new tickets not assign to Account Name
We are using Desk and right now around 75% of new ticket created arent not assign to the Account name (customer). I have a custom function that make sure that all the users who open a ticket are assign the customer so this is working. But even if theCRM Info in desk
Hi, When we view a ticket, then click on a company (account), to view the details, we often click on CRM info from within the desk on the account too. However trying to view the description field from the account within that screen doesn't work. You onlyASAP Web widget not showing on my site
Hi there I am trying to add the ASAP widget to my website, however when adding the code snippet to my pages, it's not showing. One thing I noticed on the code is it's asking for a nonce value, which i don't have.Integrating Zoho Survey with Zoho Desk
Hi there, I was wondering if there was any plan to natively integrate Zoho Desk with Zoho Survey.. Actually, we have a customer-satisfaction survey, we'd like to dynamically invite our customers to this survey, when we close a ticket. We can send a generic link, but it won't be natively integrated in Zoho CRM. Do you plan to improve that? Do you have any suggestion on how to handle this case? Cheers,Zoho SDK submit ticket form cannot show
I clone sample app from https://github.com/zoho/ZohoDesk-PortalSDK-sample-apps-android And choose ticket_field_configuration_sample to open submit ticker screen. (I have already changed app id and org id to correct) But When I open submit ticket formHave their been recent changes to the Comment via email feature?
Today I notice that when I forward an email to an existing ticket, I am creating new tickets instead of the email being added to existing tickets. I tried this several times today to make sure that I sent the email to the correct email and departmentHow 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?Not creat ticket from Web Form Zoho Desk
Hi, When creating a ticket through the web form, I get the message: Oops! Your form details couldn't be submitted. And this only happens with some users and in some cases the user manages to create the ticket normally, but in most cases it does not.Notifications for tickets that you have no permission to view
When a ticket is in a or moved to a department that the agent has no permission to view, sometimes they still get notifications for these tickets, such as comments being left. Then they click on them and it says they have no permission. How can we disableget Insufficient Privileges to perform this operation. Contact your Administrator
One of my managers continues to get the insufficient privileges error when attempting to star a view. No one else is having these issues and I have changed his permissions to admin and there was no change in his issue. I have since converted him back.Disable email notifications for agent
A fellow agent gets way too many redundant email notifications from zoho. If they want to turn them off, it says they are not allowed to. If they want to disable them it says to contact administrator. Is this by default? As administrator, where wouldZoho Guided Conversation for Instant Messaging (Whatsapp)
Hi all, I have created Guided Conversation for our website. However, from the following Youtube video https://youtu.be/2BXtGOlO4ik, it seems that there is a way to also connect Guided Conversation with Instant Messaging (Whatsapp). Unfortunately, I couldZoho Desk Javascript SDK Documentation
Hi, I am trying to find updated documentation for the Zoho Desk Javascript SDK, we are building some extensions for Zoho Desk this will be helpful. Thanks.List Conversation API is not returning full content
I've been using this one GET https://desk.zoho.com/api/v1/tickets/{ticketID}/conversations But it only returns a summary of the content and not the full reply. Is there any additional endpoint or parameter that allows returning the full reply content?Gamescope for Zoho Desk
Hi, wondering if there are plans to implement Gamescope features for Zoho Desk?Due Date Reminder Email
I have tickets that come in that I want agents to set a due date of the ticket manually. This is because its a low priority tickets and needs to be completed at a later date. Is there a way to have the system email the agent a day or 2 before the dueTime spent field
Good day, Does anybody know what happed to "time Spent" field, It is critical you out business to track time per ticket and per tech. today we tried creating a new report and find the field "time spent" is missing, I'm I missing something HELP... ThanksUnabte to create report using single time spent
Hello,I'm using Zoho desl Profession. I'm not able to create reports using time spent (hoursspet+minutes spent)detail of each single time entry . Only total time spent is available....but I need time spent of each sing time entry.Error with Zoho Desk Search API
Hello, We have a function that uses a deluge task to search Zoho Desk for a particular contact. This function fails whenever triggered by the workflow and/or blueprint (we've tried both), but when we manually run the same record ID through the functionHow to create a field "Time credit" in accounts?
Hello, My problem: All our accounts ( customers ) have time credit that we had to them for exemple we can had 1 day, or 1/2 day on their time credit. In "Cases" every case have a field "Duration in minutes" I want to create a field "Time credit" in AccountsAgent queue does not display account
When I am viewing an agents queue in Desk I cannot see the account the ticket is assigned to as I can when I am viewing from the ticket view. Is there a way to have the account displayed from the agent queue?Blank Ticket Owner
I'm trying to figure out why the Ticket Owner is blank, but the Ticket Owner Name isn't. Referring to the attachments: 1st Screenshot: Zoho Desk Ticket Owner is unassigned, but an agent has interacted with the ticket. 2nd screenshot: Zoho Analytics >Incorrect merging of two tickets: Delete Mail History
Hello, I merged two different (incorrect) tickets in the Zoho Desk system. How can I remove the communication from the merged ticket?How to count ticket passages through a transition in Blueprint?
