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    • Announcements

    • Early access for instant messaging channel integrations

      We're excited to announce four instant messaging ticketing channels—WhatsApp, Telegram, LINE and WeChat—for Zoho Desk. Integrating with these applications lets you receive and respond to real-time requests from customers through these popular platforms.
    • Announcing Early Access to the next generation of Zoho Desk UI

      Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -
    • Automation #4 - Auto Delete Tickets based on Rules

      This is a monthly series in which 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.   Unwanted tickets spamming
    • Manage tags from within a ticket in the latest version of the Desk iOS mobile app.

      Hello All, In the latest version of the Desk iOS mobile app (v2.6.9), you can now add a new tag or select existing tags or remove them from within a ticket in the mobile app. Please check the screenshot below for your reference: Please update the app
    • Important - Security information for Zoho Desk ASAP (Android)

      Hello ASAP developer, Recently, we were made aware of a dependency confusion vulnerability when JitPack is used to resolve application dependencies. The applicability of the security risk depends on your application build configuration: 1. You include

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                                                                                      • Most Discussed Topics

                                                                                      • Remove System Defined Ticket Layout

                                                                                        Hi ZohoDesk, I have created a new Ticket Layout and made it the default and I want to remove the original default one so there is only one to choose from. It won't allow me to do this, or go into the options and take the tick out of the show in Help Center.
                                                                                      • How to upload file to desk and attach it to a ticket

                                                                                        I want to bring tickets from a local private system to Zoho as part of a data migration. In doing so, I need to transfer attachments (database BLOB) to Zoho. These files should be transferred to the attachment of tickets. How can I accomplish this?
                                                                                      • Can I use a parameter to specify the Agent in views and beyond?

                                                                                        Hi ZohoDesk, In views, and potentially throughout other rules and workflows can I specify a parameter to specify the Agent like this example? many thanks Rich
                                                                                      • Unable to Add Light Agent to Team?

                                                                                        Hi ZohoDesk, I have been asked to add a Light Agent to some rules I have configured.  These rules use Teams as the notification target. When I go to add the Light Agent to the list of people in that Team they don't appear in the list? It looks like I
                                                                                      • No table view in "All departmens" mode

                                                                                        Hello, I would like to have an overview of all tickets, so I have to switch to "all departments". But here I don't have the possibility to activate the table view. But this is mandatory, so that I can see certain fields without having to open each ticket
                                                                                      • Sticky Posts

                                                                                      • Edit 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 one today: edit & delete ticket comments .  You'll find both these options right next to the comment you made.  By default, comment authors can edit their comments while administrators can edit all comments. Likewise, comment authors
                                                                                      • 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!
                                                                                      • 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
                                                                                      • Zoho Support: Automate your way to Productivity using Time based Actions

                                                                                        To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup
                                                                                      • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

                                                                                        Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions