Zoho Desk Community Digest - April and May 2021
New Features
- Introduced a set of default widgets on the help center customization page for customers on the Standard edition.
- You can now import agents into your portal using the Import API. Agents imported through this functionality are first listed under the Imported Agents section and stay in the Unconfirmed status until they accept the invitation sent to their email ID.
Other Enhancements
- You can now customize the automated email sent when a ticket is shared with another department. You can access the template for the email by going to Setup ---> Customization ---> Templates ---> Email Templates.
- Help articles from the Knowledge Base can now be shared easily via the IM channel. This capability is available only in Professional, Enterprise, and all other equivalent editions.
- Added two new options to help center access settings:
- Enabling or disabling end-user visibility to tickets created in a private department
- Enabling or disabling CAPTCHA for unauthenticated ticket submission
- Enabled API-based fetching of multilingual help articles from the Knowledge Base. Using the language parameter in the relevant API, you can fetch an article in a specific language other than English (default language).
- Added parameters related to inventory and subscription integration status in the Integration API.
- Going forward, a reply added to a comment on a Facebook post will automatically be added as a thread to the ticket.
- Added Tamil to the list of languages supported in the multilingual Knowledge Base.
Important Community Discussions
- How to change the colors on Help Center Elegant >>
Community Learning Series
- Automation #13 - Auto assign tickets based on agent shift time.
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