Include Suggested Articles in New Ticket Email
When someone creates a new ticket, is there any way to include recommended knowledge base articles (like the ones Zia Suggests) in the email notification to the user? When they're waiting for a reply, it would be nice to have sent them some recommendedTwo factor authentication for helpdesk users
The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my companyCreate View to See Tickets Closed within the last 3 days
I'm trying to create a view in Zoho Desk that shows me "recently closed ticket," which I will define as tickets closed in the last 3 days. I want this view to update so that whenever I click to view it is recalculates and shows me tickets closed withinZoho Desk integration with Power BI
Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks JackHas anyone built a ticket export that allows Help Center users to export the tickets shown in the My Area list they are looking at?
Hi, We are moving to Zoho Desk soon. Our current support system displays an option in our help center allowing customers to export their Open, Closed, or all tickets based on which list they are looking at. We need to offer the same in Zoho Desk helpRecurring Supervisor Rule Reminders for Open/In-Progress Tickets
Hello Zoho Support Team, I would like to suggest a potential improvement regarding reminders for tickets and activities in Zoho Desk. Currently, it is possible to set reminders only once. In the Supervisor Rules section, it is possible to configure remindersAdd Comprehensive Accessibility Features to Zoho Desk Help Center for End Users
Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request to enhance the client-facing Help Center in Zoho Desk with comprehensive accessibility features, similar to those already available on the agent interface. 🎯 CurrentChatbot for Urdu language
Hello, I have successfully set up Zoho Desk and integrated it with Moodle using ASAP. I am now looking for a chatbot that supports the Urdu language to enhance student support. My goal is to enable the chatbot within ASAP so that students can ask questions,Filtering Parent and Child Tickets in Analytics
Hello Zoho Support Team, We’ve noticed that when checking our ticket analytics in Zoho Desk, the data merges both parent and child tickets for key metrics like the number of new tickets, closed tickets, and first response time. This results in inaccurateSupport Mixed Visibility Settings in Knowledge Base Categories
Hello Zoho Desk Team, We hope you're all doing well. We’d like to submit a feature request regarding visibility settings in the Knowledge Base module. 🎯 Current Limitation As of today, when a category is set to a specific visibility level (e.g., Public),Parent-Child Tickets using API or Deluge
Hi Everyone, We are looking at the parent-child ticketing features in Zoho Desk. We want to be able to create a parent ticket at customer level and nest child tickets underneath. The issue we are facing is to be able to automate this. I'm checking thePass variables to Zoho Desk via URL to create a fast new ticket landing page
We are integrating our phone system into Zoho Desk. Currently when a helpdesk agent answers the phone, a soft client opens a new tab with zoho desk at the new case page. https://desk.zoho.com/support/companyname/ShowHomePage.do#Cases/new We would likeSharing Knowledge Base articles across multiple departments
It would be useful to share some Knowledge Base articles across multiple departments where they are applicable, rather than having to go into other departments to find the article you're looking for. For example. Our reception uses the 'Admin' desk whereas our IT guys use the 'Support' desk, however both divisions would find KB articles about our company intranet useful. Reception does not have access to the support desk, so cannot see articles created in the Support KB. Perhaps you could installOption to duplicate views ( ticket and others)
Hello, I would like to ask for the option to duplicates views, especially ticket views. Often we need to use the views for very particular information, including filtering out custom data. It would be great to allow duplicate an existing View, so it canOption to copy/duplicate Custom Ticket views
Hi Team, Hope you're all well. I was wondering if you would consider a feature on Custom Ticket views: The option to copy or duplicate an existing custom ticket view It would help tremendously for views with a lot of criteria that could be reused multipleZoho Desk and Zoho Inventory
I am hoping I am not the only one with this need but has anyone else notice the lack of integration between Zoho Desk and Zoho Inventory and eventual funneling into an Invoice in Zoho Books? As an IT service provider we very often will sell parts (items) along with services for installing said item(s). I have discovered that although you can integrate your Inventory Items into Desk as a "Product", it serves no real functionality. In fact, I found the concept confusing compared to how many ServiceChanging 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!How to Search Records Using Zoho Desk API with Custom Fields - Account, Contact & Custom Field
🔍 How to Search Records Using Zoho Desk API with Custom Fields Hello Team, Today, I’m excited to share a useful tip on using the Zoho Desk Search API to search data like Contacts, Accounts, or any other module using custom fields. This includes searchingReply via email for IM tickets
Ability to respond via email to tickets opened via IM channels, such as WhatsApp, Telegram, etc. Currently it is only possible in calls opened through Socials channels.Paste Screenshot in Ticket
We love Zoho Desk, but we miss the ability to paste screenshots directly into a ticket. I know that others have requested this functionality, but I thought it would be good to add it here as well.View Conversation Thread, Including Private Comments, when Replying
When you compose a reply in Zoho Desk it takes you out of the conversation thread view and into a large composing window. This means that you can't see private comments from the ticket tread or attachments, both of which are frequently handy to referenceAdd a canned reponse system
Canned responses are vital for companies that need to send the same answers to multiple tickets with placeholders such as adding the ticket creators name, etc. Currently, there is no such system in Zoho Desk which is a huge inconvenience to us as we eitherAuto Reply on Zoho Desk
Can we set an Auto Respond to every email that Zoho Desk receives? Is there a way that any of the information in the original email can be pulled through to that reply? Like a mail merge?Formula Fields for Zoho Desk Custom Fields
Dear Zoho Desk Team, I'm writing to request a new feature for Zoho Desk: formula fields for custom fields. This functionality would allow us to dynamically calculate values based on existing custom fields within a ticket. Current Limitations: Currently,Calculated fields and Relate Fields
Assigned from label and length, hope Zoho could also provide an option to mark a field as a calculated field and create the formula right there without having to go to workflow. Also, hope Zoho could provide a relate field that can relate to data fromCreate a standard Vendors module and integrate it with Zoho CRM
