Products in time entry
Morning, Is there a way to add the product field to the time entry layout? Giving us the ability to identify a product per time entry. Thanks Rudy
Problems with clipboard paste into ticket comments
Problem as title. Using Chrome get to paste contents of clipboard but submit gives 'you've exceeded the character limit of 30,000 for this comment' irrelevant of actual number of characters. Edge just pastes txt 'undefined' irrelevant of actual contents of clipboard All other areas of Zoho desk work fine with clipboard paste (i.e. new ticket description) it's just comments on existing tickets that seem to have problem. Was all working fine until early yesterday (14th) Client is Windows 10 Pro 1803
Support Mixed Visibility Settings in Knowledge Base Categories
Hello Zoho Desk Team, We hope you're all doing well. We’d like to submit a feature request regarding visibility settings in the Knowledge Base module. 🎯 Current Limitation As of today, when a category is set to a specific visibility level (e.g., Public),
Error in Deluge script, but all should be OK
I get an error when using the following deluge script (sensitive info changed with ***). This script should parse a projectnumber out of the subject or body text and put it in a custom field of the ticket. The error: Validation failed for the condition
Agent working hours
Hi, I know it is possible to set company business hours but is it possible so that agents can have different ones? I.e. some agents cover later hours on specific weeks - can these be set so those agents that are "working" get notified about tickets etc.
Zoho Notifications - Received two notifications for one message and none for the other
We had a client reply to a ticket twice in one minute. The ticket owner received two emails for the second message but none for the first (which was crucial content and unfortunately was therefore missed). I'm assuming this created a race condition -
Mapping Issue
since, Tickets are already mapped with the Requestors and when we map Requestors with Organization, then Tickets are not visible under that Organization. Kindly solve this issue.
Multiple Products on Ticket
Good morning. We will classify all tickets based on the product. Users sometimes send different requests on the same ticket, so we are facing some challenges. Is there a way to add more than one product to the ticket, or is there a way to tie the product
Desk - CRM Integration: SPAM Contacts (Auto Delete)
SPAM contacts is a useful feature, but when the CRM sync is used, it is very frustrating. When a contact is marked as SPAM on Desk, I wish to do the same on CRM. When a SPAM contact is deleted, I would like it deleted from CRM. The feature looks half-baked.
New features and improvements in Desk's integration with Zia powered by GPT
Hi everyone, We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancements
Automation#24: Auto-Update custom field from Accounts to Tickets
Hello Everyone! Welcome back to the Community Learning Series! This episode dives into how Zylker Techfix streamlines account-related ticket references. Previously, employees had to manually check account details to retrieve specific customer information,
Removing To or CC Addresses from Desk Ticket
I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This results
Recap - Desk Story Series
In our exploration of the Wheels of Ticketing Series, we kicked things off by diving into a fundamental element of Desk Ticketing: the fields. These fields serve as the building blocks that gather essential information about tickets, customers, organisations,
Zoho Desk - Cannot Invite or Register New User
Hi who may concern, we encountered a problem that we cannot invite user or the visitor cannot register for a user at all through our help center portal, with the snapshot shown as below and the attachement. It always pops up that "Sorry, Unable to process
[ZohoDesk] Improve Status View with a new editeble kanban view
A kanban view with more information about the ticket and the contact who created the ticket would be valueble. I would like to edit the fields with the ones i like to see at one glance. Like in CRM where you can edit the canvas view, i would like to edit
Knowledgeable Image Quality is very poor, any recommendations how to improve this?
Hi All, We are looking at migrating our current knowledge base to Zoho so it can be kept in one location. Our current KB utilises a lot of images to try and make it easier for users and less wordy. Unfortunately, when I upload an image within an article,
Ask the Experts 21: Power up your support game with Zoho Desk Automation
" In every business, there are tasks to automate, Zoho Desk helps with features that integrate Assignments to manage tickets and teams to align,Macros for quick actions and workflows to streamline Contracts and schedules to hold things tight, Plans run
WhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform
Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros
Hello Everyone, This week's custom function provides simple steps to configure a Macro for adding comments to tickets with the name of the Comment owner. When managing tickets, you can use the Comment feature to communicate internally with your team and
Data Integration Platform
Hi, Is anyone aware about a data integration platform like Dell Boomi that can work with Zoho Support? Any help will be higghly appreciated. Thanks Kunal
Time Entry : Auto fill fields Hours minutes seconds
Hello world, Do someone know a script (for workflow rules) which fill automatically fields hours spent, minutes spent, seconds spent when we fill Executed time and End time Formula should start from (End time - Executed time) Thx in advance
Im trying to white list domain dynamically in zoho desk extension
Im trying to white list domain dynamically in zoho desk extension. But it show error Error: {errMsg: 'No entry found in plugin-manifest whiteListedDomains for requested URL'} syntax "config": [ { "displayName":"Shopify Admin API access token ", "name":
View Answer Bot conversations?
