Release Notes
Event series
2022
Mar
Telnyx SMS MMS Integration for Zoho Desk
The Telnyx extension enables SMS and MMS communication between your agents and end users and automatically sends SMS notifications of status changes. End users can ask for help via SMS/MMS, and support agents can send solutions through the same channel.
READ MORENew updates in the knowledge base
- The date range filter on the Knowledge Base dashboard now allows you to enter a custom date range by choosing start and end dates. Additionally, we have introduced a new filter called Last 24 hours.
- A new report named Article Views is available on the Knowledge Base dashboard. It displays the total number of articles viewed by All users, Registered users, and Anonymous users on your Help Center for the time range you specify.
- You can enable or disable the No Index No Follow meta tags individually for your knowledge base articles.
Rename extensions and their locations
You can now rename the marketplace extensions and their locations as you like them to appear across the product. This comes in handy when you've installed multiple instances of the same extension.
Direct SMS extension for Zoho Desk
The Direct SMS extension enables you to send text messages from Zoho Desk tickets directly to clients' mobile numbers. Also, the message replies received from customers will be threaded to their tickets for easy tracking and communication.
READ MOREFeb
Share tickets with other departments
The Android app allows you to share tickets with other departments for their agents to collaborate towards resolving it depending on their pre-defined access levels.
READ MORETwilio Extension for Zoho Desk
The Twilio extension lets you send SMS messages from your Zoho Desk tickets to the client's mobile number, directly driving customer acquisition and retention through a new communication channel. You can also view the customer's complete SMS history inside their tickets.
READ MOREUpdates 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.
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.
READ MOREIntroducing support for Burmese and Khmer
Zoho Desk Help Center is now available in Burmese and Khmer languages which you can enable and offer to your customers from: Setup > Help Center > Languages > Default Language.
READ MORERelated Tickets by Custom Fields for Zoho Desk
This extension enables you to view tickets that have the same custom field value as the current ticket, thereby helping you to provide better, faster, and more personalized customer responses. It allows you to add up to 5 custom fields to a layout or a department to find the related tickets that match their field value.
READ MOREHelp Center is now available in native Portuguese
We've introduced support for native Portuguese (pt) for your help center in addition to the Brazilian Portuguese already available.
READ MOREDownload knowledge base articles as PDF
Take your 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. Agents can download PDFs of articles on the support interface, while end users can do the same on the Help Center.
READ MOREJan
Charm for Zoho Desk
This extension synchronizes patient information between ChARM EHR and Zoho Desk. It allows you to access patient data anytime from inside customer tickets in Zoho Desk. Additionally, you can create new patient records and manage patient information without leaving your Zoho Desk account.
READ MOREAndroid 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.
Burst SMS Extension for Zoho Desk
Send and receive SMS messages to your clients from inside a ticket. The extension allows you to personalize your SMS messages with field merging options. You can also view the complete history of SMS messages inside a customer ticket.
READ MORESet Add Ticket form as default
So far, the default landing page of your help center could only be the My Area, Knowledge base, and Community tabs. Now, it can be the Add Ticket form as well.
eFax Corporate Extension for Zoho Desk
Send and receive faxes to your customers from Zoho Desk. You can attach documents and specific instructions that are required to be sent to a particular number. This way, you can save a lot of time that goes into processing and coordinating between customers and technicians.
READ MOREMortgage Calculator for Zoho Desk
The Mortgage Calculator extension helps you find the monthly payment and amortization schedule of mortgages in the Contacts and Tickets modules. You can also export the amortization schedule as a CSV file to email it to your customers.
READ MOREEnhancements in the knowledge base
- Clone an existing article to create a draft version that you can edit with further changes.
- Add a new 301 redirection URL to an article to redirect users from an 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.
2021
Dec
New updates in the knowledge base
- See more information on the screen with the two-pane article detail view. Divided into two panes; the left pane will list the articles under a section or a category, and the right pane is all about the article content.
- Use formatting and insert links into article comments using the rich text editor.
- Show author information and the last updated timestamp of articles to your end users on the help center.
