Lock ideas: lock comments and voting
Hi, Now when you lock a topic in the community, you can only lock the comments. Would be great if you could also lock the voting. Kind regards, HelenZoho Desk uploading products?
Hi there, Is it possible to upload my products via CSV or spreadsheet upload to Zoho Desk? It appears I can only add one product at a time. I have connected ZohoCRM and Zoho Desk together. Will they sync products together then?Monthly Release Round-up - April 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements we released last month. Option to make default comment type public Until now the default comment to a ticket was always set as private, which allowed only the agentsSubmitting Tickets using Knowledge Base Artlices
Is there any way to link a ticket submission button to the articles on our Knowledge Base? For example, a user is reading an article and there is a button to submit a ticket right from the article. This would be helpful so we can know if a user has alreadyGmail to ZOHO DESK Import
Hello Team, I would like to inquire about the feasibility of importing historical emails from Gmail to Zoho Desk. Is it possible to do so? Thank you. Bharath Kumar EWhere to change/increase the Article listing shown on front?
I'll end up with more than five articles for each category and would like to have more of them displayed to users on the first page before they have to head over to the next page. I can't find any settings for this!Zoho Desk - Support Email Domain for Multiple Brands
We are a Zoho One customer and are looking to setup Zoho Desk. We have multiple brands within our company with different sales teams for each brand. Our customer buy products from a brand and would need to send support emails to the domain associatedLooking to identify the agent permission which allows/prevents an agent from changing the SLA on a ticket
Good morning, I've identified an issue that an agent in our department has occasionally been resetting the SLAs which were claculated on our tickets without explanation. To prevent this from happening we'd like to prevent agents with the same rolesetPartial Outage in One of the Zoho Desk EU DC Clusters
Greetings, We would like to inform you about a partial outage that we have experienced in one of the clusters in Zoho Desk. The partial outage occurred between 9:26 CEST 2 May 2023 and 15:59 CEST on the same day, and the slowness persisted until 17:18EU DC Partial Outage Resolved: A Detailed RCA
Incident Summary Due to an overload on one of the nodes in the EU DC for Zoho Desk, the system was unable to handle the heavy load, causing a slowdown in requests and resulting in a partial outage for customers with data residing in that node. On MayAppend to the HTML body tag
Hi, I would like to be able to add a script to the agent help desk So basically what the point is that the IT department is using a Status page(Statuspage | Atlassian) that show disruption on services. this system allow us to generate a script that shouldComments to KB Articles
Isn't there a way to make it so that readers can make comments about Knowledge Base articles? I thought that was possible, but it's not working for me & I can't find a setting to change it.How to give a contact full access to his company/account's ticket
A contact/customer asked to see all the tickets he and his colleagues created in order to follow their status. How can this be done? At the moment he can only see his own support tickets. Only the Agents can see this. Thanks for your help, GregAttach file to ticket using zoho desk API and spring RestTemplate
Hello, I want to attach a file on a ticket using the Zoho desk API. It works fine using postman but always got and HTTP 500 when I try with Spring Rest template in Java. I can't figure out what is wrong. Thanks in advance.Presence of draft messages are not obvious
I can't count how many times this has happened to me. It's at least 20 or 30 times. I go to compose a message to a customer on a ticket, I think I hit "send" but maybe it didn't register, or I moved off the tab for another task and then closed the tabSend email to slack when status has changed
Hi. I have created a new status of invoice. What I would like to do is send an email to slack when a ticket is changes to invoice from open can anyone advise how I would do this, thanksNew enhancement in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Zoho Desk Android app (v2.6.6), we have brought in the below enhancement. We have implemented the layout and validation rules for quick actions in the Activities module for tasks and events. An intermediary screen hasTicket owner = Ticket creator in template
When creating a new ticket template, we should be able to set the Ticket Owner as the ticket creator. This would auto assign the ticket to whichever agent uses the template. Is there a way to add "Ticket creator" as an option in list of choices for TicketZoho Desk / Jira Integration
How do the defaults for the fields get set when creating a new issue from a ticket? We have tested extensively and cannot find a rhyme or reason to what is set for the priority field and others. We had three users open the Issue creation screenAdd CC in a worflow
Hi, I want to create a workflow to add a specific contact in the field CCs according to the account name, but the field CCs is not available in the list. Is there an other way to automate this action?Add CC contact in Workflow Alerts
Is there a plan to add the cc contact in a workflow alert? I have a workflow that sends an email alert to the contact when a resolution is added, but I would like to include the cc'd contacts as well. Perhaps there is another way, I am open to ideas. I use workflow due to the criteria where the Closing a ticket contact notification has none.Anyone Using Zoho Desk for Repair Staff?
