Zoho Desk | General Comunidad

• Best way to organize Zoho Desk with CRM products

  I'm having a bit of trouble finding out how I'm supposed to organize our Zoho Desk (departments vs teams vs products) and how to use it. We want to use the KnowledgeBase, Community, and Tickets sections. Here's a general overview of our company to get

• Inconsistent "Happiness Rating" Percentage

  When searching through the list of customers, the Happiness Rating percentage that shows for one particular customer of ours is 71%. However when going into that customer, the percentage shows as 100% (which we think is correct as we can't find anything

• Search terms from ASAP widget are not showing up in my Zoho Desk analytics

  When people perform searches in the Zoho Desk ASAP widget, the search terms do not show up inside my analytics report. But when people access the KB website directly and then do the search, the keywords ARE showing up. Is this a known issue, or am I just

• Sync Zoho Desk Teams with Zoho One Departments and/or Groups

  Dear Zoho Team, Greetings! We would like to request an enhancement to improve the integration between Zoho Desk and Zoho One. Currently, when creating or updating an employee in Zoho One, we can add them to the Zoho Desk application and configure their

• Report to show tickets win non invoiced time entries.

  I have a report that lists tickets and associtated time entries for a specified period of time. Is there a filter that can be applied to show only tickets that have time entries that have not been marked as invoiced? Or what is the best way for our billing

• Update Comment Field via Macro

  Is there a way to update the comments in a ticket, via a macro? I see how to update the resolution via macro, but I cannot see a way to update the comments. Am I missing something?

• Zoho Desk - Trial Extension Error - Insufficient Privileges to perform this operation. Contact your Administrator.

  Zoho Desk - Trial Extension Error - "Insufficient Privileges to perform this operation. Contact your Administrator." I am receiving this error above when trying to extend my trial, and I am the Administrator. Please advise on how to bypass.

• Custom Views in the Contracts module within Zoho Desk

  When if ever is the Contracts module likely to allow custom views. I have a number of Custom Fields that I would like to be able to view summarized in columns within the Contracts page.

• How to Convert Zoho Desk Ticket into Zoho Project with the Historical Data

  Dear Team, i would like to inform you that my subscription plan of zoho desk will be expired by today and we will plan to purchase zoho Projects. i need to ask that can i transfer my zoho desk ticket to zoho project with their historical comments so that

• Problem with the Incoming Email

  Hi Zoho Team, We would like to check if there's an outage on the server as we did several test but no avail. Zoho Desk Tickets cannot receive any incoming emails. We've checked on our MS Exchange server mailbox and got no problems on our domain. Please

• Workflow rule not working

  Hi all, I am trying to create a workflow for time entry, but I don't have the options. This is what I have done. Workflow->Create Rule->Module->Time Entry Execute->Create Criteria ->Description->Contains->Reply Action-> I only have "Custom Function" I

• Error using new beta Import functionality with custom module

  I'm getting an error using the new beta Import functionality in Desk to get some data into a Custom Module. My custom module is called "Senders" and is linked to "Accounts" with a Lookup field. In the csv file for the import there is a column where I

• ワークフローでの自動返信メールについて

  Zoho Deskについて、この場を借りて質問させていただけたらと存じます。 【やりたいこと】 wordpressのフォームから送信された問い合わせ内容をDeskにて管理。 フォームからお問い合わせが送信されデータが作成された時点で、受理した内容のメールを自動で返信したく設定しております。 【状況】 テスト送信を行い、 ・フォームから送信された内容が正常にデータとして新規作成される ・フォームのメールアドレス欄に入力したアドレスがDeskお返信時のTOに挿入されている ・Deskからの返信が正常に届く

• Don't Allow Customer to Edit Values After Submitting Ticket

  After a customer submits a ticket through the customer portal, they can go into the ticket and see some of the values from the questions they answered in the sidebar. Currently, a customer can edit these values even after they submitted them. This makes no sense. We ask very specific questions that we don't want customers to later change! Please disable the ability for customers to edit the values to their submission questions in the portal. Screenshot attached.

• Request for Custom Script Support in Help Center

  We would like to request the addition of custom script support in the Help Center, similar to the functionality provided by Zendesk. This feature would allow administrators to customize their Help Center with scripts for enhanced functionality, such as

• Agent password reset

  Hi Zoho support, I would like to ask if there is a way the admin can reset a password of an agent? Regards

• Can't submit ticket when connected

  Hi team I hope you're doing well I have a problem that I haven't been able to find the answer to among the many topics. The context is as follows: We have a help desk for each of our departments, support for our company and support for another company.

• Looking to Auto-Merge Duplicate Tickets

  Hi guys, I need the option to auto-merge duplicte tickets and i dont see this option available in automation , Can this be done? And if so how, Cheers

• Issue with zDesk Notifications

  Hi Zoho Team, Please check on this issue our team currently experiencing. Logging in and out was done but issue persis.

• How to know account verification mobile number

  How to know account verification mobile number

• Need help: Different email notifications for manually created tickets vs email-generated tickets

  We're trying to set up different email notifications based on how tickets are created in Zoho Desk: When a customer emails us, they should receive the standard "Acknowledge Contact when a new Ticket is received" notification When our staff manually creates

• WHMCS Supporting Ticketing System connecting Zoho desk

  Currently we are using WHMCS Supporting ticketing system. but now i need connect with ticketing system with zoho desk. how do i connect with this.,

• Domain Mapping Zoho Desk

  Hi, I'm trying to follow this article: https://help.zoho.com/portal/en/kb/desk/organization-settings/articles/support-domain-mapping I created a subdomain on cPanel: customerservice.mydomain.com What DNS registration do I need to do exactly? The type

• Moving a Support address to a different Department

  Hi, I have the following challenge. We are moving our technical support to its own department. That means that one of our teams, currently part of a service department, shall be moved to the Technical Support department. How can we move the team/support

• Product Management per Customer

  Zoho Desk has the ability to register products, and customer can associate the Product with a ticket. What would be very very helpful for our type of operation, and I assume many others, is to be able to associate specific products with specific customers

• Autorefresh or on-page update notification

  Is there a way to have a ticket autorefresh when there is an update? Or pop up a notification on the ticket that it needs to be refreshed? Often we will have a ticket open while it's waiting people/things to come together, and this would be a helpful

• How to Copy Email Template Styling/Border Format Between Templates in Zoho

  I have existing email templates with a specific style - they have a grey border/container around the email content that provides consistent spacing and formatting. However, when creating new templates, I can't replicate this styling. My current Situation

• How to Disable Notifications for Automation Runs in Zoho Desk

  I've set up an automation in Zoho Desk that appends a customer's email to a URL and updates a custom field every time a new ticket is created. The function works well, but it triggers a notification every time it runs, which is creating too many notifications

• Automatic replies clogging up our Ticketing System

  Hi All, I was hoping someone might have some ideas or solutions about how to manage email autoreplies. When our marketing team send out mass emails through campaigns this can sometimes send a wave of auto replies into desk even when they use a donotreply

• Anyone else having auto-translate issues in Desk KB?

  I submitted a ticket earlier today, but when I click "Publish and Translate", it marks only two of the many languages as "Auto-translation in progress". Just wondering if anyone else is having this issue, and if so, was there a fix? Thanks!

• [Security] Sender can reveal Agents IP without user interaction

  Hi, I'm a little bit frustrated here. I reported a security issue (in my eyes) to the bug-bounty program of Zoho. But it's being refused and the judgement is: "No security issue" . So that's why i'm publicing it here, curious what other people think about

• Can I change the format of the buttons in the email templates?

  Hi all! We have been working hard trying to brand our email templates, and have some way to go yet. One of the things we can't seem to edit is the green ${Cases.CUSTOMER_PORTAL_BUTTON} button and the font of the View Ticket text. Is there any way of doing

• How to allow multiple agent to edit Knowledge Base articles in Zoho Desk?

  Hi everyone, I’m currently setting up our Knowledge Base in Zoho Desk, and I’d like all members of my team to have the ability to edit articles created by me, as well as other articles within the Knowledge Base. I've tried adjusting roles and permissions

• Metrics

  Hi All, Need your expertise to guide me how to create new metrics (Creating Formula) in the report (analytic)?

• Zia now integrated with Open AI in Zoho Desk

  The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.

• 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?

• 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

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