Zoho Desk | General Comunidad

• Shared Snippets Everyone

  Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippets

• Business hours in reports

  Hi. If I activate the business hours for my tickets. Does it affect in reports? I mean, if before, without working hours a ticket comes in on a Monday and closes the following Monday, in the resolution time in working hours I get 7 days. I want to know

• Zia Field Prediction - Unable to Validate Dataset Entries

  Lastly, whenever we want to create a new field prediction, the status gets stuck in Incomplete and when I try to annotate tickets, I get an error message saying "Unable to validate dataset entries." I've tried deleting and recreating the prediction, but

• How can you train the Zia Bot for Desk

  I added the Zia bot to my portal, but it's rarely able to answer questions, even when I have dedicated articles for the question.  How can I best train it? Should I change the title of my articles, add more information inthe body copy?

• ZOHO DESK | SET PERMISSION NOT TO ALLOW SPECIFIC AGENTS TO CREATE TICKET

  Hi Zoho Team, I have a question regarding this: "Team Desk are the ones to have the permission to create a ticket, Team OPS resolvers must not create a ticket." - How to set permission to Team OPS resolvers for not creating a ticket? Only Team Desk should

• Can't find parent child ticketing

  Hi I can't find parent child ticketing under tickets in this new organization... I have in the past on other organizations

• Filtering Parent and Child Tickets in Analytics

  Hello Zoho Support Team, We’ve noticed that when checking our ticket analytics in Zoho Desk, the data merges both parent and child tickets for key metrics like the number of new tickets, closed tickets, and first response time. This results in inaccurate

• Handling Automatic Replies in Desk

  We send out email campaigns (currently via Klaviyo) and naturally we receive "Automatic Replies" to these mass email campaigns. These responses are all being routed to Zoho Desk. We get two types of "Automatic Replies" Type 1) Customer is out of the office/holiday

• Enhance "Send Cliq Notification" Action in Zoho Desk Workflows (and also add Happiness Rating Support)

  ello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the “Send Cliq Notification” action available in Zoho Desk workflows — specifically in workflows triggered by Happiness Ratings, but also relevant to all workflows

• Handling identifiers during an import

  Importing your data When importing data into an application, it is crucial to prevent data loss or duplication. These types of errors can hinder the development of a clean and well-organised database, which is essential for effective data management and

• Restrict Agents from Editing Shared Custom Views in Zoho Desk

  Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the custom views functionality in Zoho Desk. 🎯 Background We’re actively using custom views to filter and display tickets for different teams based on specific

• Introduction Dario Schiraldi Deutsche Bank Executive

  Hello Everyone, Dario Schiraldi serves as a key leader at Deutsche Bank, where he plays a crucial role in shaping the bank's strategic direction and driving operational success. With a solid foundation in finance and leadership, Dario is committed to

• Knowledgeable Image Quality is very poor, any recommendations how to improve this?

  Hi All, We are looking at migrating our current knowledge base to Zoho so it can be kept in one location. Our current KB utilises a lot of images to try and make it easier for users and less wordy. Unfortunately, when I upload an image within an article,

• Recipient Field on replies doesn't update with Contact change

  Some emails that come into our system come from an online form and the sender address is a noreply@whateverthedomainis.org So in order to reply to the original sender, we need to update/change the contact for the tickets. However, after we change the

• Support Mixed Visibility Settings in Knowledge Base Categories

  Hello Zoho Desk Team, We hope you're all doing well. We’d like to submit a feature request regarding visibility settings in the Knowledge Base module. 🎯 Current Limitation As of today, when a category is set to a specific visibility level (e.g., Public),

• Lookup Field limitations

  Good day all, Is anyone else frustrated with the lookup field limitation? I have an enterprise license, but I only get 10 lookups. Additionally, the custom module has been available for a while and is still in diapers. If you want good reporting, you

• 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

• When a ticket is merged, the merged ticket's link should redirect to the remaining ticket.

