Lookup Field limitations
Good day all, Is anyone else frustrated with the lookup field limitation? I have an enterprise license, but I only get 10 lookups. Additionally, the custom module has been available for a while and is still in diapers. If you want good reporting, youWhatsApp 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 PlatformWhen a ticket is merged, the merged ticket's link should redirect to the remaining ticket.
Zoho Desk deletes merged tickets. Which is not ideal. The issue is if you have a link bookmarked, or even in your inbox from a ticket that was merged, when you visit you receive an error because merging tickets actually deletes the ticket that was merged.Pass data from a Zoho Desk ticket to a Zoho Form as pre-fill data?
Hello, I'm trying to pre-fill a Zoho form with client data based on the Zoho Desk ticket data that would be associated. Work flow i'm trying to create: 1. Ticket created for a sales order 2. order requires a site survey 3. link inside ticket links toCan a user be assigned to an Account based on email domain?
Hi ZohoDesk, If I have a customer Account already configured is there any way I can use a domain matching rule to assign a new user to the correct account when logging a ticket by email? Many thanks RichAgent working hours
Hi, I know it is possible to set company business hours but is it possible so that agents can have different ones? I.e. some agents cover later hours on specific weeks - can these be set so those agents that are "working" get notified about tickets etc.Central de Ajuda - Restringir visualização de tickets
Estou tentando configurar o Zoho Desk para que determinados usuários dentro de uma mesma conta consigam visualizar apenas os tickets criados por usuários específicos dessa conta — e não todos os tickets ou apenas os seus próprios. Até onde sei, existeBusiness Hours with lunch break
Our business hours are: mon - fri 08:30 - 13:00, 15:00 - 18:30. How can I handle the lunch break? If I use 8:30 - 18:30 it obviously breaks SLA. ThanksFinding draft ticket replies
Is there a way to see all tickets which have draft replies?How to apply a tag to a ticket based on the to email address?
I need to assign a tag to a ticket if the ticket was sent to a specific email address. For example, we have the email accounting[at]company.com forwarding into Zoho Desk. We would like all emails that were sent to this address to be tagged with an AccountingZoho Notifications - Received two notifications for one message and none for the other
We had a client reply to a ticket twice in one minute. The ticket owner received two emails for the second message but none for the first (which was crucial content and unfortunately was therefore missed). I'm assuming this created a race condition -Error in Deluge script, but all should be OK
I get an error when using the following deluge script (sensitive info changed with ***). This script should parse a projectnumber out of the subject or body text and put it in a custom field of the ticket. The error: Validation failed for the conditionProblems with clipboard paste into ticket comments
Problem as title. Using Chrome get to paste contents of clipboard but submit gives 'you've exceeded the character limit of 30,000 for this comment' irrelevant of actual number of characters. Edge just pastes txt 'undefined' irrelevant of actual contents of clipboard All other areas of Zoho desk work fine with clipboard paste (i.e. new ticket description) it's just comments on existing tickets that seem to have problem. Was all working fine until early yesterday (14th) Client is Windows 10 Pro 1803Products in time entry
Morning, Is there a way to add the product field to the time entry layout? Giving us the ability to identify a product per time entry. Thanks RudyDesk - CRM Integration: SPAM Contacts (Auto Delete)
SPAM contacts is a useful feature, but when the CRM sync is used, it is very frustrating. When a contact is marked as SPAM on Desk, I wish to do the same on CRM. When a SPAM contact is deleted, I would like it deleted from CRM. The feature looks half-baked.What are the knowledge database limit for AnswerBot and which app its integrate?
1) Can AnswerBot be integrated in Trainer Central? 2) Can AnswerBot learn from external websites and excel spreadsheets? 3) Is there a limit size or number of documents for the knowledge based content to train AnswerBot? ThanksDrag-and-Drop Customization Interface for Help Center in Zoho Desk
Hi Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the customization of the Help Center in Zoho Desk. 🔧 Current Limitation: At present, Help Center customization options are quite limited through the Zoho DeskCondolences and Prayers Following the Ahmedabad Plane Crash
Dear Zoho Team, We were heartbroken to learn about the tragic plane crash that occurred today in Ahmedabad, as reported in the news. On behalf of our entire team, we want to extend our deepest condolences to everyone at Zoho and across India who may haveAdd values to Countdown Mode
Is it possible to add values to the countdown mode drop down? The longest is 2 days. I would like values for 5 days, 10 days, 15 days...Disable "skip to content" in Help Center
Our users used to be able to press the tab button to skip between fields when submitting a new ticket in the help center. Now it pulls up the "skip to content" button in the top left corner. I know this is an accessibility feature, but is there any wayTransfer to agent not working on flutter app after integration
[media pointer="file-service://file-LF6KAwkyDJNd6MbzZmctS3"] [media pointer="file-service://file-FN66XQUngquBJGLdrS827u"] +7 -2 Lines changed: 7 additions & 2 deletions Original file line number Diff line number Diff line change @@ -1,10 +1,11 @@ importFirst Respons time questions regarding ticket SLA's, Ticket Re-Assignment, and Ticket Closure.
I am chasing down a few outliers on tickets that my team is reporting to me seen in some of our Zoho Analytics Dashboards with regards to Zoho Desk with regards to First Response Time. Our support organization is setup with different SLA's based on threeStay organized with chat-to-ticket timers
Hi there! Ever lost track of a customer’s message? Or found yourself scrolling through long chat threads trying to figure out what’s what? Setting up a chat-to-ticket timer can help. It decides when a reply should stay in the old ticket or create a newTickets are enabled but not showing in zoho desk widget
Hi, I have a Zoho Desk ASAP JWT widget inside my app. I enabled the KB, tickets, and salesIQ chat (screenshot 1), but only the KB and chat are showing on my app widget (screenshot 2). Can you help? Thank youAdd Hebrew Language Support for Zia Auto-Tag in Zoho Desk
Dear Zoho Desk Team, We hope this message finds you well. We are currently utilizing the Zia Auto-Tag feature in Zoho Desk, which has proven to be quite valuable for categorizing and organizing tickets based on their content. However, we’ve encounteredIs there a way to customize the style of the success message - Advanced Web Form
Is there a way to customize how the success message is displayed after a Zoho webform is submitted? We’d like the success confirmation to match the visual style and branding of our website, so we're looking for options to either apply our own CSS or replaceWhere to view user feedback on answer bot's "was this helpful?"
We are trialing answer bot in our knowledge base and like what we see so far. One of the things we like is that upon answering a query, answer bot asks "Was this helpful?" (see attached). As part of our trial we've been responding to this by clickingCustom Time Range Support for Zia Trending Auto Tags in Zoho Desk
Dear Zoho Desk Team, We’d like to formally request an enhancement to the Zia’s trending auto tags feature to better support our business needs. 🧩 Use Case: We actively rely on Zia auto-tags to: Monitor recurring customer issues. Detect emerging trends.Enhanced Tag Filtering and Selection in Zoho Desk Custom Views
Dear Zoho Desk Team, We’d like to request enhancements to the tag filtering and selection capabilities when creating custom views in Zoho Desk. 📝 Current Limitation: While it is currently possible to create a custom view using tags and status as criteria,In focus: Profile permissions in Radar
Hello everyone, Imagine a help desk where everyone can access everything without restrictions. Newbies could answer tickets without supervision, agents would meddle with system settings, and contract employees would have unrestricted access to businessAdd customer to account based on domain name.
I generate reports based on a the account field, i.e. companyX. In GoToAssist, my last provider, there was an option to automatically assign new ticket creators to a company (or account) based on their domain name. So for example, if a new employee createsYour inbox called; it wants less clutter
Inbox full of ghosts? Let Auto-Close do the haunting. Ever stared at your support inbox wondering why half the chats are just… sitting there? No reply, no closure, just hanging like unread messages from a advertising company. Let’s fix that. With Auto-Close,Customizing Helpcenter texts
I’m customizing the Zoho Desk Help Center and I’d like to change the wording of the standard widgets – for example, the text in the “Submit Ticket” banner that appears in the footer, or other built-in widget labels and messages. So far, I haven’t foundGreek languge
Hello, Is there any support for Greek language in the near future?Custom module history is useless
Hi I am evaluating ZOHO DESK as my support platform. As such I created a few custom modules for devices assigned to employees. I want to be able to see the whole picture when a device was reassigned to someone, but the history shows nothing Is there anyHelp center custom tab - link color
I’m trying to add a custom tab to the main navigation in the Zoho Desk Help Center, for example to link to an external resource like a website. The problem is that any custom tab I add always shows up as a blue link – it doesn’t match the style of theIntroducing an option to set comments to public by default
Hello all, Greetings! We are pleased to announce that Desk's user preferences now brings an option to set a comment type as Public or Private by default. In addition to setting reply buttons as defaults, Agents or Admins can now choose to make their ticketFlutter Plugin Compatibility Issue: Unresolved Reference to FlutterPluginRegistry in zohodesk_portal_apikit
I am integrating the zohodesk_portal_apikit Flutter plugin (version 2.2.1) into my Flutter project, but I am encountering a build error related to an unresolved reference to FlutterPluginRegistry in the file ZDPBaseActivityAwarePlugin.kt. Below is theAdd "Ask Zia" Functionality for Report Creation in Zoho Desk
Hi, How are you? We’ve noticed that Zoho CRM offers a very useful feature called "Ask Zia", which allows users to enter natural language prompts to generate reports quickly and easily using Zia's AI capabilities. Currently, Zoho Desk does not supportDepartments Limit
There is a limit of departments that i can have on zoho desk?Next Page
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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-childCustomer 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 turnsInstant 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 youZoho 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 supportZoho OAuth Connector Deprecation and Its Impact on Zoho Desk
Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho services
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Adding 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 otherAbility to Edit Ticket Subject when Splitting a Ticket
Often someone will make an additional or new request within an existing ticket that requires we split the ticket. The annoying part is that the new ticket maintains the subject of the original ticket after the split so when the new ticket email notificationAdding 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 referringDisplaying 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 thatDate 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
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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 keynoteWhatsApp 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 PlatformLive 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 toolsApple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
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