An Exclusive Session for Zoho Desk Users: AI in Zoho Desk
A Zoho Community Learning Initiative Hello everyone! This is an announcement for Zoho Desk users and anyone exploring Zoho Desk. With every nook and corner buzzing, "AI's here, AI's there," it's the right time for us to take a closer look at how the AI
Narrative 10: Assignment Rules - Streamlining Ticket Management
Behind the scenes of a successful ticketing system: BTS Series Narrative 10: Assignment Rules - Streamlining Ticket Management In the complex world of customer support, a flood of incoming tickets can hit the help desk in seconds. Businesses must do more
Zoho Desk: Ticket Owner Agents vs Teams
Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents and
Has anyone integrated SMS well for Zoho Desk?
Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing
Desk x CRM Integration
Howdy! We currently use SalesIQ but we are considering moving across to Desk as it seems to have more functionality that we want. One of the pulls is the ability for our customers to self serve. But, I might be getting over excited and not actually need
Zoho Desk Android app update - Swipe action customization
Hello everyone! We have brought in support for the swipe action customization in latest version(v2.9.13) of the Zoho Desk Android app update, enabling you to configure left and right swipe gestures on tickets to carry out the actions swiftly without opening
Import KB template OR Export template for zoho desk?
Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possible
XML format to import knowledgebase into Zoho Desk
Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.
Zoho Desk integration with Power BI
Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack
Arranging Ticket Templates
Is there any way to arrange our ticket templates? It doesn't look very organised when it's just arranged according to when they were created. We want the list to look more organised, by arranging/grouping them by topics, or even just by alphabetical
Dynamically prefill ticket fields
Hello, I am using Zoho Desk to collect tickets of our clients about orders they placed on our website. I would like to be able to prefill two tickets fields dynamically, in this case a readonly field for the order id, and a hidden field for the seller
Optimize your Knowledge Base for better visibility by allowing search engine crawling and indexing
All you need to know about no-follow and no-index in KB. What are article crawlability and indexability? Crawlability and indexability are vital for making an article visible and accessible to search engines. When a search engine crawls an article, it
Has anyone created a public ASAP Guide that I can check out?
I am thinking of adding an ASAP guide to my web application, but I have noticed that the ASAP widget itself can be really slow to load sometimes. Has anyone created a public ASAP Guide that I can check to see how performant it is? I don't want to spend
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
Cannot access KB within Help Center
Im working with my boss to customize our knowledge base, but for some reason I can see the KB tab, and see the KB categories, but I cannot access the articles within the KB. We have been troubleshooting for weeks, and we have all permissions set up, customers
Internally created tickets
Hi there When tickets are created internally on-behalf of customers - there is nothing to show that the ticket was created by an internal agent. This means, that it's easy for our agents to confuse tickets which were created by internal team members and
Ask the Experts 23: Customize, utilize, and personalize with Zoho Desk
Hello everyone! It's time for the next round of Ask the Experts (ATE). This month is all about giving Zoho Desk a complete makeover and making it truly yours. Rebrand Zoho Desk with your organization’s details, customize ticket settings based on your
Assistance Needed: Ticket Status Not Updating and Sorting by Last Customer Reply in Zoho Desk
Hello, I’m facing two issues in Zoho Desk that I’d like your guidance on: Ticket Status Not Updating: When a customer replies to a ticket, the status does not change to Reopened. Instead, it remains in Waiting on Customer, even after the customer’s response
Is there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?
Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This would
Help Center and SEO: Any Benefit to My Domain-Mapped Website Ranking?
First of, I love the Help Center which I've just decided to integrate into my website to replace its old-fashioned FAQs. So much more to achieve there now! Lots of new benefits to the site visitors and to me in terms of organizing and delivering all the
Narrative 9: GC—Meaningful conversations that benefit your customers
Behind the scenes of a successful ticketing system - BTS Series Narrative 9: GC—Meaningful conversations that benefit your customers Customers often seek immediate solutions, which is why self-service options are essential. Guided Conversations provides
Display a field of an Account on the Ticket view
Hi there, We would like to display of the Account of the user submitting a ticket on the ticket view. See for example: How can this be achieved? It doesn't really matter where it will be placed as long as it is shown there. Thanks, Snir
Two factor authentication for helpdesk users
The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my company
Is there a way to make an account inactive in ZoHo Desk
We have a few Clients "Accounts" that we no longer do business with. It would be beneficial for them to not show up in lists. However, we want to go back and view tickets, time, etc.
How to set the value of the Phone field importing contacts in Zoho Desk
Hi everyone, i'm new in Zoho Desk, we're setting up the environment and i'm importing contacts from another CRM using a file CSV and i'm getting a problem with phone numbers (italian): the leading zero is cut away, also if the value is inside double quotes.
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
Deactivate Desk Contact without Deleting Contat
We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep their
Contacts with most tickets? Alarm for multiple tickets?
Is it possible to see through the analytics/reports which contacts are creating the most tickets (not the most discussed ones)? Also, is there a way to set up a notification if a contact creates multiple tickets within a certain time frame?
Uploading Files from uploads api
I tried uploading the image from the API call but its giving me unauthorized error even i have given valid token in header. After uploading i need that id to pass in create ticket api uploads but its not uploading that file. Please help me out in th
Zoho Desk + Jira integration - Email notifications and comments posted by administrator instead of real user
Dear All, I set up the integration under my admin account, and now when users leave comments in Jira (to created tickets in Zoho Desk), the email notifications show that the ‘Administrator’ left a comment, not a real user. The same happens in the ticket
Celebrating the power of visuals
On World Photography Day, we would like to highlight the power of visuals in customer service. Visuals promote learning and understanding in less time. A photograph can rekindle a memory, convey more than words, and give a fresh perspective. How does
Deletion of Zoho Account
To whom it may concern, Good day, My account has been created incorrectly in Zoho and I am not able to join my Company's Zoho account - attached screenshot for your kind reference Alphatronmarine - Portal Kindly advise procedure to delete this current
Add Hebrew & RTL Support to Feedback Widget
Hello Zoho Desk Team, How are you? We are using Zoho Desk and would like to utilize the Feedback Widget. While Zoho Desk itself supports Hebrew and RTL, the Feedback Widget unfortunately does not. We kindly request that Hebrew and full RTL support be
OAUTH2 isn't working with Power Automate and N8N (Zoho Desk)
Hello, I am trying to set up an OAuth2 connection to the Zoho Desk API, but the authentication flow fails immediately. I am experiencing this issue in two separate platforms: Microsoft Power Automate (using a Custom Connector) and n8n. Instead of being
Approval - Report/Views
Hi, On Zoho Desk - Is there a way to report on pending approvals, or a view or similar?
Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere
Behind the scenes of a successful ticketing system - BTS Series Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere The App Support Across Platforms (ASAP) add-on for Zoho Desk is an independent application that integrates
The way that Users can view the ticket
I have created users. What I would like to achieve is the following: All users under the same company account should be able to view each other’s tickets.
Looking to Flag or Tag contacts/ accounts on Zoho Desk?
I am looking for a way to flag certain accounts and make it obvious on the views pages. So for example if a has a certain package or needs extra attention it is clear before even clicking on the ticket. This could be via adding a tag or flag onto an account,
[SOLVED] Getting 401 when trying to download ticket attachment via API
I'm able to use the API just fine to access ticket content. But I cannot download ticket attachment, keep getting 401 Client Error. Example: https://desk.zoho.com.au/api/v1/tickets/{ticket_id}/attachments/{attachment_id}/content?orgId={org_id} For headers,
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
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