Zia now integrated with Open AI in Zoho Desk
The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.
Zia now works in Tandem with ChatGPT and is available as an early access feature under Zia Settings.
Here are some of the key aspects of the Zia powered by ChatGPT feature in Desk.
Improved Resolution Time:
Resolution Time(RT) is a crucial factor in closing incoming service tickets - faster the RT, the better. To facilitate quick responses, Zia will empower users understand and assimilate long incoming tickets by converting them into accurate summarised versions. This will help save time and expedite responses, so customers that customers can receive prompt responses and also improve happiness ratings.
Tone of an incoming ticket detected:
In customer service, there is no single right way for agents to respond to incoming tickets. Everyday, agents deal with customers experiencing a wide range of emotions. Zia will be able to recognize the tone of incoming tickets. This can help service teams respond with empathy and be proactive in understanding the needs of customers better.
Retrieve contextual information from your Knowledge Base:
Knowledge Base in Zoho Desk is a highly resourceful place for customers and service agents to gain access to articles and help documents. Since KB already contains a huge amount of information that can be helpful for customers looking for answers, Zia will fetch those articles from KB, consolidate them into relevant messages and present them as replies.
To request early access to this feature, please join the waitlist by clicking the link below:
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Chinmayee Mishra
Ted
Ash | Zoho Desk
murat.yaman
Karthee Vidya
Sticky Posts
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few toolsApple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Manage control over Microsoft Office 365 integrations with profile-based sync permissions
Greetings all, Previously, all users in Zoho CRM had access to enable Microsoft integrations (Calendar, Contacts, and Tasks) in their accounts, regardless of their profile type. Users with an administrator profile can now manage profile-based permissionsZoho Desk KB article embedded on another site.
We embed KB articles from Zoho Desk on another site (our application). When opening the article in a new tab, there is no issue, but if we choose lightbox, we are getting an error "To protect your security, help.ourdomain.com will not allow Firefox toHow to Track and Manage Schedule Changes in Zoho Projects
Keeping projects on track requires meticulous planning. However, unforeseen circumstances can cause changes to schedules, leading to delays. It becomes important to capture the reason for such changes to avoid them in the future. Zoho Projects acknowledgesIs there a notification API when a new note is addeding
Trying to push to Cliq, or email notification when there's a new note added in module. How to implement this?Zoho Sheet - Desktop App or Offline
Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.Collaborate Feature doesn't work
Hello Team. It seems that the collaborate section is broken? I can post something but it all appears in "Discussions". In there is no way how I would mark something as Draft, Approval, post or any of the other filter categories? Also if I draft a postEdit Permission during and after approval?
When a record is sent for approval Can a user request for edit permission from the approver? We don't want to give edit permissions for all the records under approval Only on a case-by-case basis How can we achieve this?Zoho web and mobile application not workingn
Both zoho forms web and mobile application aren't working. I have checked my network connections and they are fine.Introducing the revamped What's New page
Hello everyone! We're happy to announce that Zoho Campaigns' What's New page has undergone a complete revamp. We've bid the old page adieu after a long time and have introduced a new, sleeker-looking page. Without further ado, let's dive into the mainPrevent stripping of custom CSS when creating an email template?
Anyone have a workaround for this? Zoho really needs to hire new designers - templates are terrible. A custom template has been created, but every time we try to use it, it strips out all the CSS from the head. IE, we'll define the styles right in the <head> (simple example below) and everything gets stripped (initially, it saves fine, but when you browse away and come back to the template, all the custom css is removed). <style type="text/css"> .footerContent a{display:block !important;} </style>Bulk Moving Images into Folders in the Library
I can't seem to select multiple images to move into a folder in order to clean up my image library and organize it. Instead, I have to move each individual image into the folder and sometimes it takes MULTIPLE tries to get it to go in there. Am I missingZoho Campaigns - Why do contacts have owners?
When searching for contacts in Zoho Campaigns I am sometimes caught out when I don't select the filter option "Inactive users". So it appears that I have some contacts missing, until I realise that I need to select that option. Campaigns Support haveLatest updates in Zoho Meeting | Breakout rooms and End to end encryption
Hello everyone, We’re excited to share a few updates for Zoho Meeting. Here's what we've been working on lately: Introducing Breakout Rooms for enhanced collaboration in your online meetings and End-to-end encryption to ensure that the data is encryptedSystematic SPF alignment issues with Zoho subdomains
Analysis Period: August 19 - September 1, 2025 PROBLEM SUMMARY Multiple Zoho services are causing systematic SPF authentication failures in DMARC reports from major email providers (Google, Microsoft, Zoho). While emails are successfully delivered dueAccidentally deleted a meeting recording -- can it be recovered?
Hi, I accidentally deleted the recording for a meeting I had today. Is there a way I can recover it?To Zoho customers and partners: how do you use Linked Workspaces?
Hello, I'm exploring how we can set up and use Linked Workspaces and would like to hear from customers and partners about your use cases and experience with them. I have a Zoho ticket open, because my workspace creation fails. In the meantime, how isUpcoming Changes to the Timesheet Module
The Timesheet module will undergo a significant change in the upcoming weeks. To start with, we will be renaming Timesheet module to Time Logs. This update will go live early next week. Significance of this change This change will facilitate our nextHow to access email templates using Desk API?