Github Extension for Zoho Desk
The Github extension enables your customer support agents to easily track and manage issues added to GitHub repositories without leaving Zoho Desk. It also allows you to link existing issues from GitHub to tickets.
READ MORENew updates in the community module
- As with other topic types, announcement posts will automatically be converted into tickets when the setting is enabled.
- An option to delete the topics and replies posted by blocked users has been provided. In addition, you can now block a user when you delete their topic or comment awaiting moderation.
- You can now edit a topic or comment before approving it from the moderation panel.
Updates to iOS and Android apps
As with the web version, both the iOS and Android apps now allow you to relate a single contact record to multiple accounts. It allows you to easily track the relationships between the customers and businesses they work with. In addition, the apps get a refreshing new UI for the Ticket List view. You can customize the way your ticket list looks; for example, you can choose to view just the ticket owners' photo or their photos along with their names.
READ MORENov
Microsoft Sentiment Analysis for Zoho Desk
The Sentiment Analysis extension analyses and scores the sentiment of each ticket, letting support agents know whether the customer is happy or sad so that they can deliver better value during their conversation. Sentiment scores can also be determined for agents' comments to help management assess the service they provide.
READ MORESupport for page and language-specific SEO tags
We now support meta attributes for individual pages such as the Help Center home page, KB home page, etc. The meta attributes will include the title, meta description, and meta keywords. In addition, you can now enter meta attributes both for the default and other supported languages of your help center. All you need to do is select the required help center page, choose the supported language, and enter the translated set of meta attributes in them.
READ MOREMicrosoft 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. All you need to do is link the bots created in your Microsoft cognitive services with Zoho Desk with an API call.
READ MOREShow 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. Users can choose their department from inside the add ticket form when turned off.
Twilio Plus for Zoho Desk
Twilio SMS for Zoho Desk adds two-way SMS and MMS functionality to Zoho Desk, enabling your customers to seek support via SMS/MMS and your support agents to reply to them from the Desk interface. Customers can send a simple SMS/MMS to create tickets, get SMS notifications about their existing tickets, and converse with agents through messages.
READ MOREOct
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 any need for coding. It lets you schedule your scenarios to execute when you need them, even when not using Zoho Desk. You can also choose from various readymade templates explicitly created for Zoho Desk to help you get started.
READ MORESep
Zapier for Zoho Desk
Instantly connect your help desk with 2,000+ apps without coding or relying on developers to build integrations. Using Zapier for Zoho Desk, you can combine triggers and actions to complete an action in one app when a trigger occurs in another app. This is particularly useful for streamlining and automating your workflows by copying and moving data between Zoho Desk and other online applications.
READ MOREDisabling webhooks due to failure
Zoho Desk will automatically disable webhooks that have more than 100 failed events within one hour. You will receive an email alert notifying you of the disabled webhooks so that you can fix them before enabling them again.
Salesforce CRM for Zoho Desk
The Salesforce CRM extension for Zoho Desk allows you to stay context-aware of customer tickets with two-way data sharing between both applications. It taps into your most important asset—customer information—to create a unified database. This means you can see a complete Salesforce customer profile next to their Zoho Desk ticket.
READ MOREAdd Contact to Multiple Accounts
Zoho Desk provides a way to 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.
When you enable this feature, each contact requires a primary account. The primary account represents a direct relationship. But you can associate additional accounts to the contact in a secondary relationship.
READ MOREZoho 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.
READ MOREBookmarks for Zoho Desk
You can bookmark tickets on their details page with just a click. Additionally, you can bookmark frequently accessed web pages by entering their title and URL within the extension.
READ MORECustomer 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.
READ MOREExport tool for Zoho Desk
This extension lets you export or backup 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 with a few clicks.
READ MOREAndroid 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.
READ MOREiOS app gets a bunch of updates
- You can 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. Hence they will show up in the Smart Stack as suggestions.
Aug
New updates in the community module
- Set the visibility of a category to Agents only. The forum topics added to such a category would be visible only to the agents on your account and strictly internal.
- Choose who can post and reply to topics in a category.
- View key metrics of categories like the number of forums they have, the number of topics and comments they received, and the percentage of topics created under each topic type on the category details page.
