Inclusion is the new engagement

When in a very challenging situation, you may have peers or friends around you saying, “Everything will be okay.” They speak to you in a way that they are connected or in a language or tone that feels close.

But your inner voice comes to you in a truly uplifting language that stays close to your heart. It is always your native tongue. This language varies for each one of us: it could be Tamil or English, French or Spanish, German or Russian, Hindi or Arabic, or any language.

Your mother tongue makes you feel comfortable enough to fix anything. And that is exactly what customer support with Zoho Desk is about. It is about telling your customers “Everything will be fine" in their own mother tongue.
Something like this...
Alles komt goed                                    எல்லாம் சரியாகிவிடும்                                      すべてうまくいくでしょう

    सब कुछ ठीक हो जाएगा|              все будет хорошо              Alles wird gut              wszystko będzie dobrze

הכל יהיה בסדר                    tout ira bien                    alles sal reg wees                    كل شيء سيكون على ما يرام

More than business, it’s emotional support  

This International Mother Language Day, we want to highlight how customer support is about emotional as well as business support. It connects with customers at their most vulnerable moments like payment failure, product issues or the issues because of the issues. In such moments, language matters. Speaking to customers in their mother tongue puts them in comfort and increases their trust. 

When customer support speaks your language, they just don't solve your issues; they value your identity.

Zoho Desk empowers both customer support representatives and customers with its features to provide a wholesome experience.

What’s in it for customer support professionals?  

Customer support works best when both customers and support professionals operate in their comfort zones. While we often say, “the customer is king,” true service excellence happens when agents feel just as supported and valued.

Here's what Zoho Desk's got for the agents working inside:
Agents can choose their interface language to view menus, navigate modules, manage tickets, and work across dashboards from their profile settings. Currently, Zoho Desk supports 26 languages to increase accessibility for agents, improve their confidence, and efficiency while resolving tickets.

But what about tickets?  

Yes, tickets don’t arrive based on agent preferences. They arrive in the language the customer writes in. If a customer writes in Spanish, Hindi, Tamil, Marathi, or French, the ticket appears in the respective language.

For this, Zoho Desk offers built-in translation support. Agents can use Googles translate option within the ticket view to translate the ticket. It doesn't stop there. Agents can also type their responses in the resolution box, translate them into the customer's language, and send replies. You can also use Zoho Translate, powered by Zia, to translate your tickets.

So, how about customers?  

Customer engagement is not only about resolving tickets. It involves empowering customers, reducing their waiting time, and making a resolution available. Making a self-support customer-centric approach strengthens customer relationships irrespective of your business size and location.
Zoho Desk offers a multilingual Help Center where businesses can enable multilingual support for the Help Center portal. With this, users can choose to have the Help Center in their preferred language. You can also translate the knowledge base articles into various languages to help people from different regions.

These settings will enable customers to search FAQs quickly, understand solutions clearly, and sort their challenges soon. Finding a solution in your own language is far easier than mentally translating technical instructions. So, when customers read and understand in their own tongue, along with their confidence, engagement also increases.

And how do they connect?

Every customer support is centered around one thing: "The Human connection".

Nothing can replace the warmth of a human connection to resolve issues, provide solutions, and offer a culturally aligned response. Customers get comfortable, gain trust, and loyalty when they interact with support reps who speak in their language, work in their time zone, or even from their region. With Business hours and automation, you can form region-specific teams, route agents to local time zones, and offer localized communication. You can connect with customers locally, provide support globally, and create engagement meaningfully.

This International Mother Language Day, let us look at customer support differently:

It is about solving issues, reducing response time, and improving metrics by valuing culture, language, identity, and ethnicity, because these are what make every customer unique. When customer support respects identity, engagement becomes emotional, loyalty becomes natural, and connection becomes stronger.

• Topic Participants

• Lydia | Zoho Desk

  

• Ram Freedman

  

• Sticky Posts

• Register for Zoho Desk Beta Community

  With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

• Share your Zoho Desk story with us!

  Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

• Tip #1: Learn to pick the right channels

  Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

• Welcome to Zoho Desk Community - Say hello here!

  Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

• Webinar 1: Blueprint for Customer Service

  With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

• Recent Topics

• Attendance, Reimagined: Smarter Views for Teams and Individuals

  Tracking attendance shouldn’t feel like a chore. With the revamped Attendance module UI, Zoho FSM makes it easier than ever to monitor work hours, check-in activity, and team availability—whether you’re managing an entire workforce or just keeping an

• Logistics Industry: Learn to create amazing appointment scheduling sites

  In the logistics industry, the quality of service is something that cannot be shown to others unless they experience it.  Sure, there are metrics that show how you fare when compared to your competition, but then, it only communicates little with respect to quality. The usual route which firms in logistics took are advertisements, to which the internet has opened alternatives in today’s digital age like websites and appointment scheduling sites. A great online presence can help you communicate with

• Customer Management: # 1 Pick a Convenient Way to Onboard Customer

  When Meera opened her bookstore, onboarding customers was effortless. A customer walked in, picked a book and left with a handwritten bill. As the store gained popularity, things changed. " Can I place an order over the phone?" a customer asked one day.

• Fetch ALL items from Inventory and send to Google Sheet using Flow

  The title says it all -- I want to fetch the Item name, SKU, Purchase rate, and Sales rate for ALL items in Zoho Inventory and have them populate a tab in an existing Google Sheet. I have already successfully made this work for one item, so the flow is

• Why Document Integrity Matters at Every Stage of the Contract Lifecycle

  Contracts are legal records that must stay authentic and traceable from creation to expiry or termination. In Zoho Contracts, several design decisions focus on protecting the integrity of every document. These measures ensure that no important details

• affichage pièces jointes impossible

  Bonjour, aujourd'hui je n'arrive pas à afficher ni à télécharger les pièces jointes dans ZOHO CRM. J'utilise Chrome, j'ai vidé les caches et les cookies. Mais cela ne change rien. Merci de votre aide

• Reminder to renew subscription.

  Whenever I try to add to one of my notes a " renew your subscription" window pops out and won't Close disallowing me to edit. Why should I renew my subscription on an application with at best such bugs and at worse such underhanded ways to force ren

• Fields not coming through, not pulling data

  Forgive the noviceness of my vocabulary. I am in Zoho flow connecting CRM and Projects. When an opportunity hits a certain stage, it will create the project in Projects, and bring in data from the opportunity. Everything is working, except for two fields

• Smartsheet Integration

  Has any in the community been able to integrate Zoho Desk with Smartsheets using Zoho Flow? I am trying to get the Smartsheet Row ID based on ticket data and cannot find documentation on the Get Row function for Smartsheet. It is asking for a Query String

• CRM Campaign - how to mass remove contacts?

  Does anyone have a solution for removing all contacts from a CRM campaign. Seems that one by one is the only option. 

• Send out follow-up email in the same thread (threaded conversations in individual emails) from Zoho CRM

  Hi, I'm new to Zoho. I'm trying to send individual emails to my leads one by one. And I'll send out follow up email if I don't hear back from them later. However, instead of sending a new email, I want to reply in the same email thread so that the recipients

• Cadence Support in Zoho Vertical Studio

  We would like to know whether it is possible to create and configure Cadences in Zoho Vertical Studio, similar to the Cadence feature available in Zoho CRM. Please confirm if Vertical Studio supports creating cadences for modules and users, and whether

• Removing "Products" as mandatory field from Sales Order creation page

  Hello, friends According to our workflow, we should: 1) create Sales Order (Stage "New") 2) call and discuss the Products with a customer (Stage "Communication") 3) add the Products to the Sales Order during the call However, "Products" is mandatory to

• Zoho Books says "The customer "Hakimuddin P A Ali" already exists. Please specify a different name.""

  One of my transaction is not getting posted from Stripe to Zoho books. I already checked in Zoho books that there is no customer already present in Zoho books with the same name (as the error mentions) I already raised this complaint on Zoho flow portal,

• Is it possible to automate a file to be directly uploaded to a specific subfolder in Zoho Workdrive?

  I am establishing a workflow so that when a new task is marked "complete", the document submitted in the task (under the "Documents" tab) is automatically uploaded to a specific subfolder in the associated WorkDrive for the project. However, the dilemma

• Steuerberater der Zoho benutzt in Deutschland

  I write in English because the issue is related to German regulations. Wir sind ein Unternehmen, welches aktuell keine Pflicht zur doppelten Buchführung hat. Aktuell bucht unser Steuerberater jeden Beleg, auch unsere Auslagen. Wir würden dies gerne selbst

• Why are some folders not showing up as an action trigger in Zoho Flow?

  I am currently working on a flow that automates the process of creating a folder in WorkDrive once a Task List is created. When I am selecting a destination for the folder, some projects are not showing up. I intend to create a folder within a specific

• Getting Date from PostgreSQL error

  I am pulling data from PostgreSQL table into a CRM record via FLOW but the field is coming out empty. Need some suggestions: Field Type in CRM: Date/Time Field value in PostgreSQL: 2024-12-05 21:06:32.479 Field value in FLOW "Fetch Row": created : "2024-12-05T21:06:32.479382000",

• Zoho Flow to SendOwl API error

  SendOwl is listed in the apps list of Zoho Flow. When trying to connect through the API with valid key and secret, the error given is: SendOwl says "HTTP Basic: Access denied" It seems Zoho doesn't connect via HTTPS. I've already tried using webhooks,

• decisions based on content of a ticket

  Hi, I need to create a flow that sends automated email based on the content of a ticket in zoho desk. I have certain tickets that are formatted in a particular way, and contain certain keywords. How can I filter (based on decisions) the tickets based

• Newline Character "\n" parsing problem in webhooks

  Hi there, I am facing an issue in Zoho Flow (maybe a general issue or maybe only in Zoho Flow): I have this function: void sendListWebhook(string url, list array) { for each arrayElement in array { result = invokeurl [ url :url type :POST parameters:arrayElement.toString()

• One Company, multi branches, multi warehouses and I need to manage this in one organization

  Dears,  I'm a new user to zoho solutions,  however I found a lot of persons giving a nice feedback about it also a lot of good reviews. I though why we try to move to it in our company. I'm not sure if Zoho could give me all what I need or not that's why I'm going to post in this topic most of the things I know about managing our business to let you ,as zoho experts, tell me if Zoho will meet my business requirements or not. First of all we are a flowers and landscaping company we have like 6 to

• Migration Evernote

  Bonjour Apres plus d'une dizaine d'année passer avec evernote j'ai décidé de franchir le pas . J'ai débuté par migrer mes notes vers zoho et depuis la migration est bloquée. Impossible d'avoir un retour du support malgré plusieurs mails et tentative d'appel

• Pushing GCLID info from Gravity Forms to ZohoCRM

  We are switching to Gravity Forms from Zoho Forms and I cannot find any good info on how to make sure my GCLID tracking info is pushed through to the CRM through my new forms. There was an article in the documentation about placing something within the

• On Zoho Flow, Record deleted trigger from Zoho Creator

  On creating flow in Zoho Flow, when we select app Zoho created, it provides 3 trigger options - Record created, Record updated and Record created or updated We need trigger on "Record Delete" as well, We have a use case to fire our system api if record

• Zoho Flow Switch On Not Working

  I have created a flow which is when the mailbox address received the email that meet the condition will auto fetch the contact, account and finally create the ticket by using Zoho Desk. When I do a test and debug on my flow it work well as what I expect

• MS Teams Flow Integration Question

  Where can I find the chat ID for the "Post message to chat" target?

• Zoho Flow - Access denied to recover recording from call module - OpenAI

  Hi, I am trying to build a Flow to recover recoding when a new call is saved in my CRM. I have integrated my CRM with ringcentral and the recordings are saved in the event. Trigger: When new module entry Step 2: Fetch module entry (Zoho CRM says "permission

• Unable to send price in big commerce from zoho flow.

  I am creating a flow from zoho flow to create a product in zoho inventory and sending this to big commerce. But the problem is like when ever i send the price its getting error. it require decimal format value if i am sending ${trigger.sales_rate} the

• Not sending mail to new lead in zoho flow

  I have created a flow in zoho flow and triggered an action to send email notification when the new lead is created but even after user entering the mail id the email is not going to them

• Access query string from incoming webhook URL in Zoho Flow

  I have a fairly straightforward use case, but cannot find anything conclusive on this subject. How can I simply access the query string of the incoming webhook request in Zoho Flow? I am attaching the Deal ID to the end of the request like: https://flow.zoho.com/762439902/flow/webhook/incoming?zapikey=1001.0dec2d7dd15080c464a13925275f0129.448c23ee219c545c89f5a178456cfc8b&isdebug=false&dealID=${Deals.Deal

• 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

• Identify Unused Deluge Functions in Zoho CRM

  Hello Zoho Support Team, I would like to request a feature that helps administrators identify unused or rarely used Deluge functions in Zoho CRM. Currently, Deluge functions are distributed across different areas, and there is no centralized overview

• Update on V2 API End-of-Life Timeline

  Dear Users, Earlier this year, we shared the launch of the V3 APIs and requested users to migrate from the older V2 APIs by December 2025. We have received valuable feedback from our users and partners regarding their migration timelines. We are happy

• Run a workflow after record merge

  Hello, We are wondering if there is a way to trigger a workflow after two records are merged? We have a sms service that use to text back and forth with Prospects and Contacts. To make it easy for our users, we automatically create them in this other

• Live webinar | The Evolution of Zoho Show: 2025 Feature Recap

  2025 has been a year of exciting updates and features for Zoho Show. From advanced design and formatting tools to smarter presentation delivery, enhanced collaboration, and AI-powered features—along with the launch of our desktop apps, Show has continued

• Batch Tracking custom function

  Hi fellow zoho users, We have our ecommerce site setup to shopify. I have some products I want to add batch tracking too, my only issue is that it breaks our shopify workflow (create sales order, invoice, payment, package) because it requires us to manually

• Include Suggested Articles in New Ticket Email

  When someone creates a new ticket, is there any way to include recommended knowledge base articles (like the ones Zia Suggests) in the email notification to the user? When they're waiting for a reply, it would be nice to have sent them some recommended

• Zoho Flow + QuickBooks Estimates – Line items not created from CRM subform

  Hi everyone, I’m trying to create QuickBooks Estimates from Zoho CRM Quotes using Zoho Flow. I’m aware that Zoho Flow’s native “Create Estimate” action does not support multiple line items, so I followed the community guidance for Invoices using a custom

• SAP S/4 HANA Integration via ZOHO Flow

  Hi How do I change the SAP Client ID while creating a new connection ? MY client ID is 421. I believe the client id should be an input field for length 3 numbers rather then a drop down to select from a fixed set of values. Thanks

• Next Page