Record history and ticket interaction tab in contacts and accounts

Record history and ticket interaction tab in contacts and accounts

Hello everyone!

We have improved the History tab to help users trace updates in the interaction activity logs of the Contacts and Accounts detail pages in the Customer Module.

This enhancement make it easier to get clear details about who made each update, when it occurred, and what exactly changed, which helps teams quickly understand the progression of a ticket, contact, or account.

The history tab displays:

  1. Activity log in chronological order
  2. Clear timeline of the changes and user details
  3. Data can be filtered by agent name to find the exact changes made by an individual

The ticket interaction tab displays:

  1. Timeline of every interaction related to tickets (replies, comments, ratings, etc.) with the account or contact
  2. Transparent details about interactions related to the ticket across the support lifecycle

For more information on the history tab in contacts and accounts, kindly refer to the help document. This feature is available for users across all data centers.

PM: @Ashok G 

Regards,  
Velantina V  
User Ed | Zoho Desk
    • Sticky Posts

    • 2024 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
    • Using 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 about
    • Edit 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
    • 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 service
    • Customize 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, Green

    Nederlandse Hulpbronnen


      • Recent Topics

      • Resume Harvester: New Enhancements for Faster Sourcing

        We’re excited to share a set of enhancements to Resume Harvester that make sourcing faster and more flexible. These updates help you cut down on repetitive steps, manage auto searches more efficiently, and review candidate profiles with ease. Why we built
      • Can Zoho Flows repeat Actions more than once?

        I'm attempting to make an intentional Zoho Flow loop using the below layout. However, when "WithinLimit" condition is met, the program fails to execute the action "Get & Add Request Co..." again. Is this by design? Is Zoho Flows unable to repeat actions
      • Looking for best practices to import data from SAP Business One (on-prem) into Zoho Analytics via Zoho DataPrep / Databridge — daily automated schedule

        Hi all, I’m using SAP Business One on-prem (SQL Server / or HANA — depending on DB backend) as our ERP. I want to build a pipeline that, every morning at 9:00 AM IST: pulls transactional data (invoices, customers, products, stock, etc.) from SAP B1, loads
      • Zoho One Unified Portal - Applications

        Hello, It is great to see the work on the New Unified Customer Portal. Thanks for that. The number of applications is limited though. It is now only around the Zoho Books ecosystem (Books, Expense...) and Zoho Social. = Are other applications planned
      • Marketing Tip #10: Start a customer loyalty program

        Winning a new customer is great, but keeping them coming back is even better. A loyalty program rewards repeat buyers with points, giving them more reasons to shop again. Over time, this builds trust and long-term relationships. Try this today: Set up
      • Zia Actions: AI-powered Workflow Automation for Faster and Smarter Execution

        Hello everyone, Workflows got a notch better with AI-based actions. Actions such as field extraction, prediction, auto reply, and content generation facilitate quick execution with improved speed and accuracy. Zia can intercept useful details in newly
      • Unable to access my Zoho forms account

        For some days now, I haven't had access to my Zoho Forms account. I keep getting an error that says, "You are an inactive user in your organization" via the mobile app and "You don't have permission to access this organization" via the web. I was removed
      • Do Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed?

        Do Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed? If not, can anyone share a work-around that could help me get an RSS feed for individual category forums?
      • Change Last Name to not required in Leads

        I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions for
      • Resend Client Portal Invitation + View Email Delivery Status

        Hi Zoho Team, We hope you are doing well. We would like to request two important enhancements related to the Zoho Creator Client Portal invitation process. At the moment, when we add a user to the Client Portal, Zoho Creator automatically sends an invitation
      • Get user last login

        1. Is there a way to programmatically get the last user login to trigger certain workflows? 2. Is there a way to programmatically access the custom fields on a user's account?
      • Seeking Zoho Creator Expert (Delivery Management App / Logistics Ops) — Built & Deployed Before

        Hi everyone, We’re building a Delivery Management App (focused on delivery operations for now) using Zoho Creator. We’re looking for a Zoho Creator expert who has already developed and deployed a similar delivery/workflow system and can assist us with
      • 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
      • Adding Multiple Files to a Zoho Vault Entry

        There is a old blog post talking about adding multiple file attachments to one Zoho Vault Secret: https://www.zoho.com/blog/vault/introducing-new-features-in-zoho-vault-powerful-password-sharing-wider-storing.html Is that still possible, I can see how
      • Dropshipping Address - Does Not Show on Invoice Correctly

        When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being
      • Add Attachment Support to Zoho Flow Mailhook / Email Trigger Module

        Dear Zoho Support Team, We hope you are well. We would like to kindly request a feature enhancement for the Mailhook module in Zoho Flow. Currently, the email trigger in Zoho Flow provides access to the message body, subject, from address, and to address,
      • Zoho Invoice Customer Login Portal

        Are there any plans for a customer portal to Zoho Invoice, ala Freshbooks?  I would like customers that I invoice to be able to login to review invoices and invoice history.  I have not switched from Freshbooks for this very reason.
      • the custom domain forwards by default to the old career site / how to switch it off??

        dear friends, how to switch off the old version of the career site?? The set up custom domain forwards directly to the old site, so that I cant publish it... Any ideas? Thank you! KR, Victoria
      • Preserve Ticket Issue Mapping When Migrating from Jira to Zoho Projects

