Customize 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, GreenDomain Mapping issue in ZOHO Desk
Dear All Our Domain is Controldesksolutions.com .We are trying to do domain mapping and its asking for add CNAME entry in DNS site . we have already add CNAME to our hosting site . and add subdomain support.controldesksolutions.com but we want to mapCreating a ticket without selecting a contact
Hi, Is it possible to create a ticket without selecting a contact? If no, why is it required?Boost Efficiency in Your Tickets Module with Zoho Desk Extensions
Hello Everyone! This week, we shall explore how extensions can bring about magical moments to your Zoho Desk Tickets module. ZylkerProperties is a leading real estate firm specializing in land development, office spaces, and extensive infrastructure forTicket's reply via email
Is it possible to reply a ticket via email instead of entering the ticket system ? ThanksCannot create KB articles in Desk Sandbox
I would like to test some knowledge base help center organization in the sandbox test environment. I can not add any articles because I cannot add any categories nor publish any articles in sandbox mode. When I attempt to create a category I get a noticeCan we edit the system field label in Zoho desk
Hi Team, We were evaluating Zoho desk for the internal query ticket handling tool. Some of the field names are misleading. So how can we rename the field label name atleast. Contact name to Requester name Ticket owner to Agent NameInitialize ticket ID value
Hello, I have a question: Could I initialize the ticket ID to a value? For example: "2014001" Best Regards.Custom Ticket ID format in Zoho Desk
Hi @Ash | Zoho Desk , I just saw your response on this ticket https://help.zoho.com/portal/en/community/topic/custom-ticket-number-16-2-2018 regarding custom ticket id configuration in Zoho Desk but couldn't find same settings in my Desk accountCustom Ticket Number
Is it possible to set the ticket number to start from a custom value? For example we did trial testing and used ticket numbers #101 - #115. Would it be possible to roll out the program to the rest of our employees with ticket #1001?Custom Ticket ID's
I would like the functionality to create custom ticket ID's within Zoho Desk. This would come in handy for sureLooking for best practices with regards to the formatting of articles
We are very much struggling with the formatting of articles. Ideally we document everything in-house and then upload those documents to Zoho Desk Help Center or copy-paste the text into the editor, but bold text no longer looks bold; format of headings disappear, etc. Please share any best practices so the style of our documentation stays consistent, and we don't loose too much time on all of this. Also wondering how you easily export articles into one bundle, to turn into a user guide or sth? Thanks!Changing Contact associated with ticket
Hello, we have been using Zoho for about a month now. We have our support email set up, but customer are still frequently messaging our sales reps for assistance instead of our support Zoho email. Our sales reps forward the emails into the Zoho supportNotification that a ticket has been assigned to an agent?
Is there a setting for a notification for the user that their ticket has been assigned to an agent? I know that there is a email notification that goes back to the user when their ticket is submitted, but is there also one (or a way to create one) thatIncluding Moved Tickets in Department Report
Hi, All the tickets we receive comes through one department and then they re-assign the tickets to the other relevant departments. Is there a way to include all tickets that have been received to the main department in a report including the ones thatAutocreating many Tickets, if client sends autoreply
Hi, with subscription the invoices are automatically sent monthly. When the bill recipient is not in the office, the people often have an autoreply set in their email program. As a result, Zoho Desk is constantly creating e-mails as new tickets. The ticketRequest for Assistance with 3rd Party API Returning 500 Internal Server Error
Hello everyone, I'm encountering a persistent issue with Woocommerce Rest API that I am integrating into my application. Whenever I make a request to the API, I receive a 500 Internal Server Error response. I've checked the following: Verified the endpointIntroducing Cliq Notifications for the Activities modules
Hello everyone, The Zoho Desk - Zoho Cliq integration allows agents to get instant notifications when various actions are performed on a ticket, for example when a ticket is created, when the status is changed, a ticket is escalated, and so on throughHow to manage emails, Outlook and ticket
Hi, We are using Outlook for our support@ email, and I want to move to Zoho Desk. We receive many emails, some automated, some from customers, and some calendar appointments. I guess we need to get used to utilizing Zoho Desk as our main email client,Don't allow agents to remove Happiness Rating
We have Happiness ratings turned on for every reply since we don't send out a separate notification for closed tickets. Some agents have realized they can just delete the rating widget from their message when they are sending out a reply to a customer.Upcoming Webinar on Validation Rules in Zoho Desk
