Zoho Desk Autumn Release - 2024 — Post 3
Instant Messaging
Mass WhatsApp messaging for efficient communication
Agents can send WhatsApp messages to multiple contacts at once, which is useful for various activities, such as onboarding and customer engagement programs. There’s also an option to skip sending messages to contacts who are already engaged in a conversation with another agent to avoid interruptions in the ongoing conversation.
Help document and availability
Sending mass WhatsApp messages to contacts | Standard and above
A new shortcut, +w, has been introduced to streamline sending WhatsApp messages directly from the Tickets module. When using +w, users can quickly initiate a WhatsApp message to the associated contact. If the message is being sent to a new contact, their details will be automatically recorded within the system, and autopopulated in the Contact's record. For example, if a new customer contacts the support via WhatsApp and their details are not yet in Zoho Desk, sending a reply will automatically create a new record in the Contacts module.
Help document and availability
Create a contact while sending WhatsaApp messages | Standard and above
Integrate Facebook messenger with Zoho Desk
Integrating Facebook Messenger with Zoho Desk allows businesses to efficiently manage customer communication through Meta's Facebook business pages. Once set up, the Messenger platform enables seamless interactions between customers and the business via various entry points, including Facebook Posts, the Meta business page, and the business's website.
Help document and availability
Integrate Facebook messenger with Zoho Desk | Standard and above
Integrate Instagram with Zoho Desk
Integrating Instagram with Zoho Desk enables businesses to manage customer communications through their Instagram business accounts. This integration allows seamless message exchanges between customers and businesses, with conversations originating from Instagram posts, the Meta business page, or a website widget. For example, a retail clothing brand can integrate its Instagram business account with Zoho Desk to manage customer inquiries directly from its Instagram posts or DMs.
Help document and availability
Integrate Instagram with Zoho Desk | Standard and above
Configure business hours for your IM channels
Business hours can be configured for various IM channels, including WhatsApp, Messenger, Telegram, and Line, ensuring that customer inquiries are managed efficiently within the designated timeframes. Setting business hours involves defining the times when a business is open and available to assist customers. This ensures that the support team operates in alignment with these hours.
Help document and availability
Setting conversation rules in instant messaging | Standard and above
Implement a customizable business messaging widget
Business messaging offers another channel for engaging with customers through customizable widgets available for Web, iOS, and Android platforms. By integrating a fully customizable chat widget into a website, businesses can provide real-time support and interact with visitors seamlessly. The chat window’s appearance, including its color scheme and logo, can be tailored to match the website’s design, ensuring a cohesive brand experience.
Help document and availability
Adding a business messaging widget to your website | Standard and above
Multi-WABA support for WhatsApp business platform
Supported multiple WhatsApp Business Accounts (WABA), allowing businesses to create channels for different brands or departments. Each business unit can manage its communication channels with a dedicated WABA to ensure efficient operations. Businesses with multiple WhatsApp accounts can set up and link as many channels as needed to provide a centralized platform and shared access to customer data for seamless information flow and operations.
Help document and availability
Support multiple WhatsApp Business Accounts | Standard and above
Add GC Bots to Telegram, FB Messenger, Line, Instagram, and Business Messaging channels
Guided Conversation (GC) bots can be deployed in a variety of IM channels such as Telegram, FB Messenger, Line, Instagram, and Business Messaging channels. This provides customers with a self-service platform where they can interact with bots and support agents when needed.
Help document and availability
GC Bots to Telegram | GC Bots to Line | GC Bots to Instagram | GC Bots to Business Messaging channels | GC Bots to FB Messenger | Enterprise
GC Bots in Instagram
GC Bots in Telegram
Agents can set their status as online or offline specifically for the Instant Messaging feature. This allows them to control their visibility and mute all IM notifications with a click, ensuring uninterrupted work during critical tasks.
Help document and availability
Managing user status in IM | Standard and above
Zoho Desk's instant messaging webhooks enable automation of event-driven tasks between messaging apps and business workflows. By leveraging IM webhooks, businesses can integrate multiple channels into their business workflows, creating a seamless conversational ecosystem that enhances the customer journey and meets their preferences. For example, an ecommerce platform can automatically share package delivery OTPs via WhatsApp, an insurance provider can send payment reminders, and a travel agency can deliver booking details—all triggered through the webhooks in IM.
Availability
Professional and above
Measure customer happiness rating for IM Channels
Collect feedback on customer satisfaction for interactions conducted through the IM channel. A customer's happiness rating helps to see what they think about the support they receive at the end of each response or after closing their ticket. The integrated analytics will also assist the business in monitoring the ratings received by the agents or given by their contacts and accounts across various time frames.
Help document and availability
Customer happiness rating for IM channels | Standard and above
Users can enhance clarity in IM tickets with the help of thread separation. This feature distinguishes different conversation threads to make it easier for agents to manage and resolve issues effectively.
Availability
Integration
Scheduling meetings from the ticket interface with Zoho Meeting integration
The Zoho Meeting integration enables agents to schedule and conduct meetings directly from the ticket interface. For example, if a customer submits a ticket requesting a product demo, the agent can create the meeting from the ticket interface, invite the relevant stakeholders, and also have the meeting recording and meeting details such as link, date, time, and venue available inside the ticket for easy access.
