Tickets submitted via email are not being received
Hi, We are currently trialling Zoho Desk. I have gone into Setup > Channels > Email and have setup a support email address (eg: XXXXX@username.zohodesk.com). Email Fetching is switched to On. We are currently testing and have sent a number of emails to the email address above but, nothing is appearing in Zoho Desk. Unsure what to do?
Auto assign SPLIT TICKETS
When I am the assigned agent on a ticket, and I want to split off a reply into a new ticket, I want that to keep me as the agent on the newly split ticket. Prior version automatically kept me as the agent on the newly split ticket. How can that be accomplished that in the new version? thank you Jim
Cannot attach file to KB articles
I'm trying to attach files to KB articles and the attachment dialog box just continually says "Loading" - see photo. I've tried this on different articles and in different browsers. Help is appreciated!
I cannot receive an E-mail from a customer
A customer sent me more than 260 tickets in zoho support, and since March 1st, I cannot receive e-mail to my zohosupport adress. Do you know if we have a black list somewhere? regards
Downloadable document.
Hello is there a way to add a downloadable documents to Zoho Desk? I have a need to add FAQs, KBs, and Guides to our Support Center. For better user experience I want for my customers to be able to download guides that I want to add to my Support Center. The guides would come in a form of a user guide, installation guide, and similar docs. Thank you.
Is there a way to import a word based KB?
Before using Zoho desk I created a number of KBs in word with steps, bullets, text boxes, and images. Is there a way for me to import a word KB into Zoho Desk? Copying word KBs to Zoho Desk is a very frustrating process. Also the amount of time it takes to create a KB in word is quick, when trying to do the same in Zoho desk it take a lot more time to create KB. Thank you.
When replying and closing a ticket, two emails are sent.
Hello, We have the Professional Edition. When we reply to a ticket and "Send and Close", two separate emails are sent out. One notifying the User of the ticket closure and one containing the reply to the User. We would like to have those two emails combined into one email so that the body of the email contains the reply as well as the notification of the ticket closure. How would we go about achieving this? Thank you. Keith B
Channel Field In New Version
Dear Support, I have added a value to the channel list. But we could not see this new value in new version of Zoho Support. We can see new values on older version. Thanks.
Eliminating "due date"
I don't use the "due date" function on my tickets. It's just not something I use at all. On the old Desk system, I could just "delete" the due date. On the new version, I cannot. So if someone sets things like Priority and Classification, I can change these to "none" but I cannot "blank out" the "Due Date" field. Please advise on the method to remove a previously set Due Date completely in the new Desk version. Either that, or let me know how I can actually prevent someone from even setting one
Can't access own support site at all
Apparently my SSL payment for the group cert is due and no one told me about it so they just removed me from the list and now not only is my support page inaccessible by normal web browsing but I cannot even access Zoho Desk myself!!! This is BAD!!! I also have been travelling for a week so I have no idea how long it's been this way! This is the error page I get!! Your connection is not secure The owner of support.turbosaquatics.com has configured their website improperly. To protect your information
Updating a Dashboard
I want to do one of 2 things - 1. Be able to Update the Resolution Time Dashboard to filter out certain Tickets, Subjects, etc. OR 2. Use one of my existing reports, I want to be able to add the Resolution Time field. I cannot see how to do either of these. For that matter, I would like to do the same thing for Initial Response Time.
