Multiple "From address"
Our company has 2 support team mailing lists. Can we register 2 "From address" ?Ticket creation notification only when ticket is created by a customer
I want to prevent a notification from being sent to a ticket recipient (customer) when the ticket is created by an agent, and only send them when a customer creates a new ticket via email or help center. How can I best create this as a rule? Would itCategory and Sub-Category not mandatory on pre-created ticket
Hi, We have our support email address that is automatically forwarded to Zoho Desk so it automatically creates a ticket for each email. The issue I'm having is that these tickets can then be closed without having a Category or Sub-Category set, despiteCustomization of Ticket Data on View
We are moving from one support desk software into Zoho Desk. So far we love a lot of the feautres and options. One thing we can't figure out though is customizing what ticket information we see on the ticket views page (using Classic or Compact, not modes).Setting default filter in 'My Open Tickets' view
Hello, Is it possible to set a default filter in Desk for the 'My Open Tickets' view? Either for everyone or just an individual user? I have to keep manually setting the filter to 'Due Date' | 'Today + Overdue' but it would be useful if this was set byDefault Email Templates - Zoho Desk - iOS
Hello, Everyone! In the latest iOS version(v2.8.11) of the Zoho Desk mobile app, we have enhanced and revamped the email templates functionality. Here's what's new and improved: Default Email Templates: You can now mark a template as 'Default' directlyDefault Ticket Listing - Zoho Desk - Android
Hello, everyone! In the latest Android version (v2.6.21) for Zoho Desk mobile app, we have brought in support for the 'Default Ticket Listing' feature Previously, the classic ticket list was the default option. Now, with the Default Ticket Listing feature,Layout and Validation rules for Quick actions - Zoho Desk - iOS
Hello, Everyone! In the iOS version(v2.8.10) of the Zoho Desk mobile app, we have extended support for Layout rules and Validation rules in Quick Actions for the Tickets and Tasks modules. When a layout or validation rule condition is satisfied, an intermediaryCustom Modules - Zoho Desk - Android
Hi, everyone! In the Android version(v2.6.20) of the Zoho Desk mobile app, we have introduced support for custom modules. Related Items Support: You can now link custom modules with Tickets, Contacts, and Accounts, allowing a integrated view of your data.Zoho desk - current subscription and number of users
Hello Please can you confirm our current subscription and number of users for Zoho Desk Currently looking at expanding number of users - additional 5 users Please can you advise available bundles/options which may be more cost effective Regards PaulCustomer Tags (For Accounts & Clients)
Hello, Is there a way to add tags to the accounts and contacts? For some perspective, we have some accounts that have multiple clients but not all of our clients have permission to request certain things. We would like to have a way to tag the clientSetting a default from address per team
Hi, We have setup 2 teams within 1 department. We have also setup 2 "from" email addresses. I would like to setup the system so that each team sends from it's own "from" address. Can someone tell me how to set this up? Agents can select the "from" addressEmail template for new announcement
Hello, We need to translate the email template when a new announcement is posted and send to the followers. Unfortunately, I couldn't find where to do it. Is this possible? Thanks in advance, Kind regardsUnable to save Blueprint in Zoho Desk.
Hi I have created a blueprint in Zoho desk which has 14 states and upon saying it says " Unable to process your request". You can refer the top center of the pic for Reference. Can anyone help!Zoho Desk Web Forms Embedded to Zoho Sites | Captcha Image Issue
Good day Zoho team, I created a web form in Zoho Desk and embedded the code to Zoho Sites under the Contact Us page in the website. The web form consists the ff.: First Name, Last Name, Email, Phone Number, Description, and Captcha. In Zoho Sites, TheFacing issues when integrating the ASAP SDK for Flutter into our application.
I am currently working on integrating the ASAP SDK for Flutter into our application. We have encountered difficulties during the integration process and are seeking technical assistance to resolve these issues. Details of our integration efforts: - SDKImplement JWT Authentication Mechanism for Help Center
Hello everyone! This feature is released in a phased manner and will be available only to those who request for it. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. In theHow Do I Add a Tag to Multiple Tickets?
