Task Templates?
Any way for us to add Task Templates to certain tickets? The scenario is as follows: X Department sends us a ticket containing information about an upcoming new hire. We need to do several things to prepare for this new hire. In our old system, we had 'Checklists' we could add to tickets. Can we add a 'Checklist' to these tickets and mark off each task as they are completed, as prerequisites for the ticket to be able to be closed?Featurecast Story 2 - Emojis
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 2 - Emojis Why are smile(y)s contagious? Should customer service teams use emojis for business conversations? Definitely! And here's why: Emojis help support teams communicate nuance andZoho Desk insert templates button
In the new version, the insert template button on Zoho desk tickets page is not displayed."Mark as Read" option
I would like to see the ability to select multiple tickets and have a "Mark as Read" option that can be applied to the selected tickets (similar to what you would see in my email clients). Best regards, ChrisKnowledge Base updates and enhancements: Resetting article insights and simplified cloning
Hello everyone, Hope you are well! Knowledge Base articles can provide a wealth of information on a wide range of topics to help readers find solutions to their problems. That's why the Knowledge Base is one of the most popular self-service platforms.Zoho Desk's Instant Messaging Update | Connect with customers via WhatsApp instantly from the Contacts module
Send messages with a single click! What's new? Now, you can send WhatsApp messages from Desk's Contacts module. A WhatsApp message sent to a phone number belonging to an end user's device is an outbound WhatsApp message. You can now send single or multipleI don't receive the customer email response onto the ticket
When a customer responds to my tickets they don't show up in Zoho Desk until the ticket -- I currently use Office 365 email system.HTML - CSS Customization for Customer Portal
The customer self-service portal within Zoho Support is one of the easiest to set up amongst various available options to businesses today. We've had quite a few customers tell us about it over time, and we've internalized that as an important criterion while building features and enhancements to it. As easy as it is to setup, we've also heard from customers about more customization options we should build. As a result, we've started investing a lot of our efforts in that direction. Today, we'reSharing Tickets to a team within a department
Hi there, We have a need for one department to be able to share tickets to a specific team within a department, I'm wondering if this is possible? All the shared tickets are going into the 'Shared Tickets' view for the whole department but is there aReports In My Area or as Widget in Help Center
Hello, We are wanting to show SLA reports to customers that are logged into the Help Center for their tickets and tickets within their Account. Is that possible today?How to get all open tickets per account including custom fields through API?
Hi, Currently we are trying to get all the tickets through API for each account. But the challenges we are facing: The accounts endpoint is not accepting a parameter 'page' to get more than 100 tickets. Endpoint: https://desk.zoho.com/api/v1/accounts/{accountNumber}/tickets?limit=100&page=1Make it easier to respond while moderating
Hello, We are moderating every topic (idea) that is posted in our community. In this way, we can easily remove ideas that are already posted in our community and prevent doubles. The only thing is, that we would like to reply to the person why the ideasending KB article links to other agents
I would like to be able to send a link to other agents about a new article when I publish it - but the link that works for agents (not a public link) is super long. Is there a better way to send a link or a way to shorten it?Who would like us to agree on improving the users' experience?
1.1 When I fill the form for starting a conversation, you'd like me to decide whether I want to participate in that conversation. I don't see that this makes sense, because people start conversations in order to have them. That's why other software worksZoho desk - 2Fa, Whitelabel
Hello, We're using GSuite and one of the emails is connected with Zoho Desk for support. We would like to enforce 2Fa but couldn't find option in the Zoho. Basically want to update the password of the email and then authenticate support email throughMonthly Release Round-up - July 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Additional options included for automatic spam detection While setting automatic spam detection, admins can choose from the followingContent Type / contentType Possible for Reply When Performing a Blueprint Transition
Hi, I was wondering what were the possible "contentType" possible for the "reply" of a blueprint transition. I have tried using "html" as a value, but it said that it was unsupported. I was wondering if there are any other supported values or is plainTextTime-based Automations updates does not trigger Webhook
Hi, When a ticket is updated by Time-based automation, it doesn't seem to trigger the webhook event. I looked at the ticket history for the problematic tickets, they were all changes made by action with this label: `Ticket was updated through a Time-basedZoho Desk - Ticket Creation
We use Zoho to communicate with our end users as well as our vendors. It would appear that one of our vendors is also using Zoho desk and some ticket system which is creating a never ending loop of new ticket creation on our side as well as theirs. WeJob Dispatch Application
Hi, Is anyone aware about a Job Dispatch Software that integrates with Zoho Support. I found vWorkApp http://www.vworkapp.com/index.html but it integrates only with Zoho CRM. We have a team of engineers on the field and we want to be able to assign jobs to them based on their location which is tracked through GPS. Any idea how I can do this?Export Agents' Permissions as CSV (or Excel)
Hello, I want to have a list of all agents in Desk along with their permissions (thus based on their profile), but I can't seem to find a feature for that, like an Export button most of today's tools have. All I can see is the agent list from Setup >How to stop contact notifications to a closed ticket?
