Featurecast Story 6 - Workflows
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 6 - Workflows Make it easy with workflows Zoho Desk's instant messaging functionality includes the ability to automate and simplify the customer support process. Workflows allow you toOffice 365 SSO Integration
We currently have all our users configured locally in Zoho. We want to connect Zoho to Office 365 using SSO. How do we merge existing users with their Office 365 profile? We dont want to delete users and their history. Is there a process to merge usElevate your Zoho Desk game: Register for our exclusive webinar series!
Hello all! We're happy to invite you to our upcoming webinar series on how to make the most out of your Zoho Desk experience! This 10-part series (60 minutes per session) will offer how-tos, best practices, and insights that will make your customer supportZoho Desk Brand- add on in Social Module
Hello! Where can I purchase brand add-ons in Zoho Desk (under Socials)? Zoho Desk Professional currently can have 1 Brand only. I want to add more brands so I plan to purchase add-ons but I can't seem to find anywhere in the website where I can purchaseBetter Handling of Contact Creation within Ticket
Different companies have different approaches on when exactly to create a contact. Some will create a contact directly in the ticket, while others such as ourselves will create a contact first and then the ticket. Here is the issue with the first method.Moving Tickets between departments
It would be nice if, when moving tickets between departments the system leaves you on the ticket (so long as you have permissions to the department). Currently it boots you out to your ticket list.Closing ticket from Blueprint without any notification
Hi Is there any option to create a Blueprint transition to close a ticket without any further action and preventing any kind of notification to the customer and the ticket cc's? Thank you.Monthly Release Round-up - September 2023
Hello everyone, We are happy to share a quick overview of all the features and enhancements that were released last month. Allowing agents to share Snippets Snippets are canned or templated messages that agents often use for common questions or enquiriesMissing Privacy Policy checkbox in advanced Webform
Hi, We moved our webforms from CRM to Desk. In CRM, you have the chekcbox field about Privacy policy, the user needs to check before sending the form. IN FOrm, there is a soecial Term and Conditions Fields which could be used. However, no such field existsAutomated ticket creation
After a ticket is created, with a lot of fields filled is it possible to create a custom function or workflow that creates a number of tickets with the info filled in the first ticket? Example : A ticket is created by HR with name, surname,e-mail, jobHow to prevent Automation Replies to be send to customer when tickets are created on our end?
Hi there! We are trying to set up an automated reply when a customer writes in. The automation reply should only be triggered when the customers send an email to us. However, it seems that when we "Add Ticket" and "Submit and Send as an email" the automationQuestions regarding community users
Can we limit users from creating new tickets but allow them to create/read the forum?Current Date to Date field in workflow?
Hello, I created a date (not date-time) field for our tickets. I wanted to create a workflow which updates this date field to the current date whenever the workflow is triggered. Is it possible to do this? Something like date = now()? Thank you,Cannot Update Custom Field Using Custom Function
Hi Team, I am testing a simple custom function in Customer Payments module. I created a custom field in customer with API name cf_avg_days_to_pay. However, this simple custom function won't update that custom field. Can you point out what am I missing?Zoho Finance - Desk Integration - RMAs?
It's currently not possible to initiate the Inventory sales return process through the extension on Desk. As one might imagine, most return requests are handled by customer service agents who live in Desk. This seems like it would be a good addition toHow to avoid reopening ticket only from a sender.
Two support services, both using Zoho Desk, both configured to automatically send email on closing ticket . These two services collaborate each other and each ticket closing corresponds to an opening ticket (or reopening closed ticket) on the other. HowPrevent duplicates in single-line custom fields in tickets
Right now it is possible to add duplicate entries in custom fields in tickets. My specific requirement is related to the single-line field. A few of my clients are using Desk to manage communications regarding incoming bills from their vendors. One clientWhatsApp template creation failed
Hi, I haven't been able to create WhatsApp templates for a few days now, they always appear as "failed". However, by entering the meta business account the templates are approved. What could it depend on?SMTP Authentication Failed
Could not send email to requester, error message is "Mail sending failed, Authentication failed" All outgoing configuration parameters are accurate. RegardsHIPAA Encrypt Outgoing emails or require all users to sign in
Hello, TLS security is no longer considered strong enough for HIPAA compliance. This means Zoho Desk isn't compliant enough under the laws which we're needing to use. I wanted to use a new department, to be able to set up potentially another 40 usersChange font and font size in article
Hello, Why is the possibility to change font and font size in an article and in an e-mail so different? We use articles as standard answers, but the format is all different because of this. Could it be made possible to change the font in an article? (our standard font is 'calibri'). Also could it be made possible for the font size to be changed to 11? It is now only possible to select font size 10 or 12, but our standard font size is 11. Thanks in advance, YorickZoho Desk Twilio Caller ID
Hi Zoho Support, When using Twilio, I would like to setup all of my phone numbers to use one verified caller ID phone number when making outbound phone calls, so as not to confuse my customers (receiving phone calls from multiple phone numbers). This should be possible by setting the called ID attribute on the outbound call to reflect the caller ID phone number of my business. For example: My desired primary contact number is 1-888-xxx-xxxx My Twilio numbers are: 1-902-1xx-xxxx 1-902-2xx-xxxx WhenFeaturecast Story 5 - Chat transfer
