Ask the Experts 9: A 5-hour online Q&A on Zoho Desk Mobile Apps

Ask the Experts 9: A 5-hour online Q&A on Zoho Desk Mobile Apps



Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.

As the holiday season begins, we're hosting one last ATE session before we sign off for the year. To keep things contextual, this month's ATE explores how support teams can plug in and out of work easily, using Zoho Desk's mobile apps. It lets you stay connected with your customers and delegate work on the go. During the session, we will explore two major tracks: 
  • Delivering contextual and timely support using the Zoho Desk mobile app.  
  • Gaining valuable insights and support metrics for managers, using the Radar app
Post your questions as comments below and our experts will answer them in real time on 12 December, 2019 from 6:30 - 11:30 AM PST. 

Note: This is NOT a webinar. This event is a text-based discussion on the Zoho Desk community where our experts will field your questions for five hours straight. Start posting your questions as comments below. 

P.S.: Unable to view the comment box? Use the Sign in option above to view the comment section and start posting your questions. 

Previous ATE Sessions:
  1. Ask the Experts 1: Setting up departments and multi-branding
  2. Ask the Experts 2: Advanced process automation
  3. Ask the Experts 3: Reports and Dashboards
  4. Ask the Experts 4: Agent Productivity
  5. Ask the Experts 5: Zoho Desk Extensibility
  6. Ask the Experts 6: Self-Service
  7. Ask the Experts 7: Telephony and Call Module
  8. Ask the Experts 8: Everything Zoho Desk




    Access your files securely from anywhere



                          Zoho Developer Community




                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                  • Ask the Experts



                                                            • Sticky Posts

                                                            • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

                                                              Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any
                                                            • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

                                                              Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
                                                            • Ask the Experts 5: Online Q&A on Zoho Desk Extensibility

                                                              Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
                                                            • Ask the Experts 4: A 5 hour online Q&A on agent productivity

                                                              Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.
                                                            • Ask the Experts 3: A 5 hour online Q&A on reports and dashboards

                                                              Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.


                                                            Manage your brands on social media



                                                                  Zoho TeamInbox Resources



                                                                      Zoho CRM Plus Resources

                                                                        Zoho Books Resources


                                                                          Zoho Subscriptions Resources

                                                                            Zoho Projects Resources


                                                                              Zoho Sprints Resources


                                                                                Qntrl Resources


                                                                                  Zoho Creator Resources



                                                                                      Zoho CRM Resources

                                                                                      • CRM Community Learning Series

                                                                                        CRM Community Learning Series


                                                                                      • Kaizen

                                                                                        Kaizen

                                                                                      • Functions

                                                                                        Functions

                                                                                      • Meetups

                                                                                        Meetups

                                                                                      • Kbase

                                                                                        Kbase

                                                                                      • Resources

                                                                                        Resources

                                                                                      • Digest

                                                                                        Digest

                                                                                      • CRM Marketplace

                                                                                        CRM Marketplace

                                                                                      • MVP Corner

                                                                                        MVP Corner





                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now


                                                                                            Zoho Show Resources


                                                                                              Zoho Writer Writer

                                                                                              Get Started. Write Away!

                                                                                              Writer is a powerful online word processor, designed for collaborative work.

                                                                                                Zoho CRM コンテンツ










                                                                                                  Nederlandse Hulpbronnen


                                                                                                      ご検討中の方




                                                                                                            • Recent Topics

                                                                                                            • Its 2022, can our customers log into CRM on their mobiles? Zoho Response: Maybe Later

                                                                                                              I am a long time Zoho CRM user. I have just started using the client portal feature. On the plus side I have found it very fast and very easy (for someone used to the CRM config) to set up a subset of module views that make a potentially extremely useful
                                                                                                            • If Problema Formula

                                                                                                              Ceil(Datecomp(${Seguimiento de Venta.Fecha de la proxima visita},Now())/1440) Tengo porblema al plantear el If Quiero que si el valor es dega
                                                                                                            • Trying to do commission tracking with zoho crm, can i do a Lookup against multiple fields in a module?

                                                                                                              So i'm still designing my zoho one crm as i come over from salesforce. One of the things i'm trying to build is a commission tracking module. At some point i'll probably hire someone to help with custom code, I'm just proof of concepting it. I"m not sure
                                                                                                            • Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually

                                                                                                              Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able
                                                                                                            • Commerce service

                                                                                                              If I am selling a service in Commerce, how do I turn off shipping?
                                                                                                            • Customer Portal Zoho Desk | Sort ticket list

                                                                                                              Hello, If you view the ticket list inside the desk portal (https://xyc.zohodesk.eu/portal/de/myarea?departmentId=xyz) all tickets are displayed depending on the filters: department "my tickets" / "team tickets" status group/type channel My questions:
                                                                                                            • Train Zia answer bot on only part of Knowledge Base?

