How to Assign Tickets Based on the "To" Address in Zoho Desk
Hi everyone, I have multiple support email addresses forwarding incoming messages to Zoho Desk, where tickets are automatically created. I would like to assign tickets to specific agents based on the original "To" address that received the email. However,Finding text within a ticket: Expand All or Search this Ticket
The auto-collapse feature within a ticket is nice for screen scrolling, however it makes it difficult to find text within the ticket if the email is collapsed. In fact you cannot find text if it is collapsed. I would like to propose a feature that allowsFirst Assigned Time
How to add "First Assigned Time" in reportOption to automatically open the recipient list on ticket replies
We definitely need some enhancements on the recipient functions of the tickets. The recipient lists can sometimes get very messy. If our agents also don't pay attention to the individual recipients when replying to such tickets then the conversation getsSet ticket threshold for the agents for optimum ticket assignment
Hello everyone, The round-robin assignment allows the admins to set a department-wide threshold. In addition to this, admins can now set thresholds for individual agents within a department. Note that the agent-level threshold is available upon request.Add a canned reponse system
Canned responses are vital for companies that need to send the same answers to multiple tickets with placeholders such as adding the ticket creators name, etc. Currently, there is no such system in Zoho Desk which is a huge inconvenience to us as we eitherMaking Email More Secure: Understanding DKIM and SPF
Imagine you’re sending an important letter to a friend. You write your message, put it in an envelope, and drop it in the mailbox with your address (From Address) and your friend's address (To Address). But what if someone along the way tampers with yourAuto assignment of tickets to an agent in Zoho Desk based on Account owner in Zoho CRM
Hello everyone! I have written a custom function in Zoho Desk to automatically assign a ticket to an agent in Zoho Desk based on the account owner in Zoho CRM when a new ticket is created in Zoho Desk. I hope this helps who need it. You must create aAutomation #16: Automate Ticket Reopening on Scheduled Timestamp
Hello Everyone! This edition uncovers the option to schedule reopening a ticket automatically. Zylker Finance tracks insurance policyholder activities through Zoho Desk. For policyholders who pay monthly premiums, tickets are closed upon payment completion.Custom 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.Zoho Desk User Meetups, Networking Across India this March 2025 : Quick Update
Namaste India! Here's the opportunity to meet with our Zoho Desk Experts in person, right in your city. Besides meeting our in-house experts, you will get the chance to interact with your fellow Zoho Desk users in your community. Event Update We’re makingIs there a way for a custom function to trigger a custom made email alert?
Hi Zoho Team, We have currently maxed out our 30 workflows in one of our department and we are trying to find ways to make it more efficient. We usually use our workflows to send automated email notifications per team leader for approval of tickets. IsBetter Control over Team Ordering and Display
Two feature requests for Zoho Desk team drop downs: The ability to change the order of teams, currently it's not in alphabetical order, which is confusing. I'm thinking a manual ordering via number or drag and drop, alphabetical order, and creation orderSSO/SAML
Question - how are you guys handling SSO for Desk? It seems the only options lead back to ADFS which is a dying technology, stupidly complicated to set up and configure (I mean, you can put that on your resume) and seems like overkill for SSO when AAD does it so much better and effortlessly. We want to have our clients have SSO to log into our support portal and we want our Agents to have SSO as well. I shouldn't have to expose our server, turn on ADFS, configure it, install multiple clients (SyncAsk the Experts 17: Elevate Customer Communication With Multichannel & Instant Messaging
Hello Everyone, Get ready for the opportunity to interact with Zoho Desk specialists! This month, we’re diving into Multichannel Operations, helping you manage customer interactions across various platforms seamlessly. Why Join? Customers reach out throughZOHO DESK
I use Outlook Exchange to receive emails and want to forward them to Zoho Desk for better management. Additionally, I want to reply to emails in Zoho Desk and have them sent to customers via Outlook Exchange, but I don’t know how to configure it.An error occurred while uploading the attachment.
