Is there a way to make an account inactive in ZoHo Desk
We have a few Clients "Accounts" that we no longer do business with. It would be beneficial for them to not show up in lists. However, we want to go back and view tickets, time, etc.How to set the value of the Phone field importing contacts in Zoho Desk
Hi everyone, i'm new in Zoho Desk, we're setting up the environment and i'm importing contacts from another CRM using a file CSV and i'm getting a problem with phone numbers (italian): the leading zero is cut away, also if the value is inside double quotes.Agent Availability Report
From data to decisions: A deep dive into ticketing system reports Businesses need to track when their support agents check in and check out from work. This report, titled Agent Availability, is one of the static reports that helps managers track the numberDeactivate Desk Contact without Deleting Contat
We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep theirContacts with most tickets? Alarm for multiple tickets?
Is it possible to see through the analytics/reports which contacts are creating the most tickets (not the most discussed ones)? Also, is there a way to set up a notification if a contact creates multiple tickets within a certain time frame?Uploading Files from uploads api
I tried uploading the image from the API call but its giving me unauthorized error even i have given valid token in header. After uploading i need that id to pass in create ticket api uploads but its not uploading that file. Please help me out in thZoho Desk + Jira integration - Email notifications and comments posted by administrator instead of real user
Dear All, I set up the integration under my admin account, and now when users leave comments in Jira (to created tickets in Zoho Desk), the email notifications show that the ‘Administrator’ left a comment, not a real user. The same happens in the ticketCelebrating the power of visuals
On World Photography Day, we would like to highlight the power of visuals in customer service. Visuals promote learning and understanding in less time. A photograph can rekindle a memory, convey more than words, and give a fresh perspective. How doesDeletion of Zoho Account
To whom it may concern, Good day, My account has been created incorrectly in Zoho and I am not able to join my Company's Zoho account - attached screenshot for your kind reference Alphatronmarine - Portal Kindly advise procedure to delete this currentAdd Hebrew & RTL Support to Feedback Widget
Hello Zoho Desk Team, How are you? We are using Zoho Desk and would like to utilize the Feedback Widget. While Zoho Desk itself supports Hebrew and RTL, the Feedback Widget unfortunately does not. We kindly request that Hebrew and full RTL support beOAUTH2 isn't working with Power Automate and N8N (Zoho Desk)
Hello, I am trying to set up an OAuth2 connection to the Zoho Desk API, but the authentication flow fails immediately. I am experiencing this issue in two separate platforms: Microsoft Power Automate (using a Custom Connector) and n8n. Instead of beingApproval - Report/Views
Hi, On Zoho Desk - Is there a way to report on pending approvals, or a view or similar?Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere
Behind the scenes of a successful ticketing system - BTS Series Narrative 8: Intelligent in-app support that's instantly available anytime and anywhere The App Support Across Platforms (ASAP) add-on for Zoho Desk is an independent application that integratesThe way that Users can view the ticket
I have created users. What I would like to achieve is the following: All users under the same company account should be able to view each other’s tickets.Looking to Flag or Tag contacts/ accounts on Zoho Desk?
I am looking for a way to flag certain accounts and make it obvious on the views pages. So for example if a has a certain package or needs extra attention it is clear before even clicking on the ticket. This could be via adding a tag or flag onto an account,[SOLVED] Getting 401 when trying to download ticket attachment via API
I'm able to use the API just fine to access ticket content. But I cannot download ticket attachment, keep getting 401 Client Error. Example: https://desk.zoho.com.au/api/v1/tickets/{ticket_id}/attachments/{attachment_id}/content?orgId={org_id} For headers,SLA Ticket Report
From data to decisions: A deep dive into ticketing system reports Service level agreement (SLA) ticket reports in a help desk system are crucial for ensuring that services are delivered according to established commitments. They help maintain accountabilityFree webinar: Streamlining customer service paperwork with the Zoho Sign extension for Zoho Desk
Hello Everyone! Have you been wondering about bridging the gap between digitised customer service and business paperwork? Join our free webinar to learn how you can do this by connecting Zoho Sign, our digital signature app, with Zoho Desk, our onlineSafari Support
Safari, the world's second largest browser, zoho desk does not officially or fully support. That needs to change.Ticket closure notification - all contacts cc'd on email thread
Hello, If a client sends an email to our service desk and cc's in other people that work at the same company - so that they are in the loop of the service request. When the we close the ticket, only the ticket owner (person who emailed us - which createdSystem default SLA descriptions can't be modified
The system default SLAs have identical descriptions for all SLA levels, but their settings differ. However, I am facing an issue where I cannot modify these descriptions and save the changes. The content of the description box can be edited but the changesCustomising Help Center
Hi I don't think it is possible to add custom pages to help center? We'd like to use this as a customer portal with support tickets, FAQ/Guides, Billing and contracts. Is there any plans to add a feature like this or an alternative way to do it otherReplies sometimes creating separate ticket
Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person respondingTicket Approvals - External Users
The ticket approval option - we need to be able to select external users (Contacts) for approvals. Sometimes we are working with an end user and their boss needs to approve a purchase. For example, working with a cashier on a broken cash register andForce Users to Ask Answer Bot a question... First
End users will always skip talking to a bot. It would be nice if Zoho adopted the standard and forced users to first ask a question to answer bot (or zia in some fashion) and then pass to the agent if it wasn't answered. Options to force the user to speakView Answer Bot conversations?
