Shared Snippets
Snippets is Zoho Desk are really helpful for quick responses. However Snippets are only specific to each user who creates them. It would be SOOOOO helpful to have shared snippets. So for standard information we can share the snippet answers with the entirePLEASE add "Dark Mode"
I mean WHY NOT? Microsoft, Apple and YouTube are doing it. also, would be nice for the eyes of folks and not have to install an add-on. Dark-Mode: Idea for DARK MODE!Request : Additional Account Lookup Field for Ticket Layout
We need to assign 2 separate "Account" fields from the "Account" module on ticket forms. Our use case is as such : We do reply to our global distributors on tickets and the "Account" field is normally used to mark the tickets based on our distributors'Desk Sandbox
Hello folks, As most of main Zoho software (CRM, Creator...) have a sandbox account. How feasible Desk will have the same in a short coming time? Is it an option in development? Thanks!Pin 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" sectionSchedule email response from Zoho Desk
Would like to schedule responses to tickets opened by customers to be sent at their morning time. Is this possible?Create an article template
I have a question concern the Knolwedge Database from Zoho Desk. There is any possibility to create an article template ? Exemple of what I research : TODAY : I want to create a lot af articles with the same baseline > I create one article > I copy/paste the baseline from my article to another article > I repeat this operation WHAT I RESEARCH : I want to create a lot of article with the same basline > I create a template with "title, texte and tags" > When i want to create an article based on mySchedule ticket responses
I am often up late working customer tickets, but I don't want the customer to know that I am working at 1am, or I have a customer that has a follow up question to every reply, and I need to space the responses out a bit so I can get some other work done.Can multiple agents be assigned to one ticket on purpose?
Is it possible to assign one ticket to two or more agents at a time? I would like the option to have multiple people working on one ticket so that the same ticket is viewable for those agents on their list of pending tickets. Is something like this currentlySharing 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 installCustom Buttons
Is there any way to create a "Custom Button" that would initiate a workflow, or call a custom function, preferably directly from a ticket? In Zoho CRM records can have custom links and buttons that make outside integrations relatively simple.Feature Request - Best Practices - Bulk-edit & Mass Reply
Use-case Support Best-Practices Most support ticket tools have the capability to mass-reply to tickets, for the use-case of when there is a mass-issue. This is particularly necessary for any organizations that from time-to-time experience complications,Linking tickets
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. Last week we had some issues that affected customers in different ways, but was all related to the same thing. Grouping them would be very helpful.Set a readed ticket to unread
Hi, Is there a way to set as unread a ticket already readed ? Thanks.Reply ticket without quoting
Hi! Is it possible to reply a ticket without quoting? Thanks!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, insteadTicket Status - Color code
Has it been discussed to have a color code system for ticket status, or is there a view that is already built in that I may be over looking? I know like it Zoho Projects with the statues we can color code them which makes it easier to look at over all status and it could be very helpful when i am looking at a view with all open tickets to have them color coded by status in a listing view. I have included a mock up to visualize what I am talking about. Just curious if this has been requested beforeIndividual Ticket Color
It would be great if we can assign color for tickets like this: or this : it will help to find tickets Thanks RegardsHelp 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!Allow the usage of Multi-Select fields as the primary field on "Layout Rules"
We want to force our users to enter some explanation strings when a multi-select field has been utilized. I can't understand the reason for the usage restriction of Multi-Select fields as a primary field. This is a simple "Display hidden mandatory fieldRead receipts via zoho desk
Is there an easy way to set up or enable open receipts tracking for emails sent via zoho desk? We would like to be able to determine if a customer has opened the email we sent via zoho desk.Copying Rules and Customization to other Departments
Is there a way for me to copy over rules/workflows/fields or other settings and customization from one department to another? This will make it a lot easier to implement rules and settings that is universal across departments.Deleting unwanted ticket replies
Hello, In a Zoho Desk Ticket thread, sometimes one of the recipients has auto-reply activated. This creates a new message in the Ticket thread that not only pollutes the thread, but most importantly cannot be replied properly because usually auto-reply e-mails don't do "reply all", so the other recipients are not included. I want to delete such a message in the Ticket thread. I searched the help of Zoho Desk, but only found a way to mark as Spam (https://help.zoho.com/portal/kb/articles/marking-support-tickets-as-spam)Set reply as default
Hello, I noticed that the reply all function is the default for responding to tickets. Is it possible to set "reply" as the default as opposed to reply all? Thanks a lot.Shared Snippets Everyone
Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippetsaudit logs
Zoho Support could have an audit log for Configuration changes, so that we can know which admin users made what changes to the system's configuration. Please consider.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.KB Templates
* It would be nice if Zoho can provide users an option to create custom templates for KB articles. Also, it would be nice as well if the users can have an option to 1.) select a default template and 2.) declare default tag/tags, for KB articles created through Ticket's resolution.Customer Feature Requests
Like Zoho, we're a software company that markets an SaaS product. We frequently get feature requests that come from the support system. My technicians have a responsibility to listen to our customer requests and add them. Right now the only way to doCustomizing fonts and colors in Zoho Desk
Hello We've made the switch to Zoho Desk. Our support agents are asking for a way to change colors and fonts in the app to reduce eye strain and make information easier to see. I haven't been able to figure out how to do this yet. Can you point me inEmail notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 wouldPlease Enable Snippets for Agents Adding Comments
Snippets and templates are currently enabled for agents when they use the reply functionality. There is currently no way to add a template or snippets when an agent comments. This is really weird. Our agents don't use the reply functionality, only theInclude 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 recommendedCreate 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 withinPlaceholders in Ticket Templates
We should be able to use placeholders in ticket templates. When we create a new ticket, our description field is shown to the client in the email they receive. It would be very handy to be able to personalize that description field in our ticket templates to pull in the name of the client that the ticket is for. Using them in the subject field as well, so we can auto populate Account Names, etc.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 fromMake Comments Public by Default for Agents
Hi our agents communicate only . through public comments and not the "Reply" since the reply very often looks sloppy on the email from our perspective. Currently if the agent creates a new comment from Zoho Desk, it defaults to private. Is there any wayContacts with Multiple Accounts
Linking multiple accounts to a contact is not in the functionality of contacts. However, I have seen a few posts addressing this as well. A few years ago, it was noted that this was a roadmap item. Do you have an update as to whether this is still a roadmap item and if so, when is it estimated to be addressed?Copy / Duplicate Workflow
I have workflows setup that are very similar to each other. We have a monitoring system watching servers, and all notifications - no matter what client it is about - will come from a noreply@ address which is not very helpful in having it auto assigned to the right account. I have setup a workflow that will change the contact name of the ticket (currently it would say noreply@) to the correct customer which is based on the subject line, as that mentions which server the alert it is about. I needCustom field mapping to Jira
HI Zoho It would be reallly usefull if when a ticket in Zoho desk created a Jira ticket that you can map custom files from or default fields from Zoho Desk to the Jira Item. In our case we would like to be able to map 1) Customer account 2) Region (customNext Page
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Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand forZoho Desk iOS app update: UI enhancement of picklist and multi picklist fields
Hello everyone! We have enhanced the UI of the picklist and multiselect picklist fields on the Zoho Desk iOS app to provide a more refined, efficient, and user-friendly experience. We have now supported an option to Search within the picklist and multiselectZoho Desk iOS app update: Revamped scribbles with Apple pencil kit
Hello everyone! We’re excited to introduce a revamped Scribble experience, rebuilt from the ground up using Apple PencilKit for smooth strokes, proper scaling, and seamless image uploads. Please update the app to the latest version directly from the AppZoho Desk Android app update: Norwegian language support
Hello everyone! In the most recent Android version of the Zoho Desk app update, we have brought in support to access the app in Norwegian language. We have introduced the Norwegian language on the IM module of the Zoho Desk app as well. Please update2025 Ask the Experts sessions wrap-up : Key highlights from the experts
Here is a rewind journey of our Ask the Experts (ATE) Sessions, where we brought you expert insights and practical best practices together in one place. This recap highlights the key takeaways, learnings, and best practices from all these sessions so
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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 withinSending automated messages that appear in the ticket's conversation thread
Good morning, esteemed Zoho Desk community, warm greetings Today I am here to raise the following problem, seeking a solution that I can implement: I need to implement an automation that allows me to send reminder messages to customers when I am waitingCan 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 the
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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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