Accessibility control

Set of preference that allow users with different abilities to optimize their desk interface in terms of appearance and usability for better performance.

Account name

If a user or a contact belongs to an organization dealing with your business, their tickets will be grouped within an account created under their organization's name.


Organization to which a contact or customer belongs.

Action blocks

This type of block helps perform a comprehensive scope of actions that occur in the back-end which is capable of altering the path of a conversation (course of a conversation)

Active agents

Agents who have accepted the invitation email and are active Zoho Desk users.

Active Blueprint records

A chart that displays the total number of records that are currently active within a Blueprint.

Activities module

Module where an agent can create and keep track of all tasks, calls, and events.

Adherence vs. Violated Instances

A doughnut chart that displays the percentage of SLA violations vs. adherence instances.

Adherence vs. Violated Tickets

A doughnut chart that presents the percentage of tickets that have violated the selected SLA.The number of tickets that have followed the SLA and the number of tickets that have violated the SLA are also available.

Advanced Analytics

Advanced analytics, powered by Zoho Analytics allows administrators and managers to filter data to track key metrics, such as Time to First Reply, closed tickets trend, escalations, and much more.

Advanced Web Forms

A customizable web form that can be hosted in the organization's website to gather contextual information related to a ticket through custom fields.

Agent Collision

A feature that helps prevent more than one agent from simultaneously working on a ticket.

Agent Metrics (based on conversation)

Data that serves as an indicator of an agent's performance, based on the following metrics: number of conversations attended (incoming and reopened) by the agent, average time taken to respond, average time taken to pick a conversation, and average time taken to send the first response.

Agent Queue

A consolidated view of each agent's tickets. The tickets can be viewed in various work modes.


Zoho Desk users who are directly responsible for addressing customer tickets.

All agents

Complete list of agents present in your Zoho Desk account. It includes active, deactivated, and not confirmed agents.

All users

A total of both registered and anonymous users who have viewed your help articles.

Anonymous contacts

A contact whose account has been deactivated or deleted is marked as an "anonymous contact." Their existing data will not be displayed once they are anonymous.

Anonymous user

Users who aren't signed into a Desk account, can submit tickets, view posts in the User Community, and chat with a customer support agent. They cannot view the tickets they've submitted or actively participate in the User Community.


A set of programming protocols or tools used to integrate Zoho Desk with other Zoho applications and third-party tools.

API usage limit

The default number of API calls that an organization can make based on their Zoho Desk subscription.

Article effectiveness

The effectiveness of an article as determined by user interactions. An article's effective is determined by weighing the amount of views it attracts against the number of likes or dislikes it receives.

Article Insight

A complete overview of an article. It shows the number of likes, dislikes, feedback comments, the total number of views since the article was created, and the number of times the article was referenced in ticket replies.

Article usage

Number of times an article reference is made in customer tickets.

Article usage metrics

The number of articles referenced in tickets vs. the total number of tickets created. This metric helps users determine when to update existing articles.

Article versions

Every time an article is updated, a new version is created. This helps users track changes made over time.


Documents that are published online and are available in a Zoho Desk user's Knowledge Base.

ASAP (App Support Across Platforms)

A widget that provides customers with a wide range of self-service choices. Customers can choose to access the knowledge base, chat with other users in the community, add a ticket, or connect with a support agent through chat—all from a single widget. ASAP can be embedded in your website or mobile app.

ASAP Chrome extension

An extension that helps you easily configure tooltips that display relevant help articles when end users hover on website content.

Assignment rules

Rules that automatically assign tickets to the appropriate agents or teams.

Attended conversations

Incoming conversations from various IM channels that are attended by agents are listed here. This includes reopened conversations.

Augmented reality remote assistance

A virtual platform that allows agents to assist customers through live sessions right from the ticket interface. Live streaming can be carried out through smartphone or smart glass.

Automatic time tracking

The option to start the timer automatically when an agent opens a ticket's Detail view, and stop the timer when the agent leaves the ticket.

Average handle time by status

An overview of the average time a ticket retains a particular status.

Average handling time

The average time taken by agents to resolve and close a ticket.

Average residual time

Average time remaining after an SLA target is achieved.

