The power of camaraderie

The power of camaraderie

In the days before the internet boom, conversations happened face-to-face or over the phone. Phone calls were precious; every minute counted, and every word mattered. We looked forward to those moments of real connection. Even today, nothing quite matches the depth and delight of a face-to-face conversation.
Then came the internet, and with it, a revolution in how we communicate. Messaging, chats, social media, and video calls, people across the globe can now connect instantly. No matter the distance, we’re closer than ever before. Recognizing the importance of these human connections, the United Nations has designated July 30th as International Friendship Day. It is a day to celebrate bonds that go beyond boundaries.

Friendship in customer service

In customer service, most interactions are professional, but they are still rooted in human connection. At its heart, support is about trust, empathy, and cooperation, just like friendship.
Zoho Desk is built to help organizations connect with customers from anywhere in the world, creating not just resolutions, but relationships.

From transaction to relationship  

Customers reach out to support teams for different needs at various times. Going beyond quick fixes, remembering organizational preferences, providing proactive support, offering best practices, use cases, and sharing resources on the Knowledge Base builds genuine rapport.
Zoho Desk Tip: Use the Ticket Timeline and Contact History to personalize every conversation. With this context, you can understand the frequency of conversations with the customer and the issues previously encountered. This fosters customer support to a meaningful relationship.

Setting healthy boundaries  

Boundaries are important in every relationship. Clear, healthy boundaries reduce frustration, build trust, and support mutual respect.
Zoho Desk Tip: Use Business Hours and Holiday Lists in Zoho Desk to define your team's availability across time zones and regions. Use OOO (out of office) auto-responses and configure Guided Conversations to provide self-service offline support. This helps customers know when to expect a response and allows teams to manage workloads fairly, creating a respectful and balanced experience for both sides.

A global friendship  

Friendship isn’t limited by geography, and neither is great customer service. For global products and services, culturally aware and localized support is essential. Language and regional preferences must be respected to create meaningful connections.
Zoho Desk Tip: Configure region-specific SLAs in Zoho Desk to deliver timely, localized support across the globe, all from one unified platform.
Enable multi-language support for your Help Center so your Knowledge Base and communications are available in your customers’ preferred languages.
This reflects inclusivity, care, and a more personal customer experience.

Customer connection

Trust and openness are the foundation of a great friendship. Empowering customers to connect, share, and learn from one another builds stronger relationships.
Zoho Desk Tip: The Zoho Desk Community can be a vibrant space to comment, share ideas, connect with people in the organization, and engage with fellow users. Shared learning and meaningful connections contribute to collaborative growth.
Enable agent name visibility in email replies and ticket conversations. This adds a human touch to every interaction, which helps customers feel connected and builds familiarity and trust.

Checking on you like a friend does

When a customer faces an issue that affects their business, the support agent works hard to resolve it as quickly as possible. But they don’t stop there: The agent follows up to check how the customer and their business are doing. This builds trust and strengthens loyalty.
Zoho Desk Tip: Use Follow-Up Tasks and Reminders in the Activities module to reconnect with customers and show them you truly value the relationship.

Turning feedback into friendship  

It can be disheartening for the support team when a customer leaves a poor rating after their ticket is resolved. But instead of letting it go, the team reaches out, acknowledges the customer’s experience, and listens.
They work to understand what went wrong, find a solution, and learn how to improve.
Zoho Desk Tip: Use the Customer Happiness Rating and Reports to turn negative feedback into meaningful conversation and loyal customers into long-term advocates.

On this International Friendship Day, we celebrate the human connections that make great service possible. With tools like Zoho Desk, you're not just resolving tickets. You're building trust, creating meaningful interactions, and turning everyday conversations into long-term partnerships.
Because just like in friendship, the best support listens, understands, and shows up every time.
Here’s to making every customer feel heard, valued, and supported.
Support rooted in friendship goes a long way.
Wishing you a Happy International Friendship Day!
Warm regards,
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

    • Shared Mailbox - Mark as read for all users

      Hi all, Maybe someone can help me out. At the moment we have a shared mailbox without streams. When a users reads an mail or marks it as read other users will not see this. How can we resolve this? We now archive the mails when read and followed up. However

    • Can I export to PDF in Zoho Learn

      I have seen help pages where export to pdf options are available but I do not see that option available from the application. I see that exprt is available in my free trial version but that is only to html pages. I need to be able to export my manuals

    • Staff rules

      Hi! Do you people know what are the default staff rules when a new booking is created? We have two staff members in my team (me as the admin, and my employee). As we share the same services, I'm wondering how Zoho will pick the staff for new apointments.

