I can't log in to our help desk portal.
I am having problems logging into our help desk portal. Since the user changes their password in AD, the password is not replicated to our help desk, Enterprise Service Desk version. And the user cannot log in. We have already checked the integrationZoho Translator for Zoho Desk not working
We have added the Zoho Translator extensions in our Desk environment, but when trying to use it we do not have the option to select the translation language within the ticket. We have followed the setup process for the extension as outlined in this helpApproval Tab/Process Should be Improved
Current, the approval tab process is lacking quite a bit of functionality that we think is really important: 1. When the person is approving/Denying a request, they don't have a way to leave a message/comment connected to that approval/denial. Just simplyEnhancing Customer Connections through Help Center Customization
Hello Everyone! Welcome to journeying with ZylkerShop on setting up its Help Center. ZylkerShop set up the customer portal for its users to have a self-service platform as well as grab the mind share of its customers with Branding. ZylkerShop made useDesk "From" SMTP using Gmail "Less Secure" Passwords
Hi guys, In the fall of this year, Google state: "For actions users can take, go to Less secure apps & your Google Account. Starting in the Fall of 2024, Google Workspace accounts will no longer support less secure apps, third-party apps or devices thatIs there an chat integration for internal use only?
I'm thinking to integrate a viber app to zoho desk but for an internal only. Like when someone message in a group chat it will pop up inside the zoho desk. Is it possible?Articles linking to other areas in Zoho
Hello, I was just wondering if it was possible to either have articles linking to other parts of zoho (customers/projects/vault) or to have the other apps linking to the article. What we are trying to set up is Customer Articles, so details of the customersCan we get all ticket list without limitation using zoho api once?
Hi support team. I'm using zoho api nowadays. I have a question. I'm trying to get all tickets using api. But I noticed the api that get ticket list has a limit. The limit is 100. I don't wanna call lots of times to get all ticket list. It takes muchProblem mentioning a user in Zoho Desk API
Hello ! I would like to ask for help. I'm trying to make a request to the Zoho Desk API, URL: https://desk.zoho.com/DeskAPIDocument#TicketsComments To create comments and would like to mention a user, according to the documentation you need to send zsu[@user:{zuid}zsuZoho Outbound email rate limited.
Hi, A staff member sent through an email to the customer's hotmail account and we received the below error. Original-Recipient: rfc822;customer@hotmail.com (changed for privacy) Final-Recipient: rfc822; customer@hotmail.com(changed for privacy) Status:Customer Feedback receive via API
Hello Support Team, We are looking for the customer in our site to rate the support agents after ticket closure in our platform instead of mail. Is there any API that will help me to post the link with the message of the Customer Feedback Screen whereDesk API Downtime
Ever since I started using the Desk API I have seen extremely frequent downtime. Every 15-60 minutes we receive a response from a Desk API call of: Zoho - Temporarily Unavailable Our service is temporarily unavailable. We are currently working to restore it. Why is the API so unreliable? What can we do to fix the stability of the API?Clickable url in Zoho Desk ticket
Hi, I've the following code: mp.put("subject","Controleer het nummer van " + bedrijf + ""); mp.put("channel","Automatisch gegenereerd"); mp.put("description","Zie https://crm.zoho.eu/crm/org2XXXXXXX/tab/CuXXXXXXX/"+ Id + " voor afhandeling van dit ticket");Zoho Desk Keyboard shortcuts - Send the message im typing
Hello Community! I was going through the keyboard shortcuts and found many wonderful options. However, the specific shortcut I was looking for wasn't listed. It would be convenient if there was a keyboard shortcut to send the message I am typing withoutEnsure safe file attachment and sharing with Attachment Control in Zoho Desk
Hello everyone, The Attachment Control feature in Zoho Desk is designed to help you better manage and secure the files attached to support tickets. Why Attachment Control Matters? Imagine you’re handling a support ticket where a customer has uploadedZoho Desk deletes Description thread on owner change
We have been experiencing some issues for a few months with our tickets. Our emails are directly linked with zoho desk email to create ticket on email reception. Tickets are populated automatically. Randomly, when we make changes to the ticket, and changeDashboard "Set as Default"