From the image below, attaching files is not possible via the website but is supported through the Mobile App.Zoho Desk - Delete an email conversation
When using Zoho support desk I see an option to delete and edit conversations that are comments, BUT if the conversation was automatically added as a conversation from an email, then the option to delete it seems not to be available. Is there a way toShowing JIRA fields in Zoho
Hi Zoho Support, We're currently working on an integration between Zoho Desk and our JIRA projects. What we want to do is to show certain JIRA Custom Fields in Zoho when creating a JIRA issue from within a Zoho ticket. In this thread I found a commentNot able to filter anymore
Hi, We're not able to filter anymore. Does anyone else also have this problem?Linking Chat ID (SalesIQ) with Ticket ID (Zoho Desk)
I am currently working on an integration between Zoho SalesIQ and Zoho Desk. My goal is to automatically update a custom field in Zoho Desk with the SalesIQ Chat ID when a chat is converted into a ticket. However, I have not been able to find a way toEdit 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-importantAuto populate email field
Hello everyone, I would like to ask how can I configure the following scenario: - When I need to send a communication to a client using Zoho Desk - I would like to automatically fill in the field "To" , "cc" , "subject" based on the chosen client - eachIntroducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk
Hello everyone, Note: We have updated this announcement on 13th March 2025. As of 7th March 2025, the following name changes are made with respect to Zia. Zia GenAI is updated as Zia Zia Powered by GPT is updated as Generative AI Native Generative AIIssue with JWT Token in ZohoDesk Webhook GET Request (While setting up new webhook)
Hi Team, We have set up an endpoint on our application to receive webhooks from ZohoDesk. For security reasons, we expect a JWT token from ZohoDesk to authenticate the request. However, we noticed that while setting up a new webhook and doing the testIs it possible to require a field in the Help Center but not for an Agent?
It's nice to have required fields in the Help Center, but if a client submits an email directly, I don't want those fields to be required because making any change means each required field needs to be filled in, and we won't necessarily have the info.Parent-Child ticketing upgrades for better efficiency and context
Hello All, The parent-child ticketing system in Desk helps the customer service team resolve related issues faster and more efficiently. We're excited to introduce some new enhancements to this system. Perform updates on multiple child tickets at onceZoho Desk Workflows & Notifications
Did something recently change with how Notifications and Workflows work? Up until last week, all of my workflows and alerts that have been setup are being completely ignored. I've had a workflow setup to alert my agents and my customers when a ticketParent-Child BETA Notifications
Hello there !! Following our testing with the ZOHO Parent-Child BETA version , we saw that notifications are being sent out in the Parent and with all the x number of child tickets created. Same during the closure. i.e the customer is bombarded with emailsBest Way to Extract Structured Data from Emails in Zoho Desk/Flow
I am trying to automate the processing of NSF (Non-Sufficient Funds) notices received via email in Zoho Desk. Specifically, I need to: Extract specific details from the email body, including: Account Number (e.g., "Account Number: 987654321") NSF AmountReusable Custom Functions Across Department Workflows
Dear Zoho Desk Team, We appreciate the powerful workflow automation capabilities in Zoho Desk, particularly the ability to create and use custom functions within workflows. However, we have encountered a limitation that impacts efficiency and maintainability.Why are Deals from ZOHO CRM not synced to ZOHO Desk?
We are working with Deals in ZOHO CRM to register new assignments from our clients. I would like to service the execution of these Deals via ZOHO Desk, but apparently ZOHO Desk does not automatically show the Deals connected to Clients as registered inAllow Validation Logic to Prevent Merging Specific Tickets
Is there a way to add a validation to the "Merge" process such that if one of the tickets being merged meets a specific criteria, the system prevents the merge? We have run into issues where a team member merged a ticket that clearly should not have beenAdd second Help Center [resolved]
Hi, I need to create a second help center. My two help desks must be independent, each with a custom subdomain, and no common base for users. I don't want in center A they can send a ticker to center B, and vice versa. The first one is functional, andImages not showing up in Desk tickets
Customers are trying to send us screenshots to diagnose their issues. But Desk seems to be stopping the images/breaking the link when the ticket comes in. (We can see them in an email box getting cc'd on all tickets...so it's not our mail system). Help!Add Undo Option to Knowledge Base Editor
Unsure if this has already been brought up, but can we add an "undo" option to the Knowledge Base article editor? CTRL+Z deletes the entire article and going through every single draft of an autosave to find the version before something went wrong canNotification sender email is coming from Zoho, not from my domain
Hello, I have Zoho Desk configured to use "From address" as my domain support email i.e. support@ mydomain.com (email is verified) , we send automatic notification to contact (customer) when they submit a new ticket. Yet the notification email is sentCan Knowledge Base Article width be increased?
Hello Zoho Team, There is this limitation we want to break. Is it possible to modify and increase the size of Knowledge Base article width which is currently set to 870px?How to change the colors on Help Center Elegant
Hello, I am looking to make a few changes to the Help Center Elegant - change orange color to blue. - hide help center search form ( currently disabled function) See below screenshot. Many thanks in advance, Kind regards, HasnaCaller Queue in Zoho Desk with Twilio
Hi Zoho Support, I have setup Twilio in Zoho Desk and everything is working well, except the caller queue. If two people call at the same time, and an agent is speaking with one caller, and a second caller is waiting in the queue, how does the agent switchNext Page
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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