Discussions from Ask the Experts 19 : Inside Zoho Desk Spring Release 2025

Discussions from Ask the Experts 19 : Inside Zoho Desk Spring Release 2025

Hello Everyone,
We appreciate the engaging discussions during the Ask the Experts 19 session on the Spring Release. It was a pleasure connecting with you. Our team is actively working towards your requests to deliver an improved experience.  
In this post, we’re excited to highlight the questions and answers from the sessions, including guidance on configuration setups and tips to optimize efficiency for your business. We’re sharing these discussions to benefit the wider community because together, we can enhance our collective knowledge and continue to deliver exceptional service to our customers.

1. How to optimize Agent Response Time and Agent Performance within Zoho Desk?
To accurately measure Agent Response Time and Agent Performance, set up a Service Level Agreement (SLA) within your Zoho Desk Account and link it to the business hours defined in Zoho Desk.
If your agents work during specific hours, e.g. from 9 AM to 5 PM, ensure you create business hours that match your operational timings and associate these hours with your SLA.
This will ensure that response and resolution times are calculated based on your defined business hours. If business hours are not associated with the SLA, response and resolution times will default to calendar hours(24 hours format).
 
2. How can AWS Infra be configured with Zoho Desk?
Currently, we don't offer a direct integration with AWS Infra. However, you can utilize Zoho Desk APIs to integrate with AWS Infra, enabling you to perform API calls from your system to Zoho Desk.
 
3. When a ticket is closed and the customer responds, the ticket status does not change automatically. However, when we manually reopen the ticket, the SLA exceeds the defined time. How to configure the SLA so that it does not trigger again upon reopening?
In this case,  you can enable the "Customer reply" option within the SLA configuration. This ensures that when a customer replies to a ticket, the SLA is recalculated based on your defined settings.
If the ticket status does not automatically change when a customer responds, check if the "Fall back to default" option is enabled for Closed status under the Ticket Status configuration. You can find this setting by navigating to Setup > Customization > Layouts and Fields > Ticket Status. This will ensure that whenever a customer replies to a ticket in the Closed status, the ticket automatically reverts to the default status.
 
4. How to prevent unnecessary emails from being converted into tickets and ensure only designated contacts can create tickets via email?
Utilize the filter option available in the forwarding mailbox. Alternatively, a workflow can be implemented to automatically close tickets originating from unwanted email addresses or domains.

5. How can we integrate the automated customer happiness survey process so that it associates directly with the relevant contact and their respective ticket? How to track these responses within reports?
Go to Setup (S) >> Organization >> Customer Happiness. Enter your rating question and select either "To every outgoing Ticket response" or "When a Ticket is closed" from the Add Rating link. Adjust the settings according to your requirements. When a customer rates a ticket, the rating will be available within the ticket as well as the Contact info box in the Tickets properties. To view reports, access the Customer Happiness Dashboard by navigating to Analytics -> Dashboard -> Customer Happiness Dashboard.

6. How to resolve the error encountered when sending marketing messages through WhatsApp templates? Is there any alternative solution we can implement for this?
We are currently exploring possible options with Meta. Specifically, we are checking if it's feasible to send marketing template messages for multiple tickets or contacts at a time without encountering errors.
 
7. Is it possible to configure a GC flow for Line channel?
This Spring release unfolds for you to create a GC flow specifically for the Line channel and deploy it.Refer this link for details.
 
8. What is the best method to generate weekly reports such as "Average closure time," "Average number of replies per thread," and especially "Most common types of categorized emails" to get an overview of Agent performances in Zoho Desk?
You can use our default reports to track metrics like average resolution time or average response time or schedule custom reports based on your requirements.
If you're using the Enterprise edition of Zoho Desk, you can set up a report scheduler to send the generated reports to different recipients on a weekly or monthly basis. These scheduled reports can be emailed directly to you, allowing you to view them from your email or device without needing to log into your Zoho Desk account each time.
 
9. What is the best way to trigger a workflow rule after a specific elapsed time? For example, trigger a workflow after a ticket has been closed for 48 hours.
A workflow is an automation triggered by specific events, such as ticket creation, ticket updates, customer replies, or agent responses. In your scenario, you want an automation to trigger specifically 48 hours after a ticket has been closed.
To trigger automation based on elapsed hours, you should use a supervisor Rules (time-based action), which runs periodically (every hour), checks tickets based on the criteria you configure, and executes the associated actions accordingly.
To set this up, navigate to Automation → Supervisor Rules. Create a rule with criteria such as "Hours since status updated is greater than 48" or "equal to 48," along with an additional criterion like "Status is Closed." The rule will then only apply to tickets that have been closed for at least 48 hours since the last status update.
You can associate specific actions with this rule, such as updating the ticket status or sending a follow-up email to the customer, depending on your requirements.
 
