Chat in the signature of our emails
Hi all! We are planning to add an image or bottom (something like Chat with me!) in all the e-mail's signature of our agents in Zoho Deks but in our oganitzation we use also Zoho Sales IQ, how we can proceed in order to avoid issues? Thank you!
Comments not being recieved & same notifications being recieved every hour
Hi Zoho Team, My some of our clients have informed us that they are receiving the same ticket notifications over and over. Some are receiving it on the hour. Also, some clients are not receiving the reply/comments that we made public which is causing issues as we are now missing SLA's due to the clients not responding to messages they are not receiving even though we have sent a reply. Please could some look into this and let us know why this is happening and also correct this. Regards, Dwayne
Forms
Good day all, is it possible to have multiples forms ( hosted under the "Help Center"). E.g. a form a manager can complete to create net work accounts for new employees.
Department head access
Good day all, I want to know if is possible to give access to all tickets for a particular department to the manager of that department. e.g. a manager would be able to logon and see the status of the tickets for her or her department
Help Center Creation
Hi, In our company we have two different brands (Brand1 and Brand 2). And each one has its own department in Zoho Desk. By default, Zoho Desk creates a portal with the URL https://deskportal.zoho.com/portal/brand1 Now, I'm trying to create a new Help Center with the URL https://deskportal.zoho.com/portal/brand2 but Zoho doesn't allow me to do it. It is possible to do this? At this moment, I'm not able to create a subdomain in my company's domain. What else can we do? Thanks for your help.
Deactivate spam filter
Hello, Please deactivate spam filter for my portal. Regards, Kunal
From address not working
Hello, The from address is not working and i have insert my custom email everywhere in each template. Please look into the matter, i have been calling you but no one is picking up.
Custom Functions
When trying to create the Custom Functions i am Getting this error as Unable to process your request
If I merge two tickets, will I be able to read their original information?
Hi there, If I merge two tickets, will I be able to read their original information? Please help thank you BR, Betty
Moving tickets from one department to another
Hello I need a support with this situation, can I retain an agent assigned to a ticket and the status when moving it from one department to another? Thank you
Employee Absence
We have a support mailbox setup such that all support inquiries get put into a round robin and support tickets are evenly dispersed. If, for example, an employee unexpectedly leaves work 2 hours early, what is the recommended way of dealing with the tickets he or she might be assigned during their absence so that customers are not adversely affected? If one agent only works from 9 - 2 instead of 9 - 5 what's the best way to deal with this?
What's the difference between "thread" and "conversation"?
Hi there, What's the difference between "thread" and "conversation"? Please help thanks BR, Betty
Agent activities registering to different user
Hello, One of our user's is having a strange result in Zoho Desk. When she performs an activity notifications are created that attribute the activity to my account. This is in the notifications list when you click on the icon at the top right of the screen. For example it will say that I reopened a ticket, instead of listing this user's name. We're both listed as Admin - Support Administrator. I was the one that created and setup the accounts for the company. Any idea of how to correct this?
exporting Happiness rating
When I export ticket data to be used as input to Zoho Reports, I don't see the Happiness Rating - why not? Is there some other way to get this information exported?
due date not visible while creating a ticket
due date doesn't appear while creating a ticket... how can i set due date, 2 days from the date of ticket creation...and it shows the time in due date field.. finding difficulty in assigning rule please help me out
Time based trigger
I created a new ticked with a supervise that it will trigger a alert after spend 20 hours on the ticket. This is not working directly but after a period of time. What could be the problem. See attachment where you can see the history.
Is there any way to let unknown user to open ticket and access to live chat?
Is there any way to let unknown user to open ticket and access to live chat?
Unable to add support email address and from address
I am unable to see any options to add or update the support email addresses and add from address on the Support Email Addres page after clicking on the required buttons or links on that page. nothing shows up after clicking on those links/buttons. Firefox: ActualLoading: timer startedShowHomePage.do:6 PageLoading: timer startedShowHomePage.do:6 PageLoading: 442.09msShowHomePage.do:317 JQMIGRATE: Migrate is installed, version 3.0.0 jquery-3.1.0.templates.min.js:1:86706 ActualLoading: 3249.3msShowHomePage.do:173
can't invite a user to our crm+ account and desk
Hi, my new collegue can't be invited to our desk portal. Can you help me with that situation? Thanks
Handling tickets between departments.
Hi, I have more than one level of customer support all are using Zoho desk (I created a department for each level) .The Question is "how can I handle tickets between departments?" according to the following workflow. Dep. A agent create a ticket and he should escalate to Dep. B (move ticket) and keep monitoring the ticket and interact using comments. Dep. B Admin will assign the ticket to one of Dep. B agents. -Dep. A agent ,Dep. B admin and Dep. B agent will see and monitor the ticket while it is
Forward problems
Hello I am having big trouble receiving emails from sales@mydomain.com to sales@mydomain.zohosupport.com It suddenly stopped the forwarding due to "rejected by destination domain" It is extremely urgent. Please help Mariano
You guys are rejecting our emails!!! Need urgent help!
