Trigger workflows from SLA escalations in Zoho Desk?
Hey everyone, I’m currently working with SLA escalation rules in Zoho Desk and ran into a limitation that I’m hoping someone here has solved more elegantly. As far as I can tell, SLA escalations only support fairly limited actions (like changing the ticket
Como exportar la base a excel sin perder datos
Estimados quisiera saber como exportar o descargar la base de tickets para hacer estadisticas sin perder datos al copiar
Department Customization Copy/Paste
Hello! I love the new customization of the layouts, rules and templates! However, we have several "departments" that operate similar and as I'm updating either ticket layout or workflow rules, I'm finding that I have to do it in each department. I would
Ticket status does not update upon layout change
Hi team, I'm encountering an issue with ticket layouts and Blueprints in Zoho Desk and would like to understand whether this is expected behavior or a bug. Scenario I have two ticket layouts: Helpdesk Integration The Integration layout has its default
Don't send customer email when creating a ticket
Hi Is there an easy way to stop the system sending an email to the customer when we manually create ticket.
Zoho Desk Android app update: Manage Custom Module records, View Record Counts for Sub Modules.
Hello everyone! We have introduced an option to add, edit and delete Custom Module records within the Zoho Desk Android app. Now, you can also view the record counts for sub modules (Time Entry, Attachments, Activities) in the ticket details screen. Please
WhatsApp conversations are no longer linked to existing threads after reconnecting the channel
Hi everyone, We have an existing WhatsApp channel in Zoho Desk. We temporarily disabled it, renamed it, and then re-enabled it while reassigning our bot. Since then, all previous WhatsApp conversations are still visible in the history, but we can no longer
Live Chat
Is live chat inthe website in zoho desk?
Zoho Desk: Chromium (Google Chrome, Edge) filename issue when opening/download attachments in a ticket.
Hello Zoho Desk Team. When opening a PDF attachment in a ticket, Chromium-based browsers such as Google Chrome and Microsoft Edge display the file with the title “content” When the file is saved, it is downloaded as content.pdf instead of using the original
Zia AI capabilities now available in all paid editions
Hello everyone, We are expanding the availability of AI-powered features in Desk to the other paid subscriptions from 7th July 2026. Right now, the following AI-based features are available for Enterprise edition users: Intelligence: Sentiment analysis,
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).
How emojis shape customer conversations
World Emoji Day is celebrated on July 17. Did you know that this date was inspired by the 📅 calendar emoji, which shows July 17 on most platforms? What started as a detail in the emoji's design has turned into a global celebration of these tiny emoticons.
Feature 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 in
I need help lease Email
I' not getting an email replay when someone open a ticket
Disable Spam filter
Hi Support Team, Please disable spam filter for https://desk.zoho.in/support/keboli. Some spam ticket ids: #102, #103, #104
Deluge sendmail in Zoho Desk schedule can't send email from a verified email address
I am trying to add a scheduled action with ZDesk using a Deluge function that sends a weekly email to specific ticket client contacts I've already verified the email address for use in ZDesk, but sendmail won't allow it in its "from:" clause. I've attached
Feature Request: Dynamic Date Filter Criteria
Please implement the ability to select a dynamic date for all Filter Criteria. This would be helpful to create views that don't constantly need to be updated (example custom date field on an account) Examples: - Today - Tomorrow - This week - This Month
mail did't send for particular email
mail did't send for particular email
Export Tickets from the Help Center
Hello everyone! We are now allowing end users to export tickets directly from the help center. The ticket export allows users to: Filter tickets by Department, Priority, and Account before exporting. Download files from Export History (Setup > Data administration
Zoho Desk Android app - Option to set an email template as default
Hello everyone! We have enhanced the Email Template section in our app by introducing the ability to set a template as default directly from the Zoho Desk Android app, making it easier to access your preferred template without repeated manual selection.
Zoho Desk Android and iOS app update: Odia Language
Hello everyone! We have now brought in support to access the Zoho Desk app in Odia language. Please update the app to the latest version directly from the Play Store/ App Store or using the links below: Zoho Desk - Play Store Zoho Desk - App Store Once
Need Parallel Transitions for Zoho Desk Blueprint
Zoho CRM's Blueprint already supports Parallel/Multiple Transitions, letting multiple transitions run simultaneously between two states (refer to https://help.zoho.com/portal/en/kb/crm/process-management/blueprint/articles/parallel-and-multiple-transitions-configuration-and-usage#Using_Parallel_Transitions)
Set Mandatory Lookup Fields in Ticket Layout
I added a custom module called 'Site' in the desk. I also added a lookup field 'Site' in the ticket layout. Now, I want the 'Site' field to be mandatory in the blueprint transition. How can I do that?
