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.Learn 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
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.
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
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
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
The ASAP plugin for Zoho Desk is designed to embed customer self-service capabilities into your websites and mobile apps. Empower your customers with a searchable knowledge base, interactive community and Zia, an AI-powered chat bot built to provide contextual help to your customers wherever they are.Read More
Zoho Desk now lets you hit pause.
Sometimes, agents may need to pause actions related to a given ticket while they rope in the product team or solve pending issues. The On Hold state makes this possible by letting you stop the timer, and preventing the ticket from going overdue. Once the issues are solved, you can change the ticket status back to 'Open'. It also has a new set of views, including On Hold Tickets and My On Hold Tickets.Read More
Update to SalesIQ Integration
We have a new and improved chat solution for Zoho Desk. Powered by Zoho SalesIQ, this update runs both ways, and lets you get the most out of live chat and insights, without leaving your help desk. It's more functional, flexible, and customizable, with real-time translation from Google Translate, and it's mobile-friendly too!Read more
Augmented Intelligence for your team.
Zia is a context-aware candidate we've hired for your team. Powered by AI, she can perform crucial tasks like sentiment analysis and anomaly detection. She also doubles as a conversation assistant to help customers find solutions through ASAP, Zoho Desk's in-app customer support tool.Read More
Process Management made simple and stress-free.
Blueprint helps businesses bring discipline into customer service. It lets you build processes easily, and ensure that customers get predictable, timely, and consistent customer experiences. Bottlenecks become easy to track and address. Blueprint saves your team a ton of time, and lets you focus on what's important.Read More
Build, sell, and host extensions.
Zoho Desk is now listed on Zoho Marketplace and can be accessed by developers to build, host, and sell extensions. Everything built on the platform will be hosted on Zoho Marketplace, making it available to a customer base of over 30 million users. Now you can build niche solutions for your business and customise Zoho Desk extensively.Read More
Real-time analytics on the go.
Radar gives agents and managers a comprehensive overview of vital customer service stats from the convenience of their mobile phones. Critical areas such as ticket resolution time, customer happiness, live traffic, and individual agent stats can be monitored on a day-to-day basis, so exceptions are caught well in time.Read More
Atlassian Trello Power-Up
Thousands of teams using Trello for internal task management can now link a task with a ticket (or a list of tickets) in Zoho Desk. That way, crucial customer context now flows from frontline teams to operations teams.READ MORE
Anonymize and delete end users
Delete end users in Zoho Desk to meet your obligations under the General Data Protection Regulation (GDPR). The deleted end users will have their profile purged, but their tickets, community posts and knowledge base feedback will remain. These data can be rendered as anonymous or with the nickname of your choice.READ MORE
Set your default landing page
Do you have one dashboard that you visit more than any of your others? Is the Handshake Mode your preferred view for solving customer tickets? To make it easier to reach the page you care about most, we added the ability to select the default landing page in your Zoho Desk. Once you choose a landing page, you will always land on it first when you log into Zoho Desk.READ MORE
Help Center Enhancements
The Knowledge Base and Community modules in Zoho Desk's Help Center have some new enhancements. Every time a customer posts on your Community Forum, a ticket is automatically generated in Zoho Desk. Within this ticket, agents can change the "forum status" whenever necessary. In your KB, you can now format content with pre-set styles and edit the permalink right from within the article.Read More
Solving customer tickets may require agents to collaborate across departments, and include external consultants as well. Until your team reaches a solution, the customer doesn't need to be involved in internal conversations. The private thread function in Zoho Desk helps agents keep internal and external conversations separate by marking certain ticket threads "private". This way, agents and customers get the information they need, without any hassles.Read more
Rich text editor for comments
It is important to put your comments into proper shape, so it is easier to read for both agents and customers. The rich text editor gets you one step closer to writing that perfect comment. It enables you to enter your content and then add rich formatting, including numbered or bulleted lists; treatments such as bold, underline, and italic text; font and background colors; and inserting links and tables.
Added support for more languages
We’ve just added support for two additional languages. This brings the total number of supported languages to 14.
The new languages added are:
You can now set these languages for both the agent interface and the Help Center.
