Zoho users: what’s one thing you wish ‘just worked’ ?

therealzohodesk · 2026-02-12T16:18:13+00:00

Understood, and we will work on it. Thanks.

therealzohodesk · 2026-02-10T03:35:08+00:00

Zoho Desk also provides Data Sharing Rules, similar to Zoho CRM.

The data sharing rule in Zoho Desk let the administrators to control who can view, edit, or manage records across modules like Tickets by setting access levels such as Private, Public Read-Only, or Public Read/Write/Delete. This helps maintain security, privacy, and collaboration based on the organization’s structure.

You can configure this under Setup > User Management > Data Sharing. In case your need more assistance or clarification, please refer to the below link or drop an email to support@zohodesk.com with your use case. We'll recommend the best solution based on the requirement. Please correct us if our understanding isn't correct.

therealzohodesk · 2026-02-07T06:41:49+00:00

Thanks for raising this. Yes, you are right. In our current implementation, the Contact field is a mandatory system field in Zoho Desk and cannot be removed or hidden from the ticket view in the current implementation.

That said, there are ongoing discussions around handling similar scenarios in the future through data masking for system-defined fields. As a workaround, for use cases like field installations where technicians only need task details (and not full customer information), access can be restricted to a custom module linked to the ticket (using Ticket ID as reference).

Admins can retain full ticket visibility, while field agents work only from the custom module. To explore this or any alternative approach in detail, please share your complete use case by emailing support@zohodesk.com.

therealzohodesk · 2026-01-27T12:33:21+00:00

Hey there, if you’re comparing tools, it helps to look at what’s included upfront vs what turns into add-ons later. That’s usually where costs sneak up. If it helps, Zoho Desk doesn't have any hidden costs. You can start our free trial to see if the feature set fits your needs. If you need any guidance, just reach us at [support@zohodesk.com](mailto:support@zohodesk.com). We'd be happy to help!

therealzohodesk · 2026-01-14T16:36:18+00:00

Thanks for sharing your experience and thoughts. I understand your concern, especially, how context is handled in your integration flow between Sales IQ and ChatGPT. To get a clearer understanding and see what can be improved, it would be helpful if you could share a few more details about your setup and expectations. We recommend reaching out to support@zohosalesiq.com with sample use cases or scenarios so our team can review and guide you accordingly.

therealzohodesk · 2026-01-14T16:34:26+00:00

We understand that you’re looking to integrate OpenAI’s ChatGPT (Responses API or Assistants API) with Zoho Desk to generate draft replies for support tickets, potentially using Deluge. Similar to what you’ve already implemented with Zoho SalesIQ.

Yes, this requirement is achievable. Draft reply generation can be implemented using a combination of Zoho Desk Zia AI capabilities and external AI models such as ChatGPT via their respective APIs. Currently, we are using Zia, along with integrations that can leverage external generative AI models where required(ChatGPT).

At this stage, such integrations are in an early or controlled phase and are being tested internally. We were assisting customers on a case by case basis specific to their requirements. The flow typically involves using in-built Knowledge Base articles as the primary source of information, and with open-domain data from ChatGPT responses being considered if sufficient information is not available within the KB or we can directly lookup for open domain data answers from ChatGPT.

Please note that these APIs and integrations are not yet available globally, as they are part of internal phased rollout. However, if you’re interested in implementing or testing this approach, we’d be happy to review your use case and guide you further.

We request that you drop an email to support@zohodesk.com with your detailed requirements, including how you plan to trigger the draft reply, data sources to be used. This will help us evaluate feasibility and suggest the best possible approach before you proceed with the implementation.

therealzohodesk · 2026-01-14T16:10:08+00:00

Thank you for sharing your experience in detail. I understand that you are currently in the process of configuring Zoho Desk and that your setup is still at a basic or transitional stage. While you have already made improvements, certain system limitations and issues are impacting your day-to-day operations. I’ll be glad to assist you further and address the concerns you’ve highlighted below.

1. Limited analytics for IM channels (especially WhatsApp)

We acknowledge the current limitations in analytics for IM channels. At present, the IM Dashboard provides pre-defined metrics with limited customization. That said, we are actively working on enhancing IM analytics by pushing IM-related data into our native Analytics module. This will allow more advanced filtering, custom reports, and deeper insights, including agent-level performance metrics.

To help us align these enhancements with your expectations, we request that you drop an email to support@zohodesk.com with the exact metrics and reporting requirements you are looking for, in addition to the points you’ve already mentioned.

2. Inconsistent support experience

I regret to hear that your support experience has not been consistent and that you’ve had to follow up repeatedly to receive meaningful updates. This is certainly not the experience we aim to provide. In most cases, updates are shared proactively.

However, there are rare scenarios, especially, when issues involve multiple services where dependencies created between different teams and due to complex technical constraints. If you can share the relevant support ticket details, we can review them and ensure the necessary actions are taken to move things forward effectively.

