Discussions from Ask the Experts 19 : Inside Zoho Desk Spring Release 2025
Hello Everyone,
We appreciate the engaging discussions during the Ask the Experts 19 session on the Spring Release. It was a pleasure connecting with you. Our team is actively working towards your requests to deliver an improved experience.
In this post, we’re excited to highlight the questions and answers from the sessions, including guidance on configuration setups and tips to optimize efficiency for your business. We’re sharing these discussions to benefit the wider community because together, we can enhance our collective knowledge and continue to deliver exceptional service to our customers.
1. How to optimize Agent Response Time and Agent Performance within Zoho Desk?
To accurately measure Agent Response Time and Agent Performance, set up a Service Level Agreement (SLA) within your Zoho Desk Account and link it to the business hours defined in Zoho Desk.
If your agents work during specific hours, e.g. from 9 AM to 5 PM, ensure you create business hours that match your operational timings and associate these hours with your SLA.
This will ensure that response and resolution times are calculated based on your defined business hours. If business hours are not associated with the SLA, response and resolution times will default to calendar hours(24 hours format).
If your agents work during specific hours, e.g. from 9 AM to 5 PM, ensure you create business hours that match your operational timings and associate these hours with your SLA.
This will ensure that response and resolution times are calculated based on your defined business hours. If business hours are not associated with the SLA, response and resolution times will default to calendar hours(24 hours format).
2. How can AWS Infra be configured with Zoho Desk?
Currently, we don't offer a direct integration with AWS Infra. However, you can utilize Zoho Desk APIs to integrate with AWS Infra, enabling you to perform API calls from your system to Zoho Desk.
Currently, we don't offer a direct integration with AWS Infra. However, you can utilize Zoho Desk APIs to integrate with AWS Infra, enabling you to perform API calls from your system to Zoho Desk.
3. When a ticket is closed and the customer responds, the ticket status does not change automatically. However, when we manually reopen the ticket, the SLA exceeds the defined time. How to configure the SLA so that it does not trigger again upon reopening?
In this case, you can enable the "Customer reply" option within the SLA configuration. This ensures that when a customer replies to a ticket, the SLA is recalculated based on your defined settings.
If the ticket status does not automatically change when a customer responds, check if the "Fall back to default" option is enabled for Closed status under the Ticket Status configuration. You can find this setting by navigating to Setup > Customization > Layouts and Fields > Ticket Status. This will ensure that whenever a customer replies to a ticket in the Closed status, the ticket automatically reverts to the default status.
In this case, you can enable the "Customer reply" option within the SLA configuration. This ensures that when a customer replies to a ticket, the SLA is recalculated based on your defined settings.
If the ticket status does not automatically change when a customer responds, check if the "Fall back to default" option is enabled for Closed status under the Ticket Status configuration. You can find this setting by navigating to Setup > Customization > Layouts and Fields > Ticket Status. This will ensure that whenever a customer replies to a ticket in the Closed status, the ticket automatically reverts to the default status.
4. How to prevent unnecessary emails from being converted into tickets and ensure only designated contacts can create tickets via email?
Utilize the filter option available in the forwarding mailbox. Alternatively, a workflow can be implemented to automatically close tickets originating from unwanted email addresses or domains.
Utilize the filter option available in the forwarding mailbox. Alternatively, a workflow can be implemented to automatically close tickets originating from unwanted email addresses or domains.
5. How can we integrate the automated customer happiness survey process so that it associates directly with the relevant contact and their respective ticket? How to track these responses within reports?
Go to Setup (S) >> Organization >> Customer Happiness. Enter your rating question and select either "To every outgoing Ticket response" or "When a Ticket is closed" from the Add Rating link. Adjust the settings according to your requirements. When a customer rates a ticket, the rating will be available within the ticket as well as the Contact info box in the Tickets properties. To view reports, access the Customer Happiness Dashboard by navigating to Analytics -> Dashboard -> Customer Happiness Dashboard.
6. How to resolve the error encountered when sending marketing messages through WhatsApp templates? Is there any alternative solution we can implement for this?
We are currently exploring possible options with Meta. Specifically, we are checking if it's feasible to send marketing template messages for multiple tickets or contacts at a time without encountering errors.
7. Is it possible to configure a GC flow for Line channel?
This Spring release unfolds for you to create a GC flow specifically for the Line channel and deploy it.Refer this link for details.