Text Editor in Zoho Desk: Bold Not Working
My team just started using Zoho Desk, and unfortunately, we've found that the text editor leaves much to be desired. One huge sticking point is that making text bold doesn't really work. When text is highlighted and Bold is selected, the text changes very, very slightly. Unless you're looking closely, the text doesn't appear to change at all, though the editor shows the Bold styling button as "pressed," or affecting the selected text. Has anyone else experienced this issue? I know it seems like
DeskWidget changes font-family
Hi Guys, when i try to add the DeskWidget (Feedback Widget) to my web application, it changes the font-family of the whole application? The font style is overwritten with: body { 1. font-family: ProximaNovaRegular !important; } Out of this files: https://css.zohostatic.com/support/fbw_v3/css/ZSFeedbackPopup.css We need your guidance! Thanks for your support! Cheers
Customer Portal Customization Issues
I'm having a couple issues trying to get my customer portal the way I want it to. 1. I'd like to remove or change the text in the top bar of the screen and I'm having a hard time finding how to do this. Right now it's saying my company name but my logo right next to that already says the company so it's really repetitive. 2. I'd like to add more clickable icons like in the "Customer Portal Essentials" section. How am I able to add these?
Changing status of a ticket is not working
Hi all, when im trying to modificate a status of a ticket,for example from open to closed, appears a popup that says: "The ticket has been succesfully updated" And then a message that says: "The allocation rules ofthis ticket has modified the Ticket" Click on update, and the status of the ticket comeback to "Open". Can anybody please help me on this? Im the administrator of this account, and im not being able to close a ticket. The allocation rule says: Tickets directed to any department, that contains
Choosing a recipient
Hello, When a new customer sends an e-mail, the new customer will be automatically added to the client database. The customer's first and last name will be automatically put into the field 'Last Name'. When the customer's first and last name are added like 'Test User', there is no problem. When the customer's first and last name are added like 'User, Test' (with a comma), we will get an error when choosing this customer as a recipient. For example, we will choose the customer as shown below: When
Ticket reply template
We have the professional version of Zoho Support [desk]. We have 2 departments setup and now have created a different Email address to be used for each one. I used to be able to find the Email template that was used for replying to tickets - I need to go in and change the second department to use the new email address. However, I can't find this - where is it located?
Different ticket ID's
Hello, Is it possible to have 2 different types of ticket id's? We support 2 different brands with the same helpdesk (with different e-mailaddresses of course) and we would like to seperate these ticket id's completely. I have read that it is not possible to have custom ticket id's like p101 and e101. Is it possible to have to lines of ticket id's based on the support e-mail/deparment it came in from? So let's say every tickets made in department A will count from #000001 and all tickets made in
Changing data type
Dear Support, Is there any way to change data type of one of the existing field ? We have created a "pick list" but in reports we could not count total number of this list. I thought that this issue being happen because of the data type. How can we revert this ? I need your recommendation. Thanks in advance.
Enabling a department
I am on a paid version of Zoho Desk - Professional Edition but I cannot enable a department. As far as I know I should be able to have 10 active departments. Why is this happening?
Gmail Calender İntegration
Dear Support, Is there any way to integrate Zoho Time Entry's to the GMAİL calender ? If I would add a time entry for a ticket, I have wanted to map it to the gmail calender. Thanks in advance.
Creating macros in Zoho Desk - Can I reference a field on an incoming ticket?
Hello, I am working on macros in Zoho Desk to simplify our workflow. When creating a new field update can I use a variable or dynamic value in the "create assignment value" dialogue? For example, can I reference the incoming ticket's CC or subject field? I've attached a screen shot of where I'd like to enter the variable. Related - is there a tutorial or reference for building macros and referencing data from the system? (beyond what is available at this link https://help.zoho.com/portal/kb/articles/creating-and-using-macros-to-update-tickets)
HELP! Email and Department Changes
Is it possible to move a ticket to a different department via email, thereby enabling users to quickly collaborate with another department and "assign" it to that department as well? If not, is it possible to set up a custom function for moving from one department to another? Thanks so much in advance!
Broken Link between Desk and Subdomain
When my webteam set up our subdomain they did not properly forward the CNAME. Now I cannot access Desk, because it is going to a broken 404 link. How can I unlink it?
