Feature Request: Dynamic Date Filter Criteria
Please implement the ability to select a dynamic date for all Filter Criteria. This would be helpful to create views that don't constantly need to be updated (example custom date field on an account) Examples: - Today - Tomorrow - This week - This Month
ScreenPop > Ticket integration?
I'd like a way for my agents to operate this way: 1) Incoming call activates a ScreenPop. 2) If phone number matches a number in the database and any tickets exist for that company, show those ticket references (links) in the ScreenPop, allowing the agent
Urgent Escalation Request - Severe Performance Issues and Errors in Zoho Desk
Hi, I am experiencing a serious issue with my Zoho Desk account. Since Sunday, we have been encountering error messages such as "Unable to process your request" when attempting to open new tickets or update information in existing tickets. In addition
Any way to sync Projects task → Desk ticket (not just Desk → Projects)?
Hey, I'm familiar with the native integration that lets you add a Zoho Projects task from Zoho Desk. What about the opposite direction — is there any native integration for that? If not, is there a way via the API to create a ticket and link it to a Projects
Zoho Desk: Mobile Updates | Q2 2026
Hello everyone, Greetings! As we have reached the end of Q2, here's a quick look into everything released during the second quarter of 2026. We've introduced several enhancements to help support representatives work more efficiently, with improved access
Zoho Desk - Archiving Contacts
Hi, We have a lot of customers in Zoho Desk with associated contacts. When a contact leaves we want to be able to still have their tickets in our history as this is important. But we don't want to have all these contacts that no longer work for the company.
Incoming Threads Report
From data to decisions: A deep dive into ticketing system reports Customers raise questions and issues through multiple channels, such as email, chat, or tickets. To monitor the number of queries received on a specific day from each channel, leads can
Build multiple sandboxes to test, validate, and deploy independent cases
Hello everyone, When multiple departments operate within the same system, parallel testing often becomes essential. Each team may be working on separate configurations, workflows, or automation rules at the same time. Without a way to isolate these configurations,
The ripples of social media transforming customer support
We are here. Follow us here: Zoho Desk on X Facebook Instagram LinkedIn Youtube Advancements in the internet and gadgets have made social media accessible from anywhere, all the time. You need to keep up with your customers' online habits, because every
Better way to keep track of open Support Tickets
Is there a way I can mark or flag open Tickets with Zoho support so we can keep better track of them? The way it is set up now is kind of a mess and hard to keep track of. Some Tickets are resolved quicker than others and some take more time. When I log
Managing visibility and focus in Zoho Desk using accessibility controls
Hello everyone, Support teams rely on interfaces that are easy to read, navigate, and interact with. To make Zoho Desk more inclusive and accessible for users with diverse needs, additional accessibility improvements have been introduced to enhance text
Ticket status does not update upon layout change
Hi team, I'm encountering an issue with ticket layouts and Blueprints in Zoho Desk and would like to understand whether this is expected behavior or a bug. Scenario I have two ticket layouts: Helpdesk Integration The Integration layout has its default
Manage WhatsApp conversations across Zoho services using one phone number
If your teams use multiple Zoho services to handle different business functions, such as support, sales, or other Zoho tools, you might have asked this question: Can we manage all WhatsApp conversations using the same business phone number across these
Enabling OIDC Authentication for Help Center
Hello everyone, When multiple users access the help center, managing authentication securely can be challenging. To simplify this, organizations can enable OpenID Connect (OIDC) authentication for the Help Center. OIDC allows users to sign in with their
Users can now notify the contact while adding a 'Resolution' to the ticket.
Hello, In the latest version of the Desk iOS mobile app (v2.6.4), users can now notify the contact while adding a 'Resolution' to the ticket. Also, the 'Resolution' UI has been tweaked to support edit and delete option. Please update the app either
Time between Open and Resolution entered
Good day, I use Analytics for reporting. Does anyone know which field I can use to determine the time between when the ticket was opened and the time a resolution was entered? Thanks
/agent?action=CreatePortal Error "Your request cannot be processed"
The title. What do i do? I cant access any "desk" features.
GEO and Zoho Desk
Has anyone done anything with GEO (generative engine optimization) and zoho desk KB? Are there any plans from Zoho on adding the ability in inject GEO scripts in KB Articles?