All emails being forwarded from support@luxerone.com to support@luxerone.zohosupport.com are being rejected. NEED URGENT HELP!!!! Some recipients of support@theluxergroup.com might not receive your message. We will attempt to deliver your message to the following recipients, but they failed to receive some other recent messages. Below is a sample of recent errors we received when trying to mail these recipients (these are not errors from your message.) su.....@luxerone.zohosupport.com: Google
Prevent Contact Notification from going out when a ticket is opened by an agent
Hi - wondering if its possible to make the sending of the 'receiving a new ticket' contact notification on the channel that the ticket was opened from. For example - when a Zoho Desk agent opens the ticket from an inbound phone call, we would like to prevent the notification email from going to the contact as we would prefer to send a custom email in that scenario. Thanks,
Empty my database please
Hello, I've made some trial departments and categories before I founded out they are for life. Please restore my database so I can make a fresh start. With regards
Zoho Desk Reports
I need some assistance with the following exported report of the last 7 days from the report dashboard. The numbers don't make sense to me. We have entered business hours of 8am-5:30pm M-F and have sat and sunday with out hours . Does the time still get calculated on these days? it is appearing to and radically changing the resolution time from one day to the next. Date New Support Requests Closed Support Requests Backlog Great! Okay Bad First Response Time Response Time Resolution Time 19
Advanced email customization
Hi, I've been able to create a responsive table for my user invitation email. My only problem is that i'm unable to customize the button to "accept invitation". I also tried to use the "link" placeholder, but in that case appears blue (due to the a href element generated.) Is it possible to: Customize the button (colors, text, size, style...)? Customize the color of the link generated by the placeholder? ${PortalUser.ACCEPT_PORTAL_INVITATION::Accept} Use a placeholder that outputs only the link
Social integrations
Hello, I'm hoping someone can give me some info. I feel like Zoho is way more than I need and seems complex but that if I get it sorted out maybe it can work for me. I'm just hoping someone can answer a few questions that I can't seem to find. My trial is for Zoho crm plus but the main issue I'm trying to solve is help desk type issues but with Zoho it seems you need a lot of different products to get things accomplished so I got the Plus. I'm trying to find out the relationship of how the help desk
All tickets not shown
I'm testing Zoho desk so maybe I've set something up incorrectly since I'm new to this system. I've set up 3 email accounts - each one linked to a separate department (including the default). When I pretend to be a customer and send emails to zoho desk from various email accounts not all of them show up in the all tickets screen. I have sent 5 tickets from 3 accounts - only the first 3 tickets appear in the all tickets screen. When I accept the registration as a customer I can see my 3 tickets there
Layout of Tickets Screen
Is it possible to change what information is on the Tickets Listing screen? There are a few other pieces of information which would be nice to see on this screen (Product or Category) or potentially a custom field. This is something that I think would be great to be controlled at either the Agent or Department level. I've been getting good feedback from my team, but one big concern was ticket organization. Thanks! Ernie
Present Agents with Required Bug Reporting Fields in Desk and Pass CRM Information in to Bug Tracker
Is it possible to make the required fields in BugTracker show up when users go to add a bug in Desk? If not, I'm not totally sure what the point of having these required fields is in the first place. Not being able to require users to provide certain information is a bit problematic when it comes to reporting bugs. As far as my second question goes, is it possible to have BugTracker fields automatically populate with relevant customer information pulled from the ticket such as the contact's name
Would like to know all zoho desk apis
Hi, I been integrating ZohoDesk into our application and found out there are other APIs which are not mensioned in Developers guide. so i would like to know all zoho desk APIs. Thank you. Rama.
How to completely change helpdesk name / email or delete it to start from scratch?
Hello, I was trying to create a test helpdesk before trying to use it with my official Zoho Account, it asked for my email, helpdesk name and other stuff. I used the test data, but my Zoho account was signed and now the test name is under my official zoho account which I cant afford to have it. The test name is all over the helpdesk. Is there any way to delete it completely and start from scratch? If so how? Otherwise, how do I completely clean the helpdesk name, email, etc? Everytime I try to change
how can i change old version zoho support?
I can not find the button to go back to the old version from my profile menu for a week ago. Could not I go back to the old version in the future?
Department overview on home page?
I'm testing zoho desk (professional level) to see how it compares against Helpscout (which I already use). Since I use Zoho CRM then using zoho desk would make more sense. At present I'm a one person company but I set up departments because I'll be receiving emails from my clients for different things such as general support, webcare plan support, technical support etc. With my current provider I can see at a glance on my dashboard the number of tickets that have come through to each email address
My company email address keeps getting blacklisted in Zoho servers, anyone else having this issue?
My company email address continues to get blacklisted (marked as SPAM) by Zoho Servers. This has happened about 3-5 times in the last 6 months and the impact is that emails never make it over to Zoho Desk. Every time I contact Zoho Support they eventually get back to me (not timely I will add) and say they have added the email to the SPAM list and the issue goes away. Why does this keep happening and what can be done to prevent it? Thanks, Hunter
First Response Time in Reports
Hi, Can you tell me if it is possible to show a list of tickets with their first response time? Thanks, James
Where to find unique system ticked ID or Case ID
I am trying to program custom function for Tickets in Zoho Desk and as parameter I want to use ID but when I want to test function I cant find nowhere ticked ID (its not in url as in CRM or other services)
how do i delete attachment files in my ticket?
Hi there, I tried sending a ticket, but I guess the attachment files are too big, is there anyway that I could delete some files? thanks BR,
[Reports] Search by Executed time
I'm trying to pull a report and unable to choose "executed time" as a search filter. How can i do this?
Knowledge base password
Hi, I'm setting up a knowledge base and community forum for our organisation. I've setup a test account using my personal email so I can see how it will look to an end user, however i can't login as I've no password. When i click on the Forgot password link to reset it, I dont get any email with instructions. Why would this be? And is there a workaround? Thanks Jane
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