Linking tickets
The ability to link tickets, having one being the master ticket and others being child tickets would be awesome. Last week we had some issues that affected customers in different ways, but was all related to the same thing. Grouping them would be very helpful.SLA - Stop Email Notification
After establishing SLA Rules for tickets, I am receiving an email notice for each ticket if the agent does not respond within 2 hours. Is there a way to only receive notifications through feed or something similar, rather than receiving an email alertRule and Custom Function Help
Hoping to get some help on my idea with our ticket creation. We currently have our own support email that receives numerous requests from end users. There are certain requests that I will be forwarding to our Zoho Desk email and a ticket is automaticallyhelpdesk invite emails are not getting through
I am trying to register to the helpdesk for my trial account (rivery) in the helpdesk settings, i unchecked the "Moderate customer sign-ups in the Help Center" So the user i create should get invite email once i create it however - the invite emails areZoho Help desk down
Hi support team, May we ask for estimated up time for Zoho help desk portals? One of our departments that has a separate help portal is not up Please see the screenshot of error below for reference Tried to check on your status page however it seems thisIs there a script to remove/hide Department field from new ticket form and default to our default Department?
We have two departments that handle tickets. BatchMaster and Product Management. BatchMaster is the default and the only department where new tickets should be submitted. Tickets transferred to Product Management should be visible in Help Center but weChanging agent-availability per department
I'm looking for a way to manage "online/offline" agent-availibility on a per-department basis. We have agents who are members of multiple departments, and we need a way to quickly and efficiently include/exclude them from round-robins. I read an articleOpening the Right Pane Automatically
Hi all, I'm finding that I can use the UI ROUTE_TO method to open the left panel widget, but not the right "Marketplace" panel. Is this a bug, is it by design, or am I doing something wrong? // This works ZOHODESK.invoke("ROUTE_TO" , { entity : "extension",How to retrieve details of current page from widget?
Hi, Does anyone know if there's a way to retrieve the details of the user's current page from a background widget (or any other for that matter)? When user navigates to a page, I want to check what type of page it is (e.g. ticket detail) and then decideEnd User support for Customer Portal Export
We have had requests from end users to be able to export their tickets from the customer portal. It would be great if you could implement a feature that allows the end user to export their tickets. And if they have visibility to all tickets in their organizationEmail notifications from Zoho desk delayed
Hello Zoho Team, I was working on email tickets with Zoho desk and I noticed that email notifications for ticket follow ups were greatly delayed. Responses from agents who directly replied on Zoho desk would take about 40 minutes to show up in my emailWorkflow Rule to Change Ticket Subject on Creation
Is there scope with Zoho Desk Professional to have a workflow rule that can manipulate the subject of a created ticket? Am looking at options for auto-forwarding email from a notification mailbox into Zoho Desk and am looking to see if I can strip theAutogenerate unique usernames for Community Forum
Hi, we are a 2 sided marketplace like Airbnb and we use Zoho Desk's Community Forum. However, we do not promote it to our customers because it does not autogenerate unique usernames. Zoho's software allows people to use their full name, which we don'tPossible to populate help center user phone number through SAML login?
We are using MS Entra ID (formerly AAD) as our IdP. I want to be able to populate the phone number in the user's help center profile using SAML claims. Is this doable?EMERGENCY! Web-to-request form error
Since 14th of october, when submitting a request through a web-to-request form, an error occurs. IE says page cannot be displayed (a zoho webpage), mozilla says nothing. The request doesn't arrive. I experience this problem with multiple accounts fromHow can i Setup an auto-reply when clients reach us by email in Zoho Desk?
Hi, I would like to setup an auto-reply so when people sent us an email, when the task is created we send a replay to their email for example: "thank you for reaching us, your issue will be fixed shortly". I didn't find where i can set that, can you helpOptimize ticket management with Mass Revoke Blueprint and Skip Reply in Blueprint Transitions
Hello everyone! Blueprints play a pivotal role in shaping a seamless customer service experience, serving as the architectural foundation for efficient ticket resolutions. They provide a structured framework that guides support teams through predefinedSDPlus Delete Support Respresentative
SDPOndemand i.e. SD PLus we need your help to delete Support RespresentativeCan't create a ticket reply via API
Hi I've been checking this: https://desk.zoho.com/support/APIDocument.do#Threads#Threads_SendEmailReply Trying to figure out how to send a reply to a ticket, but I get a 500 Error whenever I try it: { "errorCode": "INTERNAL_SERVER_ERROR", "message": "AnFeaturecast Story 11 - Embeddable chat link
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 11 - Embeddable chat link What are the benefits of using a chat link? The chat link feature lets customers click on an auto-generated chat link (also called the reference link) and useCustomize ticket questions
Hi, I wondering if that possible to customize the question in a ticket? I mean besides the standard questions like contact name, account name, etc. Thank you in advance.Error: Zia powered by Chat GPT (Zoho Desk)
See attached image. I get this error when trying to use Zia powered by ChatGPT in Zoho desk. How can I fix? Yes, I do have credits in my OpenAi account and yes I've confirmed the API Key is accurately added into Zoho Desk...Thanks for your help.Zoho Desk - Works Super slow and Lagging
Hello, Zoho Desk works too slowly. I have already called support several times. Each time Zoho support tells me to try it in private mode on the browser. But this solution doesn't work, same effect. We need a better Solution. Our support team cannot workZoho Desk now integrates with Google Chat
Greetings! We're thrilled to share that Zoho Desk can now be integrated with Google Chat. This integration creates a powerful solution for businesses seeking to enhance collaboration, facilitate seamless communication between agents, and streamline customerRegister Today for the Upcoming Webinar - Measure and improve customer service operations
Hello all, Here is a friendly reminder for the last session in our webinar series. Webinar Topic: Measure and improve customer service operations Date & Time (PST): December 20, 2023, at 11:00 am | Registration Link: https://zurl.co/5gIP (IST): DecemberZoho Desk Extension template: React + TypeScript
Hi, I have just shared a template of a Zoho Desk Extension built with React and TypeScript: https://github.com/wiiisdom/zoho-desk-extension-react-ts I want to share it here, I am pretty sure it can be a nice replacement of `zet init` if you want to haveBest way to clear the response due date in deluge?