                                                                                                              We are trialing Zia answer bot and hope to use it on the knowledge base to help our users find the information they are looking for. I have found how to train Zia on the entirety of our knowledge base. But is there a way to train it on only certain categories
                                                                                                            • Customer/item(s) bought view

                                                                                                              Hello In Inventory/Customers/Transactions tab, how do I see what it is the customer actually ordered/bought without having to open each SO? Our customers buy a number of items thoughout the year. I've look at each transactions drop down, and no-where
                                                                                                            • ERROR: Product type cannot be changed for Items having transactions.

                                                                                                              I have mistakenly added a product type as goods for an item that was a digital service. Now when HSN/SAC became mandatory, this brought my attention to this error I did. So I tried changing the product type but it displayed this error message Product
                                                                                                            • Inventory Asset vs Finish Goods vs Work in Progress please explain or help me choose

                                                                                                              New to this so please if you can help in any way I would really appreciate it. So here we go. I make and sell and item which is made out of bunch of other items. (Composite Item). Now one of the parts that the item is made from is also a composite item.
                                                                                                            • WorkFlow to Update Custom Field in Sales Order with Tracking Information from Shipment of that Sales Order

                                                                                                              Hello All- I'd like to update the sales orders with the tracking information I enter in the shipping document. What is the proper variable to get the tracking information out of the shipping document? See attached.
                                                                                                            • ZOHO Desk-Enable Ticket Notification sound

                                                                                                              Hi, I answer the helpdesk tickets for Sevenstar. How can I enable the Ticket Notification sound when I receive a new ticket?
                                                                                                            • Differentiating between invoice templates when adding custom fields

                                                                                                              We are adding HS codes to the items which we would like published on our international customers invoices plus other export data required. We don't need this data on our domestic customer invoices. We have setup an invoice template for them but it if
                                                                                                            • Batch Tracking Enhancements In Zoho Inventory

                                                                                                              Hello users, We’re excited to announce that we’ve taken batch tracking to a whole new level in Zoho Inventory! We’ve made it more accessible and easier to use than ever. Here’s a quick look at the improvements: 1) A New Way To Create or Modify Batches
                                                                                                            • Workflow not triggered by custom function field update

                                                                                                              I have a simple workflow that triggers when a field is updated on a Deal page. It works fine when I "manually" update the field via "edit" on that Deal page. It does NOT however work or trigger when that same field is updated with a custom function. I
                                                                                                            • Version history for Zoho CRM Functions

                                                                                                              Hi Zoho Support, I am wondering, there is no topics been posted for requesting the Zoho CRM Custom Functions Version history. It would be great to have mandatorily needed feature in Zoho CRM custom functions. Is there any work going on for this feature.
                                                                                                            • Bookmark order

                                                                                                              Hi all, We have a very big document/template that requires manual editing after doing a mail merge. To make this easier, I thought I would add bookmarks to navigate to the areas that will require editing. I thought these would be in order that they appear
                                                                                                            • How do I associate an expense to multiple projects?

                                                                                                              How do I associate itemized expenses to multiple projects, like assigning each line to the respective project
                                                                                                            • Creator portal user do not accept user password upon creation

                                                                                                              I placed a request at Zoho and they are working on it, but I try here too in case somebody has already the answer: Today, sudently, my customers that tried to join the portal were not abble to enter a valid password, even if the password had all the necessery
                                                                                                            • Shopify sales orders creating a new account in Zoho

                                                                                                              Hi all, I am having a slight issue with the shopify integration. Whenever a customer purchases from the store, shopify automatically creates a sales order in inventory. The issue is that it creates a new account for the customer's name instead of attaching
                                                                                                            • Allow 2 logos for Branding, one for Light Mode and one for Dark Mode?

                                                                                                              Our logo has a lot of black text on it. If we leave the background transparent, per recommendation of Zoho, when a user is viewing a file and turns on dark mode, our logo is not really visible and looks really weird. It would be really great if we could
                                                                                                            • CRM Campaign -> Create Campaign ->Zoho Campaign. Add to Sender Address dropdown options (2024/08/01)

                                                                                                              I'm trying to add different Sender Address and Reply-to Address options to a new campaign created through Zoho CRM. There is one sender and reply-to address available and it is not the account I'm logged in with. The dropdown options do not match what
                                                                                                            • Create new ticket when another specific ticket is closed

                                                                                                              Hi. How can I create a ticket when another specific ticket is closed? So I have a ticket with subject 'Create agreement' connected to the contact of a customer. As soon as I close this ticket, I want that a new ticket is created (connected to the same
                                                                                                            • How can a Zoho Desk Admin access restricted files?

