Zoho Desk | General Comunidad

• Filter contacts based on selected category in Zoho Desk ticket

  Hello community, I’m setting up the Tickets module in Zoho Desk and I need help implementing the following: When a category is selected in a ticket, I want the Contact field to be filtered so that it only displays contacts that are related to that category.

• How can I view Help Center articles in 'Sandbox' mode?

  I have published some help center articles but when I try to preview the knowledge base page, it says 'We have no content to display'.

• Ticket Resolution - Add rich formatting, screenshots and attachments

  The resolution field only allows plain text at the moment. Many of our resolutions involve posting screenshots as evidence, it would be great for us to be able to have rich text formatting, be able to paste screenshots and add attachments in the solution

• Deprecation of Marketplace functions

  We would like to inform you that Marketplace functions will be deprecated by the end of December 2024. Currently, the Marketplace supports the development of functions that can be used in extensions within HTML and resource JSON files. However, due to

• Email address ZOHO suggestions in replying - how to delete unwanted suggestions?

  Hi, I have some "unwanted" email addresses suggestions by ZOHO, and made some mistakes by replying for some tickets already. How can I clear this in ZOHO directly, I deleted all web browser history and cookies . Did not help :/ Below example, where one

• Only use 'Teams' in a department / Remove 'Agents' option

  I've sent an email too but thought I'd also post here. In our business, we do not want users to to select agents for tickets. In our previous ticketing system, for each ticket, we can only select a 'Group' and an agent within a group. Which was perfect

• Fetching first response time

  I recently used python and Zoho desk api to fetch all tickets, but checking the columns I can’t find first response time which I want to use , I could only calculate resolution time from created time and closed time. How do I go about getting first response

• Sub Department module

  please create sub department section under Department module. so much work will be reduce when this feature is available.

• Display name in Zoho Desk Ticketing system

  We are in the trial phase to implement a Ticketing system. As our company uses several generic emails, such as service@abc.com and service@xyz.com across different branches, the uniqueness of usernames (full names) becomes crucial for our business. Without

• invokeURL to change custom field

  I have a deluge script that currently runs as a Schedule. It works exactly as intended, however I've recently been informed by Zoho that there's some mechanism in place to block changes made by a script when it runs on a schedule from being detected by

• New Agent Creation - Not Receiving Activation Email

  I created multiple new agents within Zoho Desk with no issue. Everyone one of them received the activation email except one. The email is correct and confirmed multiple times. It is not located in the Spam folder. I withdrew the activation and recreated

• Reports - Billable Hours

  Hello, I have been playing around with some of the reports features but haven't yet been able to generate a report outlining Tickets which have been closed, that have billable time entries - defined against customer accounts - I can run a report showing

• Forwarding email into Desk - DMARC errors

  Hi, Our email domain is hosted through Exchange Online (Office 365). Customers email support@ourdomain.xyz which is delivered to Exchange. Exchange rewrites the TO email header to the email address associated with our Zoho Desk (support@ourdomain.zoho.xyz).

• ASAP Chrome Extension not loading

  We have ASAP enabled in Zoho Desk. I installed the ASAP Chrome Extension (Windows 10), but when I click the extension button while on our site, it never fully loads. I just get what's shown below.

• Why is the Zoho portal not mobile friendly?

  I just got started with the portal and im sort of shocked how it looks. I already filled a hint/complaint about this. On the website you see a wonderful site with a modern design. Yet in real life its a mid 2000 look and feel. One major issue i see thats

• Cannot read properties of null (reading 'className')

  Hello, I'm attempting to integrate the Zoho desk chat widget. It loads visually on most pages, but at some point, it throws this error and it never appears: Cannot read properties of null (reading 'className') Here is the full trace: floatbutton1_hXdnKUp…f6FPihRNT_T47_.js:1

• Not receiving New Ticket Emails

  Hello! The company I work for uses the Zoho ticketing system, however, I've noticed I'm not receiving email notifications when new tickets are published. I have admin rights to see these tickets on Zoho Desk and respond to them, but am not receiving the

• Calendar View for Zoho Tickets

  Is there a way to view your tickets with due dates on a calendar view? I can not find a way to merge my Zoho Calendar and Tickets. This would be extremely helpful to my team.

• Mass Update Doesn't Trigger Workflow

  Hello there, I made a workflow in Zoho Desk, and its related to Ticket module, when I update the field workflow triggers, but the problem is when I update the field in Tickets module List View (Mass Update) the workflow isn't triggering. If I can't trigger

• ZohoDesk API to get conversations count of ticket

  Hi Team, I need information about ZohoDesk API that provides conversations count of ticket. Currently in ticket metrics api (https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_Getticketmetrics), it is providing only thread count, I need all conversations

• Meta Restricts WhatsApp Marketing to U.S. numbers; Zoho Desk Limits Bulk & Mass Actions for Marketing Templates

  Meta has always limited WhatsApp marketing messages based on user engagement with previously sent templates. Businesses may have repeatedly seen the error message “USER_MARKETING_TEMPLATE_LIMIT” when messages failed to deliver. Learn more about the restriction

• Download email snippets

  Is there a way we can mass download agent-created email snippets?

