Pasting Images in Zoho Desk ignores cursor location
My team has reported an issue which started recently where when we paste an image into a new or existing reply or comment, the pasted image seems to ignore the current cursor location instead paste itself at the last character present in the reply/comment,
Number of Reopn
Hi Zoho, Is there any appropriate API call for This URL "http://support.zoho.com/api/v1/dashboards/reopenedTickets?...." what I thought is the resulting output of this call has data for number of reopen... "https://desk.zoho.com/api/v1/tickets/" + Ticket_ID
Zoho Desk: Auto-resizing of the "Description" textarea when creating a ticket.
I would like to suggest an improvement for Zoho Desk regarding the Auto-Height-Resizing for Description field on the “Create a Ticket” page. It would be highly beneficial if the editor supported auto-resize functionality, allowing it to adjust dynamically
Zoho Desk MCP doesn't expose all functions
Hello, I'd like to be able to draft (rather than send) ticket replies using Claude Cowork. However, the Zoho Desk MCP doesn't currently offer that, despite it being available in the API (https://desk.zoho.com/DeskAPIDocument#Threads#Threads_DraftEmailReply).
Zoho desk extension update custom field
Hi all, I'm trying to update a custom field in my zohodesk extension. But the documentation is fairly unclear. The custom field is named "testveld". The api name is cf_testveld I'm trying to update it like this: ZOHODESK.set('ticketForm.cf_testveld',
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,
On-prem version of Zoho Desk
Is there an on-prem version of Zoho Desk available for enterprise customers if we have additional aspects of security that aren't covered with current legal and data security terms?
SPAM Filter cleanup
I was under the impression that the SPAM filter would automatically clear itself, however re-reading the message it says: What does this mean? How often does this get emptied automatically?
Form in ticket reply
Good day, I know I can use Snip to reply, but is there a way to create a web form to request specific additional information for a ticket? e.g., When a ticket is resolved for a telephone or printer issue, is there a way to reply via a web form to request
Zoho Desk : How to Filter Tickets by @Domain or Email Address
Hi Zoho Desk Support Team, I would like to know how to filter tickets by a specific @domain or email address in Zoho Desk — not by Contact Name. For example, is it possible to search or create a view that shows all tickets from a particular domain (e.g.,
Zoho Desk: Quick Filter/Quick Search InputBox in Ticket View
Hi Zoho Desk Developer Team, I would like to suggest adding a “Quick Filter” search box in the Ticket View page. It would be very helpful, We can search for it immediately by ticket title, email, sender name, or ticket ID directly from the view. This
Reach us through our official support channels
Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and ready
Zoho Desk / Assist Integration
Good day, We use both Zoho Desk and Assit, and were wondering if there is a way to schedule a remote session from within Desk. I know Desk has the "Remote Assist" option, but even that is not the most user-friendly process. Or even if there is a way to
Automation Series #6: Blueprint vs Workflow in Zoho Desk
This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confused automations through real scenarios and business processes, so you can clearly
Zoho Desk Time Tracking and the Salary Privacy Issue
Hello colleagues, Just wondering if anyone did hit the same wall? In the Desk, when the agent-specific hourly rates are enabled (Zoho Desk → Setup → Time Tracking → Billing Preferences), these Time Entries are being displayed in the Ticket History tab.
Zoho Desk - Change Time Zone for all users and set default for new user
Hi, Is there a way to set a default time zone so that when user creates an account via the Zoho Desk invitation, they don't need to select the time zone via the hundreds of choice? And, for already created users, can we edit the incorrect time zone selected
Custom View of tickets created today
How can I create a custom view that list all my ticked created in the current date? Currently, if I select the "Created Time" criteria, the "Current Time" option does not work as today. Actually, I don't know how it works this "Current Time".
Extract a list of Contacts
Hello, How can I extract a list of contacts with the Account Name, Contact Name and Contact Email with the criteria to filter by: Only accounts with specific Product. Contacts with email Contacts that are Portal User. I was able to almost get that using
Lost the ability to sort by ticket owner
Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?
