Ask the Experts 25: Experience the full spectrum of Zoho Desk’s autumn and spring releases for 2025

Ask the Experts 25: Experience the full spectrum of Zoho Desk’s autumn and spring releases for 2025

Hello Everyone,
We’re on the 25th episode of our ATE series!
It's a true milestone in our live community interactions! It’s been an amazing journey since we started in October 2018. Zoho Desk has come a long way, evolving with the support of a wonderful team of engineers and an interactive user base that continuously connects with us to share their use cases and requirements.

Here's what this special episode will unpack for you:

In this ATE, we’ll explore ways to maximize the use of the new features released in the Spring and Autumn of 2025. On the panel, we have engineers who have been handling the new features rolled out in Zoho Desk this year.


    
Throughout 2025, we’ve witnessed remarkable progress across multiple Zoho Desk modules — Tickets, Marketplace, Self-service, Analytics, GC, and Zia. We’ve also introduced enhancements to our mobile experience through Zoho Desk for Mobile and Radar, making improvements in accessibility, customization, and automation.
Take this opportunity to engage with our panelists and discuss this year’s features and upgrades.

Check out the following link for details: Autumn release 2025 | Spring release 2025
    
Here are a few questions to get you started:
  1. What are Zoho's priorities for upcoming Desk releases? Will they include improvements requested or inspired by Community feedback?
  2. What AI features are being added or enhanced?
  3. How do I train Zia to respond to emails according to my business needs?
  4. Can I generate a report to measure Zia’s training level?
  5. The ticket filter displays all fields; how can I restrict certain fields from being viewed?
  6. How can I review the progress of agents enrolled in the Training module?
Connect from anywhere. No registration required.

Thursday

November 20, 2025

8:30 AM – 4:30 PM GMT
2:00 PM – 10:00 PM IST
10:30 AM – 6:30 PM CEST
2:30 PM – 8:30 PM GST
6:30 PM – 2:30 AM AEST
1:30 AM – 9:30 AM PST

Drop your questions in the comments.
Follow this post to stay notified of the responses and discussion in this ATE. We look forward to hearing from you and having an insightful session, just like our previous Ask the Expert sessions.
See you in the session,
Lydia | Zoho Desk

    • Sticky Posts

    • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

      Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any

    • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 5: Online Q&A on Zoho Desk Extensibility

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 4: A 5 hour online Q&A on agent productivity

      Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Ask the Experts 3: A 5 hour online Q&A on reports and dashboards

      Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

    • Recent Topics

    • VBA handling named ranges

      In VBA I'm able to work with a single cell named range. E.g. Set Jr = Range ("Year").Value. Also other options are working fine, like Range("Year").Address shows $L$3. However a named range refering to multiple cells is not working for me. Eg. tbl_Test

    • Kaizen #176 - Optimizing the Use of Record ID Variables in Zoho CRM Queries

      Hello everyone! Welcome to another week of Kaizen! Since the release of Queries, we have covered Handling Query Variables in Zoho CRM, Serialization and Schema Management, and Leveraging the 'crmAPIResponse' object in Queries in previous posts. Today,

    • Unbilled Items Report?

      Hello! Is there any way to display a list of items that remain unbilled, without creating an invoice for each customer to see if the unbilled items box is displayed? ;-) Ben

    • Consolidation of Multi currency

      Would like to discuss on the possibility of consolidating the ZOHO companies

    • Landed Cost Allocation / Custom Duty manual data entry

      My client is an import business. They must manually enter the duty for each item with landed cost allocation in Bill. This is because customs duties cannot be allocated based on Quantity, Value, Weight, and Dimensions. Manual data entry is highly time-consuming

    • Territories Just Don't Work

      I have been on chat and screenshare support for the past 3 days and am getting no resolution so hopefully, someone here can help me. I am the Super Admin of my organization. We publish books globally. I want to break down the books into territories so

    • Negative Opening Balance

      How can I add Negative Opening balance - meaning a credit balance to a Customer or a debit balance to a vendor? If I go thru Sales-->Customers, and if the opening balance is Rs. 1000 (credit balance), it does not allow me to enter a "minus" sign or mention

    • Single-Line Invoicing from Sales Order Despite Multiple SKUs Shipped

      We deal mostly with Government Tenders And Lets say we got a tender that needs 125 XYZ Laptops Then we found 95 Laptops with a different SKUs and 30 Laptops with different SKUs We talk with the IT department of the government company and they approve

    • 📣📣 Zoho Bookings Schedulathon 2025 is here!

