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                • Announcements

                • Multi-Layout (Beta) release

                  Creating a layout for customer support teams that share several processes under one common department is a challenge. First thing that comes into the agent's mind is the number of fields that are irrelevant to ones process. This challenge also extends
                • Automate your custom functions using Schedules

                  Custom functions are a useful tool when you want to simplify complex business processes that take time to execute. Schedules in Zoho Desk can help you automate these custom functions. You can choose to execute schedules at a particular time, or on a recurring basis. For example, using schedules, you can create a new ticket or task on a recurring basis or send agents reminders about a weekly meeting.   For support team leads or managers, Schedules can help you streamline operations in a variety of
                • Unleash the power of detail, with Table View.

                  What use is context that's not available where you need it? With this in mind, we bring you the Table View. This feature will add more power to the way you organize and work through your ticket load. Table View comes in handy when you want more control over the ticket information you see. This is a nifty tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can glean most
                • Zoho Desk Community Digest - March 2021

                  New Features Introduced the Skill-Based Assignment capability, which helps you automatically assign tickets to agents, based on the skills (areas of expertise) attributed to them.  Introduced the Backup UI functionality, which helps you download data
                • Zoho Desk Community Digest - February 2021

                  Product Enhancements The Activities module now has an option to manually mark individual tasks, calls, and events as spam. The spam marking also automatically happens when an associated ticket, contact or both entities are marked as spam either manually

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                                                                      • Most Discussed Topics

                                                                      • get user info from helpdesk with php + api

                                                                        Using PHP + API, is it possible to search user desk customers by email to see if a customer exists and - if so - return their details? Code appreciated!
                                                                      • Round Robin between multiple teams

                                                                        The round robin rule for teams only allows selection of one team. Will it be possible to select multiple teams so that items that fit the criteria will rotate betwedn teams?
                                                                      • minutesSpent predefined

                                                                        Hi, We are using Time Tracking and we want to pre-define options which Agents can choose from. We only enter time in 0 / 15 / 30 / 45 minutes format. If we work 1 hour for a customer it is 1 hour 0 minutes. If we work 1 hour 05 minutes then it's 1 hour
                                                                      • Block certain fields after first input

                                                                        Hi, We have a few options in the Help Center form which a customer can fill in. We want to block some of that fields so the customer cannot change their initial inputs. Those fields must be blocked for editing for Agents also (except Support Administrators).
                                                                      • Close an 'on hold' ticket after 48 hours

                                                                        I have a workflow set up so that once a ticket has been answered, it's put into an ON HOLD state. But how do I add a second workflow to that so that any ticket which has been in ON HOLD for over 48 hours but WITHOUT a response from the client is then
                                                                          • Sticky Posts

                                                                          • Register for Zoho Desk Beta Community

                                                                            With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features so that you can try them out and give us your feedback and report issues. This would help understand your requirements better and iron out any hiccups. Here's the link to register for the beta programs. Please select the feature from the "Beta Feature
                                                                          • 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
                                                                          • 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!
                                                                          • WhatsApp Pauses Client Onboarding

                                                                            It has been 4 months since the beta of WhatApp Integration, powered by Twilio, has been released—whereupon we had received a plethora of requests. We were able to onboard a few of them in batches, while other customers are on the queue. At this stage, we have received a notice from Twilio stating that the requested applications are placed on hold, since Whatsapp has paused all the ISV, SI, and ISV/SI customer onboarding process globally.  Here’s what this hold means for you: Existing Customers using
                                                                          • TLS v1.2 Upgrade for Zoho Desk

                                                                            Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most