We should have an option to Toggle Off KB Article Links in AI Answer Bot Replies
Hi everyone, I'm creating this topic to share a feature idea that I think would improve the customer experience when using the AI Answer Bot for self-service. The Current Behavior (The Problem) Currently, when the AI Answer Bot generates a summary orAbility to Link Reported Issues from Zoho Desk to Specific Tasks or Subtasks in Zoho Projects
Hi Zoho Desk Team, Hope you're doing well. When reporting a bug from Zoho Desk to Zoho Projects, we’ve noticed that it’s currently not possible to select an existing task or subtask to associate the issue with. However, when working directly inside ZohoZoho Desk - Community
As a regular user of Zoho Cares Community I would really love to see the publish date of articles. For example, when I look at Announcements, it would be very beneficial to see which ones were posted recently, over those which have just and a recent comment.When a ticket is merged, the merged ticket's link should redirect to the remaining ticket.
Zoho Desk deletes merged tickets. Which is not ideal. The issue is if you have a link bookmarked, or even in your inbox from a ticket that was merged, when you visit you receive an error because merging tickets actually deletes the ticket that was merged.Enhancements to Zoho Corp Help Center "Team Requests" View
Dear Zoho Team, I hope this message finds you well. The ability to view both my tickets and my team’s tickets in the Zoho Corp Help Center is a fantastic feature, especially as the focal point for Zoho in our organization. However, we’ve encountered aAutomatic Updates for Zoho Desk Extensions
Dear Zoho Desk Team, I hope you're doing well. We would like to request the addition of an automatic update feature for Zoho Desk extensions. Currently, updating extensions requires manually searching for updates and clicking the update button. This processUnderstanding Guided coniversation in Zoho desk.
Hello Zoho developers, Understanding Guided coniversation in Zoho desk. Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy. It is a GUI (Graphical User Interface) based, low-code, self-service platformZoom Phone SMS / Zoho Desk Integration
Are there any plans to integrate Zoom Phone SMS with Zoho Desk? We'd love to be able to offer SMS support and if a ticket was created when an SMS was sent to a Zoom Call Queue, we'd be slightly closer to heaven.Separate Buttons for Public and Private Ticket Comments
Instead of hovering over the Comment button to toggle between Private & Public, it would be nice to have separate, always visible buttons of different colors for each type of comment. Something like:Filter Tickets (views) based on related data
Hello, how can I create a view that retrieves the tickets based on related data? For example, I have a ticket that is linked to a contact person, who in turn is linked to a company. In the company record, some relevant information is stored, such as certainZoho Desk and Schedule Services Zoho Bookings
Hi, I am using Zoho Desk as a ticket system and Zoho Bookings to schedule different services. Zoho Desk is my nerve centre and i would like to use Desk to invite the ticketcreator to book a Services in Zoho Bookings. Example. I am having a Service calledMore views for Help Center
The current iteration of the help center allows for viewing/sorting Open, On Hold and closed tickets. It would be nice if end users could view a combination of tickets. Perhaps make these check boxes rather than drop downs or add filters for All ticketsthe body of the email message that creates a request should become the description of the request
Since the search engine does not consider the content of the emails, if the body of the email message were to be copied into the description, that would facilitate the location of a request. Also, since most requests are created by email, it seems odd that the description box is usually empty...Ticket Layout confusion with Portal View
Hi ZohoDesk, I don't find the Ticket Layout configuration very intuitive and was wondering if I am doing something wrong or there is a better way of doing this. Once I have a Ticket Layout set up, I can choose to have those fields available in the PortalAdd a delay timer for ticket is closed
Our users get the ticket closed message first before they get the reply. It would be good to add a 5 min delay timer to the closed message. This way our customers don't get confused on why their ticket was closed because they got the reply last.Master Tickets
Dear Zoho Desk, I would really like the functionality to create a "Master ticket" by connecting other tickets to it. If the "Master ticket" is closed then all of the connected tickets are closed/solved as well. In other words the "Master ticket" can be the "Problem" where all tickets connected to it are "Incidents". If the "Problem" is solved then the connected "Incidents" are considered solved as well and will be closed. Additionally the "Incidents" would receive a comment (or similar) with theSeperate departments from categories in Community
