Ask the Experts 19: Live Expert Panel Discussion - Inside Zoho Desk Spring Release 2025

Hello again!
Have you ever needed quick insights into key indicators to help manage and streamline specific operations?
Have you started using AI to enhance your customer service in Zoho Desk?
From configuring simple bots using Guided Conversations to making your Self-service portal more accessible for all your customers, Zoho Desk's Spring Release 2025 has so much to uncover and explore.

This season, Ask the Experts 19 is back with a special edition! 

Register: India and Asia Pacific | U.S.,Canada, and Latin America

On the occasion of our Spring Release 2025, we're giving you a special opportunity to meet our Zoho Desk experts face-to-face! Join us for a live session where you can connect directly with the experts. Share your thoughts and experience with Zoho Desk, ask questions about the latest updates, offer feedback, and engage in meaningful conversations.

Get an exclusive look at the latest releases, feature enhancements, and announcements. Our experts are ready to help with everything: improving agent response with Zia, gaining quick insights through Analytics, or managing queries pouring in through instant messaging channels or self-service platforms in your Zoho Desk account. We can even help with handling integrations, language settings, and Zoho Desk's mobile Radar app.

We want to hear your experiences, challenges, and insights! Let’s come together to learn, share, and make Zoho Desk more intuitive.

What's special this time? 

This month's Ask the Experts session will be a live, face-to-face interaction for the first time! To ensure accessibility for our global audience, we’re hosting two sessions across different time zones:

Time Zone	India and Asia Pacific	U.S.,Canada and Latin America
IST	10:30 AM – 12:00 PM	10:00 PM – 11:30 PM
PST	10:00 PM – 11:30 PM	9:30 AM – 11:00 AM
GMT	5:00 AM –  6:30  AM	4:30 PM  –  6:00 PM
CET	7:00 AM –  8:30  AM	6:30 PM – 8:00 PM
GST	9:00 AM – 10:30 AM	8:30 PM – 10:00 PM
AEDT	4:00 PM –  5:30   PM	3:30 AM – 5:00 AM

​

Get to Know the Experts You will Meet​

Swedha C

Swedha's 10 years of experience in Zoho Desk have enabled her to contribute in terms of tech and product management. She is passionate about helping customers by extending the product in platform and customization.

Sumaya Howth

Sumaya has been in Zoho Desk's Product Management for seven years, specializing in its core module and shaping seamless Ticketing and Email experiences.

Kavil Rawat
With three years of experience, Kavil specializes in leveraging Zia’s development to provide insights and AI-driven solutions to optimize customer support operations in Zoho Desk.

Sathish Kumar

Sathish is an expert in fulfilling user-based requirements for customers across the globe. He has been a valuable resource as Zoho Desk's product expert consultant at Zoholics and User Meetups in India and Australia.

Darvin V
Darvin's four years of experience as a Senior Product Support Engineer have made him a dedicated and friendly specialist in customizing operations within Zoho Desk based on organizational needs.

Thiyagu

Thiyagu, fondly known as Theo, is a Senior Product Support Engineer with four years of experience. He specializes in configuring Zoho Desk and providing custom solutions for Zoho Desk users with large customer bases, especially across the US and Canada.

Heruthick Sundar S

Heruthick is a passionate Product Support Engineer with strong expertise in delivering tailored solutions to a global clientele. His three years of experience have shaped him into a swift and efficient problem-solver.

This opportunity to meet Zoho Desk experts is more than just a Q&A. This session is designed for you to interact and exchange thoughts, ideas, and experiences about Zoho’s Spring Release 2025 features. It's a great chance to discuss how the enhancements have improved your workflow and collaborate to find new productivity gains.

Register for the Ask the Experts session and add it to your calendar using the links below:

Ask The Experts 19: Register India and Asia Pacific |  U.S.,Canada, and Latin America

See you at the Session!
Lydia | Zoho Desk

• Topic Participants

• Lydia | Zoho Desk

  

• Sankar

• Nathan Ramsden-Lock

• ello10

• Sumaya Howth

  

• 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

• How to archive Lost/Junk Leads so sales reps don’t see them, but keep them for reporting?