This Spring release unfolds for you to create a GC flow specifically for the Line channel and deploy it.Refer this link for details.
8. What is the best method to generate weekly reports such as "Average closure time," "Average number of replies per thread," and especially "Most common types of categorized emails" to get an overview of Agent performances in Zoho Desk?
You can use our default reports to track metrics like average resolution time or average response time or schedule custom reports based on your requirements.
If you're using the Enterprise edition of Zoho Desk, you can set up a report scheduler to send the generated reports to different recipients on a weekly or monthly basis. These scheduled reports can be emailed directly to you, allowing you to view them from your email or device without needing to log into your Zoho Desk account each time.
You can use our default reports to track metrics like average resolution time or average response time or schedule custom reports based on your requirements.
If you're using the Enterprise edition of Zoho Desk, you can set up a report scheduler to send the generated reports to different recipients on a weekly or monthly basis. These scheduled reports can be emailed directly to you, allowing you to view them from your email or device without needing to log into your Zoho Desk account each time.
9. What is the best way to trigger a workflow rule after a specific elapsed time? For example, trigger a workflow after a ticket has been closed for 48 hours.
A workflow is an automation triggered by specific events, such as ticket creation, ticket updates, customer replies, or agent responses. In your scenario, you want an automation to trigger specifically 48 hours after a ticket has been closed.
A workflow is an automation triggered by specific events, such as ticket creation, ticket updates, customer replies, or agent responses. In your scenario, you want an automation to trigger specifically 48 hours after a ticket has been closed.
To trigger automation based on elapsed hours, you should use a supervisor Rules (time-based action), which runs periodically (every hour), checks tickets based on the criteria you configure, and executes the associated actions accordingly.
To set this up, navigate to Automation → Supervisor Rules. Create a rule with criteria such as "Hours since status updated is greater than 48" or "equal to 48," along with an additional criterion like "Status is Closed." The rule will then only apply to tickets that have been closed for at least 48 hours since the last status update.
You can associate specific actions with this rule, such as updating the ticket status or sending a follow-up email to the customer, depending on your requirements.
To set this up, navigate to Automation → Supervisor Rules. Create a rule with criteria such as "Hours since status updated is greater than 48" or "equal to 48," along with an additional criterion like "Status is Closed." The rule will then only apply to tickets that have been closed for at least 48 hours since the last status update.
You can associate specific actions with this rule, such as updating the ticket status or sending a follow-up email to the customer, depending on your requirements.
10. If we use Zoho Desk openAPIs with AWS infra, are the APIs HIPAA compliant?
Yes. Since Zoho Desk is HIPAA compliant, the APIs provided by Zoho Desk are also HIPAA compliant. The data stored within Zoho Desk is already encrypted, ensuring that any API accessing this data remains compliant with HIPAA regulations.
However, If you plan to fetch Zoho Desk data stored in AWS infra using other third-party APIs, please verify those APIs and AWS infrastructure are HIPAA compliant.
However, If you plan to fetch Zoho Desk data stored in AWS infra using other third-party APIs, please verify those APIs and AWS infrastructure are HIPAA compliant.
11. Can we enable the Analytics module to generate reports for data spanning more than 12 months (or years)?
Currently, we are working on enabling report generation for data exceeding 12 months, and this feature should be available soon. This capability is now available in beta, allowing you to create custom reports with approximately 2 years of data. To enable this beta feature for your organization, please send an email to support@zohodesk.com.
12. Can we manually edit the translations used in the Help Center portal?
Zoho Desk supports multilingual setup. In this configuration, you can export a list of fields and their picklist values from Zoho Desk, then manually adjust the translations into your desired language, and then import them back into Zoho Desk. This will update the translations displayed to both your agents and customers within your Help Center and Desk interface.
If you continue to experience difficulties with the translations, please connect with us.
If you continue to experience difficulties with the translations, please connect with us.
13. A significant issue I'm facing is that 'out of office' emails are reaching the ticketing system and automatically changing the status from 'on-hold' back to 'open.' Is there a straightforward solution to prevent this?
By default, when a customer replies to a ticket, the ticket status reverts automatically to the default "open" status. With a custom function, we can examine the subject or email, detect "out of office" emails, and ensure the ticket retains its original status instead of reopening.
Note: Custom Functions work in the Enterprise edition.
Note: Custom Functions work in the Enterprise edition.
