Filtering/Sorting in Zoho Desk is VERY LIMITED
When I am on a view in zoho looking at all my tickets, I can only filter and sort by standard Zoho fields. I have a lot of custom fields that our customers answer. I want to be able to filter and sort a view based on these. Please note that above areCreating lead from e-mail content body in Zoho Desk
Hello! As we are collecting leads from different sources (including our website) that are transferred to specific e-mail address, we are experiencing problems with turning these e-mails into leads. All these e-mails containing lead information are creatingHow to not receive emails from forum community?
I no longer want to receive emails from forum community because it's already annoying. May I know how to not receive emails from the forum community?Arrow keys have stope working in the description Panel
So weird little issue, when I am typing up a description in a time entry the arrow keys for left and right have stopped working I can still go up and down but side to side just does nothing, to my knowledge i have not changed anything but was wonderingExtending multichannel support in Guided Conversations
Hello everyone! In this post, we will discuss the importance of creating GC flows for different channels. Guided Conversations are structured dialogues designed to assist users in achieving specific goals or tasks on a conversational interface. TheseSharing tickets with externals to collaborate
We have tried to find a no-code solution to share tickets with external 3rd parties for collaboration. Let's say our customer opened a ticket for a server problem and we want to "add" the manufacturer of the server for collaboration. We tried to forwardAbility for Agent/Customers to Respond to Happiness Ratings
We utilize Zoho Desk throughout our company - which means agents of one department are essentially customers of other departments. We recently implemented Customer Happiness ratings in our ‘closed’ email notifications. I’m now noticing that agents (regardZoho Desk's Instant Messaging Update | Improve customer communications with WhatsApp in Turkiye
As of May 15, 2024, Türkiye is now open for Cloud API business messaging. Businesses can begin conversations and receive messages from WhatsApp users with Turkish numbers. We now support WhatsApp Cloud for Turkish numbers Utilizing the Cloud API willSupport Ticket
We are trying to setup a basic support ticket help desk for customers to request returns. How do we do this? As well can we use Desk to setup a general contact us button?Search for fields with null values
Hi all, I'm writing a custom function in Desk. Part of this function must search for all tickets that are unassigned in a certain department. This is the part of the code: unassignedTicketSearchCriteria = Map(); unassignedTicketSearchCriteria.put("assigneeId",null);Report on time from Ticket Open to Ticket Close
We do not track the TIME ENTRY on each ticket, and want to create a report using the Ticket Created Time and the Ticket Closed Time to track the time spent on each different classification and per Agent.Create tickets on behalf of the sender while forwarding emails from a CONTACT
I am aware of the setting "Create tickets on behalf of the sender while forwarding emails" however this only works when forwarding email from an Agent - is it possible to make this work when forwarding email from another contact to the desk? We use the help desk as an internal support helpdesk for our company so we often have the scenario where emails are forwarded from one of the contacts to the support desk, the agent then changes the ticket contact to the original sender but the reply to addressAdding Departments in Multi-brand Customer Support
Hi, I would like to know if is possible add more than one department for each help center when I'm using Multi-brand ?Can you use variables in Desk specific views
I would like to add a specific view to Desk that uses the loginuser variable. Is that possible?Dive into GC Flow Metrics
GC metrics offers detailed insights into every step of the customer journey and help businesses identify necessary adjustments for optimal bot performance. Dive into conversational metrics for your bots and unlock the full potential of your automatedZoho desk webhook security
We are integrating webhooks to listen for all kinds of events on tickets. Wanted to understand how we can achieve that securely. How do we verify that the callback that we receive at our end actually generated from zoho? Is there any for of encryptiTask open for Agent upon Account creation
Hi guys, im trying to build a workflow that will automate creating a task upon Account creation for the CSM department, Once i buikd the workflow i can only notify by email the New Account owner upon creation of an Account, however i want to the CSM AgentAdd Knowledge base in our website
Hello, We would like to pop only the knowledge base articles to show when a button clicked in our website. How we can achieve that?POST product not working, getting same response as GET method
Hi, so I am using desk.zoho.in/api/v1/products to post a new product, with a json body in postman, but the method is not working, and the response I get is the all-products as we have from GET method i checked the method type and the payload curl -L 'desk.zoho.in/api/v1/products'ZOHO Desk Ticket notification
Hi all, I have few statuses which are on CLOSED state, i need to customize the notification in a way the only ticket that are closed on a spesific title will be sending out emails, For example: I have one title "Done" and one which is "Managed in a differentIncorrect blueprint transition warning
This has started to happen from time to time since a few weeks. The transition dialog window displays a warning message which states "You do not have any more transitions to perform" when we select a transition on a ticket. The proper transition options do show up when you refresh the page. This causes some agents to scratch their heads and ask for help which is solved immediately when I refresh the ticket page for them. This is an unnecessary waste of time. Please look up for the root of this problem.Custom text field for ticket classification
Hi, Is there a way to include a custom text field when assigning classifications to Zoho tickets? We have 7-digit references we need to be able to include somehow in tickets for reporting purposes. This will help us classify tickets to individual customers.Is it posssible to add Asap Widget on Wordpress?