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.
READ MOREiOS app now gets support for saving Blueprint transitions
The iOS app, like its Android counterpart, allows you to save a draft of the Blueprint transition so that once you are ready to complete it, you can continue from where you'd left. In addition, the toast message displayed on applying a macro will include the View option, which you can click to view the actions that happened on using the macro under the history tab.
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". Tickets will also be unarchived when they receive a new conversation or on changing any of their properties.
READ MOREJul
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.
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 gallery of pre-built flows that allow you to explore ideas for your organization and apply them to your business workflow. You can also create custom flows by using triggers and actions.
READ MOREZoho 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.
READ MORESubmit 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.
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.
READ MOREImport 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.
READ MORESave a draft of Blueprints transitions on the Android app
It so happens that sometimes you are not ready to perform all the transition actions yet, and you need to put some more thought into completing it on a ticket. In this case, the Android app allows you to save the transition as a draft, and once you are ready to complete the transition, you can continue from where you'd left.
Jun
Field encryption is available on the apps
The fields marked as encrypted on the web are now automatically encrypted on both the iOS and Android apps of Zoho Desk.
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.
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.
READ MORE
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.
ActiveCampaign for Zoho Desk
This extension allows you to access your ActiveCampaign data without leaving Zoho Desk. Easily connect ZohoDesk and ActiveCampaign to view all your ActiveCampaign data from the relevant Zoho Desk ticket.
READ MOREListen 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.
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.
READ MOREMay
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.
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.
Enhancements in Blueprints
With the following updates you get more control over the finer details of your processes:
- 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.
Access your 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.
Apr
Default widgets for the standard edition
In addition to the Professional and Enterprise editions, the default widgets used to display additional information on your help center is available for the Standard edition as well.
Read moreCustomize 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 corresponding to this notification. You can also turn off this notification if you don't want to receive them in a department.
Read moreIntroducing 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.
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.
Read moreiOS 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.
Mar
Introducing new role: Personal Team
A new role called "Personal Team" has been introduced for agents which allows individuals 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 in your help desk.
Read moreIntroducing 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. This way, you can ensure that tickets are assigned to the agents who are most proficient in dealing with them.
Read moreIntroducing federated login for the Help Center
With the federated login feature, your customers can now sign in and access your help center through identity providers such as Zoho, Google, LinkedIn, and Facebook. The advantage of using federated login is that your customers will no longer need to create separate help center accounts to track their tickets.
Read moreHelp 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.
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.
Read moreEnhancement 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.
Read moreFeb
Introducing customer support via Instagram
You can now listen to customer conversations over Instagram pages. This integration helps you connect with your Instagram customers to build better social media customer experiences as it allows you to view feeds, convert comments and reply to posts as tickets without leaving your help desk account.
Read moreAccess accounts module on Android app
In addition to the contacts, you can now access customer accounts through the Android app with the newly added Accounts module.
Read moreMarking 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.
Read moreUnpublish 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.
Read moreDelete 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.
New updates in the Marketplace
- 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.
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.
Read moreStay on top of your tasks – with reminders!
Add reminders for your tasks and get notified of them on your Android app at the specified date and time. 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 without the inconvenience of navigating outside of the app.
READ MOREJan
Bigin for Zoho Desk
With the Bigin integration for Zoho Desk, your sales and support teams get a holistic view of your customers. This integration 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.
Read moreIntroducing new help center permission
This new permission namely, "Customers must sign in to your help center to submit tickets" has been introduced, which lets you decide whether customers must log in to submit tickets or not. By requiring your customers to register, you help to ensure that the support tickets you receive are legitimate and not spam.
Read moreRename blueprint linked statuses
f 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.
Read moreEnhancements 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. Although Zia is an Enterprise-only feature, customers on other paid plans can start a 45-day free trial to know what she has to offer.
Read more2020
Dec
Introducing support for ePHI fields in tickets
You can now mark a field as ePHI (Electronically Protected Health Information) if it contains the health information of your customers or patients. Marking a field as ePHI will encrypt its values in the database and add the ePHI label beside the field on the agent's interface and the help center. ePHI fields are available only in the Tickets, Contacts, and Accounts modules.
