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Hello Everyone!
The Ask The Experts series is back! The Zoho Desk Team is happy to announce the first Ask the Expert session of 2025, focusing on the Onboarding Challenges of Zoho Desk

What's in for you? 
Ask The Expert Series is a monthly online session hosted by a panel of experts on specific topics within Zoho Desk. It’s a five-hour live Q&A session where you can ask questions related to the month's topic. This series covers a range of subjects, from basic to advanced, ensuring your questions are addressed in real-time. 



What's in January 2025? 
Whether you're exploring Zoho Desk for the first time or transitioning from another platform, onboarding can
feel overwhelming. Differences in UI navigation, terminology, and configurations can take time to adjust to.
Switching to Zoho Desk may momentarily slow down your processes, but it doesn’t have to!
We’re here to ensure your transition to Zoho Desk is smooth and efficient. Join us this month as we tackle your onboarding challenges and help you adapt seamlessly. Let’s get your processes running smoothly and keep your business moving forward without a hitch!

Got questions? Bring them along, and let’s tackle them together.

When you sign up for Zoho Desk, the onboarding feature introduces you to essential modules and basic functions like creating tickets, adding contacts, and making minor changes.

But what about the bigger questions?
  • How do you migrate automation rules or workflows from your previous platform into Zoho Desk?
  • Have you faced challenges in automating your organization's processes within Zoho Desk?
  • What’s the easiest way to transfer all your contacts to Zoho Desk—or manually add them if needed?
  • How do primary contact roles differ from support admins and regular agents?
  • What’s the best way to configure your domain, support address, and organization name for a seamless setup?
These challenges can feel daunting, but we’re here to guide you every step of the way.

Get Your Questions Answered!
Drop your questions in the comments below as soon as you see this announcement, or bring them to our live
Q&A session! Our team of experts will be online and ready to respond during the 5-hour session.

The live Q&A session is on Thursday, January 30th, from 4:30AM to 9:30 AM (PST). Our panelists will address
your concerns, simplify the onboarding process, and help you get set up for success.

Looking forward to connecting with you!
Cheers,
The Zoho Desk Team

2 users find this useful.
45 Replies
26 more

Q1. We don't find what's app API in zoho desk to configure utility and authentication messages. 

Q2. Also we want to automate whats app and for this we want to integrate our API. 
Q3. There is no way to send messages in bulk to our contacts in Zoho Desk. 

Kindly let me know your response to all the above questions. 

Hi @Simranjeet Singh,

Q1. Authentication messages aren’t currently supported inside Zoho Desk. If you have a specific use case, we’d be happy to validate it.
Q2. We do have an internal API to implement this.
Q3. Bulk Messages are a priority for us—you can expect this by the end of the March, 2025!

For both the first two points, feel free to reach out at support@zohodesk.com, and we’ll assist you further offline.

Regards,
Shivani | Zoho Desk

1. Where should we report it if a customer is unable to open the ticket link from their email?
2. If we want to show the pinned internal comment of the ticket in the table view, how to do that? 
3. How can we flag a ticket?

Hi @Leena Barapatre,

1) If you’re referring to the Ticket permalink included in the Contact Notification email sent upon ticket creation, this link directs customers to their ticket in the Help Center. Make sure the contact is an active end-user to access it.

2) You can pin up to three comments in a ticket, but since pinned comments are more conversational, they’re not available as fields in the table view.

3) Hope you want to tag a ticket :) Check out this guide to see if it fits your use case → Working with Ticket Tags

Cheers,
Shivani | Zoho Desk

I would like to know how to create in BULK SLAs Rules 

Based on my past experience talking with Zoho Desk support, it's not possible. I had to create rules manually, each as a combination of several factors including support subscription level, case priority, and whether it was first response or follow-up.

Maybe we will both learn something new today.

Thanks for chiming in, @Alfred De Rose!

Hi @lorelie.mondragon,

Bulk automation isn’t feasible at the moment. However, if you have a specific use case in mind, feel free to drop us a note at support@zohodesk.com, and we’ll be happy to explore this further.

Regards,
Shivani | Zoho Desk

When the customer send a reply from previous ticket with new subject; zoho ticket subject remains same. After splitting, when i reply the ticket, customer sees the old subject. 
Should we update the ticket everytime with the customer's subject or Is there a default setting to change the subject when the customer's set?