  Zoho Desk deletes merged tickets. Which is not ideal. The issue is if you have a link bookmarked, or even in your inbox from a ticket that was merged, when you visit you receive an error because merging tickets actually deletes the ticket that was merged.

• Pass data from a Zoho Desk ticket to a Zoho Form as pre-fill data?

  Hello, I'm trying to pre-fill a Zoho form with client data based on the Zoho Desk ticket data that would be associated. Work flow i'm trying to create: 1. Ticket created for a sales order 2. order requires a site survey 3. link inside ticket links to

• Can a user be assigned to an Account based on email domain?

  Hi ZohoDesk, If I have a customer Account already configured is there any way I can use a domain matching rule to assign a new user to the correct account when logging a ticket by email? Many thanks Rich

• Agent working hours

  Hi, I know it is possible to set company business hours but is it possible so that agents can have different ones? I.e. some agents cover later hours on specific weeks - can these be set so those agents that are "working" get notified about tickets etc. 

• Central de Ajuda - Restringir visualização de tickets

  Estou tentando configurar o Zoho Desk para que determinados usuários dentro de uma mesma conta consigam visualizar apenas os tickets criados por usuários específicos dessa conta — e não todos os tickets ou apenas os seus próprios. Até onde sei, existe

• Business Hours with lunch break

  Our business hours are: mon - fri 08:30 - 13:00, 15:00 - 18:30. How can I handle the lunch break? If I use 8:30 - 18:30 it obviously breaks SLA. Thanks

• Finding draft ticket replies

  Is there a way to see all tickets which have draft replies?

• How to apply a tag to a ticket based on the to email address?

  I need to assign a tag to a ticket if the ticket was sent to a specific email address. For example, we have the email accounting[at]company.com forwarding into Zoho Desk. We would like all emails that were sent to this address to be tagged with an Accounting

• Zoho Notifications - Received two notifications for one message and none for the other

  We had a client reply to a ticket twice in one minute. The ticket owner received two emails for the second message but none for the first (which was crucial content and unfortunately was therefore missed). I'm assuming this created a race condition -

• Error in Deluge script, but all should be OK

  I get an error when using the following deluge script (sensitive info changed with ***). This script should parse a projectnumber out of the subject or body text and put it in a custom field of the ticket. The error: Validation failed for the condition

• Problems with clipboard paste into ticket comments

  Problem as title. Using Chrome get to paste contents of clipboard but submit gives 'you've exceeded the character limit of 30,000 for this comment' irrelevant of actual number of characters. Edge just pastes txt 'undefined' irrelevant of actual contents of clipboard All other areas of Zoho desk work fine with clipboard paste (i.e. new ticket description) it's just comments on existing tickets that seem to have problem. Was all working fine until early yesterday (14th) Client is Windows 10 Pro 1803

• Products in time entry

  Morning, Is there a way to add the product field to the time entry layout? Giving us the ability to identify a product per time entry. Thanks Rudy

• Desk - CRM Integration: SPAM Contacts (Auto Delete)

  SPAM contacts is a useful feature, but when the CRM sync is used, it is very frustrating. When a contact is marked as SPAM on Desk, I wish to do the same on CRM. When a SPAM contact is deleted, I would like it deleted from CRM. The feature looks half-baked.

• What are the knowledge database limit for AnswerBot and which app its integrate?

  1) Can AnswerBot be integrated in Trainer Central? 2) Can AnswerBot learn from external websites and excel spreadsheets? 3) Is there a limit size or number of documents for the knowledge based content to train AnswerBot? Thanks

• Drag-and-Drop Customization Interface for Help Center in Zoho Desk

  Hi Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the customization of the Help Center in Zoho Desk. 🔧 Current Limitation: At present, Help Center customization options are quite limited through the Zoho Desk

• Condolences and Prayers Following the Ahmedabad Plane Crash

  Dear Zoho Team, We were heartbroken to learn about the tragic plane crash that occurred today in Ahmedabad, as reported in the news. On behalf of our entire team, we want to extend our deepest condolences to everyone at Zoho and across India who may have

• Add values to Countdown Mode

  Is it possible to add values to the countdown mode drop down? The longest is 2 days. I would like values for 5 days, 10 days, 15 days...

