Unverified Sender Warning
For the past few days we have been getting Unverified Sender warnings on every incoming ticket. Please adviseZoho Desk app update - iOS
Hello Everyone! In the iOS version of the Zoho Desk mobile app (v2.7.5), we have brought in support for Vietnamese as an app language. You can update the app to its latest version either by directly going on to the App Store or by accessing the linksTime spent at each status
Parts of the KPI we use is the time a ticket stays in each status, Is there a way without using manual time tracking to do reporting based on this information?Data migration (ticket) to Zoho Desk
Hi, If we will import old tickets from external system, all these tickets will carry the same ticket number after imported to Zoho Desk? Understand that Zoho Desk do not support alphanumeric ticket number, what if these tickets from external system containsSignature from Zoho Desk is not displaying correct in MS Outlook
Hi! We have rebuilt our company signitaure in HTML with a table and import it for each Agent by the API inZoho Desk. In the table rows we have inline style tags like line-heigt: 1.5; This is displayed correct in the Web browser but not in Microsoft OutlookBilling Preferences per Account
Hello, We are trying to setup Billing Preferences in Zoho Desk to set up a different pricing per account. We charge different pricing per hour per customer/account. Account A = 100 per hour Account B = 125 per hour In the Billing Preferences in Time EntryExport to excel stored amounts as text instead of numbers or accounting
Good Afternoon, We have a quarterly billing report that we generate from our Requests. It exports to excel. However if we need to add a formula (something as simple as a sum of the column), it doesn't read the dollar amounts because the export storesUsing Google Font's with Zoho Desk's Helpcenter
Hi, How do I use Google Fonts with Zoho Desk's Helpcenter? I've added the tags into both Header and Footer, as well as via the CSS as a CSS import, but none are working. Thanks for your help,No atricles in customer portal knowledge base
When I go to the customer Portal and select knowledge base no articles can be found. Even though I have created articles in the help centre.Send Email Notif after Alloted Support Exhausted
Hi Zoho Team, Requesting for your kind assistance if this use-case is possible as Function in Desk.Google Search Results returning a tag page
One of the google search results that we are getting when users search for "Payroll" is a page from the KB, but it isn't an article, it's a tags page: https://url.com/portal/kb/tags/<tagname> <---in that format. The payroll keyword isn't included on anyZoho Desk app update - WhatApp Templates - Android and iOS
Hello Everyone! In the latest Android and iOS version of the Zoho Desk mobile app (Android v2.6.10) and (iOS v2.7.4), we have brought in support for WhatsApp templates in Instant Messaging (IM). With WhatsApp templates, the agents can send templated responseswrong number of tickets
What is the composition of the number of tickets under "All tickets"? (Company level) In the example, 98 tickets are displayed - in fact, only 79 tickets exist.Custom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (customI have an Error while Forwarding my Email
Hello, Mail forwarding does not work. I use Outlook and have an email address as support@xxxx.com and set up a forwarding rule to zoho desk (support@xxx.zohodesk.com) (support@xxx.zohodesk.com) I followed all the steps on this article however, when IMy Open Tickets View Not Working
Hello! We are seeing that the My Open Tickets view has changed to now include ALL open tickets, not just ones assigned to that agent. Has there been an update recently that would have impacted this functionality? Or is there a bug currently affectingRequest: Ability to clone templates
It would be a great feature and a huge time saver to have the ability to clone templates to other departments. It becomes very cumbersome when you manage over 12+ departments. Thank you!Can we custom Trigger ASAP
My company has a web app and are exploring the ASAP functionality. The problem that we have is that the floating button does not work with our app as it will cover CTA's and other points of information. I am wondering if we can custom/manually triggerZOHO desk Not working - Onlinesales.ai
Zoho Desk is not working since today morning?Knowledge Base document access only if URL is shared.