When trying to reset the response due date to empty programmatically, I get an internal server error The format works for resetting the due date but not the response due date, is there a specific format I need to use for response due date instead?Monthly Release Round-up - November 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Search tickets in My Area using views and custom filters My Area in Help Center is one place where customers can view all the ticketsLight Agents permission to edit ticket fields
I have a number of Light Agents who get tagged in tickets to provide knowledge from other departments. I would like them to be able to update the ticket fields when they are working on the ticket, e.g. number of hours they worked on it - is it possibleUnable to Expand Zoho Desk Replies
Hi, There appears to be an issue with Zoho Desk UI as I am unable to expand my replies. I have cleared browser cache and tried multiple browsers with no luck. Regards, Free Zoho CRM Extensions Record Analytics - Embed dynamically filtered Zoho AnalyticsCapture initial priority
We are looking for a way to capture the initial priority of a ticket. For example if a ticket is entered as 'High', but is subsequently lowered to 'Medium', we'd like a way to track that it was initially higher (or in some cases lower). I understand howRegister Today for our Upcoming Webinar - Extend and Scale Up Customer Service Operations with Developer Tools
Hello all, Here is a friendly reminder for our ninth session in the webinar series. Webinar Topic: Extend and scale up customer service operations with developer tools Date & Time (PST): December 18, 2023, at 11:00 am | Registration Link: https://zurl.co/ZrRTAllow author to select which languages for Auto translate on a per KB basis.
Auto translate works great for many KB documents. But some complex ones still need the human touch. It would be great on a per KB to let the author check off which languages to go ahead and let the system auto translate and which ones should be manualCustomers cannot receive e-mails from Desk
Hello, We have this issue with one of our support tickets. When trying to e-mail a customer, they do not receive our e-mails. When looking into it, I found this error in our support@ e-mail inbox: This message was created automatically by mail deliveryIs there a way to view closed tickets in status mode?
Hi, Is there a way to view closed tickets in status mode? Thanks,Zoho Desk iOS app update - Enhanced Contacts & Accounts Management
Hey everyone, In the latest iOS (v2.8.4) update of the Zoho Desk mobile app, we're introduced an option to add, edit, and delete Contact and Account within the app. With these new functionalities, you'll now have the power to make quick edits, add newZoho Desk Auto Reply from a default email address
Hello, I have set up two rules in Zoho Desk: 1. Assign ticket to whoever edited it - when an Agent replies to a ticket, they become assigned to it automatically. 2. 3 different auto reply rules based on holidays/business hours These rules have been setThe limit of Time has reached its maximum 15000
What does this failure mean in a desk custom workflow? jackFeaturecast Story 10 - Block abusive customers
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 10 - Block abusive customers How do you handle abusive customers? Abusive customers can be a nightmare for business owners and customer-facing staff. They can be loud, disruptive, threatening,GrassHopper VOIP Integration
Does Zoho Plan to integrate with Grasshopper to allow the Telephony hookup in Zoho Desk? If not, Can this be passed along for considerationNext Page
New to Zoho Recruit?
Zoho Campaigns Resources
Announcements
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, it helps to have peers or friends around you saying, “Everything will be okay.” They speak to you in common or shared language. But your inner voice comes to you in a truly uplifting language that stays close to yourZoho 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
Most Discussed Topics
How 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 theActual vs Minimum
Hi all, I am sure I am not the only one having this need. We are implementing billing on a 30-minute increment, with a minimum of 30 minutes per ticket. My question is, is there a way to create a formula or function to track both the minimum bill vs the
Zoho Subscriptions Resources
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
ご検討中の方
Zoho Sprints Resources
Zoho Books Resources
Zoho Projects Resources
Zoho Orchestly Resources
Zoho CRM Plus Resources
Zoho WorkDrive Resources
Migrate to Show’s New Community
A place to share, discuss and stay updated about everything relating to Zoho Show presentations.
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho Creator Resources
Zoho CRM Resources
Sticky Posts
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
Top Contributors
Shivani | Zoho Desk
Jeff | Zoho Desk
hisham
Sven
Sady Ruiz