Agents permission per department
Hi Team, can I setup permission for each agent what they can do in each department, for example I want account department agents to only have view access to support department tickets and not allowed to assign or reply to clients. I am sure this wouldHow to get the call recording external ID via desk API
I have enabled phonbridge integration with Zoom Call. I am trying to access the call recording in Zoom by calling Zoom API. I have built a Desk workflow to trigger on a new call, to call a custom function. when calling the API, the response doesn't containEmail Templates - Is There a Ticket Placeholder for Billing Entity ID
Was looking to add Billing Entity ID as a placeholder in a ZoHo email template. https://help.zoho.com/portal/en/kb/desk/customization/templates/articles/creating-and-managing-email-templates#Guide_to_Placeholders e.g. the placeholder for Account wouldCreating a whatsapp channel in instant messaging in zoho desk - error Oops, something went wrong. Please try again later.
Creating a whatsapp channel in instant messaging in zoho desk - error Oops, something went wrong. Please try again later.Zoho Desk: Q1 2025 | What's New
Hello everyone, Our first release for the year 2025 is here! Check out the Release Notes for more details The diverse capability of AI and its avatars has been the center of attention lately, and we've made some significant strides in this area. We nowFeature Request Improve parent-child relationship visibility
Hi team, The Parent-Child ticket feature is great, but I've struggled to see the relationship between tickets when using ticket list views. It would be a great quality of life enhancement for users if child tickets were nested under parent tickets inWhat is Resolution Time in Business Hours
HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistanceHow do i move multiple tickets to a different department?
Hello, i have several tickets that have been assigned to the wrong department. I am talking about hundreds of automatically generated ones that come from a separate system. How can i select them all at once to move them to another department in one go? I can select them in "unsassigned open tickets view" but i can't find a "move to another department" option. I also can't seem to assign multiple tickets to the same agent in that same view. Could somebody advice?Add Button on Tickets
is there a way I could add another button on the ticket aside of "closed ticket" only. Like I want to add another button "Send & Pending", "Pending for Response" like that.Include Secondary Contacts (CCs) on Workflow Alerts
Hi There, We use the Supervise Rules and Workflow Alerts to send automated messages to contacts in Zoho Desk. Most often, we are sending the ticket contact (our client) a reminder that we are waiting on their reply to our most recent message. The problemZoho Desk blank page
1. Click Access zoho desk on https://www.zoho.com/desk/ 2. It redirects to https://desk.zoho.com/agent?action=CreatePortal and the page is blank. Edge browser Version 131.0.2903.112 (Official build) (arm64) on MacOSAsk the Experts 19: Live Expert Panel Discussion - Inside Zoho Desk Spring Release 2025
Hello again! Have you ever needed quick insights into key indicators to help manage and streamline specific operations? Have you started using AI to enhance your customer service in Zoho Desk? From configuring simple bots using Guided Conversations toSecond Insight - Let's talk Layouts
The Wheels of Ticketing - The Desk Stories Let's talk Layouts What are layouts? Layouts refer to the arrangement or design of elements in a space, whether on a physical surface, like a room or a piece of furniture, or in digital contexts, such as webAndroid and iOS Feature Updates
The Zoho Desk mobile app (Android and iOS) provides agents with a platform to serve their customers from anywhere and at anytime. We are happy to introduce a few enhancements in the mobile apps that will support the users to be more productive and streamlineChanging Color Theme of Guided Conversations
Hello, We have recently added Guided Conversations to one of our websites, but I am wondering if there is a way to customize the color scheme so it matches the appearance of the website? Thank you in advance!is Zoho desk down ?
We have not received any tickets via email on the Zoho desk for the past hour. I also tried sending several test emails, but as of right now, no new ticket has been created on the desk.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 ableImproved RingCentral Integration
We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.Voicemail to Text Transcription
Hello, We use the Twilio phone integration in Zoho Desk. When a voicemail is left, it creates a Ticket in Zoho Desk, and we are able to listen to the audio recording in the Ticket. My hope is to also have a voicemail-to-text transcription show up in thehow do i see a list of active End Users?
looking for a list of who i sent invitations to be an End User? who has signed up?Email template for customer notification on ticket reply is not being used
I've set up an email template for notify contact up upon receiving a reply in ticket. When I send a reply to the ticket, it is not using that email template. It just sends a normal looking email. How do I make it so that the email template is being used?Conversation to Resolution
Good day, I'd like to know how others are doing it. When we close a ticket, we reply to the ticket via email with photos of the issue and disclaimers. Then, we enter (copy and paste) the exact text in the resolution for reporting. I asked Zogo for a possibleZoho Desk - Feature Request - Add more social channels on Community user profile
Hi Team, While updating my profile here I noticed that it is only possible to add Facebook and Twitter social links. 1. Please consider adding at least LinkedIn and if possible, other popular channels. 2. Please consider renaming Twitter field name toTrain Zia answer bot on only part of Knowledge Base?
We are trialing Zia answer bot and hope to use it on the knowledge base to help our users find the information they are looking for. I have found how to train Zia on the entirety of our knowledge base. But is there a way to train it on only certain categoriesViewID and Zoho Desk API
I'm looking at the documentation for Listing contacts and it looks like you can filter by ViewID. I assume this is views created in a department or all departments. Is this correct? And if so, how do I find the ViewID for that view? EDIT: I see the viewLost 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?Monitor Ticket Transition Through Lifecycle Report
Hello everyone, We have introduced lifecycle report under the pre-defined or static reports to provide better visibility of ticket transitions. For more information kindly refer to the help doc: Monitoring Ticket Transition with Lifecycle Reports ImportanceHide Admin Only settings
It would be nice if the setup menu items and settings weren't visible to non-admins. Seems like there is some confusion with users going through setup pages but not having permissions and getting an invalid permission error.How to identify a ticket merge through Webhooks?
