Agent Ticket awareness
I am trying to develop a system in desk that posts a comment every time a new ticket is opened. The goal is to alert agents of other open tickets. And make them aware of recently closed tickets. I have tried flow and work flow. I can get a comment to
Automatically Populating Account Name in Desk from CRM
Good day, I have a field in Desk called Account Name which is linked to CRM. Whenever a contact name is added the account name looks up the account based on that name, if the contact name is empty then the Account Name field displays nothing, however
Build a Legacy of Support with Zoho Desk
Hi everyone, World Heritage Day, also known by the name International Day for Monuments and Sites, is a moment to celebrate the stories, culture, and history preserved in the monuments, landscapes, and heritage around us. At Zoho Desk, heritage is not
Email adding to existing ticket
hello Is there some syntax i can add e.g. to the subject line / body of my email that when it reaches the Zoho portal will add the request to an existing ticket. e.g {123} Currently if i have an open ticket and a customer emails me direct, i then forward
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Ask the Experts 28: Handling customer support with AI
Hello Everyone, Welcome to Ask the Experts 28. This month's session is centered around what every business is looking toward—automating repetitive tasks with AI. In Zoho Desk, you have Zoho's AI assistant–Zia, working its magic. Zia, your AI companion,
Pinned important comments and threads in tickets
Hello everyone, We are happy to announce that users can now pin important comments and threads in a ticket. This feature helps agents quickly access the customer's requirements and stay updated on the latest developments to ensure they have up-to-date
Allow Font Size 11 in Editors...
That is basic functionality...
When a ticket is merged, the merged ticket's link should redirect to the remaining ticket.
Zoho Desk deletes merged tickets. Which is not ideal. The issue is if you have a link bookmarked, or even in your inbox from a ticket that was merged, when you visit you receive an error because merging tickets actually deletes the ticket that was merged.
No option to add Tags as a Column in a view...
When Creating/Editing a View in Zoho Desk, you can add any column/data point from the ticket you'd like, EXCEPT Tags. This is a problem. Tags store important data. Being able to display it in a view is important...Please fix this.
Zoho Desk - Support Plan by Time Log Hours
Hi Desk Team, When creating a Support Plan, it would be great to have an option under Plan Type for Time Based Plan. This would be based on the number of work logs created for a customer account. It's very common to offer a support contract which has
Undo send and download multiple files
Like Gmail, I'd like to: be able to download multiple files simultaneously, rather than download one at a time; and have an undo send feature.
Workflows being applied and the Large unwanted popup
When a workflow is being applied do to an action, then the Agent is left with a large Window asking if they would like the see the changes this workflow did. Is there any way to disable this prompt from appearing?
Problem in usage zoho
Difficulty to submit the from in my training to handle ticket on your free trial
Search API filter/sort ignores comment-triggered modifiedTime updates
Summary When a comment is added to a Call or Account, the parent record's modifiedTime is correctly bumped. This bumped value is visible in: GET /api/v1/calls/{id} ✅ GET /api/v1/calls/search without a filter ✅ — the record's response body shows the new
WhatsApp Calling Integration via Zoho Desk
Dear Zoho Desk Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho Desk. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need for traditional
Help Center and SEO: Any Benefit to My Domain-Mapped Website Ranking?
First of, I love the Help Center which I've just decided to integrate into my website to replace its old-fashioned FAQs. So much more to achieve there now! Lots of new benefits to the site visitors and to me in terms of organizing and delivering all the
Placeholders in Ticket Templates
We should be able to use placeholders in ticket templates. When we create a new ticket, our description field is shown to the client in the email they receive. It would be very handy to be able to personalize that description field in our ticket templates to pull in the name of the client that the ticket is for. Using them in the subject field as well, so we can auto populate Account Names, etc.
Sync Task Status from Zoho Projects to Zoho Desk
Hi Zoho Desk Team, Hope you’re doing well. We’re actively using the Zoho Desk–Zoho Projects integration, which helps our support and project teams stay aligned. However, we noticed that when we change a task’s status in Zoho Projects, the change is not
Lost the ability to sort by ticket owner
Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?
