How can I filter inactive/disable agent tickets?
Hello, We have an user-agent that left the company and we inactive/disabled his agent. So, now I can no longer filter or search tickets that he is the current owner, or even create a rule to reassign tickets to another person when the ticket is reopen.Add Reauthentication Option for Zoho Bug Tracker Integration in Zoho Desk
Hello Zoho Desk Team, We hope you're doing well. We would like to request an enhancement to the Zoho Bug Tracker integration within Zoho Desk. Current Limitation: At the moment, there is no option to reauthenticate the Zoho Bug Tracker integration inDashboards for Customers
Is it possible to build dashboards for each customers in the community for their tickets?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 thatContact 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!How do I add 2 agents under the same email?
I have 2 agents who use the same email address. I added one, but when adding the second agent, it says that the email is already registered. How do I configure this properly?Zoho Desk API modifiedTimeRange returns HTTP 500 around 2026-03-08T02:00:00.000Z
Hello Zoho Support Team, We are experiencing a reproducible HTTP 500 Internal Server Error when querying the Zoho Desk API search endpoint with a specific modifiedTimeRange boundary. ### API Endpoint GET /api/v1/tickets/search ### Reproduction Steps &Urgent: Outgoing Emails Delayed Across All Zoho Desk Departments
Dear Zoho Support, We have started receiving delivery delay notifications across all our Zoho Desk departments. Error details: Error: 451 4.7.500 Server busy Action: Delayed Receiving system: Microsoft 365 / Exchange Online Affected Zoho sending IPs identifiedConditional branching in Zoho Desk with Automation Studio
Hello everyone, We are introducing conditional branching that will allow businesses to manage complex, multi-condition workflows for customer service processes using Automation Studio. The primary goal is to create multi-branched logic in a single rule.Pass variables to Zoho Desk via URL to create a fast new ticket landing page
We are integrating our phone system into Zoho Desk. Currently when a helpdesk agent answers the phone, a soft client opens a new tab with zoho desk at the new case page. https://desk.zoho.com/support/companyname/ShowHomePage.do#Cases/new We would likeDisplay a field of an Account on the Ticket view
Hi there, We would like to display of the Account of the user submitting a ticket on the ticket view. See for example: How can this be achieved? It doesn't really matter where it will be placed as long as it is shown there. Thanks, SnirHave a Zoho Desk PDF Attachment Show on the Ticket Screen rather than having to download it.
We are using a system that emails out a report in PDF format to Zoho Desk for our staff to review but it's difficult to have to download the PDF attachment each time, we would like for there to be some sort a viewer below the ticket that shows the contentsApproval - Report/Views
Hi, On Zoho Desk - Is there a way to report on pending approvals, or a view or similar?PDF attachments no longer preview in Zoho Desk
We are experiencing a new issue in Zoho Desk with PDF attachments. Until a few days ago, clicking a PDF attachment within a ticket opened the PDF for preview. Now clicking the same type of attachment automatically downloads the PDF to the computer insteadIs there a way to allow users to preview ticket attachments from clients or view in the browser?
It's very time-consuming and takes away from the elegance of a web-based system to have to download the attachments to view them. Our clients often send spreadsheets and PDFs as attachments that must be viewed in order to answer the ticket, but they do not need to be downloaded. Zoho docs allows users to view in browser without downloading - this functionality would be ideal for Tickets.Master Zoho Desk through the Virtual Classroom Training (VCRT)
Hello Everyone, This month's Virtual Classroom Training (VCRT) is for Zoho Desk users in APAC and India. Zoho Desk offers an expert-led 4-day Virtual Classroom Training (VCRT). The training covers configurations, automations, and ways to streamline ZohoUI for requestor
can you assist me on how to access as requeDeleting unwanted ticket replies
Hello, In a Zoho Desk Ticket thread, sometimes one of the recipients has auto-reply activated. This creates a new message in the Ticket thread that not only pollutes the thread, but most importantly cannot be replied properly because usually auto-replyIntroducing 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-childUsing workflows to automatically set classification of new tickets
Hello, I am trying to use a workflow to set a classification for a new ticket that is created via an email coming into my desk department. The workflow is working fine if I create a ticket from within desk, however if a ticket is emailed in then thisThe Customer Happiness REST API is broken
1. We are unable to extract the customerHappiness ( https://desk.zoho.com/DeskAPIDocument#CustomerHappiness#CustomerHappiness_ListallcustomerHappiness) object using the ticketNumber criteria. We keep getting HTTP 429 even when we limit to 60 calls perEliminate duplicate tickets in one department using Email Deduplication
Hello everyone, A department can have multiple email addresses designed for different purposes for example, support@zpad.com and help@zpad.com. When a customer sends an email or thread response to both addresses, or includes both in the To, CC, or BCCKnowledge base permissions for agents
Hello, I haven't quite figured out what the agent access for the Desk Helpcenter portal is for. Agents can log in to Desk as usual and view, use, etc. everything in the familiar environment. Why should they use the portal? I just don't understand it.Ask the Experts 32: Managing Privacy, Security, and Data Administration in Zoho Desk
Hello everyone, As organizations increasingly rely on AI, machine learning, and automation, there are pressing questions around privacy, security, and data governance. Every customer interaction involves sensitive business information, whether it's troubleshootingShared Snippets Everyone
Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippetsAdd Comment workflow action delayed by 1–2 minutes in Zoho Desk
Hello Zoho Support team, We are experiencing an issue with a workflow in Zoho Desk. The workflow is triggered when the Quote ID field is updated and performs two actions: A standard Field Update An Add Comment custom action When the Quote ID field isPRIVATE THREAD
