Problem with UTM Parameters: Zoho Forms - Zoho Desk Integration

Problem with UTM Parameters: Zoho Forms - Zoho Desk Integration

Hi Zoho Support Team,

I want to automatically capture UTM Parameters from my website URLs and pass it from Zoho Forms into Zoho Desk.

I have activated the UTM tracking feature. I've integrated the UTM Tracking code in my website footer on all pages. I've integrated the form via iframe.

Now I am experiencing an issue mapping UTM parameters from Zoho Forms to Zoho Desk. The parameters are not appearing as selectable options in the integration mapping dropdown for Zoho Forms.

 My Current Setup & Problem:

 

  • Zoho Forms: UTM Tracking is fully activated under the Share tab.
  • Zoho Desk: I have created the matching custom Single Line text fields (UTM Source, UTM Medium, etc.) in the correct Ticket layout and department.
  • The Issue: When I go to Integrations > Zoho Desk to map the fields, the Zoho Forms dropdown menu only displays standard fields and system metadata (like IP Address and Referrer Name).
  • The actual UTM tracking parameters (utm_source, utm_medium, etc.) are completely missing from the list.

 

Second problem:

 

Referrer Name: I can send this parameter to Zoho Desk, however the url of the form’s web page is being sent instead of the page, from where the visitor came to our website. I would like this fixed as well.

 

Troubleshooting already completed:

 

- Hard browser cache clear.

- Disconnected and reconnected the Zoho Desk integration entirely.

- Disabled and re-enabled UTM tracking in Zoho Forms.´

 

Despite these steps, the tracking fields will not populate in the dropdown menu. Could you please investigate why Zoho Forms is failing to expose these active tracking parameters to the Zoho Desk integration layer?

 

Thank you and kind regards

Julia



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