                                                                                                              How can a Zoho Desk Admin access restricted files from Zoho Desk that are not displayed to agents on tickets due to file type restrictions?
                                                                                                            • Why is my Lookup field not being set through Desk's API?

                                                                                                              Hello, I'm having trouble setting a custom field when creating a Ticket in Zoho Desk. The endpoint I'm consulting is "https://desk.zoho.com/api/v1/tickets" and even though my payload has the right format, with a "cf" key dedicated to all custom fields,
                                                                                                            • Ticket template - Send email to multiple contacts

                                                                                                              Is it possible to set up a ticket template with multiple contacts selected to receive an email, rather than just one contact as the default? We use Zoho Desk to send an email report to a group of contacts every day, and have to manually add each email
                                                                                                            • Enrich your CRM data and keep them updated

                                                                                                              You spend a lot of your time and efforts in generating quality leads for your business. While generating leads is a challenge in itself, the real deal begins when sales reps try to nurture these leads and convert them as customers. So how equipped is your sales team with information about your leads matters a lot.  For example, you might be using webforms to generate leads and collect customer information from your website. The lesser your webform fields are, the more your sign-ups right? From optimizing
                                                                                                            • Feature Request – Support for Stripe Direct Debit for Canadian Customers in Zoho Books

                                                                                                              I’d like to request support for Stripe Direct Debit as a payment option for Canadian customers within Zoho Books. Currently, while Stripe credit card payments are supported for Canadian businesses, there is no option to enable Direct Debit (ACH/EFT) through
                                                                                                            • 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
                                                                                                            • Zoho desk domain mapping not working

                                                                                                              Hi, I have followed this knowledge base support from your zoho site: https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping . First created a sub-domain(support.website.com), then went to zone editor to point "support.website.com" to cname desk.cs.zohohost.com . But it won't work out. What did I lack? Please I need it very much. Please see images below of the result: Please see below images of what I did: 1.)  2.) 3.) Hope to hear from you soon.
                                                                                                            • Zoho Analytics pulling data from Zoho Sheets and Zoho Forms

                                                                                                              It would be smart to have Analytics import data from Zoho Sheets or Forms. 
                                                                                                            • Feature Request – Support for Saskatchewan PST Self-Assessment in Zoho Books

                                                                                                              I’d like to suggest a feature enhancement for Zoho Books regarding Saskatchewan PST (SK PST) self-assessment. Currently, when filing the SK PST return using Zoho Books’ return generator, there is a field labelled “Consumption Tax”, which is intended for
                                                                                                            • Exporting Presentations with Embedded Integrations

                                                                                                              I am embedding Zoho Analytics charts and tables - how can I export the presentations so that the embedded images show ? At the moment it just shows broken images . *note* I do not need the exports to have the live data or links - just a snapshot of what
                                                                                                            • Bug in Total Hour Calculation in Regularization for past dates

                                                                                                              There is a bug in Zoho People Regularization For example today is the date is 10 if I choose a previous Date like 9 and add the Check in and Check out time The total hours aren't calculated properly, in the example the check in time is 10:40 AM check
                                                                                                            • Embedding Zoho Analytics - is the data always 'live' ?

                                                                                                              When embedding "live" Zoho Analytics data into a template with the intention of creating a monthly presentation - how are the embedded filters saved ? When a filter is applied to a presentation from a template is it then fixed for sharing or will it always
                                                                                                            • Zoho Flow Doesn't Detect Desk Ticket Custom Field Change

                                                                                                              I have a Flow that is configured to be triggered when a custom field on a ticket changes. I also have a Schedule in Desk that runs a script that changes the custom field. When I change the custom field manually in the Desk interface, the Flow runs as
                                                                                                            • Weekly Tips: Track Email Engagement with Read Receipts in Zoho Mail

                                                                                                              While email is a convenient and widely used way to communicate, it doesn't offer the immediate feedback you get from face-to-face conversations or phone calls. When we send an email, there is no way to know for sure if the recipient has acknowledged its
                                                                                                            • Reusable Variables

                                                                                                              I’d like to know if there’s a way to store variables in Zoho Analytics that I can use in metrics or calculations. For example, I have a Currencies table that stores the value of different currencies over time. I’d like to use the value of the US dollar
                                                                                                            • The Invoice Status in Zoho Finance is misleading

                                                                                                              We have many overdue invoices, but when we try to filter it by Status Overdue in the Zoho Finance Module it shows it as none This is also creating a problem when I need to Create a Chart or KPI for overdue Invoices If I open the Invoice I can see the
                                                                                                            • HTML Code + Writer Documents

                                                                                                              Hello, I am in the process of writing a couple of documents in Writer. Both document will have 2 versions each. One version being a freebee that perspective clients can download from my website. The other version will be a paid version, and additional
                                                                                                            • Next Page