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Release Notes

  • All
  • Product
  • Mobile App
    • IOS
    • Android
    • Radar
  • Developer
  • Marketplace
  • 2024 Release

2024

Oct

Radar Mobile App

Improved efficiency and user experience with quick actions in Radar IOS app

Using quick actions in the Radar IOS app, users can perform tasks like editing a dashboard, starring a view, changing the order of pins and more faster, in just a few taps.

Radar Mobile App

Thai and Russian languages supported in Radar app

The Radar app is available in Thai and Russian languages, enabling users to resolve tickets, perform tasks, and monitor help desk operations with ease in their preferred language.

Read More
Android Mobile App

Scanning and attaching documents in Desk mobile app

Earlier, users could attach data in the form of photos, files, voice notes, and scribbled notes to tickets to facilitate an easier exchange of information. Now, they can also attach images of documents using the Scan feature to their tickets, comments, events, and tasks. They no longer need to depend on third-party scanning apps to create or convert existing files to documents to enhance the quality of the image and enable easier cropping mechanisms.

Read More
IOS Mobile App

Pinning comments and threads in tickets

Users can pin important comments or threads within a ticket to keep key information easily accessible. Pinning can be used to provide quick reference for personal reference or for all users.

Read More
Product

Associate a KB category to a primary department

Previously, KB categories could be associated with multiple departments, which prevented businesses from configuring reviewers for one department. Also, agents associated with each department could edit articles under any department. To provide more robust accessibility permissions, you can now associate categories with a primary department in addition to multiple other departments. You can set up an automatic ticket creation and review process for article feedback from your primary department. Also, only agents from the primary departments can create, edit, and delete articles for that department.

Read More
Product

Updates to Zoho Desk's Notification Center

The notification center gives agents instant updates on the events that take place in the Desk account to help agents remain informed. Agents can use filters such as Unread Notifications, My & My Team Mentions, and Flagged notifications to quickly sort and find the relevant information. Also, Mark All as Unread option helps track notifications, allowing agents to revisit them later. Additionally, email failure notifications are enabled by default, allowing the users to view the From and To recipients by clicking on the notification. These updates aim to streamline notification management and improve overall efficiency for agents.

Read More

Sep

Android Mobile App

Pinning Comments and Threads in Desk's Android app

Users can pin important comments or threads within a ticket to keep key information easily accessible. Pinning can be for personal reference or for all users providing quick reference.

Read More
Product

Modify ticket status and ticket owner from the parent-child subtab

Users can change values in the ticket status and ticket owner fields for both parent and child tickets from the parent-child subtab in the ticket detail page. Ticket status cannot be modified if the ticket is undergoing a blueprint process.

Read More
Product

Manage attachment security and authenticity using Attachment Control settings

Attachment Control allows businesses to restrict unauthorized files from entering the system. Admins can allow customers and agents to attach only specific file types in the incoming and outgoing tickets. This could be useful for businesses that follow standard guidelines and compliance parameters that encourage only specific files types to be used.

Read More
IOS Mobile App

Enhanced security for attachments in Zoho Desk's iOS app

Attachments in the Zoho Desk iOS app are now automatically encrypted upon upload. This ensures that all files, including sensitive documents, are securely stored and protected throughout their lifecycle.

Read More

Aug

Product

Use new options to reduce data duplication and import data more efficiently

The new UI for data import consists of new features that enable you to bulk import data with automatic module and field mapping, which can significantly reduce data loss and duplication. Additionally, features like duplicate identification, customizable field mappings, and detailed import history logs provide better control and visibility over imported data. Admins can also revert imports within two weeks if needed to ensure a smooth data migration experience.

Read More
Product

All-new ASAP help widget for web and mobile

Provide consistent customer support experience across platforms, including web, iOS, or Android devices. Now you can customize your home screen and the look and feel of the ASAP help widget and choose the widget that matches your company. Deploy modules like Knowledge Base, Community, Tickets, and Chats to ensure a consistent customer experience.

Read More
Radar Mobile App

Integrate Radar app with Zoho Cliq and display customizable cards in the Agent's Details page

The Radar app's Agent Details page displays customizable cards that enable both agents and managers to view important information, such as agents' contact details, ticket statuses, and traffic analysis. Users can add, remove, and reorder these cards in the Radar app. Additionally, the app can be integrated with Zoho Cliq to enable seamless communication and collaboration options, like chats and video calls, directly from the Agent Details page.

Read More
Android Mobile App

Send replies and update ticket status on Zoho Desk Android app

Users can now reply to customers and update the ticket status at the same time with the 'Send & Update Status' feature in Zoho Desk for Android. This option, available directly from the compose screen, lets users send a response while simultaneously marking the ticket’s progress.

Read More
IOS Mobile App

Send replies and update ticket status on Zoho Desk iOS app

Users can now reply to customers and update the ticket status at the same time with the 'Send & Update Status' feature in Zoho Desk for iOS. This option, available directly from the compose screen, lets users send a response while simultaneously marking the ticket’s progress.

Read More
Product

Setting agent-level threshold in the Round-Robin rule

Admins can set the maximum number of open tickets that an agent should have at any point by setting up the threshold level. This provides businesses an opportunity to optimize ticket assignment as per the agent's role, expertise, experience, etc. which are crucial in ensuring quick resolution.

Read More
Product

Pin important comments and threads inside a ticket

Agents can pin important conversations within a ticket for quick access and to avoid overseeing crucial details shared by the customer or internal team members that could otherwise be lost amidst the long thread. Both comments and threads can be pinned by the agents for self or all other agents depending on the requirement.

Read More
Marketplace

Integrating Zoho Desk with Qntrl

The integration of Zoho Desk and Qntrl enables users to plan their projects and collaborate with other teams effectively. Agents can create a Qntrl card and link it with a ticket from the Desk interface to monitor and track its progress, get real-time updates on changes other agents make, check the project's status, and communicate that status to customers.

Read More
IOS Mobile App

Set access restrictions for certain portals in the mobile app - iOS

Admins can set permissions to allow only the certain profiles to access specific portals from the mobile application. This helps ensure that data accessibility and visibility are streamlined across the web and mobile apps.

Read More
Product

Reduce data duplication and import data with better efficiency with new options

The new UI for data import brings more options that allow bulk import with the facility to automatically map modules and fields. This can significantly reduce duplication of data, erroneous data entry, and data loss. Additionally, features like duplicate identification, customizable field mappings, and detailed import history logs provide better control and visibility of the imported data. Admins can also revert the Import within two weeks if needed, ensuring a smooth data migration experience.

Read More
Product

Onboard multiple businesses with WhatsApp's multi-WABA support

Now, add your WhatsApp business account and the conversation to one Inbox, allowing you to expand your business.

Read More
Android Mobile App

Expanded support for Marketplace extensions in Zoho Desk Android

Marketplace extensions can be accessed from several places in the Desk Android app facilitating easy of access. These extensions will be displayed in the Ticket detail right panel, Sub tab, Left tab, More action, Thread more action, and Ticket form right panel.

Read More
Product

Determine ticket tone and summary using Zia powered by ChatGPT

Zia can analyze the underlying sentiment or emotion in an inquiry. It works by analyzing the customer's message for specific language patterns, such as positive or negative words, as well as the overall context of the message. Based on this analysis, Zia can determine the customer's sentiment and assign a tone label, such as happy, angry, sad, frustrated, and more. Likewise, it can also summarize the incoming customer inquiries. Zia can generate summaries for recent, initial or even multiple threads (up to 5) to enhance the accuracy and relevance of the summary.

Read More
Product

Promote your business with mass replies via WhatsApp

Easily handle your responses more effectively using mass replies. Choose the contact you wish to message, and with this new feature, you can promptly access predefined templates and send them with just a click.

Read More
Product

Measure Customer Satisfaction for the IM Channels

By enabling the happiness rating, you can ask for a conversation's rating in a survey that appears after the conversation ends—supported channels are WhatsApp, Instagram, Facebook Messenger, Instagram, and LINE.

Read More
Product

Get ready to experience Bot messaging

You now have the option to create a complete Guided Conversation custom bot flow, enabling the development of entirely automated interactions to work in tandem with Facebook Messenger, Instagram, Line, Telegram, and Business Messaging channels.

Read More
Product

Unify and manage your Instagram messages with Instant Messaging.

Manage your Instagram messages directly from your Instant Messaging inbox and assist your customers using the same inbox automation features such as Blueprint, Business Hours, and more.

Read More
Developer

Do more with our Instant Messaging API

We introduced a webhook to support all outbound messages from your applications for custom events across channels.

Read More
Product

Set Business Hours for your IM channel

Now, customers can specify their business hours. This feature provides greater flexibility in managing customer expectations with instant messaging. It allows you to customize business hours for individual teams to accommodate varying time zones or differing work hours for support and sales teams.

Read More
Product

Acquire in-depth insights on how you spend WhatsApp Credits

Easily identify conversation patterns and anomalies, spot trends quickly with our colour-coded graph, and promptly see data points with actual usage with our clear and easy-to-read conversational payment statements.

Read More
Product

Keep your interactions lively with our brand-new Business Messaging chat channel - Web and Android

Personalize your messenger to align with your brand, making your conversational experience accessible on both web and mobile platforms. Engage with a broader customer base through our Business Messaging channel, which is easy to set up, adaptable to your needs, and scalable for future expansion!

Read More
Developer

Flutter apps for ASAP SDK - iOS and Android

Flutter apps have made mobile app development more accessible. By utilizing the Flutter frameworks, developers can save time, reduce the need to write code from scratch, and ensure app consistency across different platforms.

Read More
Developer

Find relevant content using ASAP's In-topic search for mobile SDK

Users can now search for words or phrases within a specific topic in the community module on the ASAP Mobile SDK to find the most relevant content based on their circumstances and the issue they're experiencing.

Read More
Developer

Converting Text-to-speech in ASAP mobile SDK - iOS and Android

Improve user accessibility and engage those who prefer to listen rather than read. Text-to-speech can take words on a computer or other digital device and convert them into audio with a click of a button or touch of a finger. Hands-free access makes it safer and more convenient to consume information while multitasking.

Read More
Product

Enable Zia powered by GPT to generate ticket responses

Reply Assistance can use ChatGPT to generate more accurate responses using data from the open-domain. Its useful when the KB doesn't have ample information about the query due to which Zia is unable to generate a reply. Agents can benefit from ChatGPT's generative capability while adressing challenging queries. Agents can regenerate a reply in the Reply Assistance tab, they can select a tone and length in which they want the response: Formal, Informal, Diplomatic, Assertive, or Humorous.

Read More
Product

Improved organization and alignment of content using the Accordion and tab options in the KB Editor

Accordions and tabs can be used to organize the KB content in an easy-to-read format. It distributes lengthy content into collapsible or tab like arrangement, which makes the page cleaner, structured, and well aligned.

Read More
IOS Mobile App

Expanded Support for Marketplace Extensions in Zoho Desk iOS

Marketplace extensions can be accessed from several places in the Desk iOS app facilitating easy of access. These extensions will be displayed in the Ticket detail right panel, Sub tab, Left tab, More action, Thread more action, and Ticket form right panel.

Read More
Product

Introducing ChatGPT models and Zia's multilingual abilities

Businesses can choose a ChatGPT model from the available options while setting up the configuration. The models available are: GPT-3.5 Turbo, GPT-4o, GPT-4 Turbo, and GPT-4o Mini. GPT-3.5 Turbo is selected by default. Additionally, to ensure Zia is capable of catering to the global audience, it is now trained to respond in 13 languages.

Read More
Developer

API usage email alerts for custom thresholds

API Usage Alerts sends notifications to the respective users when the usage exceeds a defined threshold. Admins have the flexibility to set the threshold limits and specify recipients for these alerts. This allows them to take actions beforehand, and consistent monitoring will provide an option to understand and align the threshold limits to match business requirements.

