Zoho Desk 2024 Autumn release
Greetings Zoho Desk users!
Earlier this year, in February 2024, we released an array of features ranging from process orchestration to ticket management, self-service, and more. Here is the announcement post for reference: February 2024 release announcement.
We are back with another round of updates and new features for August 2024 that will elevate the current customer service operations.
Webinar: What's new in Zoho Desk | August 2024 updates
We're also hosting a webinar to discuss these release features in detail. The registration links are shared towards the end of the post.
Let's take a look at each update in detail.
The updates are grouped into the following categories:
- Ticket management
- Self-service
- Data management
- Automation
- Zia
- Instant messaging
- Integration
- ASAP
- Developer space
- SDK
- Mobile experience
Ticket Management
Pinned comments and threads in tickets for easy access
Agents can pin important comments or threads in a ticket for quick access. If a customer’s first comment contains critical information and subsequent replies are added, the original comment can be pinned to ensure it is easy to locate and visible to everyone who accesses the ticket. Comments and threads can be pinned for personal reference or for all agents. This helps maintain the context of the ticket, and agents can avoid losing track of key information as more comments are added through the ticket's lifecycle.
Help document and availability
Pinning comments and threads in tickets | Express and above
Update ticket status while sending a reply
Agents can automatically update a ticket’s status while sending a reply. If a ticket requires further information from the customer, then while replying to the ticket, the agent can update the ticket status to "Awaiting information from the customer". This saves time and ensures prompt status updates.
Help document and availability
Send and update a ticket's status | All editions
Self-Service
Follow and unfollow knowledge base articles to get real-time updates
Customers can follow specific knowledge base (KB) categories, sections, or articles to receive updates whenever an article is updated or added. For example, if a customer frequently references articles on billing and payments, they can follow the particular section or article to get notified whenever an update is made.
Help document and availability
Following and unfollowing knowledge base categories | Express and above
Improve article navigation and content structure with accordion and tabs
The accordion and tab options in the KB editor significantly enhance the readability and usability of the content. For example, consider a detailed troubleshooting guide that covers complex use cases. Using an accordion layout improves readability by allowing each section to be neatly collapsed or expanded as needed.
Likewise, tabs can be used to distinguish the troubleshooting steps or topics within the article. This tabbed navigation provides a more user-friendly experience by enabling users to switch between related topics quickly or check the steps for a particular action without leaving the page.
Help document and availability
Insert accordion and tab for KB articles | Express and above
Data Management
Optimize data management with scheduled backups
Admins can set up regular backups at designated intervals like weekly, monthly, etc. to ensure that data history is always available in an accessible format. For instance, if crucial records are accidentally deleted or altered, administrators can quickly restore the data from the latest backup, maintaining business continuity and ensuring efficient data handling.
Help document and availability
Backing up your help desk data | Express and above
Continue to Zoho Desk 2024 Autumn release - Post 2
Continue to Zoho Desk 2024 Autumn release - Post 3
Continue to Zoho Desk 2024 Autumn release - Post 4
Continue to Zoho Desk 2024 Autumn release - Post 5
Also see our what's new page
Regards,
Varsha P | Zoho Desk - User Education
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
Varsha P
Sticky Posts
Using Agent Email Address as From Address
Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage. Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions aboutEdit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-importantWebinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer serviceCustomize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
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
External User onboarding for zoho connect is not really intuitive.
So the external user is sent an invite, which has a button that directs them to login to zoho to view the invite, but if they don't have a zoho account, they cannot access that invite, which seems kinda silly, as there is not real way on for them to createPlayback and Management Enhancements for Zoho Quartz Recordings
Hello Zoho Team, We hope you're all doing well. We would like to submit a feature request related to Zoho Quartz, the tool used to record and share browser sessions with Zoho Support. 🎯 Current Functionality As of now, Zoho Quartz allows users to recordBigin Android app update: Zoho Books integration
Hello everyone! We’re excited to introduce Zoho Books integration on the Bigin Android App. Once the integration is completed in the web(bigin.zoho.com), the Zoho Books tab will be visible in detail View of Contacts, Companies, and Pipeline records. TheIMAP Migration from Gmail
I have been trying to import my email from a Gmail server and keep receiving the following error. I have reduced the security, activated imap and no improvement. The link to the Google support item has not helped. Unable to connect to your account. PleaseYour Incoming has been blocked and the emails will not be fetched in your Zoho account and POP Accounts Click here to get unblocked.
