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
How to overcome Zoho Deluge's time limit?
I have built a function according to the following scheme: pages = {1,2,3,4,5,6,7,8,9,10}; for each page in pages { entriesPerPage = zoho.crm.getRecords("Accounts",page,200); for each entry in entriesPerPage { … } } Unfortunately, we have too many entriesAdd Webhook Response Module to Zoho Flow
Hi Zoho Flow Team, We’d like to request a Webhook Response capability for Zoho Flow that can return a dynamic, computed reply to the original webhook caller after / during the flow runs. What exists today Zoho Flow’s webhook trigger can send custom acknowledgementsBidirectional sync between Zoho Bookings and Zoho CRM - Part 1
Hey, community members! The default integration between Zoho CRM and Zoho Bookings is unidirectional, which means that any appointments booked, rescheduled, or deleted in Zoho Bookings will be reflected in Zoho CRM. However, any modifications made toIs it possible to edit placeholder text?
In the master slides I want to make sure my templates have more meaning for the users and want to replace the standard placeholder text with something more instructional. Instead of "Click to edit Mast subtitle styles" I want to have "Click to enter reportingDelay function execute
I've got a workflow which uses a webhook to send information to Flow, which in return updates a record in Creator. Problem is, by the time this has executed, the rest of my script has run and can't find the (yet to be) updated info in the record. Is thereHow to allow download of a file AFTER information is collected?
I can't find this anywhere. Can someone help with what seems to be a pretty basic web function today? - File is stored in Workdrive - Prospect goes to a URL where the file is located - System requests prospect to enter "Name" and "Email" - An email isAdd Baseline methods to API
There are no API methods for creating or querying baselines, Use case: Customer is notified of the current project start date according to plan via another product/integration. We would like to auto create a baseline (Automated via API) at the pointBulk Fill In & Edit PO/Bill/SO/Invoice
Hello, I am adding stock in bulk on a PO, the system is automatically populating the Rate (price) and Tax from the item data. Problem is that the bill rate is different from the rate on the item data, so I have to manually erase each and enter the price.Fixed Assets beg balance
Hello, I trust you are well I'm a new zoho books user and I find it difficult to plug in the fixed assets balance and here's what I have done: 1- I imported the fixed assets data into the fixed assets module as per the instructions 2- the import processSyncing with Google calendar, Tasks and Events
Is it possible to sync Zoho CRM calendar, task and events with Google Calendar's tasks and events. With the increasing adoption by many major tool suppliers to sync seamlessly with Google's offerings (for instance I use the excellent Any.do task planningCRM Deluge how can link attach file with workdrive file.
Hi, We have create file at workdrive and would like to link to attachment at crm module by deluge. Right now can only upload it to attachment but can not link the file from workdrive. Thank youFeature announcement: AI-powered document generator in Zoho Sign
Hi there! We recently announced manual document creation by offering an editor within Zoho Sign. Today, we are excited to announce AI-powered document generation to help you draft agreements, purchase orders, and other important business documents inPermanently deleted files
Is there a way to get back permanently deleted files from your account if they were accidentally deleted and no longer recoverable from the recycling bin? I know I am probably screwed but I just figured I would ask.Shared Mailbox in iOS app
Hi, On the desktop I am using a Shared mailbox for our company's general mailbox that somebody else should be able to view. In the iOS app however I can't find it? Old sources on the internet says this isn't possible but that can't be right? SomebodyTip #41- Simplify Compliance and Efficiency with Zoho Assist’s Data Cleanup Feature- 'Insider Insights'
Managing device data efficiently is just as important as securing remote access. With Zoho Assist’s Data Cleanup feature, admins can easily remove outdated or unnecessary device records, keeping the console organized and secure. This action is carriedRevenue Management: #6 Revenue Recognition in Professional Services Industry
If you run a consulting firm, agency, or any service-based business, you have a situation where you have signed the contract, maybe even sent the invoice, and have received some initial payments. So, can you consider this as revenue? What if the projectZoho fsm scheduled maintenance dispatch
Hi, I'm reaching out regarding an issue I'm encountering with the Scheduled Maintenance feature in Zoho FSM. I’m trying to configure it so that it automatically dispatches all maintenance jobs scheduled within the next 150 days, starting from today. However,Template modifiactions
Hello, I am struggling with the templates in ZOHO Books. Especially with the placement of some items, like company address, ship to, bill to etc. For example: One item I like from template X (placement of ship to and bill to next to each other in thezoho.inventory.getRecords returns no records
I running a custom function (Deluge) in Zoho Flow with a connection to Zoho Inventory. To debug the problem, I created the test function below. It returns "Number of contacts fetched: 0". This confirms that there's no issue with the org ID or connectionZoho Campaigns Event timestamps do not propagate to Zoho CRM