Average time (in hours)

Time taken to complete a Blueprint, from start to finish, within a selected time period.

Average time per state

A chart displaying data on the average time (in hours) a ticket stays in a particular state before it is moved to the next state (i.e. On Hold to Escalated) in a Blueprint.

Average time taken by agents

An overview of the average time required by individual agents to move a ticket to the next status and resolve it.

Average violation time

Data (in hours:minutes:seconds) on the average number of times an SLA target time is violated.


Backlog tickets (average)

The average number of tickets that are not resolved during the reporting period.

Billing History

A view of all the changes and updates made to your billing preferences.

Billing preference

Hourly billing rate settings, which can be applied by agent, by profile, or by ticket.


A list of contacts who have been blocked by the business. Sometimes, businesses block spammers from sending messages to their official channels.


A detailed business process automation tool in the form of an advanced flowchart that mandates every step to be followed and validated before the next step of the process is initiated.

Blueprint dashboard

A dashboard that summarizes the organization's support processes by providing key insights: time spent by agents at each stage of a ticket, number of times a transition was performed, and more.

Blueprint states

Milestones or stages of a Blueprint process. These states are linked to the different states of a ticket, such as open, closed, on hold, and escalated.

Brand ( In social module)

An organization can have multiple social media accounts like Facebook, Twitter, or Instagram for marketing purposes and create awareness. All these accounts can be put together under a single unit called a brand.

Build extensions

Software add-ons that combine Zoho Desk's functionalities with third-party tools to make your work easier and more effective.

Bulk actions log

The bulk actions log gives you detailed information about the various bulk operations executed in your Zoho Desk account. You can view actions that are in-progress, queued, and completed. The log also shows the execution time, action type, who executed it, view name, department name, and status.

Business hours

Working hours of an organization. These can be specific hours or custom hours (hours that change based on the day).



A list view that captures details of every inbound and outbound call.


A platform customers can use to connect with the support team, such as email, Twitter, Facebook, chat, or forums.

Choice blocks

This type of block allows your user to choose one or many options from the displayed list.

Classic View

A summary of important information about a ticket.

Clone Ticket

Making a copy of an existing ticket to address multiple issues mentioned in a single ticket. Clone tickets can be forwarded to multiple departments at the same time before providing a resolution.


When a ticket is resolved, it is closed.

CNAME (Canonical name)

A type of Domain Name System (DNS) database record that indicates a domain name is an alias of the actual domain. While domain mapping CNAME is created for the Zoho Desk domain, which is important when multiple services are run from single IP address.

Common transition

A transition that can take place from more than one state.

Common User base

Organizations that have multi-brand help centers can allow customers to access multiple help centers using a common email address and password.

Community categories

A category is created for each of your departments in Zoho Desk. You can directly manage your customers' questions, connect with them, or share information in the online community through this category.

Community dashboard

A dashboard that displays metrics for all types of topics in the community, as well as statistics for individual topic types, such as Questions, Problems, Ideas, and Announcements.

Community landing page

A landing page for visitors that displays your choice of topics. It can include all topics (Discussions, Announcements, Ideas, etc.) or only recent topics.

Community moderation

The option to approve or reject customers' posts. Any Desk user can be given moderation privileges.

Community preferences

You can select a topic to be displayed in the community under different topic types, like Discussion, Announcement, Ideas, and Problems.

Community stats

A section that displays the total number of categories created, the number of topics added, the number of announcements made, the number of comments left, and the number of unique user participants for the selected period.

Compact View

Displays more tickets than Classic view.

Company logo

The logo displayed in an organization's Desk account.

Completed Blueprint records

A chart that displays an overview of the total number of records that have completed the Blueprint process.

Completed calls

Calls that have already been made or answered by an agent.

Concurrent API usage limit

Maximum number of API calls (per client or organization) that can be simultaneously active at a given point in time.


Connections enable you to integrate Zoho Desk with other cloud-based, third-party services to access authenticated data.

Contact name

The name of the customer who creates a ticket, or on behalf of whom a ticket is created.


A list of customers or end users who have submitted support tickets to Zoho Desk through different channels, such as email or social media.

Continuous Blueprint

A Blueprint process in which transitions are executed one after another by an agent or a team until the process is completed.