14. How can we configure an automated parallel or sequential approval process in Zoho Desk, similar to the one available in Zoho CRM?
Alternate to approvals in tickets, you can use blueprint under automation to set up the approval process. The blueprints will help the organization in a process orchestration. Please refer to this help document.
Blueprints provide a viable solution for managing approvals. We are actively working on enhancing this feature to provide an advanced approval process similar to the one available in Zoho CRM.
15. Is it possible to lock ticket records in Zoho Desk, similar to Zoho CRM? Can we configure response and resolution SLA alerts separately?
We are currently working on providing an option to lock tickets based on a time set by the Admin. Once a ticket is closed, a locking period can be defined. After this locking period expires, the ticket will be fully locked. Any further incoming emails or conversations related to that ticket will automatically generate a follow-up ticket. You can then configure separate resolution and response escalation using SLA based to your requirements.
16. Is there a way to tell the system to send an email to the customer (email ticket), when creating a ticket on behalf of a customer?
Yes, there is an option called "Send As Email" available. You can enable this feature by navigating to Settings > Setup > Customization > Central Settings > Tickets. Once enabled, when you create a ticket, you can add the relevant content in the description, and the system will automatically send an email to the customer when you click "Send as Email" option instead of "Submit" upon ticket creation.
17. How can we add notes to a ticket that are visible at the ticket list level? We don't use tasks because they don't notify agents if the ticket is already closed.
To display notes at the ticket list level, one option is to use a custom multi-line field named "Note," where users can enter any relevant notes directly into the ticket. However, custom fields added to tickets are not visible in the standard ticket list view. To display them, use the "Tickets Table view", which supports showing custom fields, including the multi-line fields like "Note" at the list level. Additionally, custom fields can be used for searching and other functionalities, and these custom field will not visible to your customer.
18. During the ticket approval process, how to include comments explaining why an approval was rejected or approved?
You can utilize blueprints to manage approvals effectively. For instance, you can set up separate transitions for approval and rejection, each containing multiple steps such as adding comments, notes, updating fields, and more. Also, approval transitions within blueprint workflows support widgets. This means you can define specific steps or actions to occur whenever an approval or rejection takes place.
19. Do we have the option to create a task for another department directly, or can we only share an existing task from one department to another? How does inter-departmental task coordination work?
If you're referring to tasks in the Activities module (not tickets):
If you're referring to tasks in the Activities module (not tickets):
- You can directly create a task for another department only if you have the required permissions for that department.
- Task sharing between departments is not supported unlike tickets, which can be shared.
- If your profile has access to multiple departments or an "All Departments" view, you'll be able to select the department while creating a task.
- Note: Tasks and tickets are department-specific and cannot be linked across departments.
20. Is there a way to make an entity field mandatory when creating tickets?
If you are referring to custom fields or other fields available in the layout during entity creation, you can set these fields as mandatory within the layout settings. To do this, navigate to the layout section, select the field properties, and enable the option labeled "This field is mandatory." Once enabled, the field will become mandatory both during record creation and when editing existing records.
If you are referring to custom fields or other fields available in the layout during entity creation, you can set these fields as mandatory within the layout settings. To do this, navigate to the layout section, select the field properties, and enable the option labeled "This field is mandatory." Once enabled, the field will become mandatory both during record creation and when editing existing records.
21. Can telephony integrations with Zoho Desk automatically create tickets for answered calls?
Typically, telephony integrations with Zoho Desk only support automatic ticket creation for missed calls. To automatically create tickets for answered calls, you can implement a Custom Function Workflow.
Typically, telephony integrations with Zoho Desk only support automatic ticket creation for missed calls. To automatically create tickets for answered calls, you can implement a Custom Function Workflow.
22. How can I enable the parent-child ticketing feature in Zoho Desk?
To enable the parent-child ticketing feature, please raise a request through this form, and we will enable it for you.
To enable the parent-child ticketing feature, please raise a request through this form, and we will enable it for you.
23. Is there a way to update a picklist value from A to B in tickets layout?
Within the layouts for picklist fields, there is an option called "Replace Values." When you use this option, the system will replace the old value with the new value you specify and automatically update all previous records accordingly.
Within the layouts for picklist fields, there is an option called "Replace Values." When you use this option, the system will replace the old value with the new value you specify and automatically update all previous records accordingly.
