Restrict Ticket Movement to Specific Departments in Zoho Desk
Hello Zoho Desk Team, Greetings, and hope you are doing well. We would like to submit a feature request regarding the ability to control ticket movement between departments in Zoho Desk. Current Limitation: At present, Zoho Desk allows agents to moveGEO and Zoho Desk
Has anyone done anything with GEO (generative engine optimization) and zoho desk KB? Are there any plans from Zoho on adding the ability in inject GEO scripts in KB Articles?Incoming Threads Report
From data to decisions: A deep dive into ticketing system reports Customers raise questions and issues through multiple channels, such as email, chat, or tickets. To monitor the number of queries received on a specific day from each channel, leads canBlock opening tickets vía email DESK
Hello, I want to block the functionality of opening tickets when someone send an email to our support email address. Actually everybody in the world can open a ticket in our systen just sending an email to our support email address I don´t want this feature!!!!Ask the Experts 29: Knowledge Base, Community, and AI for smarter user education
Hi Everyone, Welcome to Ask the Experts (ATE) 29, a live panel discussion. After the engaging text-based discussions in ATE 27 on onboarding and managing agents and ATE 28 on handling customer support with AI, we’re bringing you the next round of ATEFirst 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'tModify 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 AntonioPasting 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,Push conversation to operator in guided conversations
I really would like to push the conversation to an operator from a specific deppartment in guided conversations, just like Zobot in sales iq. It would help a lot. For me it does not make sense to use sales iq for messenger, instagram and others, becauseLost 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?How to get static reports via Desk API
Hello, we are hoping to use the Desk API to automatically export the default static reports in Zoho Desk, or reconstruct them via other API calls. What's the best way to do this? For example, if I want to recreate the Response Time static report via theExclude Email or Domain From New Ticket Notification
Hi, we utilize the new ticket notification feature in Zoho Desk. However, it would be great if there was a way to exclude certain email addresses or domains from receiving the automatic notification. This would be particularly helpful for automated alertsTrigger 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 ticketDelete a department or category
How do I delete a Department? Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.Option to Delete Chats in IM
Currently, there is no option to delete any chats in IM, regardless of their source.Automation #7 - Auto-update Email Content to a Ticket
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. Email is one of the most commonlyDefault ticket template in helpcenter
Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.Issue adding/changing mobile number for OTP
Hi Zoho Community, I’m trying to add or change my mobile number, but I keep getting this error: “We’re unable to send OTP to this mobile number. Please contact support-as@eu.zohocorp.com” Because of this, I can’t verify my number or continue the setup.Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente
Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente! Isso é ruim pois so,os em 5 agentes e o cliente fica sem saber com quem ele está falando, pois tentei procurar configurações que pudessem ter esta opção, mas até então não encontrei.hide resolution from help centre
to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not publicZoho 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 toHow do I change the Subject header when I reply please, it contains Re which I want to remove.
Hi Zohodesk, When a customer logs a call we have amended the Acknowledge on new Ticket template so the subject header has "Ticket Id" at the start of it. When we reply the customer gets Re: and then the Id and I can't see a template for this? Can youAutomation Series #5: Supervisor Rule vs Schedule in Zoho Desk
Supervisor Rules vs Schedules: Choosing the right time-based 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 automationsRemove or hide default views
I'm looking to only have the views pertinent to my organization. Is there a way to show only my custom views (or separate them to a different area or something)? If not, this should be a feature as switching from Zendesk we had this option...SalesIQ Live Chat Widget Upgrade For Zoho Desk Customers
The older version of the SalesIQ live chat widget will be deprecated on May 15, 2026. SalesIQ powers the chat experience across Zoho Desk, Help Center, and ASAP widgets. To ensure continued support, Zoho Desk will begin rolling out the new SalesIQ widgetUpgraded sentiment analysis model for more accurate detection
Hello everyone! Sentiment Analysis in Zia is being upgraded to a newer model to improve how customer sentiment is detected and interpreted. This transition is aimed at getting better contextual understanding across all supported channels. As part of thisAdding contact to account automatically in helpdesk?
