Report on time from Ticket Open to Ticket Close
We do not track the TIME ENTRY on each ticket, and want to create a report using the Ticket Created Time and the Ticket Closed Time to track the time spent on each different classification and per Agent.Create tickets on behalf of the sender while forwarding emails from a CONTACT
I am aware of the setting "Create tickets on behalf of the sender while forwarding emails" however this only works when forwarding email from an Agent - is it possible to make this work when forwarding email from another contact to the desk? We use the help desk as an internal support helpdesk for our company so we often have the scenario where emails are forwarded from one of the contacts to the support desk, the agent then changes the ticket contact to the original sender but the reply to addressAdding Departments in Multi-brand Customer Support
Hi, I would like to know if is possible add more than one department for each help center when I'm using Multi-brand ?Can you use variables in Desk specific views
I would like to add a specific view to Desk that uses the loginuser variable. Is that possible?Dive into GC Flow Metrics
GC metrics offers detailed insights into every step of the customer journey and help businesses identify necessary adjustments for optimal bot performance. Dive into conversational metrics for your bots and unlock the full potential of your automatedZoho desk webhook security
We are integrating webhooks to listen for all kinds of events on tickets. Wanted to understand how we can achieve that securely. How do we verify that the callback that we receive at our end actually generated from zoho? Is there any for of encryptiTask open for Agent upon Account creation
Hi guys, im trying to build a workflow that will automate creating a task upon Account creation for the CSM department, Once i buikd the workflow i can only notify by email the New Account owner upon creation of an Account, however i want to the CSM AgentAdd Knowledge base in our website
Hello, We would like to pop only the knowledge base articles to show when a button clicked in our website. How we can achieve that?POST product not working, getting same response as GET method
Hi, so I am using desk.zoho.in/api/v1/products to post a new product, with a json body in postman, but the method is not working, and the response I get is the all-products as we have from GET method i checked the method type and the payload curl -L 'desk.zoho.in/api/v1/products'ZOHO Desk Ticket notification
Hi all, I have few statuses which are on CLOSED state, i need to customize the notification in a way the only ticket that are closed on a spesific title will be sending out emails, For example: I have one title "Done" and one which is "Managed in a differentIncorrect blueprint transition warning
This has started to happen from time to time since a few weeks. The transition dialog window displays a warning message which states "You do not have any more transitions to perform" when we select a transition on a ticket. The proper transition options do show up when you refresh the page. This causes some agents to scratch their heads and ask for help which is solved immediately when I refresh the ticket page for them. This is an unnecessary waste of time. Please look up for the root of this problem.Custom text field for ticket classification
Hi, Is there a way to include a custom text field when assigning classifications to Zoho tickets? We have 7-digit references we need to be able to include somehow in tickets for reporting purposes. This will help us classify tickets to individual customers.Multiple email addresses
We have tickets that use the same e-mail address for multiple people in one office. When we create a account with that persons name and they share a e-mail address with another person in their office, we cannot input the e-mail address in to that personsIssue with Desk Extension: Invalid ConnectionName
Dear team, I encountered an issue with my desk extension recently. I have been utilizing the desk extension for a while now, and it has been functioning smoothly until yesterday. Suddenly, I encountered an error message indicating an "Invalid ConnectionNameHappiness Rating Multiple Emails
Hi ZohoDesk support. We need assistance regarding the multiple emails we receive when we enable our Happiness Rating. Kindly advise on this please. Kindly refer to below and/or attached screenshot.Creating a Zoho CRM deal from a ticket in Zoho Desk
Hi, We have just started trialling Zoho One, and I am trying to automate getting a deal in CRM to be created when a user submits a ticket in Desk. What is the simplest way of doing this? Thanks in advance, TerryHelp Center | Time to bid farewell to the RAuth (Remote Authentication) mechanism
Hello everyone, Deprecation of Remote Authentication mechanism The Remote Authentication mechanism for the Help Center will soon be deprecated, so we request that all existing users who depend on it migrate to JWT or SAML as quickly as possible. In today'sMaking one department's tickets availble to all end users
I appriciate this request may be a very specific use-case, but here goes. My company will be using desk as an internal helpdesk for various departments (2 to start with) People (aka HR) Users will submit personal requests to the People team re pay/contracts/employmentComment Pinning
Hi Zoho Community, We request to add this new feature - COMMENT PINNING. This will help us pin an important comment atop from incoming/outgoing threads instead of adding new comments that will be flooded with new threads. Looking forward from your updates.Hide WhatsApp Icon in Tickets
How can I hide the WhatsApp icon in the Contact Info of a ticket? We do not use it and I don't want to confuse my agents.Can not get Custom Module to show in Layout
