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    • Announcements

    • Announcing the Happiness Rating 2.0!

      Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.    Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
    • Automation #6 - Prevent Re-opening of Closed Tickets

      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. Typically when a customer submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, Oh hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.  
    • Account details view is now supported in the latest version of the Zoho Desk iOS mobile app

      Hello, In the latest version ( v2.6.13) of the Zoho Desk iOS mobile app, we have brought in support for Account details view. Users can now be able to view the details of Accounts including their respective ticket stats from within the Desk app. Please
    • Instant messaging is now supported in the latest version of the Zoho Desk Android mobile app

      Hello, In the latest version (v2.6.0.1) of the Zoho Desk Android mobile app, we have brought in support for Instant messaging integration. What is Instant messaging? Instant Messaging feature helps users to make their business smooth by connecting with
    • Zoho Desk now integrates with Trello

      The customer service team is tasked with taking good care of customers and helping them when they need assistance. When there is problem, they manage communication with the customer, while operations teams fix the problem behind the scenes. In order for both teams to be effective at what they do, actionable information has to flow between them regularly. When that doesn't happen, it can create a communication gap between what a customer wants and what internal teams actually understand.  If you use

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                                                                              • Most Discussed Topics

                                                                              • SLA configuration

                                                                                Hi, I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time. The use case is the following: If a ticket is created and the customer has no SLA set a resolve time 15 days after and the
                                                                              • How to setup a email notification when an agent reply to a client?

                                                                                Hello , when agent reply to a ticket I would like to send automatically an email notification to client with template like: “Dear Customer name, An agenti reply to your ticket. Read and reply Link ticket Have a nice day” How can i setup?
                                                                              • How to Create Ticket Templates

                                                                                Hi good day. I would like to ask an assistance on how we can create ticket templates / forms like these samples below. It would be better if they are in a "form" format instead of just filling up the description. New Hire/Onboarding – this ticket type
                                                                              • Web Browser High Power Usage in Taskmanager with Zoho Desk

                                                                                Hi, I figured out, that after some time when I am working with Zoho Desk, that the vents of my PC getting louder. So I checked the Windows Task Manager and see the Power Usage of the web browser is high and sometimes the memory usage is also high. Reducing
                                                                              • Show always Due Date and Response Due Date

                                                                                Hi, I am struggling again with Zoho Desk. Currently I am setting up the SLA and I am currently wondering why the Response Due Date and Due Date are removed, when I set the ticket status to On Hold. In my opinion this makes no sense and how can I always
                                                                              • Sticky Posts

                                                                              • Announcing the Happiness Rating 2.0!

                                                                                Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.    Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
                                                                              • Edit 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-important one today: edit & delete ticket comments .  You'll find both these options right next to the comment you made.  By default, comment authors can edit their comments while administrators can edit all comments. Likewise, comment authors
                                                                              • Announcing the New and Improved Article Editor

                                                                                KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
                                                                              • Zoho Desk Cheat Sheet For The Year-End

                                                                                Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
                                                                              • Zoho Support: Automate your way to Productivity using Time based Actions

                                                                                To avoid pitfalls in customer support leading to lower customer satisfaction, longer response cycles, increased support cost, automation and productivity improvements become a must have. In this endeavor we at Zoho Support have bolstered the existing automation options with Time bases Actions and Macros. Time based actions are used to monitor your help-desk for pre-defined actions every one hour. So the next time when you see a massive pile-up of tickets in your help-desk queue, don't fret. Setup