Zoho Desk: 2023 Feature Release - All New Zoho Desk with accessibility controls and exciting new features and enhancements
Redefining customer service experiences
I. New Generation Zoho Desk
The Zoho Desk UI has been enhanced with a more engaging, intuitive, and user-friendly interface. The new design adheres to an advanced unified component library and follows standard design guidelines.
The fresh Zoho Desk interface brings changes that provide support to agents with a range of easy-to-use and convenient options that save time and effort while increasing productivity.
Take a look at some of the elements of our new UI:
The Agent Queue now displays the agent's name first in the queue. Agents can work on assigned tickets right from this window.
Tags can be edited and deleted from the Tag view in the left panel.
Work Modes provide an organized and clutter-free view. All work modes, including status, handshake, countdown, and priority are consolidated under the list views.
Ticket status can now be changed right from the Queue view without opening the Ticket Detail view.
Filters applied to quick search a record are now displayed as breadcrumbs to provide better context and facilitate better understanding.
Ticket Detail view now includes more functionalities:
- Tags can be added from the info panel.
- CCs can be added and edited from the info panel.
- Color distinction differentiates between public and private comments.
- Compact info bar holds more icons and displays extensions for quick access.
This is just a glimpse of some of the key changes incorporated into the new UI design.
Resources: Help documents
II. Providing inclusive experiences
We believe that software should be accessible to all. This was our goal in building an all-inclusive interface to cater to our world-wide customer base. With this in mind, we introduce:
- Accessibility controls that help users adjust, enable, or disable visual and display preferences to their liking. Users now have the option to:
- Highlight critical information, such as Ticket ID, agent name, email address, and ticket owner in striking colors for prominence and cognitive appeal.
- Underline links for quick identification.
- Emphasize areas that a user should focus on with highlights and colored outlines around the text.
- Optimize animations, motion graphics, and transitions by reducing motion or by allowing Zoho Desk to auto-adjust based on the computer settings. The screen jerks, page transitions, unwanted animations, and motions that can cause distraction and increase strain on the eyes can be mitigated substantially.
- Use a reading mask to shine a spotlight on the text as you hover over it. Blur the background for distinction, less distraction, and better comprehension.
- Adjust display and layout with page zoom and font size and type.
- Set display preferences with new themes and night/dark mode. Switch between light mode, night mode, or auto-mode based on your surroundings.
- Multilingual support for your Knowledge Base helps customers access self-service content in their preferred language. Your KB content can be translated and published in 50+ languages.
III. Introducing enhanced privacy and transparent management
Data is the backbone of a business and it requires secure handling. This year, Zoho Desk took big strides to enhance privacy and provide better data management options by introducing:
Data subject rights: In accordance with GDPR, Zoho Desk now provides a reliable and secure system to protect and process customer data. DSR protects two different rights: Right to Access and Right to Erasure. Refer to the help doc for more details.
- Right to Access: Data subjects can request a copy of their personal data. In Zoho Desk, you can register a request and send a copy of the data from one or more modules. Data will be exported, and you can send it securely from your official email account.
- Right to Erasure: Data subjects can raise a request asking the organization to delete their personal data. In Zoho Desk, you can take up this request and permanently delete the data from one or more modules.
Read receipts for emails: Emails sent from tickets will bear a green double check mark when they've been read by the recipient. This helps agents manage high-priority tasks, deadlines, follow-up conversations, and more. Check marks in different colors indicate whether CC or BCC recipients have read the email, the number of recipients that replied to the email, whether the email bounced or failed, and more. Read the help doc for more details.
Data Backup: A foolproof method for preventing data loss is to periodically back up your data. Zoho Desk now facilitates instant and scheduled backups. Data from the Tickets, Products, KB, Activities, Agents, Teams, and other modules can be backed up as and when needed. Refer to the help doc for more details.
Other new features and enhancements
Aside from these updates, we have some exciting new features:
Auto-translation of your help center
To support your multilingual knowledge base further, Zoho Desk now offers auto-translation of your KB articles to multiple languages. The article, title, tags, SEO title, meta descriptions, and meta keywords will be auto-translated using tools such as Google Translate, Unbable, or Zia, based on their configuration. Refer to the help doc for more details.
Custom actions gallery for Workflow automations
Introducing custom actions to improve workflow automations. The new set of available actions includes: Assign Ticket, Add Comment, Send Email Reply, Share Ticket, Send Cliq Notification, Reply and Notify via Instant Messaging, and more. Refer to the help doc for more details.
Idle timeout to improve agent productivity and optimize ticket assignment
Desk provides the option to set the maximum duration for which an agent can remain idle. After that time, their status will automatically change from online to offline. Increase productivity and maintain better control over ticket assignment by choosing agents based on status. Refer to the help doc for more details.
More functionalities added to Blueprints
Advanced configurations we've added to Blueprint include:
- Strict mode: Agents can be restricted from performing certain actions, like editing fields, sending replies, leaving comments, and asking for approvals during a transition. These functions will be hidden from the ticket interface.