We are considering moving to Zoho One, and I'm wondering if anyone is using Zoho Desk for repair staff. We have a staff of service techs that repair tools, either for free or for a charge. Zoho Desk seems more designed for online support. Is anyone usingZoho Desk is extremely slow
Our organisation is using the enterprise edition of Zoho Desk and the performance of the system today is unusable, it takes 40 seconds to open a ticket and it may not even load the information in the ticket. This is creating a huge backlog of work forZoho Desk very slow
Desk is pretty much unusable, Very slow. Some screens dont come back at all. We had a similar problem on Saturday. Getting customer calls that we are not responding to their tickets.Knowledge base w/ search capability across Zoho apps
Hi, I use multiple Zoho applications across Zoho suite. I would like to understand what others, in similar situation do to centralise knowledge. I mean the notes and comments from resolution of issues in Zoho Projects, Resolution and issues in Desk, potentialGet requestHeader value
Hi guys, I need to get requestHeader value from third party API. Now I'm getting only response, responseHeader, and status by using below request. let <variable> = { url : <url>, type :"GET", data : {}, postBody : {}, headers : {"Content-Type" :"application/json"},Mail forwarding does not work correctly
Hi, we use the external contact solution: MS Exchange 2016 with distribution group and the external zoho contact included. Internal messages will forwarded correctly. external messages does not work really. Some mails get reach zoho desk some mails doesGet time entry for Account?
I was looking into a way to get the time entry pet account for report/billing purposes. But using a custom function to get the Account information.Using this for the time being: response = zoho.desk.getRecordById(orgid,"Accounts",accountid); It doesn'tSubject Line Limit When Making New Ticket vs. Adding to Old?
I'm having an issue where Desk is taking what should be a new ticket (different subject line) and just merging the message into an existing ticket. We get invoices sent to an email address that goes into Desk. The subject line will be something like "APCAnnouncing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below theCreate ticket in a past via API
Hello support team, I want to create tickets via your REST API for Zoho Desk. Is there a possibility to create ticket with a time in the past? JSON what I want to send, for example (year 2012): { "contactId": "1999xxxxxxxxxxx3011", "departmentId":Column Definitions
I am looking to find out the definition for each column in the Desk reports as some are obvious but some are not. Is there a list of these somewhere that I am missing? Examples of the types of columns I am referencing are shown below in the image.Bullets and Numbering in article editor
Is there a way to remove bullet/number formatting for a line in the article editor? I found two ways to do it: Decrease indent until it is gone: Very much a pain since no shortcut (that I know of) and pull down menu to get to it. Clear formatting: problemZoho Desk Whatsapp Integration
Dear Community, We having issue to integrate Whatsapp under our Zoho Desk. We have follow the guides and understand zoho desk support Embedded sign-up. https://help.zoho.com/portal/en/kb/desk/support-channels/instant-messaging/articles/integrating-whatsapp-with-zoho-desk#What_is_an_Embedded_SignupCases Customer Happiness Rating Form editing
Hello, we want to hide the name of the agent in the form that appears in our mix after the selection is made in the customer happiness ratings survey, in short, we could not find where to access this form to edit it.Missing "Item Count" in DESK
Last least week, we lost our current "Item Count" number for the selected group. ie: My Tickets, Open Tickets, My Open Tickets. I just discovered this morning that there is now a very small "total count" selection on the far right that, if I click, willKnowledge portal configuration
I am trying to configure the knowledge base so that the article part is public and anyone can access the articles but the ticket creation part is blocked with registration or access with username and password. Could you guide me? Thanks in advancedTime Tracking
Is there a time tracking feature? Is there a way to report monthly on total time spent on tickets, whether open or closed? For instance, a client of mine pays me for "up to 10 hours" of service per month. I need to know how much time I've spent in totalzoho desk
Hello, we are definitely shocked about the situation in zoho desk. Lets say you are an creative web agency. Your client pay every month 1000€ for example. For that amount he will get 100H budget. Now client can create a ticket and you need to track yourIncrease ticket start from number for new tickets
Hi. I would like the tickets to start from 15100 to make it a 5 digit ticket number. So ticket 1 would be 15101 thanks!! Also would be very helpful if the Subject line on agent reply is Category rather than Subject.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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