Read More
Product

Zia Answer Bot: An AI-based self-service tool for quick assistance

Zia Answer Bot is a self-learning bot that continuously trains on available knowledge base resources to deliver relevant information to agents and customers during the chat session. Zia's ability to analyze and interpret articles, generate summaries, and provide the most relevant articles as reference materials helps resolve issues faster. Customers can interact with Zia Answer Bot through the help center and various webpages. Agents can access it from the ticket detail view.

Read More
Product

Ask a question - Generate responses from open-domain using ChatGPT

Agents can ask Zia questions and if there are not relevant articles in the knowledge base to provide an answer it will use ChatGPT's generative ability to search the open-domain and provide a helpful suggestion.

Read More
Radar Mobile App

Protect data by disabling text copy, screenshots, and screen recording in Radar app

Prevent customer data from getting exposed inadvertently when agents copy text, take screenshots, or do screen recordings by disabling these options in the app.

Product

Move tickets to a specific department and layout using macros

Using macros, agents can move tickets to a specific layout within a department. This allows for precise ticket routing and facilitates quicker resolution, as each ticket is handled according to its unique needs and the department's processes.

Read More
Radar Mobile App

In Radar app hide content in the recent apps screen to add a layer of privacy

Safeguard your data from unauthorized access. Prevent users from viewing your app data in the recent apps screen by enabling the hide content in recent apps screen option.

IOS Mobile App

New language support in Zoho Desk's iOS app

The Zoho Desk iOS app now supports two additional languages—Icelandic and Kazakh—bringing the total number of supported languages to 19.

Read More
Android Mobile App

New language support in Zoho Desk's Android app

The Zoho Desk Android app now supports two additional languages—Icelandic and Kazakh—bringing the total number of supported languages to 19.

Read More
Product

Perform Blueprint transitions from IM tickets

Agents can perform Blueprint transitions within the IM tickets. This allows the agents to respond to customers, attach files, and even use canned responses as part of the transition process from the IM interface without switching between Blueprint and IM platform.

Read More
Product

Send WhatsApp message to contacts and add new contacts using quick actions and keyboard shortcuts

Agents can send WhatsApp messages to individual contacts directly from the quick actions list by clicking the dropdown arrow from the top panel next to the plus sign (+). Alternatively, they can use the keyboard shortcut "w+" from any location within Zoho Desk. Each time a message is sent to a new contact, a record is automatically created in the Contacts module with basic details that are fetched from the WhatsApp message such as contact's name, email address, phone number etc.

Read More
Marketplace

Track agent daily activities and check-in timings using the Agent Attendance Tracker extension

Support managers can track check-ins, check-outs, and agents' activities throughout the day using the attendance tracker. Agents can also set custom statuses to indicate various activities they're engaged in such as site visit, customer meet, webinar etc. This extension enables businesses to track employees' actual work hours, analyze and address misconduct, identify areas of improvement, and prevent misrepresentations of attendance.

Read More
Product

Update ticket status while sending a reply

In addition to the Send and Send and Close options, an additional option "Send and Update Status" has been added. This will allow agents to update the ticket status while sending a reply. It significantly reduces the effort involved in updating the status of a ticket after sending a response, which agents could inadvertently miss to perform.

Read More
Product

Send WhatsApp messages to contacts in bulk

Agents can send WhatsApp messages to multiple contacts by selecting contacts from the Contacts module using either their phone numbers, mobile numbers, or both. This facilitates effective management of marketing, engagement, and retention activities.

Read More

Jul

Radar Mobile App

Introducing language support for Kazhak and Icelandic languages in the iOS and Android Radar apps

iOS and Android users can explore the Radar app in Kazakh and Icelandic.

Read More
Radar Mobile App

Monitor and manage your user community from the Radar app

Community is an online space where users can interact with one another and support agents to find solutions and exchange ideas. It's an effective self-service channel. The Community dashboard in the Radar app helps you monitor the health of your user community from your mobile device via data like activity trends, stats for each topic type, unique user participation graphs, and more.

Read More
Product

Customize Zoho Desk account according to various accessibility personas

To provide a more comfortable user experience, users can customize and enable recommended features for different accessibility personas, such as ADHD and Epilepsy. Each persona addresses specific user preferences and promotes a more inclusive and personalized experience.

Read More

Jun

Radar Mobile App

Prioritize tickets by sorting them in the Radar app

Users can sort tickets based on due date, recent threads, or creation time to identify and prioritize the ones that need immediate attention.

IOS Mobile App

Categorizing snippets for enhanced ticket management

Snippets can be categorized in the Desk iOS app into "My Snippets" and "Shared Snippets". "My Snippets" contains all the snippets each individual user creates, and "Shared Snippets" contains all the snippets that have been shared with the user. This update simplifies agents' access to pre-written responses and makes ticket management more efficient through improved categorization.

Read More
Android Mobile App

More formatting options with the rich text support for comments

Users can format comments using various rich text formatting options, such as bold, italics, underline, strikethrough, font color, highlighting, bullet points, and text alignment. These options provide a more versatile and visually appealing commenting experience within tickets.

Read More
Android Mobile App

Categorizing snippets for enhanced ticket management

Snippets can be categorized in the Android app into "My Snippets" and "Shared Snippets. "My Snippets" contains all snippets each individual user has created, and "Shared Snippets" contains all snippets that have been shared with that user. This update simplifies agents' access to pre-written responses, making ticket management more efficient through improved categorization.

Read More
Product

Identify and categorize picklist values with color coding

Colors can be used as identifiers to classify records of a certain kind. Tickets with severity level 3 can be marked "red" or those with severity level 2 can be marked "blue". These help viewers quickly identify the type of record even before reading the details. In Desk, users can assign colors to picklist values in Tickets, Customers, and Products modules to quickly identify and categorize similar records. This option is especially beneficial in table views, where the color cues make it easier to differentiate the values. Also, users can adjust the saturation levels of colors from the accessibility controls based on their preference.

Read More

May

Product

Receive Cliq notifications for actions performed in the Activities module

Currently, agents receive notifications when certain actions are performed in the tickets. Likewise, they can be notified upon creation or completion of a task, call, and event. Agents can also receive reminders for upcoming tasks, calls, and events via Cliq.

Read More
Product

Send cliq notification on update or mention of an agent in ticket

Agents can be notified via cliq when they are mentioned in a ticket or when another agent updates a ticket.

Read More
IOS Mobile App

Introduction of GC bots for ASAP and WhatsApp on mobile devices

Users can associate Guided Conversation flows with ASAP and WhatsApp to create chatbots so customers can resolve issues on their own. Agents can access these bot conversations on the Zoho Desk mobile app under the IM module, and pick these conversations up in their mobile apps from the bot section of the same module. This ensures that customers receive prompt solutions even when agents are away from their desks thanks to the flexibility of mobile devices.

Read More
Product

Choose a preferred viewing format and set timing controls for toast notifications

In accessibility controls, users can select their preferred formats for viewing toast notifications, including success and failure messages. They can choose a Slack-style display or a list format. Additionally, they can set the duration for which toast notifications will be displayed on the screen to ensure users have ample time to read and understand the messages.

Read More
Product

Rescheduling a scheduled response

Ticket replies that have been scheduled for a specific time or day can be rescheduled. In situations when the recipient is unavailable for a longer duration, an already scheduled email can be sent earlier or later based on their availability.

Read More
Product

Importing tickets to train Zia to predict field values

Zia can be trained to predict the picklist field values of tickets. When new tickets are created and submitted, it's essential to expand Zia's learning and analytical abilities. The import option facilitates the bulk transfer of tickets for re-training and improving Zia's prediction accuracy.

Read More
Marketplace

Initiate meetings from the ticketing interface using the Zoho Meeting extension

With the Zoho Meeting and Zoho Desk integration, users can now easily schedule and initiate meetings directly within the ticketing interface, without the hassle of switching between platforms. This enables agents to resolve customer support issues swiftly and collaborate effectively with other agents within the Tickets module.

Read More
Product

New options under Accessibility Controls

The following options have been introduced to provide improved user experience: - Focus ring: Provides a visible border to the element that has a keyboard focus. - Skip to main content: Enables agents to bypass repetitive navigation elements and jump directly to the main content of a page. - Page navigator: Navigate to specific sections of the page quickly using the keyboard.

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Product

Accessibility controls grouped into four sections for easy access

Accessibility controls are now organized into four distinct sections: Vision, Hearing, Mobility, and Learning. This reorganization provides a clearer and more intuitive layout and makes the platform more accessible.

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Android Mobile App

Set access restrictions for specific portals from the mobile app

Admins can set access restrictions for specific profiles in the mobile app. This ensures that only those agents who have the permission can access the portal from their mobile app. Overall, this helps maintain alignment in data accessibility and visibility on both platforms: web and mobile devices.

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Android Mobile App

View tickets in tabular format in the mobile app

In addition to the classic view, users can now arrange tickets in a table view, which facilitates bulk actions such as merging, assigning, deleting, and closing tickets. Also, the columns or fields in the table can be added or removed as required. The tabular view in the web and mobile app will always be in sync.

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Apr

Radar Mobile App

Matrix reports supported in Radar custom dashboards

Matrix reports provide a multidimensional view of data, allowing both vertical and horizontal summarization. Data in these reports can be analyzed with ease by visualizing them as charts and graphs via custom dashboards.

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IOS Mobile App

Using email templates in iOS

Email templates can be used to send quick, standardized responses to common customer questions, which saves time spent drafting individual emails and helps agents adhere to standard response guidelines. Agents can now use email templates to respond to the customer tickets from the mobile app as well.

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Product

Mass update ticket resolution

Users can mass update the resolutions for tickets. This is particularly useful for groups of tickets that have the same issue and resolution. Instead of individually updating each ticket, users can update them in bulk.

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Product

Filter tickets using custom field values

Users can filter tickets using values from custom fields, such as product category or business type, to further refine the results.

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Product

Use customized display names of GC flows in each channel

Users can customize the display names of GC flows to adhere to the character limits for each channel (Web, Android, iOS, and WhatsApp). If the original flow name exceeds the character limit of a particular channel, users can create a suitable display name.

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Product

Use date, date and time, and file as global variables in Guided Conversation

The following fields - date, date and time, and file can be used as global variables, which will enable users to view and access the information in these fields across conversation flows.

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Mar

Radar Mobile App

View and cancel scheduled replies in Radar

While handling tickets in Radar, agents can check if there’s a reply already scheduled to avoid creating a new one. If they’ve already replied, they can cancel the scheduled reply to prevent redundancy. Agents can also send a scheduled reply immediately if they feel the time lag is unnecessary.

Radar Mobile App

App clip for Radar iOS

Get a peek at the help desk monitoring capabilities of the Radar app without downloading the full version on your device using app clips. Radar’s app clips can be accessed via links and QR codes.

Radar Mobile App

"Try now" button for Radar in the Google Play store

Take a peek into the help desk monitoring capabilities of Radar without downloading the full version of the app on your devices by hitting the "try now" button in the Google Play store.

Product

Copy article permalinks from article detail pages

Users can copy article permalink and open them in the Help Center by using the link icon within the article detail page.

Product

Introducing JWT authentication mechanism for the help center

While JWT authentication has been supported in ASAP for some time, we've now been extended it to the help center. In addition to the existing SAML authentication mechanism, admins can now configure a JWT-based authentication mechanism for the help center.

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Android Mobile App

Send replies and close tickets from replies

Manage tickets efficiently by sending replies and closing them directly from those replies. The purpose of this update is to improve customer service by improving ticket management directly from the app, which enables faster issue resolution.

Product

Grant other profiles access to the time-tracking setup page

Admins have default permission to enable time-tracking for the organization's Desk account. They can now give other users the permission to manage the time tracking setup page access and toggle the "manage time tracking" option. With this permission, users can track time spent on tickets, tasks, and billable time entries.

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IOS Mobile App

Ensure mandatory fields are filled with intermediate screen prompts

If layout rules and validation rules are set for tickets, then users will be prompted to fill all the mandatory fields while executing quick actions such as status changes, priority updates, due date settings, or ticket assignments before saving records. This ensures data accuracy and improves work efficiency by allowing faster resolution.