Zoho Invoice and Zoho Books Integration
View billing- and payment-related information of customers within a ticket by integrating either with Zoho Books or Zoho Invoice. Here's what you can do with the integration:
- Create and view invoices and estimates from inside tickets.
- Change the payment status of estimates and invoices linked to a ticket.
- View the accounting information of Zoho Desk contacts and accounts like unused credits, outstanding receivables, billing address, etc.
- Track payment-related activity of a customer, such as creating invoices and estimates, and any changes they've made to these.
Introducing Google Analytics Dashboard
The Google Analytics dashboard for Help Center collects all of your KPIs and critical metrics into an artfully designed and intuitive display with information streams updated in real-time. It enables you to track how customers found your Help Center, which pages they entered and exited from, how long they stayed on each page and which pages they visited etc., without having to sign in to Google Analytics. The dashboard can be accessed at any time under the KBase module in your Zoho Desk.READ MORE
Keep track of time and payments
Zoho Desk's Time Tracker feature helps keep track of every second of work put in by every agent. Your team can clock in working time either manually for every ticket, or set it to track the time they spend on each ticket automatically. The time entries can then be added to estimates and invoices to be sent over to your customers.
The Time Tracker feature not only lets you track time, but also enables you to apply your billing rate to each time entry. All you need to do is set hourly billing rates by agent, by profile, or by ticket. All the math is automatic, and the rates get associated with the corresponding time entries.READ MORE
Collaborate without compromise, with ticket sharing.
Share tickets with other departments for their agents to collaborate towards resolving it depending on their pre-defined access levels. Sharing allows both the parent and the child departments to work on the same ticket at the same time. You can also set permissions while sharing, that determine the type of access agents have to the ticket in the child department. This way, everyone gets to work without squabbling for access or stepping on one another's toes.READ MORE
Introducing Slack for Zoho Desk
The Slack extension for Zoho Desk centralizes your team communications by bringing all those ticket information in one place. It also keeps your agents informed on the events related to their tickets. Here are the key features of this integration:
- Map a Zoho Desk department to a channel of your choice to get notified for ticket-related actions in Slack.
- Use simple slash commands to retrieve information like most recent tickets, overdue tickets, etc.
- Search Zoho Desk for tickets based on ticket ID and customer email right from inside a Slack channel.
Go Integrator, Aircall and inopla are onboard
Zoho Desk offers out-of-the-box integration with many cloud telephony solutions. We've now added Go Integrator (by Mondago), Aircall, and inopla to this roster to make Zoho Desk more accessible to the customers of these service providers. Features like single-click dialing, access to contextual information during calls and automatic call logging should help your agents build better relationships with customers.
The new Faceted Search is here!
Faceted search provides an effective way to refine search results, by continually drilling down until the desired records are found. It categorizes the search results based on common facets like status, channel, priority, etc., enabling you to quickly navigate to the exact record that you are looking for. Each time you click a facet value, the set of search results is reduced to only the items that have that value. Additional clicks continue to narrow down the search—the previous facet values are remembered and applied again.READ MORE
Set an expiration date for KBase articles
Knowledge base articles can be time sensitive. Perhaps you have content like announcements or event details that are going to end. Or maybe you have an impending update to the interface that risks the article becoming irrelevant. Ignoring such outdated articles will leave a poor first impression for your customers. Not anymore!