Thank you.

Hi @orkun.yumak, As part of the current process, updating the Thread Subject as a Ticket subject is indeed possible through Custom Functions. If you're interested to try this, hit us up at support@zohodesk.com with sample ticket URLs so we can tailor a custom script for you.

Cheers,
Shivani | Zoho Desk

HI Team.



I would appreciate your support in integrating the 3CX call
center with Zoho Desk.



My key requirements are:




  1. Automatically
    create a ticket in Zoho Desk for each answered and missed call, with
    proper identification. Currently, create tickets as "Inbound Answered
    Call" for the unanswered inbound calls. No ticket creation for
    Inbound answered calls.

  2. Automatically
    create contact in Zoho Desk for unknown numbers (if not in zoho desk
    contacts or 3CX contacts) and generate a corresponding ticket.

  3. Integrate
    Facebook page, WhatsApp business account, 03 support email accounts &
    02 web forms to the ZOHO desk. Capture all incoming queries to the single
    dashboard or report. 

Looking forward to your guidance on this. Thank you!"



Inbound Answered Call.jpg
Inbound Answered Call.jpg24 KB
  • 6 days ago

@Waruna Ranasinghe,

I could see that you've tried the 3CX Extension  from Zoho Desk Marketplace.

#1 - No ticket creation for Inbound answered calls.
The "Inbound Answered Calls" are currently recorded as call activities rather than tickets. To bridge this gap, we can implement a custom solution using a "Custom Function" to automatically generate a ticket for each inbound answered call. Additionally, we will investigate the issue where unanswered inbound calls are being specified as "Inbound Answered Calls." I recommend reaching out to our support team further, and we can schedule a callback to assess your requirements and provide a suitable solution.

#2 - Create contact in Zoho Desk for unknown numbers
Currently, the integration via the 3CX extension creates contacts using the contact number. If a contact with the same name already exists in the system, the details will be recorded and mapped accordingly. Otherwise, a new contact will be created in Zoho Desk with only the contact number. 

#3 - Capture all incoming queries to the single dashboard or report.
Zoho Desk integrates with social media platforms like Facebook and instant messaging services like WhatsApp Business Messenger. However, it seems your concern is consolidating all channel interactions into a unified dashboard or report. This is achievable only if instant messaging conversations are linked to ticketing and converted into ticket threads. If my understanding is incorrect, please share more details about your requirement so we can explore the case further and provide the best possible solution. (Note: If this is the requirement, then - we've got Channel-Wise Reporting available in which you can get the stats out of it.)


Thanks & Regards
Rahul JR, Zoho Desk Team

Of course Desk wants to be the complete platform for support, including hosting the customer-facing Knowledge Base. Those articles are surfaced at the ticket level, serving also as clues to customer concerns like run books.

However, we have an external KB, based on Gitbook, that is part of a larger learning platform. How would you recommend integrating that into Zoho Desk so our agents can access the same information as the internal KB?

Hi @Alfred De Rose,

You can leverage the IFrame or ASAP widget to automate live sync across applications. Let us know if you need any insights on setting it up!

Regards,
Shivani | Zoho Desk

Is it possible to efficiently select and forward tickets that belong to a specific category, such as the "English group," to another department in bulk? For instance, transferring 20 tickets from the English department to the Peru department. Currently, I use the "move" option to send them one by one, but this process is time-consuming.

Is there a method to perform this action with multiple selections at once?

Thanks,

  • 6 days ago

@Support Ismail,

Thanks for writing in. There are a few ways in which you can handle this...

Method 1: BULK MOVEMENT OF TICKETS BETWEEN DEPARTMENTS VIA "BULK ACTION"
You can select all tickets in a view and move them in bulk to another department. The "Move" action will be displayed at the top of the view action bar only when there are move than 50 records. Pleas refer the following screen-shot for reference.


Method 2 (Recommended for your need): MASS MOVEMENT OF TICKETS BETWEEN DEPARTMENTS VIA "MACROS"
We've introduced "Move Department" as an exclusive action inside the Macros. All you have to do is to include this action and create a Macro. This macro can be used via the Mass Action by selecting the records in the view. (Note: This can be applied to multiple records , even lesser than 50).


