My workflows not working
Hi I have created my first workflow I want it so when a customer responds to a ticket that the status is changed to "reopened" We want this so its clear there is a ticket to deal with again. We only have 2 agents responding to tickets and do not have
Re-create auth token
I need to re-create a self-client auth token, with the same scopes (and additional ones) as the current token. Is there a way to view the scopes assigned to the current token to ensure that no scopes are missing when creating the new one?
reset of user password
User forgot her password, so she requests a password rest, but never gets the email. How do I reset her password, since that function is not an option, even for an administrator?
Error 403: Forbidden When Updating Email Signature via API
Hi Zoho Desk team, First, congratulations again on the excellent Zoho API. But, I’m encountering an issue while attempting to update an email signature via the API. Whenever I make a request to update the signature, the response returns an HTTP 403 Forbidden
Queues Management ?
I need to assign the new requirements equally between my support agents. How I can configure this feature in Zoho? Thanks
Client Can't View Ticket
Hi, I created a ticket for my Client since he had an issue. I added him as a Contact as well. My client got a notification in his email that the ticket has been created. When he went to view the ticket on his desktop, the screen was blank. He then viewed
Automating Custom Web Link Messages to Customers via Instant Messaging in Zoho Desk
Hello, I am looking for assistance with Zoho Desk's Instant Messaging feature. Is there a way to automate the sending of a custom web link to customers every day at 6:30 PM? Any guidance or suggestions on how to achieve this would be greatly appreciated.
Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?
Zoho Desk Validation Rule Using Custom Function
Hi all, I tried to find the way to validate fields using custom function just like in Zoho CRM but to no avail. Is there a way to do this?
Add Knowledge Base KB Articles to multiple categories
Greetings, Love you help center system. One item that would be incredibly helpful to many of us would be able to add a single Knowledge Base KB article to multiple categories in our system. It seems it could be quite easy to use a checkbox form, instead
What does "Tickets for Review" do?
What is the purpose of the va nilla view " Tickets for Review?"
Changing Color Theme of Guided Conversations
Hello, We have recently added Guided Conversations to one of our websites, but I am wondering if there is a way to customize the color scheme so it matches the appearance of the website? Thank you in advance!
Lost the ability to sort by ticket owner
Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?
Request for Information on Zoho Desk Webhooks Availability and Security
Hi Team, We need some information regarding Zoho Desk webhooks. Could you please provide details on the following: Event Order Guarantee: Does Zoho guarantee that Desk events will always be processed in the exact order they occur? For example, if two
Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the new
Zoho Desk add OIDC federation for 3rd party IDP
Please consider adding the ability to use OIDC/OAuth compliant Identity Providers to Zoho Desk. You currently have Zoho, Microsoft, LinkedIn, Google and Facebook. But if you added the ability to use ANY OIDC compliant provider, you would add compatibility
Zoho Desk Onboarding Assistance - How to do bulk taging
Hi How to apply a particular tag to multiple tickets in one go.
Round robin not processing backlog tickets
We set up a round-robin for one of our departments which initially worked, but something seems to have broken during the 'tweaking' process as it will no longer assign backlogged tickets of any kind. (I've included images of the settings.) Based on the
Merge Tickets Directly from Contact Page in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a new feature that would allow users to easily merge tickets directly from the contact page in Zoho Desk. Currently, the only option to merge tickets is from the Tickets list view page, which can
How to provide recommended KB articles in the welcome message
I'm new to Zoho and am looking to replicate something I did for a previous employer. I want all newly created tickets to receive an automated welcome message that includes a few recommended articles from our knowledge base. Ideally there would be a way
Zoho Desk View Open Tickets and Open Shared Tickets
Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).
Agents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:
Create Ticket ignores a list of "secondaryContacts"
Hi, we're trying to create a ticket, with a contact to be a CC. According to the documentation, it should be a list of IDs in "secondaryContacts". But when the ticket is created, it returns an empty array. Has someone tried it? Thanks for any hint. BTW
On-prem version of Zoho Desk
Is there an on-prem version of Zoho Desk available for enterprise customers if we have additional aspects of security that aren't covered with current legal and data security terms?
Zoho Desk app update - Reply via email option for IM tickets
Hello, everyone! We're excited to introduce the 'Reply via Email' option for IM tickets, in the latest version of the Zoho Desk Android(v2.7.4) and iOS(2.9.5) app update. You can now respond to IM-based tickets via email within the mobile app. This feature
Is there a way to programmatically open the zoho business chat?
I'm integrating business chat into my website. Is there a way to programmatically trigger opening the chat?
How to export customer contacts from Zoho desk
How to export customer contacts from Zoho desk
How can I disable Zoho Business chat from spamming Chrome's console logs?
I don't want Zoho logging to console. Here's what it's logging: STOP! vendor.bd5618bc1416dabeac98_.js:45 This is a browser feature intended for developers. Do not enter or paste code which you don't understand. It may allow attackers to steal your information
we can assign ticket to offline users
we can assign ticket to offline users
Spreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made
Re-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism
The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelisted
Restrict Announcement Pop-ups to Administrators in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request a feature enhancement that would allow organizations to restrict announcement pop-ups to administrators only. Currently, announcement pop-ups are sent to all users within a Zoho Desk organization,
Adding Markdown text using Zoho Desk API into the Knowledge Base
Hi Zoho Community members, We currently maintain the documentation of out company in its website. This documentation is written in markdown text format and we would like to add it in Zoho Knowledge Base. Do you know if there is REST API functionality which is able to support this operation ? Thank you in advance, Leandros
Contact info for the sales team
Hi, My employer is currently going through a merger, as part of the process, we need to decide which service we go for, for use as our IT ticketing system. As my team already use Zoho Desk and are familiar with using it, I'd like to carry this over into
Add StatusIQ Tab to Zoho Desk for Seamless Incident Management
Hi Zoho Desk Team, I hope you're doing well. We would like to request the addition of a StatusIQ tab within Zoho Desk, allowing support agents to seamlessly view and, with the appropriate permissions, manage incidents in Zoho StatusIQ directly from Desk.
Customer Support Portal
Hi, As I am dealing with and waiting for help with a serious Zoho Mail issue, I tried to submit requests and manage my requests by logging into the Customer Support Portal, but it keeps saying that I do not have a valid email address and cannot login.
Live Chat API
Is your Live Chat available through API. For instance am I able to use your API to grab a Live Chat so I can configure my PBX to call that API and allow the Live Chat to ring to our phone system ?
zoho account
we are unable to log tickets to IT due to our zoho account we unable to open
WhatsApp
Hola quiero saber cómo puedo integrar WhatsApp y Zoho desk
Auto CC is Off but still sends email
Hi, I often forward an email from my work address into the ticket system using my custom support@xxxxx.zohodesk.com email. Even though I have the Auto CC email replies to my support box Off (image attached), It still includes that when I reply. And if
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