[Critical] Massive delays with e-mail
It takes half an hour or longer for emails to arrive or replies to go out! Another thing I have noticed with outgoing e-mails is that I see an error message when I click on "Show original" (tab "HEADER"). If I click on the "CONTENT" tab, the mail body
[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 edit
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-child
Better Time Tracking
We need better time tracking customization for IT MSPs. We also need reporting that is built in, rather than having to try and fumble with creating custom reports. We also need to be able to mark whether a ticket has been billed or not, I don't think
Feature Request - Ability to Customise Contact Info Card on Ticket Details View
Hi Desk Team, I've added a "Contact Priority" and "Account Prioirty" field and it would be very useful to agents if they could see that information in the Contact Info card on the Ticket Details view. It would be great if we could choose some fields to
Trigger workflows from SLA escalations in Zoho Desk?
Hey everyone, I’m currently working with SLA escalation rules in Zoho Desk and ran into a limitation that I’m hoping someone here has solved more elegantly. As far as I can tell, SLA escalations only support fairly limited actions (like changing the ticket
Zoho One - Can I add a Custom View to All Departments
We have been using Desk for several years but are just making the leapt to using multiple departments. I have a custom view that is our default view. I'd like to apply that to All Departments. When I try to add a view when viewing All Departments I get
Looking to Auto-Merge Duplicate Tickets
Hi guys, I need the option to auto-merge duplicte tickets and i dont see this option available in automation , Can this be done? And if so how, Cheers
Spell Check Icon Disappeared yesterday for Agent Comments
We always use "Public Comment" when communicating on tickets with our customers. For years we had the "Spell Check" icon when typing a comment. Yesterday, this icon disappeared for comments and is only avaialable when drafting a response via "Reply."
Spell Checker in Zoho desk
Is there a way to set always check spelling before sending? Outlook does this and it is a handy tool to avoid typos
Adding additional records dynamically to a subset of fields
I'm trying to create a service ticket layout which will be passed to a Creator application for Field Service Management (FSM) purposes. We need to be able to define a specific subset of service product fields such as "Service Product", "Service Product Serial Number", "Service Product Warranty End Date" and "Service Product Current Warranty Status". We may need to record more than one of these subsets, in case the customer has more than one product which has to be serviced on their site. It seems
Email Alerts added on the ticket as the user that created the alert
I created some alerts to e-mail the contact when the ticket is waiting for client response after X amount of days. The rules and alerts are working fine. The problem is, since I was the one that created the rule, alert and/or e-mail template, every time
Security Update: Discontinuing weak TLS cipher suites
Hello everyone, This post is about Zoho's ongoing measures to strengthen security across all Data Centers. Zoho is sunsetting weak TLS cipher suites across all its data centers. We are enforcing updates to the US, IN and EU data centers after completing
[Security] Sender can reveal Agents IP without user interaction
Hi, I'm a little bit frustrated here. I reported a security issue (in my eyes) to the bug-bounty program of Zoho. But it's being refused and the judgement is: "No security issue" . So that's why i'm publicing it here, curious what other people think about
Mass Email
Hi Team, Unable to sent bulk emails to all customers together. provide bulk email facility.
