XML format to import knowledgebase into Zoho Desk

• Topic Participants

• Bulent Tugrul Yuksel

• Lawrence (Larry)

  

• teejames

• Meg G

• Help Desk Migration

• Sticky Posts

• 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

• 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

• Recent Topics

• How to update task start date when project start date changes?

  Hi there, When the start date of a project changes, it's important to update the start dates of the tasks associated with that project to reflect the new timeline. Is there a way to shift the start date of all project tasks when the start date of a project

• ZOHO DESK | SET PERMISSION NOT TO ALLOW SPECIFIC AGENTS TO CREATE TICKET

  Hi Zoho Team, I have a question regarding this: "Team Desk are the ones to have the permission to create a ticket, Team OPS resolvers must not create a ticket." - How to set permission to Team OPS resolvers for not creating a ticket? Only Team Desk should

• On success Workflow not triggering from external Zoho Form submission

  Hello everyone, I'd really appreciate your help. I'm building a system, where I'm using Zoho Creator as a crm/spreadsheet to manage movements of inventory. I have 3 "forms" or tables, where one is a main table for obersving status on all inventory, another

• Add Comprehensive Accessibility Features to Zoho Desk Help Center for End Users

  Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request to enhance the client-facing Help Center in Zoho Desk with comprehensive accessibility features, similar to those already available on the agent interface. 🎯 Current

• Tax is missing in expense unable to submit report

  Im getting the above error when submitting a report with an expense. Its complaining about the Tax is missing but there is no Tax area just "Amount". And if I try to Itemize the amount to break out the tax portions with the initial product portion it

• Time-based Automations updates does not trigger Webhook

  Hi, When a ticket is updated by Time-based automation, it doesn't seem to trigger the webhook event. I looked at the ticket history for the problematic tickets, they were all changes made by action with this label: `Ticket was updated through a Time-based

• Can't find parent child ticketing

  Hi I can't find parent child ticketing under tickets in this new organization... I have in the past on other organizations

• Filtering Parent and Child Tickets in Analytics

  Hello Zoho Support Team, We’ve noticed that when checking our ticket analytics in Zoho Desk, the data merges both parent and child tickets for key metrics like the number of new tickets, closed tickets, and first response time. This results in inaccurate

• Link Zoho Inventory Sales Order with Zoho Desk Ticket

  I'd like to, in a Zoho Inventory Sales Order, see linked/related Zoho Desk tickets. When I'm in Zoho Desk, I can look up related tickets to the sales order, but I can't seem to do it in the reverse manner (where when I'm in a Zoho Inventroy Sales Order,

• Shopify integration

  I need to integrate Shopify with Zoho Books

• Function #32: Schedule low stock notifications on a timely basis to specific users of the organization

  Hello everyone and welcome back to our series! For a business that heavily relies on inventory, monitoring the stock levels and getting timely notifications of low stock items will ensure a smooth sail. Zoho Books allows you to always keep a check on

• Can't type latin characters Mac x Windows

  I access a Win XP machine using Chrome on Mac OS X High Sierra and I can't get special characters like á é ó â ê ô ã õ à í ú to work. I tried a few different keyboard layout setups, but nothing worked. I end up having to type a lot of stuff in a local notepad for further copy and paste, which is not convenient at all. Am I missing anything? How can I make this work? Thanks.

• Zoho People & Zoho CRM Calendar

  Hi, Does anyone know if it is possible to link Zoho People and the calendar in CRM? I would like when holidays are approved they automatically appear in the calendar on CRM. Thanks 

• How to add Leave Type Permission Start Time

  Hi, I have a requirement to add Leave Type : Permission Start Time on the email template to which is end to the reporting manager. But I am unable to find the field in the list of fields. How to achieve this?

• How to get batch number of item by api?

  Hi there, Is there any way to get batch number of item by api? Batch number is the batch reference number in https://www.zoho.com/inventory/help/advanced-inventory-tracking/batch-tracking.html . When I call the https://www.zoho.com/books/api/v3/#Items_Get_an_item

• Questions about ACH in Zoho Billing

  We have ACH enabled for subscriptions in Zoho Billing and we have the option enabled for users to be able to log in to their bank to add the account to their payment methods. Questions: 1) If the user's bank isn't supported via the log-in method, will

• Zoho Writer Default Publish Setting for Mail Merge

  Hello, I was thinking of using Mail Merge to create documents from CRM and automatically link them. However, I noticed the "publish" function and it seems the default is "to the world". This creates some anxiety as it is not clear what this "to the world"

• Contacts Profile

  Is there a way to add a picture to my contacts profile? You have an outline of a person but no way I can see to import a picture.

• Tip 46: View resource allocation while adding or editing tasks

  Keeping track of employees workload can be daunting but also necessary. Overloading employees with work can cause burnout and reduce productivity.  Managers should be able to identify resources who are less engaged when assigning tasks. This will ensure a balanced workload and also improve employee's efficiency. Zoho Projects lets you identify resources who are available to take up a job when you add or edit a task.  ​ Assign the task to team members and the calendar in the Start Date field will display

• Switching Between Multiple Zoho One Organizations in New UI

  Here’s a polished version in English that you can use on Zoho’s support or community forum: Subject: Switching Between Multiple Zoho One Organizations in New UI Hello Zoho Community / Support Team, I’m currently managing two independent Zoho One organizations.

• .ds import error from .ds file

   Problem encountered while creating the application Exception occured while publishing message to the topic :: [DataModelTopic]

• Fully functional FSM workflow

  I am using Books, FSM, Begin and Desk. At this moment, FSM is not fully functional even on its own. For example, Customer A buys 4 air-cons and 3 brackets from us. We are fine to create WO manually in FSM. This should be the full loop for a FSM workflow:-

• Connect Woocommerce new order to zoho books via zoho flow

  Hello i want help to create a flow to create a new sales order from woocommerce to zoho books. Can someone send me step by step flow, functions and fields?

• What's New in Zoho Invoice | April - June 2025

  Hello everyone! We're excited to share the latest feature updates and enhancements we've made to Zoho Invoice from April to June 2025. In this, you will learn more about the following features: New Integrations via Zoho Marketplace Add Images to Email

• PROJECTS - More flexibility with task and pricing

  Hi Everyone, I would like to use PROJECTS in my Zoho Booking app but it does not fit into my business. For example: I charge per sessions fixed price. My session usually are 2 hours and I bill the customer on the end of the month. My session can have

• Is it possible to change default payable account for a bill?

  We have a case where we need to change a bill account from the default accounts payable to another account (it can be current asset or current liability, depending on the case). However, Zoho Books has set default account for bills, (accounts payable)

• how to upload a reviewed price list in zoho to replace the existing price list

  Price list upload for my zoho books

• Company details and emails

  Our company has recently been rebranded and we have new email address - How do I update information for users. I have tried to re invite users with new email but it sends me to organization and there is no where I can change the email or invite with new

• Linking Resale Certificates to Customer Locations

  Florida Resale Certificates must be on every customer invoice. We have customers with multiple locations and each location has a seperate FL Resale Certificate. The FL Resale Certificate makes the transaction EXEMPT from Sales Tax. Can FL Resale Certificate

• Notebook App Not Opening

  I love this app but for the last 2 days it recuses to open. My phone tells me the app is bugged and I must wait for a new update. Is anyone else having this problem or is something going on with me? I have many important notes that I can't necessarily

• Admin and Dispatcher Users show as Field Technicians in Dispatch Module?

  Hi Zoho, Our Admin and Dispatch user both show up as Fied Technicians / Field Agents in the Dispatch module, but they most certainly should not be assigned to any of the work orders and service appointments. These users are NOT service resources. How

• Copy Sales Order Reference# to Purchase Order#

  Hello, We use our customer's purchase order number as the order number on our purchase order to the supplier.  We direct ship everything from our suppliers and the customers then see their PO number on the packing notes (instead of a sequentially-generated one). Therefore, is it possible to use automation to copy the Sales Order Reference# (customer PO) to the respective Purchase Order# (our PO) when converting the Sales Order to a Purchase Order?

• Free webinar: Zoho Sign in Q2 2025: A quick walkthrough

  Hi there! We’re halfway through the year—and Zoho Sign has some exciting enhancements to show for it! Join us in our upcoming webinar to discover what's new and what you can look forward to. What will this session cover? Explore the newest features introduced

• Using a Webhook as an Action

  I have been able to setup where I can use a webhook as a Trigger, but I am wondering how I can use a webhook as an Action. In the Zoho Flow Builder when using Zoho CRM as a trigger, I do not see a way to invoke a URL to POST json data that can be used

• Adding commas to a numeric value

  Hi, I want to add commas to numeric values so that they look like money E.g 1234.56 to 1,234.56 12345.67 to 12,345.67 12345678.90 to 12,345,678.90 How do you do that in Deluge? Thanks for the help

• Pushing Zoho People leave into Microsoft calendar: how to chose how "event" is shown (busy, free etc)

  Hi, how can I select how a "leave" event is pushed into Microsoft calendar? I want for leave "working elsewhere" to show as working elsewhere and NOT as busy.

• Custom Bulk Select Button

  Zoho CRM offers the ability to select multiple records and invoke a Custom Button This functionality is missing from Recruit Currently we can only add buttons in the detail page and list But we cannot select Multiple Records and invoke a function with

• Tiktok and Instagram Carousel with Music

  Is it possible to add music or sound (can be downloaded or uploaded or attached) when we upload carousels in IG and Tiktok?

• [Product Update] Locations module migration in Zoho Books integration with Zoho Analytics

  Dear Customers, As Zoho Books are starting to support an advance version of the Branches/Warehouses module called the Locations module, users who choose to migrate to the Locations module in Zoho Books will also be migrated in Zoho Analytics-Zoho Books

• Once again, non-admins can no longer revise the site map

  Not sure when this change happened, but it's a problem now. This appears to be a regression on this issue: https://help.zoho.com/portal/en/community/topic/bug-non-admins-can-no-longer-revise-the-site-map ... which was solved. That issue was also a regression.

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