  Hi everyone, In our Zoho CRM we have two Lead Status values: Lost Lead and Junk Lead. What I want to achieve is: When a lead is marked as Lost or Junk, it should disappear from my sales reps’ Lead views (so they only see active leads). At the same time,

• Zoho CRM Canvas Copy Original Layout

  Hello all, I want to use Canvas to make small changes to certain views, not to make huge changes. Is it possible to copy the original Zoho layout and set-up and start from there? I checked and all I can find are some templates which are far from the original

• Revenue Management: #5 Revenue Recognition in SaaS

  If you're building or running a SaaS business, you've probably encountered this. You get paid upfront for a subscription and a one-time onboarding fee, but you end up with confusion about when to consider it revenue. Can I book all of it now? Should I

• MS Teams for daily call operations

  Hello all, Our most anticipated and crucial update is finally here! Organizations using Microsoft Teams phone system can now integrate it effectively with Zoho CRM for tasks like dialling numbers and logging calls. We are enhancing our MS Teams functionality

• Zoho Learn Course Access Issue

  One of the learners in a specific course can't see any lessons. They are registered as both a user and learner for this course in Zoo Learn. What could be the reason?

• ZOHOLICS Japan 2025 開催のお知らせ（再投稿）

  【コミュニティユーザーの皆さまへお知らせ】 Zoho 最大のユーザーイベント「ZOHOLICS Japan 2025」を9月19日（金）に開催します。 AI活用に関する特別講演、ユーザー事例、Zoho 製品の活用例のご紹介など、Zoholicsならではのセッションをご用意しています。 Zoho コミュニティ開催のMeetupとはまた違った雰囲気のイベントです。 ご都合のつく方はお気軽にご参加ください✨ 詳細はこちら https://events.zoho.jp/zoholics2025#/?affl=forumpost2

• Phone Number format for Bulk Upload via csv for Zoho Sign

  What is the phone number format that we need to use for a bulk recipient upload via csv in zoho sign, should the country code be included for ex if its US should it be +18889007865 ior 18889007865 or without country code 8889007865? the sample csv provided

• Filter Page Elements By Selectable Date Range

  I have created a basic Page that will serve as a client dashboard with elements that will provide simple counts & sums of data in reports. There are no reports or forms added to the page, just elements. It currently functions as needed, but shows the

• Can’t Enter my Notebook is Locked

  I’ve been using Notebook for taking notes at my college for a month and I never signed in and I never established a password. Today I tried to enter the app after the update and it asked me for a password. I need to access to my notes urgently and I can’t

• Send Email Directly to Channel

  Hi, We are coming from Slack. In Slack each channel has a unique Email address that you can send emails too. I currently forward a specific type of email from my Gmail InBox directly do this channel for Verification Codes so my team doesn't have to ask

• Secure your external sharing process with OTP Authentication

  For any business, it's crucial to share files externally in a way that is both secure and controlled. Let's say you want to share confidential data with your partners and vendors. You must ensure that only your intended recipients can access the shared

• Items attribute questions

  Many of my items have attributes, such as size and color. How can I add new fields to the "New Items" screen to capture that in my Purchase Orders, Items, and Sales Order pages? I only see these attribute fields when adding an Item Group. Also, on the

• Is there a way to search mail for items you haven't yet responded to?

  I'm trying to create a search to show emails that haven't been responded to and that have also been assigned a tag or label. Is there a way to search for the inverse of replied?

• Zobot and Sales IQ

  What will happen to the Zoho Sales IQ being integrated to the website after creating the Zobot on the website too

• Subtotals per Header

  Hey, we would like to display subtotals per header in our invoices:

• upgrade storage

  how to upgrade my storage

• Linking items from books and subscription

  Linking books and subscription It is a pity that it is not possible to associate with a product an article present in ZohoBooks This would make it possible to manage products composed of a nomenclature of articles of books

• Add the ability to view number of hours planned for a workorder while in the Dispatch Console

  Hi Zoho, When dispatching a work order through the Dispatch Console, there's currently no way to view the number of planned hours for the service tasks associated with that specific work order. Having to click into the details each time to check planned

• Uploading Files from uploads api

  I tried uploading the image from the API call but its giving me unauthorized error even i have given valid token in header. After uploading i need that id to pass in create ticket api uploads but its not uploading that file. Please help me out in th

• Categorize Items with Item Headers

  Hello customers, Did you ever want to classify items based on specific categories to help your customers understand your invoice better? With the new Item Header feature, you can easily categorize items in your invoices and estimates and give them a common title.  Item Headers are available in the Invoices, the Recurring Invoices and the Estimates module. It can be carried forward from estimates to invoices at the time of converting the estimates.  To add an item header: Go to the Estimates, Invoices

• URLs being masked despite disabling tracking

  Hey, We had disabled click tracking from an email update we are sharing with our users. Despite this, the URL the end user is receiving is masked, and looks like "https://qksyl-cmpzourl.maillist-manage.net/click/1d8e72714515cda6/1d8e72714515ca70" instead

• Change format of quantity format

  Hi,  I would like to change the qunatity format from 1,00 to 1.  Is this possible?   thanks!