24. What is a Lifecycle report, and how is it different from the History tab?
The Lifecycle report allows you to categorize and filter specific events related to status updates, department changes, event owners, and time frames.
In contrast, the History tab provides complete details of all events and entries related to a ticket.
The History tab shows every action taken on a ticket, while the Lifecycle report focuses specifically on selected events, providing a more targeted view.
The Lifecycle report allows you to categorize and filter specific events related to status updates, department changes, event owners, and time frames.
In contrast, the History tab provides complete details of all events and entries related to a ticket.
The History tab shows every action taken on a ticket, while the Lifecycle report focuses specifically on selected events, providing a more targeted view.
25. Where can I find the "Ticket and Thread Summary" feature in Desk?
We recently updated the UX/UI for ticket summaries. Now, when you open any ticket in the detailed view, you'll see a button called "Zia Summary" at the top. Clicking this button to generate a summary of the entire ticket, including the subject, incoming and outgoing conversations, private comments, and public comments.
We recently updated the UX/UI for ticket summaries. Now, when you open any ticket in the detailed view, you'll see a button called "Zia Summary" at the top. Clicking this button to generate a summary of the entire ticket, including the subject, incoming and outgoing conversations, private comments, and public comments.
26. Can I customize the Zia summary to display specific information?
Yes, you can customize the Zia summary. For example, you can choose to summarize only incoming messages to understand the user's query, or only private comments to review internal discussions. You can select these options within the Zia summary feature.
Yes, you can customize the Zia summary. For example, you can choose to summarize only incoming messages to understand the user's query, or only private comments to review internal discussions. You can select these options within the Zia summary feature.
27. How can I summarize individual threads within a ticket?
To summarize individual incoming or outgoing threads, click on the "More" icon next to the thread. Under the AI section, you'll find the "Summarize" option, which allows you to generate a thread summary. Refer here for details.
28. Is the Table view for tickets available for "All Departments"?
Currently, the Table view support for tickets across all departments is under implementation and not yet available.
Currently, the Table view support for tickets across all departments is under implementation and not yet available.
29. What is Multilingual Support in the Customer Happiness rating feature?
Multilingual Support is a feature that allows you to present customer happiness rating forms in multiple languages. Previously, these forms were available only in English. With Multilingual Support, you can offer customer happiness surveys in the customer's preferred language, improving the accuracy and quality of the feedback you receive. Currently, we support more than 27 languages.
30. How can I configure translations for the customer happiness rating questions and choices?
You can configure translations for each question and choice under the Languages-Multilingual from Setup > Customization > Languages. Translate the questions and choices, and these translations will be displayed to customers based on their language preferences.
31. How does the system determine which language to display to the customer?
If the customer is a registered end-user in the help center, the system automatically detects and uses the language based on the user's preferences. If the customer is not registered, the system will use the language specified in the language field of the ticket to determine which language to display.
32. What is the Blueprint feature, and how does it work?
Blueprint is a feature designed to streamline and enforce specific processes that agents must follow when handling tickets. It ensures consistency and adherence to defined workflows.
For example, if you run an e-commerce store and want your agents to follow a specific process before changing a ticket status (such as from "open" to "on hold," or "on hold" to "refund initiated"), you can use Blueprint to define the required steps. This might include actions such as sending a reply to the customer, adding proper comments, or updating specific fields before allowing the status change.
33. What are the benefits of implementing Blueprint in ticket handling?
Implementing Blueprint helps ensure that agents follow a consistent, structured process when managing tickets. It enforces required actions and transitions, improving overall efficiency, accuracy, and quality of customer service.
Multilingual Support is a feature that allows you to present customer happiness rating forms in multiple languages. Previously, these forms were available only in English. With Multilingual Support, you can offer customer happiness surveys in the customer's preferred language, improving the accuracy and quality of the feedback you receive. Currently, we support more than 27 languages.
30. How can I configure translations for the customer happiness rating questions and choices?
You can configure translations for each question and choice under the Languages-Multilingual from Setup > Customization > Languages. Translate the questions and choices, and these translations will be displayed to customers based on their language preferences.
31. How does the system determine which language to display to the customer?
If the customer is a registered end-user in the help center, the system automatically detects and uses the language based on the user's preferences. If the customer is not registered, the system will use the language specified in the language field of the ticket to determine which language to display.
