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?Where do I add / verify site. Upload the Bing XML file on your web server
Hello, I have a custom name for my help desk. https://support.filmservices.me where do I upload the XML file on the web server? Or am I being daft and it should be added to my own domain / DNS server filmServices.me ? Thanks JThe #original_sender tag is not detected when email encoding is base64
Hello, I believe the #original_sender tag is not detected when emails "content-transfer-encoding" is base64. I've been sending mails through SQL and when it's received by Ticketing platform, the original message is detected to be encoded in base64 andZoho Desk | Multi-brand Help Center | individual access settings per customer
Hello, we intend to set up two independent help center portals to allow customers individual access to the respective portal or both portals. This decision is based on the need to provide customers with differentiated access to the ticket area and theAdd user label automatically to user group
Hello, It would be great if users in a could receive a user label based on their user group. For example, when I add a new user to a certain user group it would also receive a user label that is linked to this user group. Kind regards, HelenAutomatically deny access to zoho desk for final user
Hi, Does anyone has already write a custom function to automatically deny access for a final user when a account's field has been updated? Is there an other way to do that with out a custom function? Thanks for your feedback and help.Accessing Zoho Subscription info from Zoho Desk Ticket in Zoho Flow
Hello, I'm attempting to update a custom field in Zoho Subscriptions when the status of the ticket is set to a particular status. I've thought about two ways to do this: 1) Using Zoho Flow 2) Writing a custom function Here is my difficulty - I need toError in creating a brand under Social
Hi! I am trying to create a brand in Zoho Desk>Social to integrate our FB Page. However, I keep on receiving the message " An internal server error occurred while performing this operation". Are there any restrictions or requirements in creating a bParent child ticketing
Hi All, do you know if there is a way for all time logged against a child ticket to be added to the parent ticket in a different department?Desk Contact - Secondary Mail (automatic ticket creation after email receipt)
Hello, contacts in Zoho Desk can have a secondary email address. What is this good for? When I forward mails from a mailbox directly to Zoho, i.e. to an internal Desk address, tickets are automatically created to the matching email. The email sender isTypeform -
Hi team, I see Typeform integration to Zoho Desk https://marketplace.zoho.eu/app/desk/zohodesk-integration-with-typeform, Is currently not available in Europe. Can this be arranged rapidely? Thanks, HasnaImportant enhancements and UI revamp in Community
Hello everyone, We are back with a set of exciting enhancements for Zoho Community. Community is a place where you can get important updates, engage and interact with other users, find topics of interest, share ideas, ask questions, and help peers withMulti-brand portal | Unique User Base | Permissions / Invitations
Hello there, the help doc on the topic unfortunately doesn't answer all my question, so I'll ask it here. If I select the uninque user base, what are the specific steps for invitation? How does the group assignment work? I want to unlock an end user onlyZoho Desk's Instant Messaging Feature Update - Increase customer engagement with WhatsApp's Interactive Message Templates.
Coming Soon! A messaging feature to take your business to the next level by adding WhatsApp Interactive Message Templates to your customer conversations. One of the latest features of WhatsApp business is the introduction of Interactive Template RepliesDesk access to Knowledgebase for SAML users
Hi, In Zoho Desk, you have the flexibility to set categories and permissions for users and groups, but the 'users' database is horribly inflexible. A user in an existing company cannot log in and see articles relevant to their business without an agentReferencing attachments as links within KB article
We would like to be able to reference article attachments via a URL within an article. How do we find the URLs of attached files?Enforce the agent availability for all users
Hi, We need to track our agents' activity, and the "Agent Availability" report could be helpful for that. However, this report depends on the "My Availability" option that only agents can enable or disable on their end - administrators cannot enforceTicket View - Sort by Account
Is there a way to sort by "account" in any of the ticket views?Data administration | Export Data | Help Center Articles - CSV export is not valid [Bug]
Hello there, when exporting Help Center articles, an essential aspect in the standard for CSV files is not met. See RFC 4180 for details: As you can see on the screenshot the article starts in line 1 and due to the line breaks in the article text theKnowledgebase Article Permissions
Hi, Goal- I want knowledgebase articles in the Category 'General' to be available to 'Registered Users' but not to public. This article https://help.zoho.com/portal/en/kb/desk/self-service/knowledge-base/articles/organizing-your-knowledge-base-content#1_NoneHow can I include custom Account fields on the ticket?
I've created a cuistom Account field and I'll like that to display on the ticket. how do I achieve this?Agent Export Enhancements Request
It would be nice if the Export functionality included the following information in addition to existing information for the Export Agent option: License type (Agent vs Light Agent) Roles and Profiles To more easily review accessAgent Management page enhancements request
It would be nice if the Agent management screen had some additional features: A tab for Full Agents. Light agents exists, All agents exist but there isn't a listing of full agents. This would be a nice feature. License totals and licenses used. It wouldCannot reply to ticket
i have a situation where when I click "Reply" "Reply to All" or "Forward" on certain tickets, it doesn't open the editor and start a reply. What happens is that is "shrinks" the current message I am looking at (in the same fashion as what happens whenApple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpDesk - Finance Integration - Can't 'Mark as Confirmed' Sales Order
When a Sales Order is created from the Desk interface, there is no way to get it out of the 'draft' status without actually emailing it to the customer. There are many, many, many, many cases where this isn't the workflow. In the regular Books / InventoryFeaturecast Story 4 - Embeddable message button (click-to-chat)
IM'ing (Instant Messaging) Feature Story Series Featurecast Story 4 - Embeddable message button (click-to-chat) What are the benefits of using a message button in 2023? Use click-to-chat (message buttons) to boost customer engagement on your website WithUnable to get Comments data via API call
I am currently implement system to retrieve ticket and its comment from Zoho Desk to Data warehouse using python. I was able to get Tickets but comments data for each tickets is empty but on the Dashboard, there are couples of conversations logged. WeAdding a user - error - Invalid Invitation. Invitation was not sent to this user
I struggled figuring out this cryptic Zoho Desk error message that apparently is not documented anywhere. I finally figured it out but wanted to add it here so no one else has to struggle to find it. Kudos to the ZD team for making error messages easyDesk vs FSM
Anyone using the two together? Not sure what’s the best way to make our workflow. Usually we ticket for everything we do in our company. In this case do we ticket for remote calls/services (that require no onsite visits ) and use FSM for just onsite calls.How to Re-Send Happiness Feedback to our CLOSED Tickets
Hi Zoho Desk Support, good day. I would just like to inquire if there is a way for us to RE-SEND the happiness feedback to our CLOSED tickets to our users like at least 2 months ago up to the present. Thank you.Layout field label in Help Center
Is there a way to modify the "Layout" field label to something else using CSS? I was told it could not be changed via the English language file.Telephony Question
Can we import and use existing numbers so we don't have change over to new phone numbers?Only send ticket closure email once.
Hi, Currently, once a ticket is closed an email is sent to the contact to let them know the interaction was closed and asking them for feedback. Most of the time, that is the end but sometimes the contact will have extra questions which will cause theHow can we prevent the requester from reopening a closed ticket
As understood from your documentation "Closed" tickets will be reopened if a customer sends a rely on that. How can we prevent that and mark a ticket as permanently closed when no reply can re-open the ticket. Refer competitor behavior for easier understanding between the "Solved" and "Closed" fields Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (the exact number of days depends on how an AdministratorDynamic filter criteria (placeholder) in views (current user, current date etc.)
Hello there, from the everyday other software solutions one is used to the fact that one can use placeholders with regard to filters. It is not efficient to filter based on the current date and have to edit the filter every day to manually change theHow to reset formatting to default font size (12)?
Hello, I've set the default font size for my replies in Zoho Desk to 12, but if I click the "Clear formatting" button, it switches the font size to 10 (which is the default for Zoho). How to configure Zoho Desk to use my customized default font size (12)Zoho is not solving my Data Import Issue
I have reported a data import issue since 5th July, it has not been fixed and there is no timeline for it. Their team said they can import from their side but after 2 weeks till now nothing was imported. It means I am paying for a malfunction system everymonth.Deluge example to associate a product to an account
Hello, Is there a deluge example to associate a product to a given account, or vise versa? I see updateRelatedRecords but it seems to only be related to time entry?Monthly Release Round-up - August 2023
Hello everyone, We are happy to share a quick overview of the features and enhancements that were released last month. Introducing Teams logos While creating teams, logos can be used to represent each team for quick identification. Users can recognizeNext 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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