        Hello Zoho Projects Team, We hope you are doing well. We are currently exploring a full migration from Jira to Zoho Projects, and we identified a critical limitation during the migration process involving Zoho Desk integration. Current Situation: We use
      • Hotmail is STILL blocking the zoho mail IP

        Greetings, as I already mentioned in my last message, my Zoho IP has been blocked by Hotmail for more than 15 days. Although someone said that the issue was "solved," it still isn't, and this amount of time seems neither normal for a "serious" company,
      • Pre-fill webforms in Recruit

        I don't want to use the career site portal (as I have my own already), but I would like to direct users to the application forms for each role, from my website job pages. Is there a way to pre-fill fields in Recruit application forms, so that I only have
      • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

        Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you
      • Client Portal ZOHO ONE

        Dear Zoho one is fantastic option for companies but it seems to me that it is still an aggregation of aps let me explain I have zoho books with client portal so client access their invoice then I have zoho project with client portal so they can access their project but not their invoice without another URL another LOGIN Are you planning in creating a beautiful UI portal for client so we can control access to client in one location to multiple aps at least unify project and invoice aps that would
      • ASAP Widget Not showing "My Tickets"ed

        Hello Team, I have created a ZOHO ASAP Widget and embedded to my portal app.clearvuiq.com , widget renders ok and I can open tickets from widget. However I want my opened tickets to be visible in the widget. How can I achieve that?
      • Bug Causing Major Sync & SO Access Failures in Zoho POS

        We are experiencing critical and recurring issues in Zoho POS that all trace back to role-permission handling defects in the latest POS app version. These issues directly affect syncing, login ability, and Sales Order access for role-restricted users
      • Add Zoho Forms to Zoho CRM Plus bundle

        Great Zoho apps like CRM and Desk have very limited form builders when it comes to form and field rules, design, integration and deployment options. Many of my clients who use Zoho CRM Plus often hit limitations with the built in forms in CRM or Desk and are then disappointed to hear that they have to additionally pay for Zoho Forms to get all these great forms functionalities. Please consider adding Zoho Forms in the Zoho CRM Plus bundle. Best regards, Mladen Svraka Zoho Certified Consultant and
      • How to view CRM Sales Orders in Desk

        What's the usual way to view all CRM sales orders linked to a contact, when viewing a ticket in Desk? I don't want to have to open a new tab to see the order in CRM. And the Desk CRM sidebar doesn't seem to be configurable. Would I have to use an extension
      • Kaizen #219: Actions API - Webhooks APIs - Part 1

        Hello all!! Welcome back to a fresh Kaizen week. In the previous weeks, we covered Workflow Rules APIs, Actions APIs - Email Notification APIs, Tasks Update API, and Field Update API. This week, we will continue with another Actions API - Webhooks API
      • Pricing Strategies: #3 Services never Stop with just Plans

        "Hey, while you're here, could you also take a look at the vegetable patch?" Aaron hears that line almost every week. He runs a small gardening service, the kind where customers subscribe to a simple monthly plan that includes basic maintenance, mowing,
      • Cropping Photos for Zoho Sites

        Hi, I'm wondering if there is a built in crop tool for zoho sites for my photos so I can crop them and see what the crop looks like on the site?
      • Deluge scripts

        Why is there not a search function to make it easier to find the script of interest when modifications are required.
      • zoho sheet stuck

        I Need help. ZOHO sheets stuck on the loading screen. I've already deleted the system cache and cookies of my browser (google chrome) but it's still not opening. 
      • bulk edit records and run internal logic

        hi there is few logics in manner "it this than that" logics work well when i edit entry openning it one by one (via workflow "on add/edit - on success" , for custom field "on update/on user input") but when i try bulk edit records - logic does not work.  how can i turn on logic to work as programmed - for mass editing records via bulk edit?
      • WebDAV / FTP / SFTP protocols for syncing

        I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful
      • Emails sent through Bigin are not posting in IMAP Sent folder

        I have set up my email to work from within Bigin using IMAP.  I am using IMAP so I can sync my email across multiple devices - phone / laptop / desktop / iPad / etc.  I want all my emails to populate my email client (outlook & iphone email) whether or
      • Possible for first Signer of Sign Form to specify the next signer in the sequence

        We have many use cases where multiple signers need sign the same document. We'd love to be able to use sign forms, where the a signer who uses the Sign Form link can specify the name and email address for the next person in the sequence.
      • BUG: Can't copy-paste data outside Sheet

        Currently I can't paste data copied from inside any of my Zoho Sheet files to any other app. Copy-paste works inside the sheet It does NOT work between two different sheets These sheets are built from automation templates Everything works fine if I create
      • Zoho CRM Community Digest - November 2025 | Part 1

        Hello Everyone! Here’s what came through in the first half of November: new updates and a few helpful community discussions with real, notable solutions. Product Updates: Android App Update: Inctroducing Swipe Actions You can now swipe left or right on
      • Upload own Background Image and set Camera to 16:9

        Hi, in all known online meeting tools, I can set up a background image reflecting our corporate design. This doesn't work in Cliq. Additionally, Cliq detects our cameras as 4:3, showing black bars on the right and left sides during the meeting. Where
      • The Social Wall: November 2025

        We’re nearing the end of the year, and the holiday season is officially kicking in! It’s that time when sales peak and your social media game needs to be stronger than ever. We’re back with exciting new updates across AI, analytics, and the mobile app
      • Next Page