Is there a way to get Guided Conversation responses to appear on a ticket?
Hello When using the Create Ticket block, is there a way to save all of the responses the user has inputted on the ticket once it's been made?Tickets Assigning Automation
I am trying to build a bot which can automatically assign the tickets to the concerning team as of now we have a dedicated person who read the emails, understands the query and then assign it to the dedicated team. I have built an prototype of the sameZoho Desk using APIs
We have generated the necessary tokens and successfully executed the following calls: • List all tickets • Get a ticket • Create a ticket We have encountered difficulties when attempting to perform searches using the APIs related to SEARCH, as it returnsKnowledge Base - Import PDF/Doc
Our company already has guides and manuals in PDF/word format. Is there a way to directly important these as articles for our customer portal? When doing a copy/paste the formatting gets a little skewed and images don't post over either.Allow Selection of Multiple Threads and Notes for Splitting into a Separate Ticket
Dear Zoho Team, We would like to request an enhancement to the Split as New Ticket feature within Zoho Desk. Currently, users can only select one incoming thread to split into a new ticket. However, there are many scenarios where the ability to selectFinal reminder: Zoho Desk Old UI will be deprecated on December 15th, 2023
Greetings Zoho Desk users! Effective December 15th, 2023, the Zoho Desk old UI will be deprecated. This means that the option to switch between the old and new UI will no longer be available. We kindly request all users to move to the new UI by clickingHow to view all departments on one dashboard or ticket view?
Hi guys, We've just started using Zoho Support and found a very weird quirk. It seems that you need to click into each deparment to view the new tickets instead of just seeing a global dashboard of all tickets across all departments. Seems very odd, is this correct or are we missing something? If this is currently not possible, can someone from Zoho let us know if a global dashboard view is going to be developed soon? How soon? This is going to be a dealbreaker for us as we have lots of departments...How to link Custom Fields in Ticket view
Hi team, I have created 2 custom fields in our Accounts Module would like them to show in our ticket information. We don't have Enterprise so I cannot do it via a workflow, but I know you can do lookup fields to link modules. How would I go about makingHow can I delete Customer Portal User?
Hi, I have added two portal user. Now I want to delete these users (setup->customer portal->users), but I can only activate, deactivate and re-invite user. Before adding these users in customer portal, I have added them in contacts and after that I have deleted them. I have added theses two user with my 2 different email id. The reason behind is before going live I wanted to test my invitation mail, how its looks in template and its embedded link to accept the invitation, whether acceptance linkNotify on new comment
I would like to notify users when a new comment is added to ticket/request? So if someone is following request they would get email or text saying that comment has been added to this request. Or request/ticket owner get notified. Thanks LuisStopped getting zoho notifications in Email for Customer response to support tickets
Hello , I stopped receiving Notifications from customer response in my company with attached to this account.Automation#27: Retain Ticket Owner on Moved Tickets
Hello Everyone! This week, we present to you a custom function that retains the ticket owner when a ticket is moved from one department to another. Here’s more to help you understand the custom function: At Zylker Techfix, Alex, the Support Engineer managesZoho Desk iOS app update- Save drafts on the social channel tickets, send replies via blueprint transition on social tickets
Hello everyone! In the latest iOS version(v2.9.3) of the Zoho Desk app, we have brought in support for the following features: Save drafts on social tickets Send replies to social tickets via blueprint transition. Save drafts on social tickets We canRound-Robin with Load Based Assignment, can you limit which Status are considered?
Hello, We are currently using Round-Robin with Load Base Assignment. Is there a way to exclude tickets of a certain Status from being considered by the Round-Robin Assignment rules? For example... I have the following statuses. Escalation Review (meaningInsufficient "previlleges" to perform this operation? All of a sudden
Trying to create a ticket report in the free version of Zoho Desk (Analytics > tickets by contact), same as I have always done for the past 4 years every 2 weeks, and I am receiving the following message: I am labeled as Support Administrator, and weTicket sends email to 2 different email addresses
Good afternoon, I am attempting to setup our ticketing system so that when a ticket is created, updated, and closed, it will email both the customer receiving support as well as the salesperson that is associated with the customer. The way that our ticketsSyncing Timesheets between Projects and Desk
All users able to see their own timelog entries from all apps in one place, synced immediately. All managers able to view total/all time entries from one place. This is something that has come up for us and multiple clients. Example: we have a clientIntroducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk
Hello everyone, Zia GenAI is available on Early Access for Zoho Desk Enterprise subscribers. Kindly fill out this Registration Form to request early access. We are excited to announce the Beta release of Zia GenAI in Zoho Desk, now available through ourGrandstream PBX
Good day, all, Has anyone integrated Zoho Desk with Grandstream PBX? Looking to have the system ask for a ticket no if no ticket then create one and provide it to the caller before the call is put through. Am I asking for too much? ThanksOptimize your Knowledge Base for enhanced accessibility by adding alt tags for images
Let's learn why alt tags are crucial for your articles. You can add alternative tags (alt tags) and alternative text (alt text) to the images you share on your community forums or when embedding them in articles. Alt tags refer to the HTML attribute,In focus: Cliq integration in the Agent Details page
Collaborate smarter, not harder! Managing your communication and collaboration just got easier! With the integration of Zoho Cliq into the Radar app's Agent Details page, you can now communicate and collaborate within a single platform. Why use the ZohoWhat is the Desk API?
