Zoho Desk | General Comunidad

• Names displayed in lowercase

  When a ticket is submitted via email, Zoho Desk picks up sender's name, but displays it in lowercase on the ticket. Is there a way to prevent it and displayed it properly? Example: Email is sent to our support email address with: From: John Smith < johnsmith@example.com>

• Stay informed with API Usage Alerts

  Hello everyone, We have introduced API Usage Alerts, a new feature designed to manage API usage more effectively. This feature ensures users receive notifications when their API usage reaches a set threshold. This enables admins to promptly address the

• In focus: New privacy and security settings in Radar

  Hello everyone, Welcome to the third edition of Radar In focus series. In this instalment, we're discussing Radar's new privacy and security settings. The advent of mobile help desk apps has changed customer support in numerous ways. Along with providing

• Scan and upload documents to tickets, comments, and activities

  Hello Everyone! To give effective support to the end-users, agents often have to attach information or documents such as an invoice or purchase order. The Zoho Desk app allows the users to include such important details in the form of photos, files, voice

• How can I create a view on tickets followed?

  In Desk, there does not seem to be an option to create a view to filter out tickets which the agent is a follower on. Can this be achieved?

• Zoho Desk Ticket Properties

  Hi Zoho Team, Checking on this if we have another outage on specific ticket module under properties. **Some of our departments aren't affected.

• Agents unable to view ticket content

  For the past hour and a half users who submit tickets and agents are unable to view the ticket content. When a ticket is submitted the user gets a forever loading screen, and the agents only see a "Something went wrong" error

• How do I edit the auto response we send to clients when they send an email and a ticket is opened?

  Hi, we have set an auto-response email that every client gets when he\she sends an email and a ticket is opened.  I'd like to edit the wordings of the response, but cant find it in settings->Automation.

• Organizing Knowledge Base Content with Accordions and Tabs

  Hello everyone, Breaking down extensive content into bite-sized information improves comprehension and readability. Proper organization and structurization of content is vital in helping readers understand. We have tried to implement these factors in

• Automation to upgrade priority of ticket in desk after 60 days/Custom Functions in Zoho Desk

  I am trying to have a ticket automatically update its priority to high once it has been open for X days. I figured I could do this with a custom function, but I can't find much documentation to help me grab the correct fields in my ticket. I have used

• Assign a Lite Agent or Regular Agent to Account

  We need to be able to assign an Agent (preferably a Lite Agent since all we will give is read \ view access). We generate Monthly bill reports for Accounts that are emailed via Advance Analytics. When the accountants see a charge and want the details,

• Customer Service Level report

  Hi,  Is there a plan to have Customer Service Level report available to the Customer to download? i.e. a customer facing report that provides key data on tickets.  per status per product domain, per user, % resolution etc... Thanks,  Hasna

• Improved User Identification and Ticket Association in Guided Conversation Flow (Chatbot)

  We’d love to see some enhancements in Zoho Desk’s “GC Flow” to streamline ticket management and improve user support experiences. Here’s the idea: Currently, when users enter information like name, email, or company during a chatbot session, this data

• Escalation Notifications via Slack Integration

  Hi, Per my understanding of the settings in the Slack Integration, I am able to set it up to notify when an escalation trigger has been started, is that correct? I have done some testing and I can only seem to get it to send the escalation notification

• Custom View in All Departments

  Hell, I am unable to add a custom view when I am in All Departments.  I am also unable to use Table View in All Departments.  Is this something I should be able to do with my version?  It seems silly to not have this available. Thanks!

• Urgent Issue!!!!!!!! : "You are not authorized to access this resource."

  Hi support team. Thanks for your api service. When I call the "Call Search API" of the zoho desk API In order to call this api, I added these "Desk.activities.calls.READ , Desk.activities.READ , Desk.calls.READ" into the scpe. Other apis works well. How

• Zoho license.

  I have an issue with my Zoho license. I have the Standard plan, which states I can create up to 10 departments, but I'm only able to create one; it doesn’t allow me to create more. What can I do to resolve this?

• Zoho Desk Help Center User Personalization

  Hello, I would like to customize my Zoho Desk Help Center portal so that users can see personalized information about their customer profile using widgets or extensions. For instance, I want to display the user's service plan status, products they've

• Can the Time Added Successfully notification be moved or disabled when saving Ticket Information in Zoho Desk?

  Currently, the notification obscures other buttons such as the Comment and More Actions buttons. This notification eventually goes away but causes slowness in ticket creation due to this notification.

• Need clarification on Execute on Customer Reply in Workflows

  We have implemented a workflow rule that will split responses to tickets closed older than 7 days to a new ticket but we are finding that in some situations this doesn't appear to be working properly. A customer will respond, it will go into the original

• Stop email to customer after auto close

  We have a time based action setup, where if the customer has not responded to our email within 14 days, then it auto closes - see below: Ticket was updated through a Time-based Action Rule NameInactive for 14 days tickets Assignment NameMove to closed

• Export Emails

  I want to export all the emails from customers so I can study their messages and study our company’s past responses to them. How do I export the actual messages?

• Treat Submit a Ticket Form's Description Field Like a Dynamic Search for Related Articles?

  Does anyone know if this is possible? If someone skips the KB and goes straight to the Submit a Ticket form, we would like to include a widget on the side that displays a list of related articles based on the words being typed into the Description field.

• Can I close a call "Silently" so it doesn't send a close email?