Conversation by Status

A view that provides details on the number of conversations that are unassigned and the number that are attended.

Conversation Details

A detailed view of each conversation, including the channel name, department to which the conversation belongs, conversation ID, session time, last seen time and date, and the name of the integrated channel.

Conversation view

A consolidated list of conversations across all IM channels (Line, WeChat, ASAP Chats, Instagram, Telegram, and WhatsApp). Filters can be applied to view conversations from specific channels.

Conversations by Contact

A graphical representation of the number of conversations initiated by new and existing contacts.

Countdown Mode

This view helps agents prioritize the tickets that need immediate attention, based on the automatic time-based sorting: overdue, no due date, and customizable time slots. The tickets move to the next slot once the current timeline is completed.

Currency locale

The currency reflected by the product listing price during the setup of billing preference of agents, which is based on the organization's geographic location.

Current calls

Calls an agent is preparing to make.

Custom Functions

Custom functions are scripts that can be easily programmed to update data in Zoho Desk or other applications. They can be associated with workflow rules and triggered automatically when a record matches the criteria. Functions can be programmed using the Deluge Script.

Custom Services

Page where you'll find services configured by you or your Zoho Desk Administrator.

Customer happiness

Customer feedback received in the form of happiness ratings. This helps organizations understand the effectiveness of their support services.

Customer ticket history

An option to view previous tickets raised by the customer to get more context and engage in more meaningful conversations.


A list of individual contacts and associated accounts that have raised a ticket in the Desk portal.


Data Sharing

Rules that allow admins to set access permission for various modules. These are organization-wide permissions that are public read only or public read/write/edit that apply to all users. Default data-sharing permission for every module is private which means only the record owners and their superiors can access the data.

Data subject request (DSR)

A request raised by an Agent or Admin on behalf of a customer to either access via export or delete their personally identifiable information within the Desk portal.

De-duplicate Contacts

A feature that helps users find and merge all duplicate contacts.

Deactivated agents

Agents whose Zoho Desk accounts have been disabled. These users will not have access to their accounts until their accounts are reactivated. Agents in the deactivated state do not count towards your license seats purchased in Desk.

Default Services

A list of services preconfigured by Zoho. You can click on a service to establish a connection with it.

Deleted agents

Agents who have been deleted from the Zoho Desk account. These users cannot log into their accounts until they are re-invited to Zoho Desk.


Various business divisions in an organization that are replicated in Zoho Desk.

Direct Assignment

A process by which tickets are directly assigned to an agent or team.

Direct Messages [Telegram]

Direct messages received from customers on the organization's Telegram account are displayed here. Available agents can attend the request and respond, or raise a ticket when appropriate.

DKIM authentication

An email authentication protocol that ensures emails sent to a recipient are not spam, and are sent from a reliable source.

Domain Mapping

The process of linking or mapping an organization's domain with the Zoho Desk domain. Once mapped, the organization's domain is referred to as a subdomain.The subdomain web address for an organization is desk.zoho.com/portal/
<organizationname> by default. You can change your subdomain to support.mycompany.com. This feature is called Domain/Host Mapping.

Due Today

Tickets that need to be resolved by the end of the day to avoid becoming overdue.

Dynamic transition owner assignment

In Blueprint, the administrators or transition owners can change the ownership of the transition manually when required.


Email fetching

When emails received by your organization's email address are forwarded to the support email address created in Zoho Desk.

Email templates

A predefined standard format for replying to tickets, sending email notifications, and triggering workflow alerts, SLAs, and escalations. These templates are module-specific.

End users

Contacts granted access to the help center to track their tickets and refer to your KB articles.


IM conversations that have resulted in a proper resolution and been closed by the agent.


When a ticket is not resolved or responded to within a predefined time frame, it is automatically escalated to the team or higher-ranking agent predefined by the Escalate SLA Automation.


Calendared activities, like meetings with customers or trade shows, that will happen at a given place and time. Events have scheduled dates, times, and duration.


The process of transferring data from Zoho Desk to an external source.


Facebook Feed

A single place to view posts on the organization's Facebook page, along with comments and tags. You can create a new post and reply from this location.

