Introducing an AI-driven CAPTCHA for Help Center that offers improved accessibility and enhanced security | Zoho Desk | Product Update

Captcha protects your help center from fraud and abuse without creating friction.

What is a CAPTCHA?

CAPTCHA is a test used in computing to verify that a user is human by requiring them to complete a challenge. It helps prevent bot attacks and reduce spam.

In a help center, this is implemented as a security feature. It is usually a distorted image with text or a brief audio sample that users are required to decipher and type in to prove they are human and not an automated bot. This feature is often used on forms like logins or ticket submissions within the help center to prevent spam or malicious activity.

Why does your Help Center need CAPTCHA?

If users are being prompted for CAPTCHA while using your help center, it could be due to any of the following reasons:

Bot prevention: CAPTCHA is often implemented to prevent automated bots from spamming or misusing the platform. If unusual traffic from a particular IP or user actions seems automated, the system might trigger a CAPTCHA challenge.

            C - Completely                              

           A - Automated 

           P - Public 

           T - Turing test (to tell) 

           C - Computers (and) 

           H - Humans

           A - Apart

Types of CAPTCHA in the Help Center

1. Audio CAPTCHA 

An audio CAPTCHA in a help center is an accessibility-focused verification tool designed to assist users with difficulty reading visual CAPTCHAs. 

This type of CAPTCHA can be beneficial for visually impaired users or those with reading difficulties to help ensure that the help center remains accessible to all. Requiring users to listen to the audio and type what they hear helps prevent automated bots from submitting forms while providing a more inclusive experience for real users.

For example, the audio will ask a simple math problem, "What is 2+3?" the user must type the answer.

2. Image CAPTCHA

An image CAPTCHA in a help center is a visual verification tool designed to determine whether a user is a human or an automated bot. Typically, it presents users with an image containing distorted objects they need to identify or transcribe as part of a challenge-response test. This method effectively prevents spam and automated submissions, as bots often struggle to interpret images in the same way humans can.

Help Center CAPTCHA Enhancements 

To reduce the frequency of CAPTCHA prompts, consider reviewing your security settings, monitoring user activity, and ensuring that your help center is user-friendly and accessible.

Administrators can allow unregistered users to submit tickets by disabling the preference setting Customers must sign in to your Help Center to submit Tickets in the Help Center Access Settings.

Enabling this preference is highly recommended as it will help prevent bots from creating spam tickets.

We noticed that unregistered users created spam tickets via the Help Center's Add Ticket form. To stop the spamming, we have facilitated the preference Show captcha for unregistered users in the add Tickets form in your portal.

We will enable this setting with the latest enhancements for all your portals. You can still turn off the preference in the Help Center Access Settings. We recommend enabling it to avoid ticket spamming.

You can still disable these preferences in the Help Center Access Settings. 

To set the CAPTCHA permissions

1. Go to Setup > Channels > Help Center.
2. Select the Help Center for which you want to set access permissions.
3. Click Access Settings under the Help Center sub-menu.
   

 

     4. On the Access Settings page, enable Show captcha for unregistered users in the add Tickets form option under Permissions.

     5. Alternatively, you can enable Customers to sign in to your Help Center to submit the Tickets option.

Enabling this option will direct your customers to the login page, where they must sign in or register to access your Help Center.

Enabling this option provides an open Help Center; however, customers must sign in to submit their tickets.

      6. The changes will be saved instantly.

Takeaway

Implementing image and audio CAPTCHAs helps maintain the integrity of the help center by reducing the likelihood of spam tickets and ensuring that your agents can prioritize genuine user inquiries.

For more information on CAPTCHA and how to configure them, please refer to the detailed help documentation on Working with My Area in Help Center

Please stay tuned for new updates in Help Center.

Cheers,

Kavya Rao

The Zoho Desk Team

• Topic Participants

• Kavya Rao Addepalli

  

• Philippe Powell

• Shivani | Zoho Desk

  

• Ram Freedman

  

• 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

• Recent Topics

• Something wrong with client script??

  Someone have the same feeling? Client script behavior become very strange..

• API 500 Error

  Hello amazing ZOHO Projects Community, I get this message. How can we solve this? { "error": { "status_code": "500", "method": "GET", "instance": "/api/v3/portal/2010147XXXX/projects/2679160000003XXXX/timesheet", "title": "INTERNAL_SERVER_ERROR", "error_type":

• Polish signer experience to compete with docusign

  I would like to suggest that someone spend the little bit of time to polish the signer experience, and the email templates to more of a modern professional feel. They are currently very early 2000s and with some simple changes could vastly improve the

• how to change the page signers see after signing a document in zoho sign

  Hello, How can I please change the page a signer sees after signing a document in Zoho Sign? I cannot seem to find it. As it is now, it shows a default landing page "return to Zoho Sign Home". Thanks!

