Zoho Desk '24
For customer service that never stops
If there's a business function that never stops, it's customer service. In that quest, we've launched new updates to help you resolve faster, retain better, and ensure your customers are happier.
Get startedZia predicts your ticket's next steps
Zia can now learn your existing ticket patterns and use field predictions to automatically update the field values of new tickets. For example, Zia can predict whether the ticket priority is high or low, determine if it's related to a product or an order issue, ascertain its origin from Paris, Jordan, or another location, and also assign the best person to resolve it.
Learn moreExtend Blueprint's capabilities
Zoho Desk's Blueprint keeps your support processes on track by automating actions at precise moments. Now, you can go beyond the standard Zoho Desk elements to define these actions. With Blueprint widget support, you can add Zoho, third-party, or custom widgets to your Blueprint flow. Add a calendar for scheduling, a map for marking locations, or a survey to gather feedback.
Tailor support to your customer needs
Tiered support plan lets your customer choose between a ticket-based option, where they can submit a specific number of tickets within a period, or an unlimited plan for uncapped assistance. Each support plan is associated with an SLA to automate the process of meeting the standard at which the customer is supported.
Model your business into Zoho Desk with custom modules
Businesses are unique, and so is their data. Therefore, their customer service software should be, too. With custom modules, you can capture information that doesn't quite fit into the standard Zoho Desk modules and bring in the business context you need to close a ticket. Plus, they can be associated with your already existing standard modules like tickets and contacts.
Learn moreField enhancements
for improved
data management
Lookup fields let you associate two records from different modules by creating an effective relationship between them. For example, a lookup field in the ticket module with order as the related module will fetch the order details within the ticket.
Regular Expressions (RegEx) identify specific text formats like item codes, zip codes, or password strength. This ensures that only accepted texts across fields enter the system, upholding data integrity. In Zoho Desk, you can create your own RegEx patterns or choose from our gallery.
Picklists are great for organizing your data when you have a list of values. Color-coding picklist values allows you to differentiate them at a glance, group and analyze data, and even personalize your experience by choosing the color palette that suits your brand or preferences.
Create contextual
ticket IDs
Companies must effectively identify support tickets for easy retrieving and referencing. Ticket IDs in Zoho Desk, featuring unique reference numbers, now offer enhanced customization options, allowing alphanumeric text in prefixes and suffixes for added context. You can predefine your ticket IDs to include a country code, ticket channel, or even a due date.
Manage chaos
with parent-child ticketing
When support issues come with multiple layers, parent-child ticketing brings organization and efficiency. You can now split a primary or parent ticket into sub-tickets or child tickets, each addressing a smaller aspect of the larger problem. By establishing parent-child ticket relationships, teams and agents are assigned specific tasks ensuring improved collaboration and faster resolution.
An audit log of every move
The audit log is a chronological record of who did what, and when. It tracks user activity to aid security, compliance, and troubleshooting. Numerous tickets closed unexpectedly? Audit logs reveal if it was a valid bulk action or a security breach. Unauthorized access suspected? Audit logs can expose them.
Sandbox is your safe space for experimenting
Zoho Desk's sandbox environment is your dedicated space for experimentation and innovation! Here you can explore ideas, test scenarios, try features, collaborate, train, and fine-tune configurations securely before implementing changes in the live environment.
Optimize your API usage
The API dashboard provides a detailed visual representation of API usage patterns, including information on call volume, daily averages, and the top modules, services, custom functions, and users. These statistics help in analyzing and managing API usage effectively.
More control over your
safety and that of
your customers
System field encryption
Shield sensitive customer info from unauthorized access using the Advanced Encryption Standard.
Attachment controls
Restrict agents and customers from attaching certain file types while exchanging messages on any channel.
Enhanced data visualization with latest Radar mobile app updates
Custom dashboards
Create dashboards in Zoho Desk's Radar app with graphs, tables, and other data visualization elements to reflect your data priorities. Group them in folders and pin the most used ones for easy access on-the-go.
Pinned items
Arrange your most crucial screens at the top of your menu for quick access and actions. Pinned items can range from a filtered dashboard view to a specific follow-up item like a ticket, call, or event.
Text-to-speech
for ASAP mobile SDK
The text-to-speech function, when integrated with your knowledge base, enhances the reach, accessibility, and user experience of your content. The ASAP SDK's text-to-speech feature is now available for React Native and Flutter apps.
Pause, play, replay, increase and decrease the speed.
A step further in
our accessibility journey
In 2022, our accessibility journey began with a modest idea to create a tool that simplifies
customer service for all. In that pursuit, here's what's new.
- Focus Ring
- Skip Navigation
- Custom Cursor
- Toast Notifications
- Page Navigator
New in
marketplace
Extension starter pack
Struggling to find the right productivity apps? Now experience simplified marketplace app discovery and flexibility in extension management.
Google Chat integration
Use simple commands to create, update, close, and take complete control of your Zoho Desk tickets without navigating away from your Google Chat screen.
Customer service superiority
meets simplicity
We are thrilled to be a part of your customer service success story in 2024. We cannot wait for you to try the new features and updates.
Dive in. Get excited.