Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk

Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk

Hello Everyone!
Welcome back to the Ask the Experts(ATE) series!
We were so focused on our Autumn 2025 release that we didn't host an ATE session last month.

In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to your questions, use cases, and any challenges you're facing with reports, dashboards, data export, import, Zoho Desk for mobile, and the Radar app.

​

Customer support is vital for a business to expand and grow, and it is important to have insights into the agent process, teamwork work and customer satisfaction. How can you keep all of this in sight at once?
The reports and dashboards give a one-shot view of any parameter you'd like to analyze.
Along with this, you can also view Audit Logs and use Data Backup within Data Administration. Desk offers convenient import and export options.
While on a holiday, you can use Zoho Desk on your mobile to respond to tickets and continue smart monitoring with the Radar app. With Zoho Desk, organizations can go beyond basic reporting to uncover patterns, trends, and deeper insights from anywhere. This helps in forecasting, identifying opportunities for improvement, and aligning operations with strategic goals. Analytics provide visibility into key metrics through intuitive reports and dashboards, making it easy for leaders and teams to act promptly. With the mobile experience, managers can pull up the latest data on demand to maintain visibility into the time taken to resolve complex issues and monitor the efficiency of support processes.

Sample questions you can ask in this session

In this month's Ask the Experts session, take the opportunity to discuss analytics, data administration, and Zoho Desk mobile apps. Here are some questions to get started:
  1. How do you create reports based on agents or tickets, or customer satisfaction?
  2. How can reports impact growth, enhance customer satisfaction, and strengthen your organization’s decision-making?
  3. How do you create custom reports based on your requirements?
  4. How do you back up your Zoho Desk data or your knowledge base articles?
  5. How can you import contacts or other data into Zoho Desk?
  6. What's the best way to get a quick view of your metrics when you are on tour?
  7. How do you respond to tickets using Zia on your Zoho Desk mobile app?

How to participate

  1. This is a text-based discussion: Write out your questions or describe your use cases in the comments. 
  2. Sign in to the help center to drop your questions in the comments.
  3. Our panelists will respond to your questions during the 8-hour live session.

​

We encourage you to share your use cases, challenges, or feature requests. This is your chance to speak directly with our experts, gain insights, and discuss solutions that meet your organization’s needs.    

Analytics, data administration, and mobile experience with Zoho Desk
Drop your questions in the comments. No registration required.

  Connect from anywhere


Thursday
October 30, 2025
8:30 AM – 4:30 PM GMT
2:00 PM – 10:00 PM IST
10:30 AM – 6:30 PM CEST
2:30 PM – 8:30 PM GST
6:30 PM – 2:30 AM AEST
1:30 AM – 9:30 AM PST

Follow this post to stay notified as the discussions continue. We look forward to another engaging and insightful session, just like our previous ATEs.
See you at the session,
Lydia | Zoho Desk

    • Sticky Posts

    • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

      Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any

    • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 5: Online Q&A on Zoho Desk Extensibility

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 4: A 5 hour online Q&A on agent productivity

      Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 3: A 5 hour online Q&A on reports and dashboards

      Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

      • Recent Topics

      • Tax/Vat Number Field As Standard - Customer & Vendor

        Hello, when are you'll going to have the customer & vendor tax/vat number as a standard field under the relevant profile pages? I find it strange that after 6 years of using Zoho Inventory that I still have to use a custom field for a tax/vat number,

      • Is there a way to sync Tags between CRM and Campaigns/Marketing Hub?

        I wonder if there is a way to synch the tags between CRM and Marketing-Hub / Campaigns?

      • Free Webinar Alert! Zoho Mail + Zoho CRM: Turn inbox replies into CRM deals

        Hello Zoho Community! Are your sales conversations happening in Zoho Mail while your customer data lives in Zoho CRM? Join our upcoming webinar to learn how integrating the two can help you automate follow-ups, capture leads faster, and keep every customer

      • Displaying only unread tickets in ticket view

        Hello, I was wondering if someone might be able to help me with this one. We use filters to display our ticket list, typically using a saved filter which displays the tickets which are overdue or due today. What I'd really like is another filter that

      • Assign account to a ticket created with WebToCase

        We use Zoho Desk. Our large client uses WebToCase form to submit tickets. I have two workflow rules: When a contact is created and its email ends with example.com, it runs a custom function, which assigns the new contact the right account Example with