Set same ticket Threshold for Agent-Level Thresholds
I am creating Agent-Level Thresholds for agents to auto-assign tickets in a Load-based Round Robin rule. I am unable to set the same number of Open tickets for agents when setting their Thresholds. For exampel: Agent 1 = 10 Agent 2 = 25 Agent 3 = SHOULD
Allow widgets to be placed between native sections in the Ticket Properties panel
One of our biggest frustrations with the Tickets module is how rigid the Ticket Properties panel is. Every section there is built only from native Zoho Desk fields. We can add sections, rearrange fields, and pick layouts, but we can’t put anything custom
Support Plan: Recuring Issue
Hi Zoho Team, Could you please look into this recurring alert and provide clarification on why this restriction is still in place? This issue has become a bottleneck in our workflow, significantly limiting our automation capabilities. We are unable to
Pushover Notification Module
Hello, it would be good if there would be a "Pushover" (https://pushover.net/) module besides the standard SMS module. Pushover is now very well known, especially in IT, and is becoming more and more popular. The biggest advantage are the customizable
E-Mail Blacklist via GUI
Hello, It would be helpful if the GUI included an option to block specific email addresses (both incoming and outgoing). I want a setting where I can completely block certain email addresses. This means that no tickets can be opened from those addresses,
Tags on individual ticket comments and replies, with color coding and a filter
In Zoho Desk you can tag a ticket, but you can’t tag the individual comments and replies inside it. For teams with long, structured ticket threads, that’s a big gap. The problem Our tickets can easily reach 50+ comments and replies. Many of them are specific,
Merge Tickets Directly from Contact Page in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a new feature that would allow users to easily merge tickets directly from the contact page in Zoho Desk. Currently, the only option to merge tickets is from the Tickets list view page, which can
GrassHopper VOIP Integration
Does Zoho Plan to integrate with Grasshopper to allow the Telephony hookup in Zoho Desk? If not, Can this be passed along for consideration
Reach us through our official support channels
Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and ready
Option to Disable Knowledge Base Section in Feedback Widget Popup Hello Zoho Desk Team
Hello Zoho Desk Team, How are you? We are actively using Zoho Desk and would like to make more use of the Feedback Widget. One of the ways we implement it is through the popup option. At the moment, the popup always displays the Knowledge Base section,
Email Forwarding to Zoho Desk Failing After Migration from Gmail to Outlook (Microsoft)
We recently migrated from Gmail to Microsoft Outlook. Since the migration date, emails sent by our customers are no longer being received by Zoho Desk. I tried setting up the email forwarding rules in Outlook similar to what we had in Gmail, but it still
Email Blast
Hi, How do we send an email blast to thousands of customers? The email addresses are not yet saved in Zoho Desk.
WhatsApp Business Message Pricing Update: Effective October 1, 2026
Hi everyone, Starting October 1, 2026, Meta is updating how WhatsApp Business messages are charged. This guide explains the new per-message pricing model, how message categories work, and what changes for service messages specifically. How Meta charges
Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last
Profile picture unable to be seen by other colleague.
Hi, As per title, I'm having problem where my profile pic doesn't show from other colleague account. However, when I uploaded the pic from zoho web, it is showed in my phone apps. Still, other colleagues cant see my profile pic. Please help. Thanks,
Restrict Ticket Movement to Specific Departments in Zoho Desk
Hello Zoho Desk Team, Greetings, and hope you are doing well. We would like to submit a feature request regarding the ability to control ticket movement between departments in Zoho Desk. Current Limitation: At present, Zoho Desk allows agents to move
Contact removed when picking ticket template.
hi new to Desk rolling out to company, replacing Freshdesk. Is there way to keep the in context contact when selecting a template? When you choose a template you lose the contact!
Better way to keep track of open Support Tickets
Is there a way I can mark or flag open Tickets with Zoho support so we can keep better track of them? The way it is set up now is kind of a mess and hard to keep track of. Some Tickets are resolved quicker than others and some take more time. When I log
URGENT The 'From' address isn't authenticated. To proceed, authenticate your email address.
Hello, I’m experiencing a problem that started suddenly; we haven’t changed anything on the email side. I’d like to know if something happened on your end or if there is a server issue—this is urgent. The 'From' address isn't authenticated. To proceed,
WhatsApp Calling Integration via Zoho Desk
Dear Zoho Desk Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho Desk. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need for traditional
Send Supervisor Rule Emails Within Ticket Context in Zoho Desk
Dear Zoho Desk Team, I hope this message finds you well. Currently, emails sent via Supervisor Rules in Zoho Desk are sent outside of the ticket context. As a result, if a client replies to such emails, their response creates a new ticket instead of appending
Native SMS and MMS Channel Support
89% of US consumers say they prefer to communicate with businesses via SMS / MMS (aka "texting"). (link) Unfortunately, Zoho Desk does not currently support the most popular channel for consumer communications in the United States. For those of us in
WhatsApp Business Platform Pricing Changes: What’s Changing in Zoho Desk IM from October 1, 2026
Hi everyone, Starting October 1, 2026, Meta is making changes to WhatsApp Business Platform pricing. What's changing? Updated pricing for some countries and regions Meta is updating how WhatsApp message pricing is organized across certain countries and
Custom View - Sort by Custom Field
I created a custom field for our Engineering team to know which tickets to work first by numbering them. I created a custom view to general data which includes the Engineering Priority. However, I cannot sort the Engineering Priority column ascending
Displaying only unread tickets in ticket view
Hello, I was wondering if someone might be able to help me with this one. We use filters to display our ticket list, typically using a saved filter which displays the tickets which are overdue or due today. What I'd really like is another filter that
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