Please read the "Moving Tickets to a Department" section in the following help document that will explain the steps and the process in detail: https://help.zoho.com/portal/en/kb/desk/automation/macros/articles/creating-and-using-macros-to-update-tickets#Moving_Tickets_to_a_Department

Method 3: AUTOMATE MOVEMENT OF TICKETS BETWEEN DEPARTMENTS VIA "DIRECT ASSIGNMENT"
You can use the "Direct Assignment Rules" and configure a target to initiate the automation of movement of tickets from any department to a specific department when the condition is met. This will ideally handle the case as and when the record movement needs to be managed dynamically without any manual intervention. Following is a sample Target inside the assignment rule for your kind reference...


I hope this helps.

Thanks & Regards
Rahul JR, Zoho Desk Team

1. How to upload inline images via api in a thread in zohodesk?
2. How can I create custom function via api?
3.  are there any apis to find the daily api usage metrics? [ I know about dashboard] 
4. Is there api access for Zia/AI questions?

All these three questions are related to API access of zohodesk, please answer in the same context

Hi @oregano Dev,

1) 
Try using the
SendEmail Reply API with the Content-Type as HTML to include inline images in emails. Just ensure the images are publicly accessible

2) You might find this helpful →
Zoho Desk Integration Tasks | Help - Zoho Deluge

3 & 4) We have an internal API available for this. If you're interested, reach out to support@zohodesk.com to explore further.

Regards,
Shivani | Zoho Desk

  • 6 days ago

Best practices for migrating data to Zoho Desk:
[Here are a few things that you should know about the migration process during your Onboarding Period]

For simple and straightforward CSV imports, please do try our new UI import feature. It's intuitive and can be initiated by the customers from their end. -> Importing Data into Zoho Desk

Besides, Zoho Desk is equipped to accept data from many known services like Freshdesk, Zendesk, Salesforce, Kayako, Helpscout, Happyfox and few others. Our import engine has dedicated templates for processing data from all these services. Even for unknown services, CSV backup files are accepted.

1. Export a data backup from the source service and submit via the Zwitch form. Do furnish all the necessary details. Leave the standing instructions in the Zwitch note section. It can be related to department mapping, agent mapping or anything.

2. One of us will reach out to you via email, in case of zwitch issues. It could be related to invalid files, source portal inaccessibility, destination oauth issues. Or sometimes, the follow up would be for better clarity over the details related to import.

3. If everything is fit to go, the migration will be added to the queue. Completion time depends on the queue length and the volume of data being handled. On completion, a report will be shared.

4. You can share the residual/delta backup via Zwitch. Residual requests are normally expected within two weeks from the full data import. The same process goes all over again for the residual import.


Points to remember:
Generally we retain the migration data and information for the next 28 days to be answerable for queries regarding the migration. Beyond that, the data will be wiped off our import engine. This is in compliance with the GDPR and its regional counterparts across the planet.

On completion of each import batch, a report will be shared. It has the module-wise list of all failed entities and the cause of the failure. We are open to receive the corrective action course from the customers to get the failed entities imported. We'll be attentive and listening to your concerns throughout the migration process. Data availability and integrity are assured by the end of data transit.

Precaution:
Please make sure that the imported entities aren't deleted/trashed from Desk until the completion of the last batch of import. Deletion of imported entities can have consequences that could range between benign and undesirable. We don't encourage that.

For more reference, please go through these...


Regards
Gopal | Zoho Desk

A huge thank you to everyone for your active participation in our 5-hour Live Q&A on Tackling Zoho Desk's Onboarding Challenges! It was fantastic connecting with you, and we truly appreciate the enthusiasm and insights shared. We hope you found the discussion helpful! Your feedback is invaluable and helps us create even more insightful sessions in the future.
 
A special shout out to our expert panelists for leading vibrant discussions! While this session concludes, our support doesn’t stop here. You can always reach us at support[at]zohodesk[dot]com or through our forums for any further queries.
 
Stay tuned—another exciting Live Q&A with our next group of experts is coming your way next month! 
 
Wishing you success in your business!
Lydia | The Zoho Desk Team
 
 
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