Issue with ticket replies via Slack: '+' symbols replacing spaces in emails
Hello, support team! We're experiencing an issue when replying to tickets directly through Slack. When the reply is sent to the email, spaces are being replaced by '+' symbols. This makes the message harder to read and understand. Is there any solutionBold Keyboard Shortcuts Not Working
Formatting Shortcuts like Crtl + B, Crtl + I, Crtl + U, are not working. Is there a setting to get these reactivated? I can still do things like cut, copy, and paste.What do you think about changing the panel's color spectrum?
"In my opinion, the color scheme feels a bit gloomy, and I think brighter shades would be better. It would also be great if there was an option to change the colors. What do you think?"More information Related Details widget area
It would be great to have more related information added to related details when creating a client ticket. For example Account Information. We have a "Support Plan" field where we select Gold, Silver and Bronze and it would be good if we could chooseInclude Suggested Articles in New Ticket Email
When someone creates a new ticket, is there any way to include recommended knowledge base articles (like the ones Zia Suggests) in the email notification to the user? When they're waiting for a reply, it would be nice to have sent them some recommendedOpen Tickets
Is it possible to get a notification if a ticket is left open for X amount of time? For instance, if a ticket is left open for 1 week, can I get an alert to follow up on the ticket and close it out if necessary? Thanks!Searching through the Attachment's Content
Case: An email comes in with a file attachment The file attachment contains a REFERENCE# Agent searches using the REFERENCE# Zoho Desk Showed No Result Is Zoho Desk incapable to search through an email/thread attachment's content?Ticket owner for desk ticket can't be set using Zapier "Create ticket" function.
I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if IDepartment Customization Copy/Paste
Hello! I love the new customization of the layouts, rules and templates! However, we have several "departments" that operate similar and as I'm updating either ticket layout or workflow rules, I'm finding that I have to do it in each department. I wouldGuidance on Making Zoho Desk Connections Available for All Data Centers
Hi Team, I’m currently developing an application using Zoho Desk connections to manage OAuth for my third-party products. Could you please advise on the steps required to make it available across all data centers? Looking forward to your thoughts onSetting 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 andZOHO DESK link with Power BI
HI, I am using ZOHO Desk for last two years and now my client is asking to integrate ZOHO desk data to Power BI so that they can use Data for reporting. Kindly guide in details so that i can give access to ZOHO desk export data for more visibility.Limiting Knowledgebase Access To Logged In Users
Hello, how can I restrict access to our Knowledgebase to only logged-in users? Our KB is not meant to be accessible to anyone. However, anyone can create a ticket. Thanks! FrankAPI question - adding a thread to an existing ticket
Hi Is there an API function for the customer to add to an existing ticket thread? example, customer puts in new support ticket. support replies and ask for more details. customer replies with more details -what api function is used for this (will add record append to same ticket number?) ThanksHow do I enforce MFA for all agents in Zoho Desk
We use Zoho Desk. Enabling MFA is an option at the individual user level - so they can enable/choose MFA for themselves or not. We need to enforce MFA - so there is no option. How is this done?Agent working hours
Hi, I know it is possible to set company business hours but is it possible so that agents can have different ones? I.e. some agents cover later hours on specific weeks - can these be set so those agents that are "working" get notified about tickets etc.Has anyone built a ticket export that allows Help Center users to export the tickets shown in the My Area list they are looking at?
Hi, We are moving to Zoho Desk soon. Our current support system displays an option in our help center allowing customers to export their Open, Closed, or all tickets based on which list they are looking at. We need to offer the same in Zoho Desk helpFinding draft ticket replies
Is there a way to see all tickets which have draft replies?View Ticket history without login
Hi, I have integrated a ticketing system in Moodle where our users can submit tickets. They receive email notifications for replies and can respond to tickets directly from their email. However, when we add a resolution and notify the user, they receiveUploads API Body samples & request method
Hi, Hope you are fine. I am request UPLOAD Api from post man its totally working fine but how could i pass all that body and headers via JS code.I am attaching images what i got in response please have a look into it. In this image i am showing the consoleDesk Round Robin manually trigger
Situation: During office hours I have a round robin rule to assign new tickets to specific agents. However, over the weekend and in the evening when the agents are offline the tickets are placed in the other priority. This means we have to manually assignDynamically prefill ticket fields
Hello, I am using Zoho Desk to collect tickets of our clients about orders they placed on our website. I would like to be able to prefill two tickets fields dynamically, in this case a readonly field for the order id, and a hidden field for the seller id. The clients access the ticket form by clicking a link in our customer area, so ideally I would like to pass the values to prefill with as part of the URL. I imagine that this could be along the lines of calling https://our-domain/portal/newticket?order_id=123&seller_id=456Internal Support and Assigning Tickets
I want to set up an Internal Desk Support system. Here is what I need... We need our internal "Support" staff to be the Ticket Owner We need to be able to identify who the "Account Manager" is on that client and get emails as part of the ticket. I'd likeNo 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 ticketUsing Snippets in Comments
One of our Agents asked about using snippets in comments. We don't see this as an option at this time, only in reply mode. Is there a way to enable this?Automation#28 Notify Agents on Article Expiry
Hello Everyone! This week, we’re bringing you a feature that notifies your team when articles in the Knowledge Base are set to expire to keep your content relevant and helpful for customers. The Zoho Desk's Knowledge Base is an asset for customers toASAP widget broken?
