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.

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Zoho Desk 2024 new features release
  • AI & automation
  • Customization
  • Ticketing Experience
  • Data & Security
  • Mobile Experience
AI & automation

Zia 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.

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AI based field predictions by Zoho Desk's Zia AI

Extend 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.

Add Zoho, third-party and custom widgets to Blueprints
Add Zoho, third-party and custom widgets to Blueprints Add Zoho, third-party and custom widgets to Blueprints

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.

Automate SLAs - hour, price, number of tickets based support plans
Automate SLAs - hour, price, number of tickets based support plansAutomate SLAs - hour, price, number of tickets based support plansAutomate SLAs - hour, price, number of tickets based support plans
Customization

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 more Add your business information to Zoho Desk with custom modules
Add your business information to Zoho Desk with custom modules Add your business information to Zoho Desk with custom modules Add your business information to Zoho Desk with custom modules

Field enhancements
for improved
data management

Lookup field

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.

Lookup field in Zoho Desk
RegEx in layout and validation rules

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.

Zoho Desk RegEx in layout and validation rules
Picklist color coding

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.

Ticket fields picklist color coding in Zoho Desk
Lookup field in Zoho Desk Lookup field in Zoho Desk
Zoho Desk RegEx in layout and validation rules Zoho Desk RegEx in layout and validation rules
Ticket fields picklist color coding in Zoho Desk Ticket fields picklist color coding in Zoho Desk

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.

Customize ticket ID in Zoho Desk
Customize ticket ID in Zoho Desk Customize ticket ID in Zoho Desk
Ticketing Experience

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.

Parent and child ticketing in Zoho Desk
Parent and child ticketing in Zoho Desk
Parent and child ticketing in Zoho Desk Parent and child ticketing in Zoho Desk

Cut response time with
new reply options

Schedule replies

Schedule responses for a specific date and time to ensure timely communication aligned with your client's business hours. No more reopening drafts just to hit send!

Schedule Zoho Desk replies for a specific date and time in different time zones
Schedule Zoho Desk replies for a specific date and time in different time zones Schedule Zoho Desk replies for a specific date and time in different time zones

Mass replies

Manage high-volume ticket scenarios by responding to multiple tickets at once, saving time and providing a consistent response to similar queries.

Reply to multiple tickets at once with Zoho Desk mass reply
Reply to multiple tickets at once with Zoho Desk mass reply Reply to multiple tickets at once with Zoho Desk mass reply
Data & Security

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.

Audit log in Zoho Desk
Audit log in Zoho Desk Audit log in Zoho Desk

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.

Sandbox environment in Zoho Desk
Sandbox environment in Zoho Desk Sandbox environment in Zoho Desk

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.

API usage dashboard in Zoho Desk

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.

Advanced Encryption Standard (AES) in Zoho Desk to prevent unauthorized access to default system
Advanced Encryption Standard (AES) in Zoho Desk to prevent unauthorized access to default system Advanced Encryption Standard (AES) in Zoho Desk to prevent unauthorized access to default system

Attachment controls

Restrict agents and customers from attaching certain file types while exchanging messages on any channel.

Zoho Desk agent and customer file attachment control
Zoho Desk agent and customer file attachment control Zoho Desk agent and customer file attachment control
Mobile Experience

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.

Zoho Desk Radar pin items on home screen
Zoho Desk Radar pin items on home screen Zoho Desk Radar pin items on home screen

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.

Zoho Desk Speech Wave Knowledge base articles - text into speech - Zoho Desk ASAP mobile
Text-to-speech

Pause, play, replay, increase and decrease the speed.

1x

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
Zoho Desk browser bg

New in
marketplace

Extension starter pack

Struggling to find the right productivity apps? Now experience simplified marketplace app discovery and flexibility in extension management.

Get app recommendations within Zoho Desk to enhance productivity
Get app recommendations within Zoho Desk to enhance productivity Get app recommendations within Zoho Desk to enhance productivity

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.

Google Chat integration with Zoho Desk
Google Chat integration with Zoho Desk Google Chat integration with Zoho Desk

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.