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.
Support Integration with Books
Are there any plans to integrate the tickets and/or timesheets from Support into Books for billing? We bill support by the ticket or hours and that would be needed to totally integrate our usage of Support and Books. Thanks. Bruce Letterle Creative Web Technologies
How do I keep myself online on zoho desk
If I don't interact with Desk for 5 minutes, my profile status goes to "away" and it doesn't let me to receive any chats. I need to stay online for a longer period of time before it changes my status, so I can work in other stuff. Can you help me please?
TypeError: g is null
Dear support, I was trying to make the field "category" available on the "Create Ticket" page on the Customer Portal. Well... with no succes, since I can't find out how to put the field on the portal. I tried it with permissions, but that doesn't help. Also, I made the top bar white in stead of Red, and in the configuration portal it shows up white. But in LIVE it's still red. Now when I login as customer and want to create a ticket I get the error message "TypeError: g is null". What does go wrong?
what is the info to create a CNAME Record to point zoho support
Please can somebody help with the info to access by http://support.mysite.com ? Name: TTL: CNAME: Thank you!
Reports can not be made for time consumed. Assistance Contracts .. For what?
Hi, We have been a customer of Zoho Support for more than 4 years and we are dedicated to providing technical support to end customers. We have service contracts that are based on time (hours) and quantity of tickets that customers buy as support subscriptions. We have two problems: 1) Although Zoho Desk (formerly Zoho Support) has a "module" of administration of support contracts, it does not have grace anymore, since they could never give it utility to discount time or quantity of tickets as does
From address not working
I am unable to get the "From address" working. I have added one under Email > From Address, and it is verified. I have confirmed it is being used by the department (I have only one), and it showing in the email templates. I even deleted the default zoho address form the from address list. Regardless, all email is coming from the "zohosupport.com" address. What am I missing?
Invitation from admin not working
Hi, Need help in accessing my account for Zoho Support pro. My boss just bought zoho support pro and she sent me an invitation to access however it gives prompt like invalid invitation. Thanks.
Notification emails to group
Hi, is it possible to send group notification emails whenever a ticket response is received to all agents? Currently only the agent who the ticket is assigned to will receive an email. I am trying to figure out how to have the notification email sent to our group email address instead. Thanks!
Time based rule configuration help
Hi Team, Can you please assist. I am creating a time based alert (under Supervise/Rules) on the Zoho Desk. Basically I have is this - Send an email alert when: Status of ticket 'is Open' Status includes Open,Escalated AND Hours since requester responded is 1 However, no email is triggering during my testing. I am wondering if I have configured this correctly. Basically I want that if customer has not responded to us in 1 hour, support agents should get email notification. Is the words 'Requester'
Can you please show an example of a Remote Authentication script for our Customer portal
All of the links I have looked at point to the general support page of Zoho Desk. Thanks
Move ticket-id to the end of the email subject line
Is there a way to reliably move the ticket identifier [## 123 ##] to the end of the subject line? Like for example Issue with ABC [## 123 ##] I just think it looks dodgy if someone received an email with the subject starting with [##... Cheers, Daniel
Zoho support extremely slow
Hello,
We are going through an xtreme slowness for using Zoho Support. The messages indicate an instability on the server can inform the forecast for normalizing the system?
How can I ensure that a reply sent to a ticket raised on the portal is copied to an email address?
I would like to find a way of ensuring that a reply sent to any ticket generated via the portal is copied to a particular email address. Can you tell me how this can be done please?
Can't Delete Emails in Copy
Hello, Can you please advise why we cannot delete certain email address in copy, especially emails linked to other Zoho Departments. Many clients cross copy various departments in our company and when we reply we remove them to avoid duplicate tickets across departments. We should be able to delete any email in copy and insert at our discretion.
Can't contact Zoho support (too many redirect)
Hello https://help.zoho.com/portal/home is out of ordre ERR_TOO_MANY_REDIRECTS How can I contact Zoho Support ?
Email error
Unable to send email from zoho support. My error is: Aw, Snap! Your response for the ticket #4506 could not be sent since the host is not valid. My staff's error is: Error while processing the request! Unable to connect SMTP server:smtp.office365.com Reason:Unknown host: We have made any changes to our emails. I have also created a ticket for this issue
How do you create an auto responder when some one emails the help desk & & ticket is created?
Hi, Evaluating the software & cant seem to work out how to send an auto responder to advise what the ticket number is. I can see how to do it when ticket is assigned but I don't want to do that. Thanks in advance Todd
Zoho support report view issue
Hello Zoho team, I need some help if you please, Now we have company with multiple departments inside each department have an admin and it's own agents and tickets. and have a super admin who can access all department at company. I can make a reports for each department to see ticket status but now I want to make a report view for this super admin so he can see each department tickets status in one view so he can know how many pending tickets and how many open ones and so on , Is there a way to
Support Email Notifications going to an old gmail address
I have notifications enabled to come through to my gmail email, we have recently created new gmail accounts and I have updated my Zoho account with the new primary email and completely removed the old one. I am still receiving support notifications to the old email but i don't know how this is possible as that gmail address has been completely removed from my Zoho account...Please can you help? Thank you Holly
Change of layout
Good morning, Sorry to bother you but I don't know if this has been caused by a change our end or a change of the Support system. Over the last few days, the layout has changed for Zoho Support. We haven't 'upgraded' to the new layout, we're still using the old one however, here is what is different. Before, when a new ticket arrived the notification area (top-right, next to 'Subscription') was highlighted with a number. We would then click on that and a drop-down would appear with the most recent
Thoughts & Feedback on the new Support interface
My first reaction to the new interface was "awesome". There were a few things the instantly struck me as a big improvement. Now that I've been using it long enough, I can't remember exactly what those things were!! But anyways, it's taken some getting used to but I still like it. Some things were not obvious, and some things kinda bug me still so I figured I would start a general discussion on this to see if anyone else can either help with providing answers, can ask similar questions (i.e. where
Can you create a report with the most recent comment as a column?
