Time tracking not as good as Zoho Projects
Hi I use Zoho Projects for my web development projects. The time tracker (little green clock) is great. I have just started using Zoho Support for support requests. These also need to be billed, so the time tracker is essential. I therefore upgraded ZohoSocial Integration Not working
Hello, I would like to integrate our Facebook and Instagram but integration is not working it's freezing can't do anything.a task shared with another department is not visible
share Activity with another department, in which he is not a member of the team, I lose the ability to displaySupport more broad standard filters on reporting
When creating reports, you are forced to use a time-based standard filter, however it does not include all time and now it appears you're forced to 1 year. This is even the case when creating reports that are not dependent upon time, such as all contactsUpdate Time Entry - Type CALLS
Hello, why can I only change time entries via API/Deluge if they are directly attached to a ticket or task? For the user, time entries behave completely the same, regardless of whether they are stored directly on the ticket or on a call, which in turnAssign tickets based on "To Address" or "From" address
Hi, I'd like to auto-assigne tickets based on "To Adress" : for example, if a customer knows my agent and send him a direct email with support adress in cc, i would like the newly open ticket to be directly assign to the agent. Same thing using the "FromZoho Desk Response Due clear button - can it trigger a notification
If I set up an SLA with a (first) response due time, but I receive a ticket that does not require a response, I want for the team member to be able to clear the response due time so as to not trigger an SLA violation (tickets often stay open longer thanis it necessary to include Zoho Desk's support email address in cc?
Hello, I just set up Zoho Desk and wondering if it is always necessary to reply to the sender of the ticket and also include the support email of ZoHo desk in the carbon copy field? I also did uncheck the following option "Auto Cc e-mail replies to your support mailbox " but still the Support e-Mail of my Zoho Desk email address is added as CC.Present a way to permanently place the extension buttons to the top band
I've just discovered a bunch of new extensions released by Zoho and installed them all together. There is already enough button space on the top band but these extensions are being hidden by default by the system. The selected extension is being replaced with the last module on the top band when you use one of them. Please introduce a setting to permanently place the extensions into the "top band" which have the "top band" extension location feature. Also include them in the "Organize Modules" settingCan't save ticket layout in desk
Hello I have a problem when adding a property in a field in my existing ticket layout. After i have added the property i press save and it gives me the error message: " A layout with the specified name already exists. Please enter a different name." WhichPoplulating Mobile field in ticket form
Hi, Would it be possible to have the Mobile field populating in the new ticket form?What are 'Attachments' for in a Zoho Desk ticket?
* When a new ticket with attachments is created, the attachments stay in the email thread. * If we add documents to the 'Attachment' section of the ticket, They do not show available when trying to attach to an email. 1. What would I use 'Attachment'Change Topic Owner
We want to integrate Zoho forms with Zoho Desk - Community. The problem is that all requests get created with the user ID that authenticated the integration. It would be great if we can specify the topic owner in integrations, so if the topic owner submitsKB: Image description in articles are de-associated from image
When we add images into article of the knowledge base, we add description to them, which are displayed as a legend below the image. Image with legend after its creation: But when we edit again the article, the description is no longer associated to theCreate automation rule to remind a customer that we're waiting for their response
I'd like to create an automation rule to remind our customers that we're waiting for their response. Ideally the rule would execute once after 3 days of no response then again after 6 days of no response and then close itself after 10 days and notifyNotify additional business stakeholders based on ticket tags
I'd like to create rules to notify some of our client stakeholders of work being performed based on certain tags assigned to a ticket. How could I accomplish this within Zoho. I'm coming from Zendesk where this is very simple to do with an automationLight agent cannot see all tickets from department
Hello, I created a light agent for a department but he cannot see all the tickets inside that department, am I missing something? Please see the images below, showing what I as admin view when I select the department (90 tickets) and what he sees whenTicket merge sends out an email
When we merge 2 tickets in Desk, there's an email send out automatically to the customer. I don't know if it's a "status update" email or a "ticket is closed" email but i suspect the first one. We have this issue with manual merge but also with automaticallyIs there a way to populate the Subject Line of a ticket with fields?
I want to keep the Ticket ID where it is but, I would like to have the Subject line automatically populate info like: "#1234 Classification - Category - Sub Category - Any Custom Field (or) account/Potential Name" Right now the subject line comes inHow do i integrate ZOHO Desk with my c# .net application?
Hi Is there any sample code provided for creating tickets in ZOHO Desk within my c# .net application? any help would be greatly appreciated. Thank you, AlexAbility to send a note/ tag agents in a comment from different department when sending a ticket
Hi there, Our agents move tickets between departments regularly and we're wondering if there is a way of sending a 'note' or message to the other department when moving the ticket. Is it possible to tag an agent from another department in a comment alsoI don't have the option to enable the "Auto-invite Permission" in my Help Center settings.
