Zoho Assist 2021: Recap of all updates

Zoho Assist has completed yet another year successfully! Looking back, Assist has made a lot of progress in 2021. Assist also received several awards from top sites, including G2 Crowd, Capterra, and Software Suggest, recognizing our improvements and focus on user experience in the past year. G2 Crowd has labelled us the “Leader of Winter” 2021 and Capterra has identified us as a “Top Performer” in the Managed Service Providers (MSP) and Remote Support Software categories for 2021. Alongside these achievements, Software Suggest has also honored us to receive the “Momentum Leader” title for 2021.

With all these acclaims in the year 2021, Our team has effectively delivered several updates to optimize the user experience for our valuable customers across the globe.  Let’s take a look at the extensive features and integrations that helped us earn those awards and accolades.

Our streamlined feature updates from 2021

Self-Service Portal:

With the Self-Service Portal in Assist, customers can now reach technicians in a few minutes by raising a request. A suitable technician will be assigned to the request raised, so the query or issue will be resolved as quickly as possible.

Public Client Portal:

This is a major improvement to the Self-Service Portal feature available in Assist. After the release of this update, customers don’t need to perform portal authentication to raise service requests anymore.

Multi-Monitor Navigation:

This navigation feature in Assist will help technicians navigate through multiple monitors available at the remote user’s side. Our team of experts have also included view types, notification button, and preview option to allow technicians to navigate easily through the monitors.

Session Supervision:

Zoho Assist now offers the ability to monitor inbound and outbound sessions with the Session Supervision feature. The monitor option is now available next to the ongoing remote support session listed. The technician can use that option to supervise the session as and when needed.

Guest User Invitation:

Technicians with a Zoho Assist account can now invite secondary technicians within and outside the organization if they need additional input or assistance during a session. The secondary technician can obtain control over the session after they complete the authentication process.

File Transfer for Android devices:

Assist for Android now offers the File Transfer feature that enables instant transfer of files of up to 2GB during an active remote support session. Any demo videos, driver files, and more can be shared between the technician and customer.

App Lock for Mobile App:

The Assist mobile app now has an additional layer of security. The app lock feature available for mobile apps will enable you to set a PIN or Biometric lock, following which the app will automatically lock after the specified time limit.

Enhanced UI for Customer Console – Mac:

Our team optimized the user interface of the Mac customer console to help with quick access to certain features, such as File Transfer, Audio/Video Chat, and the Participants list.

Our line of productive Assist integrations

Zoho Assist is now integrated with many other Zoho and third-party applications to conduct remote sessions quickly from the respective app. Let’s dive into the set of new integrations with Assist.

Zoho Bookings:

Bookings with Assist allows you to access all session-related information quickly. Technicians can schedule a session, sync their session schedule, get updates on change of technician, cancel sessions, and more in a jiffy.

Zoho CRM:

Assist’s integration with CRM supports initiating or scheduling sessions from CRM by selecting a lead or contact of the technician’s choice when required. All you have to do is add CRM from the Zoho Marketplace and you’re all set!

Zoho Flow:

The Flow-Assist integration includes the ability to automate the business workflow of an organization by setting up automatic triggers to start a remote access or support session.

Slack:

If you have an account with Slack, you can now initiate, cancel, schedule, and view scheduled remote support sessions with the help of slash commands. Open a chat window in Slack and enter the relevant slash command to access Zoho Assist quickly.

Along with these extensive features and integrations, our teams have implemented and introduced other improvements to optimize Assist’s functionality and user experience, both for technicians and their customers. Our team would also like to extend our heartfelt thanks for all the support offered by our customers around the globe.

Wishing you a great year of happiness and success ahead!

 

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