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
How do I enforce MFA for all agents in Zoho Desk
We use Zoho Desk. Enabling MFA is an option at the individual user level - so they can enable/choose MFA for themselves or not. We need to enforce MFA - so there is no option. How is this done?
View Ticket history without login
Hi, I have integrated a ticketing system in Moodle where our users can submit tickets. They receive email notifications for replies and can respond to tickets directly from their email. However, when we add a resolution and notify the user, they receive
Uploads API Body samples & request method
Hi, Hope you are fine. I am request UPLOAD Api from post man its totally working fine but how could i pass all that body and headers via JS code.I am attaching images what i got in response please have a look into it. In this image i am showing the console
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
No table view in "All departmens" mode
Hello, I would like to have an overview of all tickets, so I have to switch to "all departments". But here I don't have the possibility to activate the table view. But this is mandatory, so that I can see certain fields without having to open each ticket
Automation#28 Notify Agents on Article Expiry
Hello Everyone! This week, we’re bringing you a feature that notifies your team when articles in the Knowledge Base are set to expire to keep your content relevant and helpful for customers. The Zoho Desk's Knowledge Base is an asset for customers to
ASAP widget broken?
Hello, i've only just recently signed up and finding the whole set up a bit of a minefield. I've created and embedded the ASAP widget onto my website and a couple of things seem to be broken. 1. The launcher icon is missing 2. The form to submit tickets
Tickets associated with my service contract are not subtracted from the pool of hours configured in contracts in Zoho Desk
Hello community, I hope you can help me with this query. I have set up contracts in Zoho Desk, and it is associated with a client that has a quota of 30 requests per month. In my client I have 4 email accounts associated that can make requests and these
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,
How to create knowledge article base on ticket?
How to create knowledge article base on the tickets? For example: There is a ticket and several conversations. Finally, the ticket is solved. How to make an article to include all the content of conversation in this ticket. I know there is Resolution,
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
Making the Resolution Tab Mandatory
Hello Everyone! This edition is here to show you how to make the Resolution mandatory when closing a ticket. The Ticket Resolution tab helps keep a record of the solution provided for the ticket query. The resolution can serve as a quick reference to
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
How to listen to ticket change
Hello community, I created a widget, which checks all departments, if the user has written there as well, as some customer do this. Overall it works fine, except that I have to refresh the widget tab every time I go to another ticket. How can I listen
Is there a way to get Guided Conversation responses to appear on a ticket?
Hello When using the Create Ticket block, is there a way to save all of the responses the user has inputted on the ticket once it's been made?
Tickets Assigning Automation
I am trying to build a bot which can automatically assign the tickets to the concerning team as of now we have a dedicated person who read the emails, understands the query and then assign it to the dedicated team. I have built an prototype of the same
Zoho Desk using APIs
We have generated the necessary tokens and successfully executed the following calls: • List all tickets • Get a ticket • Create a ticket We have encountered difficulties when attempting to perform searches using the APIs related to SEARCH, as it returns
Knowledge Base - Import PDF/Doc
Our company already has guides and manuals in PDF/word format. Is there a way to directly important these as articles for our customer portal? When doing a copy/paste the formatting gets a little skewed and images don't post over either.
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
Final reminder: Zoho Desk Old UI will be deprecated on December 15th, 2023
Greetings Zoho Desk users! Effective December 15th, 2023, the Zoho Desk old UI will be deprecated. This means that the option to switch between the old and new UI will no longer be available. We kindly request all users to move to the new UI by clicking
How to view all departments on one dashboard or ticket view?
Hi guys, We've just started using Zoho Support and found a very weird quirk. It seems that you need to click into each deparment to view the new tickets instead of just seeing a global dashboard of all tickets across all departments. Seems very odd, is this correct or are we missing something? If this is currently not possible, can someone from Zoho let us know if a global dashboard view is going to be developed soon? How soon? This is going to be a dealbreaker for us as we have lots of departments...
How to link Custom Fields in Ticket view
Hi team, I have created 2 custom fields in our Accounts Module would like them to show in our ticket information. We don't have Enterprise so I cannot do it via a workflow, but I know you can do lookup fields to link modules. How would I go about making
How can I delete Customer Portal User?
Hi, I have added two portal user. Now I want to delete these users (setup->customer portal->users), but I can only activate, deactivate and re-invite user. Before adding these users in customer portal, I have added them in contacts and after that I have deleted them. I have added theses two user with my 2 different email id. The reason behind is before going live I wanted to test my invitation mail, how its looks in template and its embedded link to accept the invitation, whether acceptance link
Notify on new comment
I would like to notify users when a new comment is added to ticket/request? So if someone is following request they would get email or text saying that comment has been added to this request. Or request/ticket owner get notified. Thanks Luis
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.
Automation#27: Retain Ticket Owner on Moved Tickets
Hello Everyone! This week, we present to you a custom function that retains the ticket owner when a ticket is moved from one department to another. Here’s more to help you understand the custom function: At Zylker Techfix, Alex, the Support Engineer manages
Zoho Desk iOS app update- Save drafts on the social channel tickets, send replies via blueprint transition on social tickets
Hello everyone! In the latest iOS version(v2.9.3) of the Zoho Desk app, we have brought in support for the following features: Save drafts on social tickets Send replies to social tickets via blueprint transition. Save drafts on social tickets We can
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
Insufficient "previlleges" to perform this operation? All of a sudden
Trying to create a ticket report in the free version of Zoho Desk (Analytics > tickets by contact), same as I have always done for the past 4 years every 2 weeks, and I am receiving the following message: I am labeled as Support Administrator, and we
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
Grandstream PBX
Good day, all, Has anyone integrated Zoho Desk with Grandstream PBX? Looking to have the system ask for a ticket no if no ticket then create one and provide it to the caller before the call is put through. Am I asking for too much? Thanks
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
What is the Desk API?
I'm trying to fetch a lookup field data from desk to our creator application and it doesn't work. I'm guessing that my search parameter is wrong? On my trial function fetch if I use these: tickets = invokeurl [ url :"https://desk.zoho.com/api/v1/tickets/351081000145244764"
View tickets
Is it possible to have 1 person in a organization which can view all tickets of that company? Example: IT Manager of Company X wants to view all tickets of Company X, no other user can see all tickets of Company X.
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