Data Storage Limit for Free Version of Desk
What is the data storage limit for the free version of Zoho Desk?
Tickets calculated in Resolution Times
Is there a way to create a status or a flag that would remove a ticket from being included when calculating resolution times? We have a status that we use (not a closed one) when a ticket needs work from another department. we need to keep it open so that we can notify the customer when the work is completed, but sometimes this takes months or years and it is really throwing off our ability to manage resolution times. Ideas?
Turn off reply to customer in tickets?
Hi, we are on the free version of ZOHO Desk, and are thinking about upgrading to the full version soon. We pay for licences to ZOHO CRM, and understand that we can attach tickets to our CRM clients within the full version of Desk. However, I would like to know if there is a way to remove the ability to forward or reply within the ticket? We plan on using the ticketing system internally, and do not want to use any of the public / client interaction functions. Basically, I do not want my staff accidentally
Tags in Dashboard
Hello and greetings from germany, we are currently testing Zoho desk and we hope we can switch from zendesk to your program, as we are already using zoho crm. Is there a way to get a Dashboard or a Reporting on Tags. We are a Software company and tag our tickets on different parts of our product. Now at the end of a month or on a weekly basis, we want to see how many tickets came in with specific tags. Is this possible?
live chat doesn't work!
Hi, in our zoho desk portal, the chat was active but it didn't appeared in our customer's profiles. They were not able to see the chat icon and chat with us. I tried to deactivate the chat and reactivate it but it's not possible! And this is a HUGE PROBLEM for us because we need the chat to work with our customers! when I click Setup -> Chanels -> Chat -> Enable chat it appears an error message that says that's impossible to process request at this time. Please try again later. We need to reactivate
features of Trial Version
what are the features available after the trial version
From Email Address Not Available In Templates
When saving email templates, the "from email" field is not displaying all of the from email addresses that I have configured. I expect to see all of my verified from email addresses that I have setup for my account. As you can see the "artist" email address is missing from the template selection. See screenshots attached
Setting "from address" per agent
We have FROM ADDRESSES set up for each agent, and what their from address to automate when they are replying to a ticket. Is that possible?
Unable to save SMTP details
Hi, We have recently noticed that our email replies from Desk is not going out to our customers since early December which we think this could be due to the new change from Support to Desk. Upon further checks we have noticed that our SMTP details was left blank therefore proceeded to reenter the password details however it refuses to save with an error code "Error while processing the request! Unable to connect SMTP server: mail.domainname.com, Port: 465". Appreciate your assistance at the soonest
Skype Button
Trying to add Skype button in Zoho Support customer portal using this script (From Skype site): <script type="text/javascript" src="http://www.skypeassets.com/i/scom/js/skype-uri.js"></script> <div id="SkypeButton_Call_xxx"> <script type="text/javascript"> Skype.ui({ "name": "call", "element": "SkypeButton_Call_xxx", "participants": ["xxx"], "imageSize": 32 }); </script> </div> (I've replaced Skype user name with xxx) HTML gets mangled by Zoho support site. Any
Why aren't zoho desk notifications able to route via SMTP
THough we've configured SMTP in our Zoho Desk, we notice that all the contact notifications that we send out are still sent from our custom from address via service-mailer.zohosupport.com Why aren't we able to send directly via SMTP though configured ?
Gallery doesn't work
I'm trying to editing an article but the galley icon doesn't work. I need to insert a picture in my article...
Update to Planned Maintenance Activity
Hello, everyone! Seasons Greetings from Zoho Desk team. You might have read our post about the planned maintenance activities in our Data Centers from 23 Dec 2016 to 30 December 2016. We do not expect any service disruption, except for a few minutes in between, when we start the maintenance and while we resume the services. Those of you who're using external SMTP server and have whitelisted our IP addresses for sending emails, please add the following server: sender.zoho.com to your current whitelist.
Sync with Zoho CRM
First I setup one way sync of Accounts/Contacts from Zoho CRM to Zoho Desk and contacts were not coming over. Then I deleted the integration and tried the two-way and cant get that to work either. There is no indication of an error. I'd really like one-way send of Accounts/Contacts from CRM to Desk. What might I be doing wrong?
Cannot access tickets
Hello, Starting about an hour ago, I cannot access anything on my Zoho Desk account except the default ticket list. Every time I click on something (open a ticket, try to access the dashboard) it seems to try to log me in again (I briefly see the Zoho login screen in the main area), then realises I'm logged in, bounces between accessing accounts.zoho.com and support.j5int.com (which is our redirect for our Zoho Desk account), then finally loads the default ticket view again. Please help. regards,
Feedback widget alignment problem
I have added the feedback widget to my web application. When it is open the heading doesn't align properly so there is some whitespace under the heading and the Minimise and Close controls are offset. I've seen the same problem in both firefox and chrome (latest versions) This alignment problem also causes the popup screenshot menu options to be offset. See the attached screenshots for examples of the problem. Is there a way to fix this? My web application is using the bootstrap framework.
Customer Portal Automatic authentication
We want to integrate the Customer portal directly from within our application. Users of our application are already authenticated and we would not want them to login again with other credentials to the Zoho Customer Portal. Is there a way to pass on the credential information from our own application to Zoho Customer Portal in such a way that if they create a ticket it will created with their credentials?
