How exactly does "Reply assistance" work in Zoho Desk? What context is sent to the LLM?
Hi, Im trying to better understand the technical behavior of the feature "Reply assistance" in Zoho Desk, and I couldn’t find detailed information in the current documentation. Specifically, I have questions about what data is actually being sent to theCompose Emails Faster Using Templates and Snippet
Hello everyone, We have made an enhancement to the Send as Email option in Tickets. Agents can use templates and snippets to draft their response, which helps save time and maintain consistency. The Send as Email page will display the available templatesInclusion is the new engagement
When in a very challenging situation, it helps to have peers or friends around you saying, “Everything will be okay.” They speak to you in common or shared language. But your inner voice comes to you in a truly uplifting language that stays close to yourPaid Support Plans with Automated Billing
We (like many others, I'm sure) are designing or have paid support plans. Our design involves a given number of support hours in each plan. Here are my questions: 1) Are there any plans to add time-based plans in the Zoho Desk Support Plans feature? TheShared Views
Hello, is there a way to prevent an agent from changing a shared table view? I have no issues with agents being able to create and customize their own view, but when I create a view and share it to my team -- the expectation is that they are viewing itUsing Zoho answer bot across departments (help center articles from another department)
Hi Zoho Community, I’ve run into a major issue and hope someone here has experience with this setup. We currently have a Help Center in the department A where all of our knowledge base articles are maintained. However, we would like to use a Zoho AnswerZoho 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 keynoteCreate an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand forZoho Desk domain Mapping not Working Showing CNAME Error
I have created the subdomain and created the Cname as well as its instracted on the Zoho website but when i try add the domain on help desk its showing error msg : Make sure you've mapped the CNAME entry and linked it to desk.cs.zohohost.com.au on yourView Answer Bot conversations?
We are trialing Zia and are experimenting with Answer Bot on our knowledge base. So far so good! Management asks me if it is possible to view Answer Bot conversations, the purpose being to look over its shoulder and confirm that it is working as desTrain 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 categoriesSmarter holiday planning with yearly-specific Holiday Lists
Hello everyone! Managing holidays and business hours is now easier and more efficient. Holiday Lists now support holidays that fall on different dates every year, while business hours now supports more than one holiday list. This helps businesses manageInserting images into Articles or Knowledgebase
Hi, Are there any plans in improving the Knowledgebase text editor so it would allow inserting images through Windows clipboard via copy-paste? Say for example I took a screenshot using the snipping tool in Windows and I'd like to insert that image toZoho Desk: Macro to assign Ticket to self
Hello, We are using macros in Zoho Desk to set some fields and send a response. I would also like to assign the ticket to myself (or whoever applies the macro). I can only set a fixed agent in the macro, so I would have to create one for every agent.Turn off Knowlege Base Follow options and Follower lists
Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer namesZoho Support - contract notifications
Hi, I have a few questions about using Zoho support. Is there a way to add custom contract notifications like (90 days before expiry send notification e-mail to agent and customer, then another 60 days before expiry and another 30 days.). And is it possibledoubts about customer happiness in zoho desk
Good afternoon, Desk community. The reason for my message is that I have a question regarding the customer satisfaction surveys we can ask our clients to rate our service. I know that in Desk, you can activate Customer Happiness to send a survey to theStandard Description Field - Can I change label or add dd tooltip
Is there a way fo you guys to allow the customer to change the label name for the description field in the customer portal when submitting tickets. Or at least allow us to add a tooltip to clarify what description we need from them. I know I can create my own separate multi line description field but if I do that, it doesn't have the nice toolbar with Bold, Italic, Underline, color, font, indent, etc. Can you please allow us to add a tooltip to the zoho standard description field?Customizing Helpcenter texts
I’m customizing the Zoho Desk Help Center and I’d like to change the wording of the standard widgets – for example, the text in the “Submit Ticket” banner that appears in the footer, or other built-in widget labels and messages. So far, I haven’t foundAbility to Edit Ticket Subject when Splitting a Ticket
Often someone will make an additional or new request within an existing ticket that requires we split the ticket. The annoying part is that the new ticket maintains the subject of the original ticket after the split so when the new ticket email notificationReopen ticket on specific date/time
Is there a way that we can close a ticket and setup a reopen of that ticket on a specific date and time? (without using the "on hold" ticket option)Default Ticket View - Table?
Guys, We mostly use the table view to queue tickets. Maybe I am missing it - but how can I set that view as 'default" for all our agents? Thanks JVBoost 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 leadASAP iOS SDK – Xcode Compatibility Update
Hello everyone, We have been delivering the ASAP iOS SDK developed using Xcode 16.1 to provide Help Center support within mobile applications. Thus, ASAP iOS SDK versions upto 4.5.8 are compatible with development environments running in Xcode 16.1 andFull Context of Zoho CRM Records for Zia in Zoho Desk for efficient AI Usage
Hello everyone, I have a question regarding the use of Zia in Zoho Desk in combination with CRM data. Is it possible to automatically feed the complete context of a CRM record into Zia, so that it can generate automated and highly accurate responses forKnowledge base printing
I saw a posting about printing the knowledge base as I was looking for the answer, but we would like the ability to print out the entire knowledge base with a click, keeping the same organization format. Bonus would include an index of keywords andHow does Zoho handle support operations for our EU users?
