Request New Feature: Automatic Ticket Merging from Same User
All tickets from the same user come in to Zoho desk randomly and its messy - we want them to come in one conversation for each user so we can bunch it together.Intercom integration
I've read about the intercom integration, and it was good news at first. Problem is -> the Knowledge Base. We use intercom together with it's KB. Whilst working with Zoho, we started to generate knowledge articles on the Desk KB, so articles on IntercomUpdate ticket field and then update contact ticket
I have one custom field "Enquiry Product" on Ticket module and Same "Enquiry Product" field on Contact module. I want to, after the Ticket module "Enquiry Product" Value set, then the contact module of "Enquiry Product" file has same value automatically. I don't want to manual to make it. Thank you.Zoho Desk CC Emails Not Caching
Hi all, I have a funny little issue. I help manage Zoho Desk for a digital marketing agency where we provide support to customers that we've built websites for. Pretty simple. For whatever reason, I cannot delete cached emails that appear in the CC fieldDoubt about SLA and state SLA
Hello! I have 2 doubts: 1) Is it possible to get blueprint state SLA in Analytics Zoho? If so, in what way? 2) In the first response SLA option, is it possible for him to stop counting the time according to the ticket transition? If yes, how should itAuto assign new tickets to the agent who was the last to respond to the contact
How can we make it so that when a recurring contact opens a new ticket, it is automatically assigned to the agent who was the last to respond to the contact?Zoho desk not receving forwarded email
Hello, I'm posting here because I'm facing a very annoying issue. All the mail that a forwarded to my zoho desk address are not appearing as tickets. - I can create manually a ticket - I Can send manually a mail to my zoho desk address and the ticketSubmit and Open a New Ticket Entry Layout
Hi, In the simplest terms I need a button/function/workflow called "Save and Create Another" which would save the already filled submission form and open a new ticket submission form with some of the field prefilled so the agent would only need to changeFocus Group Webinar - Instant Messaging channel integrations for Zoho Desk
Hey everyone! This month, Zoho Desk released its all-new integrations with instant messaging channels. Instant Messaging channels are integral means of communication with customers that help deliver personalised customer experiences with real-time responses.Projects Plugin cannot Create Task - Permission Denied
I'm trying to use the Projects plugin to create a task from a ticket. Upon doing so I receive the error. "Permission denied. Please contact your administrator." The plugin is authorised and setup sucessfully following the guide. guide. https://help.zoho.com/portal/en/kb/projects/integration/zoho-apps/articles/desk-integration#To_integrate_Zoho_Projects_with_DeskEarly access for instant messaging channel integrations
We're excited to announce four instant messaging ticketing channels—WhatsApp, Telegram, LINE and WeChat—for Zoho Desk. Integrating with these applications lets you receive and respond to real-time requests from customers through these popular platforms.Billing Type change with specific customer and sub-category
Hi, We have 2 billing types "Billable" and "Non-Billable". We would like to change the Billing Type automatically when a Time Entry is created for a specific customer with a specific sub-category. Already tried Validation Rules but i cannot select "AccountLink a ticket to a (SLA) contract
Hello ! I'm currently trying Zoho Desk to see if it could fits my company's needs and I'm looking to reproduce a scenario from my current ticket software. Here is what I would like to do : In my company, we are mostly selling maintenance contracts. These contracts have 3 major information : what product(s) are covered by the contract, how much time will we working on problems and when does the contract will expire. Here is an example : The company X buy a contract of 8 hours of maintenance for theirAbility to Track Time Via Status?
Let me paint a picture first. We are defining the metrics from which our department is graded, essentially. This department is for changes to websites, and one of those metrics is how long we work on each ticket, as well as the response time to tickets in general. Currently, AFAIK, the only way to track the time spent actually working on a ticket is to use the tab at the bottom "Time Entry" which requires manual entry of the time spent. So, we'd need to track our own time manually, so that's noCan I view the KB in the same way as a customer logged in as my Agent?
Sorry if this seems a mad question. I have some Articles that I want to be seen by my Agents and the status of these is set to Agents only. We also have some that are set to Public. When I sign in with my private email address (as a customer) I canDuplicate tickets when second department is CCd
Hello, We have two departments with their own email addresses. However customers often CC the other address, which is effectively creating a new ticket in the other department: 1. If a new email - will create one new ticket in each department 2. If aZia (Chatbot) not working in Chat in the ASAP React Native SDK
Hi. I created a basic POC app using the ASAP React Native SDK (react-native-zohodesk-portal-sdk), the official sample app (Zoho-Desk-ASAP-React-Native-sample), and following the Working with the ASAP SDK for React Native guide. Chat is not enabled inCaller Queue in Zoho Desk with Twilio
Hi Zoho Support, I have setup Twilio in Zoho Desk and everything is working well, except the caller queue. If two people call at the same time, and an agent is speaking with one caller, and a second caller is waiting in the queue, how does the agent switchDesk Transition Custom Action
Hello! I have been trying to add a custom action to a transition in which (after transition) the user would be brought to the Time Entry tab of the current ticket. I have tried using a function to open a url to the appropriate page, but could not getTurning off daily ticket updates in Slack
Is there a way to turn off these updates? every morning at 9am and every evening at 6pm we receive an update from our zoho slack integration. Ideally we would only like this to happen when a new ticket has been created, but we will settle for it justCustomizing Login Form ZohoDesk
Hi, Is it possible to edit the look of the login form in ZohoDesk? It is currently being loaded in as an iframe but I want to change some colors and I can't do it now. I also haven't found a way to do it in the settingsHow does a ticket become "overdue"
Very strangely I cannot find any information on google or here what exactly makes a ticket become "overdue" and how we can change or modify what makes a ticket turn overdue. Anyone has any links to resources or an explanation?Adding contact to account automatically in helpdesk?
