Last comment before week
Hi, I'm trying to build a View or a Report where i can make a list of all tickets which haven't had an update in the comments for over a week. When i try to make a Report i can fill in the Criteria but i choose "is before" i can only choose from "CurrentChanging the replyTo of a created thread from a create ticket request
Hi, Good day, I just wanted to ask if it's possible to change the `from` of a thread that was created when a ticket was submitted. The ticket contains a third party form from formstack and the `from` of the created ticket is defaulted to the formstack'sEmailing directly to a call using title or ticket URL?
Hi ZohoDesk, I know there is ZohoFlow, and many custom ways of achieving this I suspect but we are going for a quick win approach! We use Devops for bug tracking and want to add our support address as the follower to some of the items that have been triggeredCan you change the layout by sharing a ticket to another department?
Hi, There are 4 different departments that will be onboarded, each with their own ticket layout. However, all the tickets come into the main department, and they will then assign tickets to the relevant departments. When they assign the ticket to theHow do I export tickets/e-mails into a spreadsheet format?
I'm looking to transfer requests that come from clients through our ticketing system into a spreadsheet so we can take that info & use it to request brochures through another system internally.Automatical forwarding of certain emails from ZohoDesk to an external address
We have an email account in ZohoDesk that receives both support and marketing inquiries. The marketing team is not using ZohoDesk and will not be doing this. So we need to have up an automated workflow that would automatically forward certain marketingLayout Rules
I have created new layout with some new sections with new fields. This layout is part of a blueprint. As the blueprint process prceeds, each status should reveal a new section with a new set of fields. When I try and create a layout rule, theHow to hide an entire section in deluge
Is there a way to hide an entire section in deluge instead of hiding individiual fields?Can't see Person account sync between Salesforce and Zoho Desk
Hello, We have implemented a two way sync between Salesforce and Zoho and the accounts &contacts are syncing correctly but the person accounts are not being updated in Zoho Desk. How does this work? ThanksBlueprint Deletion
I am trying to delete some of the transitions as well as the status but the system says they are linked to tickets. At first I went in and revoked the blueprint & changed all of the statuses from the one I wanted to delete to a random other status butHelpcenter visible in Google
Hi. I don't want my helpcenter to be visible in Google. I turned off this option, but I can still find my page in Google. How can I solve this problem?Zoho Desk x Exotel Intergration
Hi, we are trying to integrate Exotel into Zoho Desk, and we have followed all actions required from Exotel side, including PBX mapping and setting up the flow. Now, in Zoho Desk, the click to call icon shows in a ticket, but when I click it, nothingOne Support Email Managed By Multiple Departments
Hello, We use one support email (support@company.com). Incoming emails come to the "Support Department" and based on what the customer is asking, we route that ticket to different departments (billing, technical support, etc.). When users in these differentZOHO Desk Ticket Notes
Hello, Is there a way to add or view agent only notes on zoho desk tickets. Our agents do a lot of internal communication on tickets and we would like an easy way to either filter for only internal comments, or have our own tab where we can see what ourCRM to Desk - Sync Issues
Guys, Having persistent problem with timely sync of CRM records to Desk. I have CRM to Desk (one way) activated. I identified the following cases: 1. CRM account is added and I do not see it in Desk. Another account that was added at the same time isCouldn't build the extension for Zoho Desk which pushes new replies from the client to inside the ticket/thread.
Hello, I’ve been trying to build this function/extension based in this link https://www.zoho.com/desk/extensions/guide/#channel-integration-push-data-to-desk I need to add news threads/replys from the client to my ticket using this extension, but I’mAutofill Email not Accurate
Hello, I have uploaded all my contacts to Zoho Desk. When I go to reply to a ticket i will often use the autofill feature. The issue is it is not taking what i am typing but rather showing autofill options for my recent contacts. for example if i typeHow can I find the "helpCenterId" ( or where is it ? )
Hello, We want to create an api request based on documentation found on : https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_Invitecontacttohelpcenter How can I find the "helpCenterId" ? Where is it located in Zoho Desk ? Thank YouCustomizing views to include additional information such as priority and content preview.
