How can I make time entry mandatory for tickets?
Hi guys, I just want to make a time entry field mandatory for tickets. How can I do that? At this stage of our usage, it's not mandatory and it could be forgotten to input a time for a ticket. Thanks in advance
Ticket Assignment tool
I have built an tool which help to assign the emails to the specific department but I want to use it with zoho desk or if its possible then you can help me with it to use it on your wide scale
Radar In Focus: Using Siri For Customer Support
Hello dear users, Welcome to the 6th installment of the Radar In Focus series. In today's issue, we'll explore a Radar IOS exclusive that is a must-have to provide support on-the-go. Just say the magic word 🪄 Computers make our lives easier by automating
Knowledge Base article lists
Is it possible to adjust the number of articles that are visible under a category of the Knowledge Base portal? Currently it looks like by default it populates about 5 articles before it puts the "more" option at the bottom. Looking to see if I can extend
How do I delete survey responses (Customer Happiness)
Hi, I need to remove dummy survey responses (those I created during evaluation period), and invalid ones - responses received from Cancelled tickets - which is a custom status we use to close spam, duplicate, or internal emails. I cannot find anywhere to remove them, and one of your chat agents suggested to remove the response provider (contact). I'm not inclined to do what was suggested as there could be valid responses from that contact, so kindly provide another option. And I did try that too
Add "Merge by Ticket ID" Option on Ticket Screen
Dear Zoho Team, We would like to request a new feature for the ticket interface in Zoho Desk. Specifically, we propose adding a button to the ticket screen that allows users to merge the current ticket with another ticket by directly providing the second
Individual Ticket Color
It would be great if we can assign color for tickets like this: or this : it will help to find tickets Thanks Regards
Zoho Desk, call integration
Hello All, I searched a lot but i can't find any answer. I would like to recieve phone call if I recieve a critical case or lets say a case. whatsapp call also ok. Can we do that?
Formula Fields for Zoho Desk Custom Fields
Dear Zoho Desk Team, I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket. Current Limitations: Currently,
Calculated fields and Relate Fields
Assigned from label and length, hope Zoho could also provide an option to mark a field as a calculated field and create the formula right there without having to go to workflow. Also, hope Zoho could provide a relate field that can relate to data from
Public and private KBs with Zia
I need to create an internal knowledge base and a public knowledge base for clients. Each needs to have a Zia answer bot for employees and clients to search our articles. Right now we have a KB set up in Desk, but I've seen topics mentioning multi-branding
Please add "Add Developer" capability to Desk sandboxes
Just like we can invite a developer to our CRM sandbox, please give us the ability to invite a developer to our Desk sandbox. Thanks Clark
Remove 30-Day Client Reply Restriction on Supervisor Rules in Zoho Desk
Dear Zoho Desk Team, I hope you're doing well. Currently, Supervisor Rules in Zoho Desk run once every hour but only apply to tickets that have received a customer response within the past 30 days. This restriction creates challenges for us, as we have
custom module in crm be linked to desk ticket
we have an asset custom module i would like all assets assigned to an account to be seen by the contacts on desk so the can link a ticket to an asset that linked to the contact or the account say a laptop assigned to them or a communal asset like a projector
Create a standard Vendors module and integrate it with Zoho CRM
I'm aware that Desk was initially developed to handle support communications processes where ticketing is needed. However, through many client deployments, my experience with Desk is that it can be effectively utilized for almost any communication process
Zoho Desk Custom Module Sync with Zoho CRM Custom Module
It is great to see the new Zoho Desk custom module feature, thanks for this enhancement. My questions is that if there is a same custom module in Zoho CRM, can I map that custom module from Zoho CRM to Zoho Desk? Just like account/contact/product, the
Link Zoho Desk tickets to custom module on Zoho CRM
Hi, We are currently using Zoho Tasks on CRM as Zoho Desk doesn't let us link tickets to specific site records on Zoho CRM based on a custom module. It can match to Zoho CRM based on an email address but this is not of use to us in our setup as the email
Bold Keyboard Shortcuts Not Working
Formatting Shortcuts like Crtl + B, Crtl + I, Crtl + U, are not working. Is there a setting to get these reactivated? I can still do things like cut, copy, and paste.
What do you think about changing the panel's color spectrum?
"In my opinion, the color scheme feels a bit gloomy, and I think brighter shades would be better. It would also be great if there was an option to change the colors. What do you think?"
