Edit Department notification "To" properties
I'm looking to edit the Department notification that alerts all agents of a given department when a ticket is moved to their department. Rather than notify all agents, I'd like to only alert the Support Administrator(s) of the receiving department. IsZoho Deluge Help - Search Records on custom field value
I have created a function that searches for tasks on Zoho Desk based on a custom field. When executing the code, it fails with the following: {"errorCode":"UNPROCESSABLE_ENTITY","message":"Extra query parameter 'cf_ticket_scheduled_date' is present inZOHO DESK guided conversation responses
Hi I have been using a block with customer rating for our whatsapp integration. It works, customers can rate us... But what can I do with those ratings? Is there any way to link it to the actual customer satisfaction module? Or is there any way to haveGetting a notification when a new article is being posted on KB (Knowledge base)
Hello Community. I've been using Desk for some weeks now (with great pleasure ;-) ). I've been asked by my people if it was possible to get an email notification when a new article is being posted in the KB. Is that possible ? I don't see an option. ThanksBuilding Extensions #5: Configuration setup while building extensions - Part 1
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. With our series of posts so far, we have introduced you to our development environment setup (Sigma) to buildGuided Conversations: A catch up on self-service
From ordering food by scanning a QR code to booking an appointment at the doctor's office without having to talk to anyone, we all appreciate being able to get things done independently. This is why it's an unspoken requirement to make customer serviceInitiate meetings from the Tickets interface using Zoho Meeting extension
Hi everyone! With the new integration between Zoho Meeting and Zoho Desk, you can now easily schedule and initiate meetings directly within the ticketing interface, without the hassle of switching between different platforms. This integration empowersTicket/email attachment automation
Is it possible for a ticket to grab any attachments included in the email chain(s) and add them as ticket attachments? Or at least is there a better work-around than saving attachments to a workstation and then uploading them to the ticket? What is the best workflow others have found to include files sent to and from clients in tickets?Export blueprint as a high-resolution PDF or image file
This would be a good feature for organizations that want to share the blueprint process with their employees but don't want them to have access to the blueprint in the system settings. At the moment all that users can do is screenshot the blueprint orExporting to a new Zohodesk
We need to do a data migration from our ZohoDesk to our client's ZohoDesk so they will get the emails, threads, and comments + chats that were populated from SalesIQ. How can we do this seamlessly?Undo article like/dislike
It seems to be not possible to undo your like/dislike for an article. Would be great if you can. Kind regards, HelenCustom Function to Update Ticket based on Subject of Ticket
This may be pretty simple but I'm having issues with getting a custom function to fill out custom fields based on the subject of a ticket and not the body of a ticket. Basically we need to fill in the PO number and Item ID custom fields, both of thisZoho - Please explain difference between Thread view and Conversation view on Ticket
I have reviewed the help document here but am still not clear on the difference between the two views. As an example, I just had a back and forth on a ticket: - Customer emails support email. - I email back from Desk. - Customer responds back. - I email back from Desk. On the upper left drop down box on the ticket Zoho Desk now says this is "4 Threads" and "4 Conversations" . How is that 4 threads?? By my count it is 1 thread and 4 conversations (assuming by "conversation" Zoho means number of totalOnline agents aren’t appearing online in Headquarters
We’re having an issue with agents setting their status to Online, and it usually sticks for a few minutes, sometimes a couple hours, but suddenly the round robin assignment stops assigning tickets. When this happens, I check the Headquarters page andSlow Ticket Creation
Good Morning, We have 2 emails for Zoho desk support@ and logistics@ we are finding the logistics@ email keeps getting delayed tickets. Had a ticket time stamped 8:15 am but did not show up in Zoho Desk until 9:49 AM This is the second time we have hadCloning functionality - workflows, SLA and views and more....
Hi team, There a many time consuming tasks and action in Zoho Desk that could be easily and dramatically improved with a clone functionality. Is there any feature in the roadmap on this at all? Kind regards, Hasna Ben-Haddou Customer Experience MaLive 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 toolsHow to Calculate Ticket count?
Dear ZohoSupport, We have SLA model like this; Customers can open ticket releated to their SLA packet, and SLA packet says that, for example this customer can open 30 tickets for 1 year, Customer has opened 10 ticket then we want to see that, "This customerFeature Request: Re-order Tasks
The ability to re-order tasks once they have been created will be incredibly useful, rather than the tasks being ordered only by the time they were created.custom modules export/import
I have created custom modules in Zoho Desk. I would like to double-check that custom modules cannot use the export/import function? I cannot find my modules option in the options.Field Dependencies - Controlling child field display order
Hello, I have two drop down fields on the Help Center ticket form and use a Field Dependency on the parent field, to control the child field contents. Initially, I assumed the child options I selected would just be displayed in the order I had them sortedView On list for client?
