Introducing an AI-driven CAPTCHA for Help Center that offers improved accessibility and enhanced security | Zoho Desk | Product Update

Introducing an AI-driven CAPTCHA for Help Center that offers improved accessibility and enhanced security | Zoho Desk | Product Update

Captcha protects your help center from fraud and abuse without creating friction.


What is a CAPTCHA?

CAPTCHA is a test used in computing to verify that a user is human by requiring them to complete a challenge. It helps prevent bot attacks and reduce spam.


In a help center, this is implemented as a security feature. It is usually a distorted image with text or a brief audio sample that users are required to decipher and type in to prove they are human and not an automated bot. This feature is often used on forms like logins or ticket submissions within the help center to prevent spam or malicious activity.

Why does your Help Center need CAPTCHA?

If users are being prompted for CAPTCHA while using your help center, it could be due to any of the following reasons:


Bot prevention: CAPTCHA is often implemented to prevent automated bots from spamming or misusing the platform. If unusual traffic from a particular IP or user actions seems automated, the system might trigger a CAPTCHA challenge.
Info

            C - Completely                              

           A - Automated 

           P - Public 

           T - Turing test (to tell) 

           C - Computers (and) 

           H - Humans

           A - Apart

Types of CAPTCHA in the Help Center

1. Audio CAPTCHA 

An audio CAPTCHA in a help center is an accessibility-focused verification tool designed to assist users with difficulty reading visual CAPTCHAs. 

This type of CAPTCHA can be beneficial for visually impaired users or those with reading difficulties to help ensure that the help center remains accessible to all. Requiring users to listen to the audio and type what they hear helps prevent automated bots from submitting forms while providing a more inclusive experience for real users.

For example, the audio will ask a simple math problem, "What is 2+3?" the user must type the answer.


2. Image CAPTCHA

An image CAPTCHA in a help center is a visual verification tool designed to determine whether a user is a human or an automated bot. Typically, it presents users with an image containing distorted objects they need to identify or transcribe as part of a challenge-response test. This method effectively prevents spam and automated submissions, as bots often struggle to interpret images in the same way humans can.


Help Center CAPTCHA Enhancements 

To reduce the frequency of CAPTCHA prompts, consider reviewing your security settings, monitoring user activity, and ensuring that your help center is user-friendly and accessible.


Administrators can allow unregistered users to submit tickets by disabling the preference setting Customers must sign in to your Help Center to submit Tickets in the Help Center Access Settings.

Enabling this preference is highly recommended as it will help prevent bots from creating spam tickets.

We noticed that unregistered users created spam tickets via the Help Center's Add Ticket form. To stop the spamming, we have facilitated the preference Show captcha for unregistered users in the add Tickets form in your portal.

We will enable this setting with the latest enhancements for all your portals. You can still turn off the preference in the Help Center Access Settings. We recommend enabling it to avoid ticket spamming.
NotesYou can still disable these preferences in the Help Center Access Settings

To set the CAPTCHA permissions

  1. Go to Setup > Channels > Help Center.
  2. Select the Help Center for which you want to set access permissions.
  3. Click Access Settings under the Help Center sub-menu.

 


     4. On the Access Settings page, enable Show captcha for unregistered users in the add Tickets form option under Permissions.
     5. Alternatively, you can enable Customers to sign in to your Help Center to submit the Tickets option.
Notes
Enabling this option will direct your customers to the login page, where they must sign in or register to access your Help Center.
NotesEnabling this option provides an open Help Center; however, customers must sign in to submit their tickets.
      6. The changes will be saved instantly.

Takeaway

Implementing image and audio CAPTCHAs helps maintain the integrity of the help center by reducing the likelihood of spam tickets and ensuring that your agents can prioritize genuine user inquiries.


For more information on CAPTCHA and how to configure them, please refer to the detailed help documentation on Working with My Area in Help Center

Please stay tuned for new updates in Help Center.


Cheers,


Kavya Rao

The Zoho Desk Team

    • Sticky Posts

    • 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 keynote
    • WhatsApp 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 Platform
    • Live 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 tools
    • Apple 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 help
    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

    Nederlandse Hulpbronnen


      • Recent Topics

      • Action Required: Update Microsoft SQL Server Security Settings Before February 2026

        Dear Users, We recently deployed security updates in Zoho Analytics that inadvertently caused connection failures for a few customers using Microsoft (MS) SQL Server hosted on older Windows versions (Windows Server 2012, 2012 R2, and 2014). To restore
      • Contacts limit in basic vs standard - what counts? Are customers contacts?