10. If we use Zoho Desk openAPIs with AWS infra, are the APIs HIPAA compliant?
Yes. Since Zoho Desk is HIPAA compliant, the APIs provided by Zoho Desk are also HIPAA compliant. The data stored within Zoho Desk is already encrypted, ensuring that any API accessing this data remains compliant with HIPAA regulations.
However, If you plan to  fetch Zoho Desk data stored in AWS infra using other third-party APIs, please verify those APIs and AWS infrastructure are HIPAA compliant.

11. Can we enable the Analytics module to generate reports for data spanning more than 12 months (or years)?
Currently, we are working on enabling report generation for data exceeding 12 months, and this feature should be available soon. This capability is now available in beta, allowing you to create custom reports with approximately 2 years of data. To enable this beta feature for your organization, please send an email to support@zohodesk.com.

12. Can we manually edit the translations used in the Help Center portal?
Zoho Desk supports multilingual setup. In this configuration, you can export a list of fields and their picklist values from Zoho Desk, then manually adjust the translations into your desired language, and then import them back into Zoho Desk. This will update the translations displayed to both your agents and customers within your Help Center and Desk interface.
If you continue to experience difficulties with the translations, please connect with us.
 
13. A significant issue I'm facing is that 'out of office' emails are reaching the ticketing system and automatically changing the status from 'on-hold' back to 'open.' Is there a straightforward solution to prevent this?
By default, when a customer replies to a ticket, the ticket status reverts automatically to the default "open" status. With a custom function, we can examine the subject or email, detect "out of office" emails, and ensure the ticket retains its original status instead of reopening.
Note: Custom Functions work in the Enterprise edition.  

14. How can we configure an automated parallel or sequential approval process in Zoho Desk, similar to the one available in Zoho CRM?
Alternate to approvals in tickets, you can use blueprint under automation to set up the approval process. The blueprints will help the organization in a process orchestration. Please refer to this help document.  
Blueprints provide a viable solution for managing approvals. We are actively working on enhancing this feature to provide an advanced approval process similar to the one available in Zoho CRM.

15. Is it possible to lock ticket records in Zoho Desk, similar to Zoho CRM? Can we configure response and resolution SLA alerts separately?
We are currently working on providing an option to lock tickets based on a time set by the Admin. Once a ticket is closed, a locking period can be defined. After this locking period expires, the ticket will be fully locked. Any further incoming emails or conversations related to that ticket will automatically generate a follow-up ticket. You can then configure separate resolution and response escalation using SLA based to your requirements.
 
16. Is there a way to tell the system to send an email to the customer (email ticket), when creating a ticket on behalf of a customer?
Yes, there is an option called "Send As Email" available. You can enable this feature by navigating to Settings > Setup > Customization > Central Settings > Tickets. Once enabled, when you create a ticket, you can add the relevant content in the description, and the system will automatically send an email to the customer when you click "Send as Email" option instead of "Submit" upon ticket creation.

17. How can we add notes to a ticket that are visible at the ticket list level? We don't use tasks because they don't notify agents if the ticket is already closed.
To display notes at the ticket list level, one option is to use a custom multi-line field named "Note," where users can enter any relevant notes directly into the ticket. However, custom fields added to tickets are not visible in the standard ticket list view. To display them, use the "Tickets Table view", which supports showing custom fields, including the multi-line fields like "Note" at the list level. Additionally, custom fields can be used for searching and other functionalities, and these custom field will not visible to your customer.

18. During the ticket approval process, how to include comments explaining why an approval was rejected or approved?
You can utilize blueprints to manage approvals effectively. For instance, you can set up separate transitions for approval and rejection, each containing multiple steps such as adding comments, notes, updating fields, and more. Also, approval transitions within blueprint workflows support widgets. This means you can define specific steps or actions to occur whenever an approval or rejection takes place.
 
