Add 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 MORE
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 MORE
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 MORE
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.
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.
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.
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.
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.
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 more
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 corresponding to this notification. You can also turn off this notification if you don't want to receive them in a department.Read more
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.
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 more
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.
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 more
Introducing 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 more
Introducing 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 more
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.
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 more
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.Read more
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 more
Access 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 more
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.Read more
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.Read more
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.
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 more
Stay 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 MORE
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 more
Introducing 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 more
Rename 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 more
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. 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 more
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 more
Android 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 more
View 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 more
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.Read more
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. Lastly, you can receive contextual notifications by mapping departments within Zoho Desk to related channels in Zoho Cliq.Read more
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.Read more
Updates 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.
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 more
Configure 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 more
Introducing 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 more
Enhancement 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 more
Gamescope 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 more
Integrate 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 more
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 MORE
Convert 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 more
Enhancement 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 MORE
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 MORE
Install and use custom fonts
The app provides the option to install custom fonts and use them on iOS 13 and above devices.Read More
Introducing 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.
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 more
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.
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 MORE
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 MORE
Navigating 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 more
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.READ MORE
Support for blueprint strict mode
The iOS app supports strict mode when you perform Blueprint transitions in tickets.
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 more
View process flow of blueprints
The iOS app shows the process flow of the blueprint associated with tickets.
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 more
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.
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 more
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.READ MORE
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.
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.
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 more
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
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 more
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 more
Help 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 More
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 More
Integration 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 more
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 more
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 more
Zoho 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 more
Integrate 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 more
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 more
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 more
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 more
Gamescope 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 more
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 More
Sync 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 more
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.
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 More
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 More
A 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