Upcoming Webinar on Validation Rules in Zoho Desk
Hi everyone, We are excited to announce a webinar dedicated to helping you master the validation rules in Zoho Desk. This webinar is scheduled to provide you with the insights and knowledge you need to effectively use validation rules to maintain dataZoho Desk's Instant Messaging Update | Connect with customers via WhatsApp from the Tickets module
Hello All, We are excited to announce an enhancement for the Instant Messaging module: you can now send outbound WhatsApp messages to your customers from Desk's Ticket module. Outbound WhatsApp messages can be sent to one or more recipients' mobile devices,Introducing accessibility personas for an inclusive Zoho Desk experience
Dear Zoho Desk users, As part of our ongoing effort to make our platform accessible and user friendly to people from all walks of life, we have taken another step in alignment with the Web Content Accessibility Guidelines (WCAG) to provide a positiveAgent image not showing up in Desk
Hi, the image of the Agent is not showing up in Zoho desk to the users, see screenshot. Although, there is an image added to the agents profile the privacy setting for the profile image is set to "everyone" under account settings. See screenshots attached.Disable old contacts
Hi :) I would like to mark old contacts as obsolete that are no longer employed by the corresponding company or similar. It is not spam and I do not want to delete the contacts/tickets as they might contain valuable information. I don't want users toSend an email to a specific ticket
Based on an option we had in a different system - we could generate an email address that's specific to a particular ticket, so when we send an email with this address in BCC, the message also pops up in that ticket. The issue is that Zoho doesn't supportFlexible Holiday Configuration in Zoho Desk
Dear Zoho Desk Support, We are writing to request an enhancement to the holiday management feature within Zoho Desk. Currently, holidays can only be configured as full-day events. While this is suitable for many occasions, it limits flexibility in managingHow do I setup receiving a notification when a new ticket is created?
I have the free edition of Zoho Desk, and want to receive an email every time a contact/user submits a ticket.How to add subAccount in the account
How to add account into account e.g Tata Group Master account Tata Trust Child Account Tata consultancy Child Account Tata Infra Child Account and then i should be able to add contact with any of the accountsTemplate and Text formatting in Ticket Resolution
Hi, is in Zoho Desk the possibility to create and use templates for the resolution field and/or is there a way to format the text in the ticket resolution box? Thanks in advance. BR[Channel Integration] Unable to sync with External Service
Recently I tried to do channel integration, the pack was created, uploaded to sigma and installed in zoho desk. I was able to created ticket and thread as well using this endpoint: https://desk.zoho.com/api/v1/channels/{installation_id}/import The issueI have created the CNAME record, but it is not working
I have tried different methods, but nothing works. I have ensured the configuration is correct countless times, but it still does not work. I have tried doing an nslookup, and it does redirect, but when I try to ping, it does not reach the destination.Auto Close a ticket
Good day, I am looking for a way to close a ticket if there is no response from the customer for more than x hours. I have read various posts about supervision rules, but none fit the ultimate goal. The idea would be to create a rule. If a ticket is inIs there a listing of special characters that not allowed in picklists
Is there a list of which characters are classified as "reserved" or "special" that are not allowed in picklists?Change the predefined email adress for answering tickets in Zoho Desk
How can we change the predefined email adress for answering tickets in Zoho Desk? How can we asign different email adresses to diferent groups of Agents? Is it possible to autoselect the predefined email adress depending on a particular field of theCommunity Forum
How can I create an announcement ?Persistent "Always Offline" Issue with Zoho Desk
Our team has been experiencing persistent "Always Offline" status, which is severely impacting our ability to serve our customers effectively. We need your assistance in resolving this problem. Could you please: Investigate the root cause of this "AlwaysOverloaded Notification Center?
I'm the administrator of Zoho Desk, so all the rules involving connections, scripts and activities are on me. For example, adding a comment in a workflow results in it being under my name in that ticket. Is that why I keep getting notifications on ticketsZoho Desk - Is it possible to build an approval workflow that keeps track of changes?
Hello, I have a requirement that I need to work on that is an approval workflow. Basically it's for negotiations and an agreed upon prices goes for approval. If rejected, the price would need to change but we'd also like to see the old prices/iterations.Apparent bug
Good day. On a custom module, the value does not update the first photo; is the value it shows while editing in the edit layout. The second view is from the same layout but in view mode. Field Value from the Edit Screen Field value after savedBrowser information through ticket submission
Morning all, I'm part of a businesss looking at potentially using Zoho, and before we further consider making the switch, I'd like to know if it's possible for us to know what browser that a client is using when they are submitting a ticket. This is incrediblyNEW RESPONSE CLOSED TICKETS NOTIFICATIONS PROBLEM!!!!