It would be useful to create a report which shows the most recent comment in a column. Please advise if this function is possible. If not, please advise if this could be added.
Interaction with Gmail or other email provider
Hi We are looking for a new helpdesk solution and already use Zoho CRM. Is there any way to sync all converstion activity with Gmail? So, 1) New email in Gmail = new ticket (presume yest) 2) Response from Zoho Support = email sent from gmail to customer 3) Customer response to our response = email in from gmail We need this as we have software which saves all our communications in gmail to client files, and want the Support tickets to sync likewise. Thanks
Support emails seen as junk
Hello Notification emails to our agents are dropping into junk mail, making it difficult for us to respond timely Auto responses to our clients are also dropping in the clients junk mail This has made the entire Zoho support almost unuseable for us Can this be corrected? we have sent numerous emails on this with absolutely no response from Zoho support
Set default domain name for account
In ZOHO support we would like to set a domain name so that any one from that domain name can log a support request or login. For example *.abc.com.au would mean that j.smith@abc.com.au would be able to register automatically in the customer portal.
How to Import old ticket database
Hi, We are using Zoho Support, and have some hundred of tockets already created, some closed some open, but would like to add an old database of tickets, and keep their created and closed dates in order to not mess with our actual information and reports. It is possible to import tickets and keep creation and closed date. ? Also it is possible to import tickets with a particular ticket id# ?, i.e. if we deleted an specific ticket# and would like to import it again and keep same ticket id# We appreciate
Ticket Priority Items
I added new Ticket Priority list items and removed the older ones.... However, the older ones still display in my user portal. (see attached)... I opened Setup > Customize > Layouts and re-saved the Tickets layput but this has not helped... I still see the deleted Priority status items in the drop-down list
Does Zoho have anything like ZenDesk's "Last 100 Ratings" feature?
Hello, I was wondering if Zoho Support has a "last 100 ratings" feature like ZenDesk. The feature is essentially a widget that can be displayed on your website that shows the last 100 customer service ratings that you have received. I have included a link below with more information. https://support.zendesk.com/hc/en-us/articles/203662286-Displaying-your-last-100-satisfaction-ratings-Professional-and-Enterprise- Thanks, Scott
I cant add article in helpdesk
I get message Unable to process your request ← Go to Home Page What is wrong?
Delete Contacts in CRM will it delete Customers in Support if Synced
Hello I had a number of test Contacts in Zoho CRM that I deleted out and assumed when it synced with my Customers in Support that they would also delete from there. This doesn't seem to occur. Is there something specific I need to do? Does the field "contacts modified after" affect this in some way? Thanks KW
How do i implement the SLA`s
I want to learn how to use inside the "Notify" the "scalate" Option, i have been testing the variuos configurations and its not working as i was expecting: Scenario) When a ticket has passed a specific limit of time, for example 12 hours, according to one of the SLA; the ticket must be scalated to a level 2 agent. How do i configure the SLA in the Scalated option
Need to remove user from customer portal to add as an agent
Hello, I have 5 users that have been setup in the customer portal that I need to be removed so they can be added as an agent. Would this be possible? If not, what process should I follow to convert from a end user to an agent? Thank you, Zachary Leitner
Error sending emails
Hi Error sending emails Error while processing the request! Unable to send message;Reason:554 5.1.8 Sender Address Blocked User ID: 42823679
Not Receiving Support Emails
Hi, Emails sent to my default Zoho Support email are not creating tickets (support@xxxxxx.zohosupport.com). Please help!
Google Apps Group Email Not Forwarding to Zoho Support
Hi, Are there any restrictions on using Google Apps "Groups" to send email to my Zoho support email address? Mine is not working. Thanks.
Report Scheduler in Zoho Support
Hi, there. Could you please show me where the Report Scheduler in Zoho Support, the new version, is? Is it possible to schedule dashboards also, (in Zoho Support new version)? Thank you.
Cannot add images or attachments to article
I have tried attaching an image into the article, and also to attach a spreadsheet to the article. When I do this nothing happens. I uploaded the spreadsheet in Zoho Docs to see if that would help, but nothing comes up there either.
I can't register on the platform
When I try to create a new account for bussiness, I appears an error and can't continue. the domain is coffeeplus.com.co and i have access for ftp and cPanel and this domain is purchased recently. I don`t understand the problem, can someone help me? thanks
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