New Custom Module Builder Feature
It would benefit us to have a custom module builder inside Zoho Desk, similar to Zoho Books, Inventory, CRM, and other applications that have custom module build functionality. Having a custom module in Zoho Desk will allow the platform to stand alonecustom module
Hi, We have the situation that our primary client is a financial adviser however we then deal with their investors. So we would like to create a module which is populated with the end investor and have that info against the ticket as a custom field. HowYahoo email addresses are failing in Zoho Desk
Hi, We have seen recent issues sending to a yahoo.com address. From the tickets... Status: 421 Action: failed Last-Attempt-Date: 14 Feb 2024 21:16:41 GMT Diagnostic-Code: 4.7.0 [TSS04] Messages from 103.138.129.66 temporarily deferred due to unexpectedMail bounced as spam
Hi, I have configured a redirection from a distribution list to the email adresse of zohodesk but some of the incoming emails are rejected (bounced) by the zohodesk server as spam. They are rejected before entering in zoho desk. I have tried disablingIs there a ZoHo workflow criteria field for a customer's most recent email response?
Hello All, I'm looking to build a ZoHo workflow (in Zoho Desk) that would search specific keywords within a customer's most recent email reply to a ZoHo ticket. Assuming it should trigger upon a customer reply. But under criteria (TICKETS), I don't seeIs there anything like an Audit Log in Desk?
Hi there guys, We're currently facing some issues along the past months since we have encountered several Workflow/Business/automation Rules that are having their Criteria changed without any manipulation from our side we just have 2 admins (Natalia LabrinAudit Log for Admin activities
Is there an audit log for admin activities? If so, where is it? If not, may I request it?Does Zoho Desk Workflow generate logs for tracking actions? Is there a way to do this?
In Zoho Creator: Logs are automatically produced, time stamped documentation of the history of actions, such as Form Actions, Schedules, Email Data, and Integration, executed in an application. They are recorded for statistical, security, and debugging purposes. https://www.zoho.com/creator/newhelp/app-settings/view-logs.html https://www.zoho.com/creator/newhelp/app-settings/understand-logs.html Are there logs generated in Zoho Desk for Workflows? We have a workflow that sends out emails and I'daudit logs
Zoho Support could have an audit log for Configuration changes, so that we can know which admin users made what changes to the system's configuration. Please consider.Add and Track Pre-Paid Support Time in Zoho Desk or Books
Hello, I was wondering if there is a way to have something add and track Pre-Paid Support, and alerts me if the customer has credit left? I provide 1hr Pre-Paid Remote Support. And when I do, say, a 30min session, I need to have the Customer have that40 hour prepaid subscription
Hi all, We offer our customer prepaid subscriptions of 40, 20 and 8 hours, which they can use for 1 year. We would like to let Zoho Desk calculate automatically the remaining hours when a ticket has been solved. So if a ticket takes 1 hour to solve andDeduction for prepaid hours
All, We often work with prepaid hours (with a discount). In that case, the customer buys 10 hours with a discount which serves as a buffer. Is it possible to deduct hours from this buffer? If yes, is it also possible to deduct these hours only when aDo contracts support prepaid blocks of time?
We have a need to create prepaid blocks of time and track them. Can ZoHo Support or any other ZoHo product provide this? Thanks, SeanContracts as Prepaid blocks of time
Does the Zoho Support tool or any other Zoho product support prepaid blocks of time. For example if a client purchases 10 hours of support services, then we would like to deduct time used from that block of time. Then as the time is exhausted, or moreRequest : Additional Account Lookup Field for Ticket Layout
We need to assign 2 separate "Account" fields from the "Account" module on ticket forms. Our use case is as such : We do reply to our global distributors on tickets and the "Account" field is normally used to mark the tickets based on our distributors'Adding Custom lookup fields in ticket creation (Zoho DESK)
Hi everybody!: From my experience, i see that when creating a Ticket in Zoho DESK, the form uses the fields Contact name, Email and Telephone as lookup fields. This works fine but in not-so-developed countries like Paraguay (where i live) we use the DocumentPulling a record in a custom contact field to a custom ticket field
Hello Everyone, I am trying to know on how do I pull information(in a custom field) from a contact so it automatically updates when I fill in a ticket using the contact name? Example: When I lookup an account: It auto populates the other fields such asLookup Fields in Desk
I would like to create a custom lookup field in Desk to look at contracts in Desk - can' seem to create a custom look up field.Custom Lookup field Zoho DESK ticket
Our use case is the following: When agents take a call and open a new support desk ticket, our customers have a client ID which is a 3-4 digit number. We want to lookup the CLIENT ID number so it populates the account name, if we do lookup for accountTurn off notification new whatsapp conversation
Hi, How can I turn off this notification I get when someone starts a new whatsapp conversation?Field Dependency rules based on multi-select picklist
Hi, Is it possible to create field dependency rules based on a multi-select picklist field?Frustrated by support for Whatsapp in Zohodesk
I am posting here in the hope of hearing from someone at Zoho. Recently, we attempted to integrate our Whatsapp in Zohodesk. Working with the support team, we successfully completed the verification process to migrate our number into Zohodesk last week,Desk Merging New Email Requests to Existing Tickets
