Is it possible to trigger a workflow rule when an agent replies to a ticket?
I can see how to trigger a workflow rule when a client replies to a ticket but I need to trigger a rule when an agent responds to a ticket. Is this possible? Thanks
Is there a way to get a direct link to an attachment in the Knowledge Base?
We would like to include direct links to attachments in the Knowledge Base to use in email templates both to clients and between departments since there isn't a way to create templates with attachments already attached. However, there doesn't seem to be an easy way to do this. Is this possible?
Help! I've set domain re-mapping to our website by mistake. Can't reset it myself.
Please reset our Zoho Desk domain to it's default state. Thank you in advance. Is there a way to do it myself?
How to make feedback widget works properly?
Hello! I'm trying to implement the feedback widget on my site, with no success so far. The problem is the feedback widget uses jquery 3.1.0 which is overwriting the jquery I'm using on my site, which is 1.11. My site stopped working because of the widget. I'm not able to upgrade the jquery version righ now so I would like to know if there is another way to implement the widget. Thanks! Julio
Trouble Enabling Live Chat
I can't seem to enable live chat.. When I go to my organization, I turn on the chat, it tells me it's enabled. I looked in my department, I looked at the chat settings, and its just a blank screen.. Also notice no matter how many times I enable Twitter/Facebook on these pages that it doesn't save... Thanks in advance for help.
Help with workflow rule needed. Defining proper criteria for "From Email Address"
Hi, I'm building some automation upon request creation and need help with proper criteria defining. We have a department, that have more than 1 incoming email (from email address). How do I build a proper criteria to check that "From email"? I tried: - "To Address" is "mailbox@domain" - "To Address" contains "mailbox@domain" - "To Address" contains "mailbox" - "Email" contains "mailbox@domain" Is it case sensitive? Thanks.
Is there a way to make request attachments 'internal only' so they can't be viewed through the customer portal?
Hello, We have noticed that all attachments added to the Request is viewable to the user via the customer portal. Is there an option to hide attachments added to a request? Since we track internal research against each request we often need to attach sensitive documentation that is for internal purposes only. We do NOT want the client to be able to view some of the attachments. If there is not a current work-around for this, do you know if this ability is slated for any future builds? Thank you!
Android App Attachments?
Is there anyway to upload attachments through the app when responding to tickets?
Notification " A new ticket has been submitted"
We are testing the ZOHO desk in combination with ZOHO CRM. Now we receive every hour a new email that there is a new ticked has been submitted. This is for all the tickets that are in the system ( closed and open). I disabled all the notifications but sill we receive the e-mail. What could be the problem, is this because of the test version?
Direct Assignment Rule using criteria Account Owner or Contact Owner
Hello, I saw in this thread that there appears to be a way to create an assignment rule based on the Account Owner field. However, when I attempt to create a new Direct Assignment Rule, those fields are not available in the criteria drop down list. We do have CRM and Desk set to 2-way sync and can confirm that functionality is working. Can you please provide more detail how to assign tickets based on the Account Owner and/or Contact Owner fields?
Auto-Assigning Reopened Tickets
Hello, Is there a way to set up a rule to auto-assign a ticket reopened by a customer to a specific agent? THANKS
Generating Tickets from only certain email ids
Hello, We are trying to enable email forwarding from outlook to automatically generate tickets in Zoho Desk but are facing a problem. We only want to generate tickets from the email ids configured in contacts in our Zoho Desk and no ticket should be generated if there is an email from some other id. We also want to send an email to the email received from a non configured email address requesting them to send from the registered id. Please help. Thanks, Rohan Shah
Zoho Desk Email forwarding is rejecting for 1 in 4 emails
Please help. Over the last month we had 900 emails sent to my company support email which flows through Google Apps for Business to Zoho Desk via a hard forwarding rule. Zoho rejected roughly 20% of those emails - see image of email message - https://goo.gl/dYwyoh . Meaning that the customer emails were never received - resulting in $10K in lost orders and $5K in damage issues, e.g. customer requesting to cancel their orders which shipped due to the fact we didn't get the their request. This previously
Sending emails
Are you able to send an email from within the Helpdesk without them raising a ticket first? It seems like I need to integrate G Suite but not sure how. Thanks :) Victoria
Query.
Hello, Hey i want to now more about help desk software. need guidance...! thanks, For More Refrence: Product demo video
Tried domain re-mapping to my website and now can't get into support again
I tried to re-map zoho support to my website domain but must have got something wrong. Now everytime I click the zoho support it takes me to a dead page on my domain and I can't get back into zoho support to change the settings. Does anyone know how to get back to the original zoho support if a wrong redirect has been entered in the mapping setting? Thanks in advance.
Suggestion to improve functionality
Here is a suggestion for a future Zoho Desk release. As is stands now, the process of responding back to a user from within a ticket is just back-and-forth - for example: User submits a ticket with a problem. I reply back asking for more information, then I wait. They reply back to my question. I ask then another question, then I wait. They reply back again What I would like to see is the ability to send them more than one reply without waiting for them to respond - for example: User
Can I initialize certain fields in a ticket
In the ticket submission I would like to be able to initialize some fields (for instance Category, Priority or Subject) via a link in the URL, or by some other mean. Is it possible? Thanks Hernan
some tickets go automatically to spam mailbox
Hi, i don't why but some tickets goes to SPAM mailbox or non desire (i have in spanish translation). As a result, if i search this tickets even with the ticket number it doesn't appear. By chance y see it in this folder. To questions about it. Why this tickets are in spam mailbox and how can i move it in order to be searched?? Regards
Sending an email when a ticket is created
Hello Here's a question from our support agents: Is there a way to send an email to the customer when creating a new ticket in Desk? The way I see it working now, when a ticket is created, you have to go to that ticket, then reply all to get an outgoing email to the customer. Is there a way to remove that extra step? Thanks Peter
Assigning ticket to an agent in another department.