  Hi ZohoDesk, Is there any way of closing a call silently so it doesn't send an email. Scenarios where this may be required. An Account Manager logs a call for a client which is a discussion internally.  They want something to be actioned for the client. 

• Tickets - Required Fields

  Hello! I am fairly new to Zoho Desk. We have a 7 required fields in our tickets and need them to be completed before a ticket can be closed. The fields are a series of dropdowns and text fields where it cannot be blank. I saw somewhere that a blueprint

• Suggestion: Download all attachments on a ticket

  We often get tickets with multiple attachments and it would be nice to be able to download them all at once instead of individually.  For example, today we got a ticket with 32 picture attachments (task request to post a real estate listiing).  Thanks, Scott

• custom module import.

  Is there a way to import data into a custom module? Thanks Rudy

• Maximum number of active workflows

  Hi team, Is there any plan to increase the maximum number of active workflows in a module ? We have reached the maximum number quite quickly and have already condensed similar workflows into one rule but we would really benefit from being able to create

• Reportes versión Free

  Alguien sabe como configurar los reportes de Zoho en la versión Free? o solo funciona en las versiones pagas?

• Billing issue

  Morning, I know I am posting in the wrong support group for my issue, but the Analytic team does not seem to be answering my tickets. I have replied to ticket no. 104757202 and opened a new ticket, 106850637, and got no reply. I also sent an email to

• Passing Session Variables from GC Widget Script

  Hi team, I need your help for passing session variables from the script so the actual scenario i need to define some user-related fields like username, email and contact etc.. and pass this data dynamically from my website that display the GC widget,

• Export Ticket information

  Hello, Is there a way to download all the ticket data, including the subject, content, contact name, etc., into an Excel file? If so, could you guide me through the steps?

• Admin Control Over Agent Preferences in Zoho Desk

  Hi Zoho Team, I’d like to request a feature that provides administrators with control over agent preferences in Zoho Desk. As it stands, agents can freely adjust settings under Settings -> Personalization -> Preferences (such as Auto Suggestions, Time

• Save Notification Filter Preferences in Zoho Desk

  Hi Zoho Team, We appreciate the new feature that allows agents to filter notifications by Unread Notifications, @Mentions, and Flagged Notifications. This is a great enhancement that makes it easier to manage notifications effectively. However, we’d like

• Colocar o chatbot para cada conta

  Temos uma lista em cada conta, é possivel colocar 1 chatbot especifico para cada conta ?

• Report to know the history of certain Tickets on Desk

  Hi there guys, As the title implies we're wondering if there's any way to get some kind of Report that allows us to check the History of various Tickets at the same time since as of today if we want to know that we have to check them 1 by 1 which is not

• Is Zoho Down 10/15/2024

  Nobody in my company can can access a complete ticket in Zoho. Sometimes the tickets page won't even load, sometimes the ticket will load but not the conversations.

• Final reminder on discontinuing the support for Remote Authentication mechanism

  We have already announced about the deprecation of Remote Authentication mechanism five months back here. This announcement is a follow up to let the customers, who are yet to migrate from Remote Authentication mechanism, know that we will stop supporting

• Pinning Comments

  2-3 years ago I requested a feature to let us pin comments to the top of a ticket. I see this feature was finally done but you missed one of the most important features of this. To be able to have a Comment added and pinned automatically based on the

• How to create a lookup field in Desk, where the lookup value are located in a Sharepoint list

  Hi, I am trying to use Desk as my incident management tool for our security department. Part of the incident management is to do some of the risk analysis (threat, vulnerability, impact and associate existing risks where available). Currently my Risk

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• Agent Performance Report

  From data to decisions: A deep dive into ticketing system reports An agent performance report in a ticketing system provides a comprehensive view of how support agents manage customer tickets. It measures efficiency and quality by tracking key performance

• Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

• Agent Availability Report

  From data to decisions: A deep dive into ticketing system reports Businesses need to track when their support agents check in and check out from work. This report, titled Agent Availability, is one of the static reports that helps managers track the number

• SLA Ticket Report

  From data to decisions: A deep dive into ticketing system reports Service level agreement (SLA) ticket reports in a help desk system are crucial for ensuring that services are delivered according to established commitments. They help maintain accountability

• Announcing Early Access to the next generation of Zoho Desk UI

  Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -

• Most Discussed Topics

• Field Dependency Not Working on Detail Page in Zoho Desk

  Hi Support Team, I’ve created field dependencies between two fields in Zoho Desk, and they are working correctly on the Create and Edit layouts. However, on the Detail page, the fields are not displaying according to the dependencies I’ve set — they appear

• Using Zoho Desk to support ISMS process

  Hi, I am evaluating using Zoho Desk for security incident management. This seems to be aligned with Zoho Desk purpose as its just another type of incident. However in security incident management, ideally I can link incidents (tickets) with a risk from

• Are there default/pre-built dashboards in Zoho Desk?

  Hi, I am looking for some pre-built dashboard templates in Zoho Desk, similar to what we can find in CRM/Projects, etc Thank you

• Filtering Tickets based on Email headers

  We're starting to get a lot more junk coming into our Zoho Desk, which is then triggering unnecessary email alerts to agents. Once thing we could do to cut this junk in half, is to filter tickets based on email headers. Any email containing the `List-Unsubscribe`

• Adding branded signature to tickets reply

  Hi, i am unable to figure out how to add signatures with logo to tickets reply. please advice .

• Sticky Posts

• Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

• WhatsApp pricing changes: Pay per message starting July 1, 2025

  Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

• Live 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 tools

• Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

  Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

• 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

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