exclude an account from statistics
is there a way to select a company that we don't want to have the times/etc included in the statistics? we have one account that we receive emails from that is more of an auditing alert and we don't need to respond as quickly but I don't want that bringing down our averages times for responding or resolution/
Event Show (Hide) extension in bottomland postition
Hi support team, Excuse me! Because I'm not good english. I'm buiding my Extensions. When I have incomming event, i want my extension auto showing. How can I do that. I read document and not solved problem. Please support me! Many thanks. Best Regards!
How do I disable SLA notifications in the slack integration?
I have a slack channel setup to notify my team of new tickets created. Problem is that we had to set up an SLA for all tickets as a workaround to reporting on tickets for business hours only. Now that the SLA is up the channel for new ticket notifications has become useless as we get Escalation alert upon Escalation alert even though I've only got the option to notify for new tickets selected in the integration. How do I turn off SLA escalation notifications?
Tickets are not created from our domian (@analytica.international)
Tickets are not created when a email is sent to the default channel email from our corporative email with domain @analytica.international but I can see that the email is fetched because the counter in Incoming and outgoing Bandwidth chart is increased. If I send a email from a diferent domain the system works as expected so I guess the problem is the incoming domain. Thank you very much for your help.
Can we customize the ticket data shown in the ticket list view?
Hi, we just started evaluating this product. Can we change the list view of tickets - right now its ticket #, ticket subject, status, assigned agent, few other things. Can we add fields to this view? I know we can add custom fields, but I'd like to be able to see them on the list view. Just to be clear this is what is displayed when you log in and click "tickets" on the top left of the screen.
How do departments work with users seeing other user tickets
Hi, we'd like to use this for a single group of 20 employees. It looks like when you create a ticket as a user and log in as that user, you can see all the tickets (I think). What is the criteria? How do you assign users to a single entity so they can see each other's tickets?
Space size for zoho desk
Hi, I am trying free version zoho desk. Is there any space limitation for uploading files to folders? Regards, Jack
Email chain is creating multiple tickets in support
Using Zoho Support for ticketing. Have linked our support email address to generate a ticket when receiving an email to that address. However as this email address is linked to a chain it continually creates new tickets for the same email chain. Is there a way to stop a new ticket being created for an email chain? thanks
CONSULTA
Buenas tardes, No me está funcionando la función para descargar en excel el filtro de email que he puesto, podrían indicarme cómo hacer? Muchas gracias, Valentina
Delete Help Center user personal information
Hello, If Zoho Desk Help Center users can't be deleted but just deactivated, how does this comply with GDPR? Specifically: The data subject shall have the right to obtain from the controller the erasure of personal data concerning him or her without undue delay and the controller shall have the obligation to erase personal data without undue delay where one of the following grounds applies. Best, Jon
Changes to your Setup page within Zoho Desk
Over the last few months, we've introduced several new features and integrations that have added to Zoho Desk's capabilities. To incorporate these items into the existing Setup page, we've regrouped some features, and renamed some groups. Here's a guide to help you navigate your new Setup page. Some changes that we've made: - The Organization group has been renamed to General. Some items have been retained under this group, while some have been shifted to a new group called Users and Control.
Is it possible to setup a custom message notification within the ticket form?
Hi, I'd like to know if it's possible to create a custom message that will be triggered by a certain action from within the ticket form. To be specific, I would like a notification similar to the attached that would come up if the agent is changing the Account Name associated with a contact, while still logging the ticket. Since contacts cannot be associated with multiple accounts, this could be the only way to prevent such mistakes. Custom notification from the ticket form Is this possible through
Providing annual inquiry tickets in advance to customers
We would like to grant customers the number of annual inquiry tickets in advance depending on contracted maintenance service. In this way, can we set an upper limit on the number of inquiry tickets in advance? And can a customer can see the tickets consumed and remaining?
Content is not available. Please try again after some time.
It starts with 'Ah, Snap! Something went wrong while fetching the thread. Please hold on for 5 seconds'. Then it changes to 'Content is not available. Please try again after some time.'. I have this on several tickets now. What's up? BTW, there was an email about 'Content is not available. Please try again after some time.' and you answered the person 'This has occurred as the primary contact of the account has disabled his account. Please go to Setup->Company->Edit and make yourself the primary
Default Time Zones
Does anyone know how to do the following: 1) Set a default time zone, so that when a new user is invited it can default to the office time zone instead of making users pick from the huge list. 2) Customize the User Profile, so that when invited users join and create their password, they don't see the "Twitter" and "Facebook" fields. This is completely irrelevant in our company and looks unprofessional / confusing that we even have the fields listed. Thanks!
Please Allow Us to Turn Off Email as Required Field
We need Zoho Desk to stop not allowing us to create a ticket if we don't have the contacts email in the system. It's common for us to have contacts in the system under an account without an email address that communicate with us entirely by phone or text, a property manager for instance. If someone calls us or leaves a message for us about a service issue we need to be able to go and create a ticket quickly for that account and contact without Zoho Desk getting in the way and telling us it's not
How to create watchers on tickets ?
Hello, I would like to know how i can create watchers on Zoho Support. I have two customers ( 1 project manager and 1 Assistant of this project manager ), all tickets have been created with the project manager account but i need that his assistant could also see all the tickets. How can i do that please ? Thanks in advance for your help. Best regards, Quentin
TypeError: Cannot read property 'value of null Error
What is the issue with this. I have tried other browsers and deleted and update Java.
Unable to process your request
I try to add "New Holiday" in Zoho Desk, but I can add just a few of them then I got the alert that "Unable to process your request"
Set Contact Profile as Inactive
Most of my customers want their account(profiles deleted) but I do not want to delete them out as I want to keep the logs and tickets for quality purposes. Would it be possible to mark the contact (customer) as inactive? With it being set as inactive the customer would not be able to log in or create tickets (customer side & agent side) Please do consider this
Customizing Self Service Portal Invitation
Hello, is there a way to translate the service portal invitation mail?
