Ask the Experts 23: Customize, utilize, and personalize with Zoho Desk

Ask the Experts 23: Customize, utilize, and personalize with Zoho Desk

Hello everyone!
It's time for the next round of Ask the Experts (ATE). This month is all about giving Zoho Desk a complete makeover and making it truly yours.
Rebrand Zoho Desk with your organization’s details, customize ticket settings based on your business, manage contacts, accounts, and users, organize your agent and customer accounts, and more.
Share your experiences with customization, from creating layouts within tickets, custom modules, and tabs to adding and managing custom fields.

What to expect in the session:

  • Set up multi-branding in your Zoho Desk account and manage departments.

  • Explore agent profiles and productivity tools.
  • Balance user management and customer management.
  • Get answers to your questions on ticket creation, email templates, and managing contacts.
  • Learn how to personalize Zoho Desk by managing accessibility, highlighting tabs, and switching modes.
  • Discover ways to handle tickets and contacts efficiently across different layouts.  
This month's panelists have rich experience and are the brains behind customization and personalization in Zoho Desk. Bring your questions and use cases to get answers during the live session. We're looking forward to finding new ways to elevate your customer support experience.


How to participate:

  • This is a text-based discussion. Sign in to the help center to comment below.
  • Begin the discussion with your questions or use cases in the comments below.
  • No registration or signup is required.
  • Our panel will respond to your questions during the 8-hour live session.
We encourage you to share your use cases, challenges, or feature requests related to customization, utilization, and personalization. This is your chance to speak directly with our experts, gain insights, and discuss solutions that meet your organization’s needs.    
Customize, Utilize, and Personalize with Zoho Desk
Thursday, August 28, 2025
8:30 AM – 4:30 PM (GMT)
Drop your questions in the comments. No registration required.

 Connect from anywhere
 Thursday
August 28, 2025
 8:30 AM –  4:30 PM GMT
 2:00 PM – 10:00 PM IST
 10:30 AM – 6:30 PM CEST
 2:30 PM – 8:30 PM GST
 6:30 PM – 2:30 AM AEST
 1:30 AM – 9:30 AM PST

Like and follow this post to stay notified about the discussions. We look forward to another engaging and insightful session, just like our previous Ask the Expert sessions. 
See you in the session,
Lydia | Zoho Desk

    • Sticky Posts

    • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

      Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any

    • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 5: Online Q&A on Zoho Desk Extensibility

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 4: A 5 hour online Q&A on agent productivity

      Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 3: A 5 hour online Q&A on reports and dashboards

      Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Recent Topics

    • Introducing Dark Mode / Light Mode : A New Look For Your CRM

      Hello Users, We are excited to announce a highly anticipated feature - the launch of Day, Night and Auto Mode implementation in Zoho CRM's NextGen user interface! This feature is designed to provide a visually appealing and comfortable experience for

    • Quick Item Search & Auto-suggestion for Invoices

      Hi Team, I am facing an issue while creating invoices in Zoho Books. Currently, I have to type the full item name in the correct sequence and spelling for it to appear. For example, my item name is: "Distemper Acri Silk Special White 10kg" If I type something

    • Empowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM

      Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individuals

    • Ticketbai! en el Pais Vasco

      Hola a todos, En enero de 2.022 se va a implantar en el país vasco un nuevo sistema de facturación, denominado ticketbai!, ¿hay alguna previsión de realizar las adaptaciones en zoho books o zoho invoices? Ignoro la cantidad de clientes que tienen estas

    • Zoho CRM mobile app feature update: home page widgets, field tooltips and user image upload

      Hello everyone! Your business doesn't pause when you're on the move, and neither should your CRM. That's why in our latest update, we've introduced a few new features to make your mobile CRM experience smoother and more efficient. Let's take a quick look

    • Zoho CRM Plain Text Template: Line Breaks and Formatting Issue

      Hello, I'm following the instructions to create email templates in Zoho CRM, but I'm having a problem with the plain text version. https://help.zoho.com/portal/en/kb/zoho-sign/integrations/zoho-apps/zoho-crm/articles/zoho-crm-email-templates#Steps_to_create_a_custom_email_template

    • Optimizing Task Handling: Auto-Remove Recurrence for cancelled Tasks.

      Hello Everyone, A Custom function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:

    • Important updates to your connectors

      Hello everyone, Greeting from Zoho Creator! We're excited to announce that we'll be rolling out significant backend updates to Zoho Creator's built-in connectors to enhance security by following the latest frameworks. The existing version of some of the

    • Create, collaborate, and manage agreements with Zoho Sign

      Agreements drive business. We launched Zoho Sign in 2017 as a simple digital signature tool to sign agreements from anywhere, at any time. Over the years, we've learned that most agreements go through last-minute changes before they're signed. Our users

    • Function #25: Automatically generate purchase orders from a sales order

      We kicked off the "Function Fridays" series with the goal of helping you automate your everyday accounting tasks. As we delve into today's post, I'm delighted to announce that we're here to present the 25th custom function in this series. While it is

    • Has Anyone successfully integrated Zoho and Sage Intact?

      Hey all, We’re evaluating Zoho One + Sage Intacct and I’m trying to connect with anyone who has actually implemented the two together.Specifically, I’d love to know: -- Which functions you kept in Zoho vs. Intacct (e.g., Product Catalog, AR/AP, invoicing,

    • 5名限定 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ (9/25)

      ユーザーの皆さま、こんにちは。Zoho ユーザーコミュニティチームの藤澤です。 9月開催のZoho ワークアウトについてお知らせします。 今回はZoomにて、オンライン開催します。 ▷▷参加登録はこちら：https://us02web.zoom.us/meeting/register/6OSF2Bh6TumsMIlDwaY_PQ ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的とした「Zoho

    • hiding a topic from all but one segment (or list)

      My organization sends out a number of newsletters using Zoho Campaigns. One of those newsletters is for volunteers. In order to become a volunteer, a person has to first go through our volunteer orientation (training). After that, they can receive newsletters

    • How do I set up this automation correctly?

