Using workflows to automatically set classification of new tickets
Hello, I am trying to use a workflow to set a classification for a new ticket that is created via an email coming into my desk department. The workflow is working fine if I create a ticket from within desk, however if a ticket is emailed in then this
How to show product cards in your chatbot
Hey everyone, If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick. There will be no images, no specs,
Eliminate duplicate tickets in one department using Email Deduplication
Hello everyone, A department can have multiple email addresses designed for different purposes for example, support@zpad.com and help@zpad.com. When a customer sends an email or thread response to both addresses, or includes both in the To, CC, or BCC
The Customer Happiness REST API is broken
1. We are unable to extract the customerHappiness ( https://desk.zoho.com/DeskAPIDocument#CustomerHappiness#CustomerHappiness_ListallcustomerHappiness) object using the ticketNumber criteria. We keep getting HTTP 429 even when we limit to 60 calls per
Knowledge base permissions for agents
Hello, I haven't quite figured out what the agent access for the Desk Helpcenter portal is for. Agents can log in to Desk as usual and view, use, etc. everything in the familiar environment. Why should they use the portal? I just don't understand it.
Ask the Experts 32: Managing Privacy, Security, and Data Administration in Zoho Desk
Hello everyone, As organizations increasingly rely on AI, machine learning, and automation, there are pressing questions around privacy, security, and data governance. Every customer interaction involves sensitive business information, whether it's troubleshooting
Deleting unwanted ticket replies
Hello, In a Zoho Desk Ticket thread, sometimes one of the recipients has auto-reply activated. This creates a new message in the Ticket thread that not only pollutes the thread, but most importantly cannot be replied properly because usually auto-reply e-mails don't do "reply all", so the other recipients are not included. I want to delete such a message in the Ticket thread. I searched the help of Zoho Desk, but only found a way to mark as Spam (https://help.zoho.com/portal/kb/articles/marking-support-tickets-as-spam)
Shared Snippets Everyone
Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippets
Add Comment workflow action delayed by 1–2 minutes in Zoho Desk
Hello Zoho Support team, We are experiencing an issue with a workflow in Zoho Desk. The workflow is triggered when the Quote ID field is updated and performs two actions: A standard Field Update An Add Comment custom action When the Quote ID field is
PRIVATE THREAD
Whenever I want to reply to a thread, I see 'Send-private thread'. what does it mean please?
onboarding and status as active
I have onboarded the employee however she hasnt received the invitation and im not able to chnage the status to active
Building Extensions #3: Setting up the development environment and building extensions for Zoho Desk
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Welcome back, Developers! With our previous post on the basics of extensions and the scope of building them,
Create a Time Tracking Report
Can someone give the steps for creating a report that tracks agents time (hours/minutes) spent on tickets. Under the customize option, I can not find any fields for hours/minutes spent on a ticket.
The data is invalid due to validation restrictions
I have been making use of the information highlighted here. However, I keep getting the following error: Request not successful. Response code : 422 Response : {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":[{"fieldName":"/contactId","errorType":"invalid","errorMessage":""}]}
Deluge Statement not updating the ticket comments
I am trying to concatenate fields values in the zoho desk ticket into a single summary comment in the ticket so that we can copy and paste this into a partner system to escalate cases. The script saves and says it runs successfully when you give it a
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Radar App for Zoho Desk: New Features to Run Your Help Desk From Anywhere
Radar has always given you the most critical parts of your help desk, wherever you are. And it's always done it the same way: fast, and built for the kind of decisions that can't wait. This update brings more of Zoho Desk into that experience. Contacts,
Customer Happiness Rating
Could you please clarify how Customer Happiness Rating works in Zoho Desk when we have multiple departments, each representing a different client with separate email addresses? We need to ensure that Customer Happiness/CSAT information from one client
argent
Jeff | Zoho Desk mentioned you in a comment on a community topic can you seee this isue?
Workflows being applied and the Large unwanted popup
When a workflow is being applied do to an action, then the Agent is left with a large Window asking if they would like the see the changes this workflow did. Is there any way to disable this prompt from appearing?
Turn off workflow Applied pop-up
hi We are new to Desk. I have a rule to set to "waiting for customer" when agent sends reply. This comes up every time. How to i turn off? Or am i seeing as admin.
