Build data protection into your support

At Zoho, privacy is our principle. Every Zoho product is built with privacy as the foundation and the finishing touch, guiding every decision we make. Security, privacy, and compliance are woven into the software development lifecycle, starting from how we write our code, test, deliver, and maintain the features.

On this Data Protection Day, we want to share how Zoho Desk practices these principles every day.

  

Privacy standards during free trials

When you sign up for a Zoho Desk free trial, your data is handled in compliance with global privacy regulations. Privacy-by-design ensures that data collection, storage, and processing comply with data regulation from the very beginning.

Consent, transparency, and respect  

How does it feel when a support agent suddenly asks to “take control of your screen”?  

Zoho Desk avoids discomfort by ensuring explicit customer consent before any remote session or debugging activity begins. Customers are informed about how their data is analyzed and used, and support teams access only what is necessary to resolve the issue.

Not everyone needs to see everything   

As an admin, imagine sharing a ticket with an agent, only to realize later that it contained a customer’s card number or personal ID. Zoho Desk helps prevent such moments by allowing organizations to mask personally identifiable information (PII) such as credit card numbers, phone numbers, emails, and identity details. Sensitive fields are encrypted and visibility is restricted based on roles. This ensures that even while support is fast, privacy is never compromised.

Place data in the right hands  

Not every agent needs access to every detail. With role-based permissions in Zoho Desk, organizations can control who sees what across layouts, fields, and modules. Support agents see only what is relevant to their role, while administrators retain broader visibility.

Give everyone the right key, instead of handing out a master key.

Secure communication across every channel  

Whether customers reach out via email or chat, all communication in Zoho Desk is encrypted. Emails are protected by configuring DKIM and SPF, so that every conversation remains secure within Zoho’s ecosystem. So even when customers share sensitive details, their data stays exactly where it belongs: secure and protected.

Safe file attachments  

We have all hesitated before opening an attachment that the email sites as “suspicious.” Zoho Desk reduces that risk by restricting file types that can be attached to tickets and emails. This prevents harmful files from entering the system while keeping customer data safe during document sharing.

Clear audit trails  

Privacy is not just about prevention; it is also about accountability. Zoho Desk audit logs track who accessed or modified data and when actions occurred. This transparency helps organizations investigate issues, meet compliance needs, and maintain trust.

Privacy-driven support

Our support teams comply with GDPR, ISO, and other regional regulations and industry standards. We stay updated on evolving policies, and always seek consent before accessing customer data. We believe in open communication even during an outage or accidents.

The right to be forgotten   

Zoho follows strict data retention policies. During imports, exports, or migration from one data center (DC) or service to another, customer data is retained only for defined periods of two to four weeks and deleted securely within a planned timeframe. Customer data is never stored for prolonged time frames on support systems, ensuring end-to-end data encryption.

Learn more about Zoho's commitment to GDPR compliance.

Privacy tips for Zoho Desk users  

1. Enable data masking for sensitive fields.
   
2. Configure role-based permissions.
   
3. Review audit logs regularly.
   
4. Use secure communication channels.
   
5. These small steps make a big difference in protecting customer trust while delivering efficient support.
   

Zoho Desk, the privacy-driven support  

Privacy should not slow down support, and support can never compromise privacy. Zoho Desk brings together powerful customer service capabilities with security and privacy controls. You get transparency without complexity, compliance without confusion, and trust without trade-offs.

On this Data Protection Day and beyond, choose Zoho Desk to serve your customers with confidence, responsibility, and respect for their data.

Choose Zoho Desk. Deliver support that your customers trust. 

• Topic Participants

• Lydia | Zoho Desk

  

• Sticky Posts

• Register for Zoho Desk Beta Community

  With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

• Share your Zoho Desk story with us!

  Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

• Tip #1: Learn to pick the right channels

  Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

• Welcome to Zoho Desk Community - Say hello here!

  Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

• Webinar 1: Blueprint for Customer Service

  With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

• Recent Topics

• How to Hide System-DefinedTemplates in Service Report

  Is there any option available to hide system-defined templates? these templates are causing confusion for field users.

• WhatsApp Report in Bigin CRM

  Reporting feature for Bigin CRM’s integrated WhatsApp that provides insights such as: Number of WhatsApp conversations closed Number of messages sent and received Number of conversations replied to Response and closure metrics for WhatsApp chats More

• Issue with Azure DevOps Integration in Zoho Flow

  Hello, All workflows between Zoho Flow and Azure DevOps have stopped working for several days now. Upon further investigation, it seems that the connection to Azure DevOps is no longer directly supported. Indeed, Microsoft has deprecated the Azure DevOps

• Narrative 16: Simplify with workflows

  Behind the scenes of a successful ticketing system: BTS Series Narrative 16: Simplify with workflows What is a workflow? A workflow organizes business tasks in a defined sequence that makes each step clear to all participants. This ensures work is completed

• Zoho Invoice Customer Login Portal

  Are there any plans for a customer portal to Zoho Invoice, ala Freshbooks?  I would like customers that I invoice to be able to login to review invoices and invoice history.  I have not switched from Freshbooks for this very reason.