      When contacts enter my Subscribers list, I want it to reference a custom field to see if it is empty. Then I want it to do two things: If empty: Assign a tag based on a different custom field. If that custom field is empty, assign a different tag. If

    • Custom confirmation message

      How can I change the message that users see after they submit the booking form? I have to confirm some details before their appointment is officially "confirmed", so I want to change it where it doesn't say their appointment is "confirmed" but rather

    • Has anyone integrated SMS well for Zoho Desk?

      Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing

    • Desk x CRM Integration

      Howdy! We currently use SalesIQ but we are considering moving across to Desk as it seems to have more functionality that we want. One of the pulls is the ability for our customers to self serve. But, I might be getting over excited and not actually need

    • Issue with Save & Share Link – Works for Others but Not Creator

      I’ve enabled the "Save and Share" feature in Zoho Forms, and it works correctly for all users accessing the public link—except for me (the form creator). Issue Details: When I save and share the link, recipients see a “no permission” error. The form is

    • Save the pdf report from a registration form in a Folder

      Through Zoho Forms I created a registration form with quite a lot of rules to handle different variables (TEAM types, payment in installments, etc.), and the result is pretty good. The automatic PDF that is sent to the respondent upon submission is already

    • zoho forms integration to zoho work drive

      Scenario: A user fills out a Zoho Form, entering details such as email, mobile number, and other required information, and uploads supporting documents like PAN, Aadhaar, etc. Upon submission, the data is available in Zoho Forms Reports. Requirement:

    • Zoho Forms to Zoho CRM Integration failed - can I restart it?

      The integration of Zoho Form to Zoho CRM has failed. Is there a way for me to restart it for the impacted entry?

    • insert an equation, but in document, it shows an image not available.

      I'm new to Zoho writer and used Zoho writer in desktop app version . When I inserted an equation, I got an image not available sign. Any help is appreciated. Thanks, Charles

    • Zoho Desk Android app update - Swipe action customization

      Hello everyone! We have brought in support for the swipe action customization in latest version(v2.9.13) of the Zoho Desk Android app update, enabling you to configure left and right swipe gestures on tickets to carry out the actions swiftly without opening

    • Import KB template OR Export template for zoho desk?

      Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possible

    • XML format to import knowledgebase into Zoho Desk

      Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.

    • Zoho Desk integration with Power BI

      Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack

    • Arranging Ticket Templates

      Is there any way to arrange our ticket templates? It doesn't look very organised when it's just arranged according to when they were created. We want the list to look more organised, by arranging/grouping them by topics, or even just by alphabetical

    • New Mandatory One-Click Unsubscribe Link Overshadowing Custom Unsubscribe Link

      I was recently informed by Zoho CRM Support that they are now mandated by the large email service providers like Google and Yahoo to provide a one-click unsubscribe option in the header (not the body) of all mass emails. I have a custom unsubscribe link

    • What they mean with "Portal"?

      I just downloaded this app to take my personal notes on digital art studio because it seemed to me the most comfortable app to do it, I use it very often, what do they mean by “no activity on your portal”? I have about 1 year of work here and I don't

    • Inactive User Auto Response

      We use Zoho One, and we have a couple employees that are no longer with us, but people are still attempting to email them. I'd like an autoresponder to let them no the person is no longer here, and how they can reach us going forward. I saw a similar

    • favorites no longer listed

      Hello, I can no longer navigate to my Favorites from the pulldown at the top of my grid view (see attached screenshot). I wasn't able to find it anywhere! Please help me display my Favorites. Thank you!

    • Notecards Disappeared

      Got a new phone. Downloaded and signed in Zoho Notebook. Not finding the Note cards. Just Empty Note books. Frustrating.

    • Table Errors

      Hello, I'm new to Zoho Notebook and using it on several Mac/Apple devices. My question is regarding tables: Why do they become broken, and how to fix the error without retyping all my data? (Please see the screenshot attached.)

    • Aggregating the First Value in the Group By of a dataset

      Hi I am trying to get the following Aggregate Formula to work in my chart, but cannot seem to get the right format. I have a series of data that I am running an include_groupby and want to SUM only a column in the first row of each group. So for example.

    • Zoho Tables instead of Zoho Creator Spreadsheet reports <3

      That would make my day for sure. Zoho Creator is create, but miss data entering as AirTable/Spreadsheet can. Seeing Zoho putting effort in this makes me think maybe one day we could see a similar interface for Zoho Creator spreadsheet reports. B.

    • Zoho Sheet - Desktop App or Offline

      Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

    • Notebook Stack

      Hi Everyone I Hope you´re fine, I´m sorry if this idea was posted before (I made a search but I haven´t find anything related). So, Having the possibility of stacking notebooks would be an interesting way to order notebooks that correspond to the same

    • Writing on sketch cards is bugged when zoomed in

      When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.

    • Swipe between notes on iPhone

      It'd be convenient if I could move from one note to the next in a notebook simply by swiping left to right.

    • Sales IQ chat is not working in signed android apk

      I have integrated ZOHO sales IQ support chat and i have followed each step and its working fine in my development build but when i create signed APK for it. Chat does not work in it and showing awaiting for detail. I previously asked the same query but

    • Next Page