Hide fields in Help Center in depending on the layout
Hello, I know that it is possible to configure the field permission for the Help Center. But this is global... We need to konfigure this depending on the layout or at least depending on the department. The agent should see field A all the time but, aNeed to change Product Details
Hey, in the Product Form, we get basic details like product code, manufacturer. How do I change them and add my custom values?Zoho Desk Backend got Boxed
Hey, After I enabled by Custom Domain with Zoho, My backend got a bit boxed on left and right, it's cutting out element and I can't edit anything. How do I fix this weird issue?How to know if a client open a e-mail send by Desk?
Hi, I wanna know if there some way to see if a client open the e-mail send by Desk, when i create a ticket or send a reply for him.Ticket Category
Hey, Is there a way to create a ticket category, and support agents can filter them accordingly?Reply to primary email
Hi, We are testing out a setup where a customer of us uses "ticketsystem@domain" to send the tickets from their ticketsystem to us and they want the replies at "support@domain" Our idea was to create 1 contact with: Primary email = "support@domain"Zoho Desk Rotating Dashboards
I have a few dashboards that I setup via Zoho analytics embed URL's, I was hoping via full screen to be able to cycle through multiple dashboards, or an alternative fix would be to rotate through full screen reports/graphs. Anyone setup this up before?Creating workflows based on the file name of attached files
Hello, we have a dedicated team taking care of tickets, wich have a specific file-type attached. I want to create a workflow to give those tickets to this dedicated team. Unfortunaly, I cant find a ruleset to create this kind of workflow. How do I implementChannel Configuration and Default Channels
There are some of the default fields that cannot be removed or changed. Examples are the social media ones, such as Facebook. It would be nice to be able to remove these fields as it would be confusing if someone selected this but it's not configureModifiedTime missing from Zoho Desk Rest API ticket response
I am attempting to create an integration to Zoho Desk via the API to make ticket information available in our system. I am using the Zoho Desk Rest API documented here: https://desk.zoho.com/DeskAPIDocument#Introduction. In the section describing theDrill down on Request ID in Reports
Hi there, Just wondering if there are any plans to extend the drill-down functionality within the Reports module. I have Request ID in my Report, but it doesn't link to the individual Request. Easy enough to just search for the ID in the search bar, but I think the drill-down would certainly add value. Since there is already drill-down functionality from Dashboard to Report, and Account name to Account view from within the Reports, I'm guessing it would not be too difficult? Is it in the Road Map?Is there an option to edit a ticket to remove credentials?
My client sometimes sends me login credentials over emails. However, I wish not to keep their login information on Zoho Desk database permanently. While I was using WHMCS, it was easy to edit and delete a part of messages I received from clients, butZoho Desk email forwarding not working
Hi, my organization is about to purchase Zoho Desk. I have created a free account to test the settings before we purchase. I have created an email forwarding rule from an outlook email but they are not appearing in Zoho Desk. They are not in spam ticketsAuto Close - Blank Tickets
How can we implement this? We want to set up a workflow which closes the tickets where the email body is blank. Selecting Criteria as - Description is 'Empty' is not working.KB -Broken Images
Hi Support Team, Requesting your assistance regarding on the issue that I recently encounter. When I try to compose an article I'd notice that the images I uploaded is broken. I tried using the URL - as you can see the wings. -it's working.Undesired ticket merge
A partner company uses Zoho as well as we do. Whenever I create an issue in their system and I get an answer from them, my Zoho automatically merges their ticket recently created with a ticket of my own system matching by ticket number. As result my ownCan't access our zoho desk portal
Dear Sir, Today, I can't access our zoho desk portal https://service.c4ecomputer.com/support/c4eho/ShowHomePage.do I accidentally deleted CName Record in Domain DNS record. So, now I need for mapping portal address to CName Record. Please support me ourHow to edit a ticket subject?
Hi, I'd like to know how to edit the subject line of a ticket? For example, if I am talking with a potential customer, and they then go on to place an order, I want to be able to update the subject of the current ticket, so that I can quickly find it in my list of open tickets. I don't need to remove or edit the ticket number - just the other text. I think there must be a very simple way to do this, but as a newbie I can't see how. I've tried Zendesk in the past and all you did was simply clickCannot use ticket age in hours for scheduled report
Hello, I created a scheduled report in Desk to send a report for tickets over 13 hours old that are not yet assigned to an agent or team. However, the "hours" selection keeps reverting to "days" every time I save the schedule. I do not receive an errorHow can I duplicate a request in zoho?