Replies sometimes creating separate ticket
Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person responding
Customer having issue accessing Helpdesk Portal
Customer is having issue logging in He is using the correct link and email address Has tried different browsers but still no luck Attached are screenshots and log files Please can you advise
Modify logo on exported PDF article
Hello, I have to 2 Help Center with 2 different brands. If I try to download an article from Help Center Brand #2 as a PDF file, I see the Brand #1 logo on it. Is there a way to modify or hide the logo in the pdf? Thank you Antonio
Zoho Desk Android and iOS app update: RTL support, send WhatsApp messages via mass action, subtabs on Contacts and Accounts modules
Hello everyone! We are excited to introduce new enhancements and features on the Zoho Desk mobile app. Let us take a look at what's new. RTL support for Arabic and Hebrew languages Right-to-Left (RTL) support is now available across the Zoho Desk mobile
Personal Data (RODO), Cookies / Trackers - ePrivacy
I have noticed several issues that should be addressed on the customer support page. Zoho Desk provides the support portal, but it currently lacks the following options: A GDPR and personal data processing consent checkbox before logging in, located in
Zoho Desk How to configure the settings to show both full names and email addresses in the "Recipients" (To, CC, BCC) fields?
Hello Zoho Desk How to configure the settings to show both full names and email addresses in the "Recipients" (To, CC, BCC) fields? Current result. Expected result. Thank you.
Downgrade Free Trial
Hi, I would like to have my zoho desk downgraded to the free version before the trial ends as to better compare the feature set and options available between the two.
Zoho Desk iOS app update: Filter and Timeline feature on the Tickets module
Hello everyone! We have introduced a Filter option in the ticket module to help you to refine the ticket listing based on specific criteria. You can now create and edit saved filters to easily manage frequently used filter configurations and access them
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
Zoho Desk Themes
Are there any zoho desk portal themes? This is something the likes of Zendesk and FreshDesk seem to offer. Thanks
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!
Pasting images is a mess
I’m trying to paste images into my tickets, in the comments field. But when I paste images, they end up in the wrong order or behind the text.
Restrict Ticket Movement to Specific Departments in Zoho Desk
Hello Zoho Desk Team, Greetings, and hope you are doing well. We would like to submit a feature request regarding the ability to control ticket movement between departments in Zoho Desk. Current Limitation: At present, Zoho Desk allows agents to move
GEO and Zoho Desk
Has anyone done anything with GEO (generative engine optimization) and zoho desk KB? Are there any plans from Zoho on adding the ability in inject GEO scripts in KB Articles?
Incoming Threads Report
From data to decisions: A deep dive into ticketing system reports Customers raise questions and issues through multiple channels, such as email, chat, or tickets. To monitor the number of queries received on a specific day from each channel, leads can
Block opening tickets vía email DESK
Hello, I want to block the functionality of opening tickets when someone send an email to our support email address. Actually everybody in the world can open a ticket in our systen just sending an email to our support email address I don´t want this feature!!!!
Ask the Experts 29: Knowledge Base, Community, and AI for smarter user education
Hi Everyone, Welcome to Ask the Experts (ATE) 29, a live panel discussion. After the engaging text-based discussions in ATE 27 on onboarding and managing agents and ATE 28 on handling customer support with AI, we’re bringing you the next round of ATE
First Response Time, Where to find?
Hi Currently I'm building a feeder file that auto-fetch ticket details when created/updated. On my table headers, apart from custom fields, I'm specifically looking for First response time. Currently I'm checking capabilities using Zoho Flow but couldn't
Push conversation to operator in guided conversations
I really would like to push the conversation to an operator from a specific deppartment in guided conversations, just like Zobot in sales iq. It would help a lot. For me it does not make sense to use sales iq for messenger, instagram and others, because
How to get static reports via Desk API
Hello, we are hoping to use the Desk API to automatically export the default static reports in Zoho Desk, or reconstruct them via other API calls. What's the best way to do this? For example, if I want to recreate the Response Time static report via the
Exclude Email or Domain From New Ticket Notification
Hi, we utilize the new ticket notification feature in Zoho Desk. However, it would be great if there was a way to exclude certain email addresses or domains from receiving the automatic notification. This would be particularly helpful for automated alerts
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