Open or download attachment in Knowledge Base article
Hi; While testing Zoho Desk I realized that I can't neither open or download attachments of articles from the KB. No matter if they are old attachment or just uploaded files. The error that's displayed says that the URL was not found. Best Regards
Zoho is not updating my account
I upgraded my Zoho desk account to Pro, and it is still not allowing me to add more "from emails" -- What do I do? This is an emergency!!
Delete Article Category
I am writing Knowledge Base Articles and organizing in categories and sub-categories. However I am unable to Delete again once created ... how is this done?
Employee away
Greetings, When employees go on vacation they set their person email to "Away". If a ticket comes into the system, their email replies to it but will create a new ticket instead of tagging onto the previous email. That new ticket emails the same agent again and creates another new ticket. Generally 100+ tickets are made before someone can fix this issue. I have had customer complaints and have had to pay people to go through the system to send out apologies and delete tickets. How do we fix this?
Ticket Confirmation and Wordpress SSO
when a user creates a new ticket, he/she should get a confirmation email about that ticket. like you ticket has been created. also, we want our user to login via their worpress.org login. Can we add SSO?
Special Character Limitations
Limitations on special characters are very frustrating! We do some manual exporting via Reports and depend on some special characters. We lost some data as a result of these limitations. Editing an account that has a special character in the Description field, returns an error AND all the edits are lost. Characters were automatically removed from custom pick list items. While I am not a programmer, I question whether special characters are really that difficult to deal with? Is there any way this
Company/Organization on contact
Hi, i'm using the 15 days free trial of Zoho desk, enterprise plan. I would like to assign a company (or organization) to my customers. Each customers has a different company and i can't find this information in Zoho desk Can you help me to find this? Note that I'm not using Zoho CRM in combination with Zoho Desk. I don't have Zoho CRM. Thanks
How long do tickets remain in the system?
We recently started using Zoho Desk. I can see that report date range cannot exceed 180 days. Do tickets remain in the system indefinitely or do they only last for 180 days as well? Thank you
Some links broken after domain mapping
We recently setup domain mapping but now html links using the old address format, https://support.zoho.com/portal/<company>/helpcenter/articles/<article name>, now end up at a security error page. I've gone through and updated the obvious links to use the new mapped format, https://support.<company>.com/portal/helpcenter/articles/<article name>. These links should either still work or be automatically updated when the domain maps. If that isn't possible, a way to generate a list of all the links
custom domain on desk
Hi, I am trying to figure out how to set up Desk to work with my domain instead of support@[domain].zohosupport.com. Is it possible to do? i would rather have support@[domain].no, but I can live with [something]@support.[domain].no if I have to. Do anybody know if this is possible?
Error: "Unable to process your request" while attempting to add chart to dashboard
Hello, I am trying to add a chart from reports to my dashboard, but I am getting an error ("unable to process your request"). Please advise! Error Message: Chart that I am trying to add: Dashboard I am trying to add to:
Some agent don't appear in "To:" field selection list
I have a problem when adding an Agent's name to the To: field of an email. For some agents, you can start typing their name and then select the person from a drop-down list. (See attachment for example.) For other agents, you have to type their complete email address. Does anyone know a solution to this issue? Thanks, Tim
Time Entry tab does not show Date column in summary
To me, it’s a “bug”, because it even says “…Executed on …”, as if that text should be followed by date/time
Account Duplication
Hi, using Zoho Desk, my team and I encounter a problem of duplication of the accounts and names of our registered customers. As for the name duplications, we can manage them from the home page by clicking "Customers" in the main menu but we are currently enable to find the same option for Accounts. Can you please explain us where to find this Accounts review ? Thanks
Notifications not received
Hello I don't get any email notification for new or updated tickets by email. And I don't receive notifications about new tickets on the app. Just the updated ones. Do you have any idea why? Best regards Benjamin
Integration with Books or People?
Is there a billing integration with Books or time integration with People now or planned? How would I centralize time reporting and time billing? Bruce Letterle Red Lab Media
Attach documents Zoho Support in integration Zoho Bugtracker
There are attached files in zoho support and when done with zoho bugtracker integration the files do not appear. How Attachment File Integration Works in Zoho Support for Zoho Bugtracker?
time stamp is missing
I have configured the remote authentication but when click to login redirect to url without time stamp, what would be the problem with it?
Upate due date
Hi there, I want to update Due Date to +1day/24hours when a ticket is created, how can I do this?
AUTO SYNC BOOKS CONTACTS TO ZOHO DESK
By this feature. Zoho Desk Users Easily Create tickets for their existing Books Contacts clients. and no need to create two times contacts.
Advanced Webform Issue
Hello team, I found the following issues: The Advanced Webform is not responsive. The description box does not scale up it's height if large content is added inside. Attached files do not show up while submitting the form (They are showing up in the ticket) which confuses whether the file is actually attached or not. Attach from Cloud opens the system browser window accessing the local files. The Date field does not pop-out the Calendar. I have deployed the form at: http://zaha.in/support.html Please
How to set ad-hoc response time
Hi there, I'd like to be able to setup an alert for agents to follow-up with customers after a certain period of time, for example during the email thread in the Ticket module a customer could ask to be contacted in 2weeks time. What is the best way to handle this in Desk? Thx - Nigel
Downloads from Deskportal fail
Downloads from deskportal.zoho.com fail consistently (though not universally) across IE, Chrome, and Firefox. Documents download as expected when accessed through support.zoho.com instead. Deskportal will open a window to display the doc, but doesn't actually display it. See attached.
Next Page