Ask the Experts 30: Automating your support operations
Hello everyone, Welcome to Ask the Experts (ATE) 30! We're back with another round of text-based discussions. Customer support, the lifeline of every business, is about helping customers and gauging customer satisfaction. More than fixes, customers expect
Knowlarity PhoneBridge Integration – Calls Not Logged in Zoho Desk
We have successfully integrated Knowlarity with Zoho Desk. Incoming call pop-ups are working correctly, and the integration appears to be connected. However, after the call is completed, no call records or call history are being created in Zoho Desk.
Zoho Desk iOS app update: Filter and Timeline feature on the Tickets module
Hello everyone! We have introduced a Filter option in the ticket module to help you to refine the ticket listing based on specific criteria. You can now create and edit saved filters to easily manage frequently used filter configurations and access them
Create a Custom view that displays the current signed on support reps Tickets
Is there a way to create a custom view that has criteria that says Ticket Owner = [Current Signed on Support rep]?
New Feature : Copying tickets with all the contents such as conversations/history/attachments etc
Sometimes our customers and distributors do create tickets (or send emails) which contain more than one incident in them and then also some of the further conversations which are either created by incorrect new tickets or replies to old tickets are being created as combined tickets. In such cases we require to "COPY" the contents of the tickets into separate tickets and merge them into their corresponding original tickets. The "CLONE" feature doesn't copy the contents (especially the conversations
Setting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer and
Client Script also planned for Zoho Desk?
Hello there, I modified something in Zoho CRM the other day and was amazed at the possibilities offered by the "Client Script" feature in conjunction with the ZDK. You can lock any fields on the screen, edit them, you can react to various events (field
Zohodesk extension uninstall
When I have tried to develop a extension . Why I can't delete connection or uninstall extension in zoho desk. Please help.
Turn off workflow Applied pop-up
hi We are new to Desk. I have a rule to set to "waiting for customer" when agent sends reply. This comes up every time. How to i turn off? Or am i seeing as admin.
Turn off Knowlege Base Follow options and Follower lists
Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer names
Zoho Desk ticket Draft Saving causes Focus to be lost
Hello, I've experienced and had a number of reports from my other team members that we've recently started having an issue where when Desk's automatic draft saving takes place (we can see the "Saved XX:XX" text changes to "Saving draft..." and the cursor
Need help setting up automated customer reminder sequence for tickets awaiting customer reply
Hello Zoho Desk Community, I am trying to set up an automated reminder and closure process in Zoho Desk for tickets where our team is waiting on the customer to respond. We have a ticket status called: Open -- Awaiting Reply The intended workflow is:
Temporary Telegram Messaging Restriction in India
The Government of India has temporarily restricted access to Telegram in India. This action has been communicated by the National Testing Agency (NTA) through an official public notice. Read the full notice here. Impact As a result, Telegram messaging
Small one person business needs everything in one place
I just purchased a business and have a couple of your services. I would like to get everything in one place. I am a state trainer. I would like to get my invoices, payments, online classes, calendar for scheduling, maintenance, etc. in one place. can
Re-Apply SLA When Ticket Reopened from Closed Status?
If you have an SLA applied, timers are deactivated when going to "On Hold" status type and reactivated when going back to an Open status type. What we discovered is when a customer replies to a closed case and it reopens, the SLA is not applied and timers
Layout Rules Don't Apply To Blueprints
Hi Zoho the conditional layout rules for fields and making fields required don't work well with with Blueprints if those same fields are called DURING a Blueprint. Example. I have field A that is used in layout rule. If value of field A is "1" it is supposed to show and make required field B. If the value to field A is "2" it is supposed to show and make required field C. Now I have a Blueprint that says when last stage moves to "Closed," during the transition, the agent must fill out field A. Now
How to show product cards in your chatbot
Hey everyone, If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick. There will be no images, no specs,
Problem with the blueprint flow.
Scenario: 3 departments in a single environment: A-B-C agents from department 1 D-E-F agents from department 2 G-H agents from department 3 Since we've been using Zohodesk (2023), agents can assign tickets to the correct department using the blueprint
WhatsApp Calling Integration via Zoho Desk
Dear Zoho Desk Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho Desk. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need for traditional
Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last
Permission Denied for Worklogs URL
We're attempting to pull worklogs data from service desk plus and when using the below URL we are met with a message stating we do not have permission. https://sdpondemand.manageengine.com/api/v3/requests/xxxxxx/worklogs/ We used SDPOnDemand.requests.ALL
Records from ATE 29: Knowledge Base, Community, and AI for smarter user education
Hi Everyone, "Ask the Experts 29" was an engaging session, where we explored how to utilize the Knowledge Base for customers and internal teams, as well as emphasizing the importance of our Community. This post highlights the questions and use cases discussed,
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