Mobile app signature missing after reset
I recently reset my mobile app to bring in changes I made to my signature via the desktop settings and now when I reply to a message, there is no signature at all. I reset it twice just to make sure, didn't work. Signature is gone.
Error with ticket and/or user
I have one user that opened a ticket and for some reason it doesn't act like the others - I can't change the status. I thought it was a ticket error so I opened up another one for him, same issue. He has 2 "accounts" or whatever on the system side, so I'm wondering if someone can contact me directly so I can provide them with the information (ticket number, account, etc) and have them look into what is going on "behind the scenes" with this user and his tickets Thanks
Global email template
I am newly setting up my Zoho Desk. I'm up to looking at the email templates. If I want a consistent look and feel - eg: same header, footer, signature... do I have to change this in each and every individual template? Is there a global setting? Also, I am using departments. Even though my Desk responses to customers will all be from our one company name, do I really need to replicate the same email templates across all 4 departments that I've created? How can I streamline this process? Many thanks.
Is there an email notification when agent change a ticket status
Agent change a ticket status from New to In Progress, will Zoho send an email notification to the customer? I know JIRA does that. It seems Zoho does not?? Please advise. Thanks
Knowledge Base Doesn't Show Up
I was with a client that I had invited to the portal - for her the knowledge base showed up. I then created my own test user without an invite. I was able to use the portal but the knowledge base just says "No Solution available in this portal." I can't figure out wht
Additional Support Email Alias Can Not Receive Verification Email
Hi I have setup an Support Email Alias addition to my primary email address. I configured email forwarding rule in my gmail account and gmail sent a verification email to the email alias permassist@evissupport.zohosupport.com But Zoho never received this verification email and no tick is created for this verification email. Can you help me to have a look? It's urgent. Thanks
Email body
When a ticket was created from an Email, we used to get the 'body' of the email as a thread in the ticket. However, about a month ago it started to come over an an attachment in the thread, and it is unreadable. This is only happening from one particular mailbox, our other mailboxes are still working fine. Any idea why?
Deleted field still shows in customer portal
Hi I am currently customising and regularly testing/mapping new fields and having new dependencies with out Zoho Desk. I recently added a field and mapped it to one category and it appeared in the customer portal. I have since changed my mind about including that category and deleted the field and removed its dependency however it still appears in the customer portal. Is this a bug in zoho as I cannot see anywhere that i can remove it. Many Thanks Nicholas
Customer Satisfaction Survey without details?
I would like to have the customer satisfaction survey presented after every ticket, but I want it to only ask for Satisfied/Unsatisfied. I do not want to collect or ask for detailed satisfaction results as part of this automated process. This would allow for a one-click answer submission from the e-mail the customer would receive - they can click Satisfied or Unsatisfied, and it will record their result without asking for more information and requiring another mouse click. I can change the wording
Accessing Image Gallery not possible
We need all our Agents to be able to work on bulding Knowledge Base content. However only the CEO has the ability to pouplate the Gallery with images... how do we give others access to upload images to the gallery !?
Tickets storaging
Hello, How long will tickets be storaged in Zoho Desk? Will tickets be deleted after a certain time? Thanks in advance, Yorick
SMTP is supporting windows xp with office 2007
We are getting error while sending email from Outlook on windows xp with office 2007? Mail is coming but not going please help.
Zoho Telephony Onlne vs. Busy Status
From time to time, when completing a phone call I am not set as "online" and remain in the busy status. Of course, the phone never rings, then hours later I check my status to see that I have been "busy."
How to share community to customers
Hi, I would like to know how to give access to comunity to my customers. Regards, Arturo.
Time entrered on support Tickets and the impact on Zoho CRM Accounts.
Hi, we will use Zoho CRM and Desk sharing the Accounts and Customer Database. The question is: The entered support time on a ticket on Desk can decrease the amount of the available support hours on the CRM Account? Regards. Fabian.
Zoho Desk Chat Customization
Hi, is there a chance to customize this chat widget (css/html)? Thanks
Can not complete desk registration on mobile device
We are testing the new desk and setting it up for use. In testing the portal, we clicked the accept button in the invite email on our iPhone, and it pulled up the form to set a password. We entered the password and when we clicked the "Register" button it would not do anything. Had to go to PC to complete the registration. Is there a fix to this? As this is not convenient for clients. Thanks!
Original sender address not getting forwarded
Hello; From our organization's webpage our customers can send in an Email request. This is routed through Outlook 365 to the Helpdesk mailbox, which in turn gets forwarded to the Zoho Desk support system to create a ticket. We used to be able reply via email from within the ticket, and it would have the original sender's email address. But for the past month or so it has onl had the Helpdesk emai address, not the senders. Any idea how I can get this changed back to the way it was before? Now
User not receiving email notifications
Hi, My user is not receiving any notifications on our replies. He also tried to sign up on the portal but he doesn't get any confirmation email etc. Please advise. Thanks.
