how to do bulk delete for Zoho Desk tickets?
how to do bulk delete for Zoho Desk tickets? The old UI has this function and now i cannot find it on the new UI.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?Delete a lot of entries...
Hi!, I synchronized a lot of accounts from my CRM and now I would like to delete them all. How to delete more than 50 accounts at once? ThxAutomatically create support tickets on a recurring basis
As mentioned in this post, the idea of a recurring ticket is pretty valid. From time to time, we have to create repetitive tickets (like windows update tasks, restore simulation of backups, check firewall rules for unused entries, and so on). I guessAutomation #7 - Auto-update Email Content to a Ticket
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonlyMerging 2 tickets
Hi I understand how to merge 2 tickets already but find the process quite cumbersome. It is not always simple to perform a search that causes the 2 tickets in question to show up on the Ticket Screen, and this is the only place a merge can be performed. Doing a search for the customer or contact linked to the ticket displays all of their tickets which could be hundreds to sort through, you could do a custom search that only shows open tickets but doing that every time is also time consuming. NotBlock certain emails from creating tickets
Hi there! We get a lot of tickets into Zoho desk from people emailing our support email that feeds into Zoho. We have created some 3rd party accounts using our support email and we get notification emails from these accounts. These emails create tickets.Where to find org ID and department ID?
Hi there All the existing info on this seems to be incorrect or out of date. It's not in my URL, it's not in the developer space > APIs anymore like was suggested in some other forum posts. How do I find it?Turn off Knowlege Base Follow options and Follower lists
Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer namesZoho desk not sending call reference to user
Hi, I am using zohone desk and have setup the call logging email address but sadly users are not getting a call reference notifying them that the call has been logged also can't see the updated call when it is going through faces. My question is, is thereDisplay CRM account field on Zoho Desk Ticket
I have linked a custom CRM Account field for "Customer Care Lead Advisor" with Zoho Desk Accounts. I know the data has synced correctly as I am using this field for some automations based on this lead advisor field. When viewing a ticket that is linkedWhat is the difference between a template and a snippiet
Hi there, I am currently working on optimising our service desk and improving the consistency of our responses. I have come across two tools that appear to help do this, templates and snippets. I was wondering what the similarities and differences areIs there a way to set up templates for commonly occurring issues on Zoho Desk
Hi there, We have recently migrated our service desk over to Zoho. I was wondering if there is a way we can set up custom templates for specific requests that we commonly get from our customers. Example: Customer often requests a password reset. ThereFeature Request - Approval Processes
Hi Team, I think it would be really valuable to add the approval process feature like what is currently available in the CRM. The problem with the current approval support is it can't be automated to send the approval to set people based on the values of fields within the tickets. Is this something that could be considered for the roadmap? Thanks, HarryWhat is the Use Case for Business Messaging when Live Chat already exists?
Hi I'm excited about the new announcement for Business Messaging in Zoho Desk. However I'm unclear the use case for Business Messaging when Live Chat already exists? Is Business Messaging essentially a new version of Live Chat but built for use in theEdit Pinned Comments in Zoho Desk
It's great that private comments can now be pinned to the top of the ticket but what would be extremely helpful would be to allow for the pinned comment to be edited vs. having to find the comment in the ticket to edit it.Creating a whatsapp channel in instant messaging in zoho desk - error Oops, something went wrong. Please try again later.
Creating a whatsapp channel in instant messaging in zoho desk - error Oops, something went wrong. Please try again later.Article Update Event
I'm trying to configure a webhook to fire when an article is updated or added. These are listed as available events in the documentation. However, in the webhook creation/editing screen, articles are not listed as a module when setting the event: Am IAsk the Experts 19: Live Expert Panel Discussion - Inside Zoho Desk Spring Release 2025
Hello again! Have you ever needed quick insights into key indicators to help manage and streamline specific operations? Have you started using AI to enhance your customer service in Zoho Desk? From configuring simple bots using Guided Conversations toPermissions on Views
Having the option of any agent creating custom views is firing back and got a situation where there are a hundred different views across the team and tickets are not being dealt in the most efficient of ways. Tickets seems to be missed by some agents, whislt others have customized their columns in a way that due dates are not visible and not being respected. There needs to be control on this function in order to have a standard set of views and the ability to prevent users from performing customizationsEmail Templates - Is There a Ticket Placeholder for Billing Entity ID
Was looking to add Billing Entity ID as a placeholder in a ZoHo email template. https://help.zoho.com/portal/en/kb/desk/customization/templates/articles/creating-and-managing-email-templates#Guide_to_Placeholders e.g. the placeholder for Account wouldZoho Desk: Q1 2025 | What's New
Hello everyone, Our first release for the year 2025 is here! Check out the Release Notes for more details The diverse capability of AI and its avatars has been the center of attention lately, and we've made some significant strides in this area. We nowFeature Request Improve parent-child relationship visibility
Hi team, The Parent-Child ticket feature is great, but I've struggled to see the relationship between tickets when using ticket list views. It would be a great quality of life enhancement for users if child tickets were nested under parent tickets inAdd Button on Tickets
is there a way I could add another button on the ticket aside of "closed ticket" only. Like I want to add another button "Send & Pending", "Pending for Response" like that.Include Secondary Contacts (CCs) on Workflow Alerts
Hi There, We use the Supervise Rules and Workflow Alerts to send automated messages to contacts in Zoho Desk. Most often, we are sending the ticket contact (our client) a reminder that we are waiting on their reply to our most recent message. The problemSecond Insight - Let's talk Layouts
The Wheels of Ticketing - Desk Stories Let's talk Layouts What are layouts? Layouts refer to the arrangement or design of elements in a space, whether on a physical surface, like a room or a piece of furniture, or in digital contexts, such as web pagesAndroid and iOS Feature Updates
The Zoho Desk mobile app (Android and iOS) provides agents with a platform to serve their customers from anywhere and at anytime. We are happy to introduce a few enhancements in the mobile apps that will support the users to be more productive and streamlineChanging Color Theme of Guided Conversations
Hello, We have recently added Guided Conversations to one of our websites, but I am wondering if there is a way to customize the color scheme so it matches the appearance of the website? Thank you in advance!is Zoho desk down ?
