Optimize your Knowledge Base for enhanced visibility with meta titles
Let's dive into why a meta title is crucial to your article. Imagine a talented content creator named Elena. Elena had been working diligently on a knowledge base article for her company's website. She knew the article needed a captivating meta titleAutomating WhatsApp Response with Team Selection in Zoho Desk Blueprint
Hello, I’m setting up an automation using Zoho Desk’s Blueprint to handle incoming WhatsApp messages. My goal is to send an automatic response to users, asking which team they want to speak with (Team X, Team Y, Team Z) and then route the conversationMoving closed ticket to another department but keeping the close time
How can I move a already closed ticket from one department to another department, while keeping the close time the same? At the moment, when I move a already closed ticket to another department, the ticket will re-open in that department and I need toDepartment Selection in Zoho Desk Webforms
Dear Zoho Desk Support Team, We are writing to request an enhancement to the webform builder functionality within Zoho Desk. Currently, when a customer submits a webform, the ticket is automatically created under a predefined department. To improve ticketDeprecation of Google Drive and Google Sheets in default connections
Starting from August 15, 2024, Google Drive and Google Sheets services will no longer be available as default services in Zoho Desk. Reason for deprecation: Google has identified sensitive scopes within the Google Drive and Google Sheets connections,Making email templates/ snippets available in the Description field, in template layout
Hello, I would like to request the a new feature for email templates/ snippets to be made available in the Description field, in Ticket layout edit screen, just like it is in the agent email editor. Agent email editor Template layout description UseCliq Notifications for the Activities modules - Send message to cliq channel for Agent Unavailability
Dear Zoho Desk Team, We are writing to propose a new feature that leverages the existing integration between Zoho Desk and Zoho Cliq that send Cliq Notifications for the Activities modules. We recently learned about the "Cliq Notifications for Activities"Pin or Flag Comments/Emails
It would be great if you could pin a comment or email on a ticket. The interface could then have a tab that displays the pinned notes/emails for the case. From this tab you could unpin the note, or share the pin with another Agent. This could be a wayOptimize your Knowledge Base with header tags for enhanced visibility
Let's dive into why header tags are crucial for your articles. Header tags and when to use them Header tags, ranging from H1 to H3 in our knowledge base (KB) module, are often referred to as HTML elements used to designate an article's headings and subheadings.Spam Tickets
Hi Team, Last week, we discovered hundreds of messages from our customers in the SPAM Tickets Folder! Zoho Desk is classifying these messages as spam without sending them to my agents. I have turned off the Zoho Support SPAM filter, but the issue persists.Nested Picklist - Search doesn't work
Hello, The search input in nested picklist doesn't work. There an exemple : The nested picklist in the layout : Here, the word 'absence' in the list : And the search : I tried to create a new pick list, i've got the same problem. The search only worksZoho Desk mobile app: key updates from January - July 2024
Hello Everyone, We are constantly working to make Zoho Desk better and improve its mobile functionalities. Over the last six months, we have introduced some exciting new features and enhancements to the Zoho Desk mobile app. Here’s a summary of theseEffortless communication with individual contacts via WhatsApp messaging
Dear Zoho Desk Users, We have brought the option to send a WhatsApp message to a contact under the list of quick actions for ease of access. Now, agents can click the dropdown arrow next to the plus sign (+) from the top panel or use the keyboard shortcutMy Open Tickets View is Duplicating tickets
Hello, We noticed that our My Open Tickets view in Zoho Desk is adding 2 extra tickets for the same ticket. This is happening with all of my team members. All 3 have the same ticket number and if I go into the Agent Queue and look at mine or anyone else'sDefaulting to Search in All Departments
The standard search for Desk defaults to a specific Department. You can broaden the results by switching to Search in All Departments, but this change doesn't persist. Is there a way to set 'All Departments' as the default search scope?Help Center - Close ticket button
Hi Zoho Desk Team, Basically in Help Center Portal, when there is no active blueprint there is a "Close Ticket" button in the requestors view of the ticket. But when a blueprint is active, there is no more "Close ticket" button. So my question is, isUNSUPPORTED_MEDIA_TYPE when using the end point /sendReply
Hello there, I am trying to do the following in a custom function: 1. render template 2. add information to template, which I can't configure directly in template (placeholders are not offered) 3. send template as ticket response Unfortunately I alwaysRestrict and Enhanced Agent View Management in Zoho Desk
Dear Zoho Desk Support, We are writing to request an enhancement to the agent view management feature within Zoho Desk. Currently, the platform lacks granular control over agent views, limiting an administrator’s ability to streamline workflows and ensureHow to share tickets automatically between departaments
I have a problem where an agent opens a ticket to another department, which he does not have access to. This lack of access means he cannot send emails or see the tickets on behalf of the technology department in this instance. When he opens this ticket,Enhance Activity Reminders with Custom Actions and Workflow Integration