Zoho Desk offers the ability to schedule an article to be expired after a specific date. That is, you set a specific date and time when your article should expire, and the article expires at that time. This way you can automatically remove articles that have lost its relevance from the Help Center.READ MORE
Control what agents can see from Zoho CRM
Zoho CRM integration adds context to your tickets by clearly displaying useful CRM information like contact info, location, activities and most importantly, potentials. But you don’t necessarily need to provide some or all of this information to your agents. The good news is now you can modify each Zoho Desk profile to grant and remove certain privileges concerning contacts and accounts in Zoho CRM. For example, all users with a 'Light Agent' profile can see contact information, notes, and activities but cannot view the potentials information from CRM.READ MORE
Versioning for KBase articles
Keep track of and manage multiple revisions applied to your knowledge base articles. Any time you change the body of an article, a new version is created. You can compare any two versions to view the changes it underwent. Not convinced with a draft, restore to an older version of the article. And these are precisely what article versioning in Zoho Desk's Knowledge Base lets you do.READ MORE
Anonymize your agent data
You can now anonymize agent data across Zoho Desk to comply with the GDPR's "right to be forgotten," without having to delete tickets, tasks, or other personal information. When you anonymize an agent, Zoho Desk scrubs their data from fields, comments, mentions, history logs, etc., so that they are no longer identifiable. The remaining records will by default indicate them as “Anonymous Agent.” But you can enter a one-time personal nickname to be associated with an anonymized agent.READ MORE
Delete your agents permanently
It is now possible to permanently delete agents, which goes a step further from merely deactivating them. Once deleted, agents are permanently archived, and they can no longer access your Zoho Desk account. However, their references on the records they handled in the past are retained in your help desk. Also, the agent to be deleted should not be assigned with open tickets and tasks. If that is not the case, you will be prompted to reassign them during deletion.READ MORE
Introducing SAML-based SSO for Help Center
The better Zoho Desk fits into your existing enterprise user account systems, the better your customer experience will be. That’s why we’ve introduced SAML-based single sign-on (SSO) authentication that enables your customers to use your organization's user account to access the Zoho Desk's Help Center. You can use SAML with one of your preferred Identity Provider (IdP) by following the general steps required to configure it. Please note that SAML is available only for end-users' access to the Help Center.READ MORE
View article activity history in KBase
Let's say that an article has been published and you want to understand what properties have changed since it entered your KBase. Or maybe the article's content underwent collaborative editing, and you'd like to see everything that has transpired, right from saving the first draft to what followed. You could now view a quick snapshot of all these activities that has happened with regards to an article in the History view.READ MORE
Verify domains added to your help desk
Zoho Desk allows you to map your support address to a subdomain of your company's domain. Until now, you could simply add the subdomain without going through any verification process. From now on, you must validate your ownership of the domain for which you are mapping your default Zoho Desk address. This verification is necessary to ensure that your domain is valid and not spoofed.READ MORE
Layouts just got a lot more customizable!
Until now, you could modify layouts and create custom fields only at the organization level. From now on, each department can have its own layout. You can create and use custom fields within each department, without interfering with those in another department. Also, you can view all the custom fields you have created for each layout from your Zoho Desk Setup under Fields.READ MORE
Numintec, Zadarma and Foneco are onboard
Zoho Desk offers out-of-the-box integration with many cloud telephony solutions. We've now added Numintec, Zadarma, and Foneco to this roster to make Zoho Desk more accessible to the customers of these service providers. Features like single-click dialing, access to contextual information during calls and automatic call logging should help your agents build better relationships with customers.READ MORE
Auto-archiving for custom views
Zoho Desk now archives custom views that remains unopened for 60 days and stores it under a separate folder called Archived Views. If you wish to unarchive a view, you could do so within 30 days of archiving it. After 30 days, the view will be subsequently deleted and become unrecoverable. Please keep in mind that it is only the view that is being archived here and not the data.READ MORE
Zoho Desk now lets you organize your agents into teams, based on the needs of your customer support process. When a ticket is assigned to a team, agents within the team can pick it up for themselves.
Here are some immediate benefits of using Teams:
- View lists of teams' tickets in any Work Mode you choose, just as you can view lists of agents' tickets.
- Assign tickets to teams 'round robin' style, so they're assigned on a rotating basis to available team members.
- Tag the concerned team in ticket comments or in the Team Feed.
Multi-level IVR support for Twilio
Twilio for Zoho Desk expands the capability of cloud telephony with support for multi-level IVR. You can now configure an IVR within an IVR to let callers self-select how they get routed to an agent or a department. It is particularly useful when your current IVR menu is unmanageable with a 0-9 prompt; you serve users at multiple locations; you provide callers with multi-lingual menus.READ MORE
User Experience just became more awesome!
We have launched a bunch of updates to Zoho Desk's interface, aimed at better navigation and improved user experience.