Android Mobile App

Default work modes for tickets

Default ticket listing enables users to set their preferred ticket management mode (such as status mode, handshake mode, priority mode, and countdown mode) as the default view. This enhancement ensures that you have quick access to tickets in accordance with the chosen mode—ultimately improving efficiency and productivity.

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Product

Supporting Korean languages for all DCs

Zoho Desk now supports the Korean language across data centers, allowing users to access the Desk interface—including menus, buttons, and notifications—in Korean.

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Feb

Android Mobile App

Support for custom modules in Android

Zoho Desk now supports custom modules as items related to standard modules, like Tickets, Contacts, and Accounts. With this feature, users can capture unique information beyond these standard modules. Furthermore, users can enhance business context by interlinking different data sets using custom lookup fields.

Product

Delete selected languages from the language list

Users can delete languages from the language list that are no longer needed. Once deleted, the language will no longer appear in the help center and knowledge base. This will also hide KB articles configured with deleted languages. However, these articlds will be restored once the language is re-enabled.

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Product

Sort departments and layouts in the help center

Users can sort departments and layouts displayed in the help center in either ascending or descending order. This enhances convenience and facilitates easier access and viewing of department and layout lists.

Product

Create global reports for all standard modules

Users can create global reports for all standard modules available within their Zoho Desk account. Note that the creation of global reports is currently not enabled for custom modules.

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Android Mobile App

Support for scheduled replies in Android

Compose responses for tickets and schedule them for automatic delivery at designated times from the mobile app. Once scheduled, users can conveniently manage actions via thread-level options. This seamless approach enables users to effortlessly compose, schedule, and manage ticket responses from within the app.

IOS Mobile App

Send and close tickets from replies

Manage tickets efficiently by sending replies and closing them directly from those replies. The purpose of this update is to improve customer service by improving ticket management directly in the app, which enables faster resolution of customer issues.

IOS Mobile App

Support for custom modules in iOS

Custom modules are now supported as items related to standard modules, like Tickets, Contacts, and Accounts. With this feature, users can capture unique information beyond these standard modules. Furthermore, users can enhance business context by interlinking different data sets using custom lookup fields.

Developer

Widgets for Blueprint added to widget location

Users can include widgets within Blueprint transitions that allow them to access crucial information and perform actions in external apps, thus eliminating the need to switch between different applications.

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Product

View translated ticket field values in the help center

Previously, only agents could view and translate fields values in the Tickets module. Now, users can view these fields values in the help center, too, enabling them to create tickets in their preferred languages. Multilingual translation allows standard, custom, and all field types, including multi-picklists and nested picklists.

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IOS Mobile App

Supporting scheduled replies in iOS v2.8.8

Compose responses for tickets and schedule them for automatic delivery at designated times from the mobile app. This seamless approach enables users to effortlessly compose, schedule, and manage ticket responses from within the app.

Product

Schedule email responses for a ticket

Agents can compose a reply and schedule it to be sent at an appropriate time, reducing the hassle of setting reminders and ensuring that recipients receive responses at the right times.

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Product

Optimize resolution threshold with Support Plans

Create customized support plans to set the scope of guaranteed service that can be provided to a client. Businesses can outline the service usage information such as type of plan, credit cycle, credit usage for a specific period (weekly, quarterly, monthly, yearly) and link it with a contract and SLA.

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Product

Link related tickets into parent-child relationship

Establish parent-child relationship between tickets that have similarities to get better context, organize database, and provide faster resolution.

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Product

Predict field values using Zia's predictive ability

Zia can be trained to learn and create a pattern by analyzing existing tickets in the database. It can analyze the subject and descriptions and predict an appropriate value for the picklist fields. By auto-updating the values, Zia can help agents categorize tickets and understand the key issues from lengthy descriptions.

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Product

Test, validate, and deploy changes using Sandbox

Create Sandbox account to test and validate configurations before deploying the modifications to the live environment. Based on the permission users can access the account.

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Product

View activity history in audit logs

Admins can get an overview of all activities that have been performed in the Desk account using the audit log. Actions are displayed in chronological order and detail the user who performed the action, when it was performed, and more. Admins can also track activities performed in Automation and custom modules in the audit log.

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Product

Send mass replies to tickets via email

Agents can send bulk replies to tickets received via email to save the time and effort otherwise required to draft individual responses. The mass reply option is displayed for specific departments, making it easier to locate. Also, tickets can be filtered based on different criteria such as tags, product names, subject, etc.

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Product

Create custom lookup fields in Tickets, Contacts, and Accounts modules

Establish relationships between records in the Tickets, Contacts, and Accounts modules using custom lookup fields to get a holistic view. This feature allows you to choose a related module, customize the suggestion pop-up for an intuitive user experience, create a sub-tab in the related module for better organization, add new records directly from the layout, display records separately in the suggestion pop- up based on filter criteria, and more.

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Product

Create custom modules to meet unique business requirements

Build custom modules to store business-specific datasets, such as students, bookings, patients, etc. to align with operational processes. These custom modules can integrate with core Desk modules using lookup fields and offer benefits like field customization, workflow automation, access control, and more.

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Radar Mobile App

Get better data insights with custom dashboards in the Radar app

Visualize data from your help desk on the go by creating new dashboards in the Radar app and use them to take incisive, data-driven decisions from anywhere, everytime.

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Developer

Track and analyze API usage

API dashboard offers a centralized place to monitor API usage in different applications over a specific period. It helps businesses make informed decisions to ensure optimum usage.

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Product

Support for Arabic and Hebrew languages in all DCs

Zoho Desk supports Arabic and Hebrew languages across all data centers, allowing Help Center users and agents to view fields in these languages.

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Product

Add marketplace extensions as Widgets in Blueprint

Extensions can be added to the blueprint as widgets to allow agents to perform specific actions like scheduling calls, creating projects, or updating calendars during the transition.

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Product

Allowing field encryption for standard fields

Enhance data security by encrypting standard fields like customer names, email addresses, and phone numbers. This will ensure sensitive information captured in these fields are safeguarded from unauthorized access attempts.

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Marketplace

Give users profile-based permission install extensions

Admins have default permissions to install and uninstall extensions. They can now enable Manage Marketplace permissions for other profiles.

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Marketplace

Find and install extensions from the Tickets module with the help of placeholders

Find and install relevant extensions within the Tickets module. Extensions such as customer insights, print tickets, geolocation and more are placed at convenient locations in different sections within the module.

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Product

Use RegEx criteria in layout and validation rules to authenticate form values

RegEx ensures data validation and the systematic entry of data in ticket fields. Users can design their own patterns or formats for passwords, account numbers or alphanumeric layout to ensure data is entered in valid and acceptable formats.

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Jan

IOS Mobile App

Marketplace extensions as widgets in Blueprint for mobile

Users can access extension related operations that are added to the Blueprint transitions.

IOS Mobile App

ASAP SDK 3.0 and Help Center in Settings

The iOS app supports ASAP SDK 3.0. Additionally, users can view the Help Center in Settings.

IOS Mobile App

Org-based restrictions on copy/paste and screen recording functions

Zoho Desk now supports organization-based restrictions for copying and pasting text and screen recording. This is achieved via our mobile proxy server, which enables admins to restrict it to selected agents.

2023

Dec

Developer

Additional data types for precise and organized insights

Configuration parameters (Config Params) in the extension settings retrieve input from end users. By incorporating various data types in Config Params—such as switches, checkboxes, picklists, multi-select picklists, etc.—developers can ensure the collection of accurate input and prevent the entry of incorrect data.

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Product

Set status and mute notifications in IM module

In the IM module, agents can set their status to online or offline based on their availability and mute notifications per their preferences. By setting their status, conversations can be assigned to the agents who are online to ensure quick resolutions.

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IOS Mobile App

Add, edit, and delete records Contacts and Accounts modules

Agents can add, edit, and delete records in the Contacts and Accounts modules from their Desk mobile app.

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Product

Migrate WhatsApp Business number from another BSP to Zoho Desk

Zoho Desk is now an official WhatsApp Business Service Provider (BSP), enabling businesses to migrate their WhatsApp business account from other BSPs to Desk seamlessly. As a WhatsApp BSP, businesses will get direct access to Meta's cloud-hosted WhatsApp API, which will ensure fast and reliable message delivery.

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Product

JWT authentication mechanism available for ASAP

The improved mechanism eliminates the necessity of the JWT endpoint, it allows only valid users to log in to ASAP.

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IOS Mobile App

Mark tickets as read or unread from the mobile app

On mobile devices, you can mark tickets as read or unread from a ticket detail screen's overflow menu or from the contextual menu in the ticket list.

Marketplace

Introducing Zoho Desk's integration with Google Chat

Use commands to manage support tickets, collaborate in real time, receive notifications, and communicate seamlessly from the Google Chat interface. Users can also customize personal chat settings to receive updates, notifications, and other information tailored specifically to them.

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Product

Revoke blueprint from tickets in bulk

Users can select multiple tickets from the list view and revoke a blueprint instead of doing it individually. Mass revoke can also be done from the ticket detail view.

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Android Mobile App

Supporting multilingual functionality in mobile app

Zoho Desk android app supports multilingual functionality, which allows users to translate field names and picklist values to their preferred language. Users can now customize translations and access forms in their preferred languages.

Android Mobile App

Marketplace extensions as widgets in Blueprint for Android

Users can access Marketplace extensions as widgets in Blueprint transition from the mobile app.

Product

Use multi-select picklist fields in layout and validation rules

Use values in a multi-select picklist field to create layout rules and set record validation criteria.

Read More

Nov

Product

Supporting unattended access for remote sessions using Zoho Assist

Unattended access from Zoho assist allows to access customers' devices remotely, and resolve issues without the customer's presence at the remote end. Integration of Zoho Desk and Zoho Assist is needed for this.

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IOS Mobile App

Converting text to speech in ASAP mobile SDK

Improve user accessibility and provide a better experience to those who prefer listening over reading. With a click of a button or tap of a finger, text-to-speech functionality can take words on a computer screen or other digital devices and convert them into audio. Hands-free access makes it safer and more convenient to consume information while multitasking.

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Android Mobile App

Converting text to speech in ASAP mobile SDK

Improve user accessibility and provide better engagement to those who prefer to listen than read. With a click of a button or tap of a finger, text-to-speech functionality can take words on a computer screen or other digital device and convert them into audio. Hands-free access makes it safer and more convenient to consume information while multitasking.

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Android Mobile App

Introducing the text-to-speech feature for ASAP's mobile SDK

The one-click text-to-speech (TTS) function for mobile applications will increase accessibility and make it easier for users to get support. Text-to-speech systems analyze and interpret text and then use a synthetic voice to read it aloud.

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IOS Mobile App

Find relevant content using ASAP's in-article search for mobile SDK

Users can now search for words or phrases within a specific article in the ASAP Mobile SDK to find the most relevant content based on their circumstances and the issue they're experiencing.

Read More
Android Mobile App

Find relevant content using ASAP's in-article search for mobile SDK

Users can now search for words or phrases within a specific article in the ASAP Mobile SDK to find the most relevant content based on their circumstances and the issue they're experiencing.

Read More
IOS Mobile App

Share Ticket action within Blueprint transitions

The Share Ticket action in Blueprint transitions allows agents to share tickets between departments and extend invitations to transition owners from a shared department through the Blueprint transition feature. This empowers agents in the shared department to execute transitions using the access granted through the Share Ticket action.

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IOS Mobile App

Share tickets with agents in other departments

Collaborate with agents from different departments by sharing tickets with them. Agents from other departments can access shared tickets according to the permission levels given to their departments.

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IOS Mobile App

Korean language supported in iOS app

Users can now explore the Zoho Desk app in Korean.

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Product

Access all tickets related to a post or message using the Tickets tab in the Social module

In the Social module, you can now access the Tickets tab while viewing a post or message, which allows you to view all tickets associated with a particular tweet, message, or post.

Read More
Android Mobile App

Support for Korean language in Android

Users can now view the content of the Zoho Desk app in Korean.

