Dear Zoho Assist Team,

We would like to request an enhancement to the Zoho Assist – Zoho Desk integration that allows agents to send a direct email reply to the client when ending a remote session.

Current Limitation

Currently, after completing a Zoho Assist session, agents can:

• Add session notes
• Update ticket status
• Add a resolution

However, there is no option to reply to the client directly from the session ending window. Agents must manually open the ticket in Zoho Desk and send a separate reply, which adds unnecessary steps and delays.

Feature Request

We request the ability to send an email reply to the client directly from the session ending window. This reply should:

• Be sent as a regular ticket response in Zoho Desk.
• Appear in the ticket thread, just like any other agent response.
• Include predefined templates or allow agents to draft a custom message.

Benefits of This Feature

• Improves efficiency – Agents can reply to clients immediately without switching between Assist and Desk.
• Enhances customer experience – Clients receive faster follow-ups after remote sessions.
• Ensures better documentation – All client communication remains in the ticket history, ensuring a complete record.

This feature would streamline post-session communication and improve both agent workflow and customer experience.

Thank you for your consideration.

Best regards,
Ram