    • Add Image Upload Field to Zoho Bookings Registration Form

      Hi, We would like to request the addition of an image upload field to the Zoho Bookings registration form. Currently, Zoho Bookings only supports text-based fields (e.g., Single Line, Multi-Line, Email, Checkbox, Dropdown, Radio Button, and Date), but

    • Merge Tags Output Incorrect Placeholder Text After CRM Sync

      Hi everyone, I’m experiencing an issue with merge tags in Zoho Campaigns after last sync of contacts and leads from Zoho CRM (days before everything worked perfectly). Here’s the situation (seems like a default configuration in Campaigns) : My leads have

    • UI Improvement - Ability to Collapse Flow

      The UI for Flow is generally pretty good. However, when multiple decision trees are used, the layout can get pretty convoluted and hard-to-follow (see one of my Flows below): In these cases, even the auto-arrange fails to make this something that a normal

    • Windows agent 2025_M02 release notes

      Agent Version: 111.0.3.300 Release date: 24 February, 2025 Various Major enhancements to improve overall performance and optimize the user experience. Squashed a few bugs to improve overall product quality.

    • Windows agent 2025_M01 release notes

      Agent Version: 111.0.3.299 Release date: 05 February, 2025 Major Enhancement: Live Monitor feature compatibility released. Major Enhancement: Updated Scaling for multi technician cases with Android and Web based viewers. Various other bug fixes and performance

    • how to record deferred revenue?

      Dear Zoho Team, We issue invoices relating to 12-month web hosting service. When we issue the invoice, we should record the entire amount of the invoice as DEFERRED REVENUE (ie. $10 x 12 mths = $120, balance sheet item). After the particular month of the hosting service, $10 of revenue has been earned and deferred revenue amount will be $110. We must keep adjusting the balance sheet and income statement over the course of the service until the company has fulfilled its obligation of services and

    • Narrative 13: Importing your data

      Behind the scenes of a successful ticketing system: BTS Series Narrative 13: Importing your data When importing data into an application, it is crucial to prevent data loss or duplication. These types of errors can hinder the development of a clean and

    • Blueprint Not Triggering When Lead Status Is Updated by Workflow (IndiaMART Integration)

      I have set up a blueprint that triggers when a lead’s status is “New Lead.” Our CRM is integrated with IndiaMART, and when leads are created from IndiaMART, their Lead Status is initially set to None. To handle this, I created a workflow that automatically

    • Update Subform in specific field(Status) without affecting other fields in Zoho CRM using Deluge?

      Scenario: PRODUCT Module(change name Plot) in any product status change From Available to Booked then on PROJECT Custom Module have Subform So, Subform name is Property Details now in that Subform 1 field is STATUS that update according to  product status

    • YouTube Live #2: Agreement Intelligence with Zoho Sign's eSign AI assistant

      Hi there, We're back again with our YouTube live series and this time, we'll take you through our holistic agreement intelligence powered signature workflows. Struggling to draft an agreement? Need help double-checking clauses and going through complicated

    • Can I Build a POS using ZOHO creator and integrate it with ZOHO Books?

      Hello,  I have a Zoho Books account and I was wondering if I can have a POS system that integrates with it. Primarily with Inventory, Customers and Payment and ofcourse Create invoices and credit notes.   So, would Zoho creator provide me with this solution?  Thank you, 

    • An important update for Zoho Cliq desktop users

      The latest version of the Zoho Cliq desktop app (v1.8.0) will no longer be supported on macOS 10.15 Catalina and earlier versions. This is because the framework we use (Electron) no longer supports some older macOS versions. If you’re using macOS 10.15

    • Zoho Projects - Visual improvement to parent and sub-task relationship

      Hi Projects Team, My feature request is to improve sub-task visibility. Please see screenshot below. I really think parent child relationships could be visually improved. Even if the first letter of the parent task was inline with other same level tasks

    • New Toolbar in Zoho Sheet

      We have revamped our toolbar design in this new version of Zoho Sheet. Below are some screenshots to help you get accustomed to this new interface. Click on the picture below to view the animated image in its original size. Scroll down this post to learn about the changes. Highlight of Changes: The previous format tab is now split into 2 tabs - Home and Format. The Home tab contains the commonly used functions and the Format tab holds formatting related options. Under the Home tab towards the far

    • Zoho inbuilt Telephony made a lot of issues!

      Hi there, I am a user that I am working with zoho inbuilt telephony around 1 month. Non of my colleagues are happy with this app! most of the time customer cannot hear my customer service team, customers say our voice is breaking. whenever Telephony support

    • Sending workflow notifications using popular chat services

      Hello everyone, We have introduced instant and scheduled notifications on some of the most popular chat platforms to facilitate easy collaboration, quick action, and wider reach. Workflow notifications can be sent to the following chat platforms: Zoho

    • Webhook not firing.

