Is it possible to send a email to muliple people at once
I have to notify my customers that we cannot service them during the Christmas holiday period and we need to postpone service until a date in Janurary. Is it possible to send a templated email to multiple customers at once? The current flow is to openIt is possible to assign directly the account via API?
I have a contact that is shared with multiple accounts and I would like to define also the account when creating a ticket, via API, for that contact however it is only possible to define the contact ID and not the account ID. There is any way to defineAuto Reply deny list for automated emails sent to Zoho Desk
Hi, We want to implement an auto-reply deny list for domains that send automated emails, which we direct to the helpdesk. There are a couple of posts about this, but in the workflow example below, Actions->Send Alert->Notify Contact isn't an option.Spam Tickets
Hi guys. We've discovered today hundreds of emails from our customers in the SPAM Tickets Folder !!! There are emails from almost all kind of domains but gmail: hotmail, outlook, customer domains, etc. Any suggestion? We have completely lost our confidenceStatic Reports and Dashboard Zoho Desk - Response Times
Can you explain how you calculate the Response Times in the Static Reports please, I have attached an example report of the last 7 days. Some hours seem extremely high in comparison to others Also can you explain how you calculate the First Response Times on the dashboards, and ... Resolution TimeSync Zoho Desk Activities module (tasks/calls/events)
Hi, Unless I'm wrong, it seems that the Activities module in Desk in not syncing as a whole. Only Tasks are. How can I integrate this?Recent articles and Popular articles icons on Knowledge Base page
Hi Zoho, On Knowledge base page, is there any way we can change the briefcase icon to others? I'm able to change other articles icon but not for the Popular articles and Recent articles. Thank you so much for your support, ZohoDefault Ticket View - Table?
Guys, We mostly use the table view to queue tickets. Maybe I am missing it - but how can I set that view as 'default" for all our agents? Thanks JVContacts in Zoho CRM to Desk integration
Is there any way to set up the Zoho CRM to Desk integration so that it imports only Contacts that are associated with Accounts with Account Type Customer? I don't want all of our prospect and past contacts in Zoho Desk.Kowledge Base
How to show the knowledge base on the Andorid app? Regards.Zoho desk integration with AWS connect - looping through agents
We have implemented Zoho desk integration with AWS connect. On AWS if calls are unattended/busy, the system will attempt to contact the agents again. After integration with Desk with round robin settings, we find that if the calls are not attended byCan't Make Requests With Bearer Token in Next.js
Hello, Any ideas why my request would work using postman and python but not within Next.js or node? I'm able to generate the access token fine. My error is: code: 'HPE_INVALID_HEADER_TOKEN', reason: 'Invalid header value char', Any help appreTicket Download feature in Client's Portal
Have been using Zoho for couple of months and multiple clients have requested to provide the Ticket download feature in their portal as they share weekly/Monthly report to the internal team and everytime they raise ticket to provide ticket dump whichhelp.zoho.com locks up Chrome browser
Hello, Any time I try to visit an article on help.zoho.com, it completely freezes every open window in Chrome. This is a relatively new problem, as I have used help.zoho.com in the past with no problem. I tried Firefox and there is no issue with theEnhancements in Reports: Schedule static reports, group date and time based fields using more criteria and more
Hello everyone, We are here with some interesting enhancements in Reports. Let's take a look at each of them in detail. Scheduling static reports Up til now, you were able to schedule default and custom reports only. Now we have extended the schedulingCreated tickets are Automatically Assigned to ME
Hi all, good day. Just like to ask a question regarding the assignment of tickets in our Zoho Desk (Enterprise Edition). Every time a new ticket is created, it is AUTOMATICALLY assigned to me (please see the screenshot). Even if Ticket Owner is taggedZoho Desk Portal - View portal from the customer's perspective (as a enduser)
Hi, In the process of setting up and the planned commissioning of the customer portal, we are faced with the following problems and challenges. Before a customer is activated as an end user and during the actual usage phase, the portal usage should beZoho Desk - SLA