Facebook Status

A real-time view of the number of new likes on, new visitors to, and followers lost from your Facebook page.

Fall Back to Default

This option automatically returns tickets to their default status (i.e. Open) whenever a customer replies. If the option is unchecked, the ticket status remains unchanged after the customer's reply.


An icon displayed by web browsers to represent a website or webpage. It is an abbreviation for "favorite icon."

Federated Login

Login credentials that allow customers to access the Help Center using a single authentication ticket or token from identity providers (IdP) such as Google, Facebook, LinkedIn, or Zoho.


Opinions provided by end users on an article or support experience.

Feedback Widgets

As a webform, feedback widgets can be embedded in a webpage to help users find answer to their questions using the suggested articles, engage with support agents over Live Chat, and take screen grabs and upload them to add more context to their tickets.

Feeds Preference

Admin regulation of which news feeds are visible to agents with respect to their tickets and tasks.

Field Dependencies

An option used to show picklist values that depend on other picklist values. For example, if you select a country from the picklist while submitting a ticket, the states associated with the country name will be available on a second picklist.

Field List

An overview of the fields present in a module. You can view the field name, data type, department, and layout.

Field permissions

Permission granted to a user to edit or view a field. Fields can also be hidden from the user. Field Permissions provide a layer of data protection alongside profile permission.

Field updates

Automatic actions used to update ticket field values when certain conditions are satisfied. These actions can be created with the help of workflows, Blueprint, Supervise, and Macros.

First response time

The time taken by an agent to send the first response after an SLA is applied to a ticket.

Follow (Customers Ticket)

An option that allows agents to get notified about any updates regarding a ticket that they follow.

Followers Lost

A section listing the number of users that unfollow your organization's Facebook page.

Friendly Name

A relevant name linked to the support email address for the convenience of web visitors.

From address

An organization's support email address used for communications with customers.


An implementation of serverless architectures, where Zoho Desk dynamically manages the provisioning of servers. You can write functions using the Deluge script and run the code (proprietary within Zoho Desk) without worrying about deploying it in servers.



A feature used to encourage friendly competition between team members by setting targets.


A tool used to foster team enthusiasm and to encourage active participation in the community through the award of different trophies or badges.

GC Widget

A key entity of the GC flow, the widget is the shareable version of the flows and can be embedded in web pages, blogs, or SDKs, as per the business requirement. They can be set to be displayed only to the agents or customers.

Global Variables in Guided Conversation

The values that are common across the organization and can be used across multiple conversational flows are stored as Global Variables. eg: PAN Number, TIN Number, Organization Name.

Guided Conversation Flow

A collection of pre-defined paths created using functional blocks and variables that offer users a conversational self-service platform.

Guided Conversations

A predefined conversation flow that uses the GC Widget to effectively guide website visitors to solutions by themselves. GC provides a self-service platform to customers.


Handshake Mode

This view is only available when the Zoho Desk account is integrated with Zoho CRM. It categorizes the tickets based on the customer type such as potentialcustomers, contacts or leads, and new customers.

Happiness Rating

Your customer's reaction after interacting with the support service.


A dashboard that displays collection of important, actionable insights such as customer satisfaction score, most threaded ticket, incoming and outgoing traffic, and online and offline agents. These metrics play an important role in decision-making.

Help Center

A self-service portal where users can refer to various resource materials, such as FAQs, documentation, and videos to resolve their problems, connect with peers experiencing similar issues, share ideas, and receive/offer help finding solutions without the involvement of support agents.

Help Center Themes

Zoho Desk provides the following system-defined themes: Classic, Flat, Elegant, and Materialize, which can be further customized to personalize the help center appearance. Tabs and custom widgets can be included to customize the helpcenter.

Holiday list

A list that shows an organization's non-working days. Zoho Desk skips holidays when calculating due dates, which prevents backlog and helps organizations meet SLA deadlines.


Idle Timeout

To keep track on agent's availability, administrators can set idle timeout following which the agents will be automatically displayed as unavailable.

Import Calls

Option to import data from an organization's phone support activities on another platform to Zoho Desk.

Import Data

The process of transferring data from an external source to Zoho Desk.