When entering my account, this error is thrown at me, and I deleted a good part of my deleted messages, but I still can not unblock it, I would appreciate your help. reservas@lineasperutravel.comEmail login error
Login successfully but email page errorI want to add my other zoho account in same pc
why does zoho restrict me doing many things as i also want to add my second mail account bit its not allowing me to do thatRequest for Creating Multiple Email Accounts on One Mobile Number
Dear Zoho Team, I am planning to shift all my work-related communication to Zoho Mail because of its reliability and features. For my work, I need to create 3–4 separate email accounts for different purposes. Could you please confirm if it is possibleAutomatically Add Recurring Zoho Meeting Events to Zoho Calendar / Zoho Meeting Calendar
Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement regarding recurring meetings created inside Zoho Meeting. At the moment, when we schedule a recurring meeting in Zoho Meeting, it does not appear in Zoho CalendarSignature issue
Problem: The signature does not appear when replying or forwarding an email. solve issue: settintgs/Signature Check option place a signature above the content with quotation marksUnable to Receive Emails on Zoho Mail After Office 365 Coexistence Setup – Error: 553 Relaying Disallowed
Hello, My domain name is bigniter.com, and I’ve been using Zoho Mail as my email service provider without any issues. Recently, I followed the steps outlined in the Zoho documentation to enable Coexistence with Office 365: 🔗 https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html#multi-servermail admin not loading
i am trying to login to mailadmin ... gears keeps rotating forever... its not a password issue whats so ever ... not cookies issues whatsoever from android app i can login but there so few things to do from there .. i changed ip address the same... iUnify All Zoho Video Meeting Experiences into One Standardized Platform
Hi Zoho Team, We would like to share an important user experience concern regarding the current state of video meeting functionality across the Zoho ecosystem. The Problem Within Zoho, there are multiple ways to initiate or schedule a video meeting: ZohoUnify All Zoho Video Meeting Experiences into One Standardized Platform
Hi Zoho Team, We would like to share an important user experience concern regarding the current state of video meeting functionality across the Zoho ecosystem. The Problem Within Zoho, there are multiple ways to initiate or schedule a video meeting: ZohoUnify Overlapping Functionalities Across Zoho Products
Hi Zoho One Team, We would like to raise a concern about the current overlap of core functionalities across various Zoho applications. While Zoho offers a rich suite of tools, many applications include similar or identical features—such as shift management,Zoho One Backup of entire account
Hello, When using Zoho one is there a way to backup your entire account of all apps that you are using \ activively using in a single step or do you have to backup each applications data individually? Thanks,CRM Mobile reports
When our engineers finish a job they like to email the customer a job report. This is best done todate as an email template but we can find no way to include an image field from that module. Is there any other options?why cant i access my email account. it keeps asking me for reverifiying my account by entering my password.
I cant access my account. it keeps asking me for reverifcaton by entering my password. once its entered it asks for it over and over.Issue with “CC” and “Subject Details” of the initial mail when reply / replied all / forward using Zoho Mail Client (Desktop / Web Mail / Mobile App)
It is observed that when I reply / reply all / forward a mail using Zoho Mail Client (Desktop / Web Mail / Mobile App), the “CC” and “Subject Details” are omitted from the mail which was replied/forwarded. However this is not the case with outlook mailUnable to send Emails - 452 4.3.1 Temporary System Error
Whene ever i request smtp server to send the email (without attachment). i recieve error "452 4.3.1 Temporary System Error"I can't receive email
I cannot receive any email sent to my Zoho email after the free upgrade plan trial is finished.Help for the alisa adding
Sorry, I would like to add a paypal alias on my domain email address. However, the system blocked it. How can I do it?Problem with Writer and Workdrive
Hi team, I’m the super admin for our Zoho One org. WorkDrive is active, and Zoho Docs is deprecated for our org. However, Zoho Writer cannot connect to WorkDrive at all — we’ve cleared cache, tried incognito, and restarted several times. I was able toLite plan attachment said 250mb but actually 25mb ?
Lite plan attachment said 250mb but actually 25mb ? I can't attach over 25mb files, and can't receive mails has attached files over 25mb tooHow to change a BAS that has been filed
I have discovered that a group of expense transactions were accidentally placed in a asset account rather than an expense account. As a result I need to adjust the transaction and consequently most of my BAS to correct the error. Because the BAS haveZoho 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.Closing Accounting Periods - Invoice/Posting dates
Hi, I have seen in another thread but I'm unsure on how the 'transaction locking' works with regards to new and old transactions. When producing monthly accounts if I close December 24 accounts on 8th Jan 25 will transaction locking prevent me from postingFeature Request: Email Follow-Up Sequences Similar to Zoho CRM
I’m wondering if Zoho Recruit is planning to introduce a feature similar to the Email Automation – Follow-Up Sequences that is available in Zoho CRM. In CRM, this allows users to send a series of timed follow-up emails triggered by specific actions (forZoho Projects - Visual improvement to parent and sub-task relationship
Hi Projects Team, My feature request is to improve sub-task visibility. Please see screenshot below. I really think parent child relationships could be visually improved. Even if the first letter of the parent task was inline with other same level tasksZoho Projects - Task Owner filter at Project level
Hi Projects Team, The feature requests I would like to raise is the ability to create a custom view at the project level for projects with tasks owned by a user or users. For example "Ashley's Projects" custom view might contain a list of project in whichGood news! Calendar in Zoho CRM gets a face lift
Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activitiesCreate an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand forOption to Customize Career Site URL Without “/jobs/Careers”
Dear Zoho Recruit Team, I hope you are doing well. We would like to request an enhancement to the Career Site URL structure in Zoho Recruit. In the old version of the career site, our URL was simply: 👉 https://jobs.domain.com However, after moving toAPI Pagination Error: 'from' Parameter Limit
Hello, I am encountering an error while paging through the Zoho Desk API results: Status code: 422 - {"errorCode":"UNPROCESSABLE_ENTITY","message":"The value passed for field 'from' exceeds the range of '0-4999'."} Is 5000 the maximum number of recordsChanging 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 atNext Page