Can I create SLA with number of tickets or site visits on Zoho Desk?Set reply as default
Hello, I noticed that the reply all function is the default for responding to tickets. Is it possible to set "reply" as the default as opposed to reply all? Thanks a lot.Agent creating multiple duplicate accounts
Hello. One agent, in particular, is constantly creating new duplicate accounts in Zoho desk. The following appears to be happening A new ticket is received and automatically assigns to the correct original Account. An agent responds to the ticket andSet custom date creation for ticket using API in Desk
Hi. all.. I want know if is possible to add ticket with custom creation date via API... This would to be great because we are moving from another platform to Zoho and we have need to keep all statistics for old tickets also. In api docs i didnt see nothing about custom date in ticket creation but i would prefer a confirm from comunity/support. Thank you P.S.: Sorry for bad english languageZoho Helpdesk Auto assign
Hi support team, wondering if there is a way to auto- assign a ticket to an agent an reply the workflow we as looking at is end user emails --> zoho creates tickets and informs all agents Agent responds to the ticket via email --> ( ZOHO to assignthe ticket to the Agent who replied to the ticet) Please adviseContact Merge or Update
I have a customer who setup a new contact as his old email is no longer used. The new contact evidently is a child contact so it will not let me merge the 2 contacts. It will also not let me update the old contact with the new email as it says it is aHelp center Sign up notification - How to change which admins receive notifications
Our Help Center requires users to be approved before they can access it. The "Help center Sign up notification" email is going to all admins on our account. There are only one or two people that will be approving applicants, so I'm trying to change thisAdd Agent Signature to Public Comment by Default
Currently, when an agent replies to a ticket, their signature gets pulled into the reply by default. Some organization (like ourselves) use public comments to communicate with our customers. We would like the agents' signature to appear by default everyPermission Update Failed
Permission Update FailedCreation a Widget for zoho desk
Hi I'm creating a widget using this documentation: https://www.zoho.com/desk/extensions/guide/#App And I'm using this code: <script src="https://js.zohostatic.com/support/developer_sdk/v1/js/ zohoDeskClientSDK.min.js"></script> <script type="text/javascript">Zoho Desk Report for total number of emails received
Hi, Is there a way to capture/report on the total number of emails that are received in Zoho Desk. This would not factor in merged tickets and just count the total emails received so if 3 duplicate emails were received and merged into 1 ticket, it wouldAutomatically assign users into user groups when using Azure Active Directory
We have SAML set up for our Help Center using Azure Active Directory. However, this obviously negates the user sign up moderation and therefore we would have to manually run after every new user to assign them into the correct user groups, as we are usingService the customer whichever the channel they use to contact me?
Hi there, We are starting a SHOPIFY store (so integration with SHOPIFY would be important) where we would like to offer a more customer centric experience. Whatsapp, Instagram (Comments and DM), Messenger (Messages), Email, Facebook (Comments on our posts)Designating Tickets to certain people
Hi Is there a way to assign / designate tickets through the template used to a certain person? For example, we are wanting to create a IT support ticket system, where upon filling out the ticket Zoho Desk assigns the ticket to IT and notifies them soZohoDesk API - Http put/patch
hello, i would like to make http request to change status of a ticket ("Open" to "Closed") but i dont really understand how to use the update method . i tried to test my request with Restlet Client , i get "405 Method Not allowed" and second questionAgent can modify closed ticket???
Hello everyone, I'm checking a problem: once a ticket is closed, why can it be modified by the agents while remaining closed? And assuming that such an operation is more or less understandable, why isn't it an option possibly reserved only for administrators?How can I send time-based email notifications to CONTACTS when their tickets are on hold?
