Enhancements in Web Accessibility Control

Two important enhancements that were made under Accessibility controls were:

• Introducing Increased contrast for optimal visual clarity

Accessibility control provides an array of options to tweak the visual and content elements of the interface to suit ones preference. In addition to the plethora of options, we have now included an additional parameter that helps users who have visual sensitivity and find it difficult to read texts on the web due to minimal color contrast between the background color and the text color.

Increased contrast helps optimize screen brightness by making the dark areas darker, thereby increasing the difference between the dark and light shades. This helps users focus on the texts easily, also the lines, buttons, scroll bar and other UI elements more defined. Help Doc

• Simplified and easier navigation with the accessibility icon

The Accessibility Control icon is provided at the bottom bar for easier navigation to different visual and content control options for an optimized browsing experience. With just a click on the icon users will be easily directed to the control panel where they can set their preferences. Help Doc

Agent Queue supported in Express edition

Until now agent queue was supported from Standard edition, we have now extended the availability to Express edition as well.

Introducing Zia powered by ChatGPT (Early access)

Integration of Zia and with Open AI brings a multitude of options to maximize teams' potential and provide customers with more relevant, convenient, and personalized experiences. With Zia and ChatGPT working in tandem you can:

• Expedite ticket resolution: Zia can accurately summarize long incoming messages which allow agents to glance through quickly and understand the context of a ticket facilitating faster response.

• Mood and tone analysis: Agents can prioritize and empathize with customers as Zia cites the sentiment and mood of a ticket.

• Fetch contextual information from KB: Knowledge base is a storehouse of information. Zia's reply assistance helps retrieve details from the knowledge base that pulls together relevant replies to the tickets.

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Zoho Desk's partnership with MS 365 Copilot

With this collaboration we aim to create efficient work experience for the customer service teams and offer enhanced service experiences for the customers. Some of the key features include:  

• Search Ticket, Accounts & Contacts: Agents can easily search for specific tickets, customer accounts, and contacts within the M365 Platform.  

• Create Ticket: The generative LLM technology assists in generating content for creating new support tickets, making the process more efficient and accurate.

• Module-level Actions: The integration supports various actions at the module level.

• Tickets - Agents can perform actions such as sending a reply, adding comments, assigning an owner, updating the status, and creating new tickets.

• Contacts - Agents can view contact details and add comments.

• Accounts - Agents can view account information, add comments, and add new contacts.

PS: This collaboration is supported from MS 365 and is yet to be released. Hence, these features will not be available in your Zoho Desk accounts right now. We will keep you posted when it is available.

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Hope you find this useful.