We have integrated Zoho CRM and Zoho Campaigns. But when looking at Contact records, the Campaign event data is missing the actual timestamps: especially when a particular email was sent. They're not in the Campaigns related list, and the cannot be foundFeature announcement - Simplifying document creation with Zoho Sign
Hi there, We are pleased to announce the release of our document creation feature, enabling you to create, edit, and finalize documents like agreements, purchase orders, and contracts without relying on external tools or applications. <br> ThisIntegrating File Attachments in Zoho Flow Email Notifications
Hi, I would like to be able to send an email once an entry is made in a form, and in this email, I would like to attach a file that has been added to the form using the ImageUpload (or FileUpload) widget. So, I started by creating a flow that will triggerZoho Mail SMTP IP addresses
We are using Zoho Mail and needs to whitelist IP for some redirections from your service to another e-mails. You can provide IP address list for Zohomail SMTP servers?Zoho project purchases
Hi Folks, I think having a purchase module in projects will help in putting together a project p and L. Project wise purchases and expenses. Do let me know your thoughts.Create Tasklist with Tasklist Template using API v3
In the old API, we could mention the parameter 'task_template_id' when creating a tasklist via API to apply a tasklist template: https://www.zoho.com/projects/help/rest-api/tasklists-api.html#create-tasklist In API v3 there does not seem to be a way toHow can I restore all the deleted Time entries of a Task in Zoho Projects
How can I restore all the deleted Time entries of a Task in Zoho Projects? Query: In Zoho Projects, I cloned a task and deleted the time entries from the cloned task. However, this also deleted the time entries from the original task. How can I restoreIs there a way to make an account inactive in ZoHo Desk
We have a few Clients "Accounts" that we no longer do business with. It would be beneficial for them to not show up in lists. However, we want to go back and view tickets, time, etc.How to set the value of the Phone field importing contacts in Zoho Desk
Hi everyone, i'm new in Zoho Desk, we're setting up the environment and i'm importing contacts from another CRM using a file CSV and i'm getting a problem with phone numbers (italian): the leading zero is cut away, also if the value is inside double quotes.Set Custom Icon for Custom Modules in new Zoho CRM UI
Deprecation Notice: OpenAI Assistants API will be shut down on August 26, 2026
I recieved this email from openAI what does it means for us that are using the integration and what should we do? Earlier this year, we shared our plan to deprecate the Assistants API once the Responses API reached feature parity. With the launch of Conversations,How to center a field inside a section?
I’ve been trying to center a field inside a section in Zoho Canvas. When I align it visually, it looks centered in the editor, but after clicking Save, the field appears misaligned on the actual canvas. I also tried setting the field to full width, butKaizen #192 - Implementing Custom Token Persistence in Python SDK
Welcome back to another week of Kaizen! Last week, we discussed how to implement Login with Zoho using OAuth 2.0 and saw how to bring it to life in a real-world application with the Zoho CRM Python SDK. We also discussed how Zylker Academy built a customShowing the map along with mileage expense
When you use the GPS to track mileage, it shows you the map of the actual path travelled. It would be very useful and practical to save that map with the mileage expense, so that when the report is created, it provides a map of each mileage expense associatedEnable Validation Rule for Multi-Select Picklist Field
Zoho, Please allow validation rules for multi-select fields.File Upload field not showing in workflow
Hi, I have added a field on Zoho CRM. I want to use it in a workflow where that particular field is updated based on another field, however it is not showing up in the field list to select it in the workflow. Why is this please?CRM Custom function updating a module record shows the Super Admin user as the record modifier
Dear Zoho CRM Team, Is there any way to update this so that when a custom function has updated a record the Super Admin user doesn't become the modifier? This happens on the record as a modifier and shows up in the audit logs. It would be more usefulBest practice importing items and matching assemblies
Hi, I was wondering what would be the best practice to import items and composite items (assemblies) From my backup, what should I import first? The items or the composite items? I am on Zoho one, using inventory and books. Kind regards, SabineBest way to fetch employee names from Zoho People into Zoho Creator Inventory Stock Form field Employee Name Lookup
Hi Team, I have a requirement in my Zoho Creator application (Inventory Stock Adjustment) where I need to fetch employee names from Zoho People and use them as a lookup in a form. Currently, I am considering using an integration field to fetch this dataget file api is returning Junk data
I am working on extension development where at one point I need to retrieve attachments on records I found out I can use only invokeconnection and not invokeurl in extension development The invoke connection returns the image in raw binary format. WhenNeed help with message box
End user updates many records at once. Each have unique serial number. They want a confirmation box that says starting number, ending number and qty. Is there any way to do this? I been searching and asking support but seems like no great solution.Next Page