Unable to Create Duplicate Help Center Content
There is a severe flaw in design for multi-branding and the help centers .So far work-rounds are not possible by this flawed design. It has been covered here before that in multi-branding mode you cannot share articles between two different help centers.Let us add Lookup fields in the Blueprint Transitions
We are unable to add Lookup Fields in the blueprint transitions in Zoho Desk, we wanted to make it a requirement for our workflow but since it's not available in the transition we cannot. The lookup field exists in the Layout: But it cannot be added/selectedWe have finally configured Whatsapp
I have a question: we have two departments. Is there a way to configure the same WhatsApp number for both departments? Thanks RudySend & Update Status - Zoho Desk app update (Android and iOS)
Introducing the 'Send & Update Status' option within the compose screen of the Zoho Desk mobile app. This option allows you to send a preliminary response to the customer and simultaneously update the ticket status. Android: iOS: We have integrated layoutSummary field is truncated in thread returned from API
I am using the API to get all the threads of a ticket. I retrieve the ticket, then I list the threads and then I get each thread. The issue that I am having is that the 'summary' field of the retrieved threads is being truncated - POST https://desk.zoho.com/api/v1/tickets/230399000060471954/threads/230399000060492062Can I embed Zoho Desk in an iframe
Hi there! Is there a way to embed our Zoho Desk portal into an iframe? ThanksKeeping track of possible changes
Hello, What's the best way to keep track of any changes to the Zoho Desk API? I.e. if an endpoint changes or requires a different payload etc etc.Read-Only fields are not showing for end user
Hello, I am trying to add a read-only field to my web form, but it's not showing up when user is submitting a ticket. When I change the field to be editable, it does show up though. I was wondering if there's anything additional I need to do to make aTicket Views: filter criteria -> dynamic date values in relation to the current date
Hello all, It would be very helpful if you could build custom views in such a way that you do not have to adjust the criteria daily or at whatever interval in order to change the fixed date value as needed. For example, I would like to create a view that,Implement Date-Time-Based Triggers in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a new feature that would allow for the creation of workflows triggered by specific date-time conditions. Currently, Zoho Desk does not provide native support for date-time-based triggers, limitingWhat is the Use Case for Business Messaging when Live Chat already exists?
Hi I'm excited about the new announcement for Business Messaging in Zoho Desk. However I'm unclear the use case for Business Messaging when Live Chat already exists? Is Business Messaging essentially a new version of Live Chat but built for use in theJira - Zoho Desk Integration: Allow for Flexible User Attribution
Dear Zoho Desk Support Team, We are writing to request an enhancement to the Jira integration within Zoho Desk. Currently, comments added to Zoho Desk tickets from Jira are automatically attributed to the user who created the integration. This can beZoho Desk integration with Power BI
Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks JackAutomation #11 - Auto Update Custom Fields with Values from Emails
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 optimizeSync your Products Module for better context.
In customer support, context is everything. The integration between Zoho Desk and Zoho CRM helps your sales and support teams function as one, delivering better customer experiences. With the latest update to this integration, you can now sync the Product module in your Zoho CRM with your Zoho Desk portal. This feature enables products from Zoho CRM to reflect in the "product" field in Zoho Desk. This can save your support team valuable time and effort. Some things to note when syncing the two:Data encryption - Zoho Desk iOS
Hello, Everyone! In the recent iOS version(v2.8.23) of the Zoho Desk app, we have supported data encryption. As a part of HIPAA Compliance, the Zoho Desk mobile app now allow users to encrypt the Desk mobile database as an additional layer of security.Zoho Desk Report all including additional columns
Good afternoon, As of this morning, all of our Reports have additional columns, which have broken a lot of out reports that are extracted from Zoho. These columns include titles like: Tickets support.report.export.reference.id This only shows when youZoho Desk app update (iOS and Android) - Read Receipts
Hello Everyone! We have brought in support for 'Read Receipts' functionality in the current version of the iOS (v2.7.2) and Android (2.6.8) Zoho Desk mobile app. With read receipts, you can now gain insights into the delivery and read status of the outboundAdd customer to account based on domain name.
