[ZohoDesk] Improve Status View with a new editeble kanban view
A kanban view with more information about the ticket and the contact who created the ticket would be valueble. I would like to edit the fields with the ones i like to see at one glance. Like in CRM where you can edit the canvas view, i would like to edit
Feature Request - Ability to Customise Contact Info Card on Ticket Details View
Hi Desk Team, I've added a "Contact Priority" and "Account Prioirty" field and it would be very useful to agents if they could see that information in the Contact Info card on the Ticket Details view. It would be great if we could choose some fields to
Security Update: Discontinuing weak TLS cipher suites
Hello everyone, This post is about Zoho's ongoing measures to strengthen security across all Data Centers. Zoho is sunsetting weak TLS cipher suites across all its data centers. We are enforcing updates to the US, IN and EU data centers after completing
Email Alerts added on the ticket as the user that created the alert
I created some alerts to e-mail the contact when the ticket is waiting for client response after X amount of days. The rules and alerts are working fine. The problem is, since I was the one that created the rule, alert and/or e-mail template, every time
Ask the Experts 34: AI-assisted support: Practices, challenges, and people
Hello everyone, The first week of October is celebrated as Customer Service Week. As discussed in our post, behind a great customer experience is a team, this is a time to appreciate our support reps, who work tirelessly to support us. Every organization
Zoho Desk's integration with Microsoft PowerBI delivers advanced analytics insights
Hello everyone, Gaining advanced insights through reports and dashboards is one of the critical requirements of every business. In addition to key metrics tracked in Zoho Desk, such as agent performance, SLA adherence, and ticket lifecycle, businesses
Need a way to 2 way sync only Accounts of Account Type Customer
Currently when using the either the one way sync or two way sync between Zoho CRM and Zoho Desk there is no way to only sync Accounts > Account Type = Customer. I do not want to add all accounts to Zoho Desk and clutter up the system with Accounts I
[Security] Sender can reveal Agents IP without user interaction
Hi, I'm a little bit frustrated here. I reported a security issue (in my eyes) to the bug-bounty program of Zoho. But it's being refused and the judgement is: "No security issue" . So that's why i'm publicing it here, curious what other people think about
Allow Reordering of Layouts
It should be possible to reorder how layouts appear when a user or agent is in the system choosing a layout for a ticket. Currently (and before I realized it), you cannot reorder layouts once they are created, so whatever order you generated them in is
Setting default From address when replying to request
At the moment, if I want to reply to a request, the From field has three options, company@zohosupport.com, support@company.zohosupport.com, and support@company.com. The first two are really internal address that should never be seen by the customer and
disable auto reply for specific users (emails)
Hi, sometimes our client write us directly and when we forward this email to the support email, we receiving the auto response email from Zoho Desk. how can i disable the auto reply message for specific users (emails)? Thanks
Zia AI capabilities now available in all paid editions
Hello everyone, We are expanding the availability of AI-powered features in Desk to the other paid subscriptions from 7th July 2026. Right now, the following AI-based features are available for Enterprise edition users: Intelligence: Sentiment analysis,
Adding additional records dynamically to a subset of fields
I'm trying to create a service ticket layout which will be passed to a Creator application for Field Service Management (FSM) purposes. We need to be able to define a specific subset of service product fields such as "Service Product", "Service Product Serial Number", "Service Product Warranty End Date" and "Service Product Current Warranty Status". We may need to record more than one of these subsets, in case the customer has more than one product which has to be serviced on their site. It seems
Mass Email
Hi Team, Unable to sent bulk emails to all customers together. provide bulk email facility.
Zoho Support / Microsoft Outlook integration
Is there integration between Microsoft Outlook and Zoho Support? If so, can you point me to the related documentation? I'm trying to understand how that would work.
Set same ticket Threshold for Agent-Level Thresholds
I am creating Agent-Level Thresholds for agents to auto-assign tickets in a Load-based Round Robin rule. I am unable to set the same number of Open tickets for agents when setting their Thresholds. For exampel: Agent 1 = 10 Agent 2 = 25 Agent 3 = SHOULD
Allow widgets to be placed between native sections in the Ticket Properties panel
One of our biggest frustrations with the Tickets module is how rigid the Ticket Properties panel is. Every section there is built only from native Zoho Desk fields. We can add sections, rearrange fields, and pick layouts, but we can’t put anything custom
Edit Pinned Comments in Zoho Desk
It's great that private comments can now be pinned to the top of the ticket but what would be extremely helpful would be to allow for the pinned comment to be edited vs. having to find the comment in the ticket to edit it.
What does "Tickets for Review" do?
What is the purpose of the va nilla view " Tickets for Review?"
How to disable automatic ticket closure emails for specific outgoing communications?