I'm aware that Desk was initially developed to handle support communications processes where ticketing is needed. However, through many client deployments, my experience with Desk is that it can be effectively utilized for almost any communication processLink Zoho Desk tickets to custom module on Zoho CRM
Hi, We are currently using Zoho Tasks on CRM as Zoho Desk doesn't let us link tickets to specific site records on Zoho CRM based on a custom module. It can match to Zoho CRM based on an email address but this is not of use to us in our setup as the emailAllow us to disable the Reopen Ticket button after a ticket is closed
Disabling the Reopen Ticket will allow us to have more control over the ticket's flow. According to support, this is currently not possible. Please add this to let us, the customers, mold the ticketing system into something that we can use for our businessSend Supervisor Rule Emails Within Ticket Context in Zoho Desk
Dear Zoho Desk Team, I hope this message finds you well. Currently, emails sent via Supervisor Rules in Zoho Desk are sent outside of the ticket context. As a result, if a client replies to such emails, their response creates a new ticket instead of appendingSwitch to enable or disable sent notification when close a ticket
Some time you need to turn off the notification email on closing a ticket. But the only way is in the Settings of Zoho Desk. It would be great to have a switch in the ticket just to disbale for once the notification mail when close the ticket.Enhanced Anti-Spam Capabilities for Zoho Desk
Dear Zoho Team, We appreciate the existing feature in Zoho Desk that detects and automatically marks suspicious email tickets as spam, moving them to the spam tickets view. Additionally, the ability to auto-mark associated contacts as spam is helpful.Product Management per Customer
Zoho Desk has the ability to register products, and customer can associate the Product with a ticket. What would be very very helpful for our type of operation, and I assume many others, is to be able to associate specific products with specific customersGetting Organisation ID in Zoho Desk
Namaskaram, Check this link to know about Getting Organization ID (Org ID) in Zoho Desk. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ CustomersHow can I create a view on tickets followed?
In Desk, there does not seem to be an option to create a view to filter out tickets which the agent is a follower on. Can this be achieved?Help Center Mixed Access Settings
Is there a way to give some Help Center End Users access to all of the tickets on the account (like managers), but other users access to only their own tickets? Thanks!Suggestion: Download all attachments on a ticket
We often get tickets with multiple attachments and it would be nice to be able to download them all at once instead of individually. For example, today we got a ticket with 32 picture attachments (task request to post a real estate listiing). Thanks, ScottLink Zoho Projects Task to Zoho Desk Ticket
Currently the integration between Zoho Desk and Projects only works by linking Desk Tickets to Project Issues. This works fine, but we use Zoho Projects for much more than just issues. It would be very helpful to have the option to link a Desk TicketPin Comments in Zoho Desk
Hello, I'm writing to ask if there is a way that we can add a "pin" option to comments so that a "pinned" comment would show at the top of a ticket for review? Also would like to suggest if there could be a tab at the top section for "comments" sectionSuggestions for Enhancing the "Layouts and Fields" Functionality
1. In the "Layouts and Fields" section, there is definitely a need for more options for the "Boolean Field (checkbox)" type. It seems that the limit of 20 values is too low. This value should be increased to 40. 2. There is also a "Multiple Choice" field.Enhanced Control Over API Calls for Zia Generative AI Integration
Hello, We would like to request an improvement to the way API calls are handled in Zoho Desk when using the Zia Generative AI integration with OpenAI. Current Issue: It appears that API calls to OpenAI are being triggered automatically whenever a ticketNext Page
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Manage customer access across multi-brand help centers
Hello everyone! Managing customer's access across multiple brands has been streamlined with the ability to invite, reinvite, approve, reject, and deactivate contacts individually for each help center brand . This enhancement gives administrators preciseNarrative 16: Simplify with workflows
Behind the scenes of a successful ticketing system: BTS Series Narrative 16: Simplify with workflows What is a workflow? A workflow organizes business tasks in a defined sequence that makes each step clear to all participants. This ensures work is completedMaintain knowledge base integrity by moderating article comments
Hello everyone, A knowledge base provides a self-service platform where customers can refer to articles, user manuals, and other resources to learn about the company's products or services and troubleshoot problems. Often, readers leave a comment on theIntroducing 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-childZoho OAuth Connector Deprecation and Its Impact on Zoho Desk
Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho services
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Ask the Experts 26: Brighten every customer interaction with Zoho Desk all year long
Hello everyone, Greetings and welcome to Ask the Experts 26. As we wrap up 2025, we are excited to invite you to the 26th episode of our Ask the Expert series. 🎄The Merry Metrics Edition = Best of Zoho Desk [Best Practices + Holiday Automation + Year-EndCustomer ticket creation via Microsoft Teams
Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app withinCan we add custom fields to portal community profiles?
How do we add custom fields to our profile pages in our portal community? If we have the ability to add custom fields, will we be able to access those fields via API? We want to use our Desk community in our help portal as our primary community and wouldTicket Status email
Good day, This was discussed in the past, but it would be helpful if we could have the system assign a custom response to a status. We have various statuses for tickets, e.g. "closed due to no response", or "Pending Status", it would be helpful for theFuture Orders - Due Date
Hi In my role, I can receive tickets where the work required is requested months in advance. Using a Future Orders option, which I believe was setup under the On Hold status type, hides the Due Date, in all views/ticket etc. Whilst I understand the reasoning
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Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust emailWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformUsing Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions aboutEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important
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