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          • Announcements

          • Tickets now can be shared during the blueprint transition in the latest version of the Zoho Desk Android app.

            Hello, In the latest version of the Desk Android mobile app (v2.6.2), we have brought in the below enhancement. We have implemented the 'Share Ticket' action as part of the blueprint transition. Agents can share a ticket between departments and invite
          • 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!
          • Boost your Zoho Desk's performance by archiving tickets!

            The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually lead
          • Automation #12 - Automatically add comments to tickets when criteria matches

            This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimize
          • Automation #2- Create recurring tickets using Schedules

            This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk.   Creating recurring tickets

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                                                                                              • Most Discussed Topics

                                                                                              • How do we view a customers IP address?

                                                                                                In zoho desk, how do we view the visitors IP address. This should be a standard feature as fraudulent disputes can be countered with a users IP address matching the IP of a purchase, All tickets should have an IP address attached to them. Where can I
                                                                                              • Change our Zoho Email

                                                                                                Hi Zoho Desk Support. I would like to raise a question regarding our current Zoho Desk email. Current: support@xxxx.zohodesk.com What we want to use: support@yyyyyy.zohodesk.com Can we update it without deleting all our current tickets (open, closed,
                                                                                              • Keep Contacts from automatically being associated with accounts

                                                                                                New to Zoho desk and ran into an issue, We contacts being automatically associated with accounts when closing tickets. We need to stop this from happening, and only have contacts associated with accounts when we manually add them under the account i
                                                                                              • We are experiencing an error when we try to update our ticket.

                                                                                                Please see below error message we receive while updating our ticket.
                                                                                              • Filter Tickets (views) based on related data

                                                                                                Hello, how can I create a view that retrieves the tickets based on related data? For example, I have a ticket that is linked to a contact person, who in turn is linked to a company. In the company record, some relevant information is stored, such as certain
                                                                                              • Sticky Posts

                                                                                              • 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!
                                                                                              • 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 service
                                                                                              • Announcing the Happiness Rating 2.0!

                                                                                                Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.    Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
                                                                                              • 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
                                                                                              • 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