Zoho Desk Autumn Release - 2024 — Post 4
Continued from Zoho Desk Autumn Release - 2024 — Post three
Integration
The Zoho FSM extension integrates field service management with Zoho Desk. For example, if a ticket requires on-site service, the extension allows the support agent to convert the ticket into a work order within Zoho FSM, assign the task based on resource availability, and track service history. This integration streamlines field operations and enhances the coordination between support and field service teams.
Help document and availability
Installation and usage guide for Zoho FSM extension for Zoho Desk | Standard and above
Integration of Zoho Desk with Qntrl for seamless task management
Integrating Qntrl with Zoho Desk allows the customers and the agents to plan and track their tasks and requests at ease. When a customer raises a request, it often involves input from multiple teams to achieve the best resolution. This integration streamlines project planning and enhances cross-team collaboration. Agents with Desk and Qntrl access can monitor task progress, gaining clear insights into its status. If there is a critical deadline and there is a delay in one of the tasks, the agents can prioritize the task accordingly and either prioritize it for completion or promptly communicate the delay.
For example, if a travel request is raised, the support agent can create a Qntrl card and link it to the ticket for the operations team to work on this in Qntrl. Any updates made in Qntrl will be immediately reflected in Desk to give agents visibility into the tasks.
Help document and availability
Integrating Zoho Desk with Qntrl | Professional and above
ASAP
Unified ASAP help widget for web and mobile apps
Businesses can customize the ASAP widget for both web and mobile platforms with a single configuration. They can tailor their self-service channels and branding elements to ensure a consistent customer experience.
Help document and availability
Setting up ASAP help widget | Standard and above
Select the module to associate with the ASAP help widget
Users can select specific modules to be displayed on each platform, ensuring that the most relevant resources and information are readily accessible to customers. By choosing a particular module for the help widget, users can tailor the support experience to meet their customers' specific needs.
Help document and availability
Setting up ASAP help widget | Standard and above
Interactive cards, or default widgets, can be added to enhance the ASAP help widget by providing key information and quick access to modules like the knowledge base, community forums, and ticketing systems directly on the home screen. Users can also create custom widgets for personalized information and add separate cards for GC, Answer Bot, and SalesIQ to further streamline customer access and support.
Help document and availability
Interactive cards for the ASAP help widget | Standard and above
Enhance customer interactions by integrating personalized welcome messages into the ASAP platform, offering a warm and informative introduction to your support services. With the new support for welcome messages in ASAP, businesses can now greet customers with a customized message as soon as they initiate a support session. This feature allows companies to set the tone for a positive customer experience from the very beginning.
Help document and availability
Welcome message configuration for ASAP | Standard and above
Secured authentication mechanism for ASAP: JWT authentication
Utilize JWT (JSON Web Token) authentication to ensure a secure and seamless login experience for users accessing ASAP features. JWT-based authentication enhances the security and convenience of accessing ASAP services by implementing a robust single sign-on (SSO) solution. This method allows users to authenticate once and gain secure access to multiple ASAP functionalities—such as the knowledge base, ticket submission, and community forums—without needing to log in separately for each service.
Help document and availability
JWT authentication for ASAP | Standard and above
Custom branding for the ASAP help widget
Businesses can customize the ASAP help widget to match their branding, boosting its visual appeal and recognizability. This customization creates a consistent brand experience for customers, making the ASAP widget more engaging and aligned with the company’s identity.
Help document and availability
Customization of ASAP help widget | Standard and above
Adjustable ASAP widget size
Users can select the size of the ASAP help widget, opting for either a large or small version, without requiring any code-level adjustments.
Help document and availability
Customization of ASAP help widget | Standard and above
Positioning of the ASAP launcher icon
Businesses can specify the position and spacing of the launcher icon, allowing them to place it precisely on their webpage.
Help document and availability
Customization of ASAP help widget | Standard and above
Enhanced ticket features in the ASAP help widget
The ASAP help widget introduces support for multiple layouts, enabling customers to submit tickets in their preferred format. It also enhances ticket management and organization by allowing customers to filter tickets by department, account, priority, and more. Additionally, customers can edit the properties of their own tickets directly in the widget for greater control and flexibility.
Standard and above
Multi-layout support in ASAP
Developer Space
Manage API usage with custom alerts
API usage alerts allow users to set thresholds and receive notifications when API usage approaches these limits. For example, if a company is approaching the threshold of 1,000 API calls per day, they will receive an alert as a precautionary measure to avoid disruptions in service. Users can customize their alert settings by specifying a percentage threshold (between 50-100%) at which they would like to receive these notifications.
Help document and availability
Working with API usage alerts | Express and above
Access your files securely from anywhere
Zoho Developer Community
Topic Participants
Varsha P
Sticky Posts
Using Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions aboutEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantWebinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
get file api is returning Junk data
I am working on extension development where at one point I need to retrieve attachments on records I found out I can use only invokeconnection and not invokeurl in extension development The invoke connection returns the image in raw binary format. WhenNeed help with message box
End user updates many records at once. Each have unique serial number. They want a confirmation box that says starting number, ending number and qty. Is there any way to do this? I been searching and asking support but seems like no great solution.[Webinar] The Transformative Power of Gen BI
Traditional decision-making tools are no longer enough. The integration of generative AI into business intelligence (BI) is proving to be a true game changer—enabling businesses to make faster, smarter, and better informed decisions. Early adopters ofBackorder process review - Automating Removal of Sales Order from "On Hold" When PO is Received
Hello Zoho Inventory Team, Currently, sales orders in On Hold status are released only when the bill for the purchase order is created. In our workflow, it would be much more efficient if the sales order could automatically move out of On Hold as soonHow to access the saved Query using API?
I have created a query in setting. Is it possible to access it from a API? What's the endpoint? I tried /v8/queries/important_deals but didnt' work.création d'une base de données
base de donnee d'un lycéeUser Session variables to recall after form submit & redirect to menu
Hey, Forgive me if this is a simple answer I have overlooked. I have built a big onboarding process for my SAAS platform which is built and managed by an external Dev team. I am hoping to embed my new creator app on the SAAS platform. I have a menu pageZoho Writer Merge Template with data from Zoho Analytics Views
Hello, Is there any way to pull information from Zoho Analytics and put it into a Merge Template? I am trying to create a bulk export of one report that filters on a field to create a single document for each of the filter fields.Having to enter bill before stock shows as available.
Hi, Am I right in thinking you must create a bill from the purchase order receipt before the goods are available for shipping?Agent Availability Report
From data to decisions: A deep dive into ticketing system reports Businesses need to track when their support agents check in and check out from work. This report, titled Agent Availability, is one of the static reports that helps managers track the numberWriting by Hand in "Write" Notes
Hi there! I just downloaded this app a few moments ago, and I was wondering if there was a way to write things by hand in "Write" mode instead of just typing in the keyboard. It would make things a bit more efficient for me in this moment. Thanks!AI-driven construction analytics using Zoho Projects Plus
Construction projects thrive on timelines; if a project is completed on or before the expected time, it makes headlines, but if it gets delayed, the company’s credibility will be at risk. Such projects require precise planning and constant monitoring,Canadian payroll
Hello ZOHO, is any updates on when payroll for Canada will be available?Unified customer view: Bringing product intelligence into your CRM data
For businesses today, applications and digital interfaces are the main touch points in the customer journey. While Zoho CRM data already tells who your customers are and what they buy, Zoho Apptics tells you how they interact and engage with your product.Zoho Creator SaaS app with multiple client AND multiple users
I am close to finalizing a Zoho Creator app that will be used by different companies to manage sale info, and each company can have multiple users using the app. Things were going perfectly until I tried a search on a report. I use a database field in each table to separate the data for each company, which works great. BUT when I do a search, I get to see ALL the data. This means that Company A could easily see the data from Companies B and C via the built-in search. Is there a way to set up theProject Change Orders and Additions
We are in the process of migrating from QuickBooks Online to Zoho Books. We have Zoho One and like the ability to sync all of our data across everything. And I like that projects work in a way that's less dumb than QuickBooks. I'm trying to figure outTrack online, in-office, and client location meetings separately with the new meeting venue option
Hello everyone! We’re excited to announce meeting enhancements in Zoho CRM that bring more clarity and structure to how meetings are categorized. You can now specify the meeting venue to clearly indicate whether a meeting is being held online, at theCreate custom rollup summary fields in Zoho CRM
Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions werePossible to send Zoom AI Companion transcripts and summaries to contacts in CRM?
Title says it all. Is it possible to send Zoom AI Companion transcripts and summaries to contacts in Zoho CRM?Introducing segments for targeted user engagement
Hello everyone, We’re excited to announce Segments in Zoho Apptics, a new way to group users based on their behavior, preferences, and app activity. With Segments, you can deliver more meaningful, timely, and relevant experiences to your users. When combinedHow do I edit the Calendar Invite notifications for Interviews in Recruit?