No DINAR (Serbia) in currency list
There is no Serbian Dinar listed in the currency list. Dinar is available in Books, Inventory, CRM, FSM. Please make it available in Desk as well. Without it, the integration with other apps is not possible.
Ticket Status Colors
Hi everyone, In Zoho Desk, I’m trying to assign colors to my Ticket Status values, but I do not see any option in the admin panel to do this. Right now, they all show as plain black text. Where can I change the color for each Ticket Status? Or is this
ScreenPop > Ticket integration?
I'd like a way for my agents to operate this way: 1) Incoming call activates a ScreenPop. 2) If phone number matches a number in the database and any tickets exist for that company, show those ticket references (links) in the ScreenPop, allowing the agent
Urgent Escalation Request - Severe Performance Issues and Errors in Zoho Desk
Hi, I am experiencing a serious issue with my Zoho Desk account. Since Sunday, we have been encountering error messages such as "Unable to process your request" when attempting to open new tickets or update information in existing tickets. In addition
Any way to sync Projects task → Desk ticket (not just Desk → Projects)?
Hey, I'm familiar with the native integration that lets you add a Zoho Projects task from Zoho Desk. What about the opposite direction — is there any native integration for that? If not, is there a way via the API to create a ticket and link it to a Projects
Zoho Desk: Mobile Updates | Q2 2026
Hello everyone, Greetings! As we have reached the end of Q2, here's a quick look into everything released during the second quarter of 2026. We've introduced several enhancements to help support representatives work more efficiently, with improved access
Zoho Desk - Archiving Contacts
Hi, We have a lot of customers in Zoho Desk with associated contacts. When a contact leaves we want to be able to still have their tickets in our history as this is important. But we don't want to have all these contacts that no longer work for the company.
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
Build multiple sandboxes to test, validate, and deploy independent cases
Hello everyone, When multiple departments operate within the same system, parallel testing often becomes essential. Each team may be working on separate configurations, workflows, or automation rules at the same time. Without a way to isolate these configurations,
The ripples of social media transforming customer support
We are here. Follow us here: Zoho Desk on X Facebook Instagram LinkedIn Youtube Advancements in the internet and gadgets have made social media accessible from anywhere, all the time. You need to keep up with your customers' online habits, because every
Managing visibility and focus in Zoho Desk using accessibility controls
Hello everyone, Support teams rely on interfaces that are easy to read, navigate, and interact with. To make Zoho Desk more inclusive and accessible for users with diverse needs, additional accessibility improvements have been introduced to enhance text
Manage WhatsApp conversations across Zoho services using one phone number
If your teams use multiple Zoho services to handle different business functions, such as support, sales, or other Zoho tools, you might have asked this question: Can we manage all WhatsApp conversations using the same business phone number across these
Enabling OIDC Authentication for Help Center
Hello everyone, When multiple users access the help center, managing authentication securely can be challenging. To simplify this, organizations can enable OpenID Connect (OIDC) authentication for the Help Center. OIDC allows users to sign in with their
Users can now notify the contact while adding a 'Resolution' to the ticket.
Hello, In the latest version of the Desk iOS mobile app (v2.6.4), users can now notify the contact while adding a 'Resolution' to the ticket. Also, the 'Resolution' UI has been tweaked to support edit and delete option. Please update the app either
Time between Open and Resolution entered
Good day, I use Analytics for reporting. Does anyone know which field I can use to determine the time between when the ticket was opened and the time a resolution was entered? Thanks
/agent?action=CreatePortal Error "Your request cannot be processed"
The title. What do i do? I cant access any "desk" features.
Ask the Experts 30: Automating your support operations
Hello everyone, Welcome to Ask the Experts (ATE) 30! We're back with another round of text-based discussions. Customer support, the lifeline of every business, is about helping customers and gauging customer satisfaction. More than fixes, customers expect
Next Page