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                • Announcements

                • 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
                • WhatsApp for Zoho Desk is now open for beta access!

                  Greetings from Zoho Desk!    We are thrilled to announce that WhatsApp for Zoho Desk, powered by Twilio, is now available for beta access.    Multichannel customer service doesn't completely serve its purpose until you support customers in channels that are most convenient to them. It makes the customer's life easier when getting an issue resolved is as simple and quick as talking to a friend.   With over two billion users worldwide, WhatsApp is the most popular chat application around the world. This
                • Your Help Center just got a lot more customizable!

                  Self-service is becoming one of the fastest and most useful ways of supporting your customers. In the age of the internet, customers tend to look up solutions on their own before contacting customer service. This is beneficial to both brands and customers, as support requests can be solved even before they are raised.    If you're a brand looking to provide top-notch self-service, building an informative help center is a step in the right direction. Customizing it further to emulate your brand's
                • Multilingual Knowledge Base is now available for beta access!

                  Hello, everyone!  We are thrilled to announce that Multilingual Knowledge Base is now available for beta access. This will be a big enhancement to your efforts in providing self-service for customers across the world.  Here's what we have in store:  A Knowledge Base that speaks their language: With Multilingual Knowledge Base, you will be able to create and manage articles in multiple languages to support customers from different regions. More categories to boot: Users can now associate multiple
                • Automation #5 - Configure Round-Robin without Load Balancing

                  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. In Zoho Desk, Round Robin is a ticket assignment method that distributes and assigns incoming tickets equally among agents. It is designed to ensure that the ticket load of agents is always balanced. It achieves this goal by first assigning tickets to the agent with the least load.

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                                                                              • Most Discussed Topics

                                                                              • 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
                                                                              • Ticket Creation - Can I remove the 'Attach a File'?

                                                                                Can I remove this field 'Attach a file' in the Help Center? Best, Lizz
                                                                              • API Endpoint

                                                                                Hi, How do you create my API end point? I want to look at Zoho Desk Tickets. So far I have created a token with the scope desk.read. I have my org ID. I am getting 401 error and sometimes 422 error. I believe both have to do with the auth code. Is there
                                                                              • Issue on Upload API and href image URL

                                                                                Here is my Full API Code , URL : URL: https://desk.zoho.com/api/v1/uploads/659563000000193003/content Headers* Authorization: 'Zoho-oauthtoken 1000.ed5ce2836bf5ba9b946f5ec9************88e73ff4883a3e9c58ffeb7870' orgId: 7586***** RESPONSE{ "errorCode":
                                                                              • Ticket reassignment to original ticket owner

                                                                                Hi Zoho team! Is there a way to reassign the ticket to the original ticket owner? Like when ticket is newly created the ticket owner is Agent1, when i created a workflow to assign the ticket to agent2 when status is In Progress But in For Closure status
                                                                              • Sticky Posts

                                                                              • Zoho Desk: Scheduled Maintenance on 8 August 2021

                                                                                Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expect
                                                                              • Customize 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
                                                                              • 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!