Enhancement Request: Allow for AlphaNumeric Ticket Numbers per Department - Custom Ticket Number
Currently Ticket numbers in desk are purely numerical and increase sequentially regardless of which department a ticket is created in. I would like to suggest 2 enhancement requests: 1. Please allow for an AlphaNumeric Ticket Number: The ability to specifyRound Robin Assignment to Offline Agents
Hi guys, how come when im using this rule its still assigning tickets to agents who are offline and not working, Can i change this? Its sequenced assignment ThanksGranular Channel Notifications for Zoho Desk Activities in Zoho Cliq
Dear Zoho Support Team, We are writing to request an enhancement to the Zoho Desk - Zoho Cliq integration regarding channel notifications. Currently, channel notification settings are universal and cannot be customized based on department. Proposed Solution:Zoho Branding
How do you remove Powered by Zoho Desk branding from the knowledge base footer? This branding should be automatically removed for all paying customers on all platforms. I am not advertising your company on my documents, emails, etc.; I am promoting myZoho Desk - Max number of Webhooks
Hello, Is there any way to increase the number of webhooks available in Zoho Desk ? In Zoho One as in the different plans, the limit is10. If no option exists today, is there any plan to increase the limit please ? ThanksAutomation #2- Create recurring tickets using Schedules
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. Creating recurring tickets forEmail notifications to knowledge users
I need to notify users of knowledge by email that new articles have been published. The idea is that when a new document is published an email is automatically sent announcing it.Question about: Zoho Backup - Attachments (via download link)
Hi @all i wonder how exactly is it when you get a backup from Zoho Desk. The documentation says the following: So the file you download does not contain real files but only links to the files that are still stored at Zoho. What if I actually want to ownPermissions 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, whislt others have customized their columns in a way that due dates are not visible and not being respected. There needs to be control on this function in order to have a standard set of views and the ability to prevent users from performing customizationsSending Forms from Zoho Desk
We have a scenario where we create a ticket within Zoho Desk when an issue is reported to us. Currently the person that is assigned to investigate the issue would be contacted and then complete a form via a third party application we use which is thenMarketplace Extension - Zoho Desk Android update
Hello, Everyone! In the most recent Zoho Desk Android app update, we have extended the support for marketplace extensions in the following locations: Top Band (Navigation Drawer) Ticket Add/ Edit Form Ticket Sub Tab Ticket Details More Option Top BandIncentivizing Customer engagement in ZylkerShop
Hello Everyone! Welcome to the next series on ZylkerShop’s journey towards enhancing user experience on its Help Center portal. Last week, we explored how ZylkerShop managed onboarding users into its customer portal. This week, we shall see how ZylkerShopNotification Center - mention on ticket
We do not get notifications in the Notification Center in Zoho Desk when someone is mentioned in a ticket. I get an email, and I can see it in the Team Feed (which we don't really use). Is there a way to enable ticket mention notifications through NotificationRandom automated Customer Happiness survey
I don't want the survey to go to every customer every time I close a ticket for them. I also do not want the agent to decide when they will send the survey. I would like to set a random timing such as "no more than 2 surveys per day", or "send surveyCustom Field API Name Not Appearing in Zoho Desk JSON
Hello! I’m creating a custom function on Zoho Desk and i’ve been using the Zoho Desk API to fetch values from some custom fields i have on a ticket Layout. While fetching the values i noticed that i could not find the API Name of a specific custom fieldHow to Organize Pinned Comments in a Separate Section on Desk?
Hello! We are in the process of organizing tools with our team and noticed that, with the new Desk update, it is possible to pin ticket comments/responses. I have a question: is there a way to organize these comments/responses so that they don't appearZohoDesk Slow/Unresponsive
Hello all, My team and I are having issues using ZohoDesk since yesterday. For moments it turns so slow and unresponsive it's impossible to use. Is there an outage or some other issue ongoing? Please advise, as this is disrupting the workflow for theIssue email server (Belgium 21/08/24)
Hello, Is there an issue with the mail server?WhatsApp message Failed
I never faced this error before can someone explain to me why/how it happen?Error message when trying to open files/attachments (excel, pdf)
Hi, Some of my colleagues get the following error message when they try to open files/attachments in a ticket: {"errorCode":"INTERNAL_SERVER_ERROR","message":"An internal server error occurred while performing this operation."} How can we solve thisImage uploads in Zoho Desk not working
Hi everyone, We've been experiencing a new bug today. We can't paste in screenshots to our ticket replies anymore, and at the same time when we are trying to upload an image to the ticket through the text editor we always get an error message that states:Seeking Email Parsing Software for Work Orders Integration with Zoho Desk & Zoho FSM
Hi everyone, I manage a lot of my work orders via email, and I’m looking for an email parsing solution that can help streamline the process by automatically extracting data from emails and attachments. I use Zoho Desk and Zoho FSM to manage these workZoho Desk Ticket SLA Level
Hello, we have 2 levels of SLA escalation for our Tickets. Is there a way to display on the ticket information the level of SLA escalation the ticket currently on? I am aware that we can see in the ticket history the level of escalation that has beenNo puedo cargar imagenes en los ticket
Estimados, Su ayuda, ya que no puedo cargar imágenes en los correos y esto es una tarea diaria Añadir imagenPortal Login