We have not received any tickets via email on the Zoho desk for the past hour. I also tried sending several test emails, but as of right now, no new ticket has been created on the desk.Voicemail to Text Transcription
Hello, We use the Twilio phone integration in Zoho Desk. When a voicemail is left, it creates a Ticket in Zoho Desk, and we are able to listen to the audio recording in the Ticket. My hope is to also have a voicemail-to-text transcription show up in thehow do i see a list of active End Users?
looking for a list of who i sent invitations to be an End User? who has signed up?Email template for customer notification on ticket reply is not being used
I've set up an email template for notify contact up upon receiving a reply in ticket. When I send a reply to the ticket, it is not using that email template. It just sends a normal looking email. How do I make it so that the email template is being used?Conversation to Resolution
Good day, I'd like to know how others are doing it. When we close a ticket, we reply to the ticket via email with photos of the issue and disclaimers. Then, we enter (copy and paste) the exact text in the resolution for reporting. I asked Zogo for a possibleZoho Desk - Feature Request - Add more social channels on Community user profile
Hi Team, While updating my profile here I noticed that it is only possible to add Facebook and Twitter social links. 1. Please consider adding at least LinkedIn and if possible, other popular channels. 2. Please consider renaming Twitter field name toTrain 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 categoriesViewID and Zoho Desk API
I'm looking at the documentation for Listing contacts and it looks like you can filter by ViewID. I assume this is views created in a department or all departments. Is this correct? And if so, how do I find the ViewID for that view? EDIT: I see the viewMonitor Ticket Transition Through Lifecycle Report
Hello everyone, We have introduced lifecycle report under the pre-defined or static reports to provide better visibility of ticket transitions. For more information kindly refer to the help doc: Monitoring Ticket Transition with Lifecycle Reports ImportanceHide Admin Only settings
It would be nice if the setup menu items and settings weren't visible to non-admins. Seems like there is some confusion with users going through setup pages but not having permissions and getting an invalid permission error.How to identify a ticket merge through Webhooks?
The ticket merge functionality moves all Threads and Comments from one Ticket to another. I want to identify this action to correctly apply these changes on my application end. Currently, my application only receives a Ticket_Update notification for theNative SMS Integration in Zoho Desk
I’d like to request the addition of native SMS integration within Zoho Desk. While email and chat are still widely used, SMS has become a critical channel for fast, effective customer support, especially for urgent or time-sensitive issues. At the moment,Next Page
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Optimize your Knowledge Base for enhanced accessibility by adding alt tags for images
Let's learn why alt tags are crucial for your articles. You can add alternative tags (alt tags) and alternative text (alt text) to the images you share on your community forums or when embedding them in articles. Alt tags refer to the HTML attribute,Automation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceAgent Performance Report
From data to decisions: A deep dive into ticketing system reports An agent performance report in a ticketing system provides a comprehensive view of how support agents manage customer tickets. It measures efficiency and quality by tracking key performanceAn Exclusive Session for Zoho Desk Users: AI in Zoho Desk
A Zoho Community Learning Initiative Hello everyone! This is an announcement for Zoho Desk users and anyone exploring Zoho Desk. With every nook and corner buzzing, "AI's here, AI's there," it's the right time for us to take a closer look at how the AINarrative 10: Assignment Rules - Streamlining Ticket Management
Behind the scenes of a successful ticketing system: BTS Series Narrative 10: Assignment Rules - Streamlining Ticket Management In the complex world of customer support, a flood of incoming tickets can hit the help desk in seconds. Businesses must do more
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Field Dependency Not Working on Detail Page in Zoho Desk
Hi Support Team, I’ve created field dependencies between two fields in Zoho Desk, and they are working correctly on the Create and Edit layouts. However, on the Detail page, the fields are not displaying according to the dependencies I’ve set — they appearUsing Zoho Desk to support ISMS process
Hi, I am evaluating using Zoho Desk for security incident management. This seems to be aligned with Zoho Desk purpose as its just another type of incident. However in security incident management, ideally I can link incidents (tickets) with a risk fromCannot access KB within Help Center
Im working with my boss to customize our knowledge base, but for some reason I can see the KB tab, and see the KB categories, but I cannot access the articles within the KB. We have been troubleshooting for weeks, and we have all permissions set up, customersAre there default/pre-built dashboards in Zoho Desk?
Hi, I am looking for some pre-built dashboard templates in Zoho Desk, similar to what we can find in CRM/Projects, etc Thank youZoho Desk: Ticket Owner Agents vs Teams
Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents and
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Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteWhatsApp 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 PlatformUsing 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 service
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