Here's what's new:
- We've unfolded the Modules menu into a more straightforward format, all readily available on your Top Bar.
- The ticket sub-tabs have a new home right under the subject of a ticket.
- Nifty tools like Auto-Suggested Articles and Ticket Timeline are now placed at eye-level.
- The setup screen now opens up on top of your work screen. It looks sleeker too, with smoother navigation.
Set up 301 redirect for KBase articles
Rewriting an article's URL gives a 404 error for visitors besides losing any link value the original page had. Well not anymore! You can now put 301s in place to redirect visitors of the old URL to the new one. Also, you can redirect up to 3 previous URLs of an article.READ MORE
Provide remote support at customer's convenience
You can now schedule a remote support session at your customer's convenient time and when they are not around for an instant session. While scheduling a session, you can specify the customer's time zone and set reminders to yourself as well as your customer.READ MORE
Moderate Help Center signups
You can now moderate new users sign ups to stop spam or to prevent people outside your preferred audience from accessing your Help Center. When you enable moderation new users will be denied access to your Help Center until you approve them. You can approve users individually, or in bulk from the Help Center Users page, under Setup.READ MORE
Introducing Dashboards Gallery
With the Dashboards Gallery, you can now visualize your help desk data much faster than building from scratch. The Gallery consists of a variety of pre-built charts that are specific to various modules in Zoho Desk. For example, you can create a service level dashboard that includes charts about measuring response and resolution times of your agents.READ MORE
Import articles from cloud and desktop
You can now import your existing content of KBase articles from the cloud or desktop into Zoho Desk. The cloud picker feature supports import from cloud storage services like Zoho Docs, Google Drive, Dropbox, Box, OneDrive, and Evernote. When you import a file, the file name and its contents are copied into the article's title and answer respectively.READ MORE
Enhancements in Zoho CRM integration
We have enhanced the Zoho CRM integration for a better user experience. If you are a Zoho Desk administrator and have Zoho CRM administrative privileges, you could integrate with your CRM account in less than three clicks. Also, you can now set up a one-way CRM to Desk sync in which case customer information in Zoho CRM will be considered the master.READ MORE
Upload attachments from the cloud
You can now attach files to your Zoho Desk records (i.e., tickets, articles, etc.) from cloud storage services like Zoho Docs, Google Drive, Dropbox, Box, OneDrive, and Evernote. You just need to authenticate your cloud storage account in Zoho Desk to view files stored on them.READ MORE
Convert those Facebook DMs into Zoho Desk tickets
Don't be flustered if your customers prefer to contact your customer support team via Facebook direct messages instead of conventional channels. Zoho Desk's latest integration converts direct messages from Facebook into tickets, which can be routed to the appropriate department and assigned to an agent automatically. Also, you can group entire customer conversations into tickets at regular (customizable) time intervals.READ MORE
Instant remote support with Zoho Assist
Integration with Zoho Assist lets you launch secure remote support sessions from inside Zoho Desk tickets. This way, you can view and control customer computers from any place, any time, and any OS — be it Mac, Windows, or Linux. The fast, appropriate solutions you can deliver through remote sessions offer two significant benefits:
- increased customer satisfaction and trust
- reduced customer support costs
JIRA integration for greater productivity
Integrate your JIRA account with your Zoho Desk portal to enable your agents and engineers to collaborate seamlessly and bridge the gap between product management and customer service. Your agents can submit tickets as issues in Zoho Desk, while engineers can manage its resolution in JIRA. The issues filed, subsequent comments, and status updates, are synced both ways in real time. This integration provides a clear view of the life cycle of tickets, both in JIRA and in Zoho Desk.READ MORE
Integration with Zoho Reports
Access the right data at the right time by integrating with one of our most popular BI products, Zoho Reports. You can now visually analyze your help desk information by creating insightful reports and dashboards. With over 70 pre-built reports and charts that span areas like agent performance, customer happiness, channel-based performance, etc., you can start exploring your data right away.READ MORE
Tailor your helpdesk to suit your style