Whenever I want to reply to a thread, I see 'Send-private thread'. what does it mean please?onboarding and status as active
I have onboarded the employee however she hasnt received the invitation and im not able to chnage the status to activeBuilding Extensions #3: Setting up the development environment and building extensions for Zoho Desk
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Welcome back, Developers! With our previous post on the basics of extensions and the scope of building them,Create a Time Tracking Report
Can someone give the steps for creating a report that tracks agents time (hours/minutes) spent on tickets. Under the customize option, I can not find any fields for hours/minutes spent on a ticket.The data is invalid due to validation restrictions
I have been making use of the information highlighted here. However, I keep getting the following error: Request not successful. Response code : 422 Response : {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":[{"fieldName":"/contactId","errorType":"invalid","errorMessage":""}]}Deluge Statement not updating the ticket comments
I am trying to concatenate fields values in the zoho desk ticket into a single summary comment in the ticket so that we can copy and paste this into a partner system to escalate cases. The script saves and says it runs successfully when you give it aRadar App for Zoho Desk: New Features to Run Your Help Desk From Anywhere
Radar has always given you the most critical parts of your help desk, wherever you are. And it's always done it the same way: fast, and built for the kind of decisions that can't wait. This update brings more of Zoho Desk into that experience. Contacts,Customer Happiness Rating
Could you please clarify how Customer Happiness Rating works in Zoho Desk when we have multiple departments, each representing a different client with separate email addresses? We need to ensure that Customer Happiness/CSAT information from one clientHow to show product cards in your chatbot
Hey everyone, If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick. There will be no images, no specs,argent
Jeff | Zoho Desk mentioned you in a comment on a community topic can you seee this isue?Workflows being applied and the Large unwanted popup
When a workflow is being applied do to an action, then the Agent is left with a large Window asking if they would like the see the changes this workflow did. Is there any way to disable this prompt from appearing?Turn off workflow Applied pop-up
hi We are new to Desk. I have a rule to set to "waiting for customer" when agent sends reply. This comes up every time. How to i turn off? Or am i seeing as admin.Make your IM workflows smarter: Automate sessions and personalize responses
There are two simple ways to make IM workflows more efficient: automate how sessions are handled and personalize how agents communicate. Here's a look at both. 1. Automate IM session updates with the API The Update an IM Session API lets you update sessionWhat’s New in IM: Shared Phone Number and 1,000 Templates
Instant Messaging continues to evolve in Zoho Desk, giving teams more flexibility in how they manage WhatsApp conversations and messaging workflows. Here are two capabilities worth exploring. 1. Manage WhatsApp conversations across Zoho services usingNext Page
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Conditional branching in Zoho Desk with Automation Studio
Hello everyone, We are introducing conditional branching that will allow businesses to manage complex, multi-condition workflows for customer service processes using Automation Studio. The primary goal is to create multi-branched logic in a single rule.Master Zoho Desk through the Virtual Classroom Training (VCRT)
Hello Everyone, This month's Virtual Classroom Training (VCRT) is for Zoho Desk users in APAC and India. Zoho Desk offers an expert-led 4-day Virtual Classroom Training (VCRT). The training covers configurations, automations, and ways to streamline ZohoIntroducing 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-childEliminate duplicate tickets in one department using Email Deduplication
Hello everyone, A department can have multiple email addresses designed for different purposes for example, support@zpad.com and help@zpad.com. When a customer sends an email or thread response to both addresses, or includes both in the To, CC, or BCCAsk the Experts 32: Managing Privacy, Security, and Data Administration in Zoho Desk
Hello everyone, As organizations increasingly rely on AI, machine learning, and automation, there are pressing questions around privacy, security, and data governance. Every customer interaction involves sensitive business information, whether it's troubleshooting
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Ask the Experts 32: Managing Privacy, Security, and Data Administration in Zoho Desk
Hello everyone, As organizations increasingly rely on AI, machine learning, and automation, there are pressing questions around privacy, security, and data governance. Every customer interaction involves sensitive business information, whether it's troubleshootingzoho desk
Hello, Did Zoho Desk have any issues today? Are tickets coming in late? I have an email account linked, and messages seem to be arriving with a delay—some email threads aren't coming through completely, and so on.Zoho Desk API modifiedTimeRange returns HTTP 500 around 2026-03-08T02:00:00.000Z
Hello Zoho Support Team, We are experiencing a reproducible HTTP 500 Internal Server Error when querying the Zoho Desk API search endpoint with a specific modifiedTimeRange boundary. ### API Endpoint GET /api/v1/tickets/search ### Reproduction Steps &Unable to view existing or create new WhatsApp IM templates on Zoho Desk
Hi there, Is there a issue with WhatsApp templates in Zoho Desk currently [17 Aug 2026]? I am unable to view existing or create new WhatsApp IM templates. It's saying "Oops, something went wrong. Please try again later."Deluge Statement not updating the ticket comments
I am trying to concatenate fields values in the zoho desk ticket into a single summary comment in the ticket so that we can copy and paste this into a partner system to escalate cases. The script saves and says it runs successfully when you give it a
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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 readyZoho 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 keynote2024 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 emailWhatsApp 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 PlatformUsing Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about
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