I want my customers with their first tickets to be auto-invited via email to register for access to the Help Center. This Zoho article describes how to do so: But for me the option is missing (see attached). What do I do?Handover mailadress and name via original_sender and?
We are using Zoho for our mails over the website. In order for the tickets to arrive correctly, we use the tag #original_sender{example@sender.com}, but now we still get the same name and first name in the ticketing. Here I would also like to transferZoho desk domain mapping not working
Hi, I have followed this knowledge base support from your zoho site: https://help.zoho.com/portal/kb/articles/support-customers-from-your-own-domain-domain-host-mapping . First created a sub-domain(support.website.com), then went to zone editor to point "support.website.com" to cname desk.cs.zohohost.com . But it won't work out. What did I lack? Please I need it very much. Please see images below of the result: Please see below images of what I did: 1.) 2.) 3.) Hope to hear from you soon.Not Getting ticket custom fields
Hi, Can any one answer me.. I am trying to fetching all ticket records from "Tickets" modules. But I am getting only standard fields of tickets. I am sharing my code, Please check and reply me.Zoho Desk ticket backlog calculation
hey, we're trying to understand how the average ticket backlog calculation is created in the analytics part of zoho desk. can anyone shed any light - we've tried based on overduie/out of SLA/untouched, etc without a good answer to see how to activelyTelegram Integration
We have been using an integration with Twillio so all of our client text messages come into Desk and have been very happy. We were looking at using the new whatsapp integration but, with the new privacy issues we will no longer be using whatsapp andTemplate needs to be selected twice when sending an email via a Blueprint transition.
Hi, An issue has been found within the Blueprint transition phase when replying to an email. Templates needs to be selected twice when replying to an email via a Blueprint transition. The first time a template is selected nothing is shown while the secondWhy is the customer email address changed using "+client.domain.name-via-support@my.company.domain"
Hi, I noticed a strange behaviour with Zoho Desk that I don't quite understand. I have customers that open tickets with their email addresses - that's fine. For instance "mike@foo.com". My company has its support email address as simple as "support@barbaz.com".Introducing Custom Actions Gallery for Zoho Desk
Hello Everyone, We are delighted to introduce a new feature: Custom Actions Gallery for Zoho Desk. In addition to the actions that you can automate with a workflow rule, we provide some more actions to automate. For example, when you receive multipleNew ticket layout without "non-removable standard fields"
Hello. I want to create a layout for tickets without the fields that are set by default as non-removable. How can I achieve this? If the system can't work without those fields, can't those be set in the backend with a standard value and let me delete them from frontend? It's frustrating to be forced to work with fields that are not necessary.Zoho Desk. Custom field max multiline length Issue.
Hello. I have an issue with a Zoho Desk Custom field. I created a custom multiline field. I tried to insert some text more than 5000 characters, and i got this error. Insufficient Privileges to perform this operation. Contact your Administrator. I triedUser Audit Trail
I don't see this functionality, so here it is: It would be nice to run a report of all users and by type (Admin, Agent, Light) and their last login so we can tell if licensed users are still logging in. This way we can send targeted emails to usersOne of the customer is getting Insufficient privileges while trying to create a ticket through portal
Dear Team, One of the customer is getting Insufficient privileges while trying to create a ticket through portal. Others are able to create it. It is user specific. Please suggest how to resolve. User privilige errorIs it possible to change the task layout to ticket layout
So we have multiple Ticket layouts, is it possible to assign a certain Task/Activity layout to a certain Ticket Layout?Bulk Update Desk Picklist via API call
We are using Zoho Desk for our ticketing and system and bill our time against external jobs that other departments in our company are working on. In the Zoho ticket the technicians currently enter the job or department information manually. While thisBuilding Extensions #13: Creating widgets with the JS SDK bundle in Zoho Desk - Resources API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. The Zoho Desk platform supports custom fields. The custom fields can be introduced using an extension. The ZohoIs there a way to create a Desk report/view to list closed tickets which did get a response after their closure?
Date posted : 19 August 2022 We can also use Zoho Analytics if it's not possible directly from Desk's reporting module.Getting creator photo for Desk Community Topic
I'm loading topics using `https://desk.zoho.com/api/v1/communityTopics` API call and trying to use photo URL from `topic.creator.photoUrl` field its value is: https://domain.example.com/api/v1/agents/501xxxxxx001/photo?orgId=71xxxxxx9 But I can't accessUser Cannot View Ticket from Help Center
Firstly, I want hide the 'department' from the Help Center. I have try this by unchecking the "Display in Help Center" of all departments. The ticket created by the user then will go to the default department. Now the user can still view the ticket fromNext 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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