Error setting up my email channel
Hi, I have the zoho desk Professional Subscription, but when i try to create a email support for a department i cant do it. It show me an error on the top of the scrreen saying me "Lo lamentamos, no es posible procesar su solicitud. Inténtelo de nuevo más tarde."(sorry, it is not possible process your request, try again later). It happened in whatever department I tried, even when i create a new department. Please help me with that because we want to separate the department in our organization. Best
Email Department error
Hello. Everytime I tried to create the email address for one of my channel it says error, please try later. I've been wating more than 24 hour but I still can't.
Activation Email
Hello, I have new users beginning to use our Desk however we have some users that are unable to register as when they select the register button on their confirmation email, it does nothing. We would appreciate any help on this matter. Thanks,
Email channel error
Hi When I try to ceate the email channel I recevei an error saying that the domain already exists. But it doesn't. Could you please check? Thnaks, Mauro
the edit box of description
On the RequestsTicket tab of my Desk, the the edit box of description can not be entered in Chinese. How do I customize the default format for the description when requesting a new ticket? Such as plain text. Email has become a vital part of everyday life.
Using chrome addons for expanding/pasting text
Hi there, I have a question about using text expanding/pasting addons. These addons save a lot of time by pasting sentences and phrases that are predefined. For example, I will use TU as a shortcut for "Thank you for contacting us". I use addons like Auto Text Expander or Prokeys. However, I noticed these addons don't work within Zoho Desk. Is there a way to make them work? Is there a feature in the Zoho software for something similar? Thanks in advance Ron
Zoho Desk Solutions (Knowledgebase) , and Zoho Support (Opening a ticket) not working
Anyone else having a problem accessing Solutions articles in Zoho Desk? Similarly, we're unable to get to the Zoho support center to open a ticket about the same. We get the following error. And we can't even type in the Name and Email address field. I usually don't come here to post high priority issues, but unfortunately, in this case, we were forced to. Zoho, would appreciate a response on this. This IS high priority. Thank you,
I can't file from Garelly
Hello team, I'm worried that I can't files from Garelly. When I delete files from Garelly, show message "Unable to delete due to an unknown error.". I changed Browser, but the result was the same. How can I deal with it?
Old version
Hello, This morning me and a collegue logged in the Zoho desk but it started up in the "Old version". If i click on "Try new version" it stays in the "old version" . I tried it in Firefox & Chrome but it seems user bounded since other collegue's don't have the problem. Could you check it out.
customer portal chat configuration
How do I configure the look of the Chat that shows up on the Customer portal. I have web embeds for my custom sites, but dont know where to customize the default chat that shows up on my customer portal . Font and look does not align with the look of our support site.
Customer portal unstable
It can take very long before our Customer Portal shows up and in some cases only some content comes up. Is there something wrong during the load? Could you investigate support.cbxmarket.com
Import from Atlassian Confluence Wiki to KB (Zoho Desk)
Hi Guys, we are moving our CRM to Zoho in a few weeks, it will be a fresh start so there is no problem there, but we have also Confluence from Atlassian and we need to move the wiki to Zoho Desk KB. The struggle is that Confluence allow us to export it in HTML, XML, and PDF, but not in ".xls" or ".cvs". Is there any chance to Import it easily? Thanks in advance.
How to Add customer in zoho helpdesk
How to Add customer login ID and password for login to Helpdesk.
Email channel error
Hi, When I try to set the email channel I got an error saying that the domain already exists. Could you check it, please? Thanks, Mauro
Customer Portal Error:
When a client accesses the Zoho Desk Client Portal, upon completion of a new ticket, this error appears. Other error All required data is completed. This happens with Chrome, IE and Microsoft Edge. Attachment Screenshots of the problem with different clients. Esteban Elias Preventa Tecnica - Educacion Xpears.com
Export custom data in excel format using free version.
Hello, I currently use the free version at ZOHO Desk and I have a question. When I customize some report, can I export the custom data in excel format? If it's possible, how can I do that? Best Regards, Gabriel Araújo Hernández
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