Zoho Desk Search API
Hello, I came across some issues on accessing the Zoho desk search API. I have my scope of Desk.tickets.ALL,Desk.search.READ, I get an error on query though i already generated an access token and used it in my Authorization Bearer. { "errorCode": "SCOPE_MISMATCH",Improved customer invoicing in Zoho Desk
It would be great if the invoicing features were improved in Desk so multiple invoices could be generated at once. A support business using Zoho Desk would likely have many accounts. But generating invoices for multiple accounts doesn't seem to be anContacts not displayed alphabetically
Hi, so when I look at my customer list and I go to a specific letter, e.g. A, I get all the contacts who's first name starts with A. This is what I want. However, when I click the display all, they are shown in alphabetical order, but based on the lastCan a customer create a critical ticket by emailing?
Is there anyway a user can send an email to create a new ticket and force the priority to Critical? I did add a priority on my helpdesk called Critical. The only way i see to do this is by filling out the form but i am trying to avoid doing this forFilter time logs by date in Zoho Desk
It would be great if there was an option to filter time logs by date in Zoho desk, so you could bill for a specific period or analyse you work completed.How can I use the ASAP chrome extension for multiple sites?
I have an APP that uses subdomains to create customer accounts. For example one client subscribes to our platform. He creates an account hosted on companyname.myapp.com Then another client subscribes to our platform. His account is othercompanyname.myapp.comPush conversation to operator in guided conversations
I really would like to push the conversation to an operator from a specific deppartment in guided conversations, just like Zobot in sales iq. It would help a lot. For me it does not make sense to use sales iq for messenger, instagram and others, becauseAdd attachment to custom modules
It would be great to be able to add attachments to a custom module. Thanks RudyHiding Agent Sign-In on Customer Portal
Does Zoho Desk plan to introduce a feature to disable the Agent Sign-In Functionality on the Customer Portal? I don't really want my customers to know what platforms I am using. It looks unprofessional to me Also its called the customer portal for a reason,Featurecast Story 19 - WhatsApp Sandbox
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 19 - WhatsApp Sandbox Maximize the benefits of business messaging without paying for it What is a sandbox environment? A sandbox environment is a virtual playground that allows you to freelyCreate View to See Tickets Closed within the last 3 days
I'm trying to create a view in Zoho Desk that shows me "recently closed ticket," which I will define as tickets closed in the last 3 days. I want this view to update so that whenever I click to view it is recalculates and shows me tickets closed within 3 days from that moment. When I try to Create a view and use the criteria of "Ticket Closed Time" I have to specify a discrete time frame (on or before a specific date). It doesn't allow me to define time/date dynamically like I can do with date fieldsRule Assignment
Hello Team, Hope this finds you well. I am a technician, and the company is in the midst of implementing a new ticketing system, incomes Zoho. As part of the task, the dept would like to consolidate the pre-existing shared mailboxes (smb) in one smb withCustom Module Value Lookup update
Good day, I have created several custom modules, and considering the limitations, my implementation is working OK. I do have one issue. If I have a lookup between modules, when I change a value on a custom module field, the change does not reflect don'tSpell Check Icon Disappeared yesterday for Agent Comments
We always use "Public Comment" when communicating on tickets with our customers. For years we had the "Spell Check" icon when typing a comment. Yesterday, this icon disappeared for comments and is only avaialable when drafting a response via "Reply."Copy a conversation reply
We use conversations to communicate including letting the users know the resolution. Then we have to either copy and paste or retype the resolution in the resolution tap. It would be greater if there was an option in the copy of a particular conversationHash removed from copying ticket ID
Hi, Some of our team have reported that the # is no longer included when copying a ticket ID, is this something that has recently changed? Is there a setting that controls this?Notification 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 sentZoho Desk feature for a customer so they can view all tickets entered across their company
How do I accomplish the following? Let's say for example that for the ACME company, they have three people on the team entering tickets. Let's say we have bill@acme.com, hillary@acme.com, and jane@acme.com. If Jane enters a ticket, is there a way so that Bill and Hillary can also see details of Jane's ticket? Thanks Glenn GoodrichRemove System Defined Ticket Layout
Hi ZohoDesk, I have created a new Ticket Layout and made it the default and I want to remove the original default one so there is only one to choose from. It won't allow me to do this, or go into the options and take the tick out of the show in Help Center.Unable to switch primary domain
I have mapped a domain to zoho desk but I am unable to make it the primary domain.Debug Messages: Local Files and Database Cleared in Zoho Desk SDK
Subject: Debug Messages: Local Files and Database Cleared in Zoho Desk SDK Hi Zoho Support Team, I am writing to report an issue I am encountering with the Zoho Desk SDK in my Flutter application. When I attempt to present the login screen or submit aZoho Support / Microsoft Outlook integration
Is there integration between Microsoft Outlook and Zoho Support? If so, can you point me to the related documentation? I'm trying to understand how that would work.Workflow /Assignment Rules for Instant Messaging
Hi, is there a way to configure Workflows /Assignment Rules for Instant Messaging? For example when click on "End Chat" botton in IM then mark asignee as unassigned? Or when click on "End Chat" it will close the related ticket? ThanksRecalling sent Unread Mail
Hi Zoho team, Have you added the unread email recall option yet? I have sent an email that has a wrong attachment that Inned to recall straight away. I have used this option on MS Outlook many times. regards, FrankLite Agent to account
Is there a way to assign a lite agent to an account? I needed to give view-only access to lite agents for specific accounts, in other words, the locations manager to view the tickets for the location. Thanks RudyCan a user be assigned to an Account based on email domain?
