Frequently Asked Questions

• Will the Zoho Mail-free users be able to access this integration?

  Zoho mail integration with Zoho desk is available in the Mail Free version as well.
  Refer - https://www.zoho.com/mail/help/zoho-desk-extension.html

• How to create tickets from inbox?

  You can create tickets by opening a mail and choosing the 'create ticket' option from the desk integration.

• Is there an option to assign tickets for different agents from the inbox?

  Yes, you can assign tickets for different agents in your organisation using the desk integration.

• Does the integration allow us to see tickets of a particular customer?

  You can use the 'search' option in the desk widget and paste the respective person's mail ID to get a list of tickets created for that person. You can also see the status of those tickets such as open,on hold and closed. The search option can also be used to search with the ticket ID and agent ID

• How do you see sent mail in Zoho Desk?

  The emails in your mailbox will be automatically forwarded using the forwarding rule. The mail will be created as a ticket where you can track incoming and outgoing threads.

• How can I generate a daily remainder in desk?

  You can generate one using the 'Schedule Report' option. You can choose to send the report via email to an agent/admin and even to external recipients.
  Refer - https://help.zoho.com/portal/en/kb/desk/for-administrators/help-desk-insights/articles/scheduling-zoho-desk-reports

• Is there a way to send an auto email to the client once the tickets are raised.

  We have options to notify the customers automatically on ticket creation, updates, etc.
  Refer - https://help.zoho.com/portal/en/kb/desk/for-administrators/help-desk-automation/articles/managing-notification-rules-triggers-in-zoho-desk

• Can we assign more than one of our support emails to one department?

  You can add multiple support email addresses for a department.

• How does recalling e-mails work?

  A mail that is sent within the organisation can be brought back and erased at the receivers end within the first 30 minutes, after it is being sent.
  Refer - https://www.zoho.com/mail/help/recall-sent-email.html

• How do I create rules in a way that certain emails fall in specific folders instead of my inbox?

  You can set incoming filters to your zoho mail account to redirect emails from a specific sender to a specific folder etc. You can go to Settings >> Filters >> Incoming email filter.
  Refer - https://www.zoho.com/mail/help/incoming-filters.html

• How do I integrate my Outlook account with Zoho Mail?

  You can integrate Zoho Mail with outlook using POP and IMAP protocols. To learn more about the configuration, you can look into the respective documents shared below.
  Refer - https://www.zoho.com/mail/help/outlook-imap-access.html , https://www.zoho.com/mail/help/outlook-pop-access.html