I'm setting up the Zoho Recruit Interview Calendar system but there's some notifications I don't have any control over. I've turned off all Workflows and Automations related to the Calendar Scheduling and it seems that it's the notification that is sentPosibility to add Emoticons on the Email Subject of Templates
Hi I´ve tried to add Emoticons on the Subject line of Email templates, the emoticon image does show up before saving the template or if I add the Emoticon while sending an Individual email and placing it manually on the subject line. Emoticons also showClarity on extended contract status
Clarity on “extended” status- How does Zoho “extend” a contract? E.g. if client extends by 1 month, can the “end date” be adjusted accordingly in Zoho and tagged as “Extended” with a clear audit trail that also captures the client’s email? Note- EmailCustomizing contract status
Can we customize/add/remove status on Zoho contracts ourselves or does Zoho needs to do this? Context- There is a long list of status on Zoho but not all of them are relevant for us . There are few status which are missing and needs to be added. E.g-Set Custom Business Calendars and Holidays for Global Teams
Managing a project across diverse teams means accounting for more than just tasks and deadlines; it means acknowledging how and when each team actually works. Users might follow different working days or observe region-specific holidays that cannot be[Integration edition] Deluge learning series - Integrations between Zoho apps and Third-party services with Deluge | 28 August 2025
We’re excited to welcome you to the Deluge learning series: Integration edition! The Integration edition will run for three months: Session 1 – Integrating Zoho Apps with Deluge using inbuilt integration tasks Session 2 – Integrating Zoho Apps with DelugeCritical Vulnerability in all major password manager plugins - is Zoho Vault affected?
Hi Zoho, a security researcher found a critical clickjacking vulnerability in all major browser password managers: DOM-based Extension Clickjacking: Your Password Manager Data at Risk | Marek Tóth Is Zoho Vault affected as well? Apparently the Vault extensionIntroducing SecureForms in Zoho Vault
Hey everyone, Let’s face it—asking someone to send over a password or other sensitive data is rarely straightforward. You wait. You nudge. You follow up once, twice—maybe more. And when the information finally arrives, it shows up in the worst possibleTables 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 theChange eMail Template for Event-Invitations
Hello ZOHO-CRM Team How I can change the eMail Template for Event-Invitations? I work with the German Version of the Free Version. I know how I can modify eMail alerts or Signature Templates, but where I can other eMails modify you send out? Thank you for your answer. Regards, JuergInventory Adjustments
Hi, How to transfer the material from one head to another ? Like materials purchased for manufacturing the laptop need to transfer from consumption inventory (Quantity of raw materials reduced) to destination inventory ( Quantity of Laptop increased)Need Your Insights
Hi Zoho, I'm confused why the flow only sends to one output. setVariable15 is from a list. It doesn't consider the 2nd entry. Any thoughts?Map Dependency Fields - How can can I limit picklist values from a multi-select Parent field?
I know the "Map Dependency Fields" feature doesn't allow a multi-select parent field. However, I need the functionality. Can I do it through a deluge function, and would it still support color coding picklists? We need the color coding for quick scanningDYK 1 - Color Palette for Enhanced Visual Identification of Status
Introducing the Did You Know series of posts. The goal of this series is to familiarize users with certain features or enhancements in Zoho Projects that may not be evident at first glance. The first post in this series deals with color palettes for indicatingInvalid field in the COQL query
Dear Zoho Support! I believe that you already helped me with a similar problem a few years ago. One of my clients has a custom field named "LOB" in the "Deals" Module (see the field's metadata below). The COQL query using this field: : "select id, Deal_Name,Automating Employee Birthday Notifications in Zoho Cliq
Have you ever missed a birthday and felt like the office Grinch? Fear not, the Cliq Developer Platform has got your back! With Zoho Cliq's Schedulers, you can be the office party-cipant who never forgets a single cake, balloon, or awkward rendition ofTransferring domain registration to new registrar and switching email hosting at the same time?
I need to transfer an existing domain uv cure adhesive that's currently with SiteGround to Porkbun. I also need to move the existing custom email addresses from SiteGround to Zoho Mail. I'm not sure if I should transfer the domain first and then tackleSplit deposits
Can Zoho do split deposits. One deposit, two checks for two separate invoices from different customers. This is one of the most common tasks I can imaging. When I mark the two invoices paid, there are two deposits in bank register. When I try to match,Feedback: Streamlining Note Management in Zoho Notebook
Dear Team/Support, I would like to share some feedback regarding the note management system that could help improve usability and accessibility for users like myself. Notebook 1 (screenshot attached): Currently, the system does not allow selecting andDeactivate Desk Contact without Deleting Contat
We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep theirNext Page