Email 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.How to go to the next open ticket in the queue when agents closes ticket
Zoho Desk When agent closes a ticket - eg when they choose 'Send and Close" - where is the setting that automatically redirects them to the next open ticket in the queue?Filtering Tickets based on Email headers
We're starting to get a lot more junk coming into our Zoho Desk, which is then triggering unnecessary email alerts to agents. Once thing we could do to cut this junk in half, is to filter tickets based on email headers. Any email containing the `List-Unsubscribe`Issue with Inline Images in Email Reply via Zoho Desk API
Hi, I am attempting to send inline images in an email reply using the Zoho Desk API, but the images are not being displayed inline for the recipient. I have followed this documentation: https://desk.zoho.com/DeskAPIDocument#Uploads https://desk.zoho.com/DeskAPIDocument#Threads#Threads_SendEmailReplyHow do the keyword critera work?
Hi, I'm working on automated assignment of tickets based on keywords. How does this feature work? Where does this criteria look for keywords - email address, subject, email body? Can you please clarify this as I want to avoid overlapping with criteriaImproving Collaboration Features in Zoho Portal
Hello Zoho Community, I’ve recently started exploring Zoho services and I’m really impressed with the wide range of features. However, I feel there is still room for improvement in the collaboration area. For example, it would be really helpful if weCalendar View for Zoho Tickets
Is there a way to view your tickets with due dates on a calendar view? I can not find a way to merge my Zoho Calendar and Tickets. This would be extremely helpful to my team.How to Convert Zoho Desk Ticket into Zoho Project with the Historical Data
Dear Team, i would like to inform you that my subscription plan of zoho desk will be expired by today and we will plan to purchase zoho Projects. i need to ask that can i transfer my zoho desk ticket to zoho project with their historical comments so thatIs it possible to send a auto email when a ticket is created?
Is it possible to send a auto email when a ticket is created? containing their ticket numberDefaulting to Search in All Departments
The standard search for Desk defaults to a specific Department. You can broaden the results by switching to Search in All Departments, but this change doesn't persist. Is there a way to set 'All Departments' as the default search scope?What does the Email online/offline toggle do?
Can you explain what the Email online/offline toggle is for and does under a gents profile?WhatsApp chat restricted to user/agent level
Hello Everyone, I hope you guys are doing well. Currently, my salespeople are using Zoho Desk, and we are using the Respond.io platform for our WhatsApp API number. The reason we had to switch to a different platform because each salesperson has theirHow to Send Text MSG from zoho desk
I have an requirement to send text message to customers from zoho desk or initiate the chat with customer regarding his/her ticket. Is there any direct or standard way to do that. Any help would be appreciated. Thanks a bunch in advance!Zoho Desk [ How client or user filter status]
Hi Zoho, How do we customise or add more filter status for client to filtered the ticket status in their view?Modify logo on exported PDF article
Hello, I have to 2 Help Center with 2 different brands. If I try to download an article from Help Center Brand #2 as a PDF file, I see the Brand #1 logo on it. Is there a way to modify or hide the logo in the pdf? Thank you AntonioDownload updated tickets with api
Hello, I am trying to obtain data of the tickets (including custom fields) and mantain updated the info in a external database (in other cloud). But with api I can't find a way to download the tickets that are updated or created from a specific date time.Mail Not Delivered
Hi Team, When I am trying to send email to recipients through Zoho help desk, But it doesn't deliver and it returns the below error message. mailer-daemon@mail.zoho.com To <support@optisolbusiness.zohosupport.com> This message was created automatically by mail delivery system. THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. The original message was received at Mon, 18 Sep 2017 06:31:21 -0700 from support@optisolbusiness.zohosupport.com [support@optisolbusiness.zohosupport.com]Assigning a Ticket to a Team
Hello, I used to be able to assign a ticket via Zoho Desk to a Team. I just recently realized I no longer have the option. Whenever I try to assign a ticket, I can only assign agents and no longer have the ''Team'' tab. I'm unsure which settings relateEmails that have multiple contacts in cc
Hi there, I am thinking about using desk to manage all emails that are sent to our project management team. Often there are multiple people included in the emails, more people from the customer and more project managers from our side. When this happensDeluge script assistance
I'm trying to figure out how to create a function in tickets (zoho desk) that would query past tickets from a contact until it found one that had a non-null value in a custom field, and then copy that value into the current ticket (same field) CanKB reusage evaluation
Hello all Time ago I started to create some KB for my company. Every time I need to provide an article to a customer I use the suggested solution tab on the left. I was supposed that this operation increase a counter that can show me how many time I usedZoho Flow doesn't acknowledge status update in Zoho Desk if it's triggered by workflow
Hi, I don't if this topic has been discussed before. I create an automation using Zoho Flow for Zoho Desk, basically to create comment every time ticket status is updated. I've tested it by moving the ticket status manually and it works wonderful. ButSupport Email Address limitations
I am having issues with the limitations of the Support Email Address. The docs describe that you can have unlimited From Addresses but only 100 Support Email address (Enterprise). However, this does not make sense. Scenario: xyz@mycompany.zohodesk.comSet Reply-to when creating ticket through API
I am creating tickets through the Desk API. I assign these (based upon some criteria) to a specific department. This departments has a couple of ReplyTo email addresses defined. How can I give the ticket the knowledge of the correct ReplyTo email address?Help with Criteria Patterns in Workflows
I'm trying to understand the proper placement of the 'and' 'or' and '(' ')' items in the Criteria Pattern field. I have some that work and some that don't. Scenario 1: The department has multiple email addresses. The default rules for sending notificationsdirect Assignment vs round robin assignment
We have the round robin assignment active, and would like certain ticket types to be left unassigned in the queue. The tickets to be excluded are based on sub classification type, and when setting up the target it appears we can only have the ticket assignSLA with business hours on Respond with in rather than resolve with in
Is it possible for the SLA to be set with a timer for the Respond with that uses business hours? It looks like this can only be set with the Resolve within. We need to make sure all requests are answered within 3 business working days for one of ourSending emails from Zoho desk, what are the options?