      Hey Zoho Bookings fam, We're excited to invite you to our first-ever hackathon: Yes, Zoho Bookings Schedulathon 2025 is live now. This is a virtual event and you can participate anywhere from the world. Businesses should be able to set up meetings from

    • I want to send out a new newsletter each month

      Without rebuilding a whole journey is there a way to create a new newsletter that is sent to an existing journey monthly?

    • Reinstalling Workdrive Truesync client

      Hi, I attempted to update to the beta version of TrueSync, but it was unstable and kept crashing, so I need to revert to the stable version. How do I properly reinstall TrueSync on a Windows PC? I couldn't install the 3.15.x version directly over the

    • Evaluating Creator; yesterday fine; today connection times out

      Yesterday I spent hours creating a new app, and it worked fine. Today I cannot access creator.zoho.com. Is this common? I'm in the evaluation mode, but I'm thinking I'm going to keep looking. It worked from my home computer, and now I'm checking it from my work computer. My work computer always works just fine, so I shouldn't htink there would be special settings or anything. If there are, how to find out what they could be? Using Chrome on Windows XP The error I get is: The webpage at https://creator.zoho.com

    • Pivot Chart seems to show "old" data - how do I make it update?

      I wonder how to make a Pivot Chart "update" its data contents. Here is the background: I need to report a subset of data that is so complicated that it is easier to make a calculation and put the result in a "reporting form", and then display the data from that form.  So, I get data from the "original form" GRANTS, make some calculations and put the result in the "reporting form" PERIOD.  Now I can watch the result in a list called LIST, which works fine. The list LIST shows that form PERIOD contains

    • Upcoming Changes to LinkedIn Parsing in Resume Extractor

      Starting 31 July 2025, the Zoho Recruit Resume Extractor will no longer support direct parsing of candidate data from LinkedIn profiles. Why Is This Change Needed? In accordance with LinkedIn’s platform policies, extracting profile data through browser

    • how to create view in leads module to that will show all leads + converted leads?

      is it possible to make custom view that combine all leads + converted leads? how to do that

    • Reply and react to comments

      Hi everyone! We're excited to bring to you a couple of new features that'll make your sprint process simpler. A cloud application brings with it an array of social media features that can be efficiently used in your organizational setup. As an agile scrum

    • Announcing Early Access to "Zoho CRM for Everyone" — A new and exciting update to Zoho CRM

      Zoho CRM For Everyone is now officially available to all customers, and the Early Access Program has come to a close. We want to extend our sincere thanks to everyone who participated in the program. Your valuable feedback played a key role in shaping

    • Avalara Sales Tax integration - AVATAX

      Just wondering if anyone else is having troubles with this integration?  Seems as though Avalara changed their billing process, unbeknownst to Zoho, and now ALL transactions are counted by Avalara, not just transactions in a taxable jurisdiction.  This caused a huge price adjustment billed to us by Avalara within a month of us signing up.  And Avalara is not cheap to begin with! Avalara has been great in waiving that increase, but there seems to be no fix.  Zoho is aware of the problem, but slow

    • Invalid value passed for description

      Dear Sir, When I am entering the purchase bill , the following message showing "Invalid value passed for description" what should I do ? I am attaching screenshot. With Regards, Harish harish@cracku.in 7978841636

    • Zoho Creator - 2024 Release Projection 1

      Hello everyone! As we enter 2024, we'd like to extend our warmest wishes for success and prosperity. Your fantastic response to our Product Roadmap page last year has been incredibly motivating. Continuing on this path, we're excited to share a glimpse

    • Automation Assistance for Zoho Form Integration and Workflow

      Hi, We are currently using a Zoho Form to send out our Global Credit Application and would like to automate the process further. Specifically, we’d like the ABN number submitted through the form to automatically populate the GST/VAT Number field in Zoho

    • COQL does not return queryable value if the result set is empty

      See linked video for running code illustration of the problem: https://workdrive.zohoexternal.com/external/d49bb40033b43b288d56fdf843095b7c65b28391d3ec5d09c854f416d853003d Moderation update: We are appending the comment that was removed, to add context

    • Zoho CRMでの商談の管理のしかたについて初歩的な質問です。

      先月からZoho CRMを試験的に導入して運用しています。 商談の管理（運用？）の仕方について教えてください。 商談の数が増えてくると、ダッシュボードの「ステージ別進捗状況」にどんどん過去の商談が蓄積されてくると思うのですが、 現在動きのあるものを中心に確認したくなる気がします。 そのあたりについては、どのように運用が一般的なのでしょうか？ アドバイスいただけるととてもありがたいです。 よろしくお願いします。