      • Introducing the Employee Portal for internal job posting

        Employee referrals and internal applications are one of the most trusted hiring channels. But in many organizations, employees only hear about openings through messages, word of mouth, or after the role has already been open for a while. When employees

      • Connect ZOHO social with Google Data Studio and download data from ZOHO social

        Dear ZOHO team, I am writing this message to enquire about how to connect ZOHO social with Google data studio since our company would like to use Google data studio to generate reports. Is it a way to download data from ZOHO social? Best regards, Chris

      • Marketing Tip #42: Keep policy pages updated and accessible

        Policy pages may not be the most exciting part of your store, but they play a big role in building trust. Before buying, many customers look for information on shipping, returns, refunds, privacy, and terms. If these pages are missing, outdated, or hard

      • Extend the Image Choice Field

        Hi, The New Yes/No field is great for what it does, and the Image Choice Field is good but could be better with some functions from the Yes/No field. Take an example, rather than just Yes/No you want Yes/No/Maybe (Or more than 3 choices), but unlike the

      • Migrate from Zoho Mail to G Suite

        I am unable to find any documentation on how one can migrate from Zoho Mail to another platform, like G Suite or Office 365. Please point me to the right documentation. Thank you.

      • Help: Capture full page URL in hidden field when same Zoho Form is embedded on multiple pages (iframe)

        Hi all, Goal Use one Zoho Form across multiple pages and record the exact page URL (incl. subdomain + path + hash) where the user submitted it. Example pages: https://www.example.com/cargo/ https://www.example.com/cargo/containers/#contact https://cargo.example.com/auto/

      • The All New Attendee App | Zoho Backstage

        The Zoho Backstage attendee app is the primary touchpoint for attendees, speakers, exhibitors, and sponsors during an event. It helps participants access event information, manage their schedules, connect with other participants, engage with exhibitors

      • Department Customization Copy/Paste

        Hello! I love the new customization of the layouts, rules and templates! However, we have several "departments" that operate similar and as I'm updating either ticket layout or workflow rules, I'm finding that I have to do it in each department. I would

      • Ticket status does not update upon layout change

        Hi team, I'm encountering an issue with ticket layouts and Blueprints in Zoho Desk and would like to understand whether this is expected behavior or a bug. Scenario I have two ticket layouts: Helpdesk Integration The Integration layout has its default

      • The 3.1 biggest problems with Kiosk right now

        I can see a lot of promise in Kiosk, but it currently has limited functionality that makes it a bit of an ugly duckling. It's great at some things, but woeful at others, meaning people must rely on multiple tools within CRM for their business processes.

      • "code":3001 ["Failed to update data."]

        I would like to seek your expertise - I might be wrong on my approach also.. I highly appreciate your advice. 1 problem remains is when a new row was added on the existing one [from another form that trigger upon Successful form submission ], it gets

      • Zoho Team Inbox - roadmap

        Hi, would be good to understand the Teaminbox roadmap, in particular: 1. API / Zoho Deluge connections. We have a process where the each email needs to be either tagged or assigned daily. It would be great if we could automate a 5pm alert for any exemptions

      • Zia Agents looks promising, but I still cannot deploy my first agent or connect WhatsApp after weeks of support tickets

        Hi Everyone, I am posting here because I am stuck and need practical help from someone who has successfully deployed a Zia Agent with WhatsApp. Zia Agents looks like a very promising product. I have watched the platform expand quickly, and I have noticed

      • Application-Level Save copy of sent emails

        It would be really helpful to be able to turn on/off the Save copy of sent emails at a per application level, so some applications can save in the sent folder and others don't.

      • how to get transcripts with speaker and time marks?

        Hello, I downloaded the transcript of a recent meeting and noticed that the TXT file does not bring the speaker name and the time mark. Is there any way to make it happen using ootb resources from Zoho Meeting? best

      • [IDEA] Bring Layout - Conditional Rules and Client Scripts to Zoho Books

        The problem We run Zoho Books with two e-invoicing integrations: myData (Greek tax authority, AADE) and PEPPOL (EU e-invoicing). Between the two, our Invoice form carries a large number of custom fields — document type codes, VAT exemption categories,

      • 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.

      • You do not have sufficient permissions to perform this operation. Contact your administrator.

