Books & Desk. Client mapping
Hi, I’ve been using Zoho Books for several years and am now looking to improve my customer service. I'm experimenting with Zoho Desk and want to sync and map my client data from Zoho Books. However, it seems that mapping requires both contacts to haveAdding Comments Using Workflows - How to Change User Attributed
We have worklflows in Desk where a comment is added to a ticket based on certain criteria. It seems that the comment added is always attributed to the user who last edited the workflow. This does not make sense for us because: - It's misleading to otherSend Whatsapp with API including custom placeholders
Is is possible to initiate a session on whatsapp IM channel with a template that includes params (placeholders) that are passed on the API call? This is very usefull to send a Utility message for a transactional notification including an order numberWhatsapp Connection Status still "Pending" after migration
Hello, I migrated my WhatsApp API to Zoho from another provider a day ago. So far the connection status is still “Pending”. There is a problem? How long does it usually take?How to Filter timewise question to check uploaded one month or two months before in these community question ?
i want to find the question that is asked some month or before any particular year, so how can i filter it ?Can I re-send the Customer Satisfaction Survey after a ticket closure?
Hello, Some customers does not answer the survey right after closure, is it possible to re-send after a few days or weeks? Best Regards!Filter contacts based on selected category in Zoho Desk ticket
Hello community, I’m setting up the Tickets module in Zoho Desk and I need help implementing the following: When a category is selected in a ticket, I want the Contact field to be filtered so that it only displays contacts that are related to that category.Zoho Desk Android app update: Filter, Sort and Saved filters Enhancements
Hello everyone! We are excited to introduce the below features on the Android version Zoho Desk mobile app: 1. Filter & Sort support has been introduced for the Contacts and Accounts modules. 2. Sort options is now available in Custom Modules as well.Unable to Create Task as a Support Administrator
Hello! I want to ask for help regarding creating tasks within the tickets. I am by default the Support Admin. I should be able to create tasks or activities right? But there's a prompt that I need to contact the Administrator. See photos for reference.Sending automated messages that appear in the ticket's conversation thread
Good morning, esteemed Zoho Desk community, warm greetings Today I am here to raise the following problem, seeking a solution that I can implement: I need to implement an automation that allows me to send reminder messages to customers when I am waitingZIA "Generate Content" action doesn't have contexual data from the ticket
"Generate Content" action doesn't have contexual data from the ticket. I try to get AI to help me with this ticket but it doesn't seem to have any ticket information as context. Although the ticket has a lot of information in it.Replies sometimes creating separate ticket
Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person respondingHow create a draft via workflow?
I wish to create a workflow rule for specific emails that creates a draft response - not an automatic email reply, but just a draft with a set response ready to be verified by an agent who can then manually select recipients. Alternatively, the workflowCustomer Satisfaction (CSAT) Report
From data to decisions: A deep dive into ticketing system reports The customer satisfaction (CSAT) report helps teams understand how customers feel about their support experience, identify service gaps, and continuously improve the help desk. It turnsEditing the Ticket Properties column
This is going to sound like a dumb question, but I cannot figure out how to configure/edit the sections (and their fields) in this column: For example, we have a custom "Resolution" field, which parked itself in the "Ticket Information" section of thisPermissions on Views
Having the option of any agent creating custom views is firing back and got a situation where there are a hundred different views across the team and tickets are not being dealt in the most efficient of ways. Tickets seems to be missed by some agents,Knowledgebase SEO
We have a custom-domain mapped help center that is not restricted via login. I have some questions: a) will a robots.txt file still allow us to control indexing? b) do we have the ability to edit the sitemap? c) do category URLs get indexed by searchPass variables to Zoho Desk via URL to create a fast new ticket landing page
We are integrating our phone system into Zoho Desk. Currently when a helpdesk agent answers the phone, a soft client opens a new tab with zoho desk at the new case page. https://desk.zoho.com/support/companyname/ShowHomePage.do#Cases/new We would likeHow to remove chat icon from knowledge base?
I have set up a knowledge base to hold FAQs and documentation. It is currently standalone, and not integrated into our website. On every page there is a chat button in the bottom left corner that says "We're offline, please leave a message." How can I[ZohoDesk] Improve Status View with a new editeble kanban view
A kanban view with more information about the ticket and the contact who created the ticket would be valueble. I would like to edit the fields with the ones i like to see at one glance. Like in CRM where you can edit the canvas view, i would like to editAutomated Dismissal of Specific Notifications and Centralized Control of Toast Notification Settings
Dear Zoho Team, I hope this message finds you well. We would like to request two enhancements related to notification handling within Zoho Desk: Automatic Dismissal of Specific Notifications: Currently, when certain actions are taken in the ticket listNew Feature : Copying tickets with all the contents such as conversations/history/attachments etc
Sometimes our customers and distributors do create tickets (or send emails) which contain more than one incident in them and then also some of the further conversations which are either created by incorrect new tickets or replies to old tickets are being created as combined tickets. In such cases we require to "COPY" the contents of the tickets into separate tickets and merge them into their corresponding original tickets. The "CLONE" feature doesn't copy the contents (especially the conversationsSystem default SLA descriptions can't be modified
The system default SLAs have identical descriptions for all SLA levels, but their settings differ. However, I am facing an issue where I cannot modify these descriptions and save the changes. The content of the description box can be edited but the changescustom module import.