Help document and availability
Integrate Zoho Meeting with Zoho Desk | Standard and above
The Agent Attendance Tracker extension provides a comprehensive system for the support managers to monitor the agent's attendance. It addresses key operational challenges related to tracking and managing agents' break hours, attendance, and routine activities. Managers can track check-in and check-out timings and view detailed activity logs of their support agents. This is helpful in various ways:
- Accurate break logging: Allows agents to define and log break times, maintain proper shift coverage, and ensure uninterrupted service for customers.
- Streamlined check-in/out: Simplifies the process of checking in and out and enables precise tracking of work hours and real-time monitoring via the Agent Availability Report.
- Custom statuses: Enables the creation of custom statuses for activities like training and meetings to provide detailed visibility into agents' time allocation and enhance accountability.
Help document and availability
Integrating Zoho Desk with agent attendance tracker | Standard and above
Access your files securely from anywhere
All-in-one knowledge management and training platform for your employees and customers.
Zoho Developer Community
Topic Participants
Varsha P
Sticky Posts
2024 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 emailUsing 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, Green
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.
-
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
Related lists New option in missing
hi I have created quite a few modules and added as related lists to my main module. Some have new, some dont I can not see why?Where to show Customization Field ?
Dear Sir, I have made some New Field in Item Field Customisation. Now I don't require that field in Estimate, Sales Orders etc. I just wants that field in Sales Invoice to Show/Hide... Is that possible ?What's New in Zoho Analytics - February 2026
Hello Users! We're back with another round of updates for Zoho Analytics. This month's release focuses on giving you greater flexibility in how you visualize, manage, and act on your data - with new features like custom visualizations, remote MCP server,Zoho Books (and other Finance Suite Apps) - Clickable Item Name on Invoices and Reports
Hi Zoho Books team, It would be really helpful if the Item Name on Reports were clicable to take me to the item. The same on Invoices, often I am looking at an invoice and I want to look at the deails of a product. A link here would be helpful to jumpZOHO Reports are taking longer time to get refresh
Hi Team, Since last few days, I'm facing issues in getting updated reports. For eg: right after making an expense entry or even posting a journal, it is taking longer then expected for the updated reports. Refer below: "You are viewing the report thatDisplay actual mileage on an invoice
My users are creating expenses in Zoho expense. For example, they expense 10 miles and get paid 7 dollars (10 miles * IRS rate of .70). If I look at the expenses in Zoho Books, it does show them at 10 miles at .70 cent When I add these expense to an invoiceCan't change form's original name in URL
Hi all, I have been duplicating + editing forms for jobs regarding the same department to maintain formatting + styling. The issue I've not run into is because I've duplicated it from an existing form, the URL doesn't seem to want to update with the newCan you create relationships BETWEEN contacts within the same module
I am setting up my CRM, and I want to have a way to connect contacts within the same module. Is there a way to do this? If not - how do I decide how to split up contacts to make connections? What are best practices for this? We have clients who needZoho Projects - Cloning a task does not trigger task workflow when created
Hello! I have a Project where my team uses a set of tasks from a tasklist as templates, so we could simply clone it and drag it to another list in kanban view to avoid creating a new one from scratch. The process works well, but after cloning it the newEstablishing Relationships among contacts/leads with Reciprocal
Is there any way to create a relationship between contacts and leads and be able to go into just one of the files and have it reciprocate the entry in the other file? For example, if I have two people say John and Jane Smith who are husband and wife.Function and workflow to create customer payment and send receipt
I am attempting to set up a workflow/custom function for the automatic creation of a customer payment and sending the email receipt, but am receiving the error "Improper Statement Error might be due to missing ';' at end of the line or incomplete expression" I've been over everything several times and cannot see where the error is (code is copied into the attached document). I haven't used custom functions before with Deluge, so it's very likely something very simple, or I've completely muckedDisable Sign Up option in Zoho Creator Portal and show only Sign In page
Is it possible to disable the Sign Up option in a Zoho Creator portal? The requirement is to show only the Sign In page and completely remove or hide the Sign Up page, so users cannot create accounts directly from the portal login page. Is there any settingRestrict Payment Methods
Allow us to restrict certain payment methods specific for each customer.How to install Widget in inventory module
Hi， I am trying to install a app into Sales Order Module related list, however there is no button allow me to do that. May I ask how to install widget to inventory module related list?Introducing Formula Fields for performing dynamic calculations
Greetings, With the Formula Field, you can generate numerical calculations using provided functions and available fields, enabling you to derive dynamic data. You can utilize mathematical formulas to populate results based on the provided inputs. ThisCan I view the KB in the same way as a customer logged in as my Agent?