Out of Hours Auto Response
Hello, I'd like to set up some auto response emails, but only when a new ticket is created outside our normal business hours. Is this possible? Rules seem to always want a DATE specified as well as the TIME. Thanks David
Unable to view categories based on Department selection
Hi, I have created two Departments in Zoho desk and added categories.I could not locate the option to add a category under particular department.I could see the complete of the categories irrespective of the selected department in Ticket creation screen Regards, Nageswara Rao
Zoho Telephony Twilio Issue
Hi, I have setup Telephony with Twilio. Everything seems to be working fine, I am hearing the correct messages etc, except for the most important thing. It isn't forwarding any calls to any agents. Every time is says "None of agents are available, please leave a message" etc. What am I doing wrong? I have setup business hours. I have added the agents that should be called, inputed the cell numbers etc.
re-map zoho / Help desk
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? Where can we find the URL for my Zoho desk?
Sender blocked
Good day. Since last Friday, 17th of February, when trying to send answer I'm getting following error: Error while processing the request! Unable to send message;Reason:554 5.1.8 Sender Address Blocked I've already submitted several support requests, tried to contact you via chat in CRM several times, but to naught. What the hell your client should do to get unblocked? More so, I'd like to hear a reason for this as well.
Set SLA by Due Date
Hi, Can we create a SLA if a ticket is not resolved within the Due Date. If Yes, could you let me the steps for creating SLA Thanks, Nag
Phone Field Not Synch'd Between CRM & Desk
New customers are automatically created in zoho crm, via our website. I have all fields mapped in the integration between zoho crm & desk, but the phone data is not synched from crm to desk.
Triying to set the email channel I get "Domain name already exists. Kindly provide the new Domain name.
When i go to setup > channels > email it show something as in attached picture When i try to click save, show "Domain name already exists. Kindly provide the new Domain name." when i try to key-in others name and click save it say "Error in mail account creation. Please try later" May be baceause this I cant add ticket by email , also I cant add tickets in portal , I cant Reply any ticket We are in a 15 days test but we want to buy the licences and start to work as soon this was working Tks a Lot
Sub-Category
How can you create a sub-category that is related to the main category? I.E., Category: Hardware Sub Category: PC Mac Monitor Printer Category: Software Sub Category: MS Windows Adobe Photoshop MS Office Currently, when I setup the cat and sub-cat, they are not related. Selecting a cat (ie., hardware) doesn't filter out the sub-cat choices.
Edit font ??
Anyone know how to edit font style in CSS? it seems as if there is a way with CSS though it doesnt seemt to work https://help.zoho.com/portal/kb/articles/advanced-help-center-customization-using-html-and-css "The custom CSS will be applied to all the pages on your Help Center. " (Trying CSS since all font styles doesnt come along when you copy > past from text editors such as word and there´s no other way to edit font style in your articles in zoho desk)
Product List In Ticket Generation
We want to give access to customer zoho desk but customer is able to see all product. I have related some product to hime but still he can able to see all product. I want to restrict customer to related product. How can I do any idea??
Voicemail cut off after 30 seconds
We use zoho desk & telephony with twilio. All of our voicemails are cut off after 30 seconds. Is there anyway to configure/change this so our customer's voicemails aren't truncated?
Turn Off Closed Ticket Notification
How do I permanently turn off the closed email notification to customers? I don't want them getting a separate email every time I close a ticket, and I don't want to make sure I adjust the "close ticket" button in the ticket before I close it each time. Thanks!
Turn Off Spam Folder
Hello, I am using Zoho Desk and many of the emails coming in from my customers are going to the spam folder. My email domain already has a spam feature, can you please turn off the spam folder in my zoho desk account? brian at lostplate dot com is my account email. Thanks!
Problems adding tickets
Hello, Lately I have problems creating a Ticket, more specifically in the field of accounts. When I create a ticket coming through an email and try to create a new contact and associate it with an account, ZOHO automatically completes with an existing contact from another account and automatically prefixes with a new account name. Bests regards
remove captcha from feedback widget?
Is it possible to remove the captcha from the feedback widget? Our widget is only displayed in the context of an authenticated user who has already logged into the system, so our spam concerns are minimal.
Using CRM and Desk Integration
Hello Zoho Team, we want to use the Integration of Desk and CRM. Its good that we see the Tickets submitted in the CRM Profile of our Contacts. But if no Contact found, CRM should NOT create a new contact to put in the info about the ticket. How can we handle this issue? Kind regards
Modify Ticket #
Is there any way to modify the automatically generated ticket # in zoho desk? We are planning to replace Cases in CRM with Zoho Ticketing and we dont want there to be any overlap. I was hoping to start the ticket #s in Desk at a higher number. Thanks!
How do I Delete Knowledge Base Articles
We have some older knowledge base articles for software we no longer use - how do I delete those articles?
Tickets going to SPAM
Hello; Over the past 2 weeks, we have been seeing more of our legitimate tickets get created and routed to SPAM, and periodically what would have previously been marked as SPAM does not. Have there been some recent changes in the SPAM filtering criteria? Can this be corrected? Thanks
How do I delete all open and closed tickets?
I've made some test and I'm ready to use Zoho Desk in production. I need to delete all my test tickets.
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