Make your IM workflows smarter: Automate sessions and personalize responses
There are two simple ways to make IM workflows more efficient: automate how sessions are handled and personalize how agents communicate. Here's a look at both. 1. Automate IM session updates with the API The Update an IM Session API lets you update session
What’s New in IM: Shared Phone Number and 1,000 Templates
Instant Messaging continues to evolve in Zoho Desk, giving teams more flexibility in how they manage WhatsApp conversations and messaging workflows. Here are two capabilities worth exploring. 1. Manage WhatsApp conversations across Zoho services using
WhatsApp Calling Integration via Zoho Desk
Dear Zoho Desk Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho Desk. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need for traditional
zoho desk
Hello, Did Zoho Desk have any issues today? Are tickets coming in late? I have an email account linked, and messages seem to be arriving with a delay—some email threads aren't coming through completely, and so on.
Three new ways to manage Instant Messaging in Zoho Desk
Managing IM conversations isn't just about responding to customers. It's also about getting each conversation to the right team. Here are three updates in Zoho Desk that can help with exactly that. 1. Transfer IM tickets across departments Sometimes a
Native SMS and MMS Channel Support
89% of US consumers say they prefer to communicate with businesses via SMS / MMS (aka "texting"). (link) Unfortunately, Zoho Desk does not currently support the most popular channel for consumer communications in the United States. For those of us in
Smarter holiday planning with yearly-specific Holiday Lists
Hello everyone! Managing holidays and business hours is now easier and more efficient. Holiday Lists now support holidays that fall on different dates every year, while business hours now supports more than one holiday list. This helps businesses manage
Join the Zoho Desk Virtual Classroom Training (VCRT)
Hello everyone, Have you heard about Zoho's Virtual Classroom Training (VCRT)? Zoho Desk's Virtual Classroom Training offers end-to-end training for Zoho Desk users. Join the VCRT and get hands-on guidance for setting up Zoho Desk and getting your business
Protect backed up and exported data using password encryption
Hello everyone, Protecting live data is crucial for any organization or product, as it contains sensitive customer information. However, protecting data does not end within the platform. Backup and export files often contain sensitive information and
Five Guided Conversations Updates in Zoho Desk
Hello everyone, Guided Conversations is getting updates that make it easier to create more inclusive customer experiences, retain important conversation context, customize your widget, keep track of changes, and connect with external services. Here are
Knowledge base: The nitty-gritty of SEO tags
A well-optimized knowledge base with great SEO can benefit your company by allowing customers to find help articles and support resources using search engines. This enables customers to quickly and efficiently find the information they need without direct
zoho desk: Can tickets be created from Microsoft Teams messages?
I am trying to see if there is a way to integrate Microsoft teams with zohodesk. we have a few customers who prefer to communicate requests through Teams, and it would be great to create tickets when they do.
´´Send Email Reply´´ action does not work when the message body contains placeholders.
Hi Community, I am working on a workflow where the Customer contact is notified via email when their ticket status goes On Hold. To do that, I chose the Send Email Reply action, and the minute I add a placeholder, the workflow does not work and the ticket´s
Unable to view existing or create new WhatsApp IM templates on Zoho Desk
Hi there, Is there a issue with WhatsApp templates in Zoho Desk currently [17 Aug 2026]? I am unable to view existing or create new WhatsApp IM templates. It's saying "Oops, something went wrong. Please try again later."
Send Notify on new Ticket to a Team based on customers email address AND only on these addresses
Hi ZohoDesk, I would like to have Team A receive a Notification on every ticket created. I would like Team B to receive a Notification email only if the incoming ticket contains elements of a certain group of customer's email addresses only. They should
Action required: WhatsApp now uses BSUID as the primary identifier
Important If your support team uses WhatsApp to engage with customers, there is an important platform change you need to know about. BSUID support is now mandatory for all WhatsApp Business Platform partners and businesses. WhatsApp is introducing usernames,
Final Notice: Migrate Your ASAP Mobile SDK by August 31
Alert August 31, 2026 is the deadline. After this date, older ASAP Mobile SDK versions will no longer work with the ASAP Help Widget. If your app hasn't been migrated to a supported SDK version, users will no longer be able to access the ASAP Help Widget
Es posible cambiar el lenguaje de los modulos del ASAP?
Es posible cambiar el lenguaje de estos textos? Tengo Zoho configurado en español pero aun así me muestra estos textos en ingles:
Where do I edit the "Welcome to [portal name]" message
I am looking for a way to edit the "Welcome to" part of the message that is seen on the landing page (ex: https://help.zoho.com/portal/en/home). When I use the French interface, it doesn't make sense... I want to change it from "Bienvenue chez" to" Bienvenue au". Thanks!
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