More information Related Details widget area
It would be great to have more related information added to related details when creating a client ticket. For example Account Information. We have a "Support Plan" field where we select Gold, Silver and Bronze and it would be good if we could choose
Include Suggested Articles in New Ticket Email
When someone creates a new ticket, is there any way to include recommended knowledge base articles (like the ones Zia Suggests) in the email notification to the user? When they're waiting for a reply, it would be nice to have sent them some recommended
Searching through the Attachment's Content
Case: An email comes in with a file attachment The file attachment contains a REFERENCE# Agent searches using the REFERENCE# Zoho Desk Showed No Result Is Zoho Desk incapable to search through an email/thread attachment's content?
Department Customization Copy/Paste
Hello! I love the new customization of the layouts, rules and templates! However, we have several "departments" that operate similar and as I'm updating either ticket layout or workflow rules, I'm finding that I have to do it in each department. I would
Guidance on Making Zoho Desk Connections Available for All Data Centers
Hi Team, I’m currently developing an application using Zoho Desk connections to manage OAuth for my third-party products. Could you please advise on the steps required to make it available across all data centers? Looking forward to your thoughts on
Limiting Knowledgebase Access To Logged In Users
Hello, how can I restrict access to our Knowledgebase to only logged-in users? Our KB is not meant to be accessible to anyone. However, anyone can create a ticket. Thanks! Frank
Desk Round Robin manually trigger
Situation: During office hours I have a round robin rule to assign new tickets to specific agents. However, over the weekend and in the evening when the agents are offline the tickets are placed in the other priority. This means we have to manually assign
Internal Support and Assigning Tickets
I want to set up an Internal Desk Support system. Here is what I need... We need our internal "Support" staff to be the Ticket Owner We need to be able to identify who the "Account Manager" is on that client and get emails as part of the ticket. I'd like
I am unable to view a client's related information within their account, a lock appears in Zoho Desk
Hello community, I have a problem that I can't solve, I have a client with a related contract and I can't see their associated tickets, it tells me that I don't have permissions, I've already checked the permissions everywhere, but I can't fix the problem.
Issues hosting Zoho Desk Web Form on SharePoint and/or Power BI
Zoho Desk onboarding support has no experience with embedding their web form in either SharePoint or Power BI. Microsoft states that SharePoint and Power BI only support iframe HTML. And unfortunately, the web form embed code that Zoho generates is not
Send email to customer in blueprint and show it in thread
Hi there, We have a blueprint that sends an email to the ticket contact whenever the ticket changes status. On every transition, "after" the transition an email alert is sent to the customer. The problem is, that the email is not shown in the ticket thread,
first contact resolution
interested to know how others are dealing with first contact resolution (fcr). i cannot find any articles on this subject.
Elevating Email Security on Zoho Desk: DKIM Now Mandatory
Hello Zoho Desk Users! It has been a wonderful journey with you on Zoho Desk. As we welcome 2025, we are strengthening our efforts to ensure a secure and seamless experience for you. To enhance email security, DKIM configuration will be mandatory for
In focus: Customizing agent details in Radar
Managing agent performance just got smarter! Imagine having all the key details about your agents right at your fingertips. That's exactly what the Agent Details feature in Radar offers. Whether it's their pictures, names, statuses, or ticket metrics
Allow Selection of Multiple Threads and Notes for Splitting into a Separate Ticket
Dear Zoho Team, We would like to request an enhancement to the Split as New Ticket feature within Zoho Desk. Currently, users can only select one incoming thread to split into a new ticket. However, there are many scenarios where the ability to select
Stopped getting zoho notifications in Email for Customer response to support tickets
Hello , I stopped receiving Notifications from customer response in my company with attached to this account.
Round-Robin with Load Based Assignment, can you limit which Status are considered?
Hello, We are currently using Round-Robin with Load Base Assignment. Is there a way to exclude tickets of a certain Status from being considered by the Round-Robin Assignment rules? For example... I have the following statuses. Escalation Review (meaning
Ticket sends email to 2 different email addresses
Good afternoon, I am attempting to setup our ticketing system so that when a ticket is created, updated, and closed, it will email both the customer receiving support as well as the salesperson that is associated with the customer. The way that our tickets
In focus: Cliq integration in the Agent Details page
Collaborate smarter, not harder! Managing your communication and collaboration just got easier! With the integration of Zoho Cliq into the Radar app's Agent Details page, you can now communicate and collaborate within a single platform. Why use the Zoho
Would like to set up the rule to auto close the ticket
Hi, i would like to set up rule if ticket body, descrion contain text:”from: DE-2”. Postal code which start with DE -2 should be closed. Is there any symbol to replace all five digits or how to do it? Thanks.
Email Alerts for New Audit Log Entries in Zoho Desk
Dear Zoho Desk Team, The Audit Log feature in Zoho Desk is a fantastic tool for tracking changes and ensuring transparency in the helpdesk. However, to make this tool even more effective, I’d like to request an enhancement. Currently, there is no option
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