Product

Assign tickets to agents sequentially

Admins can set up a round-robin rule to assign tickets in a sequential order. The sequence is determined by the order in which the agents are added to the rule during configuration. When all agents or a team are selected, tickets are assigned in alphabetical order.

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Product

Zoho Desk bots available in instant messaging channels

Optimize customer interactions in your instant messaging channels with a bot/human hybrid model. Switch between a bot and a human to add a personal touch to the customer support experience. Also, improve agent productivity by allowing manual intervention according to needs and convenience.

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Product

Integrating Facebook Messenger with Zoho Desk

Facebook Messenger has been added to Zoho Desk's list of IM integrations, providing a unique platform where agents can easily manage Facebook page activities, as well as view and reply to customer messages.

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Product

Narrow down your ticket search using the custom status filter in My Area

For each ticket view in the My Area section of the help center, users can now choose their preferred custom status filters, such as defective products, refunds, and warranty claims.

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Product

Skip sending replies during the "reply all" action in blueprint transitions

Previously, "reply all" was a mandatory action which forced users to send a reply every time a transition was performed. Now, they can skip a reply by checking the option "Skip this reply" displayed while performing the transition.

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IOS Mobile App

Respond to Instagram tickets from the iOS app

Send DMs and add comments directly to tickets received via Instagram in the iOS app.

Oct

IOS Mobile App

Sensitive content detection in iOS 17 Instant Messaging

A new option has been added to the privacy and security settings whereby users can enable/disable "sensitive content analysis". For a safer experience, users will be alerted about sensitive images/videos before displaying them onscreen.

Read More
IOS Mobile App

Predictive text on the instant messaging chat screen

Get word and phrase suggestions based on characters entered in the instant messaging chat screen.

Read More
Product

Use the shift key to select or unselect a range of records quickly

Agents can use the shift key to select or unselect bulk records in the Tickets, Accounts, Contacts, and Activities modules, providing a convenient and time-saving method of performing mass actions on records.

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Product

Add more departments in Desk account using department add-on

Enterprise edition users can create upto 50 departments/org by default. Additionally they can purchase a maximum of 450 departments from the Zoho Store using the Department add-on. An org can have a maximum of 500 departments.

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Marketplace

Integrate Reclame AQUI for Zoho Desk

The Reclame AQUI for Zoho Desk extension allows automatic ticket creation in Zoho Desk when customers post in Reclame AQUI. Additionally, agents' responses to customer reviews and complaints in Zoho Desk will be posted in Reclame AQUI. This allows a seamless integration between the platforms.

Read More
Product

Notify article owners when a comment is made

An email notification will now be sent to KB article owners whenever a private or public comment is posted. These notifications will be sent regardless of whether the article owner has been tagged or mentioned in the comment.

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IOS Mobile App

Pending approvals - Actionable widgets for quicker approvals

Perform approvals or rejections and pick up unassigned tickets from the home screen widget. Also, use lock screen widgets to allow users to add and access ticket stats and global search from the lock screen.

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Sep

Product

Associate GC flows with IM channels, web, and mobile

Flows can be associated with various channels such as web, mobile (iOS and Android), and WhatsApp to enable businesses to interact, engage, and address support issues across these different channels. Customers and agents can use flows to chat with bots and find solutions on any associated channel.

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Product

Restrict admins to access setup configurations based on profile permission

Profile permission allows to restrict users from performing certain actions, Earlier, the admins were able to make changes in the configurations even though the permission was disabled in their profile. Now, they will be allowed to configure only those settings that are enabled in the profile.

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Product

Permission to manage Knowledge Base added to module permissions

The Manage KB permission is now available as a standalone setting under the Knowledge Base module. It allows users to access KB settings, sort articles, access PageSense reports, organize categories, and restore deleted articles.

Read More
Product

Use keywords and title as SEO in Community post

Provide SEO for posts with a relatable title and keyword(s) for a better-optimized search.

Read More
Developer

Introducing Nested Picklists in the Tickets module in Android SDK

Nested picklists allow the creation of hierarchical structures within a picklist field. This arrangement ensures that the options in one drop-down list depend on the selection made in the preceding drop-down list. Users can select the most suitable option from a nested picklist right within the mobile app.

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Product

Introducing shared Snippets

Snippets are canned messages that agents use as a reply to common queries. These customized short-hands can be shared with other users in the organization to maintain uniformity in the responses that are sent for the tickets.

Read More
Product

Use feature image in Community posts

Add a feature image to posts to add clarity and provide context for viewers, especially when it's shared over email or social media platforms.

Read More
Product

Introducing interactive message templates in IM

Interactive message templates are pre-built messages that users can send through the WhatsApp channel. The templates now support interactive experiences by displaying buttons, menus, and other elements users can click or tap, providing a more engaging experience.

Read More
Product

Text formats in Community posts

Use predefined text formats—such as notes, alerts, and info—to highlight important sections within a post.

Read More
Product

Add 301 redirection to Community posts

Edit the permalink of a Community post with a context-sensitive, shorter, and crisper URL that's search-engine friendly. You can also set 301 redirects to the new permalink.

Read More
Product

Addition of agent view to article insights

In KB article insights, the agent view provides article owners and administrators with a comprehensive view count of all agents who have accessed a particular article within the KB. This view combines data from different user profiles, including admins, agents, and light agents, and presents it in a single tab labeled "Agents."

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Product

Set time and date format to view community posts

Customers can now choose different date formats (MM/DD/YYYY or DD/MMM/YYYY, etc.) and time formats (either 12 or 24 hours) in their profiles. These will be displayed in the community posts and announcements.

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Product

Add matrix and pivot reports in dashboards

In addition to summary reports, users can include matrix and pivot reports in custom report dashboards.

Read More
Product

Preview visibility of fields within layouts

Administrators can set the visibility of fields (show/hide/editable/non-editable) for different profiles, as well as use the preview option to see how these fields appear to different profiles within a layout.

Read More

Aug

Developer

Authentication of webhook event information using JWT

The JSON Web Token (JWT) authentication method is now used for all webhook events that originate from Zoho Desk.

Read More
IOS Mobile App

Increase in merge Tickets count

Up to a maximum of 5 tickets can now be merged in the Desk iOS mobile app.

Product

Allow other admins to access multilingual setup page

Users with Administrative profile privileges can provide other Admin profile users with access to set up multilingual help centers.

Read More
Product

Introducing filters and views in My Area

Use predefined views based on ownership, collaboration, and status to view relevant tickets. Also, use filters to quickly sort tickets and address critical concerns without hassle.

Read More
Product

UI revamp of the Chat module in sync with SalesIQ

SalesIQ's revamped UI is also reflected in the Chat module in Zoho Desk. Though the new interface provides a more intuitive and user-friendly experience, the functionality of the Chat module has not undergone any change.

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Product

Increase in the number of file uploads possible in Zwitch

During data migration, users can upload up to five zipped files, each with a maximum size of 2 GB. Previously, users could upload only one zipped 2 GB file.

Read More
Product

New events in the Tickets module webhook criteria

For the Tickets module, the following new events can be added to webhook criteria: "Update specific fields with previous value" and "Update specific fields without previous value." Up to five fields can be selected for each event.

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Product

Guided Conversations: Request timeout in webhook block

Administrators can set a time frame within which data will be fetched or an action will be performed via API calls. If a response is not received within the maximum time, an error message will be displayed. The time range can be selected between 5 to 40 seconds, the default timeout being 8 seconds.

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Product

Introducing Team Logo

Use logos to represent teams for ease of identification during ticket assignment to a team.

Read More
Product

Clone articles under the right category

Create a clone of the desired articles under the category to which the parent article belongs or under a different category and subsection.

Read More
Android Mobile App

Auto-fit messages to phone screen

Adjust message formatting to fit recipients screen sizes, ensuring optimal readability of email threads on the ticket details page. The auto-fit settings option is available in app settings.

IOS Mobile App

Updated Apptics SDK to the latest version 1.1.7

The older version of Apptics did not symbolicate Crash logs, even though the dsym file was available. The current version is compatible with the latest crashes.

Developer

Edit ticket properties in ASAP SDK for iOS

This update provides users the option to edit ticket properties in the mobile app.

Read More
Android Mobile App

Notification support for CN supported devices

Users downloading the Zoho Desk mobile app from the CN app store will receive push notifications, a service provided by Pushy.

Product

Send outbound messages via WhatsApp

Use a simple, one-click process to send messages to customers via WhatsApp directly from the Contacts module.

Read More
Product

Set agent's idle time in hours

In addition to minutes, an agent's idle time can be set in hours. A maximum of 8 hours 55 minutes can be set as the idle time.

Read More

Jul

Product

Supporting multi-picklist fields in the grouping tab of matrix reports

Choose multi-picklist fields as rows and columns while creating matrix reports to display record counts, including the unique values of combined multi-picklist options.

Read More
IOS Mobile App

View custom lookup field

Custom lookup fields are supported in the ticket creation and edit form. The selected lookup fields are shown in the detail views of the Tickets, Contacts, and Accounts modules as links.

Android Mobile App

Using WhatApp templates in mobile

Agents can send templated responses while interacting with users through WhatsApp (IM) from their mobile app.

Read More
Product

Introducing tag grouping in the Matrix Report

Aggregate ticket numbers based on custom tags such as "Product name", "Issue", etc.

Read More
IOS Mobile App

Using WhatApp templates in mobile app

Agents can send templated responses while interacting with users through WhatsApp (IM) from their mobile app.

Read More
IOS Mobile App

Supporting Vietnamese in iOS

Zoho Desk iOS mobile app users can now view app contents in the Vietnamese language.

Read More
Product

More options for automatic spam detection in tickets

Identify and auto-mark suspicious tickets and contacts with better precision. The additional options introduced for auto-detection of spam allows admins to select whether a contact associated with the ticket should also be marked as spam. Additionally, there is an option to not mark a contact as spam if they have valid tickets other than the spam ticket in Zoho Desk.

Read More
Product

Reset article insights in Knowledge Base articles

Reset likes, dislikes, and views of an article if the content is revisited and additional information is included to capture fresh and relevant insights.

Read More
IOS Mobile App

Zoho Desk's mobile app instant messaging update

Introducing easy-to-send (click-to-send) option for sending WhatsApp message templates to customers right from the Zoho Desk iOS app.

Read More
Android Mobile App

Zoho Desk's mobile app instant messaging update

Introducing easy-to-send (click-to-send) option for sending WhatsApp message templates to customers right from the Zoho Desk android app.

Read More
Product

Choose not to notify users when deactivated from Help Center

While deactivating an active user from the help center, admins can choose not to notify them via email.

Read More
Developer

Introducing ASAP SDK for Flutter mobile apps

Embed the ASAP SDK into your Flutter mobile applications to provide comprehensive help center services. Offer instant assistance right from the mobile app, eliminating the need to navigate to a separate page for support.

Read More
Marketplace

New Extensions for Zoho Desk

Zingtree for Zoho Desk, Bulk Update Existing Tickets In Zoho Desk Based On Ticket ID, WooCommerce 360 for Zoho Desk and more

Read More
Product

Auto-close abandoned conversations in IM

Businesses can help agents effectively manage their serviceable connections list by auto-closing conversations after a certain period of inactivity.

Read More
Product

Introducing Location block in Guided Conversation

Location block is a question block that allows customers to share their live location or addresses of places during the chat session. The location can be viewed in Map and the coordinates can also be shared.

Read More
Product

View performance of GC flows with Flow Metrics

Monitor the number of users that entered the flow, participated in the chat, the route they went, the choice block they prefer and more using Flow Metrics. Use the information to improvize the flows for better adoption and increased usage.

Read More

Jun

Product

Monitor performance of the Help Center with Google Analytics 4

Integrate Zoho Desk with Google Analytics 4 to enhance user experience and improve adoption of the Help Center. Monitor key insights to understand user engagement, analyze page views, monitor user journeys, and optimize content.

