Ask the Experts 20: Level up your customer service with Zia
Hello everyone! We're excited to reconnect with you again. The recent sessions of our Ask the Experts series have contributed to valuable conversations, beginning at the live sessions and evolving into one-on-one conversations and remote-sessions whereIn focus: Profile permissions in Radar
Hello everyone, Imagine a help desk where everyone can access everything without restrictions. Newbies could answer tickets without supervision, agents would meddle with system settings, and contract employees would have unrestricted access to businessAdd RSS Feed Feature to Zoho Desk Communities and Knowledge Base
It would be very useful to be able to get updates on content which is relevant to me from Zoho Desk Communities through RSS and also push my own Zoho Desk Community content to other platforms through RSS.Do Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed?
Do Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed? If not, can anyone share a work-around that could help me get an RSS feed for individual category forums?Add customer to account based on domain name.
I generate reports based on a the account field, i.e. companyX. In GoToAssist, my last provider, there was an option to automatically assign new ticket creators to a company (or account) based on their domain name. So for example, if a new employee createsYour inbox called; it wants less clutter
Inbox full of ghosts? Let Auto-Close do the haunting. Ever stared at your support inbox wondering why half the chats are just… sitting there? No reply, no closure, just hanging like unread messages from a advertising company. Let’s fix that. With Auto-Close,Sixth Insight - The Hidden C in Data
The Wheels of Ticketing - Desk Stories The Hidden C in Data [Importance of clean data] Data cleaning Data cleaning ensures ticketing systems' data is accurate, consistent, and complete. This process includes eliminating duplicates, fixing errors, andCustomizing Helpcenter texts
I’m customizing the Zoho Desk Help Center and I’d like to change the wording of the standard widgets – for example, the text in the “Submit Ticket” banner that appears in the footer, or other built-in widget labels and messages. So far, I haven’t foundZoho Desk - I am no longer receiving email notifications when comments are made on tickets
I still receive other notifications via email (e.g., new tickets and replies) - however beginning May21, I no longer receive notifications on comments (whether private or public) - I have confirmed that notifications are toggled on for agents within system/notificationGreek languge
Hello, Is there any support for Greek language in the near future?Custom module history is useless
Hi I am evaluating ZOHO DESK as my support platform. As such I created a few custom modules for devices assigned to employees. I want to be able to see the whole picture when a device was reassigned to someone, but the history shows nothing Is there anyHelp center custom tab - link color
I’m trying to add a custom tab to the main navigation in the Zoho Desk Help Center, for example to link to an external resource like a website. The problem is that any custom tab I add always shows up as a blue link – it doesn’t match the style of thePick list - Cannot save list "Special Characters not Allowed" error message
Bulk uploading values. All values are pretty standard - with the exception of a "-" (dash). Like: Industry - Prepared Food Is the simple dash a special character too? JanInquiry: Integrating In-house Chatbot with Zoho Desk for Live Agent Support
Hi Team, We are exploring the possibility of integrating our existing in-house chatbot with Zoho Desk to provide seamless escalation to live agents. Our requirement is as follows: within our chatbot interface, we want to offer users a "Talk to Agent"Introducing an option to set comments to public by default
Hello all, Greetings! We are pleased to announce that Desk's user preferences now brings an option to set a comment type as Public or Private by default. In addition to setting reply buttons as defaults, Agents or Admins can now choose to make their ticketIncrease size of description editor when creating new ticket
Please can you consider making the description editor in the create new ticket form a resizeable area as by default, it is very small and there appears to be no way to increase the size of it.Flutter Plugin Compatibility Issue: Unresolved Reference to FlutterPluginRegistry in zohodesk_portal_apikit
I am integrating the zohodesk_portal_apikit Flutter plugin (version 2.2.1) into my Flutter project, but I am encountering a build error related to an unresolved reference to FlutterPluginRegistry in the file ZDPBaseActivityAwarePlugin.kt. Below is theAdd "Ask Zia" Functionality for Report Creation in Zoho Desk
Hi, How are you? We’ve noticed that Zoho CRM offers a very useful feature called "Ask Zia", which allows users to enter natural language prompts to generate reports quickly and easily using Zia's AI capabilities. Currently, Zoho Desk does not supportDepartments Limit
There is a limit of departments that i can have on zoho desk?Boost your Zoho Desk's performance by archiving tickets!
The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually leadAre Zoho Help Center Email Notifications Customisable?
Hi, I would like to find out if the Zoho Help Center email notifications can be customised to add our own styling and branding? These are the notifications that get sent when a client adds a new topic, adds a comment, signs up to the help center, etc?Sharing and Converting Custom Reports Across Departments in Zoho Desk
Hello, We initially started using Zoho Desk with a single department (Department "A"), which included multiple teams. Nearly a year later, we identified several limitations that led us to create three additional departments ("B", "C", and "D") with replicatedIs it possible to link a CRM field or Zoho User to a ticket auto assign function.
Dear Support, I have a unique situation at our company. So I know it might be able to link a ticket to the client account owner from the CRM. However, is it also possible to link an email field, username or other field in the CRM to a new ticket createdEmail 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 wouldBlock incoming emails by shared mailbox
Good morning, I will explain my problem to you At the moment I am making users open tickets only via email I would like users to send messages from their personal mailboxes and not from shared mailboxes I would also like if the ticket was generated byZoho Desk to Jira > Automatic Creation ?