Each user is different. Zoho Desk embraces this difference in personalities and lets you decide your preferences. Each user can now enable or disable keyboard shortcuts and auto-suggestions, customize conversation views, set the format in which their name appears, and customize their signature.READ MORE
Integration with the Spotfone cloud telephony solution
Integrate your Zoho Desk portal with your Spotfone account and bring computer telephony to customer service. Now you can make calls as well as receive them right on your computer. Besides, all it takes to add a contact is a single click of your mouse. What more? The call log facility helps you track your agents' productivity.READ MORE
Integration with the KooKoo cloud telephony solution
Zoho Desk now lets you integrate your helpdesk with Kookoo's cloud telephony system, enabling you to deliver customer service like never before. Receive or make your calls directly from your helpdesk, add an unknown caller as a contact, or log your calls as tickets.READ MORE
Make a smooth transition from Freshdesk using Zwitch
Switch to Zoho Desk from Freshdesk and watch your helpdesk become more efficient in providing customer service. Our Zwitch tool ensures that your business makes a smooth transition.READ MORE
Work your helpdesk telephony with Workphone
Zoho Desk now integrates with Workphone, an online voice service provider that lets you manage all your calls right at your desk. Your helpdesk now also has a virtual telephone that you can use to make or receive calls, log calls as tickets, add contacts, and much more.READ MORE
Take a quick peek to decide the course of action
The new Ticket Peek feature provides a consolidated view of your ticket with just a click. Skim through your tickets and quickly verify their contents before you delete or mark them as spam. Agents can also send incremental responses without needing to open the ticket details page. The easy navigation provided by this feature reduces the number of clicks and saves you valuable time.READ MORE
Resolution-based SLAs for ensuring quick resolution of issues
If your service contract with a customer organization specifies that you would provide a solution to any issue within a specific duration, and the problem still stands unresolved, resolution-based SLAs will escalate the ticket to the appropriate agent. This feature works by calculating the time required to completely resolve an issue, thereby ensuring that your tickets are always resolved, and your customers are always satisfied.READ MORE
Integration with the Duocom cloud telephony solution
Enjoy the benefits of virtual telephony in your helpdesk using Zoho Desk's new integration with Duocom. Make or receive calls, see the details of the caller, make notes, add contacts, and do much more!READ MORE
Insert oft-repeated text into ticket responses using snippets
Introducing snippets! Handy text-based shortcuts designed to help you save time in drafting responses. If there is a phrase that you frequently include in your responses to customers, you can save it as a snippet and quickly insert the text in the response editor whenever required, by just pressing the Tab key. It helps your agents save time, and consequently handle more tickets.READ MORE
Skip the stories. Jump to the relevant parts
Your knowledge base articles need not be tough-to-navigate anymore for your users. You can now create a table of contents for your readers to jump to the relevant section or use text styles to deliver the necessary impact.READ MORE
babelforce is now on board
If your helpdesk can be on the cloud, why shouldn't your telephone be? Zoho Desk welcomes the babelforce cloud-based telephone service. Integrate your Zoho Desk portal with your babelforce account and enjoy the smooth flow of customer service that ensues. Make or receive customer calls right from your computer, log your calls as tickets in Zoho Desk, add contacts, and do much more.READ MORE
Integrating Zoho Desk with Amazon Connect
Begin your tryst with cloud-based helpdesk telephony by integrating your Amazon Web Services (AWS) account with Zoho Desk. Configure the IVR menu to suit your organization's needs, make/receive calls, associate calls with tickets, add notes, and do lots more!READ MORE
Step into Cloud Telephony with RingCentral
RingCentral provides you with the ability to make or receive calls from the convenience of your computer. By linking your RingCentral account to your Zoho Desk portal, you can:
- Add unknown callers as new contacts
- View details of saved contacts
- Associate customer calls with existing tickets
- Automatically log missed/unanswered calls as new tickets
Harness the power of this cloud-based telephony tool to enhance your customer service.READ MORE
Enhancements in Email Ticketing
Below is a summary of our recent enhancements in email ticketing:
- Use the "reply-to" email address of the requestor to create customer contacts.
- Personalize your ticket replies by making the agents' names visible in the "From" field.
- Create tickets on behalf of the original sender instead of agents while forwarding emails.