Zoho Desk | General Comunidad

• 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.

• Option to automatically open the recipient list on ticket replies

  We definitely need some enhancements on the recipient functions of the tickets. The recipient lists can sometimes get very messy. If our agents also don't pay attention to the individual recipients when replying to such tickets then the conversation gets

• Set ticket threshold for the agents for optimum ticket assignment

  Hello everyone, The round-robin assignment allows the admins to set a department-wide threshold. In addition to this, admins can now set thresholds for individual agents within a department. Note that the agent-level threshold is available upon request.

• Add a canned reponse system

  Canned responses are vital for companies that need to send the same answers to multiple tickets with placeholders such as adding the ticket creators name, etc. Currently, there is no such system in Zoho Desk which is a huge inconvenience to us as we either

• SSO/SAML

  Question - how are you guys handling SSO for Desk?  It seems the only options lead back to ADFS which is a dying technology, stupidly complicated to set up and configure (I mean, you can put that on your resume) and seems like overkill for SSO when AAD does it so much better and effortlessly.  We want to have our clients have SSO to log into our support portal and we want our Agents to have SSO as well. I shouldn't have to expose our server, turn on ADFS, configure it, install multiple clients (Sync

• Linking Chat ID (SalesIQ) with Ticket ID (Zoho Desk)

  I am currently working on an integration between Zoho SalesIQ and Zoho Desk. My goal is to automatically update a custom field in Zoho Desk with the SalesIQ Chat ID when a chat is converted into a ticket. However, I have not been able to find a way to

• Parent-Child BETA Notifications

  Hello there !! Following our testing with the ZOHO Parent-Child BETA version , we saw that notifications are being sent out in the Parent and with all the x number of child tickets created. Same during the closure. i.e the customer is bombarded with emails

• Best Way to Extract Structured Data from Emails in Zoho Desk/Flow

  I am trying to automate the processing of NSF (Non-Sufficient Funds) notices received via email in Zoho Desk. Specifically, I need to: Extract specific details from the email body, including: Account Number (e.g., "Account Number: 987654321") NSF Amount

• Reusable Custom Functions Across Department Workflows

  Dear Zoho Desk Team, We appreciate the powerful workflow automation capabilities in Zoho Desk, particularly the ability to create and use custom functions within workflows. However, we have encountered a limitation that impacts efficiency and maintainability.

• Add second Help Center [resolved]

  Hi, I need to create a second help center. My two help desks must be independent, each with a custom subdomain, and no common base for users. I don't want in center A they can send a ticker to center B, and vice versa. The first one is functional, and

• Images not showing up in Desk tickets

  Customers are trying to send us screenshots to diagnose their issues. But Desk seems to be stopping the images/breaking the link when the ticket comes in. (We can see them in an email box getting cc'd on all tickets...so it's not our mail system). Help!

• Can Knowledge Base Article width be increased?

  Hello Zoho Team, There is this limitation we want to break. Is it possible to modify and increase the size of Knowledge Base article width which is currently set to 870px?

• How to change the colors on Help Center Elegant

  Hello, I am looking to make a few changes to the Help Center Elegant - change orange color to blue. - hide help center search form ( currently disabled function) See below screenshot. Many thanks in advance,  Kind regards, Hasna

• Question Regarding Communication Integration with Zoho Desk and Line

  Hello everyone, I have a question regarding the integration capabilities of Zoho Desk with the messaging application Line. I understand that Zoho Desk allows automatic ticket creation for customer complaints, enabling real-time communication with clients.

• Can we turn off archiving views?

  Is there a way to turn off view archiving? Some views aren't used regularly, and archiving may force us to recreate them.

• Re-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism

  The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelisted

• reset of user password

  User forgot her password, so she requests a password rest, but never gets the email. How do I reset her password, since that function is not an option, even for an administrator?

• Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23

  Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the new

• Zoho Desk add OIDC federation for 3rd party IDP

  Please consider adding the ability to use OIDC/OAuth compliant Identity Providers to Zoho Desk. You currently have Zoho, Microsoft, LinkedIn, Google and Facebook. But if you added the ability to use ANY OIDC compliant provider, you would add compatibility

• 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

• How to provide recommended KB articles in the welcome message

  I'm new to Zoho and am looking to replicate something I did for a previous employer. I want all newly created tickets to receive an automated welcome message that includes a few recommended articles from our knowledge base. Ideally there would be a way

• Zoho Desk View Open Tickets and Open Shared Tickets

  Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).