Read More
Android Mobile App

Ticket views UI revamp in Android

Ticket views interface has been revamped to provide better user experience. Following changes can be seen: - Custom Views listing has been removed from navigation bar and placed in the header of the tickets list view, making it easy to switch views. - Allowing search within views. - Enabling the option to reorder views. - Allowing to star/ unstar views from the Edit Views screen.

Android Mobile App

Priority Work Mode supported in Android app

Among the four types of work mode, priority work mode is now supported in the Zoho Desk Android mobile app. In this mode, tickets are listed based on their priority.

Product

Instant Messaging channels available in Japan

The following messaging channels are now supported in Japan data centers: WhatsApp, LINE, WeChat, and Telegram.

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Marketplace

Instant Messenger for Zoho Desk

Streamline customer interactions and optimize support team efficiency with this versatile SMS extension for Zoho Desk.

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IOS Mobile App

Read Receipts supported in iOS

Status of outbound emails such as read, delivered, bounced, and failed can be viewed in the ticket reply threads within the mobile app.

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Android Mobile App

Read Receipts supported in Android

Status of outbound emails such as read, delivered, bounced, and failed can be viewed in the ticket reply threads within the mobile app.

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Android Mobile App

Enhancements in Marketplace Extension

The Marketplace Extension and ChatGPT extension are both displayed in Thread Level replies and in the Left Panel.

Product

Setting visibility for Macro rules

Allow agents to view only those macro rules that are relevant to their daily activities by setting visibility checks. A macro rule can be displayed to all users, selected users, teams, roles, and subordinates.

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May

Product

Meta mandates the use of OTP Buttons in authentication templates

If your company provides customers with the choice to receive one-time passwords or verification codes through WhatsApp Business, starting from May 29, 2023, you are required to utilize an Authentication Template featuring a button specifically designed for delivering the password or code.

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Developer

Multiple ASAP configurations in a single ASAP SDK for Android

Configure multiple ASAP add-ons within a single application based on preference and needs. These add-ons can be embedded on different screens, and it is easy to switch between them to provide the desired functionality according to the context.

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Developer

Multiple ASAP configurations in a single ASAP SDK for iOS

Configure multiple ASAP add-ons within a single application based on preference and needs. These add-ons can be embedded on different screens, and it is easy to switch between them to provide the desired functionality according to the context.

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Product

Agents Queue supported in Express edition

Express edition users can create agent queue.

Product

Increased contrast for optimal visual clarity

Increased contrast in Accessibility Controls provides users with visual challenges an additional parameter to optimize the color contrast of the entire screen. Even the text, lines, buttons, scroll bar, and other UI elements will exhibit a noticeable difference.

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Product

Simplified and easier navigation with the accessibility icon

The Accessibility Control icon is provided at the bottom bar for easier navigation to different visual and content control options for an optimized browsing experience. With just a click on the icon users will be easily directed to the control panel where they can set their preferences.

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Apr

Product

Introducing Conversation Based Pricing Model for WhatsApp Model

Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Different charges will apply to different conversation categories. Effective June 1, business-initiated conversation charges will be based on the following template categories: Utility, Authentication, Marketing, and Service. Going forward, user-initiated conversations will be termed service conversations.

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Developer

Introducing Edit option in Ticket Properties in ASAP SDK for Android

Provide end-users an option to edit the ticket properties.

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Product

Meta reduces WhatsApp Template Category to three

Effective April 1st 2023. Meta will reduce the number of WhatsApp template categories to three. The categories are: Marketing, Authentication, and Utility. They will start migration on March 27th, 2023, and all the existing template messages will be reviewed and re-categorized.

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Developer

Translation of UI strings in ASAP SDK for iOS

Recently added UI strings are translated using i18n to ensure seamless translation.

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Developer

Translation of UI strings in ASAP SDK for Android

Recently added UI strings are translated using i18n to ensure seamless translation.

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Android Mobile App

Layout and validation rules for quick actions in the Activities module for tasks and events.

Implemented layout and validation rules for quick actions in tasks and events. An intermediary screen has been provided that contains all the mandatory fields which are to be filled in the when a layout or validation rule condition is satisfied. Users can navigate to edit form from the intermediary screen.

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IOS Mobile App

Accounts Module and Contacts Module revamp

The below mentioned updates have been made: - Supporting Accounts module within the mobile app. - Contacts module is revamped with a refreshing UI. - Users can view the all web-based contacts within the mobile app. - Users can reorder, search, star/unstar views in Contacts and Accounts module.

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Product

Option to make default comment type public

Until now the default comment to a ticket was always set as private, which allowed only the agents to view it. If required, they could change it to public. Now, there is an option to set the default comment as public that will automatically allow the customer to view the comments made by the agents. Agents, can change the comment to private, if needed.

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Product

Field encryption extended to more Custom fields

Until now only the following custom fields could be encrypted: single line, email, phone, percent, decimal, and URL. Now we are allowing Date, Picklist, and Currency fields to be encrypted too. The encryption is supported in the following modules: Tickets, Contacts, Accounts, Tasks, Calls, Events, Products, TimeEntry, and Contract.

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Product

Expand or collapse the Knowledge Base detail page

The detail page in the knowledge base that is, the agent's view displays the list of articles present in a folder. Users can hide the panel for a better view of the working area by clicking Hide/Show list.

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Product

Subject field included during Blueprint transition

The subject field is now included during transition. The transition owners must enter a valid value to the field to complete the transition and move the record to the next stage.

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Mar

Developer

Local data encryption in ASAP SDK for Android

Introducing local data encryption as an additional layer of protection to enhance security.

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Developer

Native font adaptation in ASAP SDK for Android

Customize the font style to align with the application's distinctive visual language, ensuring a seamless user experience with visual consistency.

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Product

Filter tickets based on their closing time

Use the closed-time filter to easily search and view tickets based on when they were closed. The criteria include today, yesterday, current week, current month, last 3 days, last 7 days, last 15 days, and last 30 days.

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IOS

Priority Work Mode supported in iOS

View tickets listed according to their priority in iOS.

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Product

New custom slots available under Countdown mode

The countdown mode allows agents and admins to sort tickets based on time to prioritize the ones that are nearing the due time. In addition to the default time slots tickets can be arranged using custom time slots such as due in 9 hrs, 2 days etc. Two more options have been introduced to the custom slot: 5 minutes and 10 minutes.

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Product

Requesting data migration is now simplified

The primary contact can request initiation of Data migration by selecting the modules that should be migrated and compiling them in a single ZIP file. It is also easier to check the status of the migration process from the migration history.

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Product

Introducing data migration to Zoho Desk from more services

In addition to Freshdesk and Zendesk, migration from several other help desk softwares is allowed: Salesforce, Kayako, Intercom, HappyFox, Helpscout, and others.

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Product

Delete a ticket draft from My Area in Help Center

Customers can delete the draft of their responses from the My Area tab in Help Center.

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FEB

Developer

Theme and font customization in ASAP SDK for iOS

Customize themes and fonts to align the application with your brand identity, creating a consistent visual experience throughout the application.

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IOS

Introducing ASAP SDK version 3.0 for iOS

The new version allows customizing the home screen, displaying recent and popular articles as widgets in KB, displaying most popular and discussed topics as widgets in Community, raising tickets with multi layout options, adding secondary contacts, and more.

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ANDROID

Introducing ASAP SDK version 3.0 for Android

The new version allows customizing the home screen, displaying recent and popular articles as widgets in KB, displaying most popular and discussed topics as widgets in Community, raising tickets with multi layout options, adding secondary contacts, and more.

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ANDROID

Introducing Per-App Language Preference

An Android 13 Feature: Per-App Language Preference: A centralized location where users can select a preferred language for the app.

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ANDROID

Option to close account from mobile

Android users can close their account from the mobile app.

PRODUCT

Introducing independent categories, many-to-many mapping, and more in the community module

Create independent categories, perform many-to-many mapping for a category, and associate multiple departments to a category in the community module.

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JAN

Product

Quick deletion of a configured messaging channel

Delete a messaging channel to stop sending or receiving messages. The channel's existing conversation will be retained, however, the agents will be unable to respond, transfer or block associated chats.

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Product

Ticket creation from a conversation

Create a ticket from a single important message within an ongoing business conversation. The ticket is shared between the agent and the customer and will log their communications in one easy-to-manage thread. Both can refer to the ticket for future use.

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ANDROID

Share tickets during blueprint transition

Agents can share a ticket between departments and invite transition owners from the shared department via Blueprint Transition. Agents in the shared department can perform the transition based on the access given.

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MARKETPLACE

Qualtrics for Zoho Desk

Equip agents at providing better customer support service by adding templates and sending feedback or survey emails automatically.

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2022

DEC

Product

Personalize the messaging interface

Display modes ensure that your messaging inbox responds to light conditions to prevent eye strain. Change the messaging console's interface skin to dark or light, based on preference and need.

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IOS

Secondary contact removal

Remove the recipients in the CC field from the entire ticket while sending or saving the reply.

Product

Enhance Customer Service Experience with Guided Conversation

Introducing a self-service platform for the end-users and agents to work their way through problems, issues, or organizational processes like onboarding, recruitment etc.

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Product

Instant Messaging, a pay-as-you-use model for holistic communication experience

Integrate Zoho Desk with IM services like WhatsApp, Telegram, Line, and WeChat to communicate with customers, resolve their queries, create tickets, and also engage them in marketing activities.

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Product

Introducing Multilingual Functionality in fields and picklists

Translate fields and picklist values in tickets into different languages supported in Zoho Desk for better accessibility and ease of understanding.

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Product

Use Read Receipts to find whether email recipients have read your reply

See whether the recipients have read your response in the tickets and take necessary actions for follow-ups. Also, check marks in different colors will indicate the number of recipients that have read, opened or not read your response.

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Product

Enhance help desk experience with user preferences

User preferences are a collection of personalization that can change the look and feel of the help desk to one's choice and improve overall experience with Zoho Desk.

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Product

Introducing Accessibility Controls for all users

Exclusive designs system accessibility to create an inclusive customer experience for all users.

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MARKETPLACE

Add multiple tabs and choose the desired views from Zoho Desk inside the MS Teams tab

Choose multiple departments from your Desk portal and add them as a separate tab in MS teams. Also, customize and choose either all or starred views inside the Teams tab for contextual views.

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MARKETPLACE

Integrate MS Teams' channel and personal bot with Zoho Desk

Integrate Teams bot with Zoho Desk to receive instant notifications on tickets, view agent queues, and dashboards from the MS Teams account. Also, use predefined commands and messaging extensions to quickly add support tickets in Zoho Desk.

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PRODUCT

Introducing import of values to picklists and multi-select picklist fields

Values in the picklist and multi-select picklist fields can be imported from a CSV file. Any duplicate values present in the file will be automatically deleted while the user adds them to the picklist field.

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MARKETPLACE

Introducing Geolocation for Zoho Desk

Track and assign support tickets to the agents who are closest to the customer's location right from the Desk platform using the extension.

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PRODUCT

Default Custom Actions renamed to Custom Actions Gallery

Default Custom Actions has been renamed as "Custom Actions Gallery," for clearer context. The gallery consists of predefined custom actions that can be integrated with workflow rules.

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DEVELOPER

Introducing Guided Conversations mobile SDK for Android and iOS

Integrate ZohoGCSDK with mobile applications to build a conversational self-service platform and provide the best customer service.

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Nov

ANDROID

Introducing Instant Messaging in mobile

Make business smooth by connecting with customers Instantly via chat. Integrate the Zoho Desk account with popular platforms such as WhatsApp, LINE, and Telegram.

IOS

Supporting account details view

View the details of the Accounts including their ticket stats within the Desk app.

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Product

Introducing option to directly reply the primary contacts

Send direct replies to the primary contact from the tickets. Earlier, only 'Reply All' and 'Forward' options were available, now 'Reply' is also available in the reply editor.

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OCT

IOS

Introducing Instant Messaging in mobile

Make business smooth by connecting with customers Instantly via chat. Integrate the Zoho Desk account with popular platforms such as WhatsApp, LINE, and Telegram.