Hi Newbie here investigating Zoho for our business. Is there a way to have a "view only" display for our customers to see a list of their current tickets? I am basically looking for a way to be able to report back to clients what the remaining Open ticketsDesk doesn't work
We're experiencing problems with Zoho Desk. Tickets load very slow or show an error page. We're also unable to perform actions such as assigning an agent and other fields, and replying on a ticket also doesn't work. Can someone have a look at this pNot able to generate OAuth token. Says Invalid redirect Uri.
I have been trying to generate the oauth token to make an API Call for using my ticketing system remotely from 3rd party. I am following all the steps thoroughly but still not able to generate the oauth token. Firstly I made the Authorization RequestZoho Desk is down
Hello, It looks like Zoho Desk is down (not loading). See screenshot below for reference.Something went wrong while loading your Ticket columns
Zoho Desk is not loading for my company trying here as I keep getting the voicemail off the phone support and no reply to my email ticket yet.Delayed messages
Hi everybody! I am testing Zoho desk under live conditions and I've noticed that messages somtimes are delayed for quite some time. While google mail forwards them without a problem, Zoho desk often seems to process them with quite some delay. (ExampleTelephony external id in Zoho Desk
Hi, We are looking for a way to get the external telephony id in ZohoDesk. I see that Zoho CRM already has this feature: https://help.zoho.com/portal/en/community/topic/telephony-external-id-field-added-in-crm But my customer doesn't use crm. Only ZohoDesk.users unable to view own tickets in help center
Hi, I am testing the self service help center in Zoho Desk. When user is logged in they have a button for submitting new tickets, but once the ticket is created there seems no way to see the ticket from the customer portal. I am always taken to theZoHo Support | Duplicate Ticket Detection
Hello, Is there any way Zoho can "read / detect" an already assigned ticket number in the subject header or body of the email? Example: Ticket [## 19662 ##] **URGENT** Ocean Quote - Normagroup Now, when someone who was in copy replies to this email or an RE: gets placed in the front of the email automatically via outlook, our system creates an entirely NEW ticket which is then prompting us to search our tickets for "similar tickets" to then merge them... We're spending a TON of time merging and atIncluding Signature while creating a ticket in Zoho Desk
Hello, Is it possible to include the signature during the creation of the ticket? We have to copy the signature ourselves all the time! Thank youAPI Scope for Layouts?
I added several lookup fields in zoho desk that seem to exist in the modules but they aren't appearing under Modules & Fields. I assumed some of the functionality might be broken, so I wanted to investigate the layouts with the API. When accessing desk.zoho.com/api/v1/layouts?module=ticketHow to avoid reopening of tickets on customer response.
Hello, I dont want a closed ticket to be reopened when the customer replies on it. Please help me to avoid this. Thank You.Create email template for all department
Our objective: To utilize the same wording for all departments Currently: We have to individually edit each department's email template Question: Is there any easier way to edit email templates for all department?Zoho Voice integration with Zoho Desk
Dear Desk team, I know that Zoho Voice has just been released but would like to ask this question as a few of my Desk clients would really be interested in this. Is a Zoho Desk integration with Zoho Voice on the roadmap? If yes, any information aboutMerge Contacts API Error
I want to use the Zoho Desk API to merge duplicated contacts. I wrote the following Deluge function to do this: merge_contacts_api_payloads = List(); merge_contacts_api_payloads.insert({'ids':{'842454000000989001','842454000002232455'},'source':{'firstName':'842454000000989001','lastName':'842454000000989001','email':'842454000000989001','secondaryEmail':'842454000000989001','accountId':'842454000000989001','twitter':'842454000000989001','facebook':'842454000000989001','phone':'842454000000989001','mobile':'842454000000989001','type':'842454000000989001','title':'842454000000989001','street':'842454000000989001','city':'842454000000989001','state':'842454000000989001','zip':'842454000000989001','country':'842454000000989001','description':'842454000000989001'}});Can't export all ticket from day1
Hello All, I had challenges when want to export all the tickets on the Zoho desk, the showing data was only around 365, and my work here wanted to export all of the tickets created on the Zoho desk it's around 5000 - 6000 tickets. FYI: I have tried fromWhat does the Email online/offline toggle do?
Can you explain what the Email online/offline toggle is for and does under a gents profile?Round Robin: Incoming tickets when agent queues are full
Hi, We were testing Round Robin and noticed the following: If a ticket comes in and every agent's queue is full (i.e. their number of open tickets is equal to the threshold value), then the ticket remains unassigned. When an agent's queue opens up, theTicket default footer
It seems that the default footer in the ticket replies is "How would you rate our customer service?" I assume this is customizable but I can't figure out howNext 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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