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
Seamless multilingual messaging and tone control in Zia IM Composer
Hello everyone! Managing customer conversations across multiple languages can be time-consuming. Using Zia in the Instant Messaging (IM) Composer helps you overcome this by providing tools to translate content, adjust your tone, and refine your messagesAdvanced Deluge help needed with custom function and COQL limits
I have a scheduled function that takes a snapshot of specific metrics and saves them to a custom module. However I'm struggling with the limits of COQL. I attach my full code, but an example of the issues I'm having is that it's erroring with a 'LimitTip of the Week - Conditional Formatting Chart
Conditional formatting allows you to highlight your data series based on a pattern or a trend in your data. This makes it easy for you to identify when your data reaches certain values or when it deviates from the trend. Zoho Analytics allows you toZoho Learn - AI Translate
Hi Learn team, I had a situation today where I was providing training to a client team and I had written articles into their Zoho Learn to support their learning. I realised that one of the team members was a non-native English speaker and they were strugglingPayroll In Canada
Hi, When can we expect to have payroll in Canada with booksPower of Automation :: Auto-Sync Custom Date Field Between Related Tasks via Blueprint Transition
Hello Everyone, 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 automateIntroducing auto-upgrade in Zoho LandingPage
Hi everyone, We’re excited to share an upcoming update to help you get the most out of your landing pages — the auto-upgrade option, launching on October 22, 2025. Your landing pages are designed to bring in leads, and we want to make sure you never missWorkdrive comment links stopped working.
I have marked a PDF file with 95 comments, they have worked for a while. When i clicked on them they brought me to the correct page and showed me the outline that i had drew on the plans. The comments included the page number of the outline, but now itHow to Bulk-Update Sales Orders in CRM
Hi - I need to bulk update existing sales orders with dates from our ERP of when the sales orders were created. I made a date field on the Sales Order module where I want to insert that data. I can't Mass Update because I am not updating the fields toZoho ToDo in Cliq
Our organization utilizes Zoho ToDo in the Zoho Mail Desktop app. Is there a way for these to show up in Cliq Desktop app as well?【Zoho CRM】サンドボックス機能のアップデート：カスタムビューが利用可能になりました。
ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 今回は「Zoho CRM アップデート情報」の中から、サンドボックス機能のアップデートをご紹介します。 目次 1. カスタムビューとは 2. 今回の機能アップデートについて 1. カスタムビューとは カスタムビューは、ユーザーが設定した条件に基づいてデータをフィルタリング・整理し、 重要な情報へ効率的にアクセスできるようにする機能です。 「過去15日間の見込み客」や「受注間近の商談」、「特定の優先度レベルが設定された案件」など 条件を指定してわずか数クリックで設定できます。Changing an agents email address
How do you change an agent's email address? I keep getting a red circle even though I am an admin. And on one of my agents he has two email addresses? How is that possible?Zoho CRM - Potentials Tab
Hi! When I create a Deal (Potentials tab) the header looks like this: After a refresh on the page it looks like this: What should I do so that it is displayed like in the second pic without refresh? Also I have a user that as of recently, cannot see thisIs there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?
Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This wouldUnable to create embed code for resource of workdrive using API
Hello Team, I am trying to create embed code for a resource using workdrive api in powershell, however facing some issues with injecting data in body. Followed Doc: https://workdrive.zoho.com/apidocs/v1/filefoldersharing/shareeveryone Please help, belowFeature Request - Insert URL Links in Folders
I would love to see the ability to create simple URL links with titles in WorkDrive. or perhaps a WorkDrive extension to allow it. Example use case: A team is working on a project and there is project folder in WordDrive. The team uses LucidChart to createnot able to convert pdf to jpg and other forms and vice versa.
i want to change my pdf to jpg, word, etc and some times jpg to pdf. i don't know how to do in this.Enable / show scroll bar when Mega Menu is opened
Hey there I am using the mega menu add-on and experience a "flicker" whenever the mega menu opens. The reason is, that the scrollbar, which has a width of a few pixels, stops showing when the mega menu opens. As the scrollbar disappears the whole pageReports: Custom Search Function Fields
Hi Zoho, Hope you'll add this into your roadmap. Issue: For the past 2yrs our global team been complaining and was brought to our attention recently that it's a time consuming process looking/scrolling down. Use-case: This form is a service report withZoho Inventory - Composite Items - Assembly - Single Line Item Quantity of One
Hi Zoho Inventory Team, Please consider relaxing the system rules which prevent an assembly items from consisting of a single line item and outputting a quantity of 1. A client I'm currently working with sells cosmetics and offers testers of their productsHow can I transfer data from Production to Development environment?