19. Do we have the option to create a task for another department directly, or can we only share an existing task from one department to another? How does inter-departmental task coordination work?
If you're referring to tasks in the Activities module (not tickets):
  • You can directly create a task for another department only if you have the required permissions for that department.
  • Task sharing between departments is not supported unlike tickets, which can be shared.
  • If your profile has access to multiple departments or an "All Departments" view, you'll be able to select the department while creating a task.
  • Note: Tasks and tickets are department-specific and cannot be linked across departments.
20. Is there a way to make an entity field mandatory when creating tickets?
If you are referring to custom fields or other fields available in the layout during entity creation, you can set these fields as mandatory within the layout settings. To do this, navigate to the layout section, select the field properties, and enable the option labeled "This field is mandatory." Once enabled, the field will become mandatory both during record creation and when editing existing records.
 
21. Can telephony integrations with Zoho Desk automatically create tickets for answered calls?
Typically, telephony integrations with Zoho Desk only support automatic ticket creation for missed calls. To automatically create tickets for answered calls, you can implement a Custom Function Workflow.
 
22. How can I enable the parent-child ticketing feature in Zoho Desk?  
To enable the parent-child ticketing feature, please raise a request through this form, and we will enable it for you.
 
23. Is there a way to update  a picklist value from A to B in tickets layout?
Within the layouts for picklist fields, there is an option called "Replace Values." When you use this option, the system will replace the old value with the new value you specify and automatically update all previous records accordingly.
 
24. What is a Lifecycle report, and how is it different from the History tab?
The Lifecycle report allows you to categorize and filter specific events related to status updates, department changes, event owners, and time frames.
In contrast, the History tab provides complete details of all events and entries related to a ticket.
The History tab shows every action taken on a ticket, while the Lifecycle report focuses specifically on selected events, providing a more targeted view.
 
25. Where can I find the "Ticket and Thread Summary" feature in Desk?
We recently updated the UX/UI for ticket summaries. Now, when you open any ticket in the detailed view, you'll see a button called "Zia Summary" at the top. Clicking this button to generate a summary of the entire ticket, including the subject, incoming and outgoing conversations, private comments, and public comments.
 
26. Can I customize the Zia summary to display specific information?
Yes, you can customize the Zia summary. For example, you can choose to summarize only incoming messages to understand the user's query, or only private comments to review internal discussions. You can select these options within the Zia summary feature.

27. How can I summarize individual threads within a ticket?
To summarize individual incoming or outgoing threads, click on the "More" icon next to the thread. Under the AI section, you'll find the "Summarize" option, which allows you to generate a thread summary. Refer here for details.
 
28. Is the Table view for tickets available for "All Departments"?
Currently, the Table view support for tickets across all departments is under implementation and not yet available.
 
29. What is Multilingual Support in the Customer Happiness rating feature?  
Multilingual Support is a feature that allows you to present customer happiness rating forms in multiple languages. Previously, these forms were available only in English. With Multilingual Support, you can offer customer happiness surveys in the customer's preferred language, improving the accuracy and quality of the feedback you receive. Currently, we support more than 27 languages.

30. How can I configure translations for the customer happiness rating questions and choices?  
You can configure translations for each question and choice under the Languages-Multilingual from Setup > Customization > Languages. Translate the questions and choices, and these translations will be displayed to customers based on their language preferences.

31. How does the system determine which language to display to the customer?  
If the customer is a registered end-user in the help center, the system automatically detects and uses the language based on the user's preferences. If the customer is not registered, the system will use the language specified in the language field of the ticket to determine which language to display.

32. What is the Blueprint feature, and how does it work?  
Blueprint is a feature designed to streamline and enforce specific processes that agents must follow when handling tickets. It ensures consistency and adherence to defined workflows.
For example, if you run an e-commerce store and want your agents to follow a specific process before changing a ticket status (such as from "open" to "on hold," or "on hold" to "refund initiated"), you can use Blueprint to define the required steps. This might include actions such as sending a reply to the customer, adding proper comments, or updating specific fields before allowing the status change.

33. What are the benefits of implementing Blueprint in ticket handling?  
Implementing Blueprint helps ensure that agents follow a consistent, structured process when managing tickets. It enforces required actions and transitions, improving overall efficiency, accuracy, and quality of customer service.
 
