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

    • Personal Data (RODO), Cookies / Trackers - ePrivacy

      I have noticed several issues that should be addressed on the customer support page. Zoho Desk provides the support portal, but it currently lacks the following options: A GDPR and personal data processing consent checkbox before logging in, located in

    • How to set a multi-lookup field as mandatory?

    • Allow Multiple Scheduled Appointments with Zoho Support

      Dear Zoho Team, I hope you're doing well. First, thank you for introducing the option to schedule support calls via the Zoho CRM booking link. This has been a fantastic enhancement, eliminating the need for back-and-forth coordination when scheduling

    • Audit Log for Zoho One Admin Panel

      Dear Zoho One Team, We would like to request the addition of an Audit Log feature in the Zoho One Admin Panel. This log should provide visibility into any changes made within the Zoho One admin panel and directory, including but not limited to: Adding,

    • Personalize your booking pages with Custom CSS

      Greetings from the Zoho Bookings team! We’re introducing Custom CSS for Zoho Bookings, designed to give you complete control over the look and feel of your booking pages. With this new feature, you can upload your own CSS file to customize colors, fonts,

    • Bug: OAuth 2.0 State Parameter fails with Pipe Delimiters (RFC 6749 Non-Compliance)

      I've discovered a bug in how Zoho's API Console handles the OAuth 2.0 authorization flow when the state parameter contains pipe characters (|), and I'm hoping the Zoho team can address this in a future update. The Issue Zoho's OAuth 2.0 implementation

    • Custom Function to increment a value by one

      Hi, I'm trying to find a solution to set up a counter on CRM records that tracks how many times certain actions have taken place. As a specific example: We have a field on Deals called "Times Close Updated". This starts at 0 on record creation. I'd like

    • 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

    • Access token generate from the refresh token not working for API

      Dear Sir/Madam, When I use my refresh token to obtain new access_token, that token return INVALID_TOKEN when the same API is called. I made sure that my api site is correct and match the auth web site. However the original access_token work fine.

    • why does my campaign move back to draft?

      Every time I try to send my email campaign, it reverts back to Draft status.. this has happened three times in a row..how do i find out what the problem is? Thanks

    • Service and Parts Line Item Limitations

      Hi FSM Team, We work with clients who deliver large-scale field service projects. In many cases, a single work order can contain 200+ service and parts line items. Currently, Zoho FSM limits work orders to 30 service and parts line items. While this works

    • 【Zoho CRM】やりとりの要約機能リリースのお知らせ

      ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、新機能のやりとり要約機能をご紹介します。 Zoho CRMのやりとりの要約は、Ziaが生成する機能で、データに関連付けられた最近のやりとりを簡潔にまとめて提供します。 メール、通話、ミーティング、メモなどを1つの明確な要約にまとめ、重要なポイント、過去の話し合いの要点、結果、次のステップを表示することで、日常的な課題に対処します。 Ziaの強みは、単なる要約にとどまらず、内容の解釈も行える点です。やりとりの要約では、顧客との会話に潜む遅延、フォローアップ漏れ、約束、期限、感情、意図を特定します。

    • Recent post analytics not very useful

      Hi, I'm enjoying some aspects of the Zoho Social. like being able to schedule posts to multiple channels. However, the recent posts analytics is disappointing. For example, I put up a reel on Instagram and Facebook yesterday. Instagram insights shows

    • Zoho Commerce and Third-party shipping (MachShip) API integration

      We are implementing a third-party shipping (MachShip) API integration for our Zoho Commerce store and have made significant progress. However, we need guidance on a specific technical challenge. Current Challenge: We need to get the customer input to

    • What happens to the files created by user, whose account is deleted.

      Hello, I created a folder in the My folders names "Quote" I shared the same with my colleague. She created some files and folders in that folder over the period of 1 and half year. Now she left company, and I deleted her account from Zoho. What happens

    • Internal Error When Accessing Team Inbox.

      All our users are seeing this error in teaminbox. Because its a critical tool kindly resolve this issue ASAP.

    • Sharing URLs and direct access

      Hello, I am storing my team's email signature images on Workdrive. I am creating a public image download share and adding “?directDownload=true” so that the image can be accessed without the Workdrive interface. A few questions: 1) Can we generate friendly

    • Zoho Mail Android app update: Calendar enhancements

      Hello everyone! In the most recent version of the Zoho Mail Android app update, we have introduced various new enhancements for the calendar module. Let's explore what's new. Drag and drop events to update the date and time We have enhanced the calendar

    • Enhance Delay Configuration in Zoho Flow

      Dear Zoho Flow Support Team, We are writing to request an improvement to the delay configuration process within Zoho Flow. Currently, users are required to manually enter the exact delay duration (e.g., "2 days") in the delay block. This can be time-consuming

    • Contratação ProdutivosX

      Bem-vindo(a) ao processo de contratação da ProdutivosX. Este formulário tem como objetivo coletar informações essenciais para análise de perfil profissional, alinhamento de competências e possível integração ao equipamento ProdutivosX. A ProdutivosX é