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 5 - Chat transfer Chat transfers made simple The IM module in Zoho Desk provides agents with tools to help one another when chatting with customers. If an agent needs help from a more experiencedAn internal server error occurred while performing this operation
Hello, I created this function as automation when a ticket is created. queryValue = {"":""}; getaticket = zoho.desk.getRelatedRecords(20067793560,"threads","tickets",TicketId,1,10,queryValue); dataticket = getaticket.get("data"); idthreads = dataticket.tomap().get("id"); get_thread = zoho.desk.getRelatedRecordById(20067793560,"threads",idthreads.toLong(),"tickets",TicketId); content = get_thread.get("content"); threads_id = get_thread.get("id"); infoticket = content.getPrefix("#########________#######");Help Desk Users vs. Customers and Accounts
Could somebody please explain the function of two user configuration areas in Helpdesk? 1. Customers and Accounts 2. Users ThanksCustomer Supervision tickets
We have several clients who want one of the contacts to act as supervisor and visualize all the tickets of the other users. The "Customers can view tickets of their organization" permission is not enough because in this case you do not want all contacts to see the tickets of the other contacts in the organization. For security reasons, only contacts marked as supervisors could view them (The supervisor field could be a custom field). In the event that this is not possible, what would be the mostI want to hit this zoho api but showing code invalid
this is the api : https://desk.zoho.com/api/v1/tickets/787063000009739185/threads/787063000010427107/attachments/787063000010427126/content I want to see its content, but i am getting code error issue everytimeZoho Desk's Instant Messaging | Feature Enhancements | Oct '23
Hello All, We spent August and September working on many under-the-hood improvements. What was the result? The Instant Messaging module comes with stability and some of the most-awaited enhancements. Let's explore the latest enhancements released inZoho Desk iOS and Mac app update
Hello everyone! The latest update for the Zoho Desk mobile app (v2.8) for iOS is packed with new features and enhancements. We've harnessed the power of iOS 17 to provide you with a seamless and more efficient experience. Here's what's new: ApprovalsMatomo Analytics in Knowledge Base
We use self hosted Matomo Analytics for privacy friendly tracking of user behavior on our websites. Is it possible to place a tracking script in the Knowledge Base website? I can only find settings for Google Analytics and PageSense. I've manually pastedManage tickets more efficiently with views and filters in My Area
Greetings! We're excited to introduce a new and improved method for handling your support tickets through the My Area section in our help center. With the introduction of views and filters, we aim to simplify the process of viewing and managing the supportWhatsapp IM permissions issue in newer version of Desk
Hi, We recently integrated whatsapp IM with Zoho desk but note it will only work with the older version of Zoho desk. If we switch to the newer version (which we prefer to use) there's a permissions issue meaning agents can't accept an IM and respond.Customer Visibility Based on Department
When a customer emails a specific department's support email, that customer's information including their company's information should only be accessed by that specific department's assigned agents (and any supervisory personnel). Right now, all agentsRemove ---- on <time> <name><mail> wrote ---- tag when reply to Emails
Hi, ---- On Fri, 12 Aug 2022 01:07:29 +0200 "Name"<sample@mail.com> wrote ---- 1- What is the necessity for the existence of this line? 2- Is it possible to delete this line that is generated automatically from the reply emails?Zoho Desk Contact with Multi-Account association
Hello everyone, Zoho Desk has had the good idea of offering a feature that allows a Contact to be associated with several Accounts. It's a good idea... but it hasn't been thought through thoroughly enough because this action, although useful in itself,Look Up Ticket by Ticket #
Zoho Desk has no good and quick way to pull up a ticket given that ticket's ID. There needs to be a quick and reliable way to do this. Many other systems accept the Ticket # in the URL. This is simple, easy, very quick, and lets us dynamically link to any ticket. Zoho Desk does not support this. Searching by Ticket ID is the next fastest thing. This works great until it doesn't. The search bar only searches a specific date range unless you go to the search page and change it. That makes sense whenEffective June 1, 2023: Updates to the WhatsApp conversation-based pricing model.
What's the latest in WhatsApp conversation-based pricing? Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Different charges will apply to different conversation categories. Effective June 1, business-initiatedwhere do i find department_id
im not getting deoartment id.I don't get email notifications when a new ticket is received
In Desk I don't get email notifications when a new ticket is received. I used to get them but after testing, they no longer arrive. Thanks Jay :-)Zoho Desk Customer Portal URL Broken
I had to reset the DNS records for my domain, and the Zoho Desk record got lost. Now I can't access Zoho Desk and reconfigure the portal. How can I solve this issue?Next Page
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See Every IM Conversation as It Happens
Instant messaging moves fast. Customers expect quick replies and smooth conversations across WhatsApp, Instagram, Facebook, and live chat. But without real-time visibility, small issues become big problems. A session stays open longer than expected. AControl 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 keynote
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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
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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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