Customer originally used his company email address but now no longer has access to that email. I have updated his CRM contact with the new email address but he is unable to login to the portal or do a password reset.Export Between Date Range
Is there a way to only include tickets created between two specific dates when exporting to a CSV?How to include original email as a quote in a Email Direct Reply in a Workflow (Helpdesk)
Hi. I have an automatic email with a couple placeholders, sent to the recipient stating what their ticket number is in a Workflow in Zoho Desk. What I would like to do is quote the original email they sent which triggers the workflow at the bottom ofUser Engagement: Seamless Help Center Onboarding
Hello Everyone! Welcome to a series exploring how ZylkerShop established its business through Zoho Desk's Help Center. ZylkerShop is an e-commerce platform serving household customers and businesses with a diverse range of products, including home appliances,Redact tickets in Desk
Is there a way to redact the information on tickets without deleting the ticket itself? For instance if personal information was contained in a ticket and we wanted to delete this permanently but without losing the history of the ticket, so analysis wouldTicket creation via forwarding by agent
In the past, one had to type: #original_sender sender@email.com as the first line in the email when forwarding a email to Zoho Desk to have the original sender be added as the ticket contact. Is that no longer a requirement?The Support Plan feature doesn't decrease the credits for all the tickets coming from our customers
We started using the support plan feature with the "Ticket-based" plan type. Unfortunately, Desk does not decrease the credits from the "support plan" based contracts as stated in the knowledgebase article. I'm trying to understand what's going wrongZoho Desk - Very slow (2024/08/19 @ 9:57am EST)
Could it be the new updates slowing the servers? Very slow with intermittent failure to connect all throughout DESK. Any update as to when this will be fixed?Fireside chat with Zoho Desk and LateShipment
Hello, customers! Zoho Desk's Marketplace contains over 300 extensions for various functions. LateShipment is one of our key marketplace technology partners for helping you manage deliveries effectively. With the Zoho Desk+Lateshipment integration, youGetting the thread details in "desk.ticket.thread.moreaction" widget
Hi all, I'm trying to build a widget which looks at a specific thread in a ticket. It's triggered by the user clicking the widget in the desk.ticket.thread.moreaction location. It stands to reason that since this is triggered from a specific thread, notAbility to clone workflow rules, supervise rules, blueprints, email templates, macros
When setting up Desk there is often a need to use similar workflow rules, supervise rules, blueprints, email templates, macros in the same department or in another department. It would make initial deployments and future changes faster if it was possibleHow can we disable the option to select a department when submitting a ticket on helpcenter?
We recently created a second department on our system, which caused some of our customers to select this department when submitting their tickets. We don't want our customers to be able to choose a department for ticket-submitting purposes. There is anTicket view screen
How do I see All tickets that are not closed??Can I create a ticket for a customer, but without notifying the customer
Hello, We have a few customers who prefer to call us. For certain reasons, we want to track their requests through tickets on Zoho Desk but do NOT want them to receive emails about the tickets getting created or opened or closed or anything. Is thatCopy Workflows between departments
I have workflows that I want to copy to different departments... is there a way to DUPLICATE or COPY a Workflow from one department to another?Default ticket template zoho desk
Hi. I've created a ticket template. However, when I want to manually create a new ticket, I need to select the specific ticket template first. How can I set this ticke template as default, so that I don't have to select it each time?Next Page
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Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?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 newAgents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:Zoho Desk app update - Reply via email option for IM tickets
Hello, everyone! We're excited to introduce the 'Reply via Email' option for IM tickets, in the latest version of the Zoho Desk Android(v2.7.4) and iOS(2.9.5) app update. You can now respond to IM-based tickets via email within the mobile app. This featureSpreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made
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Ask the Experts 16 :A 5-hour Live Q&A - Tackling Zoho Desk's Onboarding Challenges
Hello Everyone! The Ask The Experts series is back! The Zoho Desk Team is happy to announce the first Ask the Expert session of 2025, focusing on the Onboarding Challenges of Zoho Desk. What's in for you? Ask The Expert Series is a monthly online sessionMarking a Desk ticket as Unread after merge
We have a custom script that runs against every new ticket and auto-merges it with any existing ticket that matches our criteria. That works fine but there is no functionality that reverts the newly-updated ticket back to an "unread" state. I found theRe-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism
The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelistedTicket owner for desk ticket can't be set using Zapier "Create ticket" function.
I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if IArticles page into Moodle as an iframe
I would like to integrate my Zoho Desk articles page into Moodle as an iframe. My goal is to add it to the Moodle navigation and display the articles within a dedicated page without redirecting users outside Moodle. Could you please guide me on the best
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantLive 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 tools2024 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 email
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