34. When an Agent creates a ticket in one department and the ticket is moved to another department, the original creator loses visibility of that ticket because they don't belong to the receiving department. The ticket only becomes visible only if the ticket is shared to the creator's department again. Using the help center as an alternative is inconvenient because users must access a separate portal and cannot view internal notes. How can you address this?
Currently, Zoho Desk operates with department-specific categorization for both agents and tickets. If an agent (Agent A) has access only to Department A, they can only view tickets within Department A. Once a ticket created by Agent A is moved to Department B, Agent A loses visibility unless the ticket is explicitly shared back with their original department. Allowing agents to view tickets from departments they don't belong would cause conflict with the core concept of department-specific categorization, data privacy, and sharing policies. So, an agent can only access tickets within departments they have explicit access to, even if they created the ticket.
 
35. Have you encountered an issue where, when two department emails are mentioned in the 'To' address, a ticket is created in only one department instead of both? We have a mail service provider that auto-forwards emails individually to Desk support emails. After disabling the merge function, we noticed duplicate conversations appearing in the same department rather than separate tickets in two different departments. Why is this happening?
To identify why tickets aren't created in both departments when two department emails are included in the 'To' address, we need to analyze the email headers or the delivery method used by your mail service provider. This analysis will help us understand why the ticket is created in only one department and why both conversations appear in the same ticket. Please send us a sample email that should have created tickets in both departments to support@zohodesk.com. We will analyze it and provide you with a possible solution or pinpoint exactly where the issue lies.
 
36. How to send one email to multiple departments from Zoho Desk?
Currently, Zoho Desk does not support sending a single outgoing email directly to multiple departments. However, you can consider alternative methods:
- Use the CC field to include multiple recipients.
- Set up workflow automation to notify multiple email addresses using the recent thread content placeholder.
 
37. When reviewing analytics reports on resolution time, how is the time calculated for tickets in 'On Hold' status?
When generating a report based on resolution time, the resolution time calculates both open and on-hold time. However, if you generate reports specifically based on agent performance, the resolution time calculation excludes the on-hold time.
 
38. Is it possible to allow certain customers to view Analytics dashboards?
To provide access to analytics dashboards for specific customers, there are two possible approaches:
  a. Create customized dashboards and embed them in your Help Center using custom widgets. (or)
  b. You can add these customers as "light agents," allowing them limited access to preview specific dashboards.

39. Is it possible to include detailed information within the email body of reminder and comment notifications?
You can include detailed information in email notifications by adding placeholders like "Recent Thread" or "Recent Comment" to your email templates. This ensures the actual comment or thread content appears in the email body, rather than just a link.

40. Can we upload video recordings directly into the Knowledge Base?
Yes, you can upload video recordings directly into the Knowledge Base editor using the attachment option. The attachment feature supports files up to 20 MB. Alternatively, you can use cloud storage options to include larger video files.

41. Is there a way to view Zoho Desk tickets within Zoho CRM seamlessly?
Yes, it is possible to view Zoho Desk tickets alongside CRM contacts or accounts by integrating Zoho Desk with Zoho CRM. This integration allows you to access and manage Desk tickets directly within your CRM, creating a seamless experience for your team.

41. How can agents be notified that a customer has open tickets in other departments, even if they don’t have access to those departments?
There is a permission available that allows users to search for tickets across departments. Tickets from other departments can be displayed in a search view, even if the agent does not have direct access to those departments. To notify agents of tickets in other Departments, enable the permission Access Data across Departments. 
 
42. Can we export ticket view results based on applied filters such as agent, timeframe, classification, status, or other criteria?
Zoho Desk supports exporting tickets classified under a custom view. However, filters applied directly within the tickets view are personal and temporary, and exporting these filtered results is on our roadmap.  

Here are the recordings from our Ask the Experts 19 sessions: 

    • Sticky Posts

    • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

      Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any

    • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 5: Online Q&A on Zoho Desk Extensibility

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 4: A 5 hour online Q&A on agent productivity

      Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 3: A 5 hour online Q&A on reports and dashboards

      Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    Nederlandse Hulpbronnen


      • Recent Topics

      • Zoho Sites - General Feedback

        Hi Everyone-- Quick question for discussion: is it me or is working with Zoho Sites like entering the Twilight Zone? I've built many sites over the years, but this platform seems impossible. I've spent an entire day and a half trying to get a simple one-color

      • Archive Option in Conversation View

        Hello, I have a suggestion\request to add an "Archive Thread" button in conversation view of Zoho Mail. The best suggestion I have is to put an "Archive Thread" button next to the "Label Entire Thread" button in conversation view. Most users don't just

      • Collapsing and expanding of lists and paragraphs

        hello Would you ever implement Collapsing and expanding of lists and paragraphs in zoho writer ? Best regards

      • Automatic Refresh on Page?

