Adding Attachment to Desk Ticket via Deluge
Hello, My team has a process where some people are entering information into a workbook in Zoho Sheet, and we need to get a copy of workbook into a ticket in Desk. We currently have a 'Submit' button on the Sheet that triggers a webhook to Flow, and from
Enhancing self-service capabilities with AI-based Zia Answer Bot
Hello All, Zia Answer Bot is available with better accuracy to enhance the self-service capabilities of the platform and to empower the users to resolve queries independently. By leveraging knowledge base (KB) resources, the Answer Bot provides accurate
Private Tickets
Sometimes we want to be able to create a ticket for a customer that they cannot see either in email or in their help center. Sometimes we see an issue on their account or something odd, or our analytics show something proactively needs to be addressed
Is ASAP user authentication via SAML?
The ASAP user authentication says to use SSO with remote authentication so that you can use JWTs. The remote authentication help page says that this features is being deprecated and to use SAML instead. Before I go through the trouble of implementing
email configuration - email is rejected - what is best way forward
We started getting rejection/bounce back on email sent out of zohodesk. typically we have SMTP from our domain into zohodesk eg support@example.com our mail respones go back out as example : support@example.zohodesk.com These email bounce with error:
We would like to make a separate, internal-only knowledge base. Is it possible to have a public department but not display it in the help center?
It seems like it is not possible to display/hide the knowledge base from the help center per department. Is there a way to do this? It looks like all department knowledge bases are displayed if they are public, and there is no way to hide one from the help center while keeping it accessible via a permalink URL. For example, lets say I have one KB for Clients and one for Employees. I want to keep my Clients KB public, and also want the Employees KB to be public, but NOT displayed in the help center.
Marking a Desk ticket as Unread after merge
We have a custom script that runs against every new ticket and auto-merges it with any existing ticket that matches our criteria. That works fine but there is no functionality that reverts the newly-updated ticket back to an "unread" state. I found the
Expand Zia's Language Support and AI Capabilities
Dear Zoho Desk Support, I would like to submit a feature request to improve Zia, the AI-driven support assistant in Zoho Desk. Currently, Zia only supports the English language, while other AI agents such as Gemini, ChatGPT, and Claude can work with a
Automated Messages in Zoho Desk - WhatsApp
Hi, We set-up an automated message reply to our whatsapp channel for our support that was connected to the zoho desk. I need to change these automated messages but am unable to find the place where I can make these changes. Anyone able to assist?
Issues with GC Integration and Ticket Retrieval in Instant Messaging
I am using Guided Conversations (GC) within Instant Messaging (IM) channels. When a user sends a message, a ticket is created in Desk, but GC cannot identify which ticket it corresponds to. To address this, I have implemented a workflow rule to rename
Integrate WordPress site as a Knowledge Base for Zoho Desk Suggested Articles
Dear Zoho Desk Support Team, We'd like to propose a feature enhancement for the Suggested Articles system within Zoho Desk. This feature would allow seamless integration with a WordPress knowledge base, enabling relevant article suggestions for agents
Error 403 (forbidden) when using get ticket API on a ticket in a new department
Hi We use get ticket API and it works well. We created a new department and when we try to use the same API on the tickets from this department, it fails with the error: b'{"errorCode":"FORBIDDEN","message":"You are not authorized to access this resource."}'
Issue Configuring SSO Integration with Cognito in Zoho Help Center
Dear Zoho Support Team, We have been working on configuring SSO integration for our Zoho Help Center using Amazon Cognito. While the setup appears to be completed successfully, we are encountering an issue when attempting to access the Help Center. The
How can I make time entry mandatory for tickets?
Hi guys, I just want to make a time entry field mandatory for tickets. How can I do that? At this stage of our usage, it's not mandatory and it could be forgotten to input a time for a ticket. Thanks in advance
Edit ticket number format or append to ticket subject?
Is there a way to edit the subject in emails sent out from Zoho Desk? At the moment I get: [##123##] Ticket title But this is basically impossible to filter on in Gmail, as [ and # are classified as special characters, so can't be used in a filter. Ideally
Agent view history on tickets
We are converting to Zoho Desk and am curious if there is a feature that we have in our existing ticketing platform. In our current system, we are able to see which agents have viewed a ticket. It includes their first read and last read of the ticket.
Setting priority on tickets created from email channel
Is there a way to automatically assign a priority to email tickets? We'd like to set them all to standard when they initially come in.