Hello, It would be nice if we can add a category in the Community apart from the departments. Our use case is: We have one support department but want to have more than one category in the community. Therefore we now have made more departments. The problemPick List Options When Creating a Forum Post
I just made another post which made me come across the "Category" drop down that is part of creating a new post. I think the amount of Category choices and sub category choices are not user friendly. It was very cumbersome to have to scroll through theDisplay referenced and mentioned community topics similar gitlab or github issues
We'd like to have facility for link community topics even under discussion, idea, question or under other department, category topic with certain topic status That definitely helpful for users to reference other people's topics, or company responses, implementation details, suggested development details, announcements and more. Also helpful to avoid duplicate topics and keep those closed duplicate topics listed under main thread An example, github issues field. I think every developer know howCopy article link
We're using the Desk KB more and found an issue when trying to share articles to colleagues, from within Desk. If I want to leave a private comment on the ticket, with an article, you cannot use the side widget, because the option to 'Share a link' createsSort Table View
Greetings Zoho I love the new table view, but wonder if it would be possible for you guys to make it so you could sort the columns. E.g. Due Date, Account etc. Currently you can filter them, but this only displays the selected tickets that match the chosen criteria and hides all others. It would be beneficial to be able to sort those columns and still see all tickets. Many thanks.Total Time spend in ticket default View and as column in list View
Hello, to have a quick idea of severity of ticket or to have a easy information on how many time team spent on tickets, it would be nice to have, in the ticket view , a field with the total time spent. Same for Table view, it would be nice to have this field as a colmun ! /BR StéphaneSignature for community members
Community members don't have the ability to define the signature which will be used in their posts. To use my own example, I'd like to be able to add the same signature to every post that I make. At the moment I'm copy pasting the custom HTML code I've created every time I post. This is time consuming and having the ability to define a signature in my profile would be helpful. Best regards, Mladen Svraka Zoho Certified Consultant and Authorized Partner Email | Web | LinkedInDesk Digest
We would like to encourage user engagement with a Digest of the activity happening in Desk Community. I think a weekly option would be more than efficient. Right now we are having to do it manually if we want to do it. All we are looking for is a simple email featuring the top posts for the week and perhaps the new articles published in the Knowledge Base. Would anyone else find this useful? Thoughts?Integrate Office365 with creating helpdesk users?
Ive just added the office365 extension which allows for contacts to be added and agents to be added directly from office 365. Could this be implemented with Knowledgebase Users allowing the admins control over who gets access and being able to add users in bulk? Use case would be admin adding all office 365 users (everyone in company) to the knowledge base and allowing them to login with 365 credentials. This means the admin can do this in bulk rather than waiting for a user to signup etcLocalization for desk community and knowledgebase
This feature request has two stages Add auto localization for desk front-end Home, My area, Knowledge Base, Sign in, Sign up pages contain tabs, buttons, drop down lists, details that predefined by desk web applications (Detect user country and auto localize) (Configurable) Add administrators to enable or disable auto localization feature for rest of contents such as knowledgebase articles, community topics that written by administrators, staff or users. (this must be optional feature for convertRestrict users from adding requests
Hi, Is it in your roadmap to restrict users (with the user group function) from adding requests? This is a feature we would really like! Thanks, HelenLoad Gmail Spam Messages into Zoho Desk Spam View
Right now if you hook up a Gmail account to Zoho desk for incoming emails/tickets, messages flagged by Spam in Gmail are ignored by Zoho. Separately, Zoho desk has its own spam filter to identify and mark messages as spam. It would be very helpful if there was a way to have Zoho Desk import messages that were marked as spam from Gmail (or other mail services like Zoho, Microsoft) and put them straight into Zoho's spam view. That way we could see and find them without having to look in multiple places.Gamification Reports