        Hi everyone, We use a page as a dashboard which shows data for the laboratory and tasks pending etc. Is there a way to set the page to automatically refresh on a X time? Many thanks TOG

      • Inventory "Bulk Actions" button - add more fields to "Bulk Update > Select a field"

        Can we not get a lot more actions that are commonly used by customers into the "More Actions" button on the Inventory list? More fields listed in the Bulk Update > Select A Field? Possible Bulk update Fields Preferred Supplier ( to quickly move items

      • Bulk upload image option in Zoho Commerce

        I dont know if I am not looking into it properly but is there no option to bulk upload images along with the products? Like after you upload the products, I will have to upload images one by one again? Can someone help me out here? And what should I enter

      • Function #11: Apply unused credits automatically to invoices

        Today, we bring you a custom function that automatically applies unused credits from excess payments, credit notes, and retainer payments to an invoice when it is created. Prerequisites: Create a Connection named "zbooks" to successfully execute the function.

      • Tip #60- Exploring Technician Console: Screen Resolution- 'Insider Insights'

        Hello Zoho Assist Community! Have you ever started a remote session and felt the screen quality wasn’t sharp enough for detailed work? A new user recently explored Zoho Assist after installing the trial version and running a few initial tests. While the

      • Right Moment, Right Message, Right Operator: Never Miss a High-Intent Lead

        Ever been on a website or app, thinking “Should I buy this or not?” and suddenly a friendly message “Hi! How can I help you?” pops up at the perfect moment? That’s not luck. That’s timing done right. Engaging right visitors at the right moment, with the

      • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

        Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

      • Zoho CRM Workflow Automation: Activate & Deactivate Workflows Using API

        Zoho has now enabled: ✅ Activate / Deactivate workflows using API ✅ Schedule workflow activation & deactivation This is extremely useful for real-world automation use cases 💡 🧩 My Use Case I created a scheduled automation that: ☀️ Activates workflows

      • {Action Required} Re-authenticate your Google Accounts to Continue Data Sync

        Hello Users! To align with Google’s latest updates on how apps access files in Google Drive, we’ve enhanced our integration to comply with the updated security and privacy standards, ensuring safer and more reliable access to your data. With this update,

      • Function #53: Transaction Level Profitability for Invoices

        Hello everyone, and welcome back to our series! We have previously provided custom functions for calculating the profitability of a quote and a sales order. There may be instances where the invoice may differ from its corresponding quote or sales order.

      • Project-Based Inventory Consumption and Proforma Invoice in Zoho ERP

        While working with customers across different industries, we have identified a few functional questions and gaps that commonly arise—especially for project-based and service-oriented businesses. Many organizations, such as those in shipping, construction,

      • [Free Webinar] Zoho RPA - OCR, PDF Automation, & More

        Hello Everyone! Greetings from the Zoho RPA Training Team! We’re excited to invite you to our upcoming webinar on the latest release updates for Zoho RPA, where we’ll unveil powerful new capabilities designed to make your automation journey smarter, faster,

      • Zobot Execution Logs & Run History (Similar to Zoho Flow)

        Dear Zoho SalesIQ Team, We would like to request an enhancement for Zoho SalesIQ Zobot: adding an execution log / run history, similar to what already exists in Zoho Flow. Reference: Zoho Flow In Zoho Flow, every execution is recorded in the History tab,

      • Global Search Settings

        I'd love a way to remove some modules from being included in the global search. This would allow use to provide a better user experience, limiting the global search to only those modules that are regularly used removing any models used for background

      • Card Location in Zobot

        Hello, when using the “Location” card in a codeless builder Zobot, the behavior in WhatsApp is inconsistent. When asking the user to share their location, they can type a message, which will return the message “Sorry, the entered location is invalid.