        When I attempt to log a call I initiate the +New Call and Start Calling and I click Answered Call in the popup dialog box that follows. Any attempt to save or close this dialog box results in "You do not have sufficient permissions to perform this operation. Contact your administrator." The only way I can get the popup to disappear is to refresh the page and it will go away. I have found others reporting this issue when they attempt to run reports.  Any suggestions? Thank you in advance for taking

      • Zoho CRM Layout Rules: Nine New Actions, Profile-Based Execution, and Interactive Preview

        Hello everyone, Availability: This feature is now available for customers in the JP and SA DCs. It is planned to be released for other customers in soon. We’re excited to announce powerful new enhancements to Layout Rules in Zoho CRM - a feature built

      • Zia Agents: quando a Inteligência Artificial do Zoho para de sugerir e passa a agir

        Decidi criar um artigo com um panorama prático sobre o que são os agentes do Zia Agents, como funcionam de verdade dentro do ecossistema Zoho e o que aprendi implementando um agente de qualificação de leads em produção. De onde veio a idéia do artigo?

      • Zoho Desk Android app update: Manage Custom Module records, View Record Counts for Sub Modules.

        Hello everyone! We have introduced an option to add, edit and delete Custom Module records within the Zoho Desk Android app. Now, you can also view the record counts for sub modules (Time Entry, Attachments, Activities) in the ticket details screen. Please

      • Automating CRM backup storage?

        Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

      • How to preserve Lead Creation Date, UTM parameters, and custom fields during Lead Conversion?

        We are optimizing our MQL journey. When converting leads to contacts/deals, we need to ensure that the original system Lead Creation Date and UTM tracking parameters (Source, Medium, Campaign) are not lost or archived, as our teams require them for accurate

      • Problem with currency field in Zoho CRM

        Hi Guys Zoho Books has a feature in currency fields that automatically converts decimal numbers with commas ( , ) to period format ( . ) when pasting them. For example: R$ 2,50 --> R$ 2.50 Is this behavior available in Zoho CRM? I couldn't find any configuration

      • Sub-projects

        Hi,  Can we create a sub-project.   Client1 1. project1     1.1 sub-project1    1.2 sub-project2 2. project2    2.1 sub-project1    2.2  sub-project2

      • Using Items from Books as product/plan Add-Ons

        Hey, It'll be great to use Items from Books as product/plan Add-Ons. Ed

      • Inspection Table

        Hello Latha, We created a job sheet that includes the new table (Inspection Table) which was introduced recently. However, agents are not able to see the rows in the inspection table. Could you please investigate this issue and get back to us? Please

      • Custom Button Creation from Layout Editor in Zoho CRM

        Hello All, Buttons in Zoho CRM act as triggers that perform a specific action when clicked. Zoho CRM includes a set of system buttons that help you carry out common actions with a single click. Beyond these, your organization can create custom buttons

      • Automatic login options for customer portal

        The customer portal is nice for zoho subscriptions, but there are no options to automatically login to it, so if a user is logged into their account inside of my product, I can't create a link that will let them login to their dashboard. Could we have

      • Square Payments for Subscriptions

        I'd love to be able to use Square Payments for Subscriptions with my customers. I already use it for Zoho Books Please have this considered. It would really help my business

      • Admin Logging in as another User

        How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Latest Update (27th April 2026): With the early

      • Add a MATRIX field to the forms creation

        Same as Zoho forms, we need a Matrix field in Zoho Creator forms, is very usefull

      • Discount Per Line Item

        We are a phone company. Sometimes, when we sign up customers, our sales team would like to provide recurring discounts on certain addons. Presently, we have no way of doing this so when we provide discounts, we are forced to simply reduce the price of

      • Introducing template migration: Move your Docusign templates to Zoho Sign in minutes

        Moving to a new e-signature tool usually comes with a catch: recreating every template from scratch. For teams that rely on dozens of carefully built templates—each with the right recipient roles, fields, and placements—that manual rework is often the

      • Error Code 2945 , PATTERN_NOT_MATCHED

        Hi, I am trying out Zoho Creator API.  However, I always get the following <response>     <code>2945</code>     <message>PATTERN_NOT_MATCHED</message> </response> However, error code list error as Invalid Ticket. I do not know what is wrong. 

      • Next Page