Hi everyone, We are excited to announce a webinar dedicated to helping you master the validation rules in Zoho Desk. This webinar is scheduled to provide you with the insights and knowledge you need to effectively use validation rules to maintain dataZoho Desk's Instant Messaging Update | Connect with customers via WhatsApp from the Tickets module
Hello All, We are excited to announce an enhancement for the Instant Messaging module: you can now send outbound WhatsApp messages to your customers from Desk's Ticket module. Outbound WhatsApp messages can be sent to one or more recipients' mobile devices,Introducing accessibility personas for an inclusive Zoho Desk experience
Dear Zoho Desk users, As part of our ongoing effort to make our platform accessible and user friendly to people from all walks of life, we have taken another step in alignment with the Web Content Accessibility Guidelines (WCAG) to provide a positiveAgent image not showing up in Desk
Hi, the image of the Agent is not showing up in Zoho desk to the users, see screenshot. Although, there is an image added to the agents profile the privacy setting for the profile image is set to "everyone" under account settings. See screenshots attached.Disable old contacts
Hi :) I would like to mark old contacts as obsolete that are no longer employed by the corresponding company or similar. It is not spam and I do not want to delete the contacts/tickets as they might contain valuable information. I don't want users toSend an email to a specific ticket
Based on an option we had in a different system - we could generate an email address that's specific to a particular ticket, so when we send an email with this address in BCC, the message also pops up in that ticket. The issue is that Zoho doesn't supportFlexible Holiday Configuration in Zoho Desk
Dear Zoho Desk Support, We are writing to request an enhancement to the holiday management feature within Zoho Desk. Currently, holidays can only be configured as full-day events. While this is suitable for many occasions, it limits flexibility in managingHow do I setup receiving a notification when a new ticket is created?
I have the free edition of Zoho Desk, and want to receive an email every time a contact/user submits a ticket.How to add subAccount in the account
How to add account into account e.g Tata Group Master account Tata Trust Child Account Tata consultancy Child Account Tata Infra Child Account and then i should be able to add contact with any of the accountsTemplate and Text formatting in Ticket Resolution
Hi, is in Zoho Desk the possibility to create and use templates for the resolution field and/or is there a way to format the text in the ticket resolution box? Thanks in advance. BR[Channel Integration] Unable to sync with External Service
Recently I tried to do channel integration, the pack was created, uploaded to sigma and installed in zoho desk. I was able to created ticket and thread as well using this endpoint: https://desk.zoho.com/api/v1/channels/{installation_id}/import The issueI have created the CNAME record, but it is not working
I have tried different methods, but nothing works. I have ensured the configuration is correct countless times, but it still does not work. I have tried doing an nslookup, and it does redirect, but when I try to ping, it does not reach the destination.Auto Close a ticket
Good day, I am looking for a way to close a ticket if there is no response from the customer for more than x hours. I have read various posts about supervision rules, but none fit the ultimate goal. The idea would be to create a rule. If a ticket is inIs there a listing of special characters that not allowed in picklists
Is there a list of which characters are classified as "reserved" or "special" that are not allowed in picklists?Change the predefined email adress for answering tickets in Zoho Desk
How can we change the predefined email adress for answering tickets in Zoho Desk? How can we asign different email adresses to diferent groups of Agents? Is it possible to autoselect the predefined email adress depending on a particular field of theCommunity Forum
How can I create an announcement ?Create an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand forPersistent "Always Offline" Issue with Zoho Desk
Our team has been experiencing persistent "Always Offline" status, which is severely impacting our ability to serve our customers effectively. We need your assistance in resolving this problem. Could you please: Investigate the root cause of this "AlwaysOverloaded Notification Center?
I'm the administrator of Zoho Desk, so all the rules involving connections, scripts and activities are on me. For example, adding a comment in a workflow results in it being under my name in that ticket. Is that why I keep getting notifications on ticketsBlock certain emails from creating tickets
Hi there! We get a lot of tickets into Zoho desk from people emailing our support email that feeds into Zoho. We have created some 3rd party accounts using our support email and we get notification emails from these accounts. These emails create tickets.Next Page
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Announcements
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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