- Dynamic transition owner: Users can assign transition owners for records as and when needed. The transition owners need not be necessarily from the same department that the record belongs to.
- Save draft: Blueprints that are in progress can be saved as drafts so you can resume work at another time.
- Additional fields provided during transition: During transition, "tags" is included as a field that can be updated by the agent. Ticket sharing is also an available action. If the agents want, they can share a ticket with team members during the transition.
- Transition draft: Save a transition until its finalized as a partial draft. During this stage, multiple transition owners can be involved in its completion. The draft will display the name of the person who drafted the transition and when it was drafted.
New set of marketplace extensions
Earlier this year, we introduced a set of new extensions aimed at enhancing Zoho Desk's performance. The new extensions are:
Zoho Campaigns integration
Experience the benefits of Campaigns within your help desk. Create mailing lists, add or remove customers from mailing lists, find out how many campaigns customers are part of, and more. Refer to the help doc for more details.
Broadcast email template
Create email templates for multiple departments at once, insert an agent's signature and default happiness rating within the template, provide profile-based access to the template, and more. Refer to the help doc for more details.
Related tickets by custom fields
Improve ticket resolutions by adding custom fields. Using these fields, agents can look up tickets with similar field values to identify similar problems, and provide quicker and more personalized solutions. Up to five custom fields can be added to a layout, and can display information such as ticket ID, ticket owner, status, and date/time created from related tickets. Refer to the help doc for more details.
That's a wrap.
We're excited to share the new version of Zoho Desk with its inclusive functionality, improved automation, comprehensive privacy options, helpful extensions, and more.
The new features are now available for all users. Give them a try and share your feedback.
Regards,
Anumita Gupta
Book the date!
We will be hosting an exclusive webinar for the 2023 Release Features on 22nd December (Thursday) at 9pm IST.
Kindly register using 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
Anumita Gupta
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
Changing Account in Quote form does not update address information.
I am trying to update the address information in a quote I've created. I corrected the address in the "Account" but that did not change in the quote. If I re-enter the Account Name in the Quote form, nothing updates. How do I fix this?Old vs New Value for Deleted Lookup Values
Suppose the following scenario, where a value in a lookup is deleted: 1. User has countries form 2. Form A has a lookup to countries form 3. User selects Italy in Form A and saves it with the Italy ID 4. Form A report shows Italy 5. Italy is inadvertentlySend mass email using my secondary email
Hello, When I send an email to just one person from Zoho CRM, a complete email editor appears, where I can choose which of my email addresses I want to use in the From field. When I send a mass email, there is not such option. I can only select the email template. When I configure an email template, I can choose who is in the From field, but I can't set it to use my secondary address. The only way to send a mass email using my secondary address that I can think of is swapping my two addresses inList of hidden features
Hi Friends, I had another support chat today and low and behold the feature that I wanted just simply needed to be "enabled". I thought I'd share, and maybe see if others had some similar experiences. 1. This one is from 5 ish years ago. I asked if thereItems Below Reorder Point Report?
Is there a way to run a report of Items that are below the Reorder Point? I don't see this as a specific report, nor can I figure out how to customize any of the other stock reports to give me this information. Please tell me I'm missing something scustomize payment page
Is there a way to customize, other than the theme colour, the payment page that customers are taken to from invoices? I can't seem to find a way. I just don't like the formatting of the current page and would like to make it look better. I've looked atZoho Books | Product updates | August 2025
Hello users, We’ve rolled out new features and enhancements in Zoho Books. From the right sidebar where you can manage all your widgets, to integrating Zoho Payments feeds in Zoho Books, explore the updates designed to enhance your bookkeeping experience.Are Environments Worth It?
In concept, Environments in ZC is a great idea. I think the flow is pretty smart when you compare it to GitHub, especially for a low code audience. However, in practice, I've found it to be unpredictable, and I've only used it a few times. Aside fromEnhanced duplicate check for Leads in CRM
Hello Everyone, We are excited to announce that you can now check for duplicate entries in leads by comparing them with similar records in the Contacts Module. Previously, when you added a lead, only the converted leads were checked for duplicates. ThisPause(1);
I'm using scheduler to invoke an interaction via http post with an external service. The schedule code uses a for-each loop that runs so fast my external application's log files get messed-up (they are named by date-time stamp). What I'm suggesting isAll new Address Field in Zoho CRM: maintain structured and accurate address inputs
The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Managing addressesIntegration Request: Elementor
Integrating Zoho CRM forms with Elementor, the most popular page builder on Wordpress, would be great. I use it for our site, goenergylink.com, and I have had to use Zapier webhooks to be able to connect it with Elementor. The one issue I have run intoAbility to Change Visibility of Published YouTube Videos
Hi Zoho Social Team, How are you? We would like to request an enhancement in Zoho Social regarding the management of already published youtube videos. Currently, after publishing a youtube video through Zoho Social, there is no option to change its visibilityPublished Course Not Reflecting In Hub
Hi! I am trying to create micro-learning courses for our team to be available for self-guided learning. I have published the courses with enrollment settings open to all users of the hub, but they don't appear to be available for enrollment. Am I missingAdding anchor links in Zoho CRM email templates
I know you can add anchor link in Campaigns, but I dont see the option to that in the CRM email template. Am I missing something?Support “Never End” Option for Recurring Meetings in Zoho Meeting
Hello Zoho Meeting Team, Hope you are doing well. We would like to request support for creating recurring meetings with no end date in Zoho Meeting. Currently, when scheduling a recurring meeting, Zoho Meeting requires us to select a specific end date.openUrl in blueprints
My customer wants to open a URL at the end of a blueprint transition. Seems this isn't possible right now but it would be very useful. In this thread, https://help.zoho.com/portal/en/community/topic/openurl-not-working the Zoho agent said that it's logicallyIs it possible to pull the Zoho desk data into Zoho analytics in real time
Hi - I am looking to add more dashboards and reports of Zoho Desk in analytics. I see there is a schedule to pull the data into analytics, but I'm wondering if there is an option to pull the data in real time instead of a specific interval?Item Details Field - New Barcode / Document option?
