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
Regards,
Lydia | Zoho Desk
Regards,
Lydia | Zoho Desk
New to Zoho Recruit?
Zoho Campaigns Resources
Topic Participants
Lydia | Zoho Desk
Sticky Posts
Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
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
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.
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Zoho Orchestly Resources
Zoho Creator Resources
Zoho WorkDrive Resources
Zoho CRM Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
ご検討中の方
Recent Topics
Reverse proxy
We have a web application in the creator platform. When I launch a particular DNS, I would like that DNS to redirect to the web page of the application in creator app. Has anyone achieved it and if yes, please share how to do it.Still client need to download .exe?
Hello, the client for use zoho assist need everytime download .exe file and launch it?Splitting a ticket's entire thread
Hi, When you split a ticket it only splits the individual reply that you clicked "Split as new ticket" on. Is it not possible to split the entire ticket thread from that point into the new ticket (every reply from the split point forward)? Or is thereEditing the text on the Help Center home page
Is it possible to edit the "Welcome to Help Center" message anywhere? This one: We'd like to be able to tailor it a little more ourselves.WHMCS for Zoho Flow
Can we use WHMCS for Zoho flow?Online meetings through Calendar Booking form with options
This is great to see and particularly for those users who don't have Zoho BOOKINGS. The shame of it all though is that it could have been better. Why do we have to set up separate booking forms for each type of meeting and for each online conferencingAgents permission per department
Hi Team, can I setup permission for each agent what they can do in each department, for example I want account department agents to only have view access to support department tickets and not allowed to assign or reply to clients. I am sure this wouldCRM notes
I want to be able to add notes to a task that do not necessarily get rolled up into an account or contact. For example, I tasks to work on a Court Order for John Doe divorce account. There might be lots of updates (in the form of notes) that employeesIntroducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-childFunction #8: Add additional charges to invoices
Here goes one of the highly sought-after custom functions in Zoho Books. If you find yourself needing to apply additional charges to customers on their invoices (say credit card surcharges, or fuel charges applicable to customers from a certain region,Alternative / optional Position
How do you create an alternative position or an optional position (article) in offers?جمود في الصفحة عند حفظ عمل
عندما اقوم باضافة ايقونة الى صفحة النموذج تجمد الصفحة ولا تعمل وتصبح مثل المظلة احدث الصفحة لا تعمل انتظر قليلا لا تعمل اقوم بنسخ رابط الصفحة والصقه في الرابط فيعملZOHO Books Canadian payroll Integration
Hello, I know ZOHO books doesn't have Canadian payroll and I dont believe its coming anytime soon. My question is there a Canadian payroll software that could be integrated with Zoho Books? Thank you HDZoho Desk Time Tracking and the Salary Privacy Issue
Hello colleagues, Just wondering if anyone did hit the same wall? In the Desk, when the agent-specific hourly rates are enabled (Zoho Desk → Setup → Time Tracking → Billing Preferences), these Time Entries are being displayed in the Ticket History tab.How to Delete, Disable, or Remove Streams from the Mail App?
Is there a way to remove Streams from the mail app sidebar? I get too many notifications, it doesn't add any value to Zoho's functionality (especially since you can just make comments inside an email), and is distracting. I do not want notifications/alertsDelay in MX updates
Hi, I set MX Records 12 hours ago, and I am receiving email normally, but I still get notification MX record is not pointing correctly. Error: The MX records of your domain is not yet pointed to Zoho Mail. Why there is a delay in detecting MX records,Bigin iOS and macOS app update: Link email messages to pipeline records.
Hello everyone! In the latest version of the Bigin iOS(v1.11.9) and macOS(1.8.9) app, we have brought in support for an option to link email to pipeline records. This helps you to view emails specific to a deal, especially when a contact is associatedmake.com integration
Just wondering if anyone on Zoho One account connecting apps to Make.com We're on Canadian server (.com) and when connecting to Make.com, it keeps having error of Invalid Client ID. I have contacted both Zoho and Make and both sides said it's not an errorArticle Numbers for KB articles
Hello, I was wondering if it's possible to turn on article numbers/ part numbering for KB articles. If this is not already a feature, we'd like to request it. Frequently a solution will require multiple articles so tracking which articles are referencedRefund Request ,Zoho Mail Subscription (zoho suport is not replying)
Hi Zoho Team, I recently subscribed to the Zoho Mail yearly plan, but after evaluating it, I found that the interface does not suit my workflow. I’ve already canceled the subscription from my end. As I’m well within your 30-day refund window, I’m requestingFile Encryption - Zoho Desk iOS app update
Hello, Everyone! We have now introduced the 'File Encryption' option within the Zoho Desk app as part of the HIPAA Compliance. This option allows the user to encrypt the attachments within the Desk mobile app, which acts as an additional layer of security.Data encryption - Zoho Desk iOS
Hello, Everyone! In the recent iOS version(v2.8.23) of the Zoho Desk app, we have supported data encryption. As a part of HIPAA Compliance, the Zoho Desk mobile app now allow users to encrypt the Desk mobile database as an additional layer of security.Notify Admin when a user forgets to check-in or check-out at the designated time.