• Disable "skip to content" in Help Center

  Our users used to be able to press the tab button to skip between fields when submitting a new ticket in the help center. Now it pulls up the "skip to content" button in the top left corner. I know this is an accessibility feature, but is there any way

• Transfer to agent not working on flutter app after integration

  [media pointer="file-service://file-LF6KAwkyDJNd6MbzZmctS3"] [media pointer="file-service://file-FN66XQUngquBJGLdrS827u"] +7 -2 Lines changed: 7 additions & 2 deletions Original file line number Diff line number Diff line change @@ -1,10 +1,11 @@ import

• First Respons time questions regarding ticket SLA's, Ticket Re-Assignment, and Ticket Closure.

  I am chasing down a few outliers on tickets that my team is reporting to me seen in some of our Zoho Analytics Dashboards with regards to Zoho Desk with regards to First Response Time. Our support organization is setup with different SLA's based on three

• Stay organized with chat-to-ticket timers

  Hi there! Ever lost track of a customer’s message? Or found yourself scrolling through long chat threads trying to figure out what’s what? Setting up a chat-to-ticket timer can help. It decides when a reply should stay in the old ticket or create a new

• Tickets are enabled but not showing in zoho desk widget

  Hi, I have a Zoho Desk ASAP JWT widget inside my app. I enabled the KB, tickets, and salesIQ chat (screenshot 1), but only the KB and chat are showing on my app widget (screenshot 2). Can you help? Thank you

• Add Hebrew Language Support for Zia Auto-Tag in Zoho Desk

  Dear Zoho Desk Team, We hope this message finds you well. We are currently utilizing the Zia Auto-Tag feature in Zoho Desk, which has proven to be quite valuable for categorizing and organizing tickets based on their content. However, we’ve encountered

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• Announcements

• Introducing parent-child ticketing in Zoho Desk [Early access]

  Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child

• Zoho OAuth Connector Deprecation and Its Impact on Zoho Desk

  Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho services

• Export Tickets from the Help Center

  Hello everyone! We are now allowing end users to export tickets directly from the help center. The ticket export allows users to: Filter tickets by Department, Priority, and Account before exporting. Download files from Export History (Setup > Data administration

• Important update about notification security in Business Messaging SDK

  As part of our ongoing effort to strengthen the security of notification data, we have enhanced how notifications are processed and protected in our applications. These improvements ensure that all notification related data follows the most up-to-date

• Build smarter Guided Conversations with Fork Blocks

  When your customers arrive on your support channel, they're not there to explore. They are usually confused and stuck while trying to fix something important. We understand how stressful that moment can feel and we want your bot to make things easier,

• Most Discussed Topics

• Sending automated messages that appear in the ticket's conversation thread

  Good morning, esteemed Zoho Desk community, warm greetings Today I am here to raise the following problem, seeking a solution that I can implement: I need to implement an automation that allows me to send reminder messages to customers when I am waiting

• Customer ticket creation via Microsoft Teams

  Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app within

• Can we add custom fields to portal community profiles?

  How do we add custom fields to our profile pages in our portal community? If we have the ability to add custom fields, will we be able to access those fields via API? We want to use our Desk community in our help portal as our primary community and would

• Ticket Status email

  Good day, This was discussed in the past, but it would be helpful if we could have the system assign a custom response to a status. We have various statuses for tickets, e.g. "closed due to no response", or "Pending Status", it would be helpful for the

• Inquiry on Help Centre Tab Customisation

  Hi Zoho team, I’m wondering if it’s possible to further customise the Help Center tabs, specifically the descriptions under Knowledge Base, Community, and Tickets. While the current setup allows customising tab names, being able to tailor the descriptions

• 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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