I generate reports based on a the account field, i.e. companyX. In GoToAssist, my last provider, there was an option to automatically assign new ticket creators to a company (or account) based on their domain name. So for example, if a new employee creates a ticket from @companyx.com, for them to be automatically added to the companyx account would be a huge advantage. As it stands right now, I have to remember to add them to the account manually. Often I forget and when generating a report forWhen clicking KB article links inside the Zoho Desk ASAP widget, they should open inside the widget itself
If I click on a link within a Knowledge Base article inside the Zoho Desk ASAP widget, I expect the article to open inside the widget itself (that is, I hope the ASAP widget can identify that the article is also within the same domain). But it actuallyASAP widget persistence across site pages
Hi, I was wondering if anyone has found it possible to persist the current article/module the user has open on the ASAP widget when they navigate between pages on your website? I am testing ASAP out and one annoyance is that every time the user changesAgents don't have access to Help Center Users
I have set these permissions under the Agent profile, according to help documentation this should allow Agents to access and edit the User accounts (end users) for the help center. However, agents get this message: This are the settings in Agent information:Reply email with the same information of ticket
Hi, For example, when I create a ticket, the status option is automatically set to "Open." But if I change it to "Approved," as shown in the green box in the image, at that moment I need to reply an email with the information in this ticket, as shownRestrict Announcement Pop-ups to Administrators in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a feature enhancement that would allow organizations to restrict announcement pop-ups to administrators only. Currently, announcement pop-ups are sent to all users within a Zoho Desk organization,Change the Domain address in Zoho Desk
Change the Domain address in Zoho Desk from avisolarenergy.zohodesk.com to enermantech.zohodesk.comZoho Desk Permission Level
Hello, We have a customer that has 8 locations. There is one individual the director of operations who needs access to see tickets for each location. However, he is not an employee or agent for my company. How can I set this up for him? I dont want himZoho Desk 2024 Autumn release
Greetings Zoho Desk users! Earlier this year, in February 2024, we released an array of features ranging from process orchestration to ticket management, self-service, and more. Here is the announcement post for reference: February 2024 release announcement.Zoho Desk Autumn Release - 2024 — Post 4
Continued from Zoho Desk Autumn Release - 2024 — Post three Integration Streamline field service operations with the Zoho FSM extension The Zoho FSM extension integrates field service management with Zoho Desk. For example, if a ticket requires on-siteZoho Desk Autumn Release - 2024 — Post 3
Continued from Zoho Desk Autumn Release - 2024 — Post two Instant Messaging Mass WhatsApp messaging for efficient communication Agents can send WhatsApp messages to multiple contacts at once, which is useful for various activities, such as onboardingZoho Desk Autumn Release - 2024 — Post 5
Continued from Zoho Desk Autumn Release - 2024 — Post four SDK Flutter SDK support for mobile app developers Integrate the ASAP SDK with Flutter for cross-platform mobile app development, expanding support capabilities across different mobile environments.Allowing end users to deactivate their end user profile
Most of my customers have requested the option to allow them to deactivate their end user profile(account) on their own without having to submit a request to do so. With that said, I told my customer(s) I would pass the feedback over to the team LookingHow to generate oauth access token with the help of api only , No redirections and two steps ?
I need to embed zoho tickets api in an application so i am using tickets api in my rest api but the main problem is token generation. Other companies provide one token which we can use it everytime when we make request but here in zoho we have to go through two step gui process to generate auth token which is not feasible if i have to show tickets in my admin panel because oauth token have expiry time and refresh token can only be used 10 times , I guess ? So i basically want to know that if i canAutomation #1 - How to manage Approval process using Blueprint
With numerous ways to automate different workflows and use cases in Zoho Desk, we thought why not collate the common ones and start a series for the benefit of our community! So, here we are with the first topic in our "Automation" series. This will be a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. This month, we will discuss howChild/Parent Beta
Is there a way to create a workflow based on if a ticket is a parent/child? IE: A parent ticket has a comment added, notify owner of child ticket(s) or vice versa?[Beta Feature] Parent-Child Ticketing
Hello there, a beta parent-child ticketing feature has recently been made available for some, read more here: https://help.zoho.com/portal/en/kb/desk/ticket-management/articles/understanding-parent-child-ticketing-system#Business_scenarios I would likeAutomation #10 - Auto Assign Ticket based on Keywords
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 on optimizingSudden disappearance of all articles in the knowledge base
Hello Zoho Team About two hours ago the tab in Zoho Desk started showing that, basically, all of a sudden all of our articles disappeared. It is not possible to access them even through their respective URLs. In addition, the trash data also no longerWebinar 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 serviceZoho Desk API Custom Module not all data is showing up
When i get a record by id for my new module: responseDetailed = invokeurl [ url :"https://desk.zoho.eu/api/v1/cm_tickets_CM/" + record.getJSON("id") type :GET parameters:"" connection:"desk_connection" ]; The response doesnt contain all fields, the fieldInternal Tickets?
What is the best practice for "Internal Tickets"? I want to update tickets for things like router upgrades, server maintence, etc. What is the best way to do this? Do we create a generic account that is the "customer" or is there a better way?Next Page
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Automation#23: Automate Guided Conversations in Zoho Desk with Business Hours
Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth andAutomation #7 - Auto-update Email Content to a Ticket
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Email is one of the most commonlyAutomation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceNew features and improvements in Desk's integration with Zia powered by GPT
Hi everyone, We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancementsFeaturecast Story 12 - Auto response
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 12 - Auto response Provide prompt, clear communication Auto response ensures that users receive an immediate confirmation of their message, setting a positive tone for their interactions
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How to add footer in the custom widget
I am creating my custom widget for ASAP integration in Moodle as i only need knowledge base and submit a ticket there in the moodle, There was some translation issue in default module widget now i found the way to create separate widget and show in theAutomation#21: Track Ticket Transfers Across Departments
Hello Everyone! With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles! This week, we’re excited to introduce a custom function that tracks tickets moved betweenAnyone else having auto-translate issues in Desk KB?
I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!Twilio Phone Integration - Sub Accounts
We have been using the Twilio phone integration with Zoho Desk to manage inbound support calls for our clients. However, after moving some of the client's phone numbers from our main account to a sub-account in Twilio, we have stopped receiving callsNeed help: Different email notifications for manually created tickets vs email-generated tickets
We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates
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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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