I've set up the integration for Jira and Zoho Desk, but when I create a test ticket as a customer nothing is sent to Jira automatically - is this correct ? I can manually link to Jira using the "More Actions", but I was expecting the issue to be createdAutomate Ticket Assignment to Contact or Account Owner Using Custom Action
Teltroz Inc specializes in data science, data analytics, and big data technologies. Serving a wide range of customers from large to medium-sized businesses, security has been their top priority. The firm uses Zoho Desk to enhance their business operations,how to remove email headers from Zoho Desk emails and replies from customers?
I'm testing Zoho Desk at the moment ant noticed some very annoying with the emails that go back and forth, the email headers are always included on the conversation in the web interface and the customer also receives emails with these readers showingAdd Pinned Tickets to top of queue
As an IT Helpdesk, we have some tickets where they will need to be looked at daily over a week or 2, and the ability to pin a ticket to the front/top of the queue would be handy as we can be reminded to take a look, rather than placing them on hold andHolding Shift to keep selected tickets
It is annoying trying to change the category of tickets and then closing them. You have to select them one by one, no way to 'hold down left click and drag your mouse down to select multiple'. Once you have selected them and you change the category, youCan your customer support speak every customer’s language?
In today’s world, talking to your customers in their language is not a nice-to-have. It’s a must. It's one of the reasons that most businesses have trouble going global: Language barriers get in the way. Say, a customer from another part of the worldFifth Insight - Maximize the role of Departments
The Wheels of Ticketing - Desk Stories Maximize the role of Departments What are Departments? Departments represent the various business divisions within your organization, each serving distinct functions that align with your products, geographical locations,Using tickets to train Zia
Hi Team, I would like to know if there is any way that Zia can also learn from previous tickets in addition to the articles from the knowledge base. Since we have most of our knowledge curerently in the tickets and that this is hard to combine into aZoho 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 ServiceRemove attachment from ticket
Hello, When we receive e-mails from our customers, lots of those e-mails contain attachments with sensitive information, which we need to delete from the ticket after using it. It is forbidden for our company to store these attachments, due to security reasons. Is there a possibility to delete an attachment from a ticket in any way? It is necessary for us that this possibility is available. Thanks in advance, YorickZoho Desk Validation Rule Using Custom Function
Hi all, I tried to find the way to validate fields using custom function just like in Zoho CRM but to no avail. Is there a way to do this?Advanced search for Spam tickets in Zoho Desk
Currently there is no way to use advanced search in Zoho Desk to find content in tickets marked as spam. Please add this functionality! I believe this should not be the default, but a simple check box "Include Spam Tickets" would be helpful.How can I mark an account as VIP or similar for special treatment?
I'd like to create a visual enhancement to mark an account as VIP in a way our agents can't miss it. What is your suggestion? Thanks!Is there a way within Desk to allow for this timeline overlapping?
We're encountering an issue where contract timelines for the same client at the same location might overlap or follow each other sequentially. Since a single client can have multiple contracts, and we offer various contract types, is there a way withinhow can I change the font when I answer a ticket in zoho desk? thanks
how can I change the font when I answer a ticket in zoho desk? thanksNext Page
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When moments in customer support get "spooky"
It’s Halloween again! Halloween is celebrated with spooky symbols and meanings based on history and traditions, with each region adding its own special touch. While we were kids, we would dress up in costumes along with friends, attend parties, and enjoyAsk the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk
Hello Everyone! Welcome back to the Ask the Experts(ATE) series! We were so focused on our Autumn 2025 release that we didn't host an ATE session last month. In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to yourAudit Log enhancements: Increased retention period, better user visibility, and more
Hello everyone, The Audit Log brings in the following enhancements which improve the overall ability to manage data. Why did we make these updates? Extended Data Retention: Audit data can now be filtered and exported for a 60-day period, doubling theIncoming Threads Report
From data to decisions: A deep dive into ticketing system reports Customers raise questions and issues through multiple channels, such as email, chat, or tickets. To monitor the number of queries received on a specific day from each channel, leads canRescheduled US meetups: Zoho Desk user meetups are coming to seven U.S. cities in October and November, 2025
Hello to our Zoho Desk users in the United States, We're excited to share the revised dates for the upcoming Zoho User Groups happening across the US this summer. Our product experts are heading to seven cities throughout the country, and for the first
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Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk
Hello Everyone! Welcome back to the Ask the Experts(ATE) series! We were so focused on our Autumn 2025 release that we didn't host an ATE session last month. In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to yourEnhancing Zia's service with better contextual responses and article generation
Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic whileFeature Request: Tag, Search, and Report on Individual Private Comments
Zoho Desk Team, First, I want to say that we are extensive users of Zoho Desk and it is a core part of our support operations. We rely heavily on the private comments feature for internal communication, knowledge sharing, and maintaining a clear historySearch in Zoho Community Not Working
I realize this is a bit of a meta topic, but the search for the various Zoho Communities appears to not be working. I'm under the impression that they run on some version of the Zoho Desk platform, so I'm posting this here.Custom Modules - Where are Comments??
In the standard ticket module and in the tasks module, we have an interactive comment box that we can post important details/notes and can tag others if needed. Where is this functionality for Custom Modules? Ideally, custom modules would have very similar,
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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 keynoteWhatsApp 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-importantWebinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service