Hello Enterprise Community,

We’re thrilled to share some exciting updates with you! Earlier this year, in February 2024, we introduced a range of powerful features, from process orchestration to enhanced ticket management and self-service options. You can revisit the details in our February 2024 release announcement.

Now, we’re back with another round of fresh updates and new features for August 2024 that will take your customer service operations to the next level!

To dive deeper into these exciting new features, we’re hosting a webinar where we’ll discuss everything in detail. You’ll find the registration links at the end of this post—don’t miss it!

Let’s explore the latest updates, categorized for your convenience:

- Pinned Comments and Threads: Easily access key information by pinning important comments or threads within a ticket. Whether it’s a critical customer comment or an essential thread, pinning ensures it stays front and center, helping agents maintain context throughout the ticket’s lifecycle.

  - Availability: Express and above  

  - Learn more

- Automatic Ticket Status Updates: Save time by automatically updating a ticket’s status when sending a reply. Whether awaiting customer information or moving the ticket to the next stage, this feature keeps everything on track.

  - Learn more

- Follow and Unfollow Knowledge Base Articles: Customers can now follow specific KB categories, sections, or articles to receive real-time updates. Perfect for staying informed on topics like billing, payments, and more.

  - Learn more

- Enhanced Article Navigation: With new accordion and tab options in the KB editor, your content is now more readable and easier to navigate. This is ideal for complex guides, making it simple for users to find the information they need.

  - Availability: Express and above  

  - Learn more

- Scheduled Backups: Admins can now schedule regular backups to safeguard data. Whether weekly or monthly, these backups ensure that critical data can be quickly restored, maintaining business continuity.

  - Availability: Express and above  

  - Learn more

We’ve only scratched the surface—there’s a lot more to explore! Stay tuned for detailed updates on additional features being released. We’ll be sharing more information in the coming weeks.

Register for our upcoming webinars to get a comprehensive overview of the August 2024 release:

- What’s New in Zoho Desk: August 2024 Release Overview

  September 17, 2024, at 3:30 PM IST - Register

- What’s New in Zoho Desk: August 2024 Release Overview

  September 17, 2024, at 10:30 PM IST - Register

Please do not hesitate to reach out to us if you have any questions or clarifications regarding any of the listed features. Thank you!