32. What is the Blueprint feature, and how does it work?
Blueprint is a feature designed to streamline and enforce specific processes that agents must follow when handling tickets. It ensures consistency and adherence to defined workflows.
For example, if you run an e-commerce store and want your agents to follow a specific process before changing a ticket status (such as from "open" to "on hold," or "on hold" to "refund initiated"), you can use Blueprint to define the required steps. This might include actions such as sending a reply to the customer, adding proper comments, or updating specific fields before allowing the status change.
33. What are the benefits of implementing Blueprint in ticket handling?
Implementing Blueprint helps ensure that agents follow a consistent, structured process when managing tickets. It enforces required actions and transitions, improving overall efficiency, accuracy, and quality of customer service.
34. When an Agent creates a ticket in one department and the ticket is moved to another department, the original creator loses visibility of that ticket because they don't belong to the receiving department. The ticket only becomes visible only if the ticket is shared to the creator's department again. Using the help center as an alternative is inconvenient because users must access a separate portal and cannot view internal notes. How can you address this?
Currently, Zoho Desk operates with department-specific categorization for both agents and tickets. If an agent (Agent A) has access only to Department A, they can only view tickets within Department A. Once a ticket created by Agent A is moved to Department B, Agent A loses visibility unless the ticket is explicitly shared back with their original department. Allowing agents to view tickets from departments they don't belong would cause conflict with the core concept of department-specific categorization, data privacy, and sharing policies. So, an agent can only access tickets within departments they have explicit access to, even if they created the ticket.
Currently, Zoho Desk operates with department-specific categorization for both agents and tickets. If an agent (Agent A) has access only to Department A, they can only view tickets within Department A. Once a ticket created by Agent A is moved to Department B, Agent A loses visibility unless the ticket is explicitly shared back with their original department. Allowing agents to view tickets from departments they don't belong would cause conflict with the core concept of department-specific categorization, data privacy, and sharing policies. So, an agent can only access tickets within departments they have explicit access to, even if they created the ticket.
35. Have you encountered an issue where, when two department emails are mentioned in the 'To' address, a ticket is created in only one department instead of both? We have a mail service provider that auto-forwards emails individually to Desk support emails. After disabling the merge function, we noticed duplicate conversations appearing in the same department rather than separate tickets in two different departments. Why is this happening?
To identify why tickets aren't created in both departments when two department emails are included in the 'To' address, we need to analyze the email headers or the delivery method used by your mail service provider. This analysis will help us understand why the ticket is created in only one department and why both conversations appear in the same ticket. Please send us a sample email that should have created tickets in both departments to support@zohodesk.com. We will analyze it and provide you with a possible solution or pinpoint exactly where the issue lies.
To identify why tickets aren't created in both departments when two department emails are included in the 'To' address, we need to analyze the email headers or the delivery method used by your mail service provider. This analysis will help us understand why the ticket is created in only one department and why both conversations appear in the same ticket. Please send us a sample email that should have created tickets in both departments to support@zohodesk.com. We will analyze it and provide you with a possible solution or pinpoint exactly where the issue lies.
36. How to send one email to multiple departments from Zoho Desk?
Currently, Zoho Desk does not support sending a single outgoing email directly to multiple departments. However, you can consider alternative methods:
- Use the CC field to include multiple recipients.
- Set up workflow automation to notify multiple email addresses using the recent thread content placeholder.
Currently, Zoho Desk does not support sending a single outgoing email directly to multiple departments. However, you can consider alternative methods:
- Use the CC field to include multiple recipients.
- Set up workflow automation to notify multiple email addresses using the recent thread content placeholder.
37. When reviewing analytics reports on resolution time, how is the time calculated for tickets in 'On Hold' status?
When generating a report based on resolution time, the resolution time calculates both open and on-hold time. However, if you generate reports specifically based on agent performance, the resolution time calculation excludes the on-hold time.
When generating a report based on resolution time, the resolution time calculates both open and on-hold time. However, if you generate reports specifically based on agent performance, the resolution time calculation excludes the on-hold time.
38. Is it possible to allow certain customers to view Analytics dashboards?
To provide access to analytics dashboards for specific customers, there are two possible approaches:
a. Create customized dashboards and embed them in your Help Center using custom widgets. (or)
To provide access to analytics dashboards for specific customers, there are two possible approaches:
a. Create customized dashboards and embed them in your Help Center using custom widgets. (or)
b. You can add these customers as "light agents," allowing them limited access to preview specific dashboards.