Can anyone confirm what criteria Zoho Desk uses to determine whether an inbound email creates a new ticket or is added to an existing one? I had assumed that an email would only update an existing ticket if the subject contained the ticket number e.g.Ticket number is not correct in the mail body [Feature: Sending Scheduled Reply to Tickets]
Hello there, I have noticed the following error, it relates to this new feature. When a scheduled email is sent, the agent who configured the email receives a confirmation email. This contains the correct ticket number in the title, but the number inSchedule ticket responses
I am often up late working customer tickets, but I don't want the customer to know that I am working at 1am, or I have a customer that has a follow up question to every reply, and I need to space the responses out a bit so I can get some other work done.Schedule response to customer in Zoho Support
A lot of time we receive a ticket, and would want to respond to it immediately, but in an effort to stick with our SLA, we respond, and save the draft, to send at a later time. Unfortunately, in a lot cases, at that "later" time, we forget to send thatDelay send for ticket responses
Is there any news on being able to delay send ticket responses similarly to delaying sending emails. I don't want customers to know I am working late into the evening and would like to delay the response until the next morning?Schedule email response from Zoho Desk
Would like to schedule responses to tickets opened by customers to be sent at their morning time. Is this possible?Allow field dependency definition between multi-picklists and multi-picklists
The "Page Tips" entry paragraph on the "Field Dependencies" setup page says that : Field dependencies are filters that allow you to change the contents of a picklist based on the value of another field. You can create dependencies between two pick listsOpen ticket directly if the search string is exactly the same as a ticket ID
Hello there, from many other systems, I am used to the fact that the element I am looking for opens element directly if you have used the exact ID as the searchstring. This saves a few seconds and a lot of frustration! Example: I want to search/open theIM WhatsApp chat initiation
WhatsApp is integrated on our Zoho Desk IM. Purpose of the integration was to offer a better client experience when communicating with clients. WhatsApp business cannot be managed effectively and multiple conversations cause some client chats to be missed.Zoho Desk, Customer Hapiness rating
Hello, is it possible to remove the smileys from the Edit Rating ? So when the mail is sent, it will just send text, without pictures (as in the Zoho support's mail). Thanks!task flow from Desk to Projects
Hi, we are using Zoho Desk and Zoho Projects to manage and resolve customer support tickets. New ticket come in via Desk, after qualification and review, the ticket gets moved to Zoho Projects. In order to do this, a task in Desk has to be created. soBuilding Extensions #11: Creating widgets with the JS SDK bundle in Zoho Desk - Event API
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. In our previous post, we discussed Data Storage APIs, their use in extensions, and how to use them in your ZohoKnowledge Management with Zoho Desk - Upcoming Webinar - Register Now
Hello all, We are gearing up for our eighth session in the webinar series. Webinar Topic: Knowledge Management with Zoho Desk Date & Time (PST): December 13, 2023, at 11:00 am | Registration Link: https://zurl.co/iUHQ (IST): December 13, 2023, at 11:00Email Ticket
Is there a way i can create a rule to have the system forward a ticket to an email after creation based on the subject? Thanks RudyContact Name - First and Last Name
I've enabled integration between CRM and Desk and so far, this seems to work fine. This syncs contact first and last name in Desk with contact first and last name in CRM. Problem I am experiencing is that when in DESK a new contact is created on incoming emails, it puts first and last name combined in the last name field. So - if name is John Smith, it creates a record with first name = empty and last name = John Smith. This creates a lot of data maintenance which I want to avoid. Is there a settingticket reopen again after rated
when ticket closed, It re-opened again after client rated it.some emails are not getting forwarded into zoho
I've noticed over the past couple of days that sone emails are not being forwarded into zoho. I see them in my Gmail inbox, so the issue doesn't appear to have anything due to email filters. Anyone else experiencing this?Summary Time Fields
Night all, I am having a challenge, and I do not know if I am doing something wrong. I have created a status report, using the "Ticket" Table as the primary table. My issue is when i select any field from the "Time Entry" table and there is more thanNext Page
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Announcements
Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the newAgents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:Zoho Desk app update - Reply via email option for IM tickets
Hello, everyone! We're excited to introduce the 'Reply via Email' option for IM tickets, in the latest version of the Zoho Desk Android(v2.7.4) and iOS(2.9.5) app update. You can now respond to IM-based tickets via email within the mobile app. This featureSpreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made
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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 sessionMarking 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 theRe-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism
The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelistedTicket owner for desk ticket can't be set using Zapier "Create ticket" function.
I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if IArticles 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
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Webinar 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 serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit 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-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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