• Random Leads are being created

  Hi, Every few days I am getting random leads that are being created with no form interactions at all. The email addresses are from obvious spam, such as 'Easymerchantsx'. When I look at the timeline, there is a Visit record and then a Lead Created record,

• Print a price list or price book

  Hi Community. Am I right in concluding that Zoho has no functionality to print a price list from either Zoho CRM, Zoho Inventory or Zoho Books? I won't get stuck on the fact that Zoho doesn't sync price books between Zoho CRM and Books/Inventory (more

• Bar Chart -- sort X-axis

  Hi! I created a bar chart ("Top 10 Products by Revenue") X-axis: Product Name Y-axis: Revenue Filter: Revenue - Top 10 Here's a picture: http://screencast.com/t/ZTJlZTdkNz The x-axis is sorted alphabetically by Product Name. How can I force it to sort numerically by Revenue?

• ZoHo Flow Custom Function not Processing JSON

  JSON is being escaped and converting all the quotes in the JSON to '"' Here's the Code: void InsertRowInE123EligibitySheet(map input) { rawData = get("data",""); decodedData = rawData.htmlDecode(); data = decodedData.toMap(); sheet_id = "ID GOES

• Managing functions

  Can someone let me know if there are any plans to improve the features for managing functions in CRM? I have lots of functions and finding them is hard. The search only works on the function name and the filter only works on function type. I have created

• Zoho FSM - Service Appointment Trouble Adding Field Agent

  Hello, I just started using Zoho FSM and I'm currently adding older work orders from prior Field Service application I use. The work order that im trying to add is from an earlier date, and when I try to add a field agent to a service appointment it does

• 年内最後のユーザー向けイベント：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 (12/18)

  ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 12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（無料） https://us02web.zoom.us/meeting/register/QHn6kJAcRs-znJ1l5jk0ww ━━━━━━━━━━━━━━━━━━━━━━━━ 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 ワークアウト」を開催します。

• How do I get my account id?

  Hello, I followed the instructions to get a list of accounts of the currently authenticated user (which is me, and I am logged in). But when I follow the below instructions I get the following error: ERROR: {"data":{"errorCode":"INVALID_TICKET","moreInfo":"Invalid ticket"},"status":{"code":400,"description":"Invalid Input"}} Instructions that I am following: GET - User account details Purpose The API retrieves the list of accounts of the currently authenticated user.  Request URL  http://mail.zoho.com/api/accounts

• Zoho Quartz Screen Recording

  Hello, can we get access to Quartz, please, as a standalone solution? It would be great for creating training videos for current and future staff on how to use Zoho software according to our company requirements. Thank you

• auto close automated alert tickets which are similar

  Hello ZOHO Community, we are using ZOHO Desk to process automated monitoring alerts. Scenario: Our monitoring system creates a ticket when a threshold is exceeded, e.g. Subject: Computer 1 – CPU usage 100% – Error A few minutes later, once the issue resolves

• Maintain knowledge base integrity by moderating article comments

  Hello everyone, A knowledge base provides a self-service platform where customers can refer to articles, user manuals, and other resources to learn about the company's products or services and troubleshoot problems. Often, readers leave a comment on the

• Making another calendar your default calendar

  I am trying to make another calendar my default calendar when I add events to it. It keep going to a single calendar, I need it to go to my google calendar by default, as this is linked to other services / websites. I cannot find an option to make it

• Option to Delete Chats in IM

  Currently, there is no option to delete any chats in IM, regardless of their source.

• Referencing a cell from another sheet

  My workbook has multiple sheets. Each sheet has some calcluated totals in certain cells. The front master sheet has a list of everything that is detailed on the other sheets, with the totals. These could change at any time, so the totals need to be references to the other cell's value, not a fixed number. So on the master sheet, I put in =, then go the other sheet and choose the cell and hit Enter. In regular Excel, this works. But in the Zoho sheet, it doesn't work. I have to edit the result by

• Group mail for external email addresses

  Hello, I was just wondering if the Group mail feature works with external email addresses - e.g. gmail.com or a completely different domain? it seems only internal addresses (hosted with Zoho) receive the mail. Thanks, Oliver

• The email address you have entered belongs to a different deployment/region.

