 'Saving draft failed' - Can't reply, reply all, forward or save drafts when operating on tickets.
'Unable to connect to messaging server' - 'Saving draft failed' - Can't reply, reply all, forward or save drafts when operating on tickets since Friday around noon eastern time. None of our support agents are able to operate normally on tickets right now. On every ticket that existed before around noon on Friday, on the latest post there is a message that states 'file content is not available' We can't reply/reply all/forward/save drafts or attach files. It just reloads the page when you click an
Notification e-mails taking too long on Zoho Desk
Hello, We are getting set up with Zoho Desk. Mostly it's working very well. However, we have noticed that e-mails generated by Zoho Desk seem to be sent in different ways and there is a dramatic difference in the time it takes for those e-mails to arrive. E-mails sent to agents seem to be fast. So are e-mails sent to contacts using 'Reply All'. But we'd like to use public comments as our main way of responding to a customer. We have set up a suitable e-mail template and enabled the associated
Open Tickets on Left Panel
How do I disable (as in completely remove it) the left panel that displays other open tickets when viewing a ticket. Most of the time when I am trying to move back to my open ticket platform, this panel keeps popping up over and over again and it is so in the way. I do not want to pin it either as it takes up too much of my screen space.
Timesheet Report Adding Customer Information
Good morning, Is there a way to add the Customer information to the time sheet report? I know that if you hover over the subject it will show you who you talked with but it doesn't show customer name on the printed report. We would like to group the time sheet report by customer and total hours associated with the customer. Thank you, Bobbi Jo Broyles
Auto close tickets after delay
We have several monitoring services that report to our support email when there is an issue. Many times we just want to be aware of it but it does not require any action on our part. So, I'm trying to setup Desk to auto close the ticket if it was not assigned to rep after 4 hours but I'm not having any success. Here's what I have: Automate > Supervise Active Rule: "Delay Close Notification Tickets" 1 Basic Information Name: Delay Close Notification Tickets Active: Checked Business
Major Design Issue With Zoho Desk & Phone
So at the heart of zoho desk is the ability for a support person or team to manage and track customer interactions to provide great customer support as efficiently as possible. However, the current user interface for the phone integration within zoho desk has a major design flaw which hampers reps ability to provide great support and be efficient. Currently, the phone is a div within the current zoho desk browser window and session. Once a rep answers a phone call THEY CANNOT USE DESK ANYMORE
Removing organization name from header?
This should be easy, but I'm going crazy trying to find the answer: How do we "turn off" the company name in the header to just show the logo? https://support.airstreamed.com/portal/home
Form of initial ticket submission affects ticket structure, merging
I don't know why this hasn't been brought up before (not that I saw at least) but there is what I consider to be a pretty major oversight in the way tickets are initially created. If a customer opens up a ticket via email, everything is fine. The text of their ticket goes into a normal reply that can be merged and retained. If a customer opens up a ticket via the "Submit a ticket" tab on the web, the text of their ticket goes into the "Description" section. In fact, the Submit a Ticket window calls
Zoho Desk Page
Hello! I can login my Zoho account but it's impossible to access Desk. The page never finishes loading. I've tried in Chrome, Safari and Firefox but nothing happens. Thank you!
New Zoho Program
How can I switch to the old version of Zoho? I highly dislike the new version.
Reorder list of Community Forums
Is there any way to do this? In Setup>Channels>Community Forum>Forums it seems I can "grab" a forum, and beneath the Forum name it then says " javascript:; ", but the black barred circle indicates that I can't "place" it anywhere else.
Zoho Desk is create email when somebody CC the support email
when my client CC to my support email, zoho desk will create a ticket for every CC in that thread, how i avoid this. Thank you
New UI - display messages and comments as before
Hello, Is there anyway to change the layout of the 'Ticket View' so that the messages are above and the comments are below as per the old interface? We used to leave useful comments for other techs in the comments section and made a point of always checking this area. Now it has moved to a different page the workflow is messed up and I'm worried we are going to miss things within our team. Regards James
Time-based Rule
Hello, I'm trying to set up some email alerts using the Time-Based actions in the Supervise Automation section. I'd like to be able to send alerts by email after 48 hours from change the status, punctually when the status is 090 - Waiting for client information, then other alert by email after 96 hours I've tried to set this up by making an alert to send but I'm not getting any email notifications coming through. I accept ideas to help me implement these reminders Attach my actual configuration
Moving to the new Zoho Desk
Last November, we released Zoho Desk to businesses across the world. The response has been tremendous. We've nearly doubled the number of new customers added (mostly through word of mouth). Over 80% of all users have adopted Zoho Desk, and many of them continue to give us feedback regularly. We have since worked on some new capabilities and improved some existing functionality. All of these have been built for the new Zoho Desk experience. Over the next two months, we will gradually move all our
Attachments not downloading
Hi there, Since yesterday my attachments are not opening, it says there is an error. Please can someone from zoho update us as to when this is going to be fixed.
Sync between Zoho Support and Zoho Reports?
Hi, I'd like to run reports on Zoho Support tickets within Zoho Reports. Will this be possible soon? -- If you need any help with this or anything else related to Zoho, check out www.nuanced.it or email me at jeremy.nagel@nuanced.it
Problem with button transalation
Hello, I have translated all my email to french. In the preview everything is fine, but not when the client receive the email. Thank you,
How can i stop an agent from receiving notifications off business hours? (app or email).
