How to upload file to desk and attach it to a ticket
I want to bring tickets from a local private system to Zoho as part of a data migration. In doing so, I need to transfer attachments (database BLOB) to Zoho. These files should be transferred to the attachment of tickets. How can I accomplish this?Improve ZohoDesk with High resolution monitor
Hello. We've been using ZohoDesk as ticketing system since a few months, and it is working flawlessly. I noticed that on high resolution screens though, the website isn't using all the space it could. When you have a lot of tickets in different status,CRM and Desk Sync
Hi - I am trying to sync products across Zoho Desk and Zoho CRM (two-way). The list of products in Desk differs from the list of products in CRM.The two platforms (Desk and CRM) are linked and currently pull in customer account information without issueImport data with zoho IDs
Hello, I want to import data to desk (create tickets) and have some problems. Problem 1 In my file I have the specific ID for the related ticket data: Contact Owner Asignee ... How can I use the ID? Problem 2 I need a specific creation time, how can IAbility to modify an idea reporter
A lot of our clients are still very fond of talking to us over the phone or via email. We try as hard as we can to funnel them towards the idea portal to submit their improvement requests so that we can give them visibility and interact with the entireDistinguish contact based on reply-to email address
Hi, I got tenant leads from hotpads.com who sends me email whenever someone wants to know more about a rental property. I gather all those emails in Zoho Desk. The biggest problem for me is, tall those emails come from inquires@hotpads.com. Which zohoMy ZOHO Desk Email Not Working
When I send an to my ZOHO Support email to support@mydomain.zohosupport.com from a test client account no ticket is created. I checked spam and all other views. Let me know what further information you need from me. I can only get a ticket createdHow can I add SLA contracts for many customers at once?
Is there an import option or something to feed my account records with SLA data? Let's assume you have 5000 customers. 1000 of them have SLA contracts with different start and end dates. How to import the data from CRM. Should I input every record oneTimeEntry AM/PM
Dear Support, Is there any way to disable the executed time's AM/PM option. We want to us it 24 hours type. Thanks in advance.Activities associated with a ticket are now accessible in the latest version of the Zoho Desk Android mobile app
Hello, In the latest version of the Zoho Desk Android mobile app (v2.5.01), we have brought in the below enhancements. Events associated with a ticket are now accessible from the app. Filter the Events or Task based on Upcoming/ Spam/All filters SortChange Date and Time Order in Zoho Desk / Analytics
Hello, I'm trynig to change order of date and time that is displayed in reports that I extract from analytics area on ZohoDesk. Now is setted on Month, Day, Year... but in Chile we use Day, Year, Month, so is hard to understand anyone that is not socialisatedA new feature in the Setup page is not being highlighted
I've just found out that you've added a new section called "Privacy Settings" under the "Data Administration" section and there is a feature called "Data Subject Requests (DSR)" under it. It wasn't highlighted under the "Setup" page but I was able toMoving Reports Between Departments
It would be nice to move reports between departments. I just created a bunch of reports department agnostic (account/contact) and then realized I did it in a department that is more isolated than the other departments.ZOHO Desk permission based access for specific knowledge bases for agents
Hello Zoho, I'm trying to setup 3 levels of support reps, Level 1, level 2 and level 3. I want level 1 to have access to some knowledge bases, level 2 to have access to more and level 3 to access them all. Is this possible in zoho desk? Thanks, SamHelpdesk Not Working
For 24 hours, the Zoho help desk isn't working. Any action I try to take to respond to a help ticket, I get the message, "Unable to process your request." Is anyone else having this issue? Any solutions? Thanks,.SSO using keycloak not working
HI I used this link: https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/setting-up-saml-single-signon-for-help-center#Keycloak_IDP In my application, I and using keycloak as the identity provider, and I want toSend a notification when moving a ticket between departments
How do I create a rule to send a notification to the ticket author when the ticket is moved from one department to another?Configure SAML Single Logout for Zoho Desk - Help center
Hello , we configure the SAML authentification sucessfully for Zoho Desk helfcenter and everything is working fine . But as soon the user try to logout , there is an error from our identity provider (Bad request - No Saml request send). we have severalsZoho Desk - Change Time Zone for all users and set default for new user
Hi, Is there a way to set a default time zone so that when user creates an account via the Zoho Desk invitation, they don't need to select the time zone via the hundreds of choice? And, for already created users, can we edit the incorrect time zone selected by the user at the account creation ? Thanks ! FredAssociating Multiple Tickets To A Forum Post
Hi, everyone! Thank you all, heartily, for posting feature and enhancement requests across all modules on the community forums. We are grateful for your synergy, support, and suggestions right from the get-go. After much deliberation, we have decidedClosing Zoho Desk ASAP widget is not very intuitive
I have added the Zoho Desk ASAP widget to my SaaS app. Based on my user testing (using PageSense), I can see that the users are often struggling to figure out how to close the widget once it has been opened. There are two related problems here. 1 MostAdd Community Forum/Topic Search to Suggested Article Search on Agent Ticket Screen
When responding to tickets, I would really like to also see related community forum topics. Seeing knowledge articles is great, but if there is a question that we have already answered in the community forum, I'd like for the topic to show up as a suggestion.Unable to use exchange online plan 1 for "From Address"
Hi, I just registered for an Exchange Online (Plan 1) to host my emails for my work domain. Sending email to and fro works fine on the outlook.office.com interface. I'm having some issues trying to configure the smtp server on zoho desk. From Address:Adding Custom fields to Account
I do not use Zoho CRM but Salesforce. I'd like to categorize my tickets as Standard account tickets or Executive account tickets, that level depends on each account Account (I do have this info from the Salesforce synch). But I do not see anywhere in Zoho Desk Account section the possibility of adding such information as a field I can then filter. Is there a way to create a custom filed for the Account where I can assign that status level? If so could I get this info directly from SF? I've seenAllow Shading of Private Notes to Distinguish them from Public Threads
I really love how Zoho Desk handles email threading, but it can get really hard to distinguish threads from one another after a ticket has been live for a while. For example, you can forward a thread over to another internal member to ask a question andNotify Followed List when Community Forum Topic Status Changes
When a user adds a feature request to a forum and follows the topic, the user should be notified by email when the status of the topic changes. For example, a feature may get released on a sprint and I go through and mark the sprint items as released/solved.Total 37 Tickets on Zoho Desk but getting only 16 while fetching from API
On the Zoho Desk App (https://desk.zoho.in/support), in total there are 37 Tickets for a particular user. But when we try to fetch those tickets via API, we receive only a few results in response. Please find the details of the API used to fetch ticketsZoho Desk KB display permissions update
hi all, i’m editing kb articles and I’ve noticed that the display permission is now missing ‘agents only’ Is there a setting that controls this? I’ve got a lot of adops-only facing documentation in the KB that can be easily misunderstood or misconstruedLink Desk Tickets To Desk Community Idea and bug Posts
BACKGROUND: We are a SaaS Company that sells an online solution to businesses, that business has multiple employees, all of the employees of the business has an account with our online solution and are created as Desk users in zoho desk in order to openticket creation from emails forwarded by agents
Wouldn't it be great if we could forward an email message to the Zoho dropbox and have Zoho Support recognize the original sender and CC's and create a request on behalf of the customer? In our office, sometimes customers send requests to the agent'sMetric Related doubts in Get ticket metrics API
Get ticket metrics API provides metrics such as firstResponseTime and totalResponseTime What is the difference between them? API Referred: https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_GetticketmetricsCreating a ticket from different accounts simultaneously
Hi team, We provide b2b technical support and we have a specific client which is a Business group so their IT Analyst are going to send us tickets from 4 different accounts. The problem is that some of these tickets are issues that occur in the 4 accountsHow to Create Products in Knowledge Base
How do i create product categories with pictures like in the below image?Zoho Support Widgets configurations
Is there any way to pre-populate fields in feedback widget? Is there any support for custom fields in feedback widget? In advance form can we add two inputs in same line? Advance form is not working, getting error on submitting :- Uncaught ReferenceError:Users vs Light Agents
Hi, I've only recently purchased a few Professional Agent licences for my team, however, I'm struggling to see how best to create users/agents for certain use-cases Use Case 1 - Full Agent (access all Accounts), no problems other than cost Use Case 2-Zoho desk constantly showing error message in Safari
Specs: macOS Big Sur, Safari 14.0.3 Issue: During normal usage of Zoho Desk the error message "Something went wrong while connecting to Zoho Desk. Please allow cookies and refresh the page. If the problem persists, contact us at `support email at zohodesk`."Parent-child Ticketing Extension
Hi guys, Do you have any idea on how we can track the parent-child tickets relationship in a dashboard or in a list? I figured out that this extension creates a new column ''Associated Type'' but i am wondering if is it possible to create a ''Parent ID''Static Report API
I want to access report from: Analytics -> Reports -> Response Time... Is there any api for this...Deprecating the departmentIds query parameter
If you use the "List Products" API to fetch a list of products from your help desk portal, this announcement is for you. This is to inform you that we've decided to permanently deprecate the departmentIds param from both requests and responses presentedChange in the nomenclature of the tickets
Hi, I have a big problem with a bug. Several times, after sorting and closing some tickets, the titles of these same tickets change to just one of the words used in the nomenclature of the ticket. I would like a quick solution to this, as it is causingNext 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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