      I created a webhook using the Web UI, it looks very nice and the testing worked without an issue, but when i save/ update a ticket, the webhook is not firing. Here are the details of the web-hook i get from using the API "modifiedTime": "2019-10-22T09:23:37.380Z",

    • Adding Images to a Quote in Zoho CRM

      We are currently preparing to use Quotes in Zoho CRM and we are building out our Quote templates.  We came across an issue of not being to add Images of the products to the Quote - specifically in the body of the Quote templates.   This is a problem,

    • Applications built with Zoho Creator

      Hi, I’m really interested in seeing how others have built their application using Zoho Creator, especially those designed for external users (clients, vendors, or the public). If you’ve developed something along those lines and don’t mind sharing, I’d

    • Is it posssible to add Asap Widget on Wordpress?

      I have tried to add the ASAP widget so users could iniciate chats and see the KB information but nothings seems to work. I have tried to add the script using a php snippet that adds the to the footers and also tried one for the header in the functio

    • Require ticket resolution

      Hi Zoho team, Is there a way to require resolution even if an agent did not use a blueprint? for example, our blueprint has a "resolve" transition but what if agent revoked blueprint and manually set the status of ticket to closed? Is there a way where

    • Tables from ZohoSheets remove images when updated from source

      I have a few tables from a ZohoSheet in a ZohoWriter document that will remove the images in the cells when I refresh from the source. The source still has the images in the table when I go to refresh. After updating from the source, as you can see the

    • API Pagination Error: 'from' Parameter Limit

      Hello, I am encountering an error while paging through the Zoho Desk API results: Status code: 422 - {"errorCode":"UNPROCESSABLE_ENTITY","message":"The value passed for field 'from' exceeds the range of '0-4999'."} Is 5000 the maximum number of records

    • How to go to the next open ticket in the queue when agents closes ticket

      Zoho Desk When agent closes a ticket - eg when they choose 'Send and Close" - where is the setting that automatically redirects them to the next open ticket in the queue?

    • CRM verify details pop-up

      Was there a UI change recently that involves the Verify Details pop-up when changing the Stage of a Deal to certain things? I can't for the life of me find a workflow or function, blueprint, validation rule, layout rule ect that would randomly make it

    • Custom templates for calendar report

      What about being able to design custom templates for the calendar report, as well as for other types of reports? I think more users are waiting for this.

    • 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

    • Disable payment thank-you emails

      Hello, can someone please tell me how to disable sending of the "Payment Thank-You" emails? 

    • Maximum tags possible in Contacts Records

      I read in some documentation that Zoho allows a total of 200 tags across all records. Is this correct? So is it not possible to have one tag per record for 500 records?

    • Any way to "Pay with Check" or "Refund with Check" for Credit Notes?

      When we have a Bill in Zoho Books, we can select the "Pay with Check" option which then allows us to print/cut the check directly out of Zoho Books. When we created a Credit Note and want to refund the customer, is there any way to Refund with Check,

    • CRM Mobile reports

      When our engineers finish a job they like to email the customer a job report. This is best done todate as an email template but we can find no way to include an image field from that module. Is there any other options?

    • When Zoho Tables Beta will be open to EU data center

      Hello all, We in EU are looking at you all using and testing and are getting jealous :) When we will be able to get into the beta also? We don't mind testing and playing with beta software. Thank you!

    • Start Form on a different page (i.e., hide form pages)?

      I have a Zoho form that uses the `Field Alias - Prefill URL` feature. My goal is to have a pre-filled field that directs the user to a specific starting page in the form. For example: The URL will have a field alias that will auto-populate a field with

    • How can we disable "My Requests"?

      We are not using this functionality in our system at all and our users get confused.

    • PayPal payment received recording problem

      Hi, A little while back one of our customers used the PayPal payment option to pay an invoice For some reason though the payment is showing up twice within the Payments section of the invoice! Instead of setting the invoice value to ZERO, it now shows a negative value Anyone else face this problem? I've checked PayPal and there is only 1 payment in reality... A bug? Actonia ps: for anyone from Zoho Customer Service or tech team,  its Invoice 785 in our account

    • server response: 451.4.7.1

      Good day.  Some email clients of our domain receive an error about sending and receiving letters. while for the rest everything works fine. access to the mail made by pop protocol. Bless the mistakes: "server response: 451.4.7.1 System error". 

    • string(87) "{"code":"INVALID_TOKEN","details":{},"message":"invalid oauth token","status":"error"} " grtting this error

      Using access token i am trying to add sales orders through api but it is throwing errors like the above i have mentioned. Please help me for that

    • Next Page