Import History

A log that maintains a record of the data that is imported from other services to Zoho Desk. It displays the name of the imported file, the person who imported the file, the record type [Tickets, Contacts, Knowledge Base Articles, Tasks, Calls, Events], and time of import.

Imported agents

Agents who have been imported to the Zoho Desk account from an external source. These agents have not yet been invited.

Inbound calls

Calls initiated by customers to the support desk for assistance.

Instagram Feed

All posts made from the organization's official Instagram handle, along with likes, comments made on posts, and tickets raised are available here.

Instant Messaging [IM]

A platform that facilitates direct conversations between users and agents over different IM channels, such as WeChat, WhatsApp, Telegram, and Line. These channels are integrated with Zoho Desk, enabling agents to respond to customer questions via the IM module from the Desk interface.


Keyword search stats

Data on the keywords users search for and whether the system retrieves the exact result. Data is also displayed about popular keywords and failed keywords.


Layout Rules

Set of rules for defining form behavior based on the value entered in a particular field. This helps you maintain a well-organized form.


The design or format in which a record creation or edit form appears to the user. It consists of fields and sections that store information about a record (such as customer name, ticket owner, and due date).

Light agents

Agent who have limited permission, such as viewing tickets and adding private comments to the tickets.

Likes or dislikes

Feedback provided by registered users about your articles.

Local Variables in Guided Conversation

These variables can only be accessed in the current conversation flow. They cannot be used across the organization or in other conversation flows.

Logo-linkback URL

The webpage where a user is redirected when they click on the company logo.



An automation rule that can be executed by agents within a ticket. It helps to reduce repetitive tasks, like sending emails, creating tasks, or updating a field on a ticket, which an agent can trigger manually.

Manual time tracking

The option for agents to start and end the timer on the Tickets View page to keep track of the time they spent solving a ticket.

Mark as Unread

Tickets can be marked as unread by agents when they require further groundwork, such as a follow-up with customers or discussion with team, before providing a resolution.

Mark Spam

Tickets from unsolicited contacts can be marked as spam to prevent receiving tickets from the sender.

Master ticket

When merging two or more tickets within a department, the ticket within which all the other tickets will be merged is called the master ticket.

Message blocks

Blocks used to convey a message to the agent or customer during the chat session.

Message Summary

A line graph that displays the total number of incoming and outgoing messages.

Meta description

A short summary that gives information about what the particular page is about. It can be provided for webpages and knowledge base articles.

Meta Title

The text displayed on the browser tab. It is also the brief description of a page that appears in search results.

Mobile SDK

The Guided Conversations mobile SDK helps developers embed the flows right within their own mobile apps. It is available for both iOS and Android.


Allows organizations to put a check on spammers or bots from accessing and sending unwanted posts to the Help Center and Community. Until a post or comment is approved by the moderator, it will not reflect in the help center or community.


Zoho Desk users who have the permission to approve a post or comment in the community or help center. The comment will only be displayed to other agents and the public after approval.

Move Ticket

An option for transferring tickets from one department to another.


A feature that enables each department to have an exclusive help center.

Multilingual Knowledge Base

An option to translate the knowledge base articles into different languages to allow native speakers have easy access to resources in their preferred language. The translation of articles can be done manually or automatically with the help of Unbabel, Zia, or Google Translate.

My Area

A unified space in the help center where customers can manage their tickets and track ticket history.

My Conversations

A view mode where agents can find all the conversations they have handled.

My Open Activities

A list of an agent's activities which included tasks, events, and calls that are yet to be marked as completed.

My Overdue Activities

A list of all overdue activities that has overshot the due date and yet to be completed by the agent.


Nested picklist fields

With a nested picklist, all the relevant pre-uploaded data gets uploaded when a user selects an option during ticket creation. This helps to provide a hassle-free and clutter-free ticket creation form.

New likes this week

A section that displays the number of likes received from new Facebook visitors or followers.

New Today

A view mode found under the All Contacts dropdown menu, which displays users who submitted their tickets on the present day.

No follow no index

A check within the knowledge base that debars search engines and webpage crawlers from following the article.

Not confirmed

Agents who are yet to accept the invitation email from Zoho Desk.


An instant message that is sent to agents or customers through email or SMS.

Notification rules

Instant email or SMS messages sent to agents, teams, or customers when actions, such as the opening or closing of a ticket, take place.



The authentication token that gives you permission to use APIs from your Zoho Desk account.

On Hold

A ticket that requires further information from the customer, team members, or a third party is put on hold. When a ticket is in on hold, the due date and required resolution time set during submission will also pause.

On-hold tickets

Tickets that require information from customers or team members before further action can be taken.

Open ticket

A ticket that is created or received. A ticket may remain in the Open state until its state is changed either manually or automatically.

Open tickets by status

Overview of all open tickets based on status.


A unique identification number auto-generated by Zoho Desk for an organization. It is used by the organization to access its Desk account.

Outbound calls

Calls initiated by the support desk to provide solutions to issues faced by a customer.

Overdue tickets

Tickets that are open, but have not been responded to by agents within their due dates.

Overview dashboard

A real-time view of tickets, ticket statuses, traffic, average ticket handling time, and happiness ratings.


Page views

The number of views attracted by an article.

Picklist field

A field that contains multiple values. Users can select one of the options from the list.

Portal name

The company name used to sign up for the Desk account. For example, desk.zoho.com/support/<zylkerinc>/

Primary Contact

The first signed-in user who sets up the Zoho Desk account. Also known as the Super Administrator, this user is the single point of contact for all Zoho Desk communications related to transactions, billings, and more.

Priority Mode

Label used to define urgency of a ticket or a task. Tickets can be prioritized as high, medium, or low, while tasks can be prioritized as low, lowest, high, highest, and normal.

Private access

A module access setting that allows only the record owner and their superior to read and edit the record.

Private comment

While replying to a ticket, agents can post a private comment that will allow only other agents and team members to access. It can be useful in case of internal collaboration.

Private Messages

Private or direct messages sent by users who don't want to post their questions publicly.


Items that are sold or serviced by the company.


Set of permissions determining the actions a user can perform in their Zoho Desk account. A user can be given a profile based on their role (For example, a support manager can be given an Admin profile).

Public comment

While replying to a ticket, agents can post a public comment that will be viewed by the customers who raised the ticket and to all the secondary contacts mentioned in the ticket. Default comment type for tickets can also be set as public based on org's requirement.

Public Read Only

A module access setting that allows the record owner and their superiors to read or write on records. Others can only read the record.

Public Read/Write/Delete

A module access setting that allows everyone in the organization to perform any action on a record, such as View, Edit, and Delete.


Question blocks

By using a question block, you can ask the user a question and receive the answer.


Radar App

A mobile app that gives a quick overview on important stats like Live Traffic, Channel Traffic, and Happiness Ratings. It sends a trigger to agents and managers whenever there is a deviation from the predefined metrics.

Read receipts

Indicates whether the recipients have read the email. It confirms the status of a response by indicating if the email was received, read by the recipients, when the recipients read the email, and so on.


An option that allows Admins to personalize their Desk accounts to reflect the organization's branding.

Recycle bin

Location where deleted files are stored. These files can be restored within a stipulated time period.

Registered user

Users signed into a Zoho Desk account who have an email address that serves as their unique ID.

Resolution time

The time it takes an agent to close a ticket after resolving the issue.

Response blocks

Blocks used to receive input or answer to a question from the agent or customer in the GC flows.

Response due date

The date and time by which a ticket must be responded.

Response time

Time taken by an agent to send each response to a ticket. This metric helps managers judge the aptness and efficiency of an agent.


Levels within the organization hierarchy, such as manager, support executive, or support agent. Roles can be reflected by your Zoho Desk account for enhanced visibility and data accessibility. Users with higher roles have default access to their subordinates' data.

Round Robin

A load-based assignment method by which tickets are assigned to the agents with the fewest tickets.



Security Assertion Markup Language is a mechanism used for exchanging authentic and authorized data between applications. This specifically applies an identity provider (IdP) such as OneLogin, Okta, or PingIdentity, and a service provider (such as Zoho Desk).


The option to create a set of repetitive actions (via custom functions) that will be executed automatically at a scheduled or recurrent time.

Scheduled calls

Calls that are scheduled to be made by an agent at a certain date and time.

Search field

Used to define fields that should be used to search for a record in a module.

Secondary Contact (CC)

The list of additional email addresses that are added to a ticket while replying so that all the recipients stay updated on the happenings.

Session Metrics

Three important metrics displayed on the IM dashboard: the average time taken by the agent to pick up a conversation, average time taken to respond, and the average time taken to send the first response.

Session Variables in Guided Conversation

Information fetched from the browser in the run-time and used within the flow can be configured under Session Variables. These variables are dynamically fetched during the conversation and are available across flows and are organization specific. For example: location, language, or user name.

Share Ticket

An option to share tickets with agents from other departments to allow further collaboration.


Specific abilities an agent possesses in a particular area, such as language or technology. Tickets can be assigned to agents based on their proficiency for quicker and better solutions.

SLA dashboard

Provides key insights on the number of times SLAs were violated, average time left after a ticket is resolved, the number of times SLAs were followed, when an SLA was violated, and more.

SLA target time

The time period within which a ticket should be responded to and resolved, before it is escalated.

SLA Violated state

Total number of tickets in each state that have violated the SLA.

SLA violates vs. adherence records

Chart that provides data on tickets that have breached vs. adhered to the SLA.

SLA violations

Number of times a service-level agreement was violated

SLA Violations by Channels

Displays the number of times an SLA target time is violated in a channel.

SLA Violations by Status

Displays the number of times an SLA is violated at various ticket stages (e.g. SLA violated 3 times when ticket was On Hold).

SLA Violations by Time

A line chart that shows the number of times an SLA target time was violated in an hour.

SLA-Violated Tickets

A chart that displays data on the number of tickets that have breached the SLA within a time period.


A pen icon that appears in the reply editor allows agents to add snippets or quick responses to their tickets. Snippets can be used as default responses to keep the customers engaged or send faster replies.

Spam contacts

Emails received from unsolicited users or bots, often in bulk.


The secure socket layer certificate, used to establish a secure, encrypted connection between an organization's browser and Zoho's servers.

Starred views

Ticket views that are starred and displayed at the top for ease of access. Stars are a way to mark ticket list views so they stay at the top of your ticket view page for you to access them later.

Status Mode

A quick view of the total number of tickets at different stages: open, on-hold, escalated, or closed. It helps in understanding some key areas that need intervention.

Strict mode

A preventative measure in Blueprint that restricts agents from performing actions other than those noted in the transition bar.

Super Administrator

The single point of contact in Zoho Desk for all communications and transactions.

Supervisor rules

Set of time-based rules or actions that are triggered when predefined conditions are met.

Support Contract

A dedicated service-level agreement between a service provider or company and an account for a specific period.

Support email address

The customer support email address provided on an organization's homepage. It is used by customers to reach out to the organization's support team.

System Connections

Connections that are automatically created by Zoho Desk if connections were not created prior to the execution of any built-in Zoho integration.

System Variables in Guided Conversation

The local variables that have predefined values are called system variables. The values for these variables would be dynamically fetched during run-time. For example: @{zoho.user.email}


Table View

Displays records in a table format, and allows users to select which details (fields) they want to view.


Single or multiple words that provide quick identification to tickets such as service request, subscription renewal, or payment failure. These tags can be used to filter the tickets.


A set of actions performed by support agents. These tasks can be automated with the help of workflows, Blueprints, Supervise, and Macros.


A group of agents who have specific skills or perform certain activities.

Team feeds

A collaborative platform where you can communicate with co-workers regarding your ideas or issues pertaining to a ticket. You can also get updates about important tickets submitted by customers you follow.

Team Queue

A consolidated view of each team's tickets.


A range of on-premise and cloud-based call provider services that can be integrated with Zoho Desk to facilitate efficient call management. It helps agents manage incoming and outgoing calls, call queuing, and call recording from a single place.

Three-pane interface

The layout of the ticket interface that is divided into three panes displaying list of tickets, ticket properties, and conversations.

Ticket default preferences

Predefined settings that take place during ticket reply. Default reply actions can be set to reply all, forward, or reply. Likewise, default comment type can be set to public or private for a faster and more consistent ticket resolution.