        I’ve been using books for a number years for my small business. I only ever work with 20 clients at any given time. I do purchase services from a number of vendors to run my business, so there are some comtacts there too. I used to use the basic package,
      • Saving issue

        First problem I opened a MS word file in writer. after the work is done, it does not save instantly, I waited for like 10min and it still did not save. second problem When I save a file, then file gets saved as another copy. I just did save, not save
      • Automating Employee Birthday Notifications in Zoho Cliq

        Have you ever missed a birthday and felt like the office Grinch? Fear not, the Cliq Developer Platform has got your back! With Zoho Cliq's Schedulers, you can be the office party-cipant who never forgets a single cake, balloon, or awkward rendition of
      • Create Tasklist with Tasklist Template using API v3

        In the old API, we could mention the parameter 'task_template_id' when creating a tasklist via API to apply a tasklist template: https://www.zoho.com/projects/help/rest-api/tasklists-api.html#create-tasklist In API v3 there does not seem to be a way to
      • Ability to Set a Unified Tab Order/View for All Users in Zoho Projects

        Hello Zoho Projects Team, We hope you are doing well. We would like to submit a feature request regarding tab/menu organization in Zoho Projects. Current Behavior: The tab (module) order in Zoho Projects is user-specific. Each user (internal or external)
      • Task Order

        Hello! I've recently switched to Zoho Projects and a long time user of MS Project, Asana and LiquidPlanner (which has recently been purchased) and I'm running into a frustration I'm hoping someone can assist with. It has to do with how tasks are ordered
      • Automating CRM backup storage?

        Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,
      • Zoho Books | Product updates | January 2026

        Hello users, We’ve rolled out new features and enhancements in Zoho Books. From e-filing Form 1099 directly with the IRS to corporation tax support, explore the updates designed to enhance your bookkeeping experience. E-File Form 1099 Directly With the
      • 2026 Product Roadmap and Upcoming Features

        This is your guide to what is coming in Zoho Vertical Studio throughout 2026. We’ll update this post throughout the year as items move from development to release, and as and when new initiatives are added. Once a feature is released, it will be reflected
      • Vendor legal and DBA names for USA users

        I would like to hear how Zoho Books users are handling DBA names in the vendor profile. If the Company name in the vendor profile has to be the legal name (line 1 of the W-9), whare are you entering the DBA name (the name that checks are made out to)
      • Zoho Books API invoice email bouncing with 'relaying-issues' error

        I have waited over 30 days for zoho books uk to assist with the following and i have had no replies or tickets erronously closed. The service has been terrible - very unlike zoho! So i am raising this here hoping that a community member can assist: Hello,
      • Stop the Workarounds: We Need Native Multi-Step Forms

        After over 17 years of community requests, I'm hoping the Zoho team can finally address the lack of native multi-page form support in Zoho Creator. This has been one of the longest-standing feature requests in the community, with threads spanning nearly
      • Product Updates in Zoho Workplace applications | January 2026

        Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications for the month of January. Zoho Mail Zoho People Notifications preview in Zoho Mail Notification emails from Zoho People
      • How do i setup default values for few fields

        We have few fields in CRM like rate of return, type etc - they can be picklist and standard inut fields. picklist we have choice to set default value. but how do we default some value in input type of fields?
      • We know the company but not the contact

        We are fairly new to Zoho, part of our marketing stack is we use products like lead feeder to identify which companies are visiting our site. We are able to match this data to salesiq but cannot find a way to add a company name to the salesiq visitor
      • Customize Calendar view in Teamspaces Settings

        Right now every customization that happens inside of the calendar view inside of CRM is only visible for the specific user. We want to be able to set up calendar views as an admin for specific roles. I would suggest to do that inside of the settings of
      • How to filter subform report based upon main form report in dashboard

        Hi Team, I am creating a dashboard in Zoho Analytics. I want to have a main form report and below I want to show subform report of main form. If I filter the main form with date then I want to show subform records based upon main form. how can I achieve
      • using the Client script I want to Hide Show the Fields

        if Related to service means some of the field like service no want to shoe and hide Amc no , purchase no how i achive this let issu = ZDK.Page.getField('Issue_Related_To').getValue(); if (issu == 'Service') { var field_obj = ZDK.Page.getField('Warranty_Cases');
      • Ask the Expert – Zoho One Admin Track : une session dédiée aux administrateurs Zoho One

        Vous administrez Zoho One et vous vous posez des questions sur la configuration, la gestion des utilisateurs, la sécurité ou encore l’optimisation de votre back-office ? Bonne nouvelle : une session Ask the Expert – Zoho One Admin Track arrive bientôt,
      • Write-Off multiple invoices and tax calculation

        Good evening, I have many invoices which are long overdue and I do not expect them to be paid. I believe I should write them off. I did some tests and I have some questions:  - I cannot find a way to write off several invoices together. How can I do that,
      • Kaizen #210 - Answering your Questions | Event Management System using ZDK CLI