Is this a new feature??? its in both books and inventory.CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive
Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage filesIntroducing 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 mainAbility to Add YouTube Video to Playlist During Publishing
Hi Zoho Social Team, How are you? While publishing YouTube videos through Zoho Social, we noticed that the platform currently does not allow selecting a playlist at the time of publishing. Instead, we can only add the video to a playlist after it hasNouveauté dans Zoho Writer - Création de documents et de modèles assistée par l'IA
Zia, l’assistant IA de Zoho Writer, soutient les utilisateurs dans l’amélioration de leur écriture et la création de contenus : correction orthographique et grammaticale en temps réel, suggestions adaptées au contexte, détection du plagiat, révisionsCanvas View in Zoho Recruit
Is it possible or would it be possible to have the new 'Canvas View' in Zoho Recruit?Sharing Form Ownership Among Multiple Users
I would really like the ability to share form ownership among multiple users. It's frustrating to me that if a co-worker wants to make an edit to a form, I have to transfer ownership to them. It would be great if forms could act like google forms, where multiple people can edit a form and view responses.How to go to the next open ticket in the queue when agents closes ticket
Zoho Desk When agent closes a ticket - eg when they choose 'Send and Close" - where is the setting that automatically redirects them to the next open ticket in the queue?How to Automate Email Sequence
I'm having trouble trying to set up a workflow to automate an email sequence. Once a group of emails in a Task has been tagged by a certain tag, I want an instant email template to be sent. After 7 days with no response, another email template would beMarketer’s Space - Ace Your Spooky-Season Marketing with Pre-designed Templates in Zoho Campaigns
Hello marketers, Welcome back to another post in Marketer’s Space! We’re in Q4, which means that you have endless opportunities to connect with your audience, starting with Halloween campaigns! In this post, we’ll show you how to design the perfect HalloweenTurning off the new UI
Tried the new 'enhanced' UI and actively dislike it. Anyone know how to revert back?Zia expands to China with native features and DeepSeek-powered generative AI features
Hello everyone, We are glad to support Zia native features and Zia generative AI features for our customers in China. From hereon, all AI-features in Desk will be accessible in China data center with the integration of DeepSeek generative AI model. DeepSeekEmail in each module
We have a contact ,module which then has a link to customer assets which in turn the asset has a multiple link to service visits. When we link assets to customers we choose by name and it brings over the associate email via the lookup. Great feature.Create custom rollup summary fields in Zoho CRM
Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions wereGlobal Search placement in the new UI
Having a hard time with the global search placement in the UI redesign. Surely I can't be the only one. Previously global search placement was perfect. A bar at the top/center of the page. Exactly where you would expect it to be. Since the new UI hasIntroducing Skill-Based Ticket Assignment
The goal of every support team is to provide great support, and to do so as fast as they can. To make this possible, it is important that agents spend their time judiciously, especially when they're dealing with a large number of tickets of varying urgencyEmpowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM
Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individualsKaizen #213 - Workflow APIs - Part 1
Welcome to another week of Kaizen! If you have ever managed complex business processes, you know that Workflows are the quiet backbone of any well-run business process. They keep things moving; assigning owners, sending alerts, keeping deals on track,Browser and address bar hide
Hi, How i can do hide the address bar with browser headline when i am working on the sheet, because i am using (freeze panes) which i want visible for full work. For your reference here i am attached the screen shot and marked yellow lines which reallyCells Border
Hi I am using Zoho Sheet on S Tab , is there any option to make all border of any cell at once. I think this is very basic which we are missing. This is available in mobile but not in tab or suggest if i am missing this function. And for Tab can you giveCredit Management: #2 Configuring Right Payment Terms for Credit Control
Think about the last time you ordered something online and saw that little note at the checkout, "Pay on Delivery" or "Pay later". It's simple, but it actually sets the tone. As a business owner, you know exactly when payment is expected. Now, imagineZobot and Sales IQ
What will happen to the Zoho Sales IQ being integrated to the website after creating the Zobot on the website tooNext Page