Ticket History

Displays the list of actions that have been performed on a ticket in the order of occurrence with the recent one on the top.

Ticket ID

A unique ID assigned to tickets for easier identification.

Ticket owner

The agent who is assigned to the ticket and is responsible for resolving it.

Ticket peek

A preview of the ticket available within ticket detail page to give a sneak-peek of the interactions, KB articles, collision detection, and ticket properties. It allows agents to send a quick response without opening the ticket.

Ticket status

The current condition of the ticket (such as Open, On Hold, Waiting on Customers, or Escalated).

Ticket status dashboard

An overview of the current status of tickets, as classified by teams and agents.

Ticket subject

A short description about the issues/questions raised on the ticket (provided by the customer upon submission). If a ticket is raised through email, the email subject line will be accepted as the ticket subject. If the email has no subject, or the ticket is raised through any social media platform, the first few words will be accepted as the ticket subject.

Ticket templates

A set of predefined field values that can be applied to a specific support request. It simplifies ticket creation by pre-filling the values while manually submitting a ticket.

Ticket timeline view

A clock icon in the ticket detail page that provides details about the previous tickets raised by the customer. The history helps provide agents with perspective about previous issues faced by the customer and relate better in case of similar problem.

Tickets (created from conversations)

Tickets that are created by agents from conversations initiated by contacts. A list of all tickets created from a conversation can be viewed here.

Tickets by state

Overview of tickets based on current status: Open, On Hold, Closed.

Tickets Headquarters

A single window where users can gain practical insights into key metrics, like agent availability, customer happiness, and customer reviews. For an agent, this window displays data on open tickets, overdue tickets, response-based customer satisfaction ratings, and incoming and outgoing live tickets for the last hour.

Time Tracking

A log of the time spent by an agent on a ticket or on any activity. Tracking can either be manual or automatic.

Traffic analysis

A view of the number of tickets raised through different channels, like the company website, Twitter, Facebook, chats, and forums.


A mandatory action that a user needs to perform to progress from one state to another in a Blueprint.

Transition occurrence

Chart that displays the number of times a particular transition has occurred in a Blueprint.

Transition Owner

The agent who is in charge of a transition in a Blueprint.

Trending articles

Articles on topics that are frequently searched.

Twitter Feed

A single place to view mentions, tweets, re-tweets, and likes, and to create new tickets from a post.

Twitter Stats

A quick overview of your organization's Twitter handle. The stats include the number of tweets, followers, handles you are following, and your favorite Twitter handles.


Unassigned conversations

Conversations that have not been assigned to or handled by any agent.

Unassigned Due in 1 Hour

A dashboard metric that displays tickets which are not assigned to an agent and must be resolved within an hour to avoid being marked overdue.

Unique User base

Organizations that use multi-brand help center can allow customers to access only those help centers for which they have been invited or are registered.


A collective reference to agents and contacts/end users.


Validation Rules

Rules that help businesses define custom validation for fields. This prevents creation of a record with incomplete or inaccurate information by requiring the user to enter appropriate field values before saving the record.

Verify Ownership

The process of verifying an organization's domain before it's used in Zoho Desk. This can be done either by the CNAME [Canonical Name] method or through HTML.


Ticket records and details, sorted by different criteria to help you identify priorities and perfect your customer-centric approach.



A way that apps can send automated messages or information to other apps. They facilitate communication with third-party applications by sending instant web notifications every time an event occurs in Zoho Desk.

Workflow alerts

Automated email notifications that are triggered when specific conditions are satisfied.

Workflow Rules

A set of actions, such as task assignment or field updates, that are executed when certain conditions are satisfied by a record.



Your virtual Zoho Desk assistant. Zia helps with decision-making, predicting deviations, analyzing customer sentiment, and grouping tickets effectively. It can also act as an agent when required.

Zia Anomaly

Zia's ability to predict trends in ticket responses sent by agents on incoming and outgoing tickets.

Zoho Service Communication (ZSC)

The key that allows you to retrieve data stored in Zoho Desk from other Zoho services.


The Zoho service communication key used to transfer data from other Zoho services to Zoho Desk.


The process of transferring data from one system or service to Zoho Desk.