Hi ZohoDesk, If I have a customer Account already configured is there any way I can use a domain matching rule to assign a new user to the correct account when logging a ticket by email? Many thanks RichPolish language
Hi, I'm considering Zoho Desk as a helpdesk system for my company but the problem is that it has no polish translation. Do you have any plans to support it in the near feature? Best regards, JacekHow to change the name of "My area"
It's only a small thing but it bugs me that it's "My area" not "My Area" which fits in with the rest of the menu formatting on the Elegant theme - anyone know what the CSS is or how I can change this and retain the hyperlink working ?Prefilled ticket field
Hi, I am using ASAP in zoho desk to integrate the knowledge base and ticket submission form in my Moodle, is there a way contact name and email auto fill in Moodle when someone logged in and trying to submit ticket from MoodleAverage Ticket - total time spent
Hi Team, There is an average option for ticket total time spent, I am a little confused how is the average caculated based on the number of time entries agents done or based on the total number of tickets?Can Agents set their own personal notification preferences?
I cannot find where Agents can set their own personal notification preferences. Some do not want to be notified every time a Team is assigned a ticket, or when comments are made. I can't turn this off globally because many Agents must be notified. PleaseTicket Self Service Submit Button Missing/Invisible
When creating a ticket on our self-service portal, the only visible button is "Discard". Submit is present if you select the text by highlighting it with your mouse, but is otherwise impossible to be seen.Feature Request: Please allow mapping of fields in tickets to Contact and Account fields
When I create a ticket in Zoho Desk and select a contact, some of the fields are auto populated (email, phone and account for example). However, if I add a Mobile Phone field there is no way to map it to the Mobile field in the Contact record, and itAutomation #14: Capture Jira Issue Key/ID in a Ticket Custom Field
Hello Everyone! This month's edition brings you a custom function to consolidate your records associated with Jira integration. Jira integration enables support engineers and R&D units to collaborate seamlessly on feature development, product improvement,Approval from none agents
Is there a way to send a ticket for approval to someone who is not an agent? We have several processes that need approval from various department managers. These managers are in Zoho as a contact, and one is a lite agent. It would be great if we couldIncoming ticket, sender not recognized
As soon as there is an incoming ticket (email), the sender is not always recognized. Anyone have an idea what this is about? I now have to manually enter the sender every time, which means that I also have to manually enter the email address when answeringemail in conversation to resolution.
Good day, It would be great if there was an option in the "..." dots on a conversation that would allow us to move that email (reply) to resolution. Thanks RudyZoho Desk custom domain for customers only, agents using desk.zoho.eu?
Hi, I would like to keep our helpdesk at helpdesk.mycompany.org, but access the desk as agent via desk.zoho.eu/agent/mycompany. I have at least one reason for it - when I have in Safari Prevent cross-site tracking on, telephony doesn't work. The log isSupport Contracts with SLAs to specific subscriptions
I have 2 main questions: 1. When I create a support contract for an account, I can associate an SLA and a product with that contract. I would like to know if it is possible to activate the SLA of this contract only when a ticket is opened that containsDelete Ticket Comment API Can't Delete Other Agent Comments
I have a script to search for comments with a specific tag, then I want to delete that comment. It's a pretty basic script. My connection is using a generic "service account" to handle our functions, that account is a full admin and the connection hasNext 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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