Read moreAndroid app now supports widgets and tags
View key ticket statistics on your home screen with the new Zoho Desk widget for Android. The widget provides a quick overview of tickets based on status Additionally, the android app also supports tags for tickets where you can associate new or existing tags to organize your tickets.
Read moreView subscription information on the ticket form
If you have integrated your Zoho Desk account with Zoho Subscriptions, the Add Ticket form will display the subscription and invoice details associated with a contact and its account in the right panel. You can click on a subscription or invoice to view its details.
Read moreExecute 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.
Read moreEnhancements 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. Lastly, you can receive contextual notifications by mapping departments within Zoho Desk to related channels in Zoho Cliq.
Read moreHappiness 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.
Read moreUpdates to iOS and Android apps
- The mobile apps will display the ePHI label alongside fields that are marked to contain the health information of your customers or patients.
- Multiple layouts are now supported in the apps, as on the web version.
Nov
Radar app has a new look
Radar for Zoho Desk just got a facelift, with an array of incredibly useful features for decision makers on the move. Tailor your dashboard with just 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.
Read moreConfigure notifications for comment activities
You can now notify agents via email and text messages when customers add, edit, or delete comments on their tickets in the help center.
Read moreIntroducing new time-based automation condition
In addition to the existing time-based automation conditions, a new condition called "Hours since requestor response pending" has been introduced. Using this condition, you can send alerts, create tasks, and update fields based on the hours that have elapsed since a requestor responded to their ticket.
Read moreEnhancement in Office 365 integration
This integration now allows you to add Office 365 users as a contact in Zoho Desk. You can add a maximum of 20 users at a time.
Read moreGamescope for Agents
Gamescope helps you 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. During a game, your agents become players and earn points based on their actions, helping you convert negative situations into positive customer experiences. The Gamescope library has trophies and badges that you can choose to commemorate wins for any given goal. When an agent wins a challenge(s), the associated badge or trophy is added to their Agent Card.
Read moreIntegrate simpler, with Connections.
Zoho Desk offers integration support for a wide range of third-party applications. However, some services can't be directly integrated. In such cases, you can use a connector to expand your help desk's integration capabilities. Choose from an existing range of predefined connections, or create a custom connection of your own.
Read moreTicket templates on Android app
While creating a new ticket, you can select templates to quickly pre-fill information such as subject, description, and ticket properties.
READ MOREConvert customer feedback into tickets
When customers don't find your Knowledge Base articles helpful, they may reach out with negative feedback. Zoho Desk now lets you automatically convert this feedback into tickets, so every comment can be tracked and replied to immediately. If needed, you can also choose to convert comments into tickets, manually.
Read moreEnhancement to archived tickets
The iOS app will display the Archived label on the ticket details page to indicate that the ticket is in the archived state.
READ MOREOct
Ticket templates on Android app
While creating a new ticket, you can select templates to quickly pre-fill information such as subject, description, and ticket properties.
READ MORESep
Install and use custom fonts
The app provides the option to install custom fonts and use them on iOS 13 and above devices.
Read MoreIntroducing new features with iOS 14
- 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.
- You can 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.
Aug
Send replies for review
Agents who do not have permission to send ticket replies can now draft a response and send it for approval right from the Android app.
Performing Bulk Actions within Zoho Desk
When you use Zoho Desk to handle a large volume of tickets, you may need to perform a bulk action on 50+ tickets. For example, if you're about to go on a holiday and need to hand your tickets to a colleague, you will find that it's much easier to do it via bulk action, rather than reassign them one by one.
Read moreAdd 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.
Jul
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.
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.
READ MOREJun
View ticket's timeline on the Android app
The timeline view will display tickets received from a customer in chronological order. By looking at it, your agents can know the customer's past interactions and assign their tickets to an agent who handled them on previous occasions.
READ MORENavigating Email Templates just got a lot easier!
If your team uses Email Templates within Zoho Desk extensively, then this refinement will make navigating the long list of templates a lot easier! For quicker access, you can add commonly-used templates to your Starred Templates list, and mark a single base template as your Default Template for easy, hassle-free replies. What's more, these updates are agent-specific and can be personalized by each agent based on their preferences.