I'd like to be able to select multiple tickets and apply the same tag to all of them, but I don't see any way to do that. Is this possible? Thanks, CelesteFeaturecast Story 17 - IM via the Desk mobile app
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 17 - IM via the Desk mobile app Carry your support desk wherever you go! We're delighted to introduce you to our Zoho Desk's IM mobile software development kit (SDK). Zoho Desk is the firstMaster the Customer Experience Suite: Join our workshops to elevate your customer experience
Zoho's CX workshops have expanded to more cities this year, and we're excited to meet you all! Here's where we'll be: April 10-11, 2024 - Johannesburg, South Africa May 8-9, 2024 - London, United Kingdom May 13-14, 2024 - Paris, France May 16-17, 2024WhatsApp Integration
This integration empowers you to provide live support through WhatsApp, right from within Zoho Desk. When customers message your business on WhatsApp, your agents can choose conversations and respond to them without leaving their help desk. Agents can reply to customers, send attachments, and resolve issues, all in real time. Zoho Desk helps you keep track of these conversations by logging them as tickets. If you tried the beta feature, please share your feedback below. Your feedback will helpzoho desk ticket permission issues
If I want to set up a desk account for sales, with the purpose of allowing them to see the status of tickets opened by contacts they are responsible for, how should I divide the permissions? Because no matter how I adjust the sales settings, they mayDuplicate tickets when department emails are copied
We use Zoho Desk and have four separate departments with four separate workflows. If a ticket is moved or someone CCs a department email in a different department, it creates a new ticket in the different department and creates another new ticket in theDifferent Ticket Templates
When will it be possible to have multiple ticket templates / layouts? We different types of requests that require us to collect different types of data. Some fields on some tickets would not be relevant for other types of support requests. We do not want to flood the ticket with fields to cover every kind of support request. It would be really helpful to be able to customize a ticket template or layout depending on the kind of service request.Enhance data security with standard field encryption
Hello everyone! This feature is being released in a phased manner and is currently available upon request. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. In an age whereZoho Desk + Zoho Booking automatic email
Hello, hello, We've been using Zoho Desk for a few years and we're now looking into also using Zoho Bookings. I have installed the Desk <-> Bookings integration. Using "Workflows" in Zoho Desk, is there a way to automatically send an email reply for aHow to Show Full Email Thread By Default?
I have a filter set up to forward emails to Zoho Desk. Right now many of them are coming in with the main content of the email hidden until I click on the little button with three dots. I would like entire email thread to be shown by default so that IWeb forms on the customer portal
Good morning, all I am in the middle of a issue i can not figure out based off the info i am searching for online. I am looking to create a new hire form that asks a few questions like name, dept and if they need a pc, software access, etc and i thinkDesk doesnt ask to save draft of new tickets. Lost hours of work.
Im hoping someone here can help. I spent the last few hours typing a new ticket (not a response). I left my computer for a minute, came back, accidentally brushed my keyboard, the screen refreshed and now the last 2 hours of work appears gone completely.Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente
Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente! Isso é ruim pois so,os em 5 agentes e o cliente fica sem saber com quem ele está falando, pois tentei procurar configurações que pudessem ter esta opção, mas até então não encontrei.ZoHo Desk Email Signature
Hi, There are two things missing from the signature part of ZoHo Desk Variables in the signature for example User.FullName Global Signature "Best Regards, {{user.FullName}}" By adding "1." we can have a template that our agents can just paste to the systemzoho desk Deluge question
I tried to update the Email Content to a Ticket and write to custom fields, which went relatively smoothly. However, I encountered the following issues: 1.I managed to extract the contact person's email from the email content. How can I use the contactLinks in Ticket Aren't Clickable
Sometimes the links in my ticket (created from an email) do not open when I click on them. I have to copy and paste the URLs into my browser in order to follow the links. When I view the email in Zoho Mail, the links are formatted as links and I can clickLink an existing Asana ticket to Zoho
i would like to add/link an existing asana ticket to a new ticket in Zoho Desk. How can i link those too?UNAUTHORIZED Error when connecting with make.com (Integromat)
I'm getting this error when I'm trying to connect with the Zoho Desk Module in Make.com (Integromat). I have put the correct Orginisation ID from Zoho Desk > Settings> Developer Space > API > API Authentication. I am also using the correct Domain ExtentionNo "ticket updated" email notifications received by client?
With an existing ticket, when an agent updated the ticket, I'd like the system to send an email notification to the client and let him know that the ticket has been updated. That's all. Sounds simple but I have not been able to figure out how to do it. In Setup-->Notify, there are only notification options for "public comment". My issue is that when an agent responds to an ticket via email, it is treated as "reply", not a "comment". Hence no notification is generated. My ask is simple - How can IDesk API to List all tickets does not return resolution field or any custom fields
It brings back many fields but not resolution or custom fields. How do I access these fields via API? Regards, GlennBlueprint not working.
Is there some issue going on? I'm not able to work on the ticket per the blueprint, as soon as I assign the ticket to me, the screen freezes. Setup is>> New Ticket>>Blueprint(Assing)>>In progress>>Blueprint(Comment). Not working while assigning the ticketHelp Center Sign Up Form -- Add Account/Company
Currently, the Help Center Sign Up Form only has Name and Email address fields, not account/company. Is it possible to add Account/Company field in the Help Center Sign Up Form so that when Zoho Desk admin got the email notification (as Moderator), theSLA Rule Execution
Hi Team, when ticket comes in to portal it gets assigned to some department and SLA gets started. when department open the ticket on next day and check the details then they decided to move it to different department. this scenario SLA should start for department on the basis of moved ticket time. not on the created time. please advice us on it, as we can create SLA when ticket on the basis of ticket moved time.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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