Zoho Support Notification Issue
Hi Support, Previously, my colleague (agent) was able to receive notification such as receiving ticket reply or adding a comment. However on the 29th Aug 2018, he stop receiving any notification from the Zoho desk. Below are the attachments regarding the configuration and the notification panel which he stop receiving the notification. Appreciate you would assist on this matter. Regards, Winson
SSL Certificate for my desk portal
How do I install a certificate on my desk portal? I already have a certificate. I just can't find where to configure it. Thanks.
Assign/Route by time hours
Hi, I was trying to create an Assignment Rule by office hours but the criteria in Assign/Route and Workflows for field CreationTime only let me work with dates instead of times. So I can create a rule to assign tickets to a team after, before or between dates. What I want to do is to assign a ticket to a team between, e.g., 7-17 hours, and after 17 assign the tickets to another team. Is there any way to do that? Thanks! Regards
Map more than 2 dependency fields
Hi, We have a categorization of 4 levels in our call hirearchy. -Main category -Category -Sub category -Request How can we create dependent fields containing all 4 levels?
Ability to change Ticket Status text.
We have customers who enjoy using the back and forth feature of email/help center for tickets. But we close the requests once work is completed and the customer can re-open by simply replying to ticket. The problem we have is we get customers that get confused/upset when they see their tickets closed. We would like the ability to change the status text to anything we would like and set fall backs based on them. So instead of CLOSED, we would like to set tickets to ANSWERED. Then after a defined
Restrict to close/resolve/reopen tickets without resolution
Dears, How can I restrict to close/resolve/reopen tickets without resolution?
Anyway to stop the '...' expand option?
Hi, Does anyone know of a way to stop the body of forwarded in emails using the #original_sender thing from being hidden by the '...' button? It's very annoying not being able to see a preview of the ticket. Mark
Keep track of time and payments, now from within Zoho Desk.
Working on tens or even hundreds of tickets a day can leave your workforce lost on how much time went into what issues. This kind of information can be useful for streamlining of the team's effort, and crucial for matters like billing your customers. The Timer Zoho Desk's Time Tracker Enhancements help keep track of every second of work put in by every agent. Your team can clock in working time either manually for every ticket, or set it to automatically track the time they spend on each ticket.
Can I custom Blueprint Notifications
Hello, I've created a simple blueprint workflow. I noticed that the agents concerned ( before section) receives notification but I don't find any option for: Enabling or not these notifications Customizing these notifications as I want Thanks for your help
Blueprint: transition owners
Hi, I've been creating Blueprints in Zoho Desk and it is awesome. But I wonder how the Transition Owners configuration works. If I put only one agent as Transition Owner, all the other agents in the department can perform the transition. I though that only the owner could perform the transition. Is this a bug or did I not understood how it works? Thanks in advance, Regards
Department view - sudden change of due date
Hello, It appears that Desk has change this afternoon. When in Derpartment View, tickets used to have the due date after them e.g. Ticket title - department name - 06 August Now this has changed to: Ticket title - department name - 1 day remaining Can I have this changed back please? It's pretty annoying when you have been used to working one way and then Zoho change something without notice or an obvious way to change it back to the way it was.
Desktop notifications when a new ticket arrives
Is there a way to get real time notifications when a new ticket arrives. I'm looking for a pop up on a browser not an email or sms message. I know if you are looking at Zoho support you will see a popup in the bottom right but I need to see the notification when we are working on our site and not staring at Zoho support. Is this possible? Browsers used our Safari, Chrome, Firefox.
new emails create tickets but do not fill in required fields.
I'm looking for some community advice on this. We let our customers send us support requests via our email address "support@compname.com". Works great. But when the ticket is created we want to auto ask the customer to still login to the portal and fill in the required fields (e.g which product, model, etc..). I'm looking for advice on how to best handle this scenario. thanks, jack
Can I customize desktop notifications?
Love that I get deskbot notifications in Cliq...however, I'd like to modify the stock notification to include the ticket subject and perhaps the customer. Here's what I get now: Ticket Reopened in Zoho Desk New customer reply has reopened the ticket #4953 owned by you. Here's what I'd like to get: Ticket Reopened in Zoho Desk New customer reply has reopened the ticket #4953 owned by you with subject Website Down from ABC Corp. Is it possible to modify the deskbot messages? thanks, Scott
mandatory fields when closing ticket
Hi, how can i deny closing tickets without filling all mandatory fields, custom or system fields ?
Can I reply to emails with links to KB articles easily?
How can I easily attach KB articles to emails when responding to service issues and requests? I know I can cut/paste but there must be an easier way?
Ticket Peek Search Bar VERY ANNOYING
We love using the "Ticket Peek" function although still in beta. The worst part of it is the search function on the left of the panel. Every time we opened a peek panel and want to type a reply to a customer, the cursor will automatically jump to the search. Please DISABLE SEARCH or fix this so that search is an option and would not interfere with message replying. thanks.
How to know which Tickets have a a Bug Filed for it
Dear Zoho Desk Support, We need to know how to find if a Desk Ticket has a Bug associated with it but in a "massive" way let's say a "View" that shows that for a certain pool of tickets. Is this possible at all???? Please your help with this question and thanks as always!! Kind Regards
CRM Purchase Order integrations
Hi, I wonder if there is any way to interact with Zoho Desk tickets from CRM Purchase Orders. I've been reading docs but I can't find a way to (e.g) close a ticket on a Purchase Order event. Or creating a Purchase Order in CRM after a Ticket even (e.g.: state change, or approval ...). Thanks in advance. Regards
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