We have Zoho One and would like to add agents from outside our organization. Does this - 10:15 - mean that we need to add them to our Zoho One as a user we pay for?
Hi! I want to know if it is possible to create tickets for clients not via email, but directly in zoho desk. For example, I provide client "B" with access to project "A", which only he can see, and not other clients. And when entering this project, he could create tickets directly in Zoho, and not via email.
I am new to zoho desk, off to a great start. However, every time a contact replies to a ticket it creates a new ticket and instead of putting it in the thread of the original ticket? can't seem to find the solution.
Hi R Mendez, We featured your Zoho Desk question on the CRM Zen Show. Check out Tyler and Greg's response here: ruclips.net/video/is3ap1SB4IM/видео.html#t=47m30s
I need to keep an alert system for each ticket. The purpose is that the person working on the ticket should have an alert to act on every ticket assigned. The alert can be rescheduled maximum 7 days only so that all tickets are touched once in a week. I’m running an accounting firm and using Zoho one . Is this possible in Zoho desk ? Thanks in advance
Hi Firozfctax! Yes, this would be possible via workflows in Zoho Desk. We'd likely choose to create a Task on a regular basis for that Ticket, and activate Email Notifications on that Task so they are immediately directed to the Ticket. Then, you may want a separate workflow that stamps a date field when a User interacts with the Ticket in a way that you'd like to count against the weekly touch rule.
I'm currently planning to move away from Zoho Desk because it's impossible to run customer service with my company email. Is it correct that it is correct that there is no solution?
Hi Fullformance! It is possible to use your own company email. You'll need to set up forwarding from that email to the default email provided by Zoho Desk. Then, you can set up that same company email as a validated From address. These settings can be found under the Channels > Email menu
Hi Dana, We discussed your email blocking question on our most recent Issue of AZAAZ! Click here to jump straight to our response. 🎬 - ruclips.net/video/AvG7sDZWG4g/видео.html#t=20m40s
Hi Annelize De Waal, To modify User Roles, please follow these steps: 1. Navigate to 'Setup'. 2. Select 'Agents'. 3. Proceed to the 'All Agents' tab. 4. Locate and click on the desired User. 5. In the upper-right corner, hover over the user name to reveal an 'edit' button and click on it. 6. You can now adjust their Role and Permissions by selecting 'Custom'. If you have a Zoho One subscription you could do this in bulk. Go to Zoho One admin panel and add a simple Conditional Assignment Rule based on a user group criteria, then run the assignment rule on existing users. If you need help setting up these assignments please check the Zoho One Admin Panel Advanced Setup video, I linked the video to the desired spot: ruclips.net/video/Bbxl8KSUegg/видео.html
Very useful & informational video .. Thank you very much gents for the big effort!
We have Zoho One and would like to add agents from outside our organization. Does this - 10:15 - mean that we need to add them to our Zoho One as a user we pay for?
So if I understand this correctly. People can just send an email to the support desk and helpdesk will see it as a ticket
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Yes, that is standard in customer service software.
Zenatta Rocks!
Hi! I want to know if it is possible to create tickets for clients not via email, but directly in zoho desk. For example, I provide client "B" with access to project "A", which only he can see, and not other clients. And when entering this project, he could create tickets directly in Zoho, and not via email.
I am new to zoho desk, off to a great start. However, every time a contact replies to a ticket it creates a new ticket and instead of putting it in the thread of the original ticket? can't seem to find the solution.
Hi R Mendez, We featured your Zoho Desk question on the CRM Zen Show. Check out Tyler and Greg's response here: ruclips.net/video/is3ap1SB4IM/видео.html#t=47m30s
I need to keep an alert system for each ticket. The purpose is that the person working on the ticket should have an alert to act on every ticket assigned. The alert can be rescheduled maximum 7 days only so that all tickets are touched once in a week. I’m running an accounting firm and using Zoho one . Is this possible in Zoho desk ? Thanks in advance
Hi Firozfctax! Yes, this would be possible via workflows in Zoho Desk. We'd likely choose to create a Task on a regular basis for that Ticket, and activate Email Notifications on that Task so they are immediately directed to the Ticket.
Then, you may want a separate workflow that stamps a date field when a User interacts with the Ticket in a way that you'd like to count against the weekly touch rule.
not able to add team pleasr suggest
I'm currently planning to move away from Zoho Desk because it's impossible to run customer service with my company email. Is it correct that it is correct that there is no solution?
Hi Fullformance! It is possible to use your own company email. You'll need to set up forwarding from that email to the default email provided by Zoho Desk. Then, you can set up that same company email as a validated From address. These settings can be found under the Channels > Email menu
Do you have a video on running reports from Zoho desk? Thank you!
Zenatta website - Resources - Desk - "Understanding Ticket Management in Zoho Desk with Customization and Reporting" - 17 min mark of the video.
How do we block certain email addresses from being able to email us on zoho desk?
Hi Dana, We discussed your email blocking question on our most recent Issue of AZAAZ! Click here to jump straight to our response.
🎬 - ruclips.net/video/AvG7sDZWG4g/видео.html#t=20m40s
Hi, what’s the use case for integrating with Zoho Campaign?
Hi James HO, We answered your question on this week's AZAAZ! Click here to jump to our answer
🎬 - ruclips.net/video/6gtm1IArOOA/видео.html#t=9m15s
Is it possible to have emails in Gmail marked as read after I attend to tickets on Zoho Desk? I'm using the Email forwarding channel
Hi e nelson, You can use an API call to remove the 'unread' label: developers.google.com/gmail/api/reference/rest/v1/users.threads/modify
@Zenatta
Interesting. Thank you.
I'll now look into triggering this API call after I receive a ticket Updated/ Thread add event.
How can I change Agents from everyone being a "CEO" within Zoho Desk?
Hi Annelize De Waal,
To modify User Roles, please follow these steps:
1. Navigate to 'Setup'.
2. Select 'Agents'.
3. Proceed to the 'All Agents' tab.
4. Locate and click on the desired User.
5. In the upper-right corner, hover over the user name to reveal an 'edit' button and click on it.
6. You can now adjust their Role and Permissions by selecting 'Custom'.
If you have a Zoho One subscription you could do this in bulk. Go to Zoho One admin panel and add a simple Conditional Assignment Rule based on a user group criteria, then run the assignment rule on existing users.
If you need help setting up these assignments please check the Zoho One Admin Panel Advanced Setup video, I linked the video to the desired spot: ruclips.net/video/Bbxl8KSUegg/видео.html