How can I redirect in form without choose department?
Hello, in portal when client click on "send ticket" open a page where need to select departmend. After choose department, show the form and open ticket. Is there a way to go directly on form and in the form choose department?Desk API - List all tickets
Hi, I am using https://desk.zoho.com/api/v1/tickets?include=contacts to pull back a list of tickets, but it never seems to pull back all tickets just around 20 at a time, and using the limit function only works if you know exactly how many tickets youEmail Templates for Appoval process
Is there a way to update the approval notification email? The email that comes through doesn't include enough metadata, and it would be nice if it supported smart fields like in the email template setup.Modify subject thread during a reply
I receive a reply email from another ticketing system which contains an ID. I would like my reply to this message to contain this new and external ID in the subject. I tried to do this with a custom function that a user kindly shared here: https://help.zoho.com/portal/en/community/topic/change-subject-after-reply-two-ticket-systemsUNPROCESSABLE_ENTITY - sortOrder- is present in the input
API Documentation - get tickets How can I sort by CreatedTime with descending order? when I use params="sortBy=createdTime&sortOrder=desc&from1&limit=100" I get Request not successful,Response code 422 Response : b'{"errorCode":"UNPROCESSABLE_ENTITY","message":"ExtraInstant messaging is now supported in the latest version of the Zoho Desk iOS mobile app
Hello, In the latest version (v 2.6.12) of the Zoho Desk iOS mobile app, we have brought in support for Instant messaging integration. What is Instant messaging? Zoho Desk's IM is the perfect messaging platform to take business to the next level by makingget all Tickets for a given Account sorted by custom field
Dear support, is there a way to fetch Tickets filtered by an accountId and sorted by custom field cf.DateCreated ? Going to import Tickets from 3rd party application to the zoho Desk. Seems zoho Desk will set Tickets creation time to current time ofFind contact using related CRM Id through the API
Hi. Is there a way to find a Desk contact that has a matching CRM contact/lead id? For example, if I look at some specific Desk contact record it has the following field: "zohoCRMContact": { "id":"3913929000003810022", "type": "leads" } If I know the CRM id and type, how can I use the Desk API to find this contact? Thanks! Egor.Reply within Ticket
I'm sure this has been asked before but I cannot find any threads on this. So when we are working on a ticket and need more information from the user for example, we reply to the ticket asking for that, and they then reply back to us, why does it createDelete al current tags
Can I delete all current tags so i can start with a new list.Request search not working in zoho one interface, but is working at zoho.com/desk
Request search not working in zoho one interface, but is working at zoho.com/desk Searching for the same ticket: when searching from zoho one: no results. when searching from zoho.com/desk correct results. See videoZoho Desk Description
The system should copy the first 100 words of an email of the ticket and copy it on Description. Then description should be provided on ticket notifications: 1. Ticket Received Notification 2. Reminder to response notifications 3. closing notifications.Assignment Rule for Ticket Reopened by Customer Reply
Hello, I'm thinking we are missing something terribly obvious and wanted to see if anyone else has done something similar. We are good with tickets reopening when a customer respondes, but we don't want them to stay with the agent who had responded andZoho Desk : Sub Category should allow validation from Main Category
Hello Experts, I am trying to use Category & Sub Category fields available in Ticket form. I need Validation in Sub Category (derived from Main Category) For E.G. When we select Hardware in Main Category Then Sub Category should show 3 problems When weFeedback widget Knowledge base and Community section
Hi, I just want a confirmation that the Knowledge base and Community section is only available on the embedded popup web form and can't be used in the iFrame or web embedded form. If they can could someone help us initiate that into the iFrame widgeIntroducing enhanced JWT authentication mechanism
Hi all, Greetings! We are excited to introduce the enhanced version of the JWT authentication mechanism for ASAP add-ons. ASAP The ASAP (App Support Across Platforms) add-on in Zoho Desk is a stand-alone app that provides in-app self-service to the end-users.Popup Feedback Widget messing with site
Hi, we're trying to implement the Feedback Widget as a popup type, but when the tab on our webpage is clicked the form does pop up but our webpage receives the following styling style="overflow: auto; height: auto;" Which causes our page to shift andLight agent can comment on a Ticket but not on Task?
