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    • Announcements

    • Zoho Desk now integrates with Trello

      The customer service team is tasked with taking good care of customers and helping them when they need assistance. When there is problem, they manage communication with the customer, while operations teams fix the problem behind the scenes. In order for both teams to be effective at what they do, actionable information has to flow between them regularly. When that doesn't happen, it can create a communication gap between what a customer wants and what internal teams actually understand.  If you use
    • Announcing Early Access to the next generation of Zoho Desk UI

      Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -
    • Zoho Desk now integrates with Slack

      Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either.     The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort.    The integration also lets you configure real-time updates to your agents via Slack. The notifications can
    • Collaborate with context, with Zoho Desk for Microsoft Teams.

      If your organization uses Microsoft Teams to collaborate, we have great news! You can now access your customer support tickets from Zoho Desk, and act upon them, all from within Teams. Get Zoho Desk for Teams here!   Work together without waiting around Customer service often requires people to come together to solve a ticket.  By adding Zoho Desk ticket views as tabs in Microsoft Teams, you can easily cut down on the time it takes to get all these people on the same page. You can add different ticket
    • Building Extensions #15: Creating widgets with the JS SDK bundle in Zoho Desk—Inter-widget communication

      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. Hello Developers! In our previous post, we briefed the use of Hooks API and explained it with an example on how

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                                                                              • Most Discussed Topics

                                                                              • SLA configuration

                                                                                Hi, I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time. The use case is the following: If a ticket is created and the customer has no SLA set a resolve time 15 days after and the
                                                                              • How to setup a email notification when an agent reply to a client?

                                                                                Hello , when agent reply to a ticket I would like to send automatically an email notification to client with template like: “Dear Customer name, An agenti reply to your ticket. Read and reply Link ticket Have a nice day” How can i setup?
                                                                              • Zoho 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.
                                                                              • How to Create Ticket Templates

                                                                                Hi good day. I would like to ask an assistance on how we can create ticket templates / forms like these samples below. It would be better if they are in a "form" format instead of just filling up the description. New Hire/Onboarding – this ticket type
                                                                              • Show always Due Date and Response Due Date

                                                                                Hi, I am struggling again with Zoho Desk. Currently I am setting up the SLA and I am currently wondering why the Response Due Date and Due Date are removed, when I set the ticket status to On Hold. In my opinion this makes no sense and how can I always
                                                                              • Sticky Posts

                                                                              • Edit 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-important one today: edit & delete ticket comments .  You'll find both these options right next to the comment you made.  By default, comment authors can edit their comments while administrators can edit all comments. Likewise, comment authors
                                                                              • Announcing the New and Improved Article Editor

                                                                                KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
                                                                              • Zoho Desk Cheat Sheet For The Year-End

                                                                                Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
                                                                              • Zoho Support: Automate your way to Productivity using Time based Actions

                                                                                To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
                                                                              • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

                                                                                Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions