Zoho Desk
Zoho Desk Creating Workflow Automations
Workflow Rules automate the process of sending alerts, assigning tasks, and updating fields when specified conditions are met, eliminating manual work your team would otherwise repeat on every matching ticket. The Four Components Workflow Rules. The ...
Zoho Desk Predefined and Custom Ticket List Views
Ticket List Views let you organise and see your tickets grouped by criteria that matter to you, using either the ready-made predefined views or building your own custom ones. Predefined Views Zoho Desk includes a set of ready-to-use views out of the ...
Sending Outbound Emails from Zoho Desk
There are times you want to reach out to a customer proactively, letting them know you've raised a ticket for them, or sending a notice such as scheduled maintenance, without them having submitted anything first. The Send as Email feature lets you do ...
Zoho Vault and Zoho Desk Integration
Integrating Zoho Vault with Zoho Desk lets your support agents securely access and share passwords directly within their support workflow, without ever exposing the passwords themselves in plain text, and adds a genuine security layer around who can ...
Zoho Desk: How to Spawn or Split a Ticket
Yes, you can split a ticket in Zoho Desk, turning a specific reply or thread within an existing ticket into a brand new, separate ticket. Why you'd split a ticket A single ticket sometimes ends up covering more than one distinct issue, for example a ...
Zoho Desk - Gamification for Community Users
A simple way to engage your Community users is to incentivise their participation. Points, levels, and badges, while not tangible, make people feel noticed and appreciated for the time they put into helping others in your Zoho Desk Community. A ...
Integrating Zoho Desk with Zoho CRM
Integrating Zoho Desk with Zoho CRM gives your sales and support teams a shared view of the customer, so agents can see deal context while resolving tickets, and sales reps can see support history before a call. Setting Up the Integration From either ...
Zoho Desk Service Level Agreements (SLAs)
A Service Level Agreement (SLA) in Zoho Desk defines how quickly your team must respond to and resolve customer tickets, setting measurable standards for performance and keeping agents accountable, while also acting as a genuine promise to customers ...
Zoho Desk Handshake Mode
Manual ticket prioritisation isn't just an inconvenience; it takes valuable time away from actually resolving customer issues. Handshake Mode automatically orders your tickets into columns based on the customer's status in Zoho CRM, letting your ...
Managing Departments in Zoho Desk
A company might have multiple teams handling different types of customer queries, for example a Technical Team for after-sales support and an Accounts Team for billing queries. In Zoho Desk, these are called Departments, and each functions almost ...
Do You Have a Suggestion for Screen Capture?
Zoho Annotator is Zoho's free screen capture and annotation extension for Chrome and Firefox, and its feature set has grown considerably since it was first documented. What It Can Capture A full page, just the visible area, or a specific part of a ...
Does Zoho Desk Have Asset Management?
No, Zoho Desk does not include native asset management as a built-in module. This remains true today, though the options for adding asset tracking around Zoho Desk have expanded considerably since this was first asked. Current Options for Asset ...
Is There an Option in Zoho Desk to Replace Values in a Picklist?
Yes, Zoho Desk lets you change picklist values, and it's worth understanding the difference between the two available options, Edit and Replace, since they behave very differently on records that already use that value. Where to Find This Go to ...
What Happens to Resolution Time When You Reply to an Old Closed Ticket?
When a customer replies to an old, closed ticket, Zoho Desk automatically reopens it, and this raises a natural question about how that affects the ticket's resolution time and SLA figures. What Happens on Reopen A response to an old ticket reopens ...
Automatically Add a Cost to an Agent When They Create a Time Entry
This has changed since it was originally answered. Zoho Desk now supports applying a billing rate to time entries automatically, though the mechanism is based on setting rates per agent, profile, or ticket, rather than the system inferring a cost ...
Is There a Way to Assign the Ticket to Another Department?
Yes, a ticket in Zoho Desk can be moved from one department to another at any point after it's created. How to Move a Ticket Open the ticket you want to move. Click the More icon (the three dots) in the top-right corner. Select Move from the menu ...
One "Fix" Multiple Accounts
This was originally a feature request: when a bug or an upgrade affects multiple customers but starts as a single ticket, businesses wanted a way to replicate that fix across every affected customer's account, with a clear record showing the issue ...
Is There a Way to Stop an Acknowledgement for One Specific Email Address?
By default, Zoho Desk sends the same automatic ticket acknowledgement to every contact who raises a ticket. If you need a specific email address, or a whole domain, to be excluded from that acknowledgement, this is generally achieved with a Workflow ...
Can We Export from Zoho Support?
Yes, you can export data from Zoho Desk (also known by its older name, Zoho Support), and the export functionality has been substantially upgraded since it first launched. Export versus Data Backup Export. Manually export records from a specific ...
Can We Remove Channels Such as X (Twitter), Facebook, etc.?
The Channel field values in Zoho Desk, covering options such as Email, Phone, Web, Facebook, Instagram, and X (formerly Twitter), are system-defined. These represent the actual sources a ticket can originate from, so they can't be individually ...
Error "Already a Category/Section Exists in This Name"
This error appears when you try to create a new knowledge base category or section using a name that was previously used by a category or section you've since deleted. Zoho Desk still considers that name reserved because the original record hasn't ...
How Do I Integrate Zoho Desk with Zoho CRM - Related Lists?
Once Zoho Desk is integrated with Zoho CRM, tickets appear as a related list on your chosen CRM modules, typically Contacts and Accounts, letting sales reps see a customer's tickets directly from their CRM record. For the full, current setup guide, ...
Zoho Support Ticket Number Increments
This has changed considerably since it was first documented. Customising your ticket ID format is now a native, self-service feature in Zoho Desk, rather than something requiring Zoho support to change on the back end. What You Can Customise Starting ...
How Do I Change the From Address on My Email Response to My Email Address?
By default, replies sent from Zoho Desk go out via Zoho's own mail servers, which can show recipients an "on behalf of" wrapper around your address in some email clients. Setting up your own custom SMTP server lets replies genuinely come from your ...
How to Map Your Domain in Zoho Desk
Domain Mapping lets your customers and agents access your Zoho Desk portal from your own domain, for example support.yourcompany.com, instead of the default Zoho Desk subdomain. Genuinely good news since this was first documented: You no longer need ...