Hey guys, I thought Zoho Desk could simply have SPF records added and then get emails sent out as mydomain name as zoho would send emails on behalf of my domain. I was recently told that i can only achieve that using SMTP, meaning that zoho desk wouldAuto send email to ticket creator after x amount of time
I am looking for a way to send a reminder email to the ticket creator if the ticket sits in a certain status for x amount of time. The email would remind them that we are waiting a responsse and if we dont her soon that the ticket will auto close. IActive Directory Integration
Right now i am running the demo of Zoho Desk. I am looking for a replacement for my Kayako old ticket system. Right now i have my ticket system setup with Active Directory integration for my users i support. This is very helpful as i have about 300 users to support in our company. How can i set this up here?Default Ticket View
I want to be able to default my agents or at least myself to the Table view for tickets. I cant seem to find a way to do this. This seems to be the most compact way to view tickets and most efficent for what we need.Add ticket thread from my application
Hi, Currently, I have an application that is consuming Zoho Desk API, now I am trying to add threads to tickets from a FORM in my site, I dont get how can I do it using POST /api/v1/tickets/{ticket_id}/sendReply... I have the ticket id that I would like to add the thread, but I don't know which CHANNEL should I use, I tried to use WEB, but when I send like this: { "channel" : "WEB", "content" : "Test" } the return is an error 500: { "errorCode": "INTERNAL_SERVER_ERROR", "message": "An internal serverZoho mails not receiving
Mails not received on zohoZoho Desk Very Slow - Mac / Safari
Hello everyone, For some reason in recent weeks, running Desk on our Mac in Safari has been very slow. it's a high spec machine so should not be an issue. We also don't have the issue on a Windows PC in the same office. Any ideas on how I can check / improve the speed? Kind regards JamesAdvanced Desk Integration
I really have two questions about how to meet a large customer's request. They are a retail customer with thousands of stores. They would like to be able to enter a ticket using a store number, and we would then be able to auto-populate other fields related to a database of those stores - address, hours, etc. There is no database integration built-in with Desk, but one idea I had was to create a database using Zoho Creater (or some other app) and then do a trigger with Zapier to update address fieldsRe-Opened Tickets Notification
Hello, Can I create a rule to auto-assign a ticket reopened by a customer to a specific agent, as well as notification to that agent? THANKS, BrandonIs there a way to remove widgets in help desk?
Hello, I'm trying to remove the widgets "Departments" in the Ticket list and "Popular Articles" in the Ticket Add form area. I'm not sure why it doesn't seem to be working. I was also hoping to remove the search bar but I'm not sure if that's a widget as well. Thank you.How to paste an alert email to comments when triggered by a macro
I have a Macro that sends an email to the customer using an alert and then closes the ticket. I'd like a copy of that email pasted into the comments of the ticket before it gets closed. Is this possible?Ticket Acknowledgement Reply to Customers
Hello We have enabled Notification for contact when Receiving a new ticket, however, we are a Shopify App and receive lots of support request which is sent to our support email from noreply@Shopify.com, replyto headers in the incoming email is set to customer's email address and not to noreply@shopify.com but It looks like Zoho desk sends the notification to noreply@Shopify.com and not to the replyto email address, Is there any way we can change the Zoho desk to send acknowledgment emails to replytoHow do I access the ticket identifier (the long one in the url) via placeholders in email templates?
Is there a way to access the ticket identifier (the long one in the url) via placeholders in email templates?Next Page
New to Zoho Recruit?
Zoho Campaigns Resources
Announcements
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
Most Discussed Topics
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
Zoho Subscriptions Resources
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
ご検討中の方
Zoho Sprints Resources
Zoho Books Resources
Zoho Projects Resources
Zoho Orchestly Resources
Zoho CRM Plus Resources
Zoho WorkDrive Resources
Migrate to Show’s New Community
A place to share, discuss and stay updated about everything relating to Zoho Show presentations.
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho Creator Resources
Zoho CRM Resources
Sticky Posts
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
Top Contributors
Shivani | Zoho Desk
Jeff | Zoho Desk
Dheeraj | Zoho Desk
Ram Freedman
Rudy Montero