        Hello Everyone, Welcome back to yet another post in the Kaizen Series! As you already may know, for the Kaizen #200 milestone, we asked for your feedback and many of you suggested topics for us to discuss. We have been writing on these topics over the
      • vendors / customers with 2 different address and gst no

        Why can't we have option for more than one address and depending on the state option for more than 1 GST no. ? We have customers / vendors PAN india with different addresses and GST no. for different states.
      • Recurring Automated Reminders

        Hi, The reminders feature in Zoho Books is a really helpful feature to automate reminders for invoices. However, currently we can set reminders based on number of days before/after the invoice date. It would be really helpful if a recurring reminder feature
      • Fail to send Email by deluge

        Hi, today I gonna update some email include details in deluge, while this msg pops up and restrict me to save but my rules has run for one year. can you tell me how to use one of our admin account or super admin account to send the email? I tried to update
      • Transitions do not update fields until the record moves to next stage

        We have a blueprint where a couple of stages have multiple transitions. If only some of the transitions are completed, but not all, Zoho does not update any of the fields impacted by the completed transitions. Is there any way Zoho can udate the fields
      • Zoho CRM - Kiosk Studio : Use action responses across your kiosks with sequential actions

        Hello Everyone, Imagine building a kiosk that gives you full control over how actions are executed in later screens in that same kiosk. What if you could use data from a previous action later in that kiosk—with no interruptions or data gaps? This is exactly
      • Ability to CC on a mass email

        Ability to CC someone on a mass email.
      • Get Cliq Meetings in my O365 calendar

        Hi, we are currently evaluating to replace the Teams Messaging and Meetings with Cliq. We currently still have all our email and calendars in O365. What i want to achieve is, to create a (ZOHO) meeting from Cliq and have this meeting added to my Outlook/O365
      • Custom Button to convert a Deal to a Custom Module?

        Hello Community I am in process of building out a custom CRM for my team and part of this is looking at building out a Custom Button or function of some sort where when a Deal is marked Closed Won the system will allow for a "Convert to Job" option to
      • Power up your Kiosk Studio with Real-Time Data Capture, Client Scripts & More!

        Hello Everyone, We’re thrilled to announce a powerful set of enhancements to Kiosk Studio in Zoho CRM. These new updates give you more flexibility, faster record handling, and real-time data capture, making your Kiosk flows smarter and more efficient
      • Change eMail Template for Event-Invitations

        Hello ZOHO-CRM Team How I can change the eMail Template for Event-Invitations? I work with the German Version of the Free Version. I know how I can modify eMail alerts or Signature Templates, but where I can other eMails modify you send out? Thank you
      • Workdrive Oauth2 Token Isn't Refreshing

        I have set up oauth for a bunch of zoho apis and have never had a problem with oauth. With workdrive i am using the exact same template i usually use for the other zoho apps and it is not working. All requests will work for the first hour then stops so
      • Migrate Your Notes from OneNote to Zoho Notebook Today

        Greetings Notebook Users, We’re excited to introduce a powerful new feature that lets you migrate your notes from Microsoft OneNote to Zoho Notebook—making your transition faster and more seamless than ever. ✨ What’s New One-click migration: Easily import
      • How can I import OLM to Yandex Mail easily?

        For migrating Mac Outlook OLM data to Yandex Mail efficiently, the Aryson OLM Converter is a reliable professional tool that ensures complete data integrity throughout the process. Unlike manual methods, which can risk inconsistent formatting or missing
      • Introducing Radio Buttons and Numeric Range Sliders in Zoho CRM

        Release update: Currently out for CN, JP, AU and CA DCs (Free and standard editions). For other DCs, this will be released by mid-March. Hello everyone, We are pleased to share with you that Zoho CRM's Layout Editor now includes two new field formats—
      • Is it possible to setup bin locations WITHOUT mandating batch tracking?

        Hi fellow zoho users, I'm wondering if anyone else has a similar issue to me? I only have some products batch tracked (items with shelf life expiry dates) but I am trying to setup bin locations for my entire inventory so we can do stock counting easier.
      • Implementing Inventory Process

        I am just starting to create an inventory system through Zoho for a nonprofit. We receive in-kind donations of items for kids, and utilize them in 2 or 3 different programs. Then families come in and take the items. I'm thinking of this structure: Our
      • Best way to start zoho inventory with bulk openning stock

        We are already using zoho book since long time for cars trading company. Now to streamline more, would like to import the excel data of closing stock of inventory to zoho inventory and to start on. Since we need to track each VIN (unique vehicle id number)
      • Service Reports.

        Hello Team, I have a requirement to create multiple service reports for a single AP. That means, in one AP I have 5 service line items, and all line items are linked to assets. Once I complete the AP, I want to generate 5 individual service reports, one
      • Next Page