When a Contact replies to a Closed ticket, we have a Workflow/Rule/Alert/Email Template asking them to create a New ticket. However, they are still receiving the "Acknowledge of Reply" notification. I need to stop this auto-reply but only for Closed tickets.ZOHO Desk Extenstion - Getting Account ID
Hi, I am trying to create a simple extension for ZOHO desk so that our team can quickly navigate to the accounts and contact records in ZOHO CRM that are linked to the ticket. I have gone through the API documentation but cannot seem to get it to work.Is it possible to generate a report with data greater than 6 months old?
I'm trying to generate a report of all open tickets assigned to engineering but the start/end dates limit me to the "Last 6 Months." We've been using the system longer than that and have open tickets that are older than 6 months but cannot generate aPossibility to insert Portal KB Links while authoring/creating KB articles (Add KB Article portal links from within other articles)
Hello, while writing a Knowledgebase article in Zoho Desk, sometimes it becomes necessary to make reference to another article. Currently, it is necessary to search for the article on another tab or on the User Portal and then paste the link. This makesASAP API - Readonly Field
Hello, I have created a new custom field to show in our ASAP widget to store the URL of where the request is getting made from. I have this getting populated by using ZohoHCAsapSettings and is working as expected. The thing is, I would like to make thisMacro to Delete Ticket and Prevent Sender Email Address from Creating any New Tickets
We receive a lot of general emails to our support@ email address which all end up as tickets in Desk and I would like to prevent this. My idea is to create a macro that would delete the ticket and prevent any new tickets from being generated by the sendingMultilingual Helpcenter : Ticket Fields require multilingual field definitions
The new multilingual help center also includes the ticket submission feature which includes the ticket layout fields. These fields don't have any multilingual description options at the moment. The layouts which interact with the helpcenter should also present the options to have multilingual field descriptions.Import CSV to update a ticket's information
Hello, is there a way for us to upload CSV with ticket information (Ticket Id, Contact Name etc) and update its information, or can only obtain it via API? Like how Import Data works (though it's creating a new record). Looking for a way to import dataIs there a limit to the number of users that can be registered in the Help Center?
Is there a limit to the number of users that can be registered in ZohoDesk's Help Center?Bulk update Archived Ticket
Dear All We would like to update the "Category" values to the new filed. We found the archived Ticket seems to be don't support the bulk action. Do we have any way to update it. Finally, we would to generate a report for our ticket system. Regards ICopying Rules and Customization to other Departments
Is there a way for me to copy over rules/workflows/fields or other settings and customization from one department to another? This will make it a lot easier to implement rules and settings that is universal across departments.SAML Single Sign-on for Help Center
Hi, can I use saml sso for help center without identity provider (IdP), such as generating auth_token, then saving the auth_token on my website to use as login token to help center? is it possible for users/customers (not internal users) to sign up/signFeaturecast Story 1 - Canned Messages
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 1 - Canned Messages Have you been Canned yet? Do you ever get tired of typing out the same responses again and again, all day long? Especially for your customer support teams. Canned messages,Email forward except specific sender addresses
We have 1 email address connected to ZohoDesk. All email is forwarded to Zoho on the email server. A lot of email is coming in, which are turned into tickets. The automatic numbering increases very quickly. I have specific email addresses which i don'tZoho Desk | ASAP update | Deliver unparalleled customer support in your Flutter-powered mobile app
Hello everyone, We are happy to announce that we have adopted the ASAP SDK for Flutter apps, a highly preferred framework for mobile application development. Businesses have realized the critical importance of attracting customers through mobile channels,Attach images to new Zoho Desk ticket
Hi all, I am trying to attach images to a ticket. I am using PHP and the Desk API and am able to create the ticket fine. When I try to attach an image using the below code, there is nothing in the response.. it is just empty and nothing is attached toType Account
We are a company that offers different types of support to companies, we would like to be able to identify the companies to which we offer different types of support, as seen in the image, at the same time we would like this crown to be able to changeREQUIRE minimum time entry
We expect all of our tickets handled by agents to have a minimum time entry of 15 minutes. There doesn't appear to be any way to enforce this in Zoho Desk, so if an agent closes a ticket and forgets to add their time, it doesn't get caught until reportArticle Answer cannot exceed 16 MB.
I was uploading an user manual trough html but it looks like an Article Answer cannot exceed 16 MB. Could this be increased to 60mb as our max html file is like that now? Or is this something than cannot be done?Next 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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