Dear Zoho users, We have some news and reminders about how we handle support operations for Zoho users in the EU Data Center. This is part of our broader commitment to ensuring GDPR compliance and providing secure data handling for all users. We'd likeZoho Often Lag
Desk Team, We've noticed that Desk, Creator & other apps seems to lag more these days. We often refresh multiple times.Layout Rules Don't Apply To Blueprints
Hi Zoho the conditional layout rules for fields and making fields required don't work well with with Blueprints if those same fields are called DURING a Blueprint. Example. I have field A that is used in layout rule. If value of field A is "1" it is supposed to show and make required field B. If the value to field A is "2" it is supposed to show and make required field C. Now I have a Blueprint that says when last stage moves to "Closed," during the transition, the agent must fill out field A. NowZoho Desk blank screen
opened a ticket from my email, zoho desk comes up blank, nothing loads. our receptionist also gets the same thing under her login on her computer. our sales rep also gets same thing on zoho desk at his home on a different computer. I tried clearing cache/history/cookies,Zoho Desk - Upsert Ticket
Hi Desk Team, It is common to request more information from end-users. Using forms is a great way to ensure all the required information is collected. It would be great if there were an "upsert" option on the Zoho Form -> Zoho Desk integration which wouldDheeraj Sudan and Meenu Hinduja-How do I customize Zoho apps to suit my needs?
Hi Everyone, I'm Meenu Hinduja and my husband Dheeraj Sudan, run a business. I’m looking to tweak a few things to fit my needs, and I’d love to hear what customizations others have done. Any tips or examples would be super helpful! Regards Dheeraj SudanZoho Desk API - Send Reply to CUSTOMERPORTAL
Hello! I'll try to send a reply to Customer Portal, But the response is 500 (INTERNAL_SERVER_ERROR in service response). {"Error":"{\"errorCode\":\"INTERNAL_SERVER_ERROR\",\"message\":\"An internal server error occurred while performing this operation.\"}"}Sync your Products Module for better context.
In customer support, context is everything. The integration between Zoho Desk and Zoho CRM helps your sales and support teams function as one, delivering better customer experiences. With the latest update to this integration, you can now sync the Product module in your Zoho CRM with your Zoho Desk portal. This feature enables products from Zoho CRM to reflect in the "product" field in Zoho Desk. This can save your support team valuable time and effort. Some things to note when syncing the two:Access to Specific Zoho Desk layout for external parties
Hi, We have a partner who handles for us sales requests from specific markets. He is not a Zoho Desk user. But we want him to b part of a specific Zoho Desk layout to handle inquiries. How to achieve it in the easiest way possible?WhatsApp IM in Zoho Desk always routes to Admin instead of assigned agent
Hello Zoho Experts, I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel. However, every new WhatsApp conversation automatically gets assignedhide 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 publicStorage Limits
Hello, What is the storage limitations for each user on professional edition? Thanks, MekkiSend / Send & Close keyboard shortcuts
Hello! My team is so close to using Zoho Desk with just the keyboard. Keyboard shortcuts really help us to be more efficient -- saving a second or two over thousands of tickets adds up quickly. It seems like the keyboard shortcuts in Desk are only forAbility to Link Reported Issues from Zoho Desk to Specific Tasks or Subtasks in Zoho Projects
Hi Zoho Desk Team, Hope you're doing well. When reporting a bug from Zoho Desk to Zoho Projects, we’ve noticed that it’s currently not possible to select an existing task or subtask to associate the issue with. However, when working directly inside ZohoNext Page
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Announcements
Introducing 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-childPowering Customer Support with our women
In Zoho Desk support, women make up 50% of our team. We see this as one of our strengths, reflecting the spirit of this year’s theme, "Give to Gain". Our women find their balance Women carry many responsibilities — they represent frontline support, leadAutomation #6 - Prevent Re-opening of Closed Tickets
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. Typically when a customer submitsEU DC Partial Outage Resolved: A Detailed RCA
Incident Summary Due to an overload on one of the nodes in the EU DC for Zoho Desk, the system was unable to handle the heavy load, causing a slowdown in requests and resulting in a partial outage for customers with data residing in that node. On MaySee Every IM Conversation as It Happens
Instant messaging moves fast. Customers expect quick replies and smooth conversations across WhatsApp, Instagram, Facebook, and live chat. But without real-time visibility, small issues become big problems. A session stays open longer than expected. A
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How Does Knowledge Base Search and Article Recommendation Work?
Hello, I would like to understand how the Knowledge Base search engine works. Specifically, does it search based on: The article title only? The full article content? Both, the article and the content? Keywords? Tags? Also, how does the system determineActual vs Minimum
Hi all, I am sure I am not the only one having this need. We are implementing billing on a 30-minute increment, with a minimum of 30 minutes per ticket. My question is, is there a way to create a formula or function to track both the minimum bill vs theFull Context of Zoho CRM Records for Zia in Zoho Desk for efficient AI Usage
Hello everyone, I have a question regarding the use of Zia in Zoho Desk in combination with CRM data. Is it possible to automatically feed the complete context of a CRM record into Zia, so that it can generate automated and highly accurate responses forPowering Customer Support with our women
In Zoho Desk support, women make up 50% of our team. We see this as one of our strengths, reflecting the spirit of this year’s theme, "Give to Gain". Our women find their balance Women carry many responsibilities — they represent frontline support, leadHow exactly does "Reply assistance" work in Zoho Desk? What context is sent to the LLM?
Hi, Im trying to better understand the technical behavior of the feature "Reply assistance" in Zoho Desk, and I couldn’t find detailed information in the current documentation. Specifically, I have questions about what data is actually being sent to the
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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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