The ticket merge functionality moves all Threads and Comments from one Ticket to another. I want to identify this action to correctly apply these changes on my application end. Currently, my application only receives a Ticket_Update notification for theNative SMS Integration in Zoho Desk
I’d like to request the addition of native SMS integration within Zoho Desk. While email and chat are still widely used, SMS has become a critical channel for fast, effective customer support, especially for urgent or time-sensitive issues. At the moment,Timentry and Support Plan Relationship
Timentry and Support Plan Relationship A customer can buy multiple products and request different SLAs and support plans for each product. We can enter different support plans and define the credit. The scenario I want to happen; - To reduce the creditsIssue with ticket replies via Slack: '+' symbols replacing spaces in emails
Hello, support team! We're experiencing an issue when replying to tickets directly through Slack. When the reply is sent to the email, spaces are being replaced by '+' symbols. This makes the message harder to read and understand. Is there any solutionCustomer Portal Zoho Desk | Sort ticket list
Hello, If you view the ticket list inside the desk portal (https://xyc.zohodesk.eu/portal/de/myarea?departmentId=xyz) all tickets are displayed depending on the filters: department "my tickets" / "team tickets" status group/type channel My questions:ZOHO Desk-Enable Ticket Notification sound
Hi, I answer the helpdesk tickets for Sevenstar. How can I enable the Ticket Notification sound when I receive a new ticket?Create new ticket when another specific ticket is closed
Hi. How can I create a ticket when another specific ticket is closed? So I have a ticket with subject 'Create agreement' connected to the contact of a customer. As soon as I close this ticket, I want that a new ticket is created (connected to the sameHow can a Zoho Desk Admin access restricted files?
How can a Zoho Desk Admin access restricted files from Zoho Desk that are not displayed to agents on tickets due to file type restrictions?Why is my Lookup field not being set through Desk's API?
Hello, I'm having trouble setting a custom field when creating a Ticket in Zoho Desk. The endpoint I'm consulting is "https://desk.zoho.com/api/v1/tickets" and even though my payload has the right format, with a "cf" key dedicated to all custom fields,Ticket template - Send email to multiple contacts
Is it possible to set up a ticket template with multiple contacts selected to receive an email, rather than just one contact as the default? We use Zoho Desk to send an email report to a group of contacts every day, and have to manually add each emailClient Script also planned for Zoho Desk?
Hello there, I modified something in Zoho CRM the other day and was amazed at the possibilities offered by the "Client Script" feature in conjunction with the ZDK. You can lock any fields on the screen, edit them, you can react to various events (fieldZoho 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.Next Page
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Announcements
Zoho Desk: Q1 2025 | What's New
Hello everyone, Our first release for the year 2025 is here! Check out the Release Notes for more details The diverse capability of AI and its avatars has been the center of attention lately, and we've made some significant strides in this area. We nowAsk the Experts 19: Live Expert Panel Discussion - Inside Zoho Desk Spring Release 2025
Hello again! Have you ever needed quick insights into key indicators to help manage and streamline specific operations? Have you started using AI to enhance your customer service in Zoho Desk? From configuring simple bots using Guided Conversations toSecond Insight - Let's talk Layouts
The Wheels of Ticketing - The Desk Stories Let's talk Layouts What are layouts? Layouts refer to the arrangement or design of elements in a space, whether on a physical surface, like a room or a piece of furniture, or in digital contexts, such as webAndroid and iOS Feature Updates
The Zoho Desk mobile app (Android and iOS) provides agents with a platform to serve their customers from anywhere and at anytime. We are happy to introduce a few enhancements in the mobile apps that will support the users to be more productive and streamlineMonitor Ticket Transition Through Lifecycle Report
Hello everyone, We have introduced lifecycle report under the pre-defined or static reports to provide better visibility of ticket transitions. For more information kindly refer to the help doc: Monitoring Ticket Transition with Lifecycle Reports Importance
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Zoho Desk blank page
1. Click Access zoho desk on https://www.zoho.com/desk/ 2. It redirects to https://desk.zoho.com/agent?action=CreatePortal and the page is blank. Edge browser Version 131.0.2903.112 (Official build) (arm64) on MacOSEnable Snippets and/or Templates option in outgoing Emails
Hi, Currently Snippets and/or Templates are only available in reply emails but not when creating new outbound emails: https://help.zoho.com/portal/en/kb/desk/ticket-management/ticket-replies/articles/sending-emails-and-converting-it-to-a-ticket SinceB2B2B SaaS: How to visually identify affiliate-referred clients in Zoho Desk ticket listings?
We're using Zoho Desk standalone (without CRM) for our B2B2B SaaS company, where we support both direct clients and their end customers. Challenge: We need agents to visually identify tickets from clients who were referred by specific affiliates directlyHow to identify a ticket merge through Webhooks?
The ticket merge functionality moves all Threads and Comments from one Ticket to another. I want to identify this action to correctly apply these changes on my application end. Currently, my application only receives a Ticket_Update notification for theTrain Zia answer bot on only part of Knowledge Base?
We are trialing Zia answer bot and hope to use it on the knowledge base to help our users find the information they are looking for. I have found how to train Zia on the entirety of our knowledge base. But is there a way to train it on only certain categories
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Zoho 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 keynoteUsing 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 aboutEdit 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-importantWebinar 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, Green
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