Records from ATE 29: Knowledge Base, Community, and AI for smarter User Education
Hi Everyone, "Ask the Experts 29" was an engaging session, where we explored how to utilize the Knowledge Base for customers and internal teams, as well as emphasizing the importance of our Community. This post highlights the questions and use cases discussed,Removing To or CC Addresses from Desk Ticket
I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This resultsPushover Notification Module
Hello, it would be good if there would be a "Pushover" (https://pushover.net/) module besides the standard SMS module. Pushover is now very well known, especially in IT, and is becoming more and more popular. The biggest advantage are the customizableE-Mail Blacklist via GUI
Hello, It would be helpful if the GUI included an option to block specific email addresses (both incoming and outgoing). I want a setting where I can completely block certain email addresses. This means that no tickets can be opened from those addresses,元問い合わせメールに返信したときの統合処理
ワークフロー作成したので備忘録です。 Zoho Desk で作成したメールアドレス宛てに既存のメールアドレスにきた問合せ先メールを転送してチケット作成を行っています。 元の問い合わせメールに返信、転送した際にRe,RE,re,Fw,FW,fwが件名の頭に付くため、その度に新規起票が乱立します。 メールの頭にRe,RE,re,Fw,FW,fwがある時それを除いた件名と同じ件名が既にチケット作成されていれば統合するワークフローを作成しました。 条件が緩いので既存チケットの検索で完了済みや5日以上前に作成したものは除いてもいいとは思います。Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the lastProblem with the blueprint flow.
Scenario: 3 departments in a single environment: A-B-C agents from department 1 D-E-F agents from department 2 G-H agents from department 3 Since we've been using Zohodesk (2023), agents can assign tickets to the correct department using the blueprintHow to set default reply email address depending on receipt email address
Hi, I have a number of different customer support email addresses (info@XYZ.com, retuns@XYZ.com etc.) and want to set Zoho Desk so that the email address from which an agent replies is automatically defaulted to a predetermined address depending to whichTrigger workflows from SLA escalations in Zoho Desk?
Hey everyone, I’m currently working with SLA escalation rules in Zoho Desk and ran into a limitation that I’m hoping someone here has solved more elegantly. As far as I can tell, SLA escalations only support fairly limited actions (like changing the ticketHOW TO: Searching a thread (email body/text) with a custom function, allowing filtering and specific actions
We are still trialing out Zoho at this time, but have found a major expected feature to be missing - the ability to search within the text of an email for automation/workflows. NOTE: You need to create a connection for zohodesk under settings -> DeveloperDynamically prefill ticket fields
Hello, I am using Zoho Desk to collect tickets of our clients about orders they placed on our website. I would like to be able to prefill two tickets fields dynamically, in this case a readonly field for the order id, and a hidden field for the sellerZia Agent activation in Zoho Desk forces new Organization creation instead of deploying to existing one
While attempting to complete the deployment and activation sequence of a new Zia Agent within our existing Zoho Desk environment, the activation process failed on the user interface, throwing a generic error (see print). However, despite the activationAbility to run report over 180 days
Is there a reason Zoho limits the ability to run reports for records older than 180 days? In my view, the only reason I can think of is that it forces us to pay for Advanced Analytics (which I do).Cloning a View
When I clone a View, it doesn't make a copy; it only creates a new copy with the same default fields as if I were creating a new view. What is the purpose of cloning if it doesn't bring in the same fields? Thanks RudyNew tickets with empty image contents
Dear Support. From the end of last week onwards customers send messages for new tickets through microsoft graph (by email to support at procert.ch using the procert portal). We have an issue with the emails because well packed images are no longer visible.Images not showing up in Desk tickets
Customers are trying to send us screenshots to diagnose their issues. But Desk seems to be stopping the images/breaking the link when the ticket comes in. (We can see them in an email box getting cc'd on all tickets...so it's not our mail system). Help!Pasting images is a mess
I’m trying to paste images into my tickets, in the comments field. But when I paste images, they end up in the wrong order or behind the text.Zoho Desk MCP doesn't expose all functions
Hello, I'd like to be able to draft (rather than send) ticket replies using Claude Cowork. However, the Zoho Desk MCP doesn't currently offer that, despite it being available in the API (https://desk.zoho.com/DeskAPIDocument#Threads#Threads_DraftEmailReply).Number of Reopn
Hi Zoho, Is there any appropriate API call for This URL "http://support.zoho.com/api/v1/dashboards/reopenedTickets?...." what I thought is the resulting output of this call has data for number of reopen... "https://desk.zoho.com/api/v1/tickets/" + Ticket_IDPasting Images in Zoho Desk ignores cursor location
My team has reported an issue which started recently where when we paste an image into a new or existing reply or comment, the pasted image seems to ignore the current cursor location instead paste itself at the last character present in the reply/comment,Zoho Desk: Auto-resizing of the "Description" textarea when creating a ticket.
I would like to suggest an improvement for Zoho Desk regarding the Auto-Height-Resizing for Description field on the “Create a Ticket” page. It would be highly beneficial if the editor supported auto-resize functionality, allowing it to adjust dynamicallyZoho desk extension update custom field
Hi all, I'm trying to update a custom field in my zohodesk extension. But the documentation is fairly unclear. The custom field is named "testveld". The api name is cf_testveld I'm trying to update it like this: ZOHODESK.set('ticketForm.cf_testveld',How to show product cards in your chatbot
Hey everyone, If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick. There will be no images, no specs,On-prem version of Zoho Desk
Is there an on-prem version of Zoho Desk available for enterprise customers if we have additional aspects of security that aren't covered with current legal and data security terms?SPAM Filter cleanup
I was under the impression that the SPAM filter would automatically clear itself, however re-reading the message it says: What does this mean? How often does this get emptied automatically?Form in ticket reply
Good day, I know I can use Snip to reply, but is there a way to create a web form to request specific additional information for a ticket? e.g., When a ticket is resolved for a telephone or printer issue, is there a way to reply via a web form to requestZoho Desk : How to Filter Tickets by @Domain or Email Address
Hi Zoho Desk Support Team, I would like to know how to filter tickets by a specific @domain or email address in Zoho Desk — not by Contact Name. For example, is it possible to search or create a view that shows all tickets from a particular domain (e.g.,Zoho Desk: Quick Filter/Quick Search InputBox in Ticket View
Hi Zoho Desk Developer Team, I would like to suggest adding a “Quick Filter” search box in the Ticket View page. It would be very helpful, We can search for it immediately by ticket title, email, sender name, or ticket ID directly from the view. ThisReach us through our official support channels
Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and readyZoho Desk / Assist Integration
Good day, We use both Zoho Desk and Assit, and were wondering if there is a way to schedule a remote session from within Desk. I know Desk has the "Remote Assist" option, but even that is not the most user-friendly process. Or even if there is a way toAutomation Series #6: Blueprint vs Workflow in Zoho Desk
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 automations through real scenarios and business processes, so you can clearlyZoho Desk Time Tracking and the Salary Privacy Issue
Hello colleagues, Just wondering if anyone did hit the same wall? In the Desk, when the agent-specific hourly rates are enabled (Zoho Desk → Setup → Time Tracking → Billing Preferences), these Time Entries are being displayed in the Ticket History tab.Zoho Desk - Change Time Zone for all users and set default for new user
Hi, Is there a way to set a default time zone so that when user creates an account via the Zoho Desk invitation, they don't need to select the time zone via the hundreds of choice? And, for already created users, can we edit the incorrect time zone selectedCustom View of tickets created today
How can I create a custom view that list all my ticked created in the current date? Currently, if I select the "Created Time" criteria, the "Current Time" option does not work as today. Actually, I don't know how it works this "Current Time".Extract a list of Contacts
Hello, How can I extract a list of contacts with the Account Name, Contact Name and Contact Email with the criteria to filter by: Only accounts with specific Product. Contacts with email Contacts that are Portal User. I was able to almost get that usingLost 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?Replies sometimes creating separate ticket
Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person respondingCustomer having issue accessing Helpdesk Portal
Customer is having issue logging in He is using the correct link and email address Has tried different browsers but still no luck Attached are screenshots and log files Please can you adviseModify logo on exported PDF article
Hello, I have to 2 Help Center with 2 different brands. If I try to download an article from Help Center Brand #2 as a PDF file, I see the Brand #1 logo on it. Is there a way to modify or hide the logo in the pdf? Thank you AntonioZoho Desk Android and iOS app update: RTL support, send WhatsApp messages via mass action, subtabs on Contacts and Accounts modules
Hello everyone! We are excited to introduce new enhancements and features on the Zoho Desk mobile app. Let us take a look at what's new. RTL support for Arabic and Hebrew languages Right-to-Left (RTL) support is now available across the Zoho Desk mobileNext Page
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Records from ATE 29: Knowledge Base, Community, and AI for smarter User Education
Hi Everyone, "Ask the Experts 29" was an engaging session, where we explored how to utilize the Knowledge Base for customers and internal teams, as well as emphasizing the importance of our Community. This post highlights the questions and use cases discussed,How to show product cards in your chatbot
Hey everyone, If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick. There will be no images, no specs,Reach us through our official support channels
Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and readyAutomation Series #6: Blueprint vs Workflow in Zoho Desk
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 automations through real scenarios and business processes, so you can clearlyZoho Desk Android and iOS app update: RTL support, send WhatsApp messages via mass action, subtabs on Contacts and Accounts modules
Hello everyone! We are excited to introduce new enhancements and features on the Zoho Desk mobile app. Let us take a look at what's new. RTL support for Arabic and Hebrew languages Right-to-Left (RTL) support is now available across the Zoho Desk mobile
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Problem with the blueprint flow.
Scenario: 3 departments in a single environment: A-B-C agents from department 1 D-E-F agents from department 2 G-H agents from department 3 Since we've been using Zohodesk (2023), agents can assign tickets to the correct department using the blueprintZoho Desk : How to Filter Tickets by @Domain or Email Address
Hi Zoho Desk Support Team, I would like to know how to filter tickets by a specific @domain or email address in Zoho Desk — not by Contact Name. For example, is it possible to search or create a view that shows all tickets from a particular domain (e.g.,Number of Reopn
Hi Zoho, Is there any appropriate API call for This URL "http://support.zoho.com/api/v1/dashboards/reopenedTickets?...." what I thought is the resulting output of this call has data for number of reopen... "https://desk.zoho.com/api/v1/tickets/" + Ticket_IDFirst Response Time, Where to find?
Hi Currently I'm building a feeder file that auto-fetch ticket details when created/updated. On my table headers, apart from custom fields, I'm specifically looking for First response time. Currently I'm checking capabilities using Zoho Flow but couldn'tZoho Desk How to configure the settings to show both full names and email addresses in the "Recipients" (To, CC, BCC) fields?
Hello Zoho Desk How to configure the settings to show both full names and email addresses in the "Recipients" (To, CC, BCC) fields? Current result. Expected result. Thank you.
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Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and readyZoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote2024 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 emailWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformUsing Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about
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