We would like to be able to see who is our most engaged users. We would like to know who is on the leader board with our gamification. Seems like that is a feature that is missing.Cloud based file url as attachment in tickets
We would like to record file links to cloud based files (Such as Zoho Workdrive, Google Gdrive, Microsoft OneDrive, Dropbox etc) as attachment records in tickets. The lack of this feature affects us especially for files which are bigger than the current attachment size limit of 20 mb. When we have to attach such files to tickets then we can't use the "Attachment" section of the tickets but rather have to create a comment into the "Conversation" section of the ticket and insert the url of the cloudInsight into customer portal activity
It would be helpful to gain insight into how our users are accessing the customer portal and how often. On a basic level I would like to see by contact the last login date. Otherwise, I have no idea if my users are even able to log on unless they send me an email or give me a call.Authtoken Generation in Zoho Desk
Namaskaram, Check this link for knowing to generate Authtoken for Zoho Desk using 'browser mode'. Crafted with ❤️ Zoho Gurus | Zoho Desk Practice Team @ CubeYogi Zoho Authorised Partner | 8+ Yrs | 200+ Projects | 100+ CustomersEnhancement / features
1. Custom view of Draft/ed Tickets. 2. Custom view of "failed replies" (i.e. tickets where reply was not sent because of any technical reason.) 3. Important: In case of breach of "State-level SLA", there should be option to: a. Update global SLA (as violated). b. Option to update fields values. c. Option to escalate ticket. d. Preparing reports based on “State-level SLA” 4. Important - Option to paste images in “Description” field, while creating a new ticketAdd Tags in Contacts and Accounts and integrate them with Zoho CRM
This is a two part feature suggestion but it is related so I'll put it in one request. Please consider: 1. adding Tags to Contacts and Account modules in Desk 2. allowing integration of Tags between Desk and CRM Tags are a great tool to quickly and easily mark and segment Contacts and Accounts. It would be great to have the capability to extend this from the CRM to Desk. A similar feature already exists between CRM and Campaigns so Tags can be used to create custom segments within mailing lists inRecurring Tasks
I would like the ability in Zoho Support to create recurring tasks. For instance, I'd like to be able to assign a task to an agent to perform a maintenance function on a monthly basis.Decline approval or Cancel approver
We use the Approver option regularly in our support operations. This has worked well in the past, but we've run into an issue as of late. Recently we've seen where an agent is tagged as an approver, but that agent is either out of the office or unable to act on the approval that day. While we do our best to not tag someone who is out as an approver, there have been times where the user leaves the office without notice and they are then tagged. In these instances, we would like an ability to eitherLight users should be able to respond to small number of tickets per month or year
I would like to see light users be able to respond to a small number of tickets - something like 5 to 10 tickets per month. Use Case: We use a help desk to manage requests for client services - the support team are full users. We have 3 supervisors/managers that would be light users, but OCCASIONALLY respond directly to clients. It happens rarely, so it doesn't make sense to have them be full users. [For example, our General Manager is a light user, and responds directly to a few (<10) tickets/year]Zoho Desk Debug
When we get an error message in zoho desk , it shows the error text but we dont know what's the line number, can you please add that feature? That will make our debugging easier. ThanksConfirm open of ticket responses
In Zoho CRM, under Accounts/Emails, Zoho will tell you if an email has been opened. I assume this is done with web beacons. Would you please consider adding the same functionality in Zoho Desk for ticket responses? A good place to put this would be under the Ticket history. Thanks!Layout Rules — Mandatory Fields Show Up Immediately
Thank you SO much for creating Layout Rules in Zoho Desk! Really, it's an amazing feature, and we really love having it. An amazing feature would be a dropdown menu that immediately requires input for fields that a layout rule marks as "Mandatory" (see screenshot below for how this works in CRM). For example — one of our customer service agents runs a macro that updates the "Assess Fee" picklist value to "$20 fee". When this picklist is updated, the fields "Customer Card Number", "Fee Reason" becomeNext Page
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Create an Eye-Catching Announcement Widget for Your Help Center
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 waitingTicket 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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