Blueprint Deletion
I am trying to delete some of the transitions as well as the status but the system says they are linked to tickets. At first I went in and revoked the blueprint & changed all of the statuses from the one I wanted to delete to a random other status butHelpcenter visible in Google
Hi. I don't want my helpcenter to be visible in Google. I turned off this option, but I can still find my page in Google. How can I solve this problem?Zoho Desk x Exotel Intergration
Hi, we are trying to integrate Exotel into Zoho Desk, and we have followed all actions required from Exotel side, including PBX mapping and setting up the flow. Now, in Zoho Desk, the click to call icon shows in a ticket, but when I click it, nothingOne Support Email Managed By Multiple Departments
Hello, We use one support email (support@company.com). Incoming emails come to the "Support Department" and based on what the customer is asking, we route that ticket to different departments (billing, technical support, etc.). When users in these differentZOHO Desk Ticket Notes
Hello, Is there a way to add or view agent only notes on zoho desk tickets. Our agents do a lot of internal communication on tickets and we would like an easy way to either filter for only internal comments, or have our own tab where we can see what ourCRM to Desk - Sync Issues
Guys, Having persistent problem with timely sync of CRM records to Desk. I have CRM to Desk (one way) activated. I identified the following cases: 1. CRM account is added and I do not see it in Desk. Another account that was added at the same time isMicrosoft 365 Shared Maibox as Support Email Address
Hi, I would like to set up a shared maibox we created on Microsoft 365 (example: support@company.com) as the "Support Email Address" in Zoho Desk. An important note is that shared mailboxes in Microsoft 365 do not have passwords associated with them,How to programmatically create a zoho desk account with password?
When our customers open a ticket the first time, we want to automatically create an account for them in the zoho desk portal and send them their username and password. Your online help doesn't provide a sample on howto to create an account with a password.Couldn't build the extension for Zoho Desk which pushes new replies from the client to inside the ticket/thread.
Hello, I’ve been trying to build this function/extension based in this link https://www.zoho.com/desk/extensions/guide/#channel-integration-push-data-to-desk I need to add news threads/replys from the client to my ticket using this extension, but I’mSetting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer andReport to show tickets win non invoiced time entries.
I have a report that lists tickets and associtated time entries for a specified period of time. Is there a filter that can be applied to show only tickets that have time entries that have not been marked as invoiced? Or what is the best way for our billingAutofill Email not Accurate
Hello, I have uploaded all my contacts to Zoho Desk. When I go to reply to a ticket i will often use the autofill feature. The issue is it is not taking what i am typing but rather showing autofill options for my recent contacts. for example if i typeHow can I find the "helpCenterId" ( or where is it ? )
Hello, We want to create an api request based on documentation found on : https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_Invitecontacttohelpcenter How can I find the "helpCenterId" ? Where is it located in Zoho Desk ? Thank YouSchedule ticket responses
I am often up late working customer tickets, but I don't want the customer to know that I am working at 1am, or I have a customer that has a follow up question to every reply, and I need to space the responses out a bit so I can get some other work done. I would like to have the option to schedule a ticket reply to go out the next morning or schedule it to go out in a few hours, but still within the SLA. This could be a similar functionality like is offered with Zoho Mail. This will help us lookCustomizing views to include additional information such as priority and content preview.