Hello, I would like notify the Admin via email when a user forgets to check-in or check-out at the designated time. What is the best way to setup this email notification?Assistance Needed with Prospect Conversion Issue
Hi, I attempted to convert a prospect to an account, but received a pop-up notification indicating that the contact information matches an existing contact. I selected the option to add it to the existing contact, but it appears the prospect was not successfullyMail Merge - unable to send more than 50 email
Hi, I've subscribed to the pay email service because of the Mail Merge feature. However, I've found that this feature only allow to send up to 50 emails. I've to attach a screenshot for your reference. This limitation is not mentioned anywhere in service.Zoholics Europe 2025: Your Ultimate Data Analysis (Zoho Analytics) Workshop Experience
Why should you attend? This year, Zoholics Europe 2025 is putting data analysis centre stage. With a dedicated workshop designed to answer all your data-related questions, you’ll gain practical skills, real-time solutions, and expert insights that youUK payroll entries
Hey guys, Nett payroll payments are imported direct into the bank, using an external payroll system (will be glad for Zoho to have a UK payroll app) At present I have monthly recurring bills for HMRC which are auto entered & paid when due. This seemsClosing Accounting Periods - Invoice/Posting dates
Hi, I have seen in another thread but I'm unsure on how the 'transaction locking' works with regards to new and old transactions. When producing monthly accounts if I close December 24 accounts on 8th Jan 25 will transaction locking prevent me from postingInvoice status on write-off is "Paid" - how do I change this to "Written off"
HI guys, I want to write off a couple of outstanding invoices, but when I do this, the status of the invoices shows as "Paid". Clearly this is not the case and I need to be able to see that they are written off in the customer's history. Is there a wayReverse Charge Services (Non-EU) Showing Correctly in 84/85 and 67, But Missing in Box 46 - Germany
Hi, I'm located in Germany and I’ve set up my expenses for non-EU services (e.g., OpenAI, DeepSeek) under the reverse charge mechanism (§ 13b UStG) in Zoho Books, and I noticed some discrepancies in the VAT Summary Report. What’s Correct: Reverse ChargeZoho Live Chat/Support
What is going on with Zoho support lately? I've tried to use the live chat feature 4 different times and it refuses to connect to any (despite waiting over 30 minutes one of the tries). I finally gave up and emailed my question nearly a week ago and stillCan we have a module to records Certificate No and TDS rates for Lower TDS Certificates by the vendors ?
Can we have a module to records Certificate No and TDS rates for Lower TDS Certificates by the vendors ?Tip #38- Track Organizational Changes: A Guide to Using Action Log Viewer- 'Insider Insights'
Hello Zoho Assist Community! Ever needed to trace who did what and when within your remote support operations? Let’s say your support team is growing, and you want to monitor key activities like settings updates, user invites, module changes, or permissionTip of the Week #67– Avoid confusion – Mark duplicate threads.
When customers send the same message to multiple email addresses, such as support@ and sales@, your team may end up seeing the same message in different inboxes. This creates confusion, risks double replies, and clutters your workspace. Use the Mark asTax in Quote
Each row item in a quote has a tax value. At the total numbers at the bottom, there is also a Tax entry. If you select tax in both of the (line item, and the total), the tax doubles. My assumption is that the Tax total should be totalling the tax fromFinal Reminder: Discontinuation of Older ASAP Widgets and Mobile SDK Support
We launched the new ASAP Help Widget last year, introducing a unified and enhanced experience. Since then, older configurations have been placed in read-only mode, with all major updates and improvements built exclusively on the new version. As part ofZoho Subscriptions -- Zoho Commerce integration
Is there integration between Zoho Subscriptions and Zoho Commerce? I would like to create subscription plans in Zoho Subscritpions and list them for on my Zoho Commerce store.Website show Blank white screen
Customer called me to tell me my website is currently down upon review it shows a white screen however I can access everything via editor. JITCADCAM.comHow manufacturing analytics can transform your enterprise with Zoho Projects Plus
Did you know that every single car is made up of 30,000 to 40,000 individual parts? All of these are manufactured meticulously in various facilities before being assembled into one. The global manufacturing industry spans a wide range from deliveringProjects custom colors replaced by default orange
Since yesterday, projects uploaded to Zoho, to which I had assigned a custom color, have lost the customization and reverted to the default color (orange). Has anyone else had the same problem? If so, how did you resolve it?Next Page