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Automation #9 - Convert Zoho Desk Tickets to New Deals in Zoho CRM
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizing
Ticket Assignment tool
I have built an tool which help to assign the emails to the specific department but I want to use it with zoho desk or if its possible then you can help me with it to use it on your wide scale
Restructured the Company Information page into distinct sections
Hello everyone, We’ve made significant updates to the Company Information page to enhance usability and streamline your experience. These changes are part of our ongoing efforts to restructure the feature pages across the product. What has changed? Previously,
Radar In Focus: Using Siri For Customer Support
Hello dear users, Welcome to the 6th installment of the Radar In Focus series. In today's issue, we'll explore a Radar IOS exclusive that is a must-have to provide support on-the-go. Just say the magic word 🪄 Computers make our lives easier by automating
can we add all the SC ticket folder for all of the tickets to sellers past and present?
Hi. How can we add tickets to a folder for organizing tickets
Rejected forward emails
I am currently trying to set up a Desk system, and the issue which I am stuck on is that when I have a set a rule from the previous email domain to forward all emails to the new ZohoDesk One - I get a bounce back. The bounce back reads that the recipient
Articles page into Moodle as an iframe
I would like to integrate my Zoho Desk articles page into Moodle as an iframe. My goal is to add it to the Moodle navigation and display the articles within a dedicated page without redirecting users outside Moodle. Could you please guide me on the best
How do I delete survey responses (Customer Happiness)
Hi, I need to remove dummy survey responses (those I created during evaluation period), and invalid ones - responses received from Cancelled tickets - which is a custom status we use to close spam, duplicate, or internal emails. I cannot find anywhere to remove them, and one of your chat agents suggested to remove the response provider (contact). I'm not inclined to do what was suggested as there could be valid responses from that contact, so kindly provide another option. And I did try that too
Add "Merge by Ticket ID" Option on Ticket Screen
Dear Zoho Team, We would like to request a new feature for the ticket interface in Zoho Desk. Specifically, we propose adding a button to the ticket screen that allows users to merge the current ticket with another ticket by directly providing the second
Zoho Desk iOS app update - Rich Text Editor in comments, Hyperlinked Ticket Ids and Default Comment Type
Hello everyone! In the latest version(v2.9.4) of the Zoho Desk iOS app update, we have brought in support for the following features for the comments section: 1. Rich Text Editor 2. Hyperlinked Ticket IDs 3. Default Comment Type Rich Text Editor: You
Individual Ticket Color
It would be great if we can assign color for tickets like this: or this : it will help to find tickets Thanks Regards
Need Help Validating Requests in Channel Pull & Push Integration
We’re currently working on an integration that utilizes Channel Pull & Push functionality. As part of this, we need to validate incoming requests, but we’re facing some challenges in getting the validation steps to work correctly. Here’s a simplified
Zoho Desk, call integration
Hello All, I searched a lot but i can't find any answer. I would like to recieve phone call if I recieve a critical case or lets say a case. whatsapp call also ok. Can we do that?
Jira integration - view the attachments in ticket
Hi, When i create a ticket in Desk with an attachment and after that i create a Jira Bug (via the Jira-Zoho integration) then my developers can not see the attachment. How to solve this? Regards Herman
Formula Field
What about a formula field in Zoho Desk?
Formula Fields for Zoho Desk Custom Fields
Dear Zoho Desk Team, I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket. Current Limitations: Currently,
Calculated fields and Relate Fields
Assigned from label and length, hope Zoho could also provide an option to mark a field as a calculated field and create the formula right there without having to go to workflow. Also, hope Zoho could provide a relate field that can relate to data from
Public and private KBs with Zia
I need to create an internal knowledge base and a public knowledge base for clients. Each needs to have a Zia answer bot for employees and clients to search our articles. Right now we have a KB set up in Desk, but I've seen topics mentioning multi-branding
Please add "Add Developer" capability to Desk sandboxes
Just like we can invite a developer to our CRM sandbox, please give us the ability to invite a developer to our Desk sandbox. Thanks Clark
How can I convert a regular email into a ticket?
Some of my customers insist on sending me requests directly to my personal mailbox (Zoho Mail). How can I easily convert this into a ticket in Zoho Support? If I forward it to a Zoho Support email channel, this creates the following 2 problems: 1. It
Remove 30-Day Client Reply Restriction on Supervisor Rules in Zoho Desk
Dear Zoho Desk Team, I hope you're doing well. Currently, Supervisor Rules in Zoho Desk run once every hour but only apply to tickets that have received a customer response within the past 30 days. This restriction creates challenges for us, as we have
Ask the Experts 16 :A 5-hour Live Q&A - Tackling Zoho Desk's Onboarding Challenges
Hello Everyone! The Ask The Experts series is back! The Zoho Desk Team is happy to announce the first Ask the Expert session of 2025, focusing on the Onboarding Challenges of Zoho Desk. What's in for you? Ask The Expert Series is a monthly online session
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