Is it possible to add priority and latest comment/email to the grid view preview? There appears to be a lot of open space that could/should allow additional ticket information. It would be nice to be able to customize all views or tiles to include theAutomation for task comments
It would be great to have available a webhook for task comments, not just ticket comments. I'd be happy with having workflows trigger on new/updated task comments, too. Any chance we'll be getting any of those soon?Calculated fields and Relate Fields
Assigned from label and length, hope Zoho could also provide an option to mark a field as a calculated field and create the formula right there without having to go to workflow. Also, hope Zoho could provide a relate field that can relate to data from other modules (e.g. relate a task to a ticket or a user)Knowledge Base - Display categories instead of all articles below in the overview
Hello, the desk helpcenter knowledge base is displayed as follows, after I click on a category: As you can see all sections are displayed. I don't think that really makes much sense. I would much rather see all subsections and not articles which are somewhereKnowledge Base - difference between article view "List view" and "Quick navigation"
Hello, I would like to know what exactly is the difference between these two setting options. I have tried both settings and have not noticed a marked difference in the portal. Can anyone enlighten me on this? Thanks in advance! Regards, SvenItalian Translation
Hi, there are several words that have not yet been translated. how can i help?Validation rule for ticket owner and team
Hello, for us, tickets in certain statuses are only valid if the ticket has an assigned user AND a team. So my question is, how can I make sure that there are no tickets with status type open that do not have an assigned agent OR an assigned team? I wasKnowledge base permissions for agents
Hello, I haven't quite figured out what the agent access for the Desk Helpcenter portal is for. Agents can log in to Desk as usual and view, use, etc. everything in the familiar environment. Why should they use the portal? I just don't understand it.Knowledge Base Permissions (Explanation / Best Practices)
Hello, I can set view permissions at the category level. Why do the rights inherit when I set public. If I set none, I can decide for the articles or for the sections how I want to have the rights there. I haven't quite understood the permissions conceptmove a ticket from one department to another using the original ticket layout
Hello there, Is it possible to move a ticket from one department to another while still using the original ticket layout? We have several departments. Each department has a default layout + some customized layouts. If department A wants to transfer aPresence of draft messages are not obvious
I can't count how many times this has happened to me. It's at least 20 or 30 times. I go to compose a message to a customer on a ticket, I think I hit "send" but maybe it didn't register, or I moved off the tab for another task and then closed the tabHow to use Channel integration
I posted the question befire but I think this is different issue so I post this as a new question I'm following this guide https://www.zoho.com/desk/extensions/guide/ I want in use Channel integration feature with my API to create tickets. Is it correctContact Name - First and Last Name
I've enabled integration between CRM and Desk and so far, this seems to work fine. This syncs contact first and last name in Desk with contact first and last name in CRM. Problem I am experiencing is that when in DESK a new contact is created on incoming emails, it puts first and last name combined in the last name field. So - if name is John Smith, it creates a record with first name = empty and last name = John Smith. This creates a lot of data maintenance which I want to avoid. Is there a settingTicket channel icon
Hi Zoho Desk Support, For the ticket channel icon, is there a way to customize them?How to automatically update Account Name?
We are using an advanced web form for support requests. As part of that, we send 10,000 end users to our support page with a variable string in the URL that we then grab and parse into the webform which updates the fields: Logged in User ComputerID Dashboardzoho desk
how Customers can view Tickets of same user in zoho desk ?Automatically CC supervisor
Hello, in our organization agents are replying to tickets and they are required to CC their supervisor on all emails to and from customers. is there a way to have an email address automatically populate in the CC field when reply to a ticket? thaChange mail signature for all agents
Hi, how can I change the mail signature of all agents in our Zoho Desk instance. Is there central point to manage them or by using the API. Thanks in advance and BRAutomation #3 - Auto-sync email attachments to 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. Most of our customers use emailHow to create auto replies within Desk?