• Digest Janvier - Un résumé de ce qui s'est passé le mois dernier sur Community

  Bonjour chers utilisateurs, Le premier mois de l’année est déjà derrière nous ! Découvrons ensemble comment s'est passé janvier pour Zoho Community France. Nous avons démarré le mois avec une nouvelle intégration entre Zoho Desk et Zoho Contracts. Cette

• Power up your Kiosk Studio with Real-Time Data Capture, Client Scripts & More!

  Hello Everyone, We’re thrilled to announce a powerful set of enhancements to Kiosk Studio in Zoho CRM. These new updates give you more flexibility, faster record handling, and real-time data capture, making your Kiosk flows smarter and more efficient

• Can we fetch Deal owner and Deal owner email with COQL?

  While fetching deal deatils with coql api and while fetching deal owner name and email it is just giving owner id not ginving name and email https://www.zohoapis.in/crm/v2/coql

• Zoho Social - Cliq Integration / Bot

  Dear community / zoho, I am looking for a way to create a bot within Zoho Cliq to update my colleagues about our Zoho Social activities. For example, if a new post is published, it would be great if this post automatically would be shared in our social

• Comment to DM Automation

  Comment to DM automation feature in Zoho Marketing Automation, similar to what tools like ManyChat offer. Use case: When a user comments on a social media post (Instagram / Facebook), the system should automatically: Send a private DM to the user Capture

• Send / Send & Close keyboard shortcuts

  Hello! My team is so close to using Zoho Desk with just the keyboard. Keyboard shortcuts really help us to be more efficient -- saving a second or two over thousands of tickets adds up quickly. It seems like the keyboard shortcuts in Desk are only for

• Handling Agent Transfer from Marketing Automation Journey to SalesIQ WhatsApp

  We are currently using Marketing Automation for WhatsApp marketing, and the features are great so far We have a scenario where, during a campaign or journey, we give customers an option to chat with our sales team. For this, we are using SalesIQ WhatsApp

• Cliq iOS can't see shared screen

  Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

• Webinar - Getting Started with Zoho LandingPage

  Want to launch landing pages that support real marketing goals? This webinar is designed to help you understand the role landing pages play in your overall campaigns and how they contribute to lead generation and conversions. During this session, you’ll

• Increase Round Robin Scheduler Frequency in Zoho Desk

  Dear Zoho Desk Team, We hope this message finds you well. We would like to request an enhancement to the Round Robin Scheduler in Zoho Desk to better address ticket assignment efficiency. Current Behavior At present, the Round Robin Scheduler operates

• Zoho mail to contacts and leads, but not to accounts?

  We use the accounts tab a lot for our business because they can be linked to the sales orders. Now we want to use the mail add on to link communication of our emails to our accounts. However this is only possible for contacts and leads? It would be convenient

• Python - code studio

  Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics already

• Marketing Tip #19: Upsell on product page to increase order value

  Upselling doesn’t have to feel pushy. It can actually feel helpful when done right. Think "people also bought", upgrades, add-ons, or complementary items. A smart upsell increases your average order value and improves the customer experience by making

• CRM limit reached: only 2 subforms can be created

  we recently stumbled upon a limit of 2 subforms per module. while we found a workaround on this occasion, only 2 subforms can be quite limiting in an enterprise setting. @Anonymous User I've read about imminent increase of other components (e.

• Kaizen #198: Using Client Script for Custom Validation in Blueprint

  Nearing 200th Kaizen Post – 1 More to the Big Two-Oh-Oh! Do you have any questions, suggestions, or topics you would like us to cover in future posts? Your insights and suggestions help us shape future content and make this series better for everyone.

• オンライン勉強会のお知らせ Zoho ワークアウト （2/19 参加無料）

  ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 2月開催のZoho ワークアウトについてお知らせします。 今回はZoomにて、オンライン開催します。 ▶︎参加登録はこちら（無料） https://us02web.zoom.us/meeting/register/6AyVUxp6QDmMQiDGXGkxPA ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目指すイベント「Zoho

• Removing Tables from HTML Inventory Templates - headers, footers and page number tags only?

  I'm a bit confused by the update that is coming to HTML Inventory Templates https://help.zoho.com/portal/en/kb/crm-nextgen/customize-crm-account/customizing-templates/articles/nextgen-update-your-html-inventory-templates-for-pdf-generator-upgrade It says

• Ability to Link Reported Issues from Zoho Desk to Specific Tasks or Subtasks in Zoho Projects

  Hi Zoho Desk Team, Hope you're doing well. When reporting a bug from Zoho Desk to Zoho Projects, we’ve noticed that it’s currently not possible to select an existing task or subtask to associate the issue with. However, when working directly inside Zoho

• How do i move multiple tickets to a different department?

  Hello, i have several tickets that have been assigned to the wrong department.  I am talking about hundreds of automatically generated ones that come from a separate system. How can i select them all at once to move them to another department in one go? I can select them in "unsassigned open tickets view" but i can't find a "move to another department" option. I also can't seem to assign multiple tickets to the same agent in that same view. Could somebody advice?

