Zoho Desk Community Digest - April and May 2021

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 >>
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                                              • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

                                                After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which

                                              • Register for Zoho Desk Beta Community

                                                With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

                                              • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

                                                Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is

                                              • Share your Zoho Desk story with us!

                                                Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

                                              • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

                                                Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting


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