Because your reporting lacks the ability to display based on who the logged in user is and your views have very limited ability to pull based on dates, I have to build reports and dashboards for each user. It would be nice if they could set their ownZoho Desk Customer Account Hierarchy
So we are trying to get this customer to switch over to Zoho Desk. During the demo they came in with a question after and I was not able to find the solution. So in Zoho CRM you have a concept of Account Hierarchy where let's say office 2 reports to officeZoho Desk help center link Contact module
When using the Help Center, is it possible to have users fill in their country and company during registration and link this information to the basic fields in the Contact module?Customer Agent can see all company tickets
Hi together, we have a lot of customers with an onsite contact who needs to see ALL tickets from his company. Lets call him "First-level Agent onsite" It would be great to have an option to say "Okey, John Smith can see all Tickets from "Company XY" inAlert agents when tickets need attention (e.g. older than X days and still "open")
Is there a way to have the ticket owner be notified when one of their tickets is more than X days old and e.g. is still in an open status (i.e. not "waiting on customer" or "on hold"? In other words, to alert them when an old ticket needs their attention?Move tickets to a specific layout within a department using macros
Hi everyone, In customer support and service management, efficiently handling tickets and ensuring they reach the appropriate team for resolution is crucial. To improve our ticket management process, we’re introducing the "Move Department" action withinProvide ticket access to different roles that are not ordered hierarchically
Hi, we have a usecase, where we use the ticket system with a bunch of agencies. Those agencies shall have access to tickets assigned to them but sometimes it can also happen, that they need to work together with other "departments" and as we do not wantDepartment-Specific Enablement for Zia Generative AI In Zoho Desk
Hello, I would like to request a feature enhancement for Zoho Desk regarding the use of Zia Generative AI integrated with ChatGPT. Current Issue: Currently, when enabling Zia Generative AI, the setup applies universally across all departments. There isAllow us to have multiple transitions between statuses
Some of our implementations would greatly benefit in a simpler Blueprint setup when Zoho allows us to have multiple transitions (buttons) to come from-and-to statuses. Right now, it's only one-to-one: Status A -> Transition "Go to B" -> Status B We wouldNot defined line number
"Failed to update function Variable 'ticketID' is not defined Line Number : 3" Above shows when I enter below. Can you help me with this? deskDomain = "https://desk.zoho.com"; //Replace your zoho desk URL accordingly jsonString = {"ticketIds":{ticketID}};How to set a custom field (Pick List and Multi-Select) through Desk API?
Hi, I'm following Zoho Desk API's documentation and I couldn't figure out how I can set my custom fields to the proper Pick List or Multi-Select option. Now I found out that these fields can be set as their plan text values (obviously using the "cf" key,Winning Minds: ZylkerShop's Journey to a Branded Help Center
Hello Everyone! Welcome to the journey with ZylkerShop on customizing the Help Center for business. ZylkerShop customized its Help Center to give customers an intuitive experience. ZylkerShop wanted to personalize its Help Center to incorporate branding.Importing Data in Zoho Desk: Improved UI and added functionality
This feature is being released in a phased manner and will be available only to those who request it. Use this registration link to provide your information and request early access. We will enable the feature for your Desk account. Hello everyone, WeZoho Desk Schedules
I like the schedules function and use it frequently, but why can we only have 10 schedules? I already have 10 schedules set up but want to add more. How do I do this?Unable to Create Duplicate Help Center Content
There is a severe flaw in design for multi-branding and the help centers .So far work-rounds are not possible by this flawed design. It has been covered here before that in multi-branding mode you cannot share articles between two different help centers.We have finally configured Whatsapp
I have a question: we have two departments. Is there a way to configure the same WhatsApp number for both departments? Thanks RudySend & Update Status - Zoho Desk app update (Android and iOS)