Is there an option to duplicate a request that I already have in Zoho? If there is I can't find it. This would be extremely helpful when adding requests where most of the information is the same and we just need to change a few details. Would saveUnable to send email form Zoho Desk
"Momentary issues with the mail server" - Error while sending emailGuide domain mapping in zoho support
Hi, I have a hard time setting up the domain mapping in zoho support. I have configured a CNAME in the DNS zone and I have configured domain in zoho support configuration: https://www.zoho.com/support/help/domain-mapping.html Error message: "Make sureZoho on my Desktop will not send SMS Verification text
I have Zoho on a desktop and a laptop. I'm writing this from my laptop because I cannot login on my desktop. I enter my username, then password. Zoho then asks me to the the OTP that it has sent to my phone. That SMS text never arrives on my phone.Show specific and hide fields based upon selecting Dropdown Field
Hello Zoho Support, Is it possible to do this show and hide fields based upon a dropdown field on the ticket form? https://help.myeg.com.my/portal/en/newticket Kindly refer to the gif image below for your information, the example below form is not aUnable to open Zoho desk
Unable to open Zoho deskUnit price is still visible
Hi, my problem is, that I have changed the Unit price in the products to "Don't show" and in the Ticket the Unit price is still visible. I don't know what I do wrong or what setting I have missed. Please give me a hint. Thanks in advance. BRFilters are now supported in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Desk Android mobile app (v2.5.1), we now support the option to filter the ticket listing based on the criteria such as Department, Agent, Status, Priority, Channel, Received in and Due Date. Please check the GIF belowGet Profile Picture from SAML Attribute
Is there a way to get the profile pucture for an agent or customer from our AD or MS Office and map them to an attribute in Zoho Desk? We want to automate the profile pictures from our employees just as we did with the lastname, firstname and e-mail.Creating a new community
Hi, We want to create a new community. We are facing the issues with mapping a domain. Can you please provide the detail steps to create a new community? Looking forward for your reply.Making Another community
We already have a community regarding our business. We are creating sections in our business regarding various topics. So I wanted to know how to make another community related to our businessReply Action
When hitting reply or reply all in a ticket, the left side info bar automatically changes to Suggested Articles. We need that to stay on Ticket Properties. Having to click back to Ticket Properties every time is frustrating for our Agents. I searchedChange help center link
Hello, Is there any way to change ticket link in the help center to https://help.myeg.com.my/portal/en/newticket instead of https://help.myeg.com.my/portal/en/myarea? Kindly refer to the screenshot below: and is there any way we can change the descriptionFetch ticket time entries
Hello, I want to know how it is possible to fetch/search all time entries like with the tickets search API. -> https://desk.zoho.com/DeskAPIDocument#Search#Search_TicketsSearchAPI Inside the time entries we have some custom fields (bool) and need to getBrand logo doesn't show on Community posts
As you can see in the screenshot below, the brand logo for the community articles is not shown, instead an ugly anonymous avatar is shown. It seems to show after a user has logged in and clears the browser cache, but most of the users aren't logged inMoving Tickets and Maintaining Assignment
When a ticket is moved from one department to another it defaults to UnAssigned. Is it possible to maintain the ticket assignment when moving tickets between departments when the agent is assigned both departments?Extend Field Update for date fields to include months
Currently you can only add plus 99 days. It would be nice if this included a months field so you could do a due date of 3 months or 6 months out.Bulk action / mass update desk ticket time entries
Hello, we need to update a high number (~ 2000) of time entries on a specific date (on the first day of every month). To be more presice: Time entries contain a custom field (bool) and all time entries which have the value "true" need to be changed. HowReplies from contacts in CC are created as new cases in ZohoDesk
We have escalated an issue where the replies to the cases from the contacts in “CC” are getting created as separate cases in ZohoDesk . It has initially started with one department and was later noticed across multiple departments. We are not happy withAutomatically Open an On-hold Ticket at Prescribed/Scheduled/Delayed Time/Date
We have tickets that require followup depending on the situation. Is there a way to change an open ticket status to an on-hold status and assign a date/time that the ticket will set its status back to open? My use case is scheduling. We schedule work,Can someone help me get a time tracking per agent per day report?
I'm trying to figure out agent productivity. In other words, if an agent is working for 8 hours a day how many of those are spent actively working on any and all tickets?Next 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