I have created a custom module called "systems" and have added it to my required layout. But I can not get it to actually display to the help center end users : If I click on the gear then there are no options for permissions, I've gone through all ofDisable translation of e-mail messages in web version of Zoho Mail
Hi, Recently when I open e-mail messages I get a ribbon offering me to translate if the contents of the message is in a different language from my interface language. I am OK reading [and I do receive] e-mails in multiple languages, so I don't need translation.Unable to retrieve Ticket activities
I have the following scope, Desk.contacts.all,Desk.products.all,Desk.settings.all,Desk.basic.all,Desk.tickets.all,Desk.activities.calls.READ , Desk.activities.events.READ , Desk.activities.READ , Desk.activities.tasks.READ , Desk.calls.READ , Desk.tasks.READSpecifying Today in filter criteria
In looking at custom views, I can't find a way to specify "today" (or now or whatever) as part of the filter criteria. My initial look suggests I can only hardcode a date. I found a post here that asked for this 6 years ago but nothing indicating this400 Bad Request
Dear Community, While accessing the Zoho desk via my custom domain, The webpage returns with a 400 Bad Request error. Kindly, guide me to resolve this issue. Best Regards, Manoj KumarTickets not appearing without Refresh
I have a user who is not getting tickets pushed to his account. He has to refresh the screen to get ticketsZoho Desk - Search Account
Good morning, in Zoho Desk is possibile to show account address instead of phone number (img 2)? We have multiple account with same name and phone number is an useless information for identify right account, address is more usefull and a more readableEdit Department notification "To" properties
I'm looking to edit the Department notification that alerts all agents of a given department when a ticket is moved to their department. Rather than notify all agents, I'd like to only alert the Support Administrator(s) of the receiving department. IsZoho Deluge Help - Search Records on custom field value
I have created a function that searches for tasks on Zoho Desk based on a custom field. When executing the code, it fails with the following: {"errorCode":"UNPROCESSABLE_ENTITY","message":"Extra query parameter 'cf_ticket_scheduled_date' is present inZOHO DESK guided conversation responses
Hi I have been using a block with customer rating for our whatsapp integration. It works, customers can rate us... But what can I do with those ratings? Is there any way to link it to the actual customer satisfaction module? Or is there any way to haveGetting a notification when a new article is being posted on KB (Knowledge base)
Hello Community. I've been using Desk for some weeks now (with great pleasure ;-) ). I've been asked by my people if it was possible to get an email notification when a new article is being posted in the KB. Is that possible ? I don't see an option. ThanksBuilding Extensions #5: Configuration setup while building extensions - Part 1
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. With our series of posts so far, we have introduced you to our development environment setup (Sigma) to buildGuided Conversations: A catch up on self-service
From ordering food by scanning a QR code to booking an appointment at the doctor's office without having to talk to anyone, we all appreciate being able to get things done independently. This is why it's an unspoken requirement to make customer serviceInitiate meetings from the Tickets interface using Zoho Meeting extension
Hi everyone! With the new integration between Zoho Meeting and Zoho Desk, you can now easily schedule and initiate meetings directly within the ticketing interface, without the hassle of switching between different platforms. This integration empowersExport blueprint as a high-resolution PDF or image file
This would be a good feature for organizations that want to share the blueprint process with their employees but don't want them to have access to the blueprint in the system settings. At the moment all that users can do is screenshot the blueprint orExporting to a new Zohodesk
We need to do a data migration from our ZohoDesk to our client's ZohoDesk so they will get the emails, threads, and comments + chats that were populated from SalesIQ. How can we do this seamlessly?Undo article like/dislike
It seems to be not possible to undo your like/dislike for an article. Would be great if you can. Kind regards, HelenZoho - Please explain difference between Thread view and Conversation view on Ticket
I have reviewed the help document here but am still not clear on the difference between the two views. As an example, I just had a back and forth on a ticket: - Customer emails support email. - I email back from Desk. - Customer responds back. - I email back from Desk. On the upper left drop down box on the ticket Zoho Desk now says this is "4 Threads" and "4 Conversations" . How is that 4 threads?? By my count it is 1 thread and 4 conversations (assuming by "conversation" Zoho means number of totalOnline agents aren’t appearing online in Headquarters
We’re having an issue with agents setting their status to Online, and it usually sticks for a few minutes, sometimes a couple hours, but suddenly the round robin assignment stops assigning tickets. When this happens, I check the Headquarters page andSlow Ticket Creation
Good Morning, We have 2 emails for Zoho desk support@ and logistics@ we are finding the logistics@ email keeps getting delayed tickets. Had a ticket time stamped 8:15 am but did not show up in Zoho Desk until 9:49 AM This is the second time we have hadNext 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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