When clicking KB article links inside the Zoho Desk ASAP widget, they should open inside the widget itself
If I click on a link within a Knowledge Base article inside the Zoho Desk ASAP widget, I expect the article to open inside the widget itself (that is, I hope the ASAP widget can identify that the article is also within the same domain). But it actuallyASAP widget persistence across site pages
Hi, I was wondering if anyone has found it possible to persist the current article/module the user has open on the ASAP widget when they navigate between pages on your website? I am testing ASAP out and one annoyance is that every time the user changesAgents don't have access to Help Center Users
I have set these permissions under the Agent profile, according to help documentation this should allow Agents to access and edit the User accounts (end users) for the help center. However, agents get this message: This are the settings in Agent information:Reply email with the same information of ticket
Hi, For example, when I create a ticket, the status option is automatically set to "Open." But if I change it to "Approved," as shown in the green box in the image, at that moment I need to reply an email with the information in this ticket, as shownChange the Domain address in Zoho Desk
Change the Domain address in Zoho Desk from avisolarenergy.zohodesk.com to enermantech.zohodesk.comZoho Desk Permission Level
Hello, We have a customer that has 8 locations. There is one individual the director of operations who needs access to see tickets for each location. However, he is not an employee or agent for my company. How can I set this up for him? I dont want himZoho Desk 2024 Autumn release
Greetings Zoho Desk users! Earlier this year, in February 2024, we released an array of features ranging from process orchestration to ticket management, self-service, and more. Here is the announcement post for reference: February 2024 release announcement.Zoho Desk Autumn Release - 2024 — Post 4
Continued from Zoho Desk Autumn Release - 2024 — Post three Integration Streamline field service operations with the Zoho FSM extension The Zoho FSM extension integrates field service management with Zoho Desk. For example, if a ticket requires on-siteZoho Desk Autumn Release - 2024 — Post 3
Continued from Zoho Desk Autumn Release - 2024 — Post two Instant Messaging Mass WhatsApp messaging for efficient communication Agents can send WhatsApp messages to multiple contacts at once, which is useful for various activities, such as onboardingZoho Desk Autumn Release - 2024 — Post 5
Continued from Zoho Desk Autumn Release - 2024 — Post four SDK Flutter SDK support for mobile app developers Integrate the ASAP SDK with Flutter for cross-platform mobile app development, expanding support capabilities across different mobile environments.Allowing end users to deactivate their end user profile
Most of my customers have requested the option to allow them to deactivate their end user profile(account) on their own without having to submit a request to do so. With that said, I told my customer(s) I would pass the feedback over to the team LookingHow to generate oauth access token with the help of api only , No redirections and two steps ?
I need to embed zoho tickets api in an application so i am using tickets api in my rest api but the main problem is token generation. Other companies provide one token which we can use it everytime when we make request but here in zoho we have to go through two step gui process to generate auth token which is not feasible if i have to show tickets in my admin panel because oauth token have expiry time and refresh token can only be used 10 times , I guess ? So i basically want to know that if i canAutomation #1 - How to manage Approval process using Blueprint
With numerous ways to automate different workflows and use cases in Zoho Desk, we thought why not collate the common ones and start a series for the benefit of our community! So, here we are with the first topic in our "Automation" series. This will be a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. This month, we will discuss howChild/Parent Beta
Is there a way to create a workflow based on if a ticket is a parent/child? IE: A parent ticket has a comment added, notify owner of child ticket(s) or vice versa?Sudden disappearance of all articles in the knowledge base
Hello Zoho Team About two hours ago the tab in Zoho Desk started showing that, basically, all of a sudden all of our articles disappeared. It is not possible to access them even through their respective URLs. In addition, the trash data also no longerWebinar 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 serviceZoho Desk API Custom Module not all data is showing up
When i get a record by id for my new module: responseDetailed = invokeurl [ url :"https://desk.zoho.eu/api/v1/cm_tickets_CM/" + record.getJSON("id") type :GET parameters:"" connection:"desk_connection" ]; The response doesnt contain all fields, the fieldInternal Tickets?
What is the best practice for "Internal Tickets"? I want to update tickets for things like router upgrades, server maintence, etc. What is the best way to do this? Do we create a generic account that is the "customer" or is there a better way?How can we add products to a ticket?
I can't find any KB articles on how to add products to tickets. Is this a recently added feature that doesn't work as planned, or am I missing something? We want to assign certain products (usually a single one) to a ticket from the Products module. TheCan't send email through my own SMTP server with TLS or SSL
I added a From Address. It works ok when replying to tickets if I do not use my own SMTP. If I do check "Use my SMTP" then it only lets me save if I select Connection Type: Plain on port 25. If I try to do SSL or TLS on any port, it gives me this errorHow to create auto replies within Desk?