Dear All, We have a big problem with Zohodesk. As you know, when a ticket is closed, the customers can continue to reply to the same ticket via the same email chain. To be able to be aware of this situation, we have a Workflow rule to notify our agentsForwarding tickets on behalf of a customer (no ticket creation!)
Hello, I am aware of the possibility to create a ticket in the name of another person (a customer). I wonder how I can manage the following situation. There is a customer ticket and I receive an email in my mailbox (not connected to Desk) and I want toCreate tickets on behalf of the sender while forwarding emails
So I was chatting with Rahul today, thanks for your help. (You guys need to update your support page where it says manually entered tickets are set to unassigned. They are not, they are set to the logged in user but please make that an option to default always to unassigned.) Anyway, our sales and customer service team forward a lot of emails to our support department. Now that we are using Desk we want to just forward customer support requests there. However, we found that even if the support personDirect Assignment rules problem
Hi, I transferred one of our address to zoho desk so it create a ticket. (this part works) Once arrived, I want the ticket to be assigned to one of our teams. So I created a direct assignment rules. Does not work. Where I did wrong? (see screenshoot)Forward email from Outlook 365 to Zoho Desk
Hi everybody, I have a problem with the forward of email to Zoho Desk. When I receive a mail from a customer, I try to manually forward the email from desktop Outlook 365 to Zoho Desk to open a new ticket. I have this configuration active in Zoho DeskExtracting Zoho Desk ticket attachments
Hi, What URLs should we use to extract/copy and load actual ticket attachments from Zoho Desk? We're able to query ticket details and attachment details from the Zoho Desk, and our next step would be to copy the attachments themselves. Thanks for advisingFetch only opened tickets
I am trying creating a custom function to only fetch records with statusType = Open. orgId = "xxxx"; query = Map(); query.put("statusType","Open"); resp = zoho.desk.searchRecords(orgId,"Tickets",1,200,query); info resp; But I am getting this error: {"errorCode":"UNPROCESSABLE_ENTITY","message":"ExtraAssociating contact to account in a closed ticket
Hi All, We do not have ZIA available to us in Australia so when a ticket is received from a new contact I have to go into the contact establish what company they are from and associate to that account. There appears to have been a development pushed throughSearch Operators
Can we add search operators to the desk search? Or the ability to refine a search with advanced filters?Zoho Desk API : Update an articles returns Unsupported Media Type error
Hi, Our domain name recently changed and unfortunately we cannot create a 301 redirect to our new domain. This results in us having to update our domain name references in our ~500 Zoho Desk articles and ticket answers. Since doing a bulk search andAgent Notification: Response from Contacts in the CC
Hey, I have a use case for the notification being sent to Agent when multiple contacts in the ticket respond. Agent always gets email say Contact Person{Case.ContactName} who raised that ticket have responded to the ticket even if the second or thirdUnderstanding Guided coniversation in Zoho desk.
Hello Zoho developers, Understanding Guided coniversation in Zoho desk. Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy. It is a GUI (Graphical User Interface) based, low-code, self-service platformAutomatically assign the ticket creating user as contact of a ticket
Hi, as my topic suggests, is there a way to assign the user creating a ticket as contact of that ticket without me bing forced to look up my own contact "manually". This is for the cases where our own team members from other departments would create ticketsAny drawbacks from removing ID from Ticket Subject in emails?
Zoho's automatically adding [## XXXX ###] of course, but apparently it's possible to disable this function altogether by writing to support. But, are there any drawbacks to that? It's certainly more pleasant to look at from customer view, and sometimesIs it possible to add a custom channel?
As a group of schools, we have a number of people who walk up to our helpdesk. Is it possible to add an "In Person" channel to the Channels list for the source of tickets?Email notifications does not state the correct sender if cc'd recipient has replied
When I get email notifications from Desk when a customer has replied to a ticket, it always states the main customer has replied even if someone that was cc'd in actually replied. I will show an example here:- The below screenshot shows two notificationsIndividual Agent Signatures for automated Mails
Hi there, is it possible to add individual agent signatures to automated responses? For example, if Agent A closes a ticket, the customer will receive our automated "Ticket has been closed" reply. Can we add signatures depending on which agent closesSupport placeholders in links
It would be really useful if we could use placeholder fields in links when creating a snippet. As an example we generate workdrive folders for each ticket and attach the url as a custom field. These urls a quite long so it's nice to include them as hyperlinksAdd a button to help center
Hey folks, I wondered if I could add a submit a request button on my help center on the header toolbar. If possible how can I do so. thanks in advanceNext 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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