• Let us view and export the full price books data from CRM

  I quote out of CRM, some of my clients have specialised pricing for specific products - therefore we use Price Books to manage these special prices. I can only see the breakdown of the products listed in the price book and the specialised pricing for

• Set Default Status of Assembly to "Assembled" When Entered in UI

  I've just discovered the new "confirmed" status of Assemblies within Inventory. While I understand the intent of this (allowing for manufacturing planning and raw material stock allocation), it was initially confusing to me when manually entering some

• How to apply customized Zoho Crm Home Page to all users?

  I have tried to study manuals and play with Zoho CRM but haven't found a way how to apply customized Zoho CRM Home Page as a (default) home page for other CRM users.. How that can be done, if possible? - kipi Moderation Update: Currently, each user has

• Plug Sample #14: Automate Invoice Queries with SalesIQ Chatbot

  Hi everyone! We're back with a powerful plug to make your Zobot smarter and your support faster. This time, we're solving a common friction point for finance teams by giving customers quick access to their invoices. We are going to be automating invoice

• Enrich your contact and company details automatically using the Data Enrichment topping

  Greetings, I hope you're all doing well. We're happy to announce the latest topping we've added to Bigin: The Data Enrichment topping, powered by WebAmigo. This topping helps you automatically enhance your contact and company records in Bigin. By leveraging

• Zoho Billing Partial Proration...

  Hi, In Zoho billing, we offer upgrades, downgrades, suspends, and resumes. We use online payment for most subscriptions, but have only a few that are offline, but we treat them the same either way.. We prorate only parts of these changes.. Right now zoho

• Any update on adding New Customer Payment Providers who support in store terminal devices?

  Currently there is only one Customer payment provider listed for terminal devices in USA- Everyware. They charge a monthly fee of almost $149 minimum. Will you add other providers - like Zoho Payments or Stripe or Worldpay that would allow integrated

• Getting Subform Fields to Display Top to Bottom

  I have a form where the fields are all in one column. I want to insert a subform where the fields are stacked in one column as well. I have built both the form and subform but the subform displays the fields from left to right instead of a stacked column. This will cause a problem displaying the subform correctly on mobile apps. How can I do this please?' Here is my form with subform now. As you can see the subform "Follow Up Activity" is displaying the fields left to right. I need them to go top

• [Feature Deprecated] Gamescope in Zoho Projects

  This feature is no longer available. All work and no play makes Jack a dull boy. Well, yes. That's true! Tiring work, buzzing coffee makers, busy turnstiles , occupied meeting rooms, back-to-back status updates and what not. Your everyday routine need not have to be this hectic. It can be more rewarding. It can be more fun. Zoho Projects believes in this fact and hence has launched Gamescope - A module that turns every project into an exciting game and boosts the spirit of your team by leaps and

• Creating a task, i can not work out how to get ID for What_Id

  hi From Module A function I map Module B record reference membershipid (ours). I need Module B Zoho ID to create the related to on task. All examples i've seen start with the Zoho ID. void automation.LTM_Assign_Dispute_Task(String membershipid) { try

• How to Convert NSF to PST Format Effortlessly? - SYSessential

  It is highly recommended to obtain the error-free solution of the SYSessential NSF to PST converter to convert NSF files from Lotus Notes. Using this professional software, it becomes easier to convert all NSF database items, including emails, journals,

• Can't connect to POP and SMTP over VPN

  I use Thunderbird to access Zoho Mail via POP and SMTP. I have configured an app-specific password for Thunderbird to use. Everything is properly configured and works correctly — until I enable my VPN. I'm using a paid commercial VPN service (Mullvad).

• my zoho mail is hacked

  my email is sending my username and password to people i dont know

• Suministrar accesos

  Asunto: Enable UPLOAD_RULE for API Attachments Mensaje: Hola, Necesito habilitar la capacidad de subir attachments vía API en Zoho Mail. Actualmente recibo el error: "UPLOAD_RULE_NOT_CONFIGURED" al usar el endpoint: POST /api/accounts/{accountId}/messages/attachments

• Introducing real-time document commenting and collaboration in Zoho Sign

  Hi, there! We are delighted to introduce Document commenting, a feature that helps you communicate with your recipients more efficiently for a streamlined document signing process. Some key benefits include: Collaborate with your recipients easily without

• Ticket Loop from Auto Responce

  We’re seeing an issue where a client’s help desk triggers a ticket loop. When they email us, our system creates a ticket and sends the acknowledgement. Their system then creates a ticket from that acknowledgement and sends one back to us, which creates

• How to make rule to filter out some emails from receiving the notification "Receiving a new ticket"?

  Good Morning, We are currently using the "Receiving a new ticket" notification rule to provide that auto reply template to a customer that emails us for support. However, there are some emails we don't want to receive this auto-reply. Where can I set

• Next Page