PRODUCT

Introducing notify and reply through Instant Messaging as Workflow actions

Send automatic responses to the tickets or notify customers through IM channels such as Wechat, Line, Whatsapp, Telegram etc.

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PRODUCT

Clone layouts across departments

Layouts can be cloned from one department to other within same modules.

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PRODUCT

Introducing Instagram Direct Messages in Social Module

View, respond, and convert direct messages from the Instagram end-users' into tickets. Also, view the records in the the Direct Message tab in Social module.

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SEP

Product

Introducing an alert on removal of Secondary Contact (CC users)

While removing Secondary Contacts from the reply editor, customers can confirm whether these should receive any future notifications.

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ANDROID

Secondary contact removal in Android

Remove the recipients in the CC field from the entire ticket while sending or saving the reply.

PRODUCT

Introducing Enhanced JWT Authentication Mechanism

Verify the authenticity of end-users and provide them permission to use the ASAP-driven help center in a simpler and safer way.

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PRODUCT

Introducing Default Custom Actions for workflow Rules

Create easy-to-embed default custom actions in workflows to automate key tasks like assigning tickets, adding or removing tags, sending email reply, etc. Also, these actions can be used alongside extensions.

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PRODUCT

Introducing auto translation of help articles

Help articles can be automatically translated in to preferred languages using translation engines such as Google translate, Unbable, and Zia.

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AUG

ANDROID

UI revamp in the Contacts Module

Add new tickets via Contacts. View Contact level ticket statistics (i.e., Open, On Hold, Overdue, All tickets and Happiness rating) within the Contact details page.

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MARKETPLACE

Integrating Zoho Campaigns with Desk

View campaigns and manage mailing lists right from the Desk platform. Also add contacts from the Desk account directly to the mailing lists.

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MARKETPLACE

New extensions for Zoho Desk

simPRO for Zoho Desk, Export tickets with filters for Zoho Desk and more

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PRODUCT

Creating from addresses using Microsoft office 365 and Outlook servers

Use Microsoft Office 365 and MS Outlook servers to create "from addresses" without disclosing the login credentials to Zoho Desk.

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JUL

MARKETPLACE

New extensions for Zoho Desk

Zalo Channel for Zoho Desk, Pinnacle SMS and WhatsApp for Zoho Desk and more

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IOS

Close Zoho Desk account from the app

As per Apple guidelines, now customers will be able to close their Zoho Desk account directly from within the app.

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JUN

ANDROID

Filter tickets using different criteria

Use criteria such as department, agent name, ticket status, priority, channel, received in, and due date to filter tickets.

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IOS

Adding or removing tags from tickets and blueprint fields

Add, select or remove tags on tickets and blueprint fields from the mobile app.

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PRODUCT

Save Blueprints as draft

Save a blueprint as draft to revisit and make changes as and when needed.

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ANDROID

Access events associated with tickets

Access all the events associated with a ticket right from the mobile app.

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MARKETPLACE

New Extensions for Zoho Desk

Aircall for Zoho Desk, CloudTalk for Zoho Desk, Ticket Checklist for Zoho Desk and more

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PRODUCT

Introducing Ticket Filters Under My Area

Allow customers to view support tickets from specific departments, channels, status and priority using the ticket filters.

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MAY

PRODUCT

Handling data subject requests in Zoho Desk

Add and track data subject rights requests inside Zoho Desk to be GDPR compliant. With Data Subject Rights (DSR) provide customers' the right to portability (data export) and right to be forgotten (delete data).

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PRODUCT

Provide and track article feedback in knowledge base

Customers and agents can like, dislike and provide feedback on articles. These feedback can also be tracked under the Insights tab of individual articles.

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IOS

View nested picklist in mobile app

Nested picklist fields will be displayed in the app.

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PRODUCT

Filter articles using the translation status

Filter articles based on their translation status, such as in progress, untranslated, outdated, updated, and failed.

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APR

PRODUCT

Remote authentication deprecated and replaced with SAML single sign-on

Remote authentication method of user management is replaced with a more robust and secure SAML single sign-on method. It allows end users to access the help center with the same credential as their Zoho Desk account.

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PRODUCT

Reports and Dashboards clubbed together and renamed as Analytics

The Reports and Dashboards modules are grouped together and called as Analytics. In addition, both Analytics and Customers module can be renamed to one's business preference.

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PRODUCT

Introducing new domain URL for the Help Center

Earlier help center domain address was "desk.zoho.com/portal/" which is replaced with a simpler URL i.e., "companyname.zohodesk.com". The change ensures stronger security and provides more flexibility w.r.t customization, like adding scripts in the help center. Orgs that are using their help center without mapping to a subdomain must switch the default domain address to the new format.

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IOS

Working with approval requests

Users can create, review, approve, and reject approval requests for tickets right from their mobile app.

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IOS

Introducing Voice Over accessibility in Approvals

A gesture based screen reader, that vocalizes the visible elements on the mobile screen to help the visually impaired perform activities with ease.

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FEB

ANDROID

Share tickets with other departments

Collaborate and resolve tickets quicker by sharing tickets with agents from other departments. Sharing permission depends on the pre-defined access levels.

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MARKETPLACE

Twilio Extension for Zoho Desk

Send SMS from your Zoho Desk tickets to the client's mobile number, directly driving customer acquisition and retention through a new communication channel. Also view the customer's complete SMS history within the tickets.

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IOS

Updates to the iOS app

The app allows you to select between "Restrict Specified" or "Restrict all except specified" options when a ticket is in a Blueprint Strict mode. Additionally, you can choose to notify the contact while adding a resolution to their ticket.

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MARKETPLACE

Vonage for Zoho Desk

Send SMS messages to your clients directly from within your Zoho Desk. Your agents can utilize SMS communication as a channel to monitor activities associated with their business processes. Also, they can track SMS history from within support tickets.

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PRODUCT

Introducing support for Burmese and Khmer

Zoho Desk Help Center supports Burmese and Khmer languages. These can be set as default languages.

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MARKETPLACE

Related Tickets by Custom Fields for Zoho Desk

View tickets that have the same custom field value as the current ticket, providing better, faster, and more personalized customer responses.

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PRODUCT

Help Center supported in native Portuguese

In addition to Brazilian Portuguese, help center is now supported in native Portuguese (pt) too.

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PRODUCT

Download knowledge base articles as PDF

Take knowledge base articles offline by downloading them as PDF files. The downloaded PDF file will be readable, print-friendly, and contains images and table of contents.

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JAN

MARKETPLACE

Charm for Zoho Desk

Synchronize patient information between ChARM EHR and Zoho Desk. Also, access patient data anytime from within customer tickets in Zoho Desk and create or manage patient records without leaving the Zoho Desk interface.

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ANDROID

Android app supports full database encryption

As part of HIPAA compliance, the Zoho Desk Android app now allows encryption of your mobile database for an additional layer of security.

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MARKETPLACE

Burst SMS Extension for Zoho Desk

Send and receive SMS messages to your clients from inside a ticket. Also, personalize SMS messages with field merging options and view complete history of SMS messages inside a customer ticket.

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PRODUCT

Set Add Ticket form as default

Make Add Ticket form as the default landing page of the help center. Earlier only My Area, Knowledge base, and Community tabs could be used as landing pages.

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MARKETPLACE

eFax Corporate Extension for Zoho Desk

Save time in processing and coordinating between customers and technicians by sending and receiving faxes to customers from Zoho Desk. Also, attach documents and specific instructions that are required to be sent to a particular number.

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MARKETPLACE

Mortgage Calculator for Zoho Desk

Find the monthly payment and amortization schedule of mortgages in the Contacts and Tickets modules. Also export the amortization schedule as a CSV file to email it to your customers.

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PRODUCT

Enhancements in the knowledge base

  • Clone an existing article to create a draft to edit later.
  • Add a new 301 redirection URL to an article to redirect old KB article to its latest version.
  • View the users who liked and disliked an article under the Insights tab. The users are also differentiated as registered and anonymous for additional context.

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2021

DEC

Product

Mark tickets as read or unread

Allow agents to manually alter whether a support ticket is perceived as read or unread to prevent duplication of effort.

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PRODUCT

Updates in Knowledge Base

View detailed information about the articles under a section or a category, the article content in the left and right panes respectively. Additionally, show author information and the last updated timestamp of articles to your end users and use formatting and insert links into article comments using the rich text editor.

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MARKETPLACE

Github Extension for Zoho Desk

Use the Github extension to easily track and manage issues added to GitHub repositories and link existing issues from GitHub to tickets.without leaving Zoho Desk.

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PRODUCT

Updates in the Community module

  • Announcement posts will now be automatically converted into tickets when the setting is enabled.
  • An option to delete the topics and replies posted by blocked users has been provided and you can block a user when you delete their topic or comment awaiting moderation.
  • You can edit a topic or comment before approving it from the moderation panel.

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ANDROID

Updates in Android apps

The apps get a refreshing new UI for the Ticket List view that helps you customize the way you view tickets. As with the web version, in both apps you can now associate a single contact to multiple accounts and easily track the relationships between the customers and businesses.

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IOS

Updates in iOS

The apps get a refreshing new UI for the Ticket List view that helps you customize the way you view tickets. As with the web version, in both apps you can now associate a single contact to multiple accounts and easily track the relationships between the customers and businesses.

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NOV

MARKETPLACE

Microsoft Sentiment Analysis for Zoho Desk

Analyze and score the sentiment of each ticket with this extension and let support agents know whether the customer is happy or sad. This helps to deliver better value during the conversations. Sentiment scores can also be determined for agents' comments to help management assess the service they provide.

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PRODUCT

Support for page and language-specific SEO tags

Meta attributes are now supported for individual pages such as the Help Center home page, KB home page, etc. These meta attributes include the title, meta description, and meta keywords. Additionally, you can enter meta attributes for both default and other supported languages of your help center.

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MARKETPLACE

Microsoft QnA Maker for Zoho Desk

The QnA Maker extension lets you access AI bots in Zoho Desk, which can help your agents get answers to customer queries within their tickets. You just need to link the bots created in your Microsoft cognitive services with Zoho Desk with an API call.

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PRODUCT

Show departments catalog while submitting tickets

When end users submit a ticket in your help center, you can choose to show them a list of departments in which they would like to create the ticket. When there are multiple layouts in a department, users will first select a department and then the necessary layout on the following page.

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MARKETPLACE

Twilio Plus for Zoho Desk

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OCT

MARKETPLACE

Integromat for Zoho Desk

Integromat is a powerful integration platform that allows you to connect Zoho Desk with more than 1000 apps to share data without the need for coding. It lets you schedule your scenarios to execute when you need them. Choose from various ready-made templates explicitly created for Zoho Desk to get started.

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SEP

MARKETPLACE

Zapier for Zoho Desk

Use Zapier for Zoho Desk to combine triggers and actions to complete an action in one app when a trigger occurs in another app, specially useful for streamlining and automating workflows by copying and moving data between Zoho Desk and other online applications.

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PRODUCT

Disabling webhooks due to failure

Zoho Desk will automatically disable webhooks that have more than 100 failed events within one hour. Users will receive an email alert notification about the disabled webhooks so that it can be fixed before enabling again.

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MARKETPLACE

Salesforce CRM for Zoho Desk

Stay context-aware of customer tickets with two-way data sharing between Salesforce and Zoho Desk. With this extension, The Salesforce CRM extension get a complete Salesforce customer profile next to their Zoho Desk ticket.

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PRODUCT

Add Contact to Multiple Accounts

Relate a single contact to multiple accounts so your agents can easily track the relationships between the customers and companies they work with. Additionally, contacts can view all the tickets belonging to their account on the help center.

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MARKETPLACE

Zoho WorkDrive for Zoho Desk

Attach or share links to files from your WorkDrive account in a ticket without leaving the help desk. Additionally, the extension will display all the attachments contained in the incoming conversations of a ticket.

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MARKETPLACE

Bookmarks for Zoho Desk

Bookmark tickets on the details page with just a click. and also bookmark the frequently accessed web pages by entering their title and URL within the extension.

