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
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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
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