39. Is it possible to include detailed information within the email body of reminder and comment notifications?
You can include detailed information in email notifications by adding placeholders like "Recent Thread" or "Recent Comment" to your email templates. This ensures the actual comment or thread content appears in the email body, rather than just a link.
39. Is it possible to include detailed information within the email body of reminder and comment notifications?
You can include detailed information in email notifications by adding placeholders like "Recent Thread" or "Recent Comment" to your email templates. This ensures the actual comment or thread content appears in the email body, rather than just a link.
40. Can we upload video recordings directly into the Knowledge Base?
Yes, you can upload video recordings directly into the Knowledge Base editor using the attachment option. The attachment feature supports files up to 20 MB. Alternatively, you can use cloud storage options to include larger video files.
41. Is there a way to view Zoho Desk tickets within Zoho CRM seamlessly?
Yes, it is possible to view Zoho Desk tickets alongside CRM contacts or accounts by integrating Zoho Desk with Zoho CRM. This integration allows you to access and manage Desk tickets directly within your CRM, creating a seamless experience for your team.
41. How can agents be notified that a customer has open tickets in other departments, even if they don’t have access to those departments?
There is a permission available that allows users to search for tickets across departments. Tickets from other departments can be displayed in a search view, even if the agent does not have direct access to those departments. To notify agents of tickets in other Departments, enable the permission Access Data across Departments.
Zoho Desk supports exporting tickets classified under a custom view. However, filters applied directly within the tickets view are personal and temporary, and exporting these filtered results is on our roadmap.
Here are the recordings from our Ask the Experts 19 sessions:
ATE19 Zoho Desk Spring Release 2025 Session 1 | ATE 19 Zoho Desk Spring Release 2025 Session 2
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Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer anyAsk the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.Ask the Experts 5: Online Q&A on Zoho Desk Extensibility
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.Ask the Experts 4: A 5 hour online Q&A on agent productivity
Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.Ask the Experts 3: A 5 hour online Q&A on reports and dashboards
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先月からZoho CRMを試験的に導入して運用しています。 商談の管理（運用？）の仕方について教えてください。 商談の数が増えてくると、ダッシュボードの「ステージ別進捗状況」にどんどん過去の商談が蓄積されてくると思うのですが、 現在動きのあるものを中心に確認したくなる気がします。 そのあたりについては、どのように運用が一般的なのでしょうか？ アドバイスいただけるととてもありがたいです。 よろしくお願いします。Composite Items & Purchase Orders
The Composite Item is great way to bundle different products and services into a single line and sell it as a single line item in Estimates, Sales Orders and Invoices. However, on the other side - i,e,. Purchasing - this item creates quite a bit of ausing custom function is it possible to update the created by field in Zoho Crm custom module
using custom function is it possible to update the created by field in Zoho Crm custom moduleSlow Sloww Slowwww Responses
Good day, Has anyone been experiencing slow responses from support? Since Thursday I migrated my Whats app to Sales Iq and I had to synch with Social to get the otp they were sending. Apparently What's app can't be automatically added so I reached outYou have exceeded the maximum number of attempts for this action. Please retry doing the same in 30 minutes.
When one of Zoho Books user tries to select a vendor, recording a new bill, these message appears: You have exceeded the maximum number of attempts for this action. Please retry doing the same in 30 minutes. Other user, at the same time, but differentEnable Conversation Context Retention for SalesIQ Answer Bots
Hello Zoho SalesIQ Team, We hope you are doing well. We have noticed that SalesIQ bots currently fail to maintain conversation context in Hebrew. For example, when we follow up on a previous answer or ask for clarification in Hebrew, the bot either providesAutomatic Hebrew Small Talk Setup Without Duplicate Term Errors & Manual Configuration
Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement to the Small Talk feature in Zoho SalesIQ, specifically for Hebrew language support. Current Challenge: When setting up Small Talk for Hebrew, we encounter multiple issues: SimpleShould I Add Leads in Bigin?
ok, first off I'm new here. I just started using Bigin. I'm debating if it's appropriate to enter leads. by leads I mean a list of contacts that I have not yet reached out to...it's a cold calling list. if I enter them I can track them (I understandZoho Books - Perform a validation check before an invoice is marked as sent or sent
Allow the validation rules to apply to button actions. For example: an invoice could not be sent or marked as sent if it has an empty value in a custom field. (The field could remain blank while it is being worked on.)Flow error "given url is wrong"
when I setup a flow to update a task status, I get an error when it runs that says "given url is wrong."Upgrade Zoho Desk Agent-Side Answer Bot to GenAI
Hello Zoho Desk Team, We hope you're doing well. Following the recent announcements and rollout of the GenAI-based Answer Bot in Zoho SalesIQ (Nova '25), we’d like to formally request a similar upgrade for the Answer Bot used by agents inside Zoho Desk.Bigin Android app update: Email filters enhancement, change owner for related records.
