ZIA "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.
Customer 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 turns
Permissions 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,
How 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
Automated 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 list
System 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 changes
custom module import.
Is there a way to import data into a custom module? Thanks Rudy
Unified 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 numbers
Zoho desk desktop application
does zoho desk has a destop applicaion?
Instant 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 you
Zoho 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 support
Ticket 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 setup
Date Filters in Zoho Desk Dashboard
Hello Team, Currently, in the Zoho Desk dashboard, the date filter is available only for daily, weekly, and monthly views. Could we also add a yearly date filter to allow filtering by an entire year? Additionally, in the custom date filter, it is currently
Adding a new section to the related details sidebar when creating a new ticket.
Hello, I was wondering if you can add a new section to the related details sidebar when creating a new ticket. I was wanting to have it to where it also shows the account information related to the contact chosen as well. This is the section I am referring
Enhancement in Role and Profile mapping of agents in Sandbox
Hello everyone! We have brought in a modification in the way users are mapped to a particular role and profile in Sandbox. What has changed? When agents are copied from production to Sandbox: If a user's current role and profile is available in Sandbox,
Collaboration with customers made easy with Zoom Meeting and Zoho Desk integration
Hello everyone! We are happy to announce that you can now integrate your Zoho Desk account with Zoom Meeting. The integration bridges the gap between digital communication and human connection, empowering teams to deliver timely support when it matters
Critical Issue: Tickets Opened for Zoho Support via the Zoho Help Portal Were Not Processed
Hi everyone, We want to bring to your attention a serious issue we’ve experienced with the Zoho support Help Portal. For more than a week, tickets submitted directly via the Help Portal were not being handled at all. At the same time no alert was posted
I Need Help Verifying Ownership of My Zoho Help Desk on Google Search Console
I added my Zoho desk portal to Google Search Console, but since i do not have access to the html code of my theme, i could not verify ownership of my portal on Google search console. I want you to help me place the html code given to me from Google search
Add Hebrew & RTL Support to Feedback Widget
Hello Zoho Desk Team, How are you? We are using Zoho Desk and would like to utilize the Feedback Widget. While Zoho Desk itself supports Hebrew and RTL, the Feedback Widget unfortunately does not. We kindly request that Hebrew and full RTL support be
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
Parent-Child Tickets using API or Deluge
Hi Everyone, We are looking at the parent-child ticketing features in Zoho Desk. We want to be able to create a parent ticket at customer level and nest child tickets underneath. The issue we are facing is to be able to automate this. I'm checking the
System-generated support email added in CC on “Reply All”
Hi, I recently set up Zoho Desk for a client and we are trying to prevent the Zoho Desk system-generated support email address (not the mailbox used as the department’s "From address") from being automatically added in CC when agents use “Reply All” on
Include 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 recommended
Zoho Desk Limitations
Good day, all, I would like to know whether others share my frustration with some of Zoho's limitations. Don't get me wrong, I like Desk (and I also have a subscription for Analytics), I have been with them for close to 10 years, and unfortunately, I
Inquiry on Help Centre Tab Customisation
Hi Zoho team, I’m wondering if it’s possible to further customise the Help Center tabs, specifically the descriptions under Knowledge Base, Community, and Tickets. While the current setup allows customising tab names, being able to tailor the descriptions
Important update about notification security in Business Messaging SDK
As part of our ongoing effort to strengthen the security of notification data, we have enhanced how notifications are processed and protected in our applications. These improvements ensure that all notification related data follows the most up-to-date
Can we add custom fields to portal community profiles?
How do we add custom fields to our profile pages in our portal community? If we have the ability to add custom fields, will we be able to access those fields via API? We want to use our Desk community in our help portal as our primary community and would
Build smarter Guided Conversations with Fork Blocks
When your customers arrive on your support channel, they're not there to explore. They are usually confused and stuck while trying to fix something important. We understand how stressful that moment can feel and we want your bot to make things easier,
Can I change the format of the buttons in the email templates?
Hi all! We have been working hard trying to brand our email templates, and have some way to go yet. One of the things we can't seem to edit is the green ${Cases.CUSTOMER_PORTAL_BUTTON} button and the font of the View Ticket text. Is there any way of doing
Ticket Status email
Good day, This was discussed in the past, but it would be helpful if we could have the system assign a custom response to a status. We have various statuses for tickets, e.g. "closed due to no response", or "Pending Status", it would be helpful for the
What KPIs Do You Use to Measure Your Support Team’s Performance in Zoho Desk?
Hi everyone, We hope you’re all doing well. We are trying to improve how we measure the performance and effectiveness of our support department, and we would really appreciate learning from the community. We assume there are several common and widely-used
Suggestion : link KB with Accounts
Hi Zoho teams. I think it could be good to link KB articles with : accounts in order to easily find articles dedicated to some account specificities. I tried to use tags , but tags are free text with not easy way to retrieve it directly from ticket or list article for one tag. Tickets : It would be a good way to measure usage of KB directly from ticket when we don't need to copy/paste KB in solution. And : Great Tool , keep going !Â
Popular Articles Report
From data to decisions: A deep dive into ticketing system reports Content management teams can use various metrics to assess the effectiveness of knowledge base articles, improve content quality, and ensure articles are regularly updated. Predefined article
ASAP Widget Not showing "My Tickets"ed
Hello Team, I have created a ZOHO ASAP Widget and embedded to my portal app.clearvuiq.com , widget renders ok and I can open tickets from widget. However I want my opened tickets to be visible in the widget. How can I achieve that?
Email Template Edits Not Saving
I can make an edit, click save, and see the blue bar annimation at the top, but the edits don't actually save. Important, because my email templates are now broken and clients are receiving bad emails. Tried on Chrome, Firefox and IE.
Changing Department often causes the Firefox tab to freeze
Title, it doesn't seem to happen with neither Opera nor Chrome. And even in Firefox, sometimes it just lets me change the department I'm in no problem, even to All Departments which is probably the most, like, resource heavy? But most of the time, the
Upgrade Zoho Desk Agent-Side Answer Bot to GenAI
Hello Zoho Desk Team, We hope you're doing well. Following the recent announcements and rollout of the GenAI-based Answer Bot in Zoho SalesIQ (Nova '25), we’d like to formally request a similar upgrade for the Answer Bot used by agents inside Zoho Desk.
Open A.I assistant Connect with Zoho Desk instant Message Conversations
I would like to know how do I connect my instant messenger in Zoho desk with my Open A.I Gpt Assistant. this is very easy to setup using the Salesiq Zobot but when it comes to Zoho Desk i cannot figure how to make the connection. Ideal workflow Customers
AI feature in Zoho Desk suggesting answers based on past ticket threads
Hi I would like to suggest something that would be very useful : instead of suggesting answers based on the Knowledge Base, I think it would be great if Zia could analyze the history of all customer and agents threads, to suggest answers in new tickets.
Is there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?
Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This would
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