We are trialing Zia and are experimenting with Answer Bot on our knowledge base. So far so good! Management asks me if it is possible to view Answer Bot conversations, the purpose being to look over its shoulder and confirm that it is working as des
What are the knowledge database limit for AnswerBot and which app its integrate?
1) Can AnswerBot be integrated in Trainer Central? 2) Can AnswerBot learn from external websites and excel spreadsheets? 3) Is there a limit size or number of documents for the knowledge based content to train AnswerBot? Thanks
Re-Apply SLA When Ticket Reopened from Closed Status?
If you have an SLA applied, timers are deactivated when going to "On Hold" status type and reactivated when going back to an Open status type. What we discovered is when a customer replies to a closed case and it reopens, the SLA is not applied and timers
Reports showing 24hr days instead of business hours
I am not sure what I am missing, I created a report to look at resolution times in business hours but it is displaying hours based on 24hr days. I have business hours set (7am-5pm) and all that functionality is working, the reports are displaying 2 days
Drag-and-Drop Customization Interface for Help Center in Zoho Desk
Hi Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the customization of the Help Center in Zoho Desk. 🔧 Current Limitation: At present, Help Center customization options are quite limited through the Zoho Desk
Parent-Child Tickets using API or Deluge
Hi Everyone, We are looking at the parent-child ticketing features in Zoho Desk. We want to be able to create a parent ticket at customer level and nest child tickets underneath. The issue we are facing is to be able to automate this. I'm checking the
hide resolution from help centre
to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not public
Condolences and Prayers Following the Ahmedabad Plane Crash
Dear Zoho Team, We were heartbroken to learn about the tragic plane crash that occurred today in Ahmedabad, as reported in the news. On behalf of our entire team, we want to extend our deepest condolences to everyone at Zoho and across India who may have
Please Enable Snippets for Agents Adding Comments
Snippets and templates are currently enabled for agents when they use the reply functionality. There is currently no way to add a template or snippets when an agent comments. This is really weird. Our agents don't use the reply functionality, only the
Pass variables to Zoho Desk via URL to create a fast new ticket landing page
We are integrating our phone system into Zoho Desk. Currently when a helpdesk agent answers the phone, a soft client opens a new tab with zoho desk at the new case page. https://desk.zoho.com/support/companyname/ShowHomePage.do#Cases/new We would like
Delete standard e-mailtemplate
Hello, Is it possible to delete or hide a standard e-mailtemplate? I would only like to show my own created e-mailtemplates to my staff. I only find a 'delete' option at my custom made e-mailtemplates, but the standard e-mailtemplates do not show this
Add values to Countdown Mode
Is it possible to add values to the countdown mode drop down? The longest is 2 days. I would like values for 5 days, 10 days, 15 days...
Eighth Insight - Oversee module relationships with Lookups
The Wheels of Ticketing - Desk Stories Oversee module relationships with Lookups Learning about lookups A lookup field provides a powerful way to display and utilize data from another module directly within a field of your current module. This functionality
Sharing Knowledge Base articles across multiple departments
It would be useful to share some Knowledge Base articles across multiple departments where they are applicable, rather than having to go into other departments to find the article you're looking for. For example. Our reception uses the 'Admin' desk whereas our IT guys use the 'Support' desk, however both divisions would find KB articles about our company intranet useful. Reception does not have access to the support desk, so cannot see articles created in the Support KB. Perhaps you could install
Where do we manage tags?
Where is the page where we can view all tags and manage them (like change a tag name to something else or merge tickets under a particular tag with another)?
AI feature in Zoho Desk suggesting answers based on past ticket threads
Hi I would like to suggest something that would be very useful : instead of suggesting answers based on the Knowledge Base, I think it would be great if Zia could analyze the history of all customer and agents threads, to suggest answers in new tickets.
New From Email in Zoho Desk
Dear ZohoSupport, We are trying to establish a new From Address in Zoho Desk but we are facing difficulties. When trying to use the smtp.office365.com SMTP Server, after clicking the Save and Verify button, the Authentication Failed error pops up although,
Disable "skip to content" in Help Center
Our users used to be able to press the tab button to skip between fields when submitting a new ticket in the help center. Now it pulls up the "skip to content" button in the top left corner. I know this is an accessibility feature, but is there any way
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