Hello, i've only just recently signed up and finding the whole set up a bit of a minefield. I've created and embedded the ASAP widget onto my website and a couple of things seem to be broken. 1. The launcher icon is missing 2. The form to submit ticketsEmail Body as Ticket Description
Many of my customers use the support email instead of the portal to enter tickets. When this happens, the "Description" field is left blank. The email subject is automatically entered as the ticket subject when tickets are created this way - I would likeTickets associated with my service contract are not subtracted from the pool of hours configured in contracts in Zoho Desk
Hello community, I hope you can help me with this query. I have set up contracts in Zoho Desk, and it is associated with a client that has a quota of 30 requests per month. In my client I have 4 email accounts associated that can make requests and theseI am unable to view a client's related information within their account, a lock appears in Zoho Desk
Hello community, I have a problem that I can't solve, I have a client with a related contract and I can't see their associated tickets, it tells me that I don't have permissions, I've already checked the permissions everywhere, but I can't fix the problem.Issues hosting Zoho Desk Web Form on SharePoint and/or Power BI
Zoho Desk onboarding support has no experience with embedding their web form in either SharePoint or Power BI. Microsoft states that SharePoint and Power BI only support iframe HTML. And unfortunately, the web form embed code that Zoho generates is notSend email to customer in blueprint and show it in thread
Hi there, We have a blueprint that sends an email to the ticket contact whenever the ticket changes status. On every transition, "after" the transition an email alert is sent to the customer. The problem is, that the email is not shown in the ticket thread,Auto CC - Moving Departments
We have Auto CC e-mail replies to your support mailbox enabled. We have two departments: Helpdesk (helpdesk@domain.com) Delivery (delivery@domain.com) If we create a Helpdesk ticket, and reply, replies are CC'd to helpdesk@domain.com (OK) We then moveHow to create knowledge article base on ticket?
How to create knowledge article base on the tickets? For example: There is a ticket and several conversations. Finally, the ticket is solved. How to make an article to include all the content of conversation in this ticket. I know there is Resolution,first contact resolution
interested to know how others are dealing with first contact resolution (fcr). i cannot find any articles on this subject.Elevating Email Security on Zoho Desk: DKIM Now Mandatory
Hello Zoho Desk Users! It has been a wonderful journey with you on Zoho Desk. As we welcome 2025, we are strengthening our efforts to ensure a secure and seamless experience for you. To enhance email security, DKIM configuration will be mandatory forMaking the Resolution Tab Mandatory
Hello Everyone! This edition is here to show you how to make the Resolution mandatory when closing a ticket. The Ticket Resolution tab helps keep a record of the solution provided for the ticket query. The resolution can serve as a quick reference toAutomation #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 submitsIn focus: Customizing agent details in Radar
Managing agent performance just got smarter! Imagine having all the key details about your agents right at your fingertips. That's exactly what the Agent Details feature in Radar offers. Whether it's their pictures, names, statuses, or ticket metricsHow to listen to ticket change
Hello community, I created a widget, which checks all departments, if the user has written there as well, as some customer do this. Overall it works fine, except that I have to refresh the widget tab every time I go to another ticket. How can I listenNext Page
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Announcements
Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the newAgents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:Zoho Desk app update - Reply via email option for IM tickets
Hello, everyone! We're excited to introduce the 'Reply via Email' option for IM tickets, in the latest version of the Zoho Desk Android(v2.7.4) and iOS(2.9.5) app update. You can now respond to IM-based tickets via email within the mobile app. This featureSpreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made
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Ask the Experts 16 :A 5-hour Live Q&A - Tackling Zoho Desk's Onboarding Challenges
Hello Everyone! The Ask The Experts series is back! The Zoho Desk Team is happy to announce the first Ask the Expert session of 2025, focusing on the Onboarding Challenges of Zoho Desk. What's in for you? Ask The Expert Series is a monthly online sessionMarking a Desk ticket as Unread after merge
We have a custom script that runs against every new ticket and auto-merges it with any existing ticket that matches our criteria. That works fine but there is no functionality that reverts the newly-updated ticket back to an "unread" state. I found theRe-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism
The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelistedTicket owner for desk ticket can't be set using Zapier "Create ticket" function.
I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if IArticles page into Moodle as an iframe
I would like to integrate my Zoho Desk articles page into Moodle as an iframe. My goal is to add it to the Moodle navigation and display the articles within a dedicated page without redirecting users outside Moodle. Could you please guide me on the best
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize 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, GreenEdit 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-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 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 email
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