I would like to create automatic replies when emails matching certain criteria's are received. How can this be done?Agent Availability Report
I'm trying to understand how the agent availability report works. So I'm logged into zoho desk (and have been all day) and am looking at the report and my name does not show in the list. How can that be?Zoho desk slowing down
Hi team, A number of our agents have reported that Zoho desk has been slowing down in the past week. We're seeing longer loading times for tickets and slowness when updating ticket properties/fields. Is there any known issue currently ongoing that couldHow to create a ticket - Zoho Desk api
Hi, I have been trying to create a ticket using the Zoho api using the following directions located at: https://desk.zoho.com/DeskAPIDocument#Tickets%23Tickets_Createaticket I am passing in the orgId and Authorization toke in the header as wellSetup page changes: Regrouping and categorization of features
Dear Desk Users, We're pleased to announce an upcoming revamp of the Desk setup page. These changes are intended to improve the organization and visibility of features on the setup page. Why are we making these changes? Simplified navigation Our primaryWeekly columns needed in Zoho Desk Countdown mode / Kanban view
The Kanban view in the Countdown Mode of Zoho Projects (in Kanban) needs to be able to custimzie the categories beyond the two day limit. Please add "1 week", "2 weeks", "1 month" "over 1 month"Webhook - Missing variables
Hello. I configured a Webhook to retrieve info from an API. The info is retrieved but not passed to the variable configured in the responses list, from the returned formatter. I've simplyfied my problem, but it still doesn't work, so I suppose that Iwhen running the merge api, invalid_data api response due to merging ticket in recycle bin; but there are no tickets in the bin
Below is the error that I'm facing. I initially tested my code in sandbox and it worked great. I copied it over into production and started to catch the error. I checked the recycle bin and there were some "test" tickets that I did not know about. I removedEnhancement Request: Allow for AlphaNumeric Ticket Numbers per Department - Custom Ticket Number
Currently Ticket numbers in desk are purely numerical and increase sequentially regardless of which department a ticket is created in. I would like to suggest 2 enhancement requests: 1. Please allow for an AlphaNumeric Ticket Number: The ability to specifyRound Robin Assignment to Offline Agents
Hi guys, how come when im using this rule its still assigning tickets to agents who are offline and not working, Can i change this? Its sequenced assignment ThanksGranular Channel Notifications for Zoho Desk Activities in Zoho Cliq
Dear Zoho Support Team, We are writing to request an enhancement to the Zoho Desk - Zoho Cliq integration regarding channel notifications. Currently, channel notification settings are universal and cannot be customized based on department. Proposed Solution:Zoho Branding
How do you remove Powered by Zoho Desk branding from the knowledge base footer? This branding should be automatically removed for all paying customers on all platforms. I am not advertising your company on my documents, emails, etc.; I am promoting myZoho Desk - Max number of Webhooks
Hello, Is there any way to increase the number of webhooks available in Zoho Desk ? In Zoho One as in the different plans, the limit is10. If no option exists today, is there any plan to increase the limit please ? ThanksAutomation #2- Create recurring tickets using Schedules
This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk. Creating recurring tickets forEmail notifications to knowledge users
I need to notify users of knowledge by email that new articles have been published. The idea is that when a new document is published an email is automatically sent announcing it.Question about: Zoho Backup - Attachments (via download link)
Hi @all i wonder how exactly is it when you get a backup from Zoho Desk. The documentation says the following: So the file you download does not contain real files but only links to the files that are still stored at Zoho. What if I actually want to ownSending Forms from Zoho Desk
We have a scenario where we create a ticket within Zoho Desk when an issue is reported to us. Currently the person that is assigned to investigate the issue would be contacted and then complete a form via a third party application we use which is thenMarketplace Extension - Zoho Desk Android update
Hello, Everyone! In the most recent Zoho Desk Android app update, we have extended the support for marketplace extensions in the following locations: Top Band (Navigation Drawer) Ticket Add/ Edit Form Ticket Sub Tab Ticket Details More Option Top BandIncentivizing Customer engagement in ZylkerShop
Hello Everyone! Welcome to the next series on ZylkerShop’s journey towards enhancing user experience on its Help Center portal. Last week, we explored how ZylkerShop managed onboarding users into its customer portal. This week, we shall see how ZylkerShopNotification Center - mention on ticket
We do not get notifications in the Notification Center in Zoho Desk when someone is mentioned in a ticket. I get an email, and I can see it in the Team Feed (which we don't really use). Is there a way to enable ticket mention notifications through NotificationNext 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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