Trying to send an email to the customer associated to the ticket for an after hours notification and can't find the API endpoint to grab the email template. Found an example stating it should be: "https://desk.zoho.com/api/v1/emailtemplates/" + templateID;Attachment is not included in e-mails sent through Wordpress
I have a Wordpress site with Zeptomail Wordpress plugin installed and configured. E-mails are sent ok through Zeptomail but without the included attachment (.pdf file) Zeptomail is used to send tickets to customers through Zeptomail. E-Mails are generatedHow to render either thumbnail_url or preview_url or preview_data_url
I get 401 Unauthorised when using these urls in the <img> tag src attribute. Guide me on how to use them!Update Portal User Name using Deluge?
Hey everyone. I have a basic intake form that gathers some general information. Our team then has a consultation with the person. If the person wants to move forward, the team pushes a CRM button that adds the user to a creator portal. That process isZoho Bookings No Sync with Outlook
Zoho Bookings appointments are showing on my Outlook Calendar but Outlook events are not showing on Zoho Bookings. How do I fix this?Unable to retrieve Contact_Name field contents using Web API in javascript function
Hello, I've added a field in the Purchase Order form to select and associate a Sales Order (Orden_de_venta, lookup field). I've also created a client script to complete some fields from the Sales Order (and the Quote), when the user specifies the relatedUpdating Woocommerce Variation Products Prices Via Zoho CRM
I can update product prices with this flow: But I can't update variant products. I got a code from Zoho for this, but I couldn't get it to work. It needs to find the product in the CRM from the SKU field and update the variation with the price there.Placing a condition before converting the LEAD
Hi, I need some assistance with Lead conversion. I need to place certain conditions before allowing the user to convert the lead. For example: up until the certain status's doesn't equal "green" don't allow to convert lead. I tried creating this usingEmails Disappearing From Inbox
I am experiencing the unnerving problem of having some of the messages in my inbox just disappear. It seems to happen to messages that have been in there for longer than a certain amount of time (not sure how long exactly). They are usually messages that I have flagged and know I need to act on, but have not gotten around to doing so yet. I leave them in my inbox so I will see them and be reminded that I still need to do something about them, but at least twice now I have opened my inbox and foundPower of Automation :: Automatic removal of project users once the project status is changed.
A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate complex tasks andCustomizing Form Questions per Recipient Group in Zoho Campaigns/Forms
Hello everyone, I would like to ask if it’s possible in Zoho Campaigns or Zoho Forms to send out a campaign where the form questions can be customized based on the group of recipients. Use case example: I have prepared 20 questionnaire questions. ForZoho Books - France
L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilitéEvery time an event is updated, all participants receive an update email. How can I deactivate this?
Every time an event is updated in Zoho CRM (e.g. change description, link to Lead) every participant of this meeting gets an update email. Another customer noticed this problem years ago in the Japanese community: https://help.zoho.com/portal/ja/community/topic/any-time-an-event-is-updated-on-zohocrm-calendar-it-sends-multiple-invites-to-the-participants-how-do-i-stop-that-from-happeningForms - Notification When Response Submitted
How do I set it up to generate an email notification when a response (class request) is submitted?how to use validation rules in subform
Is it possible to use validation rules for subforms? I tried the following code: entityMap = crmAPIRequest.toMap().get("record"); sum = 0; direct_billing = entityMap.get("direct_billing_details"); response = Map(); for each i in direct_billing { if(i.get("type")Notes Issues
Been having issues with Notes in the CRM. Yesterday it wasn't showing the notes, but it got resolved after a few minutes., Now I have been having a hard time saving notes the whole day. Notes can't be saved by the save button. it's grayed out or not grayedHow to disable user entry on Answer Bot in Zobot
Hi, I have an Answer Bot in my Zobot, here is the configuration: I only want the user to choose 1 of the 4 the options I have provided: When no answer found, user chooses 'I'll rephrase the question' or 'Ask a different question When answer is found,More admin control over user profiles
It's important for our company, and I'm sure many others, to keep our users inline with our branding and professional appearance. It would be useful for administrators to have more control over profile aspects such as: Profile image User names Email signaturesPlease Make Zoho CRM Cadences Flexible: Allow Inserting and Reordering Follow-Up Steps
Sales processes are not static. We test, learn, and adapt as customers respond differently than expected. Right now, Zoho Cadences do not support inserting a new step between existing follow-ups or changing the type of an existing primary step. If I realizeChanging the Default Search Criteria for Finding Duplicates
Hey everyone, is it possible to adjust the default search criteria for finding and merging duplicate records? Right now, CRM uses some (in my opinion nonsensical) fields as search criteria for duplicate records which do nothing except dilute the results.Cant update image field after uploading image to ZFS
Hello i recently made an application in zoho creator for customer service where customers could upload their complaints every field has been mapped from creator into crm and works fine except for the image upload field i have tried every method to makeClear Tag & Linking Between Quotes and Sales Orders
Hi Zoho Team, In Zoho Books, when a quote is converted into a sales order, it would be extremely useful to have: A clear tag/indicator on the quote showing that it has been converted into a sales order. A direct link in the sales order back to the originatingZoho CRM Inventroy Management
What’s the difference between Zoho CRM’s inventory management features and Zoho Inventory? When is it better to use each one?Next Page