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 traditionalSend 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 appendingIntroducing 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 Support Portal
Hi, As I am dealing with and waiting for help with a serious Zoho Mail issue, I tried to submit requests and manage my requests by logging into the Customer Support Portal, but it keeps saying that I do not have a valid email address and cannot login.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 inHow 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.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 andNeed help setting up automated customer reminder sequence for tickets awaiting customer reply
Hello Zoho Desk Community, I am trying to set up an automated reminder and closure process in Zoho Desk for tickets where our team is waiting on the customer to respond. We have a ticket status called: Open -- Awaiting Reply The intended workflow is:Automation #6 - Prevent Re-opening of Closed Tickets
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Typically when a customer submitsCustom 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 ascendingDashboards for Customers
Is it possible to build dashboards for each customers in the community for their tickets?[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 editZoho 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 &GEO and Zoho Desk
Has anyone done anything with GEO (generative engine optimization) and zoho desk KB? Are there any plans from Zoho on adding the ability in inject GEO scripts in KB Articles?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 thatHow do i move multiple tickets to a different department?
Hello, i have several tickets that have been assigned to the wrong department. I am talking about hundreds of automatically generated ones that come from a separate system. How can i select them all at once to move them to another department in one go? I can select them in "unsassigned open tickets view" but i can't find a "move to another department" option. I also can't seem to assign multiple tickets to the same agent in that same view. Could somebody advice?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 inHow 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?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-replyUsing 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.Next Page
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Zoho Desk training for administrators in EU and US region
Hello Everyone, Get ready for the certified Virtual Classroom training for our Zoho Desk users in Europe and the US. Our in-house Zoho Desk expert, @Dheeraj | Zoho Desk, will conduct the virtual classroom training. This training focuses on simplifyingReach 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 readyBehind a great customer experience is a team
Hi everyone, October is here, and the first week marks the Customer service week. Each year, we thank our customer service professionals. Service professionals are all around us, even in our own workplaces: They handle essential administrative work likeWhatsApp 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 chargesAsk the Experts 33: Ticketing in Zoho Desk
Every customer interaction begins through one of these channels: email or a phone call, a web form, an instant message, a social media, or a visit to your self-service portal. Bringing these interactions together and managing them in the right context
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Ask the Experts 33: Ticketing in Zoho Desk
Every customer interaction begins through one of these channels: email or a phone call, a web form, an instant message, a social media, or a visit to your self-service portal. Bringing these interactions together and managing them in the right contextSupport 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 toEmail 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 stillSet department automatically for incoming calls
Is it possible, when receiving an incoming call through Zoho Desk (using Twilio integration), for the department to be auto-selected based on the phone line being called? Currently, we have to manually select the department from the dropdown menu whenAllow 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
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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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