I have 4 departments. One of them, "General Support" is the default department. When a ticket is submitted, I don't want everyone in that department to get a notification, just 2 of us. How can I designate which agents get notified when a new ticket is submitted.
Have the Time Entry section Description field pre-populate with a template?
Hi All, As the title says, we'd like the take the Time Entry section pre-populate with a template so our techs can just fill in the blanks instead of typing in the whole lot. Something like: Date completed: <blank>, Work completed by: <blank>, Fault reported: <blank>. Resolution: <blank>. This would really help out our admin staff so they don't need to re-write invoices if a tech does a sloppy job with notes... Is this possible or not at present? Look forward to hearing from the community! Kurtis
Problem being redirected from eu to com
Good morning, I have created a trial helpdesk with one of my company email accounts and invited myself as an administrator. But every time I try to login to the .eu helpdesk, I'm redirected to the .com site. I though I made a mistake and set up a trial helpdesk there as well, but still want to login to the .eu site. So, how can I - delete the helpdesk site I created on the .com entity? - login with my account to the .eu helpdesk I was invited to? Thanks for your answer
unable to login zohodesk
I cannot login my zohodesk, I get this message... what can i do?
Zoho Support + Zoho Assist + Google Apps Integration
Are you planing to integrate these two? Also how about integrating them with Google Apps so we can create cases from incoming emails or send a remote support invitation from gmail? Jorge
Ticket can not get customer's email response from 2nd time response.
Hello ! We are testing zoho desk to manage tickets. When customer(my test account gmail) made a ticket then I can reply then customer can reply my email. But I don't know why ticket can not get this customer email, when customer response my email 2nd time. There is no spam folder and any where. So customer responses are disappeared from 2nd time response. This is really critical issues. Is there any solution for that ?
How I can customize zoho email template?
I'm facing issue to set up customer response on a ticket. I like to customize the response like.Currently, I am not getting any info in email notify about ticket history. I want to get all historical discussion will be part of that notification that just-just response on existing ticket. is it possible? How I can setup this. If someone already has customized template. Please share with me Waiting for response
Disappearing Import/Export Function
After working with the trial version for a few weeks, I've upgraded to the Professional version and have done a few test uploads of Contacts and Accounts. Yesterday, without changing any Permissions settings, the "Import/Export" option disappeared. It has been replaced with "Import History." Again, I have not changed any Permissions settings. My profile remains Support Administrator and the Administrative Permissions still have Import Records enabled. I've logged on and off a number of times to
Content doesn't appear in the portal home page
the customized portal is here: https://support.morphisec.com/ which you can colored but empty. no widgets and no content. and content appears to logged in users only. some of the content we have there is marked for all users. the default portal is here: https://desk.zoho.com/portal/morphisec in which you can see the widgets and test content.
View previous customer history by email address?
Hi Zoho support, Thank you for your excellent product. Is it possible to view previous tickets, grouped by the same email address of the customer? I have a customer who contacts us every few months. She uses the same email and different aliases every time. She's a little "cooky"... It would be a nice feature to get to see if we already have an email address in our customer database. Please let me know if such a feature exists already. All the best, Ron
Auto cc emails other than the support mailbox
I want to automatically cc another email address however it appears that I am not able to do that.
Message preview in ticket list mode
Hello, Is there a way to turn on a preview of the ticket message so that the first line is visible from a view like list mode? This would work similarly to how email apps like gmail or outlook preview the messages in the inbox. In the attached image, a screenshot of list mode of tickets in desk, the space between the ticket title/subject and status would have a line of preview text. Thanks Peter
Web-To-Case: Account appended to Contact Name
Hello, We are currently experimenting with the free version of Zoho Desk and web-to-case. When we submit a case with an Account and Contact, the system creates a User account in the format {Contact Name} {Account Name}. Is there a way to have the account created in accounts, the user under the account and a ticket associated to the user and account?
Automatically logs me out too soon (zoho Desk)
I'm being automatically login out of Zoho Desk every 10 mins and I'm getting delayed tickets in Zoho Desk
"This name is taken." error
We see this error come up mostly. We have created some Knowledge base sections, then deleted them (for instance the name is 'FAQ'), We receive this error when we try to add a section with the same name ('FAQ') How can we get past this? Thanks in advance, -- MD
Adding a report into portals
Hello, I need to add a report into our customer portals which will - hopefully - automatically update on login. The report would display as a graph rather than data. If it can't auto-update, we can run the report from a button. We intend to customise our portals with CSS and HTML to match our website. Can we customise the portal to allow these reports to run? One of them will be generated from an in-house SQL server. Do I need to use Deluge to do this or would it need to run in an idea me or similar?
Portal Customization : Changes not visible on my subdomain portal
Hello I have a big issue with the customization feature : 1. CSS Everything are up to date on Preview and https://deskportal.zoho.com/portal/<myname> But nothing happen in mysubdomain.mydomain.com/portal 2. Tabs configuration is ignored I turned off some tabs but the configuratio is ignored in preview reloaded after publish confirmation. And nothing happen in mysubdomain.mydomain.com/portal nor https://deskportal.zoho.com/portal/<myname> Thanks for your help !!
Upload Image Not Working
Uploading image is not working for agents account.
Log a ticket received by email
How do I log a ticket in Zoho desk that was received via email as the original sender address? Is there a #... that can be used in the email message body.
Open tickets are blank
We are unable to read and respond to any of our support tickets. All we see is:
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