• square up and Zoho books

  Since we set up the app connection between square up and Zoho books we have realised that when the amounts are getting transferred Zoho is adding VAT again making the numbers 20% more than they should be. We have checked our settings and they VAT/ Tax

• How to provide Access rights to specific Bank accounts

  We have several bank accounts. I want to provide certain members access to only 2-3 accounts. It appears that when I give permissions, they are for ALL bank accounts. How do I do that?

• Errors Getting a Bank Transaction

  Using Postman(for testing), I am receiving errors when attempting to get a single bank transaction. I am able to receive the list of bank transactions with https://www.zohoapis.com/books/v3/banktransactions/?organization_id={org_id} but when I try to

• Subscriptions Plans and CRM Products Integration?

  Is there any way to set up plans and pricing in Zoho Subscriptions and have those available as Products in the CRM? We are trying to set up the CRM and the Products seem to be more geared toward selling products that are not subscription based.  So if we sell annual or monthly contracts which are $10/seat/month, I can set this up as a plan in Subscriptions, but how can I set the same thing up in the CRM for the salespeople to sell/quote? What is the best practice for setting up the CRM Products to

• Mapping Zoho Subscription Plans and Products to CRM and Books

  We have products that are one time products and subscription products.   1) We would like to have the ability to create an opportunity in CRM that includes both one-time charge products and subscription products.  Currently the only way of creating a subscription product is by defining a "Product->Plan" hierarchy in Zoho Subscription.  It appears that the only SYNC between Subscription and CRM is around contacts and the Product->Plan hierarchy doesn't sync to CRM, thus, you would need a duplicate

• Zoho People Attendance Module - Split Shifts

  Hello, Our business employs a number of college students who often split their workdays between work hours and class schedules, resulting in split shifts. For example: Employee 1 works 9am to 11:30am and then leaves for class, returning to work at 3pm

• Bulk update fields based on date

  Hi! I need all the quotes with "Quote Stage" set to "Next Year" to update to "Draft" every January 8 (every year). Can you help?

• Target for a campaign

  Hi, Hope you can help me. I need to create a report (for a marketing campaign) that combines Deals and Contacts to export all the contacts with closed deals. I can easily do that, what I cannot do is to remove from the target the contacts that have more

• Zoho Desk + Jira integration - Email notifications and comments posted by administrator instead of real user

  Dear All, I set up the integration under my admin account, and now when users leave comments in Jira (to created tickets in Zoho Desk), the email notifications show that the ‘Administrator’ left a comment, not a real user. The same happens in the ticket

• Celebrating the power of visuals

  On World Photography Day, we would like to highlight the power of visuals in customer service. Visuals promote learning and understanding in less time. A photograph can rekindle a memory, convey more than words, and give a fresh perspective. How does

• Customer address in Zoho Bookings

  Hello,  Is it possible to add customer address information to the Zoho bookings appointment screen? Or have it pull that information automatically from the CRM? We are wanting to use this as a field management software but it is difficult to pull the address from multiple sources when it would be ideal to have a clickable address on the appointment screen that opens up the user's maps.  It would also be advantageous for the "list view" to show appointment times instead of just duration and booking

• Blocking / black listing customers

  Hi, We have a situation, we observed that certain customers are blocking multiple appointments with our advsiors but not showing up. Some of these are repeat offenders. This leads to those service hours getting blocked and not available for genuine customers.

• Option to block bookings from specific email address or ip adresss in zoho booking

  Sometime few of our client keep booking irrelevant booking service just to resolve their queries and they keep booking it again and again whenever they have queries. Currently its disturbing our current communication process and hierarchy which we have

• Feature Request: Email Templates for notifications accross all services

  Currently in Zoho Bookings, email notifications (such as booking confirmations, reminders, and cancellations) must be customized individually for each service. This becomes time-consuming and error-prone when managing multiple services that require consistent

• Allow customers to choose meeting venue and meeting duration on booking page

  My business primarily involves one-to-one meetings with my clients. Given the hybrid-work world we now find ourselves in, these meetings can take several forms (which I think of as the meeting "venue"): In-person Zoom Phone call I currently handle these

• Approval-based booking with Zoho Creator and Zoho Bookings

  Hi community members, We have developed a workaround for approval-based booking using Zoho Creator and Zoho Bookings! This provides a temporary solution as we work on the native feature, and it's useful for anyone needing an approval workflow when confirming

• Member Accounts in Related List

  Hi Team, Currently, when a parent account is associated with an account in FSM, there is no related list displaying the associated member accounts under the parent account’s related list section. To view member accounts, I have to manually search using

• how do i remove a specific Zoho Service from my account

  I no longer need Zoho CRM, ZRM Assist nor ZRM BugTracker. How do I remove them from the list of apps for my account?

• Next Page