• Deluge Script to Reopen Ticket if Tasks are not Completed

  I have the following script, my goal is to have it automatically reopen the ticket when the ticket is closed if there are Activities assigned to the ticket that are not "Completed". This script seems to reopen the ticket if there are any tasks at all,

• Zoho Desk - Archiving Contacts

  Hi, We have a lot of customers in Zoho Desk with associated contacts. When a contact leaves we want to be able to still have their tickets in our history as this is important. But we don't want to have all these contacts that no longer work for the company.

• Create View to See Tickets Closed within the last 3 days

  I'm trying to create a view in Zoho Desk that shows me "recently closed ticket," which I will define as tickets closed in the last 3 days. I want this view to update so that whenever I click to view it is recalculates and shows me tickets closed within 3 days from that moment. When I try to Create a view and use the criteria of "Ticket Closed Time" I have to specify a discrete time frame (on or before a specific date). It doesn't allow me to define time/date dynamically like I can do with date fields

• Export all Zoho desk tickets for past 3 months

  Hi I need to export ticket data from Zoho Desk. Specifically, I'm looking to: Export the last 3 months of tickets⁠ include ticket categories, timestamps, resolutions, agent responses (basically as much data as possible) the ticket content being the most

• IP Addresses for Whitelist

  Hi,  Where can I get a list of the IP addresses I need to whitelist for accessing Zoho Desk? TIA

• Deluge Function to Update Custom Field

  I'm trying to get a Deluge function (which will run as part of a Schedule in Desk) that retrieves all tickets with the status "Recurring" and updates the custom field checkbox "cf_recurring" to "true". Here's what I have, which doesn't work: searchValue

• Enable Image and Hyperlink Sync in Zoho Desk - Jira Integration

  Hi, We are using the Zoho Desk - Jira integration, which allows comments to sync automatically between a Zoho Desk ticket and its linked Jira issue. However, we have noticed a limitation: When adding a hyperlink or image in a Zoho Desk comment, it is

• 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, limiting

• Update ticket via import.

  Hi Zwitch team imported my tickets from freshdesk. Nice job but there is 2 pb 1st: we made mistake in agent email then ticket of this agent are unassined after zwitch import 2nd : zwitch does not take time entries. Then I got an idea. I exported from

• Whatsapp groups support

  Hi Can we use whatsapp groups with zoho desk I have managed to link whatsapp channel , howeer when i connect my whatsapp number in a group, it does not trigger a ticket in zoho desk. thank you

• Notifications mention the wrong user when tickets are updated.

  I'm having an issue with the notifications/Feed in Desk when tickets are updated in any way. All actions taken are assigned to a single user no matter who performed the action. For example lets imagine my organisation has 3 users: User A, User B, User

• Retain Jira Ticket When Merging Tickets in Zoho Desk

  Hi, We would like to request a feature enhancement for Zoho Desk's ticket merging process regarding Jira ticket retention. Current Behavior: When merging two tickets (manually via the interface or through the API), we can select the "master" ticket into

• Questions About Portal

  I am trying to set up our portal for internal use by company employees and I have a few questions: 1. Where is the portal pulling the form template from? Or more to the point, where can I go to edit it? 2. Tickets submitted by users through the portal

• Ticket/email attachment automation

  Is it possible for a ticket to grab any attachments included in the email chain(s) and add them as ticket attachments?  Or at least is there a better work-around than saving attachments to a workstation and then uploading them to the ticket? What is the best workflow others have found to include files sent to and from clients in tickets?

• New Feature : Copying tickets with all the contents such as conversations/history/attachments etc

  Sometimes our customers and distributors do create tickets (or send emails) which contain more than one incident in them and then also some of the further conversations which are either created by incorrect new tickets or replies to old tickets are being created as combined tickets. In such cases we require to "COPY" the contents of the tickets into separate tickets and merge them into their corresponding original tickets. The "CLONE" feature doesn't copy the contents (especially the conversations

• Ticket details view - add module to display other tickets open by the same user

  Hello, In the ticket details view, we have down the left-hand column 'modules' for 'Contact info', 'Key Information', 'Ticket Information' and 'Additional Information'. Is it possible to change this view and add another module to display links to other

• Possible to flag urgent tickets?

  Hello, I was wondering if it would be possible to flag urgent tickets in some way so that when they are replied to, they stand out in the 'My Open Tickets' list? What I would like to do is when I reply to a customer's ticket, flag that ticket so that

• Automating Custom Web Link Messages to Customers via Instant Messaging in Zoho Desk

  Hello, I am looking for assistance with Zoho Desk's Instant Messaging feature. Is there a way to automate the sending of a custom web link to customers every day at 6:30 PM? Any guidance or suggestions on how to achieve this would be greatly appreciated.

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• Announcements

• 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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