Placeholder doesnt work in email tempalate
Hi Team, I have put in the customer happiness rating place holder in my email template but when I pick the template in my ticket and send it to client, the place holder doesnt get generated. What am I missing here? screenshot attached.
Automation#17: Auto-Create Tasks in Zoho Projects Upon Ticket Creation in Zoho Desk
Hello Everyone, This edition delivers the solution to automatically create a task in Zoho Projects when a ticket is created in Zoho Desk. Zylker Resorts uses Zoho Desk for bookings and handling guest requests. Zylker resorts outsources cab bookings to
Automation Series #3: Macro vs Workflow in Zoho Desk
Workflows vs Macros in Zoho Desk: Choosing the right help desk automation This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confused
Mail Merge in Zoho Desk
Hello Team, Do we have an option of mail merge within Zoho Desk like we have in Zoho CRM? We have a requirement to generate some pdf file in the form of mail merge doc from the ticket.
No DINAR (Serbia) in currency list
There is no Serbian Dinar listed in the currency list. Dinar is available in Books, Inventory, CRM, FSM. Please make it available in Desk as well. Without it, the integration with other apps is not possible.
Re-Apply SLA When Ticket Reopened from Closed Status?
If you have an SLA applied, timers are deactivated when going to "On Hold" status type and reactivated when going back to an Open status type. What we discovered is when a customer replies to a closed case and it reopens, the SLA is not applied and timers
Discussion Forum Categories and Forums
I'm prepping for a forum roll out and found that there isn't a lot of granularity of permissions on the forum level. It would be nice to see the settings from the category level of the forum available at the forum level, so you can assign who can post
Zoho Desk - Event Calendar View
Hi Desk team, Are there any plans to introduce a calendar or timeline view for Events in Zoho Desk? It would be very helpful if we could see Events visually in a calendar and/or timeline. This is very helpful when desk side support activities need to
Email notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 would
Standard view for every agent
Hello there, I am facing the following challenge. I would like to provide a standardised view for all agents. This view should not be editable by the user. It would be nice for the users if the tickets were divided into columns (like prio work mode).
Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually
Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able
Create a Custom view that displays the current signed on support reps Tickets
Is there a way to create a custom view that has criteria that says Ticket Owner = [Current Signed on Support rep]?
Zoho Desk - Trial Extension Error - Insufficient Privileges to perform this operation. Contact your Administrator.
Zoho Desk - Trial Extension Error - "Insufficient Privileges to perform this operation. Contact your Administrator." I am receiving this error above when trying to extend my trial, and I am the Administrator. Please advise on how to bypass.
Knowledgebase SEO
We have a custom-domain mapped help center that is not restricted via login. I have some questions: a) will a robots.txt file still allow us to control indexing? b) do we have the ability to edit the sitemap? c) do category URLs get indexed by search
MS Teams integration
I followed all the steps to configure the bot chanel notifications, for all events. All configuration worked fine, without issues, but I don´t recevie any notification in the Teams chanel. Must I configurate aditional permission set in MS 365 or Zoho
Is anyone else experiencing downtime on Desk?
Desk is slow/crashing and not stable the last couple of hours. Is anyone else experiencing the same issues?
Set Mandatory Lookup Fields in Ticket Layout
I added a custom module called 'Site' in the desk. I also added a lookup field 'Site' in the ticket layout. Now, I want the 'Site' field to be mandatory in the blueprint transition. How can I do that?
Followed Tickets view
Hello, following a ticket makes no sense at all / offers no additional value.... Of course I can install and use the add-on My Followed Tickets for Zoho Desk, but what does it do for me? Not much! It cannot be used across departments! The range of functions
Manage WhatsApp conversations across Zoho services using one phone number
If your teams use multiple Zoho services to handle different business functions, such as support, sales, or other Zoho tools, you might have asked this question: Can we manage all WhatsApp conversations using the same business phone number across these
Tickets without registration
Hi, would it be possible to give customers the opportunity to be able to read their tickets without registration?
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