Hello, We're using Zoho desk to managed our helpdesk tickets. Is there a way to add contacts (email senders) automatically to an account based on their emails domain name? For example: when UserA@companyx.com send an email to our support mailbox, a trigger or a workflow would automatically add the userA to Companyx account if it does exists Please advise Thank youEmails not delivering to Microsoft/Outlook/Hotmail/Windows Mails
Hey there, We have issues with zoho delivering emails to anything related to microsoft. I see there are lots of similar questions in the Zoho Cares but you never directly reply. This includes the Zoho Desk that we use. Here is an example of a failed responce.Work Modes Priority Mode
Hi, if I switch the view to the priority mode, the tickets are sorted in a way, newest tickets first in the columns. Is there a way to get the priority mode with oldest tickets first sorted? Regards, Leszek.Generating reports with attachments in tickets
Is there a way to generate reports with the attachments(Like images) in the ticket?I'd love to edit KB/Suggested Articles from within a call!
Hi Zohodesk, Just a thought..... when I am in a call and choose a suggested article and want to paste its content into the call, if I see something I want to edit in that artilce it's a bit of a pain to locate this in the KB edit it, then search and addMerging Fields in Zoho Desk Reports
Hi, I'm wondering if there is a way to combine fields in a Zoho Desk report. An example being we have a 'Classifications' field on our ticket with 10 drop down options. Is there a way to combine say 3 of these dropdowns together into one field in theDisabling FWD option for agents
We are having ongoing issues with multiple tickets being created via user-emails. It appears this is due to agents replying in the ticket with "Forward" rather than "Reply" - thus creating a new email chain. This means that when the user replies back,ZoHo Desk Dashboard on large screen
Is it possible to have a customised dashboard of Zoho Desk on a big screen? It is just for displaying tickets on the screen (refresh every 30 seconds or so). Without spending a full license.my company I'd not working zoho
no any tickets are assigne on my id. and not showing my name at company portal .what's solution.Go multilingual with Zoho Desk!
In the constantly evolving landscape of customer service, helping customers in their preferred language has become a necessity. Every customer has two critical expectations from a business: 1. Self-service experience: They expect to find answers instantly,Zoho Desk Solutions tabbed content
I wonder if it would be possible to add functionality in the Zoho Desk solution to create tabbed content. The most common use case would be to document different instructions for a new UI vs an old UI. I realize those can be added in headers at thisAnnouncing early-access to Guided Conversations on Zoho Desk
Revolutionise your Customer Service with Zoho Desk's Guided Conversations Guided Conversations (GC) are part of a proactive, low code, self-service platform to engage customers with appropriate and intuitive responses in a systematic manner. Using GuidedAdding a "company name field" to the advanced web forms.
We are trying to implement you web form into our website, but we need the companies name to insure they are still on support for our product. In the web form tool you have provided we have renamed one of the fields "company" but we cant seem to findTickets have default shopify mail as adress
Hey i tried using it but all tickets that come in trough the contact form have mailer@shopify.com as the email. Is it possible to instead of having that email to have it with the email the customer used?Vertical Align in Zoho Desk Solutions
I wonder if I'm missing some useful UI element: Is an easy way to do an image vertical-align within a KB article? Currently, my workaround is to go into the HTML code, find the image style and add vertical-align:middle; This gets quite tedious whenAdd a "Limit" option when creating rules
It would be nice to have a rule "limit" when building and testing rules, which can be removed after a rule is verified to be working properly. Use case: When building a rule that may be complex and could potentially not work as expected or inadvertentlySetting Default Fields for Tickets by Email
I've set the field defaults for some of our fields, but this only seems to apply for tickets created manually. A ticket sent in via email doesn't pick up these defaults. Can this be set or is this only achievable through workflow rules?WhatsApp messages not landing in Desk
We have been receiving all our support tickets from WhatsApp on our Desk dashboard. But for 2-3 hours any of the messages sent to our WhatsApp support number are not landing on the dashboard. We have enrolled for the IM beta access. I expect the earliestNext 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
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