  Hi, I am trying to create the user - mprust@crombiecomputers.co.uk but keep getting the message below -  The email address you have entered belongs to a different deployment/region. Please contact support@zohoaccounts.com for assistance. Look forward

• Use Zoho Flow Credits for CRM ‘Actions by Zoho Flow’

  Hello Team, We would like to submit a feature request regarding credit usage for “Actions by Zoho Flow” in Zoho CRM. Use Case: We are Zoho One users and actively use Zoho Flow, where our organization has 52,000 Flow tasks per month. In Zoho CRM, we use

• Unusual activity detected from this IP. Please try again after some time.

  Hello Zoho admin and IT team We are a registered website in Eloctronic services and we been trying to add our users to the zoho system but this issue faced us ,, hope you unlocked us please.

• Alert if a field is ticked.

  Hi There, We have two modules named Opportunities (Deals) and End Users (CustomModule1), as per the image below. Within Opportunities, we have a lookup field that looks up from the End Users Module. We are looking to get an alert either via email or another

• Zoho CRM Analytics - Allow To Reorder Dashboards

  I would like to suggest that you add the ability to reorder dashboards in the Analytics Module. I can see that this has been requested some time ago, the latest 9 years ago. I am not sure if this is a big or small endeavor, but such a small fix can go

• Sending a Template to Sign

  hi, trying to send a template to be signed using this as a test: $accessToken = "1000.xxx" $templateId = "1234" $uri = "https://sign.zoho.eu/api/v1/templates/$templateId/createdocument" $payload = @{ templates = @( @{ template_id = $templateId request_name

• Adding Choices in a Sub-Form Dropdown

  Hi, Has anybody tried Adding Choices to a Dropdown in a Zoho Creator Sub-Form programmatically? My Deluge code adds rows to a subform with 2 fields A and B. A - text field. B - dropdown. My Deluge script adds the row and displays A successfully. For the

• Zoho CRM Email Templates 100% Width No Background How?

  Hi, On the Zoho CRM Email Templates in setup > customization > templates > new templates > I choose blank template, but still it puts in a gray background and a max width for the email. I just want to make an email that looks like an email I would send from gmail that has no background or max width. How do you do this? 

• Checking client unsubscribe details

  Hi team, Can you please let me know where we can check if a client has unsubscribed, along with the date and time it was done? If this information is not available at our end, please help confirm the unsubscribe date for the below email ID from the backend:

• Optimum CRM setup for new B2B business

  Can some advise the most common way to setup Zoho CRM to handle sales for a B2B company? Specifically in how to handle inbound/outbound emails. I have spent hours researching online and can't seem to find an accepted approach, or even a tutorial. I have

• Scan and Fill CRM Lookup Field

  Not sure if there is a reason why this isn't possible or if I'm just missing it. But I would like to be able to use the scan and fill feature on the mobile app to prefill the CRM lookup field and fetch the rest of the data in the form.

• Customer Management: #2 Organize Customers to Enhance Efficiency

  When Ankit started his digital services firm, things felt simple. A client would call, ask for a website or a one-time consultation, Ankit would send an invoice, get paid, and move on. "Just one client, one invoice. Easy.", he thought. Fast forward a

• Zoho Mail and Zoho Flow integration to automatically create ToDo tasks from outbound emails

  How do i setup Zoho Mail and Zoho Flow integration to automatically create ToDo tasks from outbound emails

• Attachments between Zoho and Clickup, using Flow.

  Olá suporte Flow, tudo bem ? Estamos usando o flow para integrar Zoho Desk com o clickup. Não localizamos a opção de integrar anexos entre do zoho Desk para o clickup. Gostaríamos de saber se migrando para o plano pago, teremos suporte para fazer a integração

• Adding an Account on Zoho Mail Trigger in Zoho Flow

  I'm trying to create a flow using the zoho mail trigger "Email Receive". My problem is that when I select this trigger, it only shows one account from the account dropdown. I'm planning to assign it on a different email. How can I add other email ad

• Linnworks

  Unless I am missing something, the Linnworks integration is very basic and limited. I have reached out to support but the first response was completely useless and trying to get a reply in a timely manner is very difficult. Surely I should be able to

• Test data won't load

  I am using a Flow to receive orders from WooCommerce and add them to a Zoho Creator app. I recently received an order which failed, and when attempting to test the order I found that it just shows a loading animation and shows up in the history as "queued."

• AddHour resets the time to 00:00:00 before adding the hour.

  Based on the documentation here: https://www.zoho.com/deluge/help/functions/datetime/addhour.html Here's my custom function: string ConvertDateFormat(string inputDate) { // Extract only the date-time part (before the timezone) dateTimePart = inputDate.subString(0,19);

• WhatsApp Link is not integrating

  Hello, I am using zoho flow. when new row added in google sheet it sends email to respected person. In email body I have a text "Share via WhatsApp". behind this text I putted a link. But when the recipient receives email and wants to share my given info

• Zoho flow - Webhook

  If I choose an app as a trigger in Zoho Flow, is it still possible to add a webhook later in the same flow?

• Next Page