Read moreGet 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.
READ MOREMay
Support for blueprint strict mode
The iOS app supports strict mode when you perform Blueprint transitions in tickets.
Apr
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.
Automate your Custom Functions using Schedules
Custom functions can help simplify complex business processes within your help desk. With Schedules, you can automate these custom functions to trigger at any particular time or on a recurring basis. Tasks like clearing backlogs, sending reminders, closing tickets, among others, can all be automated using Schedules.
Read moreView process flow of blueprints
The iOS app shows the process flow of the blueprint associated with tickets.
Mar
Zoho Desk integrates with Zoho Inventory
Customer Support teams need additional context when answering questions about an order or a shipment. This information is usually stored in your inventory management software. If you use Zoho Inventory for inventory management and Zoho Desk for customer support, this integration can give your support agents all the context they need to accurately answer order-related support tickets. The integration pulls in relevant context such as order numbers and package details and populates Zoho Desk with the same. Your support agents no longer have to switch tabs; all the information they need is available right within Zoho Desk.
Read moreEnhanced 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.
Zoho Desk integrates with Zoho Subscriptions
If you run a product company on a subscription model and use Zoho Subscriptions to keep track of your customer life-cycle and payments, integrating it with Zoho Desk will give your agents better context. Agents can now view the 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.
Read moreSupport 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.
READ MOREFeb
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.
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.
Jan
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.
2019
Nov
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. Hiring and training agents to speak different languages can be an expensive and impractical affair, especially if you have high ticket volumes. Unbabel, when integrated with Zoho Desk, can help you overcome these language barriers and do what you do best.
Read moreOct
Updates to the Zoho Desk mobile app
Apple's new iOS 13 release, sparked a series of updates from our end, to ensure that working on the Zoho Desk mobile app is all the more seamless.
- The new Dark Mode provides better legibility, and a comfortable screentime 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
Sep
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 now turn their Google Play and App Store reviews into tickets within your help desk. Links to both review channels will be redirected to the respective app channels. Agents can reply to reviews from Zoho Desk, and these 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. Now you can enable these extensions for your help desk.
Read moreAug
Goal Metrics
Track how effective your Help Center is with granular metrics. The improved PageSense integration now provides Goal Metrics to help you gauge how well your 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.
Read moreHelp Center Customization
Make your Help Center your own by adding pages, custom widgets, and tabs, and customizing it to match your brand's design. Desk offers a variety of themes to choose from, as well as advanced HTML-CSS customization so you can match aspects of your portal to the look and feel of your website. Learn more about this here.
Create sandbox themes to test and experiment without fear of affecting your live instance. You can create a new sandbox any time you want, but you can only have one per theme at a time. More about this here.
Custom Fields API Revamp
We've made some significant changes to the way you name custom fields. Moving forward, every time you create a custom field using an API, Zoho Desk will automatically generate an API name for the given field. The API name is guaranteed to be unique, and will serve as identification across your help desk modules. The names will be based on the given field label in the application. For example, if you create a custom field with the label 'Customer Type', the API name generated may be something like 'cf_customer_type'.
Read MoreJul
Social Module Enhancements
We've made improvements to our Social module to help you stay on top of your social media and better leverage those channels. The revamped Social module organizes your social media accounts into "brands," so you can manage Facebook and Twitter pages associated with one brand, together. By addressing the challenges of the previous version in this revamp, we take you a step closer to efficient social media management.
Read MoreIntegration with Team Viewer
Shuffling between your help desk and your remote session application constantly can be cumbersome. Now, we're adding TeamViewer to our list of remote support integrations, so you can bring TeamViewer remote sessions right into your help desk. Agents can create service cases and start remote sessions within each ticket. You can update remote session status and check history of remote sessions taken for a ticket, all from a single window.
Read moreJun
Integration with Zoho Sprints
Not all issues raised by customers can be solved by the support team alone. Some, such as bugs, feature requests, and enhancements can only be addressed by the engineering teams. That's why we've integrated Zoho Desk with Zoho Sprints, your agile project management software. Now you can open up lines of communication and directly give your engineers valuable contextual information your help desk receives.