We are trialing Zia and are experimenting with Answer Bot on our knowledge base. So far so good! Management asks me if it is possible to view Answer Bot conversations, the purpose being to look over its shoulder and confirm that it is working as desMass Email an Account
It would be nice to mass email an account stating there is an outage at their business or something specific to an account is needed to be mass communicated. Even if it makes a ticket for every Email Out to every contact in the Account. Think: the customerAutomatically CC supervisor
Hello, in our organization agents are replying to tickets and they are required to CC their supervisor on all emails to and from customers. is there a way to have an email address automatically populate in the CC field when reply to a ticket? thaAdd an email to an existing ticket is not working
I noticed that in Zoho Desk the funcionality to add an email to an existing ticket is not working using the syntax [##12345##], has the method changed? In red is the syntax we use to add email to an existing ticket As you can see, he did not add the emailURL Parameter on Help Center SIgn in link
Is it possible to add a url parameter to the sign in link on the Help Center?migrating from HelpScout
I am attempting to import a conversation file from helpscout into desk and am receiving size errors. What is the current file size restriction. Does anyone have any tips for a successful migration?Layout Rules Don't Apply To Blueprints
Hi Zoho the conditional layout rules for fields and making fields required don't work well with with Blueprints if those same fields are called DURING a Blueprint. Example. I have field A that is used in layout rule. If value of field A is "1" it is supposed to show and make required field B. If the value to field A is "2" it is supposed to show and make required field C. Now I have a Blueprint that says when last stage moves to "Closed," during the transition, the agent must fill out field A. NowArticle Name Sorting in Zoho Desk Knowledge Base (agent / admin side)
Dear Zoho Desk Support, We are writing to request an enhancement to the Knowledge Base management feature within Zoho Desk. Currently, there is no option to sort articles by their name, which significantly hinders efficient article management, especiallyZia Answer Bot - Create Ticket
Surprisingly, the current iteration of Zia will try to answer a question and unless you have "transfer to SalesIQ chat" enabled, it won't create a ticket for the user or offer them a method to create a ticket. We don't want it to create chats for us,Zoho Desk API Documentation missing a required field
We are trying to create a section using this information. Even after preparing everything based on that page, we still get an error. The error we get is this: {"errorCode":"INVALID_DATA","message":"The data is invalid due to validation restrictions","errors":[{"fieldName":"/translations","errorType":"missing","errorMessage":""}]}How to reply to thread via API
We have built a webapp for our customers that uses the Zoho Desk API to enable each customer to view their full list of tickets, view individual tickets and raise new tickets. The Zoho Desk API doesn't have the ability to reply to a ticket/thread. RepliesNarrative 7 - The importance of data sharing
Behind the scenes of a successful ticketing system - BTS Series Narrative 7 - The importance of data sharing Definition Data sharing requires a commitment to preserving the integrity and dependability of shared data throughout its entire lifecycle. ThisPlease Enable Snippets for Agents Adding Comments
Snippets and templates are currently enabled for agents when they use the reply functionality. There is currently no way to add a template or snippets when an agent comments. This is really weird. Our agents don't use the reply functionality, only theDeluge UI Updates
Are there any updates planned for the Deluge UI in Zoho Desk? It feels quite dated and lack-lustre after you've spent some time in the CRM Deluge UI.Zia Agents - Follow Ups
It would be nice to have Zia Agents do follow ups. A lot of times agents are trying to schedule things with users and they say "can we set your printer up tomorrow?" and the user never says anything. A way to have a personalized reminder to the user automaticallyNext Page
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Rescheduled 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 firstZoho Desk iOS and Android app update: AI powered: Reply Assistance and Refine Messages on IM module.
Hello everyone! We are excited to introduce new AI powered features on the IM module of the Zoho Desk app. Reply Assistance: Reply Assistance generates suggested responses for incoming chat messages, which you can directly insert into the conversationNarrative 13: Importing your data
Behind the scenes of a successful ticketing system: BTS Series Narrative 13: Importing your data When importing data into an application, it is crucial to prevent data loss or duplication. These types of errors can hinder the development of a clean andSending workflow notifications using popular chat services
Hello everyone, We have introduced instant and scheduled notifications on some of the most popular chat platforms to facilitate easy collaboration, quick action, and wider reach. Workflow notifications can be sent to the following chat platforms: ZohoZoho Desk app update: AI powered features
Hello everyone! We’ve introduced various AI-powered services on the Zoho Desk app. Let's take a look at what's new. Generate Content: Generate Content uses AI to formulate responses based on the your query and provides a ready-to-use reply which can be
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Enhancing 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.Round robin
Hi, I'm trying to set up a round robin to automatically distribute tickets between agents in my team but only those tickets that are not otherwise distributed by other workflows or direct assignments. Is that possible and if so which criteria should ICustom 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
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