We want to send email notifications to customers/contacts at certain intervals when we are waiting for a response for them - for instance, we reply to a customer but want to give them a "nudge" email if they have not answered us within 48 hours. How canNotification on Community Portal
Hello team, I'm reasonably new to Zoho CRM, and I'm very interested in learning more. As part of my journey, I'm starting to use Zoho Community Portal quite a bit, but I find it difficult to know when someone has replied to one of my messages or topicsAdd contact's secondary email address as an option in Alerts
Right now it is only possible to send an email alert to the contact's primary email address. There is a secondary email address available in the Contacts module. Some of my clients have a need to send automated emails to the primary or the secondary orDesk login
Hi, I can't login to my Desk, every time that I try it ask me to create a new Account, I already have one, but I'm not able to login and see my tickets. Best regards VictorStandard Description Field - Can I change label or add dd tooltip
Is there a way fo you guys to allow the customer to change the label name for the description field in the customer portal when submitting tickets. Or at least allow us to add a tooltip to clarify what description we need from them. I know I can create my own separate multi line description field but if I do that, it doesn't have the nice toolbar with Bold, Italic, Underline, color, font, indent, etc. Can you please allow us to add a tooltip to the zoho standard description field?Account details view is now supported in the latest version of the Zoho Desk iOS mobile app
Hello, In the latest version ( v2.6.13) of the Zoho Desk iOS mobile app, we have brought in support for Account details view. Users can now be able to view the details of Accounts including their respective ticket stats from within the Desk app. PleaseAdding Office 365 users defaults to Global Admin and current department
When adding a new agent from the agent screen using the Add Office 365 user it grants them global admin unless you select light agent. This seems a bit overzealous. Instead, it should default to agent or allow end user to use the custom option. OtherNext Page
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Implement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23
Hi All, We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons. Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the newAgents can manage the Tasks on the go, now with Zoho Desk mobile app
Hello, Everyone! We are elated to announce one of our most asked for features 'Tasks' in the Zoho Desk app. Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets. Steps to access the tasks from the app: 1. Go to a particular ticket in the app. 2. Click the Tasks icon in the 'Related Information' section. 3. List of all the tasks will be displayed. Refer to the screenshots (Android & iOS) attached below for your better understanding:Zoho Desk app update - Reply via email option for IM tickets
Hello, everyone! We're excited to introduce the 'Reply via Email' option for IM tickets, in the latest version of the Zoho Desk Android(v2.7.4) and iOS(2.9.5) app update. You can now respond to IM-based tickets via email within the mobile app. This featureSpreading Love, One Ticket at a Time
At Zylker Techfix, customer service wasn't just about solving issues, it was about creating meaningful human connections. The team believed that every interaction was an opportunity to understand their customers better and offer solutions that truly made
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Ask the Experts 16 :A 5-hour Live Q&A - Tackling Zoho Desk's Onboarding Challenges
Hello Everyone! The Ask The Experts series is back! The Zoho Desk Team is happy to announce the first Ask the Expert session of 2025, focusing on the Onboarding Challenges of Zoho Desk. What's in for you? Ask The Expert Series is a monthly online sessionMarking a Desk ticket as Unread after merge
We have a custom script that runs against every new ticket and auto-merges it with any existing ticket that matches our criteria. That works fine but there is no functionality that reverts the newly-updated ticket back to an "unread" state. I found theRe-emphasizing the importance of Domain Whitelisting in ASAP's JWT Authentication Mechanism
The problem We discovered a security vulnerability related to using OAuth tokens in non-whitelisted domains and have reinforced our security measures. If you experience any request failures in the authorized domains, please verify that they are whitelistedTicket owner for desk ticket can't be set using Zapier "Create ticket" function.
I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if IArticles page into Moodle as an iframe
I would like to integrate my Zoho Desk articles page into Moodle as an iframe. My goal is to add it to the Moodle navigation and display the articles within a dedicated page without redirecting users outside Moodle. Could you please guide me on the best
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Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize 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, GreenEdit 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-importantLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools2024 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 email
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