I Need Help Verifying Ownership of My Zoho Help Desk on Google Search Console
I added my Zoho desk portal to Google Search Console, but since i do not have access to the html code of my theme, i could not verify ownership of my portal on Google search console. I want you to help me place the html code given to me from Google searchSend Whatsapp with API including custom placeholders
Is is possible to initiate a session on whatsapp IM channel with a template that includes params (placeholders) that are passed on the API call? This is very usefull to send a Utility message for a transactional notification including an order numberCustomer 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 withinauto close automated alert tickets which are similar
Hello ZOHO Community, we are using ZOHO Desk to process automated monitoring alerts. Scenario: Our monitoring system creates a ticket when a threshold is exceeded, e.g. Subject: Computer 1 – CPU usage 100% – Error A few minutes later, once the issue resolvesZoho API - ticket creation - Validation failed for the condition : Ticket Status Info should not be empty
Hi ! I'm trying to create ticket through Zoho API, and I'm getting a 422 response : "Validation failed for the condition : Ticket Status Info should not be empty" My request looks like this : curl --location 'https://desk.zoho.eu/api/v1/tickets' \ --headerKnowledgebase SEO
We have a custom-domain mapped help center that is not restricted via login. I have some questions: a) will a robots.txt file still allow us to control indexing? b) do we have the ability to edit the sitemap? c) do category URLs get indexed by searchPaging through API results. a major gap in your documentation.
There is no way for me. to get all of my data through a single API call. Typically REST APis have mechanisms for paging through API results. But the documentation for the API I am using: https://desk.zoho.com/DeskAPIDocument#Introduction Has no mentionHow to prevent editing of closed tickets in Zoho Desk?
I would like to confirm whether it is possible to completely prevent agents from editing tickets once their status is set to Closed. Is there any configuration, permission, or best practice in Zoho Desk to ensure that closed tickets remain read-only andInquiry on Help Centre Tab Customisation
Hi Zoho team, I’m wondering if it’s possible to further customise the Help Center tabs, specifically the descriptions under Knowledge Base, Community, and Tickets. While the current setup allows customising tab names, being able to tailor the descriptionsTicket 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 reasoningAsap Widget 2.0
Where's the documentation for the new ASAP widget? https://www.zoho.com/desk/developers/asap/#introduction this one is outdated How can we dynamically navigate between different views? How can we prefill ticket forms using ASAP 2.0?Turn off Knowlege Base Follow options and Follower lists
Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer namesZoho 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).Zoho Desk API - Influence which layout is used
Hello, how can the ticket layout be changed using the API? I would like to choose the layout directly when creating the ticket. If this is not possible, my question would be how can I change it afterwards? Best regards, SvenIs there an API to "File a Ticket" in Desk
Hi, Is there an API to "File a Ticket" in Desk to zoho projects?Issue: Ticket Export Does Not Include Ticket Threads
Dear Zoho Desk Support Team, I hope you’re doing well. I wanted to bring to your attention that the current ticket export feature in Zoho Desk does not seem to include the ticket threads or conversation history. When exporting tickets, only the summaryForward - no Ticket Number
Hello, when I send an email to Zoho Desk via Reply or Reply All, the ticket number is in the subject line. But if I use forward then not. Is there an option to change this? We often forward e-mails and a reply to this will of course create a new ticket[solved] #original_sender trick not working for us
Hello community ! We really like DESK.. it's working like a charm for us but I have a request. Some users are sending emails personnaly to me (instead of using the support adress).. and I saw there was a possibilty to use : #original_sender {mail@mail.com}Templates for Zoho Desk - Knowledge Base
We are looking at migrating our Knowledge base into Zoho Desk. Is there a way of creating templates for article in Knowledge base. We want to be able to set templates for certain types of content. Is this possibleXML format to import knowledgebase into Zoho Desk
Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.How to view CRM Sales Orders in Desk
What's the usual way to view all CRM sales orders linked to a contact, when viewing a ticket in Desk? I don't want to have to open a new tab to see the order in CRM. And the Desk CRM sidebar doesn't seem to be configurable. Would I have to use an extensionEmail Template Edits Not Saving
I can make an edit, click save, and see the blue bar annimation at the top, but the edits don't actually save. Important, because my email templates are now broken and clients are receiving bad emails. Tried on Chrome, Firefox and IE.Open A.I assistant Connect with Zoho Desk instant Message Conversations
I would like to know how do I connect my instant messenger in Zoho desk with my Open A.I Gpt Assistant. this is very easy to setup using the Salesiq Zobot but when it comes to Zoho Desk i cannot figure how to make the connection. Ideal workflow CustomersBulk update Archived Ticket
Dear All We would like to update the "Category" values to the new filed. We found the archived Ticket seems to be don't support the bulk action. Do we have any way to update it. Finally, we would to generate a report for our ticket system. Regards IIs there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?
Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This wouldContact custom field in layout
Good day, all, I have an "Extension" custom field in contacts, and would like to display the contact extension in the ticket layout, but I don't seem to be able to. What am I missing? Thanks RudyText/SMS With Zoho Desk
Hi Guys- Considering using SMS to get faster responses from customers that we are helping. Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic. Screen Magic seems easier to setup, but appears to be 2x as expensive for United States. I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages? If so are responses linked back to the zoho ticket? If not, how are you handling this, a simple "DO NOT REPLY" asZoho Desk Training
Hello, We've had Zoho desk for a while now, but we run into issues occasionally, and I was wondering if there was a customer who currently uses it and really enjoys the functionality, that would be wiling to chat with us?Tips for Organizing Workflows and Improving Team Coordination in Zoho
Hi everyone, I’m looking for some general advice on how different teams are organizing their daily work within Zoho’s apps. Our team recently expanded, and we’re trying to streamline how tasks, discussions, and documents are shared so everything staysAPI question - adding a thread to an existing ticket
Hi Is there an API function for the customer to add to an existing ticket thread? example, customer puts in new support ticket. support replies and ask for more details. customer replies with more details -what api function is used for this (will add record append to same ticket number?) ThanksZoho Help Desk - Not receiving emails
Hello… I am on your trial version of help desk… and I am having trouble getting emails from Zoho Help Desk to my MS Outlook Exchange Server… So when a customer sends ticket request I am not getting an email with a notification? I have read your articlesAgent password reset
Hi Zoho support, I would like to ask if there is a way the admin can reset a password of an agent? RegardsGetting Attachments in Zoho Desk via API
Is there a way to get attachments into Zoho Desk via an API? We have a process by which a zoho survey gets sent to the user as a link in a notification. The survey has several upload fields where they can upload pdf documents. I've createdTicket Time Entry to Timesheet
The title just about sums it up. I have searched here and not found anything relevant, but If I overlooked, then please set me straight. We have staff that do nothing but close tickets in desk all day long. These tickets represent their timesheet. Is there a way to have this information sync or for a tech to go into their timesheet themselves and sync it with their tickets of the same timeframe?? We waste a ton of time doing timesheets and the old "Clock in/Clock out" isnt detailed enough for us!!How to unlink a SAML user from the existing Zoho Desk user (domain change case)
Hi everyone, I’m trying to understand how to handle a situation where a customer changes their company domain. In our setup, users authenticate via SAML, so when the domain changes, the SAML system treats them as a new user. However, in Zoho Desk, I’dReopen ticket
Hello! Can I reopen a ticket just using the API ticket/sendReply ? What's the rules to do it? I'm trying but it doesn't reopen the ticket, it just send the replyLost 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?Very long loading times | bad performance [ZOHO DC: EU]
Hello there, we have recently noticed that the loading times have become extremely long when retrieving tickets and ticket details. For example, I open any ticket and get the following view. The subject and standard information (ticket owner, status etc.)Integrating External Portal Tickets Into Zoho Desk
A B2B travel company has a customer portal where clients can raise and submit tickets related to their bookings. These tickets need to be handled and managed in the backend through Zoho Desk. Ticket updates and replies from Zoho Desk should also be visibleNext 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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