Sorry if this seems a mad question. I have some Articles that I want to be seen by my Agents and the status of these is set to Agents only. We also have some that are set to Public. When I sign in with my private email address (as a customer) I canWhat’s New in Zoho Inventory — Latest Features, Integrations & Updates | December 2025
Zoho Inventory has evolved significantly over the past months, bringing you smarter, faster, and more connected tools to streamline your operations. Whether you’re managing multichannel sales, complex fulfillment workflows, or fast-moving stock, our newestPush Notification for New Bookings in Zoho Bookings App
when a someone schedules an appointment through the booking page, is there any option to receive a push notification in the mobile app?Which user's capacity is used for Shared Mailbox storage?
We use shared mailboxes at our company, and their size is increasing daily. Which user(s)'s total mailbox limit is being used up by this space?Incorrect Functioning of Time Logs API (Version 3)
We need to fetch the list of time logs for each task for our company internal usage. We are trying to achieve it by using the next endpoint: https://projects.zoho.com/api-docs#bulk-time-logs#get-all-project-time-logs Firstly, in the documentation theEvernote (ENEX) import limitations
I have been with Evernote since 2010, but the latest price increase is ridiculous. I am currently testing Zoho Notebook as a replacement. I am impressed so far - if it were not for critical need to import legacy Evernote notes, I would 100% migrate toPrint a document from Zoho Writer via Zoho Creator
If i use the code below i can get writer to create a new document or email it to me but i want to be able to print it directly from the browser and not have to send it via email and then print. Below is the code im using. Attached options form zoho writerCan I create a CODE 128 custom field for my items in Zoho Inventory and then use it for generating Sales Orders?
Can anyone helps me, I don't want to use the SKU code for scanning my products. Because all my products have a CODE-128 label attached.Prevent duplicate with custom fields?
I was wondering something about custom field/custom modules in Zoho Desk. For some reason you can make a custom field mandatory but not unique? For example, if I create a custom module to manage equipment and renewal and make a field serial number noMultiple Vendor SKUs
One of the big concerns we have with ZOHO Inventory is lack of Vendor Skus like many other inventory software packages offer. Being able to have multiple vendor skus for the same product would be HUGE! It would populate the appropriate vendor Sku forCreate Invoice automated with Package
Does anyone knows how to create an invoice from a SO when we have created the package? We do these manually. and validate that the product packed is the product invoiced (if the order is partially packed) Regards, JSUnable to integrate Zoho Projects and Zoho Workdrive
I'm a Zoho One subscriber. When I go to Zoho Projects > Settings > Marketplace > Zoho Apps I do not see an option for Zoho Workdrive but I do see one for Zoho Docs that does nothing. How do I get the option to integrate Zoho WorkDrive and Zoho ProjeDisable payment thank-you emails
Hello, can someone please tell me how to disable sending of the "Payment Thank-You" emails?Internal Fillable Contract with Zoho Writer (Before Sending to Client)
Hi everyone, I’m trying to automate the following process in Zoho CRM and would appreciate some guidance. Process: When a Deal moves to a specific stage, CRM triggers an automation. CRM sends a contract template to an internal team member so they canHow to backdate record payment for the invoice
I would like to record a payment which happened 2 days ago, but I am not able to select any date later than today. I backdated the invoice, too, but it doesn't change anythingHelp with deluge script
Hi Community, this is my first Deluge script. I've pieced it together from reading various articles I want to use it in a workflow to 1 Convert a lead to a contact 2. Create a record in a custom module Below is what I have got so far but it does not fireMarketer's Space: Why email authentication matters in Zoho Campaigns
Welcome back to another post in Marketer's Space! If you've recently started using Zoho Campaigns, you've probably come across terms like SPF and DKIM. You may have also noticed emails that show "via zcsend.net" in Gmail when testing or sending campaigns.Feature Request: "Send Invitation" Toggle for Events
I am writing to request a critical "Quality of Life" update for the Activities module. Currently, adding people to the Participants field in an Event triggers an automatic email invitation/acceptance tracking with no way to opt-out. For general eventsEdit email address that appears on invoice
Hi How do I change the email address that appears on invoices, it is showing the email address that i used to sign up to zoho with but I want to change it to another email address that we use for accounts. also is there a way to edit the position of aAnyone worked out how to export or screengrab a full heatmap?
I'd love to be able to include a copy of a heatmap in a report but can't work out how to grab the whole thing as there doesn't appear to be an export function? Thanks in advance.Introducing Zoho Sprints 3.0
Zoho Sprints is consistently evolving in steady increments. The introduction of the latest version, with its enterprise level solutions, brings to you advanced capabilities that propel your agile efforts in the right direction. Here's a quick glimpseGoogle Fonts Integration in Pagesense Popup Editor
Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google FontsClone entire dashboards
If users want to customize a dashboard that is used by other team members, they can't clone it in order to customize the copy. Instead they have to create the same dashboard again manually from scratch. Suggestion: Let users copy the entire dashboardClone Entire Zoho Boooks Organization, including all transactions for testing & training
Can Zoho Books support help with direct cloning of entire Zoho Books & Inventory Organization? including all transactions, just like a copy & paste or disk cloning. Is this possible?Restrict portal signup until registration form and payment are completed
Hi everyone, I am working on a Zoho Creator portal for a project. In our business flow, users must first fill out a registration form and pay a registration fee before they are allowed to access the portal. However, when I share the portal link, usersNext Page