Hey all, There is a knowledge base document that I would like to publish it but only have accessible to the users that I am sharing the link with, meanining the document needs to be hidden from the rest of registered customers and viewable only the onesIngreso de correos
Tengo problema con mi bandeja no entran todos los correos y hace varios días dicen la leyendo externo en los que se logran recibir.Not able to send email via zoho helpdesk
I have enabled TLS service on email yet it is showing same error. Error while processing the request! javax.mail.MessagingException: 5.7.3 STARTTLS is required to send mail [MA0PR01CA0089.INDPRD01.PROD.OUTLOOK.COM 2023-07-17T11:24:37.605Z 08DB85D83ALog in to Zoho Support with Google Apps
Hi there! I see "sign in with Google Apps" options and Google Marketplace apps for Zoho Support, but I have a feeling I can't clearly answer my simple question: Is it possible to have users from a Google Apps domain sign in with their google apps credentialsZoho Desk's Instant Messaging | Feature Updates | July'23
Hello All, We are eager to bring you this month's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module to enhance your business communicationPull CRM module fields into Desk
Hi, Totally new to Zoho and scripting. Does anyone know a simple way to pull information from a customer module called serial numbers, linked to accounts in CRM into Desk? Seems you can show desk tickets in CRM modules, but can't easily have a field inEasy Way to Add Notes to A Contact Record
In our other CRM system we are able to add text file notes to contact records along with other attachments. In Zoho Desk we know that we can also add other attachments but we need a way to add an easy to edit note for saving things like usernames andZoho Community Sign-In Interfering with Apps
In the last month or so, the Zoho Community Forums sign-in process has started to interfere with my Zoho apps. It seems like the Community Forums automatically signs users out after some period of time. I haven't tracked, but it seems like 48-96 hours.¿Cómo puedo crear tareas o notificaciones repetitivas en el tiempo a mis agentes?
Necesito crear alertas o tareasMass Update CRM Sync
I am working on setting up our Zoho Desk. I have the 2-way sync with Zoho CRM enabled. However, after I sync'd everything, I realized the first name didn't map correctly, and all our clients are missing their first name in Desk contacts. I can go intoHow can I receive support ticket on my company's email [support@company.com]?
Hello, I've set up both my company's emails and helpdesk through Zoho. I've verified my domain, DKIM and successfully created emails and tested them, all works great. However, to receive tickets to Zoho Desk, I have to send the email to support@company.zohodesk.com,Knowledge Base Notifications
One of our users asked if agents could be notified when a new Knowledge Base article has been published. I was thinking about this and seems like it would be nice for end users or agents to be able to subscribe to a whole KB or one of the sub categoZoho Desk app update - Android
Hello Everyone! In the Android version of the Zoho Desk mobile app(v2.6.9), we have extended support for the below: 1. Marketplace extensions that are available within the left pane of the ticket details view on the Zoho Desk web app (desk.zoho.com) canTurn off Knowledgebase Article Ratings
Is there a way to turn off the "Helpful?" question at the bottom of knowledgebase articles or at least make them private? I don't want them showing a lot of negative votes if that ends up happening. Is that possible?When I print an article, why does "about:blank" appear in the bottom left corner?
What settings control "about:blank" appearing in the bottom of an article when printing? How can I change this?Display all articles on one page instead of using the previous or next buttons that only show 10 articles?
Hi, As far as I know, I can only edit the html and css of the header and footer. Is there any simple way to edit the html body or are there any settings that you can change to display all of your articles on one page instead of having to use the previousGlobal Signature
Hi, is it possible to make a global signature for all outgoing emails? We need this for our company. It is a legal requirement in germany. StephanSquished Image Width in Zoho Desk KB Articles
When posting images in Zoho Desk's Knowledge Base, I find that the images frequently end up squished based on how wide they are. Looking at the CSS, it looks like there is a `max-width: 100%` style applied which causes the width to stay within the size of the bounding container, but that simply squishes the width of the image instead of scaling it down. Is there a proper way to add large images, retain the maximum width/size of the image and not have the image squished when the container is smallerBulk update contacts and accounts from CRM
We currently have scripts that import additions and updates to our user database into CRM, which then syncs to Desk. Syncing works great for new records, but not all the data synced properly the first time—all records synced, but not all fields. If weNotify an external user
Dear Support Team, We need to send an email to an external user (ie, user not an agent on zoho) while escalating the ticket to a zoho agent. Please let us know whether this is possible or not with zoho. Thanks in advance. Best RegardsIs there any way to create an issue in Projects from ticket in Desk?
Is there any way to create an issue in Projects from ticket in Desk? It would be useful to just reply to a ticket and create an issue from the original message at the same time... I am currently having to manually create an issue in Projects and copyNext 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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