Read moreValidation Rules
Delivering great customer service depends on the accuracy of data you're working with. Validation Rules use field validation to ensure that the data that enters your help desk is relevant and actionable.
Read moreZoho Desk now integrates with Intercom
Handling chat requests can be tricky especially when customers expect fast responses with actionable information. Doing so requires juggling between tabs to get all the context you need for more focused conversation and faster resolutions. It’s a tad bit simpler now with the integration with Intercom. With this integration you can now get more context with just a click, convert conversations to tickets instantly, and get a bird’s eye view to make the right decisions.
Read moreIntegrate Bigin with Zoho Desk
Bigin is the first step to moving away from using spreadsheets to managing lead and customer data. It can make your sales processes more effective and is an ideal precursor to full-fledged CRM. And now, you can integrate it with Zoho Desk to give your sales and support teams a holistic view of your customers. From maintaining a unified database for customer and product information using the two-way sync, to letting agents pull customer information like potentials, notes, and activities in the same window as support tickets, the integration lets you deliver a great customer experience.
Read moreApr
Integration with Microsoft Teams
Internal collaboration with teams like sales and engineering is key. Integrating your help desk with Microsoft Teams lets you collaborate internally with ease. 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.
Read morePageSense 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.
Read more.All your Activities, now under a single tab
Don’t lose track of all the activities that go into resolving a ticket successfully. With the new Activity Module, see a list of your calls, tasks, and events lined up for the day - all from a single place. Plan your day easily now, and keep track of all the backend tasks associated with your tickets.
Read moreMar
CRM Integration Enhancements
It's important to have as much context as you can to provide great customer service. With the latest update to our CRM integration, you can now sync your Products module from Zoho CRM into Zoho Desk. All your products from Zoho CRM will be listed under the Product field in Zoho Desk and can be associated with the corresponding tickets.
Read moreGamescope for Community
A simple way to engage your user community is to incentivize their participation. With Gamescope for Zoho Desk, you can set these up in a jiffy. With points, levels, and badges, encourage your community to participate proactively. Recognize the time and effort they put in to share their ideas, feedback, and doubts.
Read moreFeb
Integration with Salesforce CRM
You can integrate your Zoho Desk portal with your Salesforce account, and 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.
Read MoreSync your Zoho CRM Products Module with Zoho Desk
Building on our existing integration between Zoho Desk and Zoho CRM, we've now made it possible for you to sync your Zoho CRM Products Module with your Zoho Desk portal. This sync will automatically pull in product information from your Zoho CRM account into the Product Field within Zoho Desk. Based on your business processes, you can choose to enable the sync one way or both ways, such that information is regularly updated on both ends. Since the Product Module sync is independent of the Accounts and Contacts Sync, you can also choose to enable both, neither or either one of them, without affecting the other.
Read moreJan
Enhancements to the Reply Editor
When you have hundreds of tickets to address, quick resolutions are essential. We've improved the article editor so you can save time and reply faster with the following enhancements:
- Paste clipboard images directly into the reply editor. You can also resize, drag, and position them right within the editor.
- Upload multiple images at once.
- Play around with size and fonts in tables.
- Edit and preview links directly from the reply editor to send reference links quickly.
Zapier
With Zapier, your apps can interact with one another to share important data efficiently. Zapier lets you automate manual tasks such as converting emails or social media posts into tickets, send replies, add comments, and create contacts by integrating with right tools. Managing everyday tasks become a lot simpler, so you can focus on delivering prompt customer service.
Read MoreTable View
Table View is useful when you want more control over the ticket information you see. This is a tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can look at most ticket details without having to open the ticket.
Read MoreA dashboard to help track your SLAs better
Tracking how well your team meets your SLA commitments is often a key indicator of delivering good customer service. The new SLA Metrics Dashboard helps you monitor your team's performance on a day to day basis and regularly monitor and correct your SLA policies if required. This SLA-specific Dashboard allows you to calculate results both on a per-ticket basis and on a per-instance basis.
Read more