Hello, We're using Zoho desk to managed our helpdesk tickets. Is there a way to add contacts (email senders) automatically to an account based on their emails domain name? For example: when UserA@companyx.com send an email to our support mailbox, a trigger or a workflow would automatically add the userA to Companyx account if it does exists Please advise Thank youUrgent Issue – Draft Reply Fails to Save When Message Contains Code Snippets
Hello Zoho Desk Support Team, We are experiencing a critical issue in the ticket reply editor that is directly impacting our support operation. Whenever we write a reply containing code snippets, URLs, or technical content (for example, terms like “curlIntroducing 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-childImport KB template OR Export template for zoho desk?
Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possibleCustomer Support Portal
Hi, As I am dealing with and waiting for help with a serious Zoho Mail issue, I tried to submit requests and manage my requests by logging into the Customer Support Portal, but it keeps saying that I do not have a valid email address and cannot login.Add Ability to Reset Help Center User MFA in Zoho Desk
Hello Zoho Desk Team, First of all, thank you for recently adding support for Multi-Factor Authentication (MFA) in the Zoho Desk Help Center. We’re very happy to see this enhancement go live, especially since this was a highly requested security feature.In Desk KB article, how do include an image in a numbered list without using a number or bullet?
We need to include images in our KBA steps as a numbered list. Here I have numbered steps. I want the image no numbering or bullet. Open Purchase Order Entry. Select the mail icon: Select the Save button. I see your own articles have images in numberElevate your Radar experience: Best practices part 1
In the Spotlight: Zoho Desk's Radar app Think about RADAR (Radio Detection and Ranging)? The system used to track and identify aircraft, ships, and vehicles using electromagnetic waves. Imagine what a similar “Radar” experience looks like for customerZoho Desk View Open Tickets and Open Shared Tickets
Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).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-dateAgent 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 toAdd bulk ticket merge functionality in Zoho Desk
Hi Zoho Team, We would like to request a feature that allows agents to merge multiple tickets in bulk instead of merging them one by one. Current Limitation At the moment, tickets can only be merged individually. This becomes very time-consuming whenSecure your help center profile with Multi-Factor Authentication (MFA)
Hello everyone, With the rise in security breaches and compromised passwords, keeping your account secure has become more challenging. To address this and enhance security of the help center, businesses can enable Multi-Factor Authentication (MFA) forAdd Support for Authenticator App MFA in Zoho Desk Help Center
Hello Zoho Desk Team, We hope you are doing well. We would like to request an enhancement related to security for the Zoho Desk Help Center (customer portal). Currently, the Help Center supports MFA for portal users via SAML, JWT, SMS authentication,Next Page
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Incoming Threads Report
From data to decisions: A deep dive into ticketing system reports Customers raise questions and issues through multiple channels, such as email, chat, or tickets. To monitor the number of queries received on a specific day from each channel, leads canAsk the Experts 29: Knowledge Base, Community, and AI for smarter user education
Hi Everyone, Welcome to Ask the Experts (ATE) 29, a live panel discussion. After the engaging text-based discussions in ATE 27 on onboarding and managing agents and ATE 28 on handling customer support with AI, we’re bringing you the next round of ATEAutomation #7 - Auto-update Email Content to a Ticket
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. Email is one of the most commonlyAutomation Series #5: Supervisor Rule vs Schedule in Zoho Desk
Supervisor Rules vs Schedules: Choosing the right time-based 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 automationsSalesIQ Live Chat Widget Upgrade For Zoho Desk Customers
The older version of the SalesIQ live chat widget will be deprecated on May 15, 2026. SalesIQ powers the chat experience across Zoho Desk, Help Center, and ASAP widgets. To ensure continued support, Zoho Desk will begin rolling out the new SalesIQ widget
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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,Pasting 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,Urgent Issue – Draft Reply Fails to Save When Message Contains Code Snippets
Hello Zoho Desk Support Team, We are experiencing a critical issue in the ticket reply editor that is directly impacting our support operation. Whenever we write a reply containing code snippets, URLs, or technical content (for example, terms like “curlAgent 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 toIn Desk KB article, how do include an image in a numbered list without using a number or bullet?
We need to include images in our KBA steps as a numbered list. Here I have numbered steps. I want the image no numbering or bullet. Open Purchase Order Entry. Select the mail icon: Select the Save button. I see your own articles have images in number
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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 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 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-important
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