I would like to create automatic replies when emails matching certain criteria's are received. How can this be done?Change "Add Ticket" button text in help center Classic theme
Hello, Is it possible to change the text of the "Add Ticket" button in help center Classic? I would like to change the text to read "New Request". Thanks, JamieSee last login or activity date from Agent
Hi, is there the possibility to list all agents by their last login or last activity? We plan to roll out zoho for 70+ people including our subsidiaries and we want to check on regularity basis if an agent is active or not. Is this possible and how canError: SSL Invalid
I mapped my domains (.jp) on July 16. I have been waiting for 10 days but the domain status is still: SSL Invalid. I contacted Zoho Desk but no one answered me yet. I have used other CRMs. I can set it up by myself smoothly without any error. I'm aCookies lost or Forgotten Sessions
There seems to be some issue in Zoho Discussions/Zoho Forums implementation. Across browser sessions with persistent cookies every other Zoho product remembers the user sessions but Zoho Discussions and/or Zoho Forums seems to be forgetting the user and/orExport History timeline
Hi, I have an idea, bout zoho desk history of the ticket it would be great if the agent or admin of the zoho desk can export the timeline of the ticket history for agent report or on other matter.Knowledge base articles is now available in the Zoho Desk mobile app!
Hello all, As a customer service agent, every day you might have to deal with many questions and issues reported by the users. With Knowledge Base, you can reduce the issue resolution life cycle for your organization. We are delighted to announce that we have brought in support for 'Knowledge Base articles' in the Zoho Desk iOS mobile app. This feature is already available for Android users. KB articles are available to iOS users in the latest version of the app (v2.4.9). You can update theNext Page
Announcements
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 -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.Automation #3 - Auto-sync email attachments to 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. Most of our customers use emailKnowledge base articles is now available in the Zoho Desk mobile app!
Hello all, As a customer service agent, every day you might have to deal with many questions and issues reported by the users. With Knowledge Base, you can reduce the issue resolution life cycle for your organization. We are delighted to announce that we have brought in support for 'Knowledge Base articles' in the Zoho Desk iOS mobile app. This feature is already available for Android users. KB articles are available to iOS users in the latest version of the app (v2.4.9). You can update theZoho Desk now integrates with Slack
Do you use Slack to power internal communication and collaboration within your organization? If you do, we've got some good news for you. Zoho Desk now integrates with Slack, so your agents can get the best of both tools without compromising on either. The Zoho Desk app for Slack gives agents quick access to ticket information from right within Slack, saving your team time and effort. The integration also lets you configure real-time updates to your agents via Slack. The notifications can
Zoho Pagesense Resources
Zoho DataPrep Resources
Zoho CRM Resources
Zoho Subscriptions Resources
ご検討中の方
Zoho Sprints Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho Books Resources
Zoho Projects Resources
Qntrl Resources
Zoho CRM Plus Resources
Zoho Campaigns Resources
Zoho Desk Resources
Zoho WorkDrive Resources
Migrate to Show’s New Community
A place to share, discuss and stay updated about everything relating to Zoho Show presentations.
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Design. Discuss. Deliver.
Zoho Show Resources
Zoho Creator Resources
Nederlandse Hulpbronnen
Most Discussed Topics
View tickets
Is it possible to have 1 person in a organization which can view all tickets of that company? Example: IT Manager of Company X wants to view all tickets of Company X, no other user can see all tickets of Company X.See last login or activity date from Agent
Hi, is there the possibility to list all agents by their last login or last activity? We plan to roll out zoho for 70+ people including our subsidiaries and we want to check on regularity basis if an agent is active or not. Is this possible and how canJIra window not loading
We have Jira integrated with Zoho Desk and the window to link/create a desk ticket to a zoho ticket is not loading, it's just blank. See screenshot.Replying to Desk ticket adds 3 blank lines before signature
When replying to Desk ticket, 3 blank lines are added before the signature. I have to manually delete these extra lines every time I reply to a ticket (and that's A LOT). Why is this happening and how can it be fixed?CRM Desk Sync Not Working
Hi My contacts and accounts dont sync. None of them have come from CRM to Desk. Ive bi direction CRM <-> Desk on but nothing the Desk. Could you please initiate bulk fetch and fix this glitch Thank you
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 authorsAnnouncing 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 nextZoho 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. SetupDeprecation 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
Top Contributors
Ash | Zoho Desk
Ajith | Zoho Desk
Sven
Mikhail Koval
Robert van Gulik