I have tried to add the ASAP widget so users could iniciate chats and see the KB information but nothings seems to work. I have tried to add the script using a php snippet that adds the to the footers and also tried one for the header in the functioMultiple email addresses
We have tickets that use the same e-mail address for multiple people in one office. When we create a account with that persons name and they share a e-mail address with another person in their office, we cannot input the e-mail address in to that personsIssue with Desk Extension: Invalid ConnectionName
Dear team, I encountered an issue with my desk extension recently. I have been utilizing the desk extension for a while now, and it has been functioning smoothly until yesterday. Suddenly, I encountered an error message indicating an "Invalid ConnectionNameHappiness Rating Multiple Emails
Hi ZohoDesk support. We need assistance regarding the multiple emails we receive when we enable our Happiness Rating. Kindly advise on this please. Kindly refer to below and/or attached screenshot.Creating a Zoho CRM deal from a ticket in Zoho Desk
Hi, We have just started trialling Zoho One, and I am trying to automate getting a deal in CRM to be created when a user submits a ticket in Desk. What is the simplest way of doing this? Thanks in advance, TerryHow to remove chat icon from knowledge base?
I have set up a knowledge base to hold FAQs and documentation. It is currently standalone, and not integrated into our website. On every page there is a chat button in the bottom left corner that says "We're offline, please leave a message." How can IHelp Center | Time to bid farewell to the RAuth (Remote Authentication) mechanism
Hello everyone, Deprecation of Remote Authentication mechanism The Remote Authentication mechanism for the Help Center will soon be deprecated, so we request that all existing users who depend on it migrate to JWT or SAML as quickly as possible. In today'sMaking one department's tickets availble to all end users
I appriciate this request may be a very specific use-case, but here goes. My company will be using desk as an internal helpdesk for various departments (2 to start with) People (aka HR) Users will submit personal requests to the People team re pay/contracts/employmentDelete standard e-mailtemplate
Hello, Is it possible to delete or hide a standard e-mailtemplate? I would only like to show my own created e-mailtemplates to my staff. I only find a 'delete' option at my custom made e-mailtemplates, but the standard e-mailtemplates do not show thisComment Pinning
Hi Zoho Community, We request to add this new feature - COMMENT PINNING. This will help us pin an important comment atop from incoming/outgoing threads instead of adding new comments that will be flooded with new threads. Looking forward from your updates.Hide WhatsApp Icon in Tickets
How can I hide the WhatsApp icon in the Contact Info of a ticket? We do not use it and I don't want to confuse my agents.Can not get Custom Module to show in Layout
I have created a custom module called "systems" and have added it to my required layout. But I can not get it to actually display to the help center end users : If I click on the gear then there are no options for permissions, I've gone through all ofDisable translation of e-mail messages in web version of Zoho Mail
Hi, Recently when I open e-mail messages I get a ribbon offering me to translate if the contents of the message is in a different language from my interface language. I am OK reading [and I do receive] e-mails in multiple languages, so I don't need translation.Unable to retrieve Ticket activities
I have the following scope, Desk.contacts.all,Desk.products.all,Desk.settings.all,Desk.basic.all,Desk.tickets.all,Desk.activities.calls.READ , Desk.activities.events.READ , Desk.activities.READ , Desk.activities.tasks.READ , Desk.calls.READ , Desk.tasks.READSpecifying Today in filter criteria
In looking at custom views, I can't find a way to specify "today" (or now or whatever) as part of the filter criteria. My initial look suggests I can only hardcode a date. I found a post here that asked for this 6 years ago but nothing indicating this400 Bad Request
Dear Community, While accessing the Zoho desk via my custom domain, The webpage returns with a 400 Bad Request error. Kindly, guide me to resolve this issue. Best Regards, Manoj KumarTickets not appearing without Refresh
I have a user who is not getting tickets pushed to his account. He has to refresh the screen to get ticketsZoho Desk - Search Account
Good morning, in Zoho Desk is possibile to show account address instead of phone number (img 2)? We have multiple account with same name and phone number is an useless information for identify right account, address is more usefull and a more readableNext 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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