I'm trying to fetch a lookup field data from desk to our creator application and it doesn't work. I'm guessing that my search parameter is wrong? On my trial function fetch if I use these: tickets = invokeurl [ url :"https://desk.zoho.com/api/v1/tickets/351081000145244764"Has anyone integrated SMS well for Zoho Desk?
Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing to need - sms handling for support tickets. There is basically no good information from any third party vendor for Zoho Desk, while there is a ton for CRM. Zoho is pretty unhelpful when I've reached out to them, and a lot of vendors just directView 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.Automatically associate contact with product
Hello, I created a Real State scenario at CRM where I have property owners that are contacts, and properties that are products. After creating a contact and a product, I associated them. My Desk is integrated with my CRM, and it automatically createsZoho Desk Deluge get tickets info
When using Deluge, Need to use "tickets" to obtain ticket information. Example : ticketDetails = zoho.desk.getRecordById(XXXXXX,"tickets",ticketId); Is there a way for me to query ticket information while only knowing "ticketNumber"? The "ticket Number"Would like to set up the rule to auto close the ticket
Hi, i would like to set up rule if ticket body, descrion contain text:”from: DE-2”. Postal code which start with DE -2 should be closed. Is there any symbol to replace all five digits or how to do it? Thanks.Recipient accidentally added to ticket?
One of my users copied email text from a client into the description of a new ticket. The ticket was intended to be for internal use only, so imagine our surprise when he received an email notification, replied, and his reply was added to the ticket!Issue with Blueprints in Zoho Desk
Hello, I’m experiencing an issue with Blueprints in Zoho Desk. I have some Blueprints that haven't been modified since July 28, 2023, but they suddenly started having issues. In some cases, it’s not possible to move to the next stage; when clicking theWhere can I find my documents
I am evaluating solutions to store text documents. I once created one text document on zoho and worked on it. I came back to zoho a few weeks later. Impossible to find it again. Is there a web page containing my documents or my folders? How can I retrieveCustomer Happiness not clickable when using API
Is there a way to automatically add the Customer Feedback links when generating email drafts via the API? Currently, the feedback links are only added when generating an email draft using the UI. I tried using the endpoint described in https://desk.zoho.com/DeskAPIDocument#CustomerFeedback#CustomerFeedback_GetthecustomerfeedbackplaceholderlinkEmail Alerts for New Audit Log Entries in Zoho Desk
Dear Zoho Desk Team, The Audit Log feature in Zoho Desk is a fantastic tool for tracking changes and ensuring transparency in the helpdesk. However, to make this tool even more effective, I’d like to request an enhancement. Currently, there is no optionAutomation#20 : Auto-Add Ticket Tags based on Keywords
Hello Everyone! Welcome to unveiling custom functions on our Community series. This week's post lets you add tags to your tickets automatically based on the keywords in the ticket subject and the ticket thread. Discover how this custom function helpsGetting 401 Unauthorized while creating Ticket
I'm getting 401 UnAuthorized when I try to create a ticket using the Zoho Desk API. I am using using OAuth2.0 for getting access token and generated accesstoken and used Desk.tickets.ALL as a SCOPE . Kindly help me to resolve this issue while creatingTicket Views: filter criteria -> dynamic date values in relation to the current date
Hello all, It would be very helpful if you could build custom views in such a way that you do not have to adjust the criteria daily or at whatever interval in order to change the fixed date value as needed. For example, I would like to create a view that,Automation#26: Notify Parent Ticket Owner on Child Ticket Status Updates
Hello Everyone! Ever found yourself juggling multiple service requests that seem like pieces of a larger puzzle? Managing interconnected tickets can be challenging, especially when updates on child tickets need to be tracked. That’s where our custom function"Copy Field Values from one Module to another" how to use?
Hi everyone! I'm sorry if this question was already asked, I didn't find it! So let me explain: In my Tickets module, we have the custome field "customer type" where we indicate if it's a lead, user, etc... In the Contact module I used the "type" field with exactely the same entries. I would like when in the tickets module an operator choose an option that it automatically update it in the contact module. I found the "Copy Field Values from one Module to another" custom function which seems perfectHow can the direct link to a ticket be created from ticket #?
Our agents will be using ZDesk but we will have to create direct link to tickets in another ERP by providing the Desk Ticket # Is there a way to create the direkt links from the ticket # alone? Do we have to use the API to get the direct links?Zoho desk desktop application
does zoho desk has a destop applicaion?How can I view Help Center articles in 'Sandbox' mode?
I have published some help center articles but when I try to preview the knowledge base page, it says 'We have no content to display'.Next Page
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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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