      • Automation Series: Auto-create Dependent Task on Status Change

        In Zoho Projects, you can automatically create and assign a dependent task when a task’s status is updated. This helps teams stay aligned, ensures reviews happen on time, and reduces manual effort. In this post, we’ll walk through an easy setup using

      • Languages in Zobot

        Hello, I have found a list of supported languages for the Zobot. The information specifies the languages are supported in the following 3 features: SalesIQ supports 34 different languages in the following features. Resources (Articles, FAQs, Small Talks)

      • Composite items inside of composite items; bill of materials needed

        Hi Zoho and Everyone, I am evaluating whether Zoho Inventory will work for my small business. I grow and harvest herbs and spices but also get from wholesalers. I use all these items to make herbal teas, but also sell them as individual items on my Shopify store and Etsy. I discovered the composite item bundling and am wondering if I could get some assistance since there is no bill of materials: Our herbal company's best selling tea is a sleepytime tea. Sleepytime Tea can be purchased in three weights

      • Action required: Reauthorizing your Google account in Zoho Sign for automatic cloud backup to Google Drive

        This is applicable to users who have already configured automatic cloud backup to Google Drive. Hi there! Google has mandated reauthorization of all preconfigured third-party integrations to ensure only the necessary scopes are shared as an improved security

      • Zoho CRM Layouts

        I have customised all our modules, Leads, Contacts and deals, and within them, I have created lots of different layouts depending on the type of Lead or contact, for example. Since the new Zoho UI came out, they have all disappeared. I have gone into

      • Streamlining E-commerce Photography with AI Background Tools

        Hey Zoho Community, I’ve been messing around with ways to make product images less of a headache for fashion brands on Zoho Commerce. You know how boring generic backdrops can get, and how much time traditional photoshoots eat up, right? I tried out this

      • WhatsApp IM in Zoho Desk always routes to Admin instead of assigned agent

        Hello Zoho Experts, I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel. However, every new WhatsApp conversation automatically gets assigned

      • hide resolution from help centre

        to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not public

      • Multiple Cover Letters

        We are using the staffing firm edition of Recruit and we have noticed that candidates cannot add more than one cover letter. This is a problem as they might be applying for multiple jobs on our career site and when we submit their application to a client,

      • Zoho Analytics + Facebook Ads: Performance Alerts for Active Campaigns

        Is it possible with integration of Zoho Analytics with Facebook Ads and set up alerts or notifications for active campaigns when performance drops? For example, triggering a notification if CTR goes below a defined threshold or if other key metrics (like

      • Multiple upload field CRM

        I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?

      • Sort by age

        It would be very helpful if there was a way to sort by age in the Age column. Please add this function if possible. Thanks!

      • Lookup Field Option Not Available in Customization

        Hello, I am trying to customize different modules (e.g., Work Orders, Systems, and others), but I am unable to find the Lookup field option in the layout customization. When I go to: Setup → Customization → Modules and Fields → Add Field The Lookup field

      • Scheduled sending of a poll and its results

        Is there a way to schedule sending a poll to all my users and have the results sent separately to the team?

      • Canvas View bug

        I would like to report a bug. When clone a canvas view from an existing canvas view, if the original canvas view have canvas button with client script. Then the new create canvas view will have canvas button, it is make sense. But when I try to delete

      • Integrating Zoho Suite and apps more with Linux

        I just got introduced with Zoho just couple of months ago, and I've already planned to contribute to it, even though it's not an open-source software. Still I have found it's potential to beat the tech giants and still being respective towards data privacy

      • How do I edit the Calendar Invite notifications for Interviews in Recruit?

        I'm setting up the Zoho Recruit Interview Calendar system but there's some notifications I don't have any control over. I've turned off all Workflows and Automations related to the Calendar Scheduling and it seems that it's the notification that is sent

      • Store Submitted Forms as PDF

        Hi there, Is there a method to store Form submissions as a PDF in workdrive for archival? I set the form to email the submission to the user and an internal inbox but I'd really love to store the final form as PDF in workdrive automatically. I can't seem

      • Separate Items & Services

        Hi, please separate items and services into different categories. Thank you

      • CRM->INVENTORY, sync products as composite items

        We have a product team working in the CRM, as it’s more convenient than using Books or Inventory—especially with features like Blueprints being available. Once a product reaches a certain stage, it needs to become visible in Inventory. To achieve this,

      • Add an option to disable ZIA suggestions

        Currently, ZIA in Zoho Inventory automatically provides suggestions, such as sending order confirmation emails. However, there is no way to disable this feature. In our case, orders are automatically created by customers, and we’ve built a custom workflow

      • What's new in Zoho Sheet: Simplify data entry and collaboration

        Hello, Zoho Sheet community! Last year, our team was focused on research and development so we could deliver updates that enhance your spreadsheet experience. This year, we’re excited to deliver those enhancements—but we'll be rolling them out incrementally

      • Next Page