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MARKETPLACE

Customer Ticket History for Zoho Desk

View a list of recent tickets from a customer, along with their status, creation date, and currently assigned agent. You can click to open a ticket on a separate tab. The extension also allows you to filter tickets by their department and status.

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MARKETPLACE

Export tool for Zoho Desk

This extension lets you export or take a backup of your data to CSV or another help desk. You can export a wide range of objects, including tickets, knowledge base articles, and other related data.

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ANDROID

Android app supports file encryption

The files cached in the app's private space will now be encrypted. File encryption is supported in the Android OS version 6.0 and above.

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IOS

iOS app gets a bunch of updates

  • Customize push notifications for task reminders. The app allows you to set task reminders on a particular day or set it before N number of days, hours, or minutes.
  • iPad users get an improved multitasking experience. You can compose reply emails or view contact details prominently pivoted to the center of the screen with a single touch.
  • The widgets will now work with the system to provide intelligent experiences. For example, they will show up right when you need them. in the Smart Stack as suggestions.

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AUG

PRODUCT

New updates in the community module

  • Set the visibility of a category to Agents only such that the forum topics are visible only to the agents and are strictly internal.
  • Choose who can post and reply to topics in a category.
  • View key metrics of categories like the number of forums, the number of topics and comments received, and the percentage of topics created under each topic.

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MARKETPLACE

Set delete preferences in Zoho CRM integration

You can choose to keep or delete CRM records such as contacts, accounts, and products when users delete their equivalent in Zoho Desk or vice versa. This ensures a smoother syncing experience while preventing test or junk records from syncing between the databases.

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IOS

iOS app now gets support for saving Blueprint transitions

Save a draft of the Blueprint transition in the iOS app and continue where you left. Additionally, view the actions that happen on using the macro under the history tab.

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PRODUCT

Introducing ticket archiving

Zoho Desk will automatically archive tickets that have been marked as closed and are inactive for 120 days to speed up the loading time in ticket views. You can view and unarchive these tickets under an exclusive view called "Archived Tickets".

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JUL

IOS

Support for small and large widgets

The iOS app allows you to add small and large widgets to display the count and list of the tickets, respectively. You can also customize these widgets based on your custom views.

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MARKETPLACE

Zoho Flow for Zoho Desk

Connect your Zoho Desk with 700+ apps to automate information exchange between them without writing a single line of code. The extension provides a Access a gallery of pre-built flows that allow you to explore ideas for your organization and apply them to your business workflow.

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MARKETPLACE

Zoho Projects for Zoho Desk

Create tasks for tickets in relevant projects without leaving your help desk. The extension will sync key task information such as subject, description, due date, and comments in real-time between both the products. You can also access the linked ticket from inside a task in Zoho Projects.

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IOS

Submit a review without leaving your app

The iOS app supports in-app reviews that prompt users to submit their ratings and reviews about Zoho Desk without the inconvenience of leaving it.

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MARKETPLACE

Viber Chatbot for Zoho Desk

This extension enables SMS and MMS communication between agents and end users. End users can ask for help via Viber chatbot, which creates a Zoho Desk ticket. Support engineers can then reply with a solution which will get posted as a reply in Viber Chatbot. You can also send and receive attachments.

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MARKETPLACE

Import to Zoho Desk

This extension allows you to import data from CSV or other help desk systems quickly. It will enable you to maintain relations between objects and keep the original data structure so that you can get to work right after the import.

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ANDROID

Save a draft of Blueprints transitions on the Android app

Save the Blueprints transitions as draft and pick up where you left off later. This is quite useful you need to put some more thought into completing it.

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JUN

ANDROID

Encrypt fields in the Android app

The fields marked as encrypted on the web will be automatically encrypted on the Android app.

Read more
IOS

Encrypt fields in the iOS app

The fields marked as encrypted on the web will be automatically encrypted on the iOS app.

Read more
PRODUCT

New updates in the knowledge base

  • List views will display the last modified time of an article besides its owner and current version.
  • Authors can discard the draft of an article from the list views and detail view.

Read more
MARKETPLACE

Ytel for Zoho Desk

The Ytel for Zoho Desk extension enables your support agents to send SMS messages to customers from within the Zoho Desk account. Your agents can utilize SMS communication as a channel by sending and receiving incoming messages to tickets.

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PRODUCT

Introducing support for Telugu

In addition to more than 20 languages that Zoho Desk supports, we now support Telugu (one of the native languages of India) in the agent and administrator interface.

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MARKETPLACE

ActiveCampaign for Zoho Desk

allows you to access your ActiveCampaign data without leaving Zoho Desk with this extension. Easily connect ZohoDesk and ActiveCampaign to view all your ActiveCampaign data from the relevant Zoho Desk ticket.

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IOS

Listen to Twilio voice messages on the iOS app

Customers can leave a voice message if they cannot reach a support agent during their call. You can listen to these messages on the web from the tickets created for each call. This update will let you listen to voice messages on the iOS app as well.

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MARKETPLACE

Contact Locator for Zoho Desk

View the location of your contacts on Zoho Maps from within their tickets. This extension will come in handy to find the route from your location, map distances, or see nearby places. You can also open the contact's location on Google Maps in a separate browser tab.

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MAY

DEVELOPER

Import agents using API

You can now import agents into your help desk account using the Import API. Agents imported through this API are first listed under the Imported tab in the Unconfirmed status until they accept the invitation sent to their email address.

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MARKETPLACE

Enhancement in Zoho Finance Suite integration

Zoho Desk will now use the phone number to fetch and display the finance suite contact information inside tickets, contacts, and accounts.

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PRODUCT

Enhancements in Blueprints

  • Use strict mode to restrict agents from performing key ticket actions outside of a blueprint's transition bar.
  • Configure the actions and fields you want to make mandatory during a transition.
  • Reorder transitions based on priority using a simple drag and drop mechanism.

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ANDROID

Access extensions on the Android app

You can now access your marketplace extensions displayed on the right panel of the ticket details page on the web from inside your Android app.

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APR

PRODUCT

Default widgets for the standard edition

In addition to the Professional and Enterprise editions, the default widgets used to display extra information on your Help Center is available for the Standard edition also.

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PRODUCT

Customize the shared ticket notification

Earlier, the notification received on sharing a ticket with your department was not user-customizable. Now, you can customize both the email and SMS templates for this notification. You can also turn off this notification.

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PRODUCT

Introducing support for Tamil

In addition to 20 languages that Zoho Desk supports, we now support Tamil (one of the native languages of India) in the agent and administrator interface.

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PRODUCT

New Permissions for Help Center

Two new permissions are added for the help center. With one permission, you can show or hide private department tickets on the help center, and with another, you can mandate captcha when unregistered users submit tickets.

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IOS

iOS app now supports macros

Macros help you perform many actions on a ticket with the click of a button saving agents the time and effort of manually responding to multiple customers with the same issue. The iOS app now allows you to apply macros from inside tickets.

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MAR

PRODUCT

Introducing new role: Personal Team

A new role called "Personal Team" has been added for agents which allows them to access tickets owned by them, their team, and those unassigned in a department. You can set this role for both new and existing agents.

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PRODUCT

Skill-based ticket assignment

Skill-based ticket assignment will assign tickets to the agents based on the skills you have defined for them. It works by stamping the skills needed to resolve a ticket, mapping them to agents with the matching skills, and assigning the ticket to the available agent with the lightest ticket load.

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PRODUCT

Federated login for the Help Center

With the federated login feature, your customers can sign in and access your help center through identity providers such as Zoho, Google, LinkedIn, and Facebook. The advantagebeing, your customers will no longer need to create separate help center accounts to track their tickets.

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PRODUCT

Help Center is now available in Kazakh

Zoho Desk Help Center is now available in Kazakh, which you can enable and offer to your customers from: Setup > Help Center > Languages > Default Language.

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PRODUCT

Knowledge base gets a revamped dashboard

User interface of the knowledge base dashboard is revamped to give a clearer and comprehensive view of the data.

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PRODUCT

Enhancement in BugTracker integration

Earlier, tickets used to display only the key bug fields such as assignee, status, and due date on the left panel. Now, agents can view all the default bug fields from inside their linked tickets.

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FEB

PRODUCT

Introducing customer support via Instagram

Build better social media customer experiences by listening to customer conversations over Instagram pages, viewing Instagram feeds, and convert comments and reply to posts as tickets without leaving your help desk account.

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ANDROID

Access accounts module on Android app

In addition to the contacts, access customer accounts through the Android app with the newly added Accounts module.

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PRODUCT

Marking activities as spam

Activities such as events, calls, and tasks will be automatically marked as spam when their linked ticket or contact is marked as spam. Once marked as spam, the activity is moved to the "Spam Activities" view. A ticket or contact must be marked as "Not Spam" to remove an activity from spam.

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PRODUCT

Unpublish knowledge base articles

You can now unpublish a knowledge base article if you want to remove it from the help center, but keep it saved for future use.

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PRODUCT

Delete profile photo from the help center

Earlier, end users can only update the profile photo in their help center account. They now have an option to delete their photo as well.

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MARKETPLACE

Delete profile photo from the help center

  • Developers can now enter the deprecation time for previous versions of their extensions while adding a new version. The deprecation time entered will be displayed on the Extensions list page.
  • Whenever a new version of an extension is made available, the users who installed the extension will receive email notifications.
  • A new filter called "Pending Updates" has been added to the Installed Extensions page to filter extensions pending an update.

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PRODUCT

View more records in recycle bin

The number of records (rows) displayed per page has been increased from 20 to 50 in the recycle bin.

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ANDROID

Stay on top of your tasks with reminders

Add reminders for your tasks and get notified of them on your Android app. All you need to do is turn on the reminder with the pop-up option while creating a task. In addition, users can submit Play Store ratings and reviews for the Zoho Desk app within the app.

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JAN

MARKETPLACE

Bigin for Zoho Desk

Get a holistic view of your customers with this integration. It enables you to deliver a great customer experience by maintaining a unified database for customer and product information using the two-way sync and letting agents pull customer information like potentials, notes, and activities in the same window as support tickets.

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PRODUCT

Introducing new help center permission

Avoid span tickets with this new permission - "Customers must sign in to your help center to submit tickets" which lets you decide whether customers must log in to submit tickets or not.

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PRODUCT

Rename blueprint linked statuses

If you have created blueprints in your help desk account, you may want to rename the ticket statuses used in it. This action is now possible in Zoho Desk.

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PRODUCT

Enhancements in Zia

You can configure the trigger threshold for anomalies and the deviation percentage for different ticket volumes to help Zia predict anomalies better. In addition, you can choose to receive anomaly notifications during specific business hours.

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2020

DEC

PRODUCT

Introducing ePHI fields in Tickets, Contacts, and Accounts modules

Mark a field as ePHI (Electronically Protected Health Information) if it contains the health information of your customers or patients. This will encrypt the field values and add an ePHI label.

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ANDROID

Android app supports widgets and tags

View key ticket statistics on the home screen using the Zoho Desk widget for Android. Also associate new or existing tags from the app to keep tickets organized.

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MARKETPLACE

View subscription information on the ticket form

Integrate with Zoho Subscriptions to view the subscription and invoice details associated with a contact and its account.

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PRODUCT

Execute workflows on calls and events

In addition to the existing modules, you can now configure and execute a workflow rule for the Calls and the Events module in your help desk account.

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MARKETPLACE

Enhancements in Zoho Cliq integration

We have added a few more desk events and an option to enable or disable notification for each event. You can also turn on or off direct messages sent via deskbot. Also, receive contextual notifications by mapping departments within Zoho Desk to related channels in Zoho Cliq.

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PRODUCT

Happiness ratings widget for help center

You can display your help desk's overall happiness ratings to customers by adding the Customer Happiness Ratings widget to your help center theme.

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ANDROID

View ePHI fields in Android

Fields marked as ePHI in the web interface will display the ePHI tag on them in the mobile interface.

