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
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
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
Signature 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 marksswitching from POP3 to IMAPI do I need to change settings in Web email?
hi so I am using Outlook with My Zoho mail, also have Verizon email /AOL. they no longer support POP3 and said imapi is much better, so I want to switch my ZoHo to imapai. I googled and it said i need to change it in my account....i looked at my accountmail 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: ZohoChanging 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?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,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?Lite 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 tooOption 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 toAny update on much requested feature, to delete attachments without deleting the e-mail body?
People have been requesting the ability to delete e-mail attachments without deleting the e-mail for more than ten years now. The latest I see is marked "Working On It" and a year ago it was supposedly being added, see here: https://help.zoho.com/portal/en/community/topic/is-there-a-way-to-delete-mail-attachments-without-deleting-the-textOld 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 inadvertentlyZoho email using a python or html template
# main.py import smtplib import csv from email.mime.text import MIMEText from email.mime.multipart import MIMEMultipart from config import SENDER_EMAIL, APP_PASSWORD, SMTP_SERVER, SMTP_PORT # email Subject email_subject = "🎉 Python + Zoho Mail HTML EmailDesktop app doesn't support notecards created on Android
Hi, Does anybody have same problem? Some of last notecards created on Android app (v. 6.6) doesn't show in desktop app (v. 3.5.5). I see these note cards but whith they appear with exclamation mark in yellow triangle (see screenshot) and when I try tocustomize 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 atSolution: How to send email using a python follow up this
# Step One Setup Your App Password For this url {https://accounts.zoho.in/home#security/app_password} #How to genarate App password {https://help.zoho.com/portal/en/kb/bigin/channels/email/articles/generate-an-app-specific-password#To_generate_app_specific_password_for_Zoho_Mail}Are Environments Worth It?
In concept, Environments in ZC is a great idea. I think the flow is pretty smart when you compare it to GitHub, especially for a low code audience. However, in practice, I've found it to be unpredictable, and I've only used it a few times. Aside fromEnhanced duplicate check for Leads in CRM
Hello Everyone, We are excited to announce that you can now check for duplicate entries in leads by comparing them with similar records in the Contacts Module. Previously, when you added a lead, only the converted leads were checked for duplicates. ThisPause(1);
I'm using scheduler to invoke an interaction via http post with an external service. The schedule code uses a for-each loop that runs so fast my external application's log files get messed-up (they are named by date-time stamp). What I'm suggesting isIntegration Request: Elