Zoho Desk
Worked Example: Building a Two-Tier SLA Policy with Escalations in Zoho Desk
Reading about SLA policies in the abstract only gets you so far. Here is a worked example of building one from a real brief, so you can see how the pieces fit together before setting up your own. The Brief A support team wants two tiers of service: a ...
Zoho Desk Ticket Threads Explained: Splitting, Merging and Forwarding at a Glance
A ticket in Zoho Desk rarely stays a single, tidy conversation for its whole lifecycle. A customer replies with a second, unrelated question halfway through a thread, two people raise what turns out to be the same issue, or a reply needs to go to a ...
WhatsApp Business Platform Pricing Changes from 1 October 2026
Starting 1 October 2026, Meta is changing WhatsApp Business Platform pricing, and these changes affect WhatsApp messaging and related charges within the IM module in Zoho Desk. Given how imminent this is, it's worth reviewing your setup now rather ...
How Does One Reset the Chat Admin in Zoho Desk?
Resetting who's set up as the chat admin for the Zoho Desk Chat module (powered by SalesIQ) isn't currently a self-service action from within Zoho Desk itself. It needs to be actioned by Zoho support on the back end. Why This Requires Support ...
How to Rebrand Your Zoho Desk Account
Every organisation has its own identity, from its logo to its portal name, and it makes sense for those details to carry through into the tools your team and customers use every day. Zoho Desk lets Support Administrators rebrand the help desk account ...
Troubleshooting issues with rebranded portal
Before getting into the troubleshooting itself, it helps to have a quick overview of what rebranding involves in Zoho Desk. Rebranding in Zoho Desk Zoho Desk includes a Rebranding option under General Settings, giving administrators the ability to ...
Fix Missing Zoho Desk App Notifications by Resetting Profile Settings
If app notifications in Zoho Desk arrive inconsistently, particularly when you have been tagged or mentioned in a ticket, this is usually down to a technical glitch rather than anything wrong on your side. Email notifications still arrive as normal, ...
Data Prep Tips for Smooth Migration of Critical Modules: Threads and Conversations
Moving your customer support data from a legacy system into Zoho Desk is a strategic step towards better efficiency, scalability and customer experience. How well it goes depends heavily on the completeness and accuracy of the data being transferred, ...
Troubleshooting Reply Issues in Zoho Desk Mobile App
If you cannot reply to tickets from the Zoho Desk mobile app, you are not alone. Plenty of users run into the same problem, particularly when the reply option appears to be missing or unresponsive. This article works through the likely causes and a ...
Avoid Data Migration Roadblock Using Correct Ticket and Comment External IDs
Migrating data from an existing helpdesk platform into Zoho Desk is a critical step for keeping operations running smoothly, preserving customer history, and protecting team productivity. The process can get complicated when certain technical ...
Ensure Migration File is Submitted in CSV Format
Data migration is not just about transferring information, it is about preserving context, relationships and history. Following the correct sequence, using the right file formats, and making sure external IDs are properly mapped all help you avoid ...
Downloading a HAR file
When something goes wrong in the browser while working in Zoho Desk, developers and support representatives often turn to an HTTP Archive, or HAR, file to work out what happened. This article covers how to generate and download one so it can be ...
Fetching Ticket View ID
Users sometimes run into difficulties with ticket views in Zoho Desk and turn to the support team for help. To get to the bottom of these issues, support representatives usually need the View ID belonging to the specific view involved. What is a View ...
Getting Email Headers to Troubleshoot Email Failures
Email headers play a key role when diagnosing communication issues within a help desk. Depending on what has gone wrong, an agent may need to see the headers of an outgoing or incoming message to work out why a delivery failed, why a message arrived ...
Setting Up 301 Redirects for Zoho Desk Knowledge Base Articles
Every Zoho Desk Knowledge Base article is identified by a permalink, a URL made up of the category name, any sub-category names, and the article title, which is generated automatically when the article is published. Over time, updates and edits can ...
How to Create a Rule Using Zoho Desk Automation Studio
Creating a rule in Automation Studio takes just a few steps, whether you're building something simple or a flow with several branches. Note: Automation Studio is currently being opened on a request basis. To request access, raise a request using ...
Building Blocks in Zoho Desk Automation Studio
A flow in Automation Studio is built from two essential elements: Events, which trigger the rule, and Blocks, which define its logic and actions. This overview links out to a focused article on each building block. Note: Automation Studio is ...
Delay Block in Zoho Desk Automation Studio
The Delay block pauses an Automation Studio flow for a set duration, or until a specific date and time, before it continues. This is essential for time-sensitive workflows such as follow-up emails or reminders. When a flow reaches a Delay block, ...
Fork Block in Zoho Desk Automation Studio
The Fork block splits an Automation Studio flow into multiple independent paths that all run at the same time, letting unrelated actions execute in parallel rather than one after another. For example, a rule could send an immediate acknowledgement ...
If Block in Zoho Desk Automation Studio
The If block adds conditional logic to an Automation Studio flow. It evaluates the criteria you give it and only lets the flow continue if that condition is met, otherwise that path terminates there. For example, if the criteria is set to Priority is ...
Action Block in Zoho Desk Automation Studio
Action blocks define the operations an Automation Studio rule actually carries out, such as updating fields, sending alerts, or sending instant messages. Multiple action blocks can be added to a single flow, and they execute in the order you ...
Events in Zoho Desk Automation Studio
Events determine when an Automation Studio flow begins execution, based on something happening to a record, such as a ticket being created, a field being updated, or a comment being added. How events work A rule can be triggered by more than one ...
Automation Studio in Zoho Desk: An Overview
Every business has processes that involve multiple flows, decisions, and stakeholders. A customer onboarding process, for example, might need welcome emails, account manager assignment, scheduled follow-ups, and record updates carried out in a ...
Conditional Branching in Zoho Desk with Automation Studio
Zoho is introducing conditional branching in Zoho Desk through Automation Studio, letting businesses manage complex, multi-condition customer service workflows within a single automation rule, rather than building and maintaining several separate ...
Can the Zoho Desk Help Centre Be Customised with Custom HTML and CSS?
Yes, the Zoho Desk Help Centre can be customised with custom HTML and CSS, going well beyond the basic colour and font options, letting your Help Centre feel like a genuine extension of your own website. Availability by edition Note: HTML ...
Customising Your Zoho Desk Help Center Home Page
The Zoho Desk Help Center home page can be customised using a simple drag-and-drop editor, letting you control which widgets appear and how tabs are organised, without needing to write any code. Note: Users need the Support Channels administrative ...
Zoho Desk Formula Fields: Automate Calculations
Formula Fields let you automate calculations directly within a ticket or record in Zoho Desk, combining functions, operators, and existing fields, rather than agents working out values manually. What formula fields can calculate Numeric calculations. ...
Zoho Desk Integration With Zoho Meeting
Zoho Desk integrates with Zoho Meeting, and other meeting services, letting agents schedule, join, and manage meetings directly from a ticket without switching to a separate app. What the integration does Create, view, update, and delete meetings ...
Zoho Desk: Parent and Child Ticketing
Parent-Child Ticketing lets you link a group of related tickets together, designating one as the parent and the rest as children, so agents working on interconnected issues have full context and can resolve them together rather than in isolation. ...
Launching Zoho Service Plus
Zoho Service Plus is a unified customer service management platform that bundles Zoho Desk with several other Zoho products into a single interface, so customer-facing teams don't have to switch between separate apps to get a full picture of a ...
Zoho Desk: Manage Helpdesk Users
Zoho Desk manages user access through two separate layers: Roles and Profiles. Understanding the distinction is key to setting up permissions correctly. Roles versus Profiles Roles control which tickets and records an agent can see, based on your ...
How Many Departments Can You Have in Zoho Desk?
How many departments you can create in Zoho Desk depends on your edition, and whether you can use multiple departments at all depends on your edition too. Multi-department support by edition Note: Multi-department support is a feature reserved for ...
Creating Ticket Assignment Rules in Zoho Desk
Assignment Rules automatically route tickets to the right agent, team, or department in Zoho Desk, so tickets don't sit unassigned waiting for someone to notice them. Direct Assignment Routes a ticket to a specific agent, team, or department based on ...
How Do I Restrict Zoho Desk Knowledge Base to Specific Groups of Users?
Yes, you can restrict Zoho Desk Knowledge Base content to specific groups of end users, using User Groups to control which articles or community content each group can see. What User Groups let you do Groups are collections of end users, often ...
Zoho Desk: Following a Ticket
Following a ticket in Zoho Desk keeps you notified of its activity, such as new replies, comments, and status changes, without needing to keep checking it manually. How to follow a ticket Open the ticket's detail view. Click the More Actions icon in ...
Support Desk Migration
Migrating to Zoho Desk, whether from another help desk platform or consolidating multiple accounts, involves getting your existing tickets, contacts, and knowledge base content across cleanly, without duplication or broken relationships between ...
Configuring Zoho Desk for JIRA
Integrating Zoho Desk with JIRA lets your customer support team and product/engineering team work together seamlessly: agents can file tickets as issues, while engineers manage the underlying R&D directly in JIRA, with comments and status updates ...
Zoho Desk Setting Up Customer Happiness Rating
A survey captures a customer's feedback on the support they received while a ticket was being resolved or closed. These ratings, known as the Customer Happiness Index, help you gauge customer sentiment, evaluate agent conduct during internal audits, ...
Zoho Desk Tracking Web Form Analytics using Zoho PageSense Integration
Integrating Zoho PageSense with your Zoho Desk web form lets you see exactly how visitors interact with each field, whether they complete the form successfully, and where they abandon it, turning speculation about a poorly performing form into ...
Zoho Desk Optimise Your Web Form with Relevant Metrics
Optimising a web form comes down to understanding how visitors actually interact with it, and Zoho Desk's integration with Zoho PageSense gives you exactly that data. See our full, current article on Tracking Web Form Analytics Using PageSense ...
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