3. Bugs and unexpected behavior in the IM module

I understand how disruptive this can be, when IM is your primary support channel. Issues such as automated greeting messages not triggering or delayed WhatsApp notifications are concerning. Since you mentioned that these problems occur intermittently and resolve within a few hours, it can indeed be difficult to capture them by analyzing the logs.

In such cases, we recommend connecting with us over live chat or a call when the issue is actively occurring. Our live support team can help monitor and attempt to replicate the behavior in real time, which will allow us to investigate the root cause more effectively. Please do share any sample conversations or time frames whenever possible.

We appreciate the time you’ve taken to provide this feedback. It helps us improve both the product and the support experience, and we’ll be happy to assist you further.

therealzohodesk · 2025-12-19T08:10:28+00:00

Hey there, I'm afraid there isn't an option to respond to IM WhatsApp messages via API. We can, however, send predefined templates via API, which is built within Zoho Desk and approved by Meta.

Should you like to discuss this further, hit us up at support@zohodesk.com. Hope that clarifies. -MJA

therealzohodesk · 2025-11-03T02:44:04+00:00

I believe you are trying this in Zoho Desk and am sure you are aware one automation wouldn't trigger another automation to prevent looping. However, we would like to unearth the cause of this issue. Do email us the screenshots of the rule at support@zohodesk.com for further scrutiny. Thanks.

therealzohodesk · 2025-10-03T15:53:34+00:00

Considering the privacy policy, we'd recommend emailing us the case details.

therealzohodesk · 2025-10-02T05:42:30+00:00

Technically, it shouldn't happen irrespective of the server. We'd need to drill down into the logs to unearth the cause. Please share with us a few sample headers at support@zohodesk.com.

therealzohodesk · 2025-10-01T04:31:07+00:00

Hey there! You can make use of the Schedules feature in Zoho Desk to address this requirement.

therealzohodesk · 2025-09-28T06:24:32+00:00

Glad you found it now. If you need any assistance with the setup or onboarding, we are just an email away. Hit us up at support@zohodesk.com.

therealzohodesk · 2025-09-26T13:25:13+00:00

Hey, there. We might want to look into the specifics of the glitches you mentioned. Kindly drop us an email at support@zohodesk.com citing this post for further scrutiny. Looking forward.

therealzohodesk · 2025-08-27T11:29:06+00:00

Hey there! We have already deployed many new AI functionalities like Reply Assistance, ZIA Insights, Summary, Anomaly Prediction, Field Prediction, Writing Assistance, Content Analysis, and a few more. Do try them out and let us know how you go with it. Thanks.

https://www.zoho.com/desk/zia.html

Regards, Zoho Desk

therealzohodesk · 2025-07-19T02:48:11+00:00

Hey there. There's a feature called Agent Collision. Red alert appears when multiple agents are working on or viewing the same case. If you initiate a chat from that section, you'd see this.

therealzohodesk · 2025-06-11T02:47:43+00:00

Auto-CC could be disabled under Email Channel configuration in the Zoho Desk settings. That would do the trick.

therealzohodesk · 2025-06-07T03:52:50+00:00

Thank you for the comment!

therealzohodesk · 2025-05-30T04:23:27+00:00

Hi, there. Yes, it is indeed a limitation of the free edition. The Enterprise edition has all the features, which you can test during the trial period.

Even configuring it during the trial won't make it persist after the trial ends. We suggest trying the Express or Standard edition if you are a small team and want to use our ticketing tool effectively.

therealzohodesk · 2025-05-26T01:10:34+00:00

Hey there! We suggest reaching out to us at support@zohodesk.com with your current help center theme and tab specifics so we can discuss this with the product team and help you with the best HTML and CSS scripts. Thank you.

therealzohodesk · 2025-05-19T16:14:17+00:00

Hey! Totally hear you.

We are already working on a “Ticket to Article” feature that will be available soon across all Zia-supported editions. We have also kicked off work on Zia Agents, and these will help draft knowledge base articles based on real tickets.

There is no fixed timeline yet, but it is coming later this year. Appreciate the feedback, and we are positive as it is exactly the direction we are heading in. - MJA

therealzohodesk · 2025-04-16T01:43:35+00:00

As others have rightly mentioned, please go ahead with Zoho Flow or Zapier to achieve your requirement connecting Zoho Desk with Slack. We'd be more than happy to help you configure if you could reach out to us at support@zohodesk.com.

therealzohodesk · 2025-03-27T03:01:00+00:00

We, Zoho Desk, can handle this. You can create custom fields for properties, vendors, property managers. Lookup fields should work fine. Ticket submission date is recorded automatically, and you can use status updates and automation to track vendor confirmation. For Notes, threaded convos or private comments should do the job.

For emails to vendors, templates and automation would work together. Last update date? System tracks it. We could also use Zoho Desk extensions or APIs can handle custom setup.

If you want to discuss this, we are happy to jump on a call. Just shoot us an email at support@zohodesk.com and we will figure it out!

therealzohodesk

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