Introducing the 'Send & Update Status' option within the compose screen of the Zoho Desk mobile app. This option allows you to send a preliminary response to the customer and simultaneously update the ticket status. Android: iOS: We have integrated layoutSummary field is truncated in thread returned from API
I am using the API to get all the threads of a ticket. I retrieve the ticket, then I list the threads and then I get each thread. The issue that I am having is that the 'summary' field of the retrieved threads is being truncated - POST https://desk.zoho.com/api/v1/tickets/230399000060471954/threads/230399000060492062Can I embed Zoho Desk in an iframe
Hi there! Is there a way to embed our Zoho Desk portal into an iframe? ThanksKeeping track of possible changes
Hello, What's the best way to keep track of any changes to the Zoho Desk API? I.e. if an endpoint changes or requires a different payload etc etc.Read-Only fields are not showing for end user
Hello, I am trying to add a read-only field to my web form, but it's not showing up when user is submitting a ticket. When I change the field to be editable, it does show up though. I was wondering if there's anything additional I need to do to make aJira - Zoho Desk Integration: Allow for Flexible User Attribution
Dear Zoho Desk Support Team, We are writing to request an enhancement to the Jira integration within Zoho Desk. Currently, comments added to Zoho Desk tickets from Jira are automatically attributed to the user who created the integration. This can beZoho Desk Report all including additional columns
Good afternoon, As of this morning, all of our Reports have additional columns, which have broken a lot of out reports that are extracted from Zoho. These columns include titles like: Tickets support.report.export.reference.id This only shows when youZoho Desk app update (iOS and Android) - Read Receipts
Hello Everyone! We have brought in support for 'Read Receipts' functionality in the current version of the iOS (v2.7.2) and Android (2.6.8) Zoho Desk mobile app. With read receipts, you can now gain insights into the delivery and read status of the outboundNext Page
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Control the precision of answer bot responses
Hello everyone, Admins can control the precision with which the Answer bot analyzes and generates a response by adjusting the threshold levels. Based on predefined threshold values, Zia analyzes how closely the query matches with the available KB articles.Compose Emails Faster Using Templates and Snippet
Hello everyone, We have made an enhancement to the Send as Email option in Tickets. Agents can use templates and snippets to draft their response, which helps save time and maintain consistency. The Send as Email page will display the available templatesInclusion is the new engagement
When in a very challenging situation, you may have peers or friends around you saying, “Everything will be okay.” They speak to you in a way that they are connected or in a language or tone that feels close. But your inner voice comes to you in a trulyZoho 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 keynoteCreate 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 for
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WhatsApp IM in Zoho Desk always routes to Admin instead of assigned agent
Hello Zoho Experts, I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel. However, every new WhatsApp conversation automatically gets assignedHow Does Knowledge Base Search and Article Recommendation Work?
Hello, I would like to understand how the Knowledge Base search engine works. Specifically, does it search based on: The article title only? The full article content? Both, the article and the content? Keywords? Tags? Also, how does the system determineDheeraj Sudan and Meenu Hinduja-How do I customize Zoho apps to suit my needs?
Hi Everyone, I'm Meenu Hinduja and my husband Dheeraj Sudan, run a business. I’m looking to tweak a few things to fit my needs, and I’d love to hear what customizations others have done. Any tips or examples would be super helpful! Regards Dheeraj SudanFull Context of Zoho CRM Records for Zia in Zoho Desk for efficient AI Usage
Hello everyone, I have a question regarding the use of Zia in Zoho Desk in combination with CRM data. Is it possible to automatically feed the complete context of a CRM record into Zia, so that it can generate automated and highly accurate responses forHow exactly does "Reply assistance" work in Zoho Desk? What context is sent to the LLM?
Hi, Im trying to better understand the technical behavior of the feature "Reply assistance" in Zoho Desk, and I couldn’t find detailed information in the current documentation. Specifically, I have questions about what data is actually being sent to 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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