Hi Zohodesk, I can see that in the Permissions for a Light Agent show "View Only" for Tasks/Activities on Tickets. I know, all the clues are there, as they say, but is there a reason that you can't add comments to Tasks in the same way as you can theThe "Pending Activities" icon and sidebar started acting weirdly
Today I did notice that my "Pending Activities" icon was showing up with a red dot on it. I've opened it and found out that I was appointed 3 tasks by my colleague in the last 2 weeks. He also had some tasks assigned to himself. He wasn't aware of anyWhere do I log agent in Zoho desk
Just started using Zoho desk, and currently only have myself as an agent. I am showing agent offline, but having spent a considerable time looking and can not find a means to put myself online!? Come across this article, but with 15 thumbs down its probablyHow to use Help center users (frontend users) as SSO provider
Hello, I want to implement something like the SAML option in Zoho Desk, but backwards - I want to use the Help center (frontend) users in Zoho to log them in to another system - thus my Zoho portal would be the identity provider and the other system wouldQuick access to the ticket description
Hello, I would like to get an overview of all tickets. However, I am not interested in the e-mail conversations or other stuff. I only want to see for example the ID, description and contact of the ticket. Therefore, I thought I would create a report.Publishing an extension across multiple DCs in one go
Are you going through the long-yet-important process of publishing an extension in multiple data centers (DCs) one by one? Then this post is for you. Previously, you had to log in to individual DCs to publish an extension and its associated functions,Something is Broken with Knowledge Base Access
Seems like we battle this every time we add a new employee (we have ZOHO One). We've got the user up and running as an Agent so they can write and edit new Knowledge Base articles. But, they can't USE the knowledge base outside of Desk. If they navigateHelp Center / Landing Page
Hello, Just starting out with Zoho Desk and here is what I would like accomplish, please let me know if this is possible. I would have one URL for all of the customers to access for support. The page would have a simple statement of What can we helpCustomise the Zoho Community following email
If I am following a forum in the Zoho Desk Community, I will receive an email every time a post is made there. For example: I was wondering if there is a way to customise this email. In particular, I wanted to include a link directly to the topic forLayout change on split
We had an agent split a ticket yesterday but the new ticket needed to use a different layout. The layout field was locked down however. How do we unlock it so we can change the layout when a ticket is split?How to add the Desk Title in the browser tab
Hi there, Is there a way to add in the name of Desk to the browser tab as well as the Flavicon like other Zoho Apps? I have looked in the Rebradning section but can only see how to change the Flavicon.Wrong breadcrumb language when searching on the Knowledge base
Hello, I realized that, when searching an article from the English version KB, I still se the breadcrumbs in Italian (which is the original language). Please see this on the screenshot below:(Blog Post) Have You Heard About These 9 Free Zoho Desk Extensions?
Dear Zoho Desk community members, I guess many of you heard about the free Parent-Child ticketing extension. Did you know that there are many other free Zoho Desk extensions built by Zoho's development team? Check out my blog post to learn more aboutZoho Desk Ticket Fields
Can I not pull in more data from CRM into my Desk tickets automatically once I identify my Account Name outside of the contact and phone number? I have a lot of data in my accounts in CRM that are useful for our tech staff need for their tickets andDesk Subject
Is there a way to standardize/hard code the Desk Subject line based on the layout for our internal users? We have set ticket subjects we want our users to use for better tracking and searching.Change order of ticket layouts
In the ticket layouts, I literally just want to change the order of these layouts so that "General" is after "Requests". I want them to appear in the help center the other way around, how do I do that??Deleting a Ticket View
How does a user delete a ticket view that he created? Thanks!Tickets not closing after a set time lapse despite existing a rule to do so
Hi, I'm experiencing issues with some of our tickets. Every ticket is applied with blueprints and a supervisor rule so that, after a certain amount of time since the ticket changed status to "solved" (Solved is a custom status mapped to Closed but withSome Ticket Fields only filled out via API. How to Hide them if they are empty/null?
We have some fields on thickets that are only ever filled out via API if certain conditions are satisfied. They are empty/null 95% of the time and only get filled in about 5% of the time. Since they are empty most of the time, we want to hide these fieldsRun your help desk on your schedule
In business, time is of the essence. This is especially true in a function like customer service, where KPIs such as response time and agent availability are the measures of success. Perhaps the most crucial consideration one needs to make about time is your hours of operation. These set expectations for your customer and for employees. To make communicating this information easier, we've revamped the way business hours and holiday lists work in Zoho Desk. In order to accommodate teams that workCustomer Portal Zoho Desk | Sort ticket list
Hello, If you view the ticket list inside the desk portal (https://xyc.zohodesk.eu/portal/de/myarea?departmentId=xyz) all tickets are displayed depending on the filters: department "my tickets" / "team tickets" status group/type channel My questions:Zoho Desk Customer Portal Not Secure
Hi, So I have set up our Customer Portal for our helpdesk and mapped the Domain etc. but the site itself is still saying not secure. We set this up on the 19th so its had plenty of time to generate an SSL so we are unsure why this is happening. The CustomerJWT for Authenticating Users in the ASAP debug
Hello. We are trying to set up a login using a JWT endpoint. As described in this article: https://help.zoho.com/portal/en/kb/desk/for-developers/asap/general/articles/jwt-for-authenticating-users-in-the-asap-add-ons#What_is_JWT After the JWT endpointNext Page
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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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