Hi, How can i stop an agent from receiving notifications off business hours? (app or email). Possibly add a auto respons to the customer during this time. Best, Albert
Concurrency Issue With Twilio Phone Bridge In Desk
Someone calls in and two employees pick up at the same time. The call registers on both employees' computers, the time clock starts for both. However, only one employee can hear the customer. The employee who cannot hear the customer hangs up / ends the call because it appears that no one is there - when that happens, the call drops for both employees. Customers call is ended as well.
Can't Edit a Field in Contracts
I'm trying to rename a field in my contracts ("Contract Expiry Notification"), but it's not showing up. Please advise.
Zoho Desk Chat not showing up on my site after everything was working fine.
Chat is not showing up in my site, everything was ok until it stopped showing today. I did some minor updates on my code but nothing related to Zoho Desk Chat. https://app.nubix.cloud/ <script>var $zoho= $zoho || {livedesk:{values:{},ready:function(){}}};var d=document;s=d.createElement("script");s.type="text/javascript";s.defer=true;s.src="https://salesiq.zoho.com/support.xxx/float.ls?embedname=xxx";t=d.getElementsByTagName("script")[0];t.parentNode.insertBefore(s,t);</script> That is the embed
Changing the Module order
HI Zoho I would like to change the order of the Module and to swap between Account and Contact.. can i do that? and how? Thank you very much! Doron
Reporting (within a date range
How do I run/configure a report to show open tickets within a specific date range (ie between May 1 to May 15)?
how do I delete my Help Center?
I want to use Zoho Desk's email ticketing only. I'd rather not have an empty help center app hanging around the public web (at https://desk.zoho.com/portal/xyz) I've enabled the "NOINDEX and NOFOLLOW" option, but I don't see a way to just turn it off entirely the way I can turn off other features like Customer Happiness or Chat. Where do I go to get rid of it completely?
email ticket response cannot be read.
When a customer responds to an email to the email xxxx@xxxx.zohosupport.com the comment in the ticket says: "Content is not available. Please try again after some time."
Customer happiness ratings
Hi - Is there a way to see what percentage of tickets an agent closes receives a rating? The majority of our users don't leave ratings, and we would like to put a percentage on this. I can't see a way of doing this.
Zoho Desk with Just knowledge base
We are startup and just starting to grow. We were looking options to give a user guide for our users to start with and slowly migrate into a full-fledged support system including ticket, community, chat etc. Wondering is there an option not to show "Add a ticket" and disable "My Area" tab ? Thanks.
ZOHO LiveChat will not 'enable' or show embed code.
I'm trying to enable the AOHO livechat function to embed it on our website. However, the Chat section in ZOHO Desk Channels never refreshes after the 'enable' button is pushed. There is a small flag that comes down from the top of the page saying: "Your LiveChat Account Enabled Successfully", but nothing else happens and the Chat section of 'Channels' stays empty.
Cannot access Zoho Desk after host mapping
Hi there, I am starting using the CRM Plus last week. I try to configure the Zoho Desk according to "Support Customers from your Own Domain", however, once the system validate the setting, I cannot access the desk support through support.ourdomain.co.nz/support/xxxxxx, can you please reset my Zoho Desk to default setting? Thanks a lot
Triggering emails from contract expiration dates under SLAs
Is it possible to set up a rule that triggers an automated email to contacts within an account when a contract expires? Right now I have an alert set up to support@ then they need to set up a ticket with an email template, but it'd be great if we could skip support all together. So, it could be that the contact directly receives an email and an alert is sent to the people selected in the automation rules. What do you think?
Problem with zoho help center background colour
Hello I have an issue with help center: I set up our help center background colour as white in "Help Center Customization" field, but it turns dark blue when I open the help center, even though it is still white in customization. https://desk.zoho.com/portal/veloscientsupport/home
Domain mapping not correctly
Hello, This week I was starting to set up our new support desk. I have mapped the domain to helpdesk.proplanet.nl so now the Zoho Desk website is running under https://helpdesk.proplanet.nl/support/proplanetbv/ But appearantly I performed the wrong action, because the site is not available anymore. Can you reset the domain? I also want to know how this domain mapping is done normally? Our main domain is proplanet.nl I presume this has to be provided as our domain, and not helpdesk.proplanet.nl. We
Can I create folders in a department to categorise the tickets?
Hi there, Can I create folders in a department to categorise the tickets? Please help thank you BR, Betty
Remote Authentication Response Codes
Hi I have tried to use the Zoho Desk Remote Authentication. So far so good. My system gets the request authenticates the user and redirects to the desk. I get the errorcode that the apikey is wrong although its the same value like the example script created. Any ideas?
Due date rule shouldn't fire on manual enter
When I enter a ticket manually and provide the due date in that form, it gets overwritten by the rule that sets due dates for incoming tickets. Obviously not what I want, I just entered what it should be.
Disable Department
Good morning I have a question. I need to disable a department, actually I moved all tickets to other department but the system say that is necessary to move all the agents too, my situation is that I have the same agents in both departments. What happen if I transfer agents? Will be overwritten? Can access in the same way without problem? Thanks
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