Hello, everyone! In the most recent Bigin Android app update, we have introduced additional email filters and an option to change the owner of related records. Email filters: We have now brought in support for 'All Emails' and 'Added from Widgets' filterHow can I get all conversations and comments of a Zoho Desk ticket using ZOHODESK
Hi everyone, Currently, I am developing a Zoho Desk extension, and I am following the guide available at https://www.zoho.com/desk/extensions/guide/#ticket-object. While working with Zoho Desk, I have noticed that I can only retrieve the general informationAI & Zoho Recruit
Hello, I guess we all are using AI in our personal and professional lives. Now, let's imagine. Recruitment is just a succession of stages and steps. For which step would you like to see AI implemented into Zoho Recruit ? I'll start : - Automatic translationWorkdrive and ChatGPT Team Synced Connectors
Hi, we want to be able to integrate Zoho Workdrive with OpenAI’s ChatGPT Team plan. Google Drive and OneDrive both offer this, zoho please catch up asap. We dont want to have to put our company files in google drive, we want to allow chatgpt Team editionwidget url 404'ing
I'm creating a widget for the first time. When I grab the url from the base url section of the widget builder and append /widget.html it 404's Just wrote a very basic test. I have a folder structure app.zip - widget.html --js/app.js /widget.html <!DOCTYPEUnable to Edit Pick-List Items in Custom Project Field(s)
I can edit most fields normally, but if I try to edit - in any way - a Pick List field, I just get this error: To be perfectly clear, I'm trying to edit an existing Pick List field (adding or removing items), not adding a new instance. If I rename it,How to display results from zoho.crm.searchRecords in message window
Hello, I've created a custom function which is linked to a custom button which pulls a date from our contacts module and searches a date field in our quotes module and returns all records matching the date. My issue is, how to I get this to display theDomain Transfer
Hello there! I wanted to know if I can transfer my domain from Zoho to other hosting providers or use a different hosting provider instead of zoho's services.Select CRM Custom Module in Zoho Creator
I have a custom module added in Zoho CRM that I would like to link in Zoho creator. When I add the Zoho CRM field it does not show the new module. Is this possible? Do i need to change something in CRM to make it accesible in Creator?New User - Opening Stock Aging Report
I am setting up new client and am entering Opening Stock - created items and entered quantity/price details. Now the aging report is showing all the opening stock as new. How do I enter the Purchase Dates of these items so that I get accurate InventoryBulk Receive Multiple Purchase Orders
Is there a feature or function that will allow you to bulk receive issued purchase orders? I have about 100 that need to be received from 5 years ago.Manual Invoice
How to create a Manual invoice, I need to enter Amount directly instead of (qty*Rate). our company is a service sectorEffective Inbox Organization: Folders vs Tags in Zoho Mail?
I'm exploring the best ways to organize a busy inbox, especially when managing multiple clients or project using Zoho Mail. I’d love to know what works best for others: 1. Do you prefer **folders** (possibly with sub-folders) for each client or project?Merging contacts and or accounts
Hello, In a prior CRM we were able to merge contacts and or accounts. We have turned on the function to stop multiple contacts with the same email, so we can prevent multiple contacts from happening, however, we now have multiple contacts that have theCapture Reason for absence next to Campaign Member Status. Is there a reasonable workaround?
I've reviewed the topics I could find to do with this but still couldn't find anything that satisfies our requirements: We would like to track a *reason* (picklist or text, doesn't matter which) why a Campaign Member (Lead or Contact associated with aZoho Learning Management System - Certificate Upload by Employees
We are planning to enroll employees in courses which are hosted by coursera or similar sites. I want to share the links of those courses and also want employees to upload their completion certificate once they are done. Is this function possible inNext Page