Is there a way to import data into a custom module? Thanks RudyOrder of Departments in Help Desk
In the end user portal, , the departments are sorted by the date of creation of the department (or perhaps their id). Is there a way to choose the display order of the departments or at least to be able to sort them alphabetically?Copy / Duplicate Workflow
I have workflows setup that are very similar to each other. We have a monitoring system watching servers, and all notifications - no matter what client it is about - will come from a noreply@ address which is not very helpful in having it auto assigned to the right account. I have setup a workflow that will change the contact name of the ticket (currently it would say noreply@) to the correct customer which is based on the subject line, as that mentions which server the alert it is about. I needAutomation#18: Automatically Fetch Values from Contacts to the Tickets Module
Hello Everyone, Welcome to this week's edition, where you can seamlessly sync fields from the Contacts to the Tickets module. For efficient business operations, it's crucial to have details mapped across different modules. Zylker Secure offers antivirusPersonal Data (RODO), Cookies / Trackers - ePrivacy
I have noticed several issues that should be addressed on the customer support page. Zoho Desk provides the support portal, but it currently lacks the following options: A GDPR and personal data processing consent checkbox before logging in, located inUnified WhatsApp Number Management in Zoho Desk and SalesIQ
Dear Zoho Desk Support Team, We are currently utilizing both Zoho Desk and Zoho SalesIQ for our customer support operations. While both platforms offer WhatsApp integration, we are facing challenges due to the requirement of separate WhatsApp numbersNew Beginnings with Zoho Desk mobile app best practices: Part 3
In focus: Scaling consistency, intelligence, and customization In our third installment, we'd like to share tips to help you elevate your customer experience as you handle support operations seamlessly on mobile. Let's reconnect with Omniserve, the fieldZoho desk desktop application
does zoho desk has a destop applicaion?Ability to re-order Workflow Rules
We really need the ability to re-order workflow rules within departments. Either the ability to drag/drop them into a different order or something.Create an article template
I have a question concern the Knolwedge Database from Zoho Desk. There is any possibility to create an article template ? Exemple of what I research : TODAY : I want to create a lot af articles with the same baseline > I create one article > I copy/pasteInstant Messaging Update | Now migrate your WhatsApp Business phonenumber from another BSP to Zoho Desk | Dec'23
Hi All, Everything seems to move at lightning speed these days, and time is certainly flying by for the IM team. But we are delighted at how much ground we covered this year. 🚀 For one, we enabled WhatsApp business phone number migration so that youUpload ticket attachments via Drag-&-Drop
Hello, if you want to upload a file to the ticket attachment you need to click the button and use the file browser to select and upload the desired file. In many cases, it would be much more efficient if you could simply drag the file to the browser window...Desk DMARC forwarding failure for some senders
I am not receiving important emails into Desk, because of DMARC errors. Here's what's happening: 1. email is sent from customer e.g. john@doe.com, to my email address, e.g info@acme.com 2. email is delivered successfully to info@acme.com (a shared inboxZoho Desk Mobile App Year-End Roundup - 2025
Dear Zoho Desk users, Greetings! As you gear up for the festive season, we are excited to share a quick journey into all that is released in 2025! Zia's generative AI capabilities Zia insights can be highly beneficial in helping agents manage daily supportNarrative 17: The role of Zia AI in customer support
Behind the scenes of a successful ticketing system: BTS Series Narrative 17: The role of Zia AI in customer support Overview Zia in Zoho Desk is a layered AI assistant that combines generative AI, prediction, and automation to support agents, automateZoho Desk 2025 round-up: Key highlights on feature releases
Hello everyone, As we gear up for 2026, here is a detailed round-up of all feature releases in Zoho Desk web throughout the year. For consolidated information on releases check out the What’s New page You can also watch these webinars. Zia in web ZiaTicket layout based on field or contact
Hi! I want to support the following use-case: we are delivering custom IT solutions to different accounts we have, thus our ticket layouts, fields and languages (priority, status field values should be Hungarian) will be different. How should I setupNext Page
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Finding rhythm through poetry
Poetry has long been a powerful form of expression, discovery, and reflection. For many, it is a way to pen down their thoughts and experiences. The "poetic license" allows writers to shape their words with rhythm and flow. This year, on World PoetryCelebrating our customers on International Client's Day
Hi everyone, Every customer is part of our Zoho Desk family, and we wouldn’t want to miss celebrating you on this special day. This International Client's Day, we’d like to take a moment to appreciate every customer who has helped us grow and build meaningfulFaster Ticket Response with use of Snippets in comments
Hello everyone, Responding to tickets often involves repeating the same messages, whether it is sharing updates with customers or leaving notes for internal collaboration. To make this easier and more consistent, we are allowing agents to use snippetsAsk the Experts 27: Onboarding and managing support reps
Hello everyone, We are back with our Ask the Experts (ATE) series for 2026. This year, we bring experts to help you address customer support challenges using Zoho Desk. For our first ATE, we are getting into the human side of customer support. "EveryMake Quick Edits to Images Before Attaching
Hello everyone, We have enhanced how attachments are handled in tickets to help agents preview and share files more efficiently in Zoho Desk. Agents can preview image attachments before adding them to tickets and edit them using attachment annotator.
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Actual 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 theTrying to access records in a custom module in Zoho Desk and not having luck
I've built a custom module in Zoho Desk and am using a custom function to query the records in the module and I'm not having any luck. The only way I have found to retreive a record is by getting it by its recordID (the long zoho assigned one). The functionHow 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 theEs posible cambiar el lenguaje de los modulos del ASAP?
Es posible cambiar el lenguaje de estos textos? Tengo Zoho configurado en español pero aun así me muestra estos textos en ingles:agentid : Where to find?
I've been looking around for this agenId to check for the total ticket assigned on a specific agent url :"https://desk.zoho.com/api/v1/ticketsCountByFieldValues?departmentId=351081000000155331&agentId=35108xxxxxx132009&field=statusType,status" type :GET
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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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