reset of user password
User forgot her password, so she requests a password rest, but never gets the email. How do I reset her password, since that function is not an option, even for an administrator?
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 new
Zoho Desk add OIDC federation for 3rd party IDP
Please consider adding the ability to use OIDC/OAuth compliant Identity Providers to Zoho Desk. You currently have Zoho, Microsoft, LinkedIn, Google and Facebook. But if you added the ability to use ANY OIDC compliant provider, you would add compatibility
How to provide recommended KB articles in the welcome message
I'm new to Zoho and am looking to replicate something I did for a previous employer. I want all newly created tickets to receive an automated welcome message that includes a few recommended articles from our knowledge base. Ideally there would be a way
Is there a way to programmatically open the zoho business chat?
I'm integrating business chat into my website. Is there a way to programmatically trigger opening the chat?
How to export customer contacts from Zoho desk
How to export customer contacts from Zoho desk
How can I disable Zoho Business chat from spamming Chrome's console logs?
I don't want Zoho logging to console. Here's what it's logging: STOP! vendor.bd5618bc1416dabeac98_.js:45 This is a browser feature intended for developers. Do not enter or paste code which you don't understand. It may allow attackers to steal your information
we can assign ticket to offline users
we can assign ticket to offline users
Restrict Announcement Pop-ups to Administrators in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a feature enhancement that would allow organizations to restrict announcement pop-ups to administrators only. Currently, announcement pop-ups are sent to all users within a Zoho Desk organization,
Add StatusIQ Tab to Zoho Desk for Seamless Incident Management
Hi Zoho Desk Team, I hope you're doing well. We would like to request the addition of a StatusIQ tab within Zoho Desk, allowing support agents to seamlessly view and, with the appropriate permissions, manage incidents in Zoho StatusIQ directly from Desk.
Live Chat API
Is your Live Chat available through API. For instance am I able to use your API to grab a Live Chat so I can configure my PBX to call that API and allow the Live Chat to ring to our phone system ?
WhatsApp
Hola quiero saber cómo puedo integrar WhatsApp y Zoho desk
Auto CC is Off but still sends email
Hi, I often forward an email from my work address into the ticket system using my custom support@xxxxx.zohodesk.com email. Even though I have the Auto CC email replies to my support box Off (image attached), It still includes that when I reply. And if
Adding Attachment to Desk Ticket via Deluge
Hello, My team has a process where some people are entering information into a workbook in Zoho Sheet, and we need to get a copy of workbook into a ticket in Desk. We currently have a 'Submit' button on the Sheet that triggers a webhook to Flow, and from
Is ASAP user authentication via SAML?
The ASAP user authentication says to use SSO with remote authentication so that you can use JWTs. The remote authentication help page says that this features is being deprecated and to use SAML instead. Before I go through the trouble of implementing
We would like to make a separate, internal-only knowledge base. Is it possible to have a public department but not display it in the help center?
It seems like it is not possible to display/hide the knowledge base from the help center per department. Is there a way to do this? It looks like all department knowledge bases are displayed if they are public, and there is no way to hide one from the help center while keeping it accessible via a permalink URL. For example, lets say I have one KB for Clients and one for Employees. I want to keep my Clients KB public, and also want the Employees KB to be public, but NOT displayed in the help center.
Expand Zia's Language Support and AI Capabilities
Dear Zoho Desk Support, I would like to submit a feature request to improve Zia, the AI-driven support assistant in Zoho Desk. Currently, Zia only supports the English language, while other AI agents such as Gemini, ChatGPT, and Claude can work with a
Automated Messages in Zoho Desk - WhatsApp
Hi, We set-up an automated message reply to our whatsapp channel for our support that was connected to the zoho desk. I need to change these automated messages but am unable to find the place where I can make these changes. Anyone able to assist?
Issue Configuring SSO Integration with Cognito in Zoho Help Center
Dear Zoho Support Team, We have been working on configuring SSO integration for our Zoho Help Center using Amazon Cognito. While the setup appears to be completed successfully, we are encountering an issue when attempting to access the Help Center. The
How can I make time entry mandatory for tickets?
Hi guys, I just want to make a time entry field mandatory for tickets. How can I do that? At this stage of our usage, it's not mandatory and it could be forgotten to input a time for a ticket. Thanks in advance
Ticket Assignment tool
I have built an tool which help to assign the emails to the specific department but I want to use it with zoho desk or if its possible then you can help me with it to use it on your wide scale
Radar In Focus: Using Siri For Customer Support
Hello dear users, Welcome to the 6th installment of the Radar In Focus series. In today's issue, we'll explore a Radar IOS exclusive that is a must-have to provide support on-the-go. Just say the magic word 🪄 Computers make our lives easier by automating
How do I delete survey responses (Customer Happiness)
Hi, I need to remove dummy survey responses (those I created during evaluation period), and invalid ones - responses received from Cancelled tickets - which is a custom status we use to close spam, duplicate, or internal emails. I cannot find anywhere to remove them, and one of your chat agents suggested to remove the response provider (contact). I'm not inclined to do what was suggested as there could be valid responses from that contact, so kindly provide another option. And I did try that too
Add "Merge by Ticket ID" Option on Ticket Screen
Dear Zoho Team, We would like to request a new feature for the ticket interface in Zoho Desk. Specifically, we propose adding a button to the ticket screen that allows users to merge the current ticket with another ticket by directly providing the second
Individual Ticket Color
It would be great if we can assign color for tickets like this: or this : it will help to find tickets Thanks Regards
Zoho Desk, call integration
Hello All, I searched a lot but i can't find any answer. I would like to recieve phone call if I recieve a critical case or lets say a case. whatsapp call also ok. Can we do that?
Formula Fields for Zoho Desk Custom Fields
Dear Zoho Desk Team, I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket. Current Limitations: Currently,
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
Public and private KBs with Zia
I need to create an internal knowledge base and a public knowledge base for clients. Each needs to have a Zia answer bot for employees and clients to search our articles. Right now we have a KB set up in Desk, but I've seen topics mentioning multi-branding
Please add "Add Developer" capability to Desk sandboxes
Just like we can invite a developer to our CRM sandbox, please give us the ability to invite a developer to our Desk sandbox. Thanks Clark
Remove 30-Day Client Reply Restriction on Supervisor Rules in Zoho Desk
Dear Zoho Desk Team, I hope you're doing well. Currently, Supervisor Rules in Zoho Desk run once every hour but only apply to tickets that have received a customer response within the past 30 days. This restriction creates challenges for us, as we have
custom module in crm be linked to desk ticket
we have an asset custom module i would like all assets assigned to an account to be seen by the contacts on desk so the can link a ticket to an asset that linked to the contact or the account say a laptop assigned to them or a communal asset like a projector
Create a standard Vendors module and integrate it with Zoho CRM
I'm aware that Desk was initially developed to handle support communications processes where ticketing is needed. However, through many client deployments, my experience with Desk is that it can be effectively utilized for almost any communication process
Zoho Desk Custom Module Sync with Zoho CRM Custom Module
It is great to see the new Zoho Desk custom module feature, thanks for this enhancement. My questions is that if there is a same custom module in Zoho CRM, can I map that custom module from Zoho CRM to Zoho Desk? Just like account/contact/product, the
Link Zoho Desk tickets to custom module on Zoho CRM
Hi, We are currently using Zoho Tasks on CRM as Zoho Desk doesn't let us link tickets to specific site records on Zoho CRM based on a custom module. It can match to Zoho CRM based on an email address but this is not of use to us in our setup as the email
Bold 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 choose
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?
Guidance 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 on
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