    • Zoho Books - How to Invoke a Custom Function in Schedulers

      We have multiple schedulers that send emails to customers in batches. Currently, we are maintaining the same code across several schedulers. Is it possible to use a custom function inside a scheduler script? If yes, how can we invoke the custom function

    • Enhance Sign CRM integration

      Hello all, I'm working on a custom Deluge script to enhance the integration between Zoho CRM and Sign by using a writer merge template for additional flexibility. I want to replicate the post-sign document integration that exists between CRM and Sign

    • Unified WhatsApp Number Management in Zoho Desk and SalesIQ

      Dear Zoho Desk Support Team, We are currently utilizing both Zoho Desk and Zoho SalesIQ for our customer support operations. While both platforms offer WhatsApp integration, we are facing challenges due to the requirement of separate WhatsApp numbers

    • Problem using Zoho Desk API

      Goodmorning, I am trying to use the Zoho Desk API to create a dashboard in Grafana, but I am having a problem. Following the instructions in the API documentation, I created the API Console application (server-based application). Then I created the string

    • Email Field Validation Incorrectly Rejects RFC-Compliant Addresses (Forward Slashes)

      I've encountered a validation issue with Zoho Creator's Email field that rejects RFC-compliant email addresses containing forward slashes, and I'm hoping the Zoho team can address this in a future update. The Issue When entering an email address containing

    • Customer ticket creation via Microsoft Teams

      Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app within

    • Plug Sample #15 - Enable Human-Like, Contextual Interactions in SalesIQ with Zia Agents

      Zia Agents are conversational AI assistants designed to understand user intent and respond intelligently, helping businesses automate conversations and offer personalized support at scale. While Zia Agents are yet to be publicly released, access is currently

    • Best way to schedule bill payments to vendors

      I've integrated Forte so that I can convert POs to bills and make payments to my vendors all through Books. Is there a way to schedule the bill payments as some of my vendors are net 30, net 60 and even net 90 days. If I can't get this to work, I'll have

    • Seamless Round-Trip Navigation for Related Blocks (Detail View)

      As highlighted previously in this post (and here, here, here, and here), we still lack a fundamental capability for seamless navigation in Related Blocks. The popup that appears when adding a related record doesn't exist for viewing/editing existing records,

    • Social Profile Logo Format

      Hello, I'm using Zoho Sites and am attempting to add a couple of social media accounts to my profile that aren't included in the default platforms that are available. What format is the logo required to be in? I have tried .png and .jpg with no success.

    • How to create Sepa Direct Debit XML file: solution and code

      Even though Books provides a payment integration for Stripe and Gocardless (in Europe) there are customers that want to use the Sepa services of their own bank. Mainly because Stripe and Gocardless are quite expensive. In that case they would need a Sepa

    • Traditional Spreadsheet vs Zoho Tables

      Hello everyone, This article explains the differences between Spreadsheet applications and no-code databases, such as Zoho Tables. While both tools belong to the "grid" family, the core difference lies in their purpose. A spreadsheet (such as Zoho Sheet,

    • RFQ MODEL

      A Request for quotation model is used for Purchase Inquiries to multiple vendors. The Item is Created and then selected to send it to various vendors , once the Prices are received , a comparative chart is made for the user. this will help Zoho books

    • Delegate Access - Mobile iOS/iPad

      We’re over the moon that delegate access is now available in Zoho Mail as we were nearly ready to switch platforms because of it! Is there a timeline on when delegate mailboxes will be accessible from the iOS and iPad OS applications? Thanks, Jake

    • Request For Quotation (RFQ) module

      Hello, Do you have any plans to implement a RFQ module in to ZOHO Inventory? I would like to chose items that I require a price for, select a number of different suppliers to e-mail and have them submit there pricing online. I would then like to see a

    • Support for Developing Zoho Recruit Extensions via Zoho Sigma

      Hi, I’m interested in building an extension for Zoho Recruit using Zoho Sigma. However, when I navigate to Sigma and attempt to create a new extension (via the "New Extension" option), Zoho Recruit does not appear as a listed service—only options like

    • FOLDER DISAPPEARED

      Hello Zoho Community. I recently found a problem with no explanation: a folder in Zoho Analytics just disappeared, but the tables and SQL sentences still existed, the folder was not deleted. The solution for me in this case was to create a new folder,

    • How to create estimates/Invoices with sub-totals

      Every other accounting package can create estimates and invoices with Sub-totals. How can I do that in ZohoBooks?

    • Deluge scripts

      Why is there not a search function to make it easier to find the script of interest when modifications are required.

    • Social media simplified with Zoho Social: Why should brands have a Threads profile?

      Just over a year ago, Instagram launched Threads, the all new social media app primarily focusing on sharing text online. It was welcomed by people worldwide with more than 10 million users in just seven hours, and it currently has over 175 million active

    • Next Page