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IOS

View ePHI fields in IOS

Fields marked as ePHI in the web interface will display the ePHI tag on them in the mobile interface.

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ANDROID

Use multiple layouts in Android

Multiple layouts are now supported in the iOS app.

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IOS

Use multiple layouts in iOS

Multiple layouts are now supported in the iOS app.

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ANDROID

Radar app has a new-look

Tailor your dashboard to view the metrics you want to monitor, view critical data in real-time, set triggers for drops in customer happiness levels, add more functionality with marketplace extensions, and much more. Additionally, now you can proactively intervene to avoid potential escalations, and create better customer experiences, wherever you are.

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IOS

Radar app has a new-look

Tailor your dashboard to view the metrics you want to monitor, view critical data in real-time, set triggers for drops in customer happiness levels, add more functionality with marketplace extensions, and much more. Additionally, now you can proactively intervene to avoid potential escalations, and create better customer experiences, wherever you are.

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PRODUCT

Configure notifications for comment activities

Notify agents via email and text messages when customers add, edit, or delete comments on their tickets in the help center.

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PRODUCT

Introducing new time-based condition in Automation

In addition to the existing time-based conditions, "Hours since requestor response pending" has been introduced. Send alerts, create tasks, and update fields based on the hours that have elapsed since a respond is pending.

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PRODUCT

Enhancement in Office 365 integration

The integration allows to add Office 365 users as a contact in Zoho Desk.

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PRODUCT

Gamescope for Agents

Incentivize positive agent activity using customer support-related games and challenges. Users can identify measurable goals for agents and set up challenges for a group of peers, a team, or even an entire department. Keep the team motivated by awarding trophies and badges to commemorate wins for any given goal. The badge or trophy can be viewed within the Agent Card.

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DEVELOPER

Integrate simpler, with Connections

Use connections to integrate Zoho Desk account with a wide range of third-party applications. Choose from an existing range of predefined connections, or create a custom connection of your own.

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ANDROID

Ticket templates in Android

While creating a new ticket, you can select templates to quickly pre-fill information such as subject, description, and ticket properties.

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PRODUCT

Convert article feedback into tickets manually or automatically

Automatically convert article feedback received from customers into tickets, to ensure every comment is tracked and replied immediately. Tickets can be converted manually too.

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IOS

Tickets in archived state display the tag

Tickets that are archived will display "Archived tickets" tag on them in the tickets details page for easy identification.

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OCT

ANDROID

Use ticket templates during ticket creation

While creating a new ticket, you can select templates to quickly pre-fill information such as subject, description, and ticket properties.

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SEP

IOS

Install and use custom fonts

Install custom fonts and use them on iOS 13 and above devices.

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IOS

Introducing new features with iOS 14

iOS 14 has the following enhancements:

  • Widgets let you track key ticket statistics on your home screen, including information about how many of your tickets are open, overdue, on hold, unassigned, and due tomorrow.
  • Siri gets a compact interface and can perform additional actions such as showing your open tickets, adding comments, and more.
  • Scribble down your ticket replies using the Apple Pencil and watch them transform into words. The app will auto-suggest email addresses and agent names while entering them.

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AUG

ANDROID

Send replies for review

Agents who do not have permission to send ticket replies can draft a response and send it for approval right from the Android app.

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PRODUCT

Perform Bulk Actions on tickets

Handle large volume of tickets with ease using bulk actions to assign, update, close, delete, and move tickets to another department.

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IOS

Add attachments to tickets

The iOS app allows you to add attachments while creating a new ticket. Additionally, you can undo opening or closing a ticket using the Quick actions in detail view.

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JUL

ANDROID

New updates in the Android app

  • The Archived label is added to the ticket details page to indicate that the ticket is in the Archived view.
  • An option to show or hide Zoho Desk app contents in the recent screens of app lock has been provided.
  • Users can now sign in to the Desk App using their Apple ID.

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IOS

Sign in with Apple ID is supported

The iOS app will now support signing in using Apple ID by clicking on the 'Sign in with Apple' option. This option makes it easier for agents to sign in with their Apple ID to manage tickets.

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JUN

ANDROID

View ticket's timeline on the Android app

The timeline view will display tickets received from a customer in chronological order. Agents can find customer's past interactions and also reassign the tickets to other agent who handled the tickets previously.

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PRODUCT

Quick and easy navigation of Email Templates

Agents can add the commonly-used templates to Starred Templates list, and mark templates as Default for easy, hassle-free replies.

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IOS

Get article suggestions inside tickets

Suggested articles help agents solve tickets quickly on the iOS app. When new tickets are received, the search engine automatically suggests articles having keywords in common with the ticket. The agent working on the ticket can view the articles and paste them into the ticket if needed.

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MAY

IOS

Support for blueprint strict mode

The iOS app supports strict mode in Blueprint transitions within tickets.

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APR

PRODUCT

Automate Custom Functions using Schedules

Custom functions can help simplify complex business processes. With Schedules, you can automate these custom functions to trigger at a particular time or on a recurring basis. Tasks like clearing backlogs, sending reminders, closing tickets etc. can be automated.

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ANDROID

New updates in the Android app

  • View customers' sentiments such as positive, negative, or neutral behind every incoming ticket response and the ticket as a whole. Besides this, the app also displays keyword aspects that convey those sentiments.
  • Capture a freehand scribble as an attachment.
  • Annotate images when you add them from the gallery or camera.
  • Strict mode is supported when you perform Blueprint transitions in tickets.

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IOS

View process flow of blueprints

The iOS app shows the process flow of the blueprint associated with tickets.

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MAR

MARKETPLACE

Zoho Desk integration with Zoho Inventory

This integration gives the support agents all the context they need to answer order -related queries accurately by displaying order details such as order numbers, package details etc.

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ANDROID

Enhanced push notifications

Android users can get a glimpse of a reply or comment received in records such as tickets, tasks, etc., in the notification panel.

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MARKETPLACE

Zoho Desk integrates with Zoho Subscriptions

Agents can view customer's subscription details such as plan, subscription status, amount,, and renewal date along with any invoices issued to the customer. This information comes in handy when your customers reach out to enquire about your product, upgrade to a different plan, or ask payment-related questions.

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IOS

Support for dynamic layouts

In sync with the Desk web version, layouts in the iOS app support layout rules. You can create layouts rules in the web version, and your app reflects the same without a hitch.

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FEB

ANDROID

Contacts module gets a new UI

The contacts module of the Android app gets a new user interface. Additionally, you can edit or delete a contact and view the details of an account right from the app.

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IOS

Support for social media tickets

The iOS app allows you to reply to customers' tickets received via social media channels such as Twitter and Facebook.

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JAN

ANDROID

Track time spent on tasks

In addition to tickets, Android users can now keep track of time spent on tasks. When you create a task, it gives the option to start and end the timer to calculate completion time.

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2019

NOV

MARKETPLACE

Zoho Desk integrates with Unbabel

When your customer base is spread across the globe, and your customers speak multiple languages, providing personalized customer service can be a challenge. Integrating Unbabel with Zoho Desk helps overcome language barriers.

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OCT

ANDROID

Enhancements in iOS 13

  • The new Dark Mode provides better legibility, and a comfortable screen time experience when working late into the night.
  • Siri Shortcuts let you perform simple actions like adding solutions to your Knowledge Base and leaving comments on tickets using simple voice commands.
  • Contextual Menus make previewing tickets a whole lot easier.
  • Use Document Scanning to attach files directly in Zoho Desk.
  • And lastly, some Helpful Haptics to help you work faster and more efficiently.

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SEP

MARKETPLACE

Convert reviews into tickets with Marketplace extensions

We have two new marketplace extension releases - App Store Reviews and Google Play Reviews for Zoho Desk. Users can turn their Google Play and App Store reviews into tickets within help desk. Links to both review channels will be redirected to the respective app channels. Agents can reply to reviews from Zoho Desk, and the responses are automatically posted on Google Play Store. Due to authentication constraints, agents can only view but not reply to App store reviews from Zoho Desk.

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AUG

PRODUCT

Goal Metrics

Track effectiveness of the Help Center with improved PageSense integration that provides Goal Metrics.This helps gauge how well the Help Center is performing against the targets you set. Monitor the type of traffic you receive by source, demographic, type of device and more. Observe trends and hotspots in visitor traffic and optimize to get the best out of your Help Center.

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PRODUCT

Help Center Customization

Personalize the Help Center by adding pages, custom widgets, and tabs, and customizing it to match the brand design. Choose a theme or use the advanced HTML-CSS customization to match the portal to the look and feel of your website. Learn more about this here.

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DEVELOPER

Custom Fields API Revamp

On creating a custom field using an API, Zoho Desk will automatically generate a unique API name for the given field. This will serve as identification across your help desk modules. The names will be based on the given field label in the application.

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JUL

PRODUCT

Social Module Enhancements

The revamped Social module organizes the social media accounts into "brands," so you can manage Facebook and Twitter pages associated with one brand, together.

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MARKETPLACE

Integration with Team Viewer

Bring TeamViewer remote sessions right into your help desk. Agents can create service cases and start remote sessions within each ticket. They can also update remote session status and check history of the remote sessions taken for a ticket.

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JUN

MARKETPLACE

Integrate Zoho Desk with Zoho Sprints

Build seamless connection between customers, support and development teams to provide end-to-end visibility of customer issues, requests, and suggestions so that the right person can take it over and provide quick solution.

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PRODUCT

Ensure valid data enters the system with Validation Rules

Ensure accurate and valid information is entered in the fields right when the record is created to prevent delays and confusion.

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MARKETPLACE

Integrate Zoho Desk with Intercom

Handle chat requests with ease and provide fast responses with actionable information. The integration provides more context allows to convert conversations into tickets.

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MARKETPLACE

Integrate Zoho Desk with Bigin

Give sales and support teams a holistic view of customer information such as potentials, notes, and activities in the same window as support tickets.

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APR

MARKETPLACE

Integrate Zoho Desk with Microsoft Teams

Agents can view support tickets and perform important ticket actions from within MS Teams, as well as add ticket views as tabs. The Zoho Desk connector also lets you receive notifications on all important ticket actions.

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PRODUCT

PageSense Integration

Understanding user behavior on your website and help center is slowly becoming key to delivering customer service. Web forms were once the most common way to gather customer feedback, but when you engage in digital conversations, sometimes, you don't see the whole picture and end up missing out on important context. The Form Analytics integration for Zoho Desk gives you the stats and analytics you need to engage with your customers better.

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PRODUCT

View series of work items under the Activities module

Track all the activities such as calls, tasks, and events involved in resolving a ticket in a single place.

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MAR

MARKETPLACE

Zoho Desk integration with Zoho CRM

Sync Products module from Zoho CRM into Zoho Desk to view all the products associated with the corresponding tickets.

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PRODUCT

Gamescope for Community

With Gamescope set up points, levels, and badges to encourage your community to participate proactively. Recognize the time and effort they put in to share their ideas, feedback, and doubts.

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FEB

MARKETPLACE

Integration with Salesforce CRM

Integrate Zoho Desk portal with Salesforce account, to pull in a whole lot of customer context to boost your customer service efforts. This helps bring your sales and customer support teams closer together, without having to wait around for updates, or even switch applications.

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JAN

PRODUCT

Enhancements to the Reply Editor

The following enhancements have been made to the editor:

  • Paste clipboard images directly into the reply editor. You can also resize, drag, and position them right within the editor.
  • Upload multiple images.
  • Play around with size and fonts in tables.
  • Edit and preview links directly from the reply editor to send reference links quickly.

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MARKETPLACE

Integrate Zoho Desk with Zapier

Automate manual tasks such as converting emails or social media posts into tickets, send replies, add comments, and create contacts by integrating with Zapier.

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PRODUCT

Introducing Table View in tickets

Get complete information of a ticket such as Ticket ID, Contact or Account name, email address and more from the Table View without opening the ticket.

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PRODUCT

Introducing SLA dashboard

Get an overview of how well the SLA policies are been adhered with the help of metrics like SLA violated tickets, adhered vs. violated tickets, violation by agents and more.

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