I've recently added a new field to my ticket layout where the agent has to inform the reason the ticket is on hold. Today, as my blueprint set up, a ticket may leave and re-enter the On Hold status several times, and I would like to count how many timesHow to add an article to the category and not to the subcategory
Hi, I have a KB for my app with one "Advanced Search" section. There I have 2 subsections (companies and People). How do I associate an article with the "Advances Search" main category? The tree is: Advanced Search | ---Article | --- Companies (Subsection)Weird code in emails
So when we gan email from the ticket system we seem too get this weird stuff at the top (changed our domain in the url) { "@context": "http://schema.org", "@type": "EmailMessage", "potentialAction": { "@type": "ViewAction", "target": "https://desk.zoho.eu/support/mydomain/ShowHomePage.do#Cases/dv/131010000000368025",Don't send customer email when creating a ticket
Hi Is there an easy way to stop the system sending an email to the customer when we manually create ticket.Automation #13 - Auto assign tickets based on agent shift time
This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimizeExecute a function on Zoho Desk Custom View
Is it possible to execute a custom function on a custom view of records? We know how to do this in CRM using something similar to this: recordList = zoho.crm.getRecords("Contacts",ele,200,{"cvid":1862333000162897033}); But we're not having success withHelpcenter Knowledge Base Visibility Problem
Hello, I have created a knowledge base and I want to adjust the visibility of the sections that I created. I created groups for the knowledge base for the areas and locations. I set the visibility of the knowledge base for each group I created. I haveTime Based action triggered once a day only
Hi All, im trying to implement a time based action where an emain notif is sent to ticket owner if status is set to a custom status "acknowledged" already for more than 48hrs I tried creating one however, notif is being send every hour is there a wayMake Comments Public by Default for Agents
Hi our agents communicate only . through public comments and not the "Reply" since the reply very often looks sloppy on the email from our perspective. Currently if the agent creates a new comment from Zoho Desk, it defaults to private. Is there any waySetting email comments to public or private
When an email is forwarded into Zoho Desk but the customer email address is absent, the email gets automatically added to a thread as a private comment (by design). What would be good is the ability to manually choose between public and private - so clickHow to Send Text MSG from zoho desk
I have an requirement to send text message to customers from zoho desk or initiate the chat with customer regarding his/her ticket. Is there any direct or standard way to do that. Any help would be appreciated. Thanks a bunch in advance!Public v Private Comments
Is it possible to set the default for comments within a ticket to Public? I am the only agent so I see little value in creating Private comments as there does not appear to be a notification sent to the client when a Private comment is posted. I dontWould like to have attachments on email templates
Hi all, I would like to be able to add attachments to email templates. I cannot see anyway to do this from the email template setup page. JimmyIs it possible to have more than one portal?
I have two separate businesses that I'd like to have contained in their own portals with separate agents and such. Is it possible to have another completely self-contained portal? It looks like it could be possible but I can't see how I'd set it up.How to correctly separate tickets for Sales + Support.
I've created two teams in Desk (Sales + Support) and same for the departments in SalesIQ. I created a test ticket for support and made myself an agent in Sales... but I can still see the ticket when I view all open tickets. Another thing, if I click onIs it possible to share or synchronize the status and basic info of a ticket between departments?
We require to record and report the status of different tickets from separate departments on the main helpdesk department reports. Right now we do monitor the status of those tickets from other departments manually via a copy of the original ticket whichMaking a Job Portal for students
Hello, Can I make a job portal on zoho for community users where they can apply themselves for the job. If there is such option. Please guide me through. Thank youNext Page
Access your files securely from anywhere
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Bigin?
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
Most Discussed Topics
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
Zoho Developer Community
Zoho DataPrep Resources
Zoho Subscriptions Resources
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
ご検討中の方
Zoho Sprints Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho Books Resources
Zoho Projects Resources
Qntrl Resources
Zoho CRM Plus Resources
Migrate to Show’s New Community
A place to share, discuss and stay updated about everything relating to Zoho Show presentations.
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Design. Discuss. Deliver.
Zoho Show Resources
Zoho Creator Resources
Nederlandse Hulpbronnen
Zoho Inventory Resources
Zoho CRM Resources
Sticky Posts
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
Top Contributors
Shivani | Zoho Desk
Ajith | Zoho Desk
Ram Freedman
Matthew R
Support | Baseerat Academy