    • Composite Items & Purchase Orders

      The Composite Item is great way to bundle different products and services into a single line and sell it as a single line item in Estimates, Sales Orders and Invoices. However, on the other side - i,e,. Purchasing - this item creates quite a bit of a

    • using custom function is it possible to update the created by field in Zoho Crm custom module

      using custom function is it possible to update the created by field in Zoho Crm custom module

    • Slow Sloww Slowwww Responses

      Good day, Has anyone been experiencing slow responses from support? Since Thursday I migrated my Whats app to Sales Iq and I had to synch with Social to get the otp they were sending. Apparently What's app can't be automatically added so I reached out

    • You have exceeded the maximum number of attempts for this action. Please retry doing the same in 30 minutes.

      When one of Zoho Books user tries to select a vendor, recording a new bill, these message appears: You have exceeded the maximum number of attempts for this action. Please retry doing the same in 30 minutes. Other user, at the same time, but different

    • Enable Conversation Context Retention for SalesIQ Answer Bots

      Hello Zoho SalesIQ Team, We hope you are doing well. We have noticed that SalesIQ bots currently fail to maintain conversation context in Hebrew. For example, when we follow up on a previous answer or ask for clarification in Hebrew, the bot either provides

    • Automatic Hebrew Small Talk Setup Without Duplicate Term Errors & Manual Configuration

      Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement to the Small Talk feature in Zoho SalesIQ, specifically for Hebrew language support. Current Challenge: When setting up Small Talk for Hebrew, we encounter multiple issues: Simple

    • Should I Add Leads in Bigin?

      ok, first off I'm new here. I just started using Bigin. I'm debating if it's appropriate to enter leads. by leads I mean a list of contacts that I have not yet reached out to...it's a cold calling list.  if I enter them I can track them (I understand

    • Zoho Books - Perform a validation check before an invoice is marked as sent or sent

      Allow the validation rules to apply to button actions. For example: an invoice could not be sent or marked as sent if it has an empty value in a custom field. (The field could remain blank while it is being worked on.)

    • Flow error "given url is wrong"

      when I setup a flow to update a task status, I get an error when it runs that says "given url is wrong."

    • Upgrade Zoho Desk Agent-Side Answer Bot to GenAI

      Hello Zoho Desk Team, We hope you're doing well. Following the recent announcements and rollout of the GenAI-based Answer Bot in Zoho SalesIQ (Nova '25), we’d like to formally request a similar upgrade for the Answer Bot used by agents inside Zoho Desk.

    • Bigin Android app update: Email filters enhancement, change owner for related records.

      Hello, everyone! In the most recent Bigin Android app update, we have introduced additional email filters and an option to change the owner of related records. Email filters: We have now brought in support for 'All Emails' and 'Added from Widgets' filter

    • How can I get all conversations and comments of a Zoho Desk ticket using ZOHODESK

      Hi everyone, Currently, I am developing a Zoho Desk extension, and I am following the guide available at https://www.zoho.com/desk/extensions/guide/#ticket-object. While working with Zoho Desk, I have noticed that I can only retrieve the general information

    • AI & Zoho Recruit

      Hello, I guess we all are using AI in our personal and professional lives. Now, let's imagine. Recruitment is just a succession of stages and steps. For which step would you like to see AI implemented into Zoho Recruit ? I'll start : - Automatic translation

    • widget url 404'ing

      I'm creating a widget for the first time. When I grab the url from the base url section of the widget builder and append /widget.html it 404's Just wrote a very basic test. I have a folder structure app.zip - widget.html --js/app.js /widget.html <!DOCTYPE

    • Unable to Edit Pick-List Items in Custom Project Field(s)

      I can edit most fields normally, but if I try to edit - in any way - a Pick List field, I just get this error: To be perfectly clear, I'm trying to edit an existing Pick List field (adding or removing items), not adding a new instance. If I rename it,

    • How to display results from zoho.crm.searchRecords in message window

      Hello, I've created a custom function which is linked to a custom button which pulls a date from our contacts module and searches a date field in our quotes module and returns all records matching the date. My issue is, how to I get this to display the

    • Domain Transfer

      Hello there! I wanted to know if I can transfer my domain from Zoho to other hosting providers or use a different hosting provider instead of zoho's services.

    • Next Page