• On-prem version of Zoho Desk

  Is there an on-prem version of Zoho Desk available for enterprise customers if we have additional aspects of security that aren't covered with current legal and data security terms?

• Is there a way to programmatically open the zoho business chat?

  I'm integrating business chat into my website. Is there a way to programmatically trigger opening the chat?

• How to export customer contacts from Zoho desk

  How to export customer contacts from Zoho desk

• How can I disable Zoho Business chat from spamming Chrome's console logs?

  I don't want Zoho logging to console. Here's what it's logging: STOP! vendor.bd5618bc1416dabeac98_.js:45 This is a browser feature intended for developers. Do not enter or paste code which you don't understand. It may allow attackers to steal your information

• we can assign ticket to offline users

  we can assign ticket to offline users

• Restrict Announcement Pop-ups to Administrators in Zoho Desk

  Dear Zoho Desk Support Team, We are writing to request a feature enhancement that would allow organizations to restrict announcement pop-ups to administrators only. Currently, announcement pop-ups are sent to all users within a Zoho Desk organization,

• Add StatusIQ Tab to Zoho Desk for Seamless Incident Management

  Hi Zoho Desk Team, I hope you're doing well. We would like to request the addition of a StatusIQ tab within Zoho Desk, allowing support agents to seamlessly view and, with the appropriate permissions, manage incidents in Zoho StatusIQ directly from Desk.

• Live Chat API

  Is your Live Chat available through API. For instance am I able to use your API to grab a Live Chat so I can configure my PBX to call that API and allow the Live Chat to ring to our phone system ?

• WhatsApp

  Hola quiero saber cómo puedo integrar WhatsApp y Zoho desk

• Auto CC is Off but still sends email

  Hi, I often forward an email from my work address into the ticket system using my custom support@xxxxx.zohodesk.com email. Even though I have the Auto CC email replies to my support box Off (image attached), It still includes that when I reply. And if

• Adding Attachment to Desk Ticket via Deluge

  Hello, My team has a process where some people are entering information into a workbook in Zoho Sheet, and we need to get a copy of workbook into a ticket in Desk. We currently have a 'Submit' button on the Sheet that triggers a webhook to Flow, and from

• Is ASAP user authentication via SAML?

  The ASAP user authentication says to use SSO with remote authentication so that you can use JWTs. The remote authentication help page says that this features is being deprecated and to use SAML instead. Before I go through the trouble of implementing

• We would like to make a separate, internal-only knowledge base. Is it possible to have a public department but not display it in the help center?

  It seems like it is not possible to display/hide the knowledge base from the help center per department.  Is there a way to do this? It looks like all department knowledge bases are displayed if they are public, and there is no way to hide one from the help center while keeping it accessible via a permalink URL. For example, lets say I have one KB for Clients and one for Employees.    I want to keep my Clients KB public, and also want the Employees KB to be public, but NOT displayed in the help center.

• Expand Zia's Language Support and AI Capabilities

  Dear Zoho Desk Support, I would like to submit a feature request to improve Zia, the AI-driven support assistant in Zoho Desk. Currently, Zia only supports the English language, while other AI agents such as Gemini, ChatGPT, and Claude can work with a

• Automated Messages in Zoho Desk - WhatsApp

  Hi, We set-up an automated message reply to our whatsapp channel for our support that was connected to the zoho desk. I need to change these automated messages but am unable to find the place where I can make these changes. Anyone able to assist?

• Open A.I assistant Connect with Zoho Desk instant Message Conversations

  I would like to know how do I connect my instant messenger in Zoho desk with my Open A.I Gpt Assistant. this is very easy to setup using the Salesiq Zobot but when it comes to Zoho Desk i cannot figure how to make the connection. Ideal workflow Customers

• Issue Configuring SSO Integration with Cognito in Zoho Help Center

  Dear Zoho Support Team, We have been working on configuring SSO integration for our Zoho Help Center using Amazon Cognito. While the setup appears to be completed successfully, we are encountering an issue when attempting to access the Help Center. The

• Whatsapp Connection Status still "Pending" after migration

  Hello, I migrated my WhatsApp API to Zoho from another provider a day ago. So far the connection status is still “Pending”. There is a problem? How long does it usually take?

• Next Page

• 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

• Top Contributors

• Shivani | Zoho Desk

  

• shivani.subramanian

  

• Pranit

  

• Ram Freedman

  

• Kavya Rao Addepalli