Dear Zoho Desk Support, We are writing to request an enhancement to the activity reminder feature within Zoho Desk. Currently, we can set reminders for calls, tasks, or events as pop-ups, emails, or SMS messages. While these options are valuable, theyCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, GreenDomain Mapping issue in ZOHO Desk
Dear All Our Domain is Controldesksolutions.com .We are trying to do domain mapping and its asking for add CNAME entry in DNS site . we have already add CNAME to our hosting site . and add subdomain support.controldesksolutions.com but we want to mapCreating a ticket without selecting a contact
Hi, Is it possible to create a ticket without selecting a contact? If no, why is it required?Boost Efficiency in Your Tickets Module with Zoho Desk Extensions
Hello Everyone! This week, we shall explore how extensions can bring about magical moments to your Zoho Desk Tickets module. ZylkerProperties is a leading real estate firm specializing in land development, office spaces, and extensive infrastructure forTicket's reply via email
Is it possible to reply a ticket via email instead of entering the ticket system ? ThanksCannot create KB articles in Desk Sandbox
I would like to test some knowledge base help center organization in the sandbox test environment. I can not add any articles because I cannot add any categories nor publish any articles in sandbox mode. When I attempt to create a category I get a noticeCan we edit the system field label in Zoho desk
Hi Team, We were evaluating Zoho desk for the internal query ticket handling tool. Some of the field names are misleading. So how can we rename the field label name atleast. Contact name to Requester name Ticket owner to Agent NameInitialize ticket ID value
Hello, I have a question: Could I initialize the ticket ID to a value? For example: "2014001" Best Regards.Custom Ticket ID format in Zoho Desk
Hi @Ash | Zoho Desk , I just saw your response on this ticket https://help.zoho.com/portal/en/community/topic/custom-ticket-number-16-2-2018 regarding custom ticket id configuration in Zoho Desk but couldn't find same settings in my Desk accountCustom Ticket Number
Is it possible to set the ticket number to start from a custom value? For example we did trial testing and used ticket numbers #101 - #115. Would it be possible to roll out the program to the rest of our employees with ticket #1001?Custom Ticket ID's
I would like the functionality to create custom ticket ID's within Zoho Desk. This would come in handy for sureLooking for best practices with regards to the formatting of articles
We are very much struggling with the formatting of articles. Ideally we document everything in-house and then upload those documents to Zoho Desk Help Center or copy-paste the text into the editor, but bold text no longer looks bold; format of headings disappear, etc. Please share any best practices so the style of our documentation stays consistent, and we don't loose too much time on all of this. Also wondering how you easily export articles into one bundle, to turn into a user guide or sth? Thanks!Changing Contact associated with ticket
Hello, we have been using Zoho for about a month now. We have our support email set up, but customer are still frequently messaging our sales reps for assistance instead of our support Zoho email. Our sales reps forward the emails into the Zoho supportNotification that a ticket has been assigned to an agent?
Is there a setting for a notification for the user that their ticket has been assigned to an agent? I know that there is a email notification that goes back to the user when their ticket is submitted, but is there also one (or a way to create one) thatIncluding Moved Tickets in Department Report
Hi, All the tickets we receive comes through one department and then they re-assign the tickets to the other relevant departments. Is there a way to include all tickets that have been received to the main department in a report including the ones thatAutocreating many Tickets, if client sends autoreply
Hi, with subscription the invoices are automatically sent monthly. When the bill recipient is not in the office, the people often have an autoreply set in their email program. As a result, Zoho Desk is constantly creating e-mails as new tickets. The ticketRequest for Assistance with 3rd Party API Returning 500 Internal Server Error
Hello everyone, I'm encountering a persistent issue with Woocommerce Rest API that I am integrating into my application. Whenever I make a request to the API, I receive a 500 Internal Server Error response. I've checked the following: Verified the endpointIntroducing Cliq Notifications for the Activities modules
Hello everyone, The Zoho Desk - Zoho Cliq integration allows agents to get instant notifications when various actions are performed on a ticket, for example when a ticket is created, when the status is changed, a ticket is escalated, and so on throughHow to manage emails, Outlook and ticket
Hi, We are using Outlook for our support@ email, and I want to move to Zoho Desk. We receive many emails, some automated, some from customers, and some calendar appointments. I guess we need to get used to utilizing Zoho Desk as our main email client,Don't allow agents to remove Happiness Rating
We have Happiness ratings turned on for every reply since we don't send out a separate notification for closed tickets. Some agents have realized they can just delete the rating widget from their message when they are sending out a reply to a customer.Next 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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