Hi, I am using Creator V6 and would like to bring all the data in production to the Development and Testing environments? Is there an easy way of doing that or I have to export and import each table?Add "Reset MFA" Option for Zoho Creator Client Portal Users
Hello Zoho Creator Team, We hope you are doing well. We would like to request an important enhancement related to Multi-Factor Authentication (MFA) for client portal users in Zoho Creator. Currently, Creator allows us to enforce MFA for portal users,New portal SAML authentication error: User not found
Dears, Has anyone else been experiencing this lately? I am creating a new portal authenticated by SAML (Entra ID). I followed the same process as I did with other portals, but any new portal created after this always encounters this error. I’ve been reportingDevis et facture multi page
Bonjour, je suis sur Zoho invoice et je rencontre un problème sur mes devis et factures lorsqu'ils dépassent 1 page. je me retrouve souvent avec des lignes coupées ou le sous total page 1 et le total page 2. j'aimerai savoir s'il existe une possibilitéRotate an Image in Workdrive Image Editor
I don't know if I'm just missing something, but my team needs a way to rotate images in Workdrive and save them at that new orientation. For example one of our ground crew members will take photos of job sites vertically (9:16) on his phone and uploadHelp with Filtering Records, HTML Pages, and Automatic File Uploads in Zoho Creator
Hi Zoho Creator Community, I’m building a Zoho Creator application and need guidance on a few features I’ve been struggling with. I want to implement them safely and efficiently, and I’d appreciate any examples, tips, or best practices. I want users toHow to Send Email from within a custom module (with or without an email template)
It is possible to send an email from the Deals module. However, I can't find a way to send an email from any of our custom modules. I have tried adding an email field to the modules (even though we don't really want one or need it there). That doesn'tConvert invoice from zoho to xml with all details
How to convert an Invoice to XML format with all detailsFeature Suggestion for Zoho Websites – Inspired by Squarespace Systems
Dear Zoho Team, I’m a Zoho user and also a Squarespace Platinum Circle member, and I recently noticed the launch of Zoho Websites in India. I wanted to share some ideas for features that could enhance the platform for professional users and agencies.Custom View - Sort by Custom Field
I created a custom field for our Engineering team to know which tickets to work first by numbering them. I created a custom view to general data which includes the Engineering Priority. However, I cannot sort the Engineering Priority column ascendingZoho Indeed Intergation not pulling candidate details
We have recently integrated zoho with indeed. Prior to this our candidates came into the candidates tab via the zoho.resumes email address from indeed and it pulled through the candidates mobile number, and majority of the time a postcode. However sinceCustom View of tickets created today
How can I create a custom view that list all my ticked created in the current date? Currently, if I select the "Created Time" criteria, the "Current Time" option does not work as today. Actually, I don't know how it works this "Current Time".Lifecycle Reports
From data to decisions: A deep dive into ticketing system reports A lifecycle report captures and visualises the sequential states that a ticket undergoes across its lifespan. For instance, when a customer submits a support ticket for a faulty product,Zoho Forms - Print Button on Forms
Hi Forms team, I'm replicating a form for a client which is currently based on JotForm. I noticed that at the end of the form there is a button to print the completed form. I thought this would be something worth sharing and a nice to have in Zoho Forms.Putting Watermark on Zoho Sheet
Can this be done?Validation function not preventing candidates under 18 or over 30 from submitting the web form
Hello everyone, I’m trying to create a validation rule for the Candidate Webform in Zoho Recruit. I added a custom field called “Date of Birth”, and I want to make sure that candidates cannot submit the form unless their age is between 18 and 30 years.Report to know the history of certain Tickets on Desk
Hi there guys, As the title implies we're wondering if there's any way to get some kind of Report that allows us to check the History of various Tickets at the same time since as of today if we want to know that we have to check them 1 by 1 which is notAdvanced Usage Billing: Prepaid with Drawdown
Picture yourself at your favourite coffee shop, Bean & Brew. You come by every morning for your usual cappuccino, and occasionally you get an extra cold brew and a muffin or two in the afternoon. Interestingly, Bean & Brew has a new idea of offering aZoho Commerce in multiple languages
When will you be able to offer Zoho Commerce in more languages? We sell in multiple markets and want to be able to offer a local version of our webshop. What does the roadmap look like?Urgent Zoho Creator down!!!???
Now my zoho creator faced this issue. Anyone has idea? Urgent!!!Next Page