Using Direct Assignment Automation for Keywords in Tickets
Hello, I'm trying to use the Direct Assignment automation to move a ticket from one department to a different one based on a keyword found in the tickets subject OR description. SAMPLE: Ticket Create (Checked) Ticket coming to - Dept A Criteria - Subject contains keyword OR Description contains keyword Move Ticket to - Dept B Assign Ticket To - Unassigned I saved and tested this by sending emails to Dept A using the keywords, but it keeps sending it straight to Dept A. Am I doing something wrongSuccessfully Changed Customer's Ticket Status on Help Center Portal
in the Zoho Desk Help Center Customization I entered the following CSS Code to change the color of each ticket so the customer can easily determine the status of the ticket: /* Change Made - Already Working */ .Badge__badge.change_made { background-color:Workflow isnt execute when record is created via sync with Desk
Hi, as in subject, why executing workflow doesn`t work when someone new sent mail to Zoho Desk and via integration email address is created as Contact in CRM?Closing multiple ticket in Zoho Desk
Good day! Im trying to close a multiple ticket. For example: When Ticket #3 is received. Ticket #1, #2, and #3 will automatically close. Can anyone help? Thank you!How to Assign Tickets Based on the "To" Address in Zoho Desk
Hi everyone, I have multiple support email addresses forwarding incoming messages to Zoho Desk, where tickets are automatically created. I would like to assign tickets to specific agents based on the original "To" address that received the email. However,Finding text within a ticket: Expand All or Search this Ticket
The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allowsFirst Assigned Time
How to add "First Assigned Time" in reportAuto assignment of tickets to an agent in Zoho Desk based on Account owner in Zoho CRM
Hello everyone! I have written a custom function in Zoho Desk to automatically assign a ticket to an agent in Zoho Desk based on the account owner in Zoho CRM when a new ticket is created in Zoho Desk. I hope this helps who need it. You must create aZOHO DESK link with Power BI
HI, I am using ZOHO Desk for last two years and now my client is asking to integrate ZOHO desk data to Power BI so that they can use Data for reporting. Kindly guide in details so that i can give access to ZOHO desk export data for more visibility.Custom Buttons
Is there any way to create a "Custom Button" that would initiate a workflow, or call a custom function, preferably directly from a ticket? In Zoho CRM records can have custom links and buttons that make outside integrations relatively simple.Is there a way for a custom function to trigger a custom made email alert?
Hi Zoho Team, We have currently maxed out our 30 workflows in one of our department and we are trying to find ways to make it more efficient. We usually use our workflows to send automated email notifications per team leader for approval of tickets. IsBetter Control over Team Ordering and Display
Two feature requests for Zoho Desk team drop downs: The ability to change the order of teams, currently it's not in alphabetical order, which is confusing. I'm thinking a manual ordering via number or drag and drop, alphabetical order, and creation orderZOHO DESK
I use Outlook Exchange to receive emails and want to forward them to Zoho Desk for better management. Additionally, I want to reply to emails in Zoho Desk and have them sent to customers via Outlook Exchange, but I don’t know how to configure it.An error occurred while uploading the attachment.
From the image below, attaching files is not possible via the website but is supported through the Mobile App.Zoho Desk - Delete an email conversation
When using Zoho support desk I see an option to delete and edit conversations that are comments, BUT if the conversation was automatically added as a conversation from an email, then the option to delete it seems not to be available. Is there a way toShowing JIRA fields in Zoho
Hi Zoho Support, We're currently working on an integration between Zoho Desk and our JIRA projects. What we want to do is to show certain JIRA Custom Fields in Zoho when creating a JIRA issue from within a Zoho ticket. In this thread I found a commentNot able to filter anymore
Hi, We're not able to filter anymore. Does anyone else also have this problem?Edit 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-importantAuto populate email field
Hello everyone, I would like to ask how can I configure the following scenario: - When I need to send a communication to a client using Zoho Desk - I would like to automatically fill in the field "To" , "cc" , "subject" based on the chosen client - eachIntroducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk
Hello everyone, Note: We have updated this announcement on 13th March 2025. As of 7th March 2025, the following name changes are made with respect to Zia. Zia GenAI is updated as Zia Zia Powered by GPT is updated as Generative AI Native Generative AIIssue with JWT Token in ZohoDesk Webhook GET Request (While setting up new webhook)
Hi Team, We have set up an endpoint on our application to receive webhooks from ZohoDesk. For security reasons, we expect a JWT token from ZohoDesk to authenticate the request. However, we noticed that while setting up a new webhook and doing the testIs it possible to require a field in the Help Center but not for an Agent?
It's nice to have required fields in the Help Center, but if a client submits an email directly, I don't want those fields to be required because making any change means each required field needs to be filled in, and we won't necessarily have the info.Parent-Child ticketing upgrades for better efficiency and context
Hello All, The parent-child ticketing system in Desk helps the customer service team resolve related issues faster and more efficiently. We're excited to introduce some new enhancements to this system. Perform updates on multiple child tickets at onceZoho Desk Workflows & Notifications
Did something recently change with how Notifications and Workflows work? Up until last week, all of my workflows and alerts that have been setup are being completely ignored. I've had a workflow setup to alert my agents and my customers when a ticketZoho Desk KB article embedded on another site.