Is there a way to disable the automatic "Ticket Closed" email notification for specific tickets or outgoing emails? Currently, every time we send an email to a customer, the system automatically sends a "Ticket Created" email, followed by a "Ticket Closed"
Set department automatically for incoming calls
Is it possible, when receiving an incoming call through Zoho Desk (using Twilio integration), for the department to be auto-selected based on the phone line being called? Currently, we have to manually select the department from the dropdown menu when
Zoho Desk training for administrators in EU and US region
Hello Everyone, Get ready for the certified Virtual Classroom training for our Zoho Desk users in Europe and the US. Our in-house Zoho Desk expert, @Dheeraj | Zoho Desk, will conduct the virtual classroom training. This training focuses on simplifying
Support Plan: Recuring Issue
Hi Zoho Team, Could you please look into this recurring alert and provide clarification on why this restriction is still in place? This issue has become a bottleneck in our workflow, significantly limiting our automation capabilities. We are unable to
Pushover Notification Module
Hello, it would be good if there would be a "Pushover" (https://pushover.net/) module besides the standard SMS module. Pushover is now very well known, especially in IT, and is becoming more and more popular. The biggest advantage are the customizable
E-Mail Blacklist via GUI
Hello, It would be helpful if the GUI included an option to block specific email addresses (both incoming and outgoing). I want a setting where I can completely block certain email addresses. This means that no tickets can be opened from those addresses,
Tags on individual ticket comments and replies, with color coding and a filter
In Zoho Desk you can tag a ticket, but you can’t tag the individual comments and replies inside it. For teams with long, structured ticket threads, that’s a big gap. The problem Our tickets can easily reach 50+ comments and replies. Many of them are specific,
Merge Tickets Directly from Contact Page in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a new feature that would allow users to easily merge tickets directly from the contact page in Zoho Desk. Currently, the only option to merge tickets is from the Tickets list view page, which can
GrassHopper VOIP Integration
Does Zoho Plan to integrate with Grasshopper to allow the Telephony hookup in Zoho Desk? If not, Can this be passed along for consideration
Losing description after merging tickets
Hello, We merge tickets when they are about the same topic from the same client. It happens sometimes. We recently noticed that after the merger only the description from the master ticket is left in a thread. And the slave-ticket description is erased.
Reach us through our official support channels
Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and ready
Zoho CRM and Desk sandboxes for testing native integration
Hello team, We are evaluating the native integration between Zoho CRM and Zoho Desk, We have sandbox instances of both products and want to test the integration there, without any effect on our production CRM or production Desk data. While setting up
Option to Disable Knowledge Base Section in Feedback Widget Popup Hello Zoho Desk Team
Hello Zoho Desk Team, How are you? We are actively using Zoho Desk and would like to make more use of the Feedback Widget. One of the ways we implement it is through the popup option. At the moment, the popup always displays the Knowledge Base section,
Behind a great customer experience is a team
Hi everyone, October is here, and the first week marks the Customer service week. Each year, we thank our customer service professionals. Service professionals are all around us, even in our own workplaces: They handle essential administrative work like
Images Not Displaying Properly in Zoho Desk
Hi, We are experiencing an issue with image rendering in Zoho Desk, affecting both incoming and outgoing emails. Images embedded in email conversations are not displaying properly. Instead, we see broken image icons or empty placeholders where the images
Email Forwarding to Zoho Desk Failing After Migration from Gmail to Outlook (Microsoft)
We recently migrated from Gmail to Microsoft Outlook. Since the migration date, emails sent by our customers are no longer being received by Zoho Desk. I tried setting up the email forwarding rules in Outlook similar to what we had in Gmail, but it still
Email Blast
Hi, How do we send an email blast to thousands of customers? The email addresses are not yet saved in Zoho Desk.
WhatsApp Business Message Pricing Update: Effective October 1, 2026
Hi everyone, Starting October 1, 2026, Meta is updating how WhatsApp Business messages are charged. This guide explains the new per-message pricing model, how message categories work, and what changes for service messages specifically. How Meta charges
What is the difference between "Reply" and "Public Comment" in a ticket?
Hey, my company is thinking about switching to Zoho Desk but we do not understand the difference between the "Reply" and the "Public Comment" feature. When should we use which? And why? What is the difference between them? Thank you for your help! Kindest
Comments Vs. Replies
I'm curious as to the difference between a "Reply" and a "Comment" on a ticket. It appears that "Replies" are what's used to determine response time SLA's and there are also used to automatically re-open tickets. I'm just trying to understand the key differences so I can educate both our clientele and our back-end users on which function/feature to use to better improve the ticket lifecycle. If anyone has any insight it would be appreciated. Thanks!
Supervisor Rules --> Custom Function
Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last
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