Is it possible to add priority and latest comment/email to the grid view preview? There appears to be a lot of open space that could/should allow additional ticket information. It would be nice to be able to customize all views or tiles to include theKnowledge Base - Display categories instead of all articles below in the overview
Hello, the desk helpcenter knowledge base is displayed as follows, after I click on a category: As you can see all sections are displayed. I don't think that really makes much sense. I would much rather see all subsections and not articles which are somewhereKnowledge Base - difference between article view "List view" and "Quick navigation"
Hello, I would like to know what exactly is the difference between these two setting options. I have tried both settings and have not noticed a marked difference in the portal. Can anyone enlighten me on this? Thanks in advance! Regards, SvenItalian Translation
Hi, there are several words that have not yet been translated. how can i help?Validation rule for ticket owner and team
Hello, for us, tickets in certain statuses are only valid if the ticket has an assigned user AND a team. So my question is, how can I make sure that there are no tickets with status type open that do not have an assigned agent OR an assigned team? I wasKnowledge base permissions for agents
Hello, I haven't quite figured out what the agent access for the Desk Helpcenter portal is for. Agents can log in to Desk as usual and view, use, etc. everything in the familiar environment. Why should they use the portal? I just don't understand it.Knowledge Base Permissions (Explanation / Best Practices)
Hello, I can set view permissions at the category level. Why do the rights inherit when I set public. If I set none, I can decide for the articles or for the sections how I want to have the rights there. I haven't quite understood the permissions conceptmove a ticket from one department to another using the original ticket layout
Hello there, Is it possible to move a ticket from one department to another while still using the original ticket layout? We have several departments. Each department has a default layout + some customized layouts. If department A wants to transfer aHow to use Channel integration
I posted the question befire but I think this is different issue so I post this as a new question I'm following this guide https://www.zoho.com/desk/extensions/guide/ I want in use Channel integration feature with my API to create tickets. Is it correctTicket channel icon
Hi Zoho Desk Support, For the ticket channel icon, is there a way to customize them?How to automatically update Account Name?
We are using an advanced web form for support requests. As part of that, we send 10,000 end users to our support page with a variable string in the URL that we then grab and parse into the webform which updates the fields: Logged in User ComputerID Dashboardzoho desk
how Customers can view Tickets of same user in zoho desk ?Change mail signature for all agents
Hi, how can I change the mail signature of all agents in our Zoho Desk instance. Is there central point to manage them or by using the API. Thanks in advance and BRChange "Add Ticket" button text in help center Classic theme
Hello, Is it possible to change the text of the "Add Ticket" button in help center Classic? I would like to change the text to read "New Request". Thanks, JamieError: SSL Invalid
I mapped my domains (.jp) on July 16. I have been waiting for 10 days but the domain status is still: SSL Invalid. I contacted Zoho Desk but no one answered me yet. I have used other CRMs. I can set it up by myself smoothly without any error. I'm aCookies lost or Forgotten Sessions
There seems to be some issue in Zoho Discussions/Zoho Forums implementation. Across browser sessions with persistent cookies every other Zoho product remembers the user sessions but Zoho Discussions and/or Zoho Forums seems to be forgetting the user and/orExport History timeline
Hi, I have an idea, bout zoho desk history of the ticket it would be great if the agent or admin of the zoho desk can export the timeline of the ticket history for agent report or on other matter.How to move tickets between departments without changing the status?
Hello, I would like to know how I can manage to move several tickets at once to another department. Unfortunately, I cannot use the corresponding function intigrated in Desk, since the status is always reset, i.e. always set to "Open". The backgroundCRM Desk Sync Not Working
Hi My contacts and accounts dont sync. None of them have come from CRM to Desk. Ive bi direction CRM <-> Desk on but nothing the Desk. Could you please initiate bulk fetch and fix this glitch Thank youHow to hide department from Help Center
We have 2 departments on Desk. We want to allow users to view the tickets they've submitted within the Help Center, but only for one of these departments. How do we accomplish this?Contacts with Multiple email addresses
Is it possible to create a contact/group in Desk with more than one email address in it?Duplicate customers being created in Desk
Hi I've trying to work out why I've getting duplicated customers being created in my desk. I have an external booking system that generates an email when I get a customer booking a job. A booking email gets sent to Desk where I manage the booking andNext 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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