We embed KB articles from Zoho Desk on another site (our application). When opening the article in a new tab, there is no issue, but if we choose lightbox, we are getting an error "To protect your security, help.ourdomain.com will not allow Firefox toWhy are Deals from ZOHO CRM not synced to ZOHO Desk?
We are working with Deals in ZOHO CRM to register new assignments from our clients. I would like to service the execution of these Deals via ZOHO Desk, but apparently ZOHO Desk does not automatically show the Deals connected to Clients as registered inAllow Validation Logic to Prevent Merging Specific Tickets
Is there a way to add a validation to the "Merge" process such that if one of the tickets being merged meets a specific criteria, the system prevents the merge? We have run into issues where a team member merged a ticket that clearly should not have beenAdd Undo Option to Knowledge Base Editor
Unsure if this has already been brought up, but can we add an "undo" option to the Knowledge Base article editor? CTRL+Z deletes the entire article and going through every single draft of an autosave to find the version before something went wrong canNotification sender email is coming from Zoho, not from my domain
Hello, I have Zoho Desk configured to use "From address" as my domain support email i.e. support@ mydomain.com (email is verified) , we send automatic notification to contact (customer) when they submit a new ticket. Yet the notification email is sentCaller Queue in Zoho Desk with Twilio
Hi Zoho Support, I have setup Twilio in Zoho Desk and everything is working well, except the caller queue. If two people call at the same time, and an agent is speaking with one caller, and a second caller is waiting in the queue, how does the agent switchHow to Prevent Guided Conversations from Restarting After Completion?
Hi all, I have built a Guided Conversations (GC) bot that asks clients a series of initial questions, such as their name and the service they are interested in. Once the conversation is completed, I want the bot to stop and assign the conversation toDue Date within Business Hours
I have automated rules for Due Date based on a ticket's urgency, which can be 1 hour, 4 hours, or 24 hours. However, I would like the ticket closure time to consider only business hours. For example, a priority 1 ticket (1-hour SLA) received after businessAuto Reply on Zoho Desk
Can we set an Auto Respond to every email that Zoho Desk receives? Is there a way that any of the information in the original email can be pulled through to that reply? Like a mail merge?How do you send an email to a customer from Zoho Desk?
I have pulled up a customer record and I click the email icon and the email address, nothing happens.... Email attached of where I am. Is there a different way to send an email?"Snippet" when responding to a ticket
I see the new 'Snippet' feature when I am responding to a ticket. This can be very beneficial as currently we use our own Outlook to respond back to a lot of tickets, because we have predefined responses saved as Signature files. I understand how we createClient Can't View Ticket
Hi, I created a ticket for my Client since he had an issue. I added him as a Contact as well. My client got a notification in his email that the ticket has been created. When he went to view the ticket on his desktop, the screen was blank. He then viewedQueues Management ?
I need to assign the new requirements equally between my support agents. How I can configure this feature in Zoho? ThanksImplement 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?What does "Tickets for Review" do?
What is the purpose of the va nilla view " Tickets for Review?"Round robin not processing backlog tickets
We set up a round-robin for one of our departments which initially worked, but something seems to have broken during the 'tweaking' process as it will no longer assign backlogged tickets of any kind. (I've included images of the settings.) Based on theNext Page
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Announcements
Playground: An exclusive test environment to analyze Field Prediction accuracy
Hello everyone, We are introducing Playground: an exclusive proactive testing environment for businesses to analyze Zia's prediction accuracy. This allows admins and agents to: Run predictions on actual tickets or specific content for realistic test conditions.New features and improvements in Desk's integration with Zia powered by GPT
Hi everyone, We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancementsPerform custom actions from the Ticket interface using Buttons
Hello everyone, We have introduced an option to add Buttons to the tickets, which will facilitate direct access to other applications, websites, allows execution of custom workflows, and more. Accessibility and visibility of buttons The buttons can beCross-department Parent-Child ticketing for faster and efficient ticket resolution
Hello everyone, Organizations frequently need to have multiple departments set up in their customer service ticketing system. However, when a customer raises an issue or an internal process that requires agents to collaborate with their peers, a lackSimplify ticket replies with intelligent writing and content analysis tools
Introducing a smarter, faster way to handle ticket responses with generative AI-powered capabilities, now available in the ticket detail view. These enhancements are designed to reduce agent effort, improve clarity, and elevate the overall support experience.
Most Discussed Topics
Deactivate Desk Contact without Deleting Contat
We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep theirContacts with most tickets? Alarm for multiple tickets?
Is it possible to see through the analytics/reports which contacts are creating the most tickets (not the most discussed ones)? Also, is there a way to set up a notification if a contact creates multiple tickets within a certain time frame?Customising Help Center
Hi I don't think it is possible to add custom pages to help center? We'd like to use this as a customer portal with support tickets, FAQ/Guides, Billing and contracts. Is there any plans to add a feature like this or an alternative way to do it otherSupervisor Rules - Zoho Desk
Hi, I have set up a Supervisor Rule in Zoho Desk to send an email alert when a ticket has been on hold for 48 hours. Is there a way to change it so that the alert only sends once and not on an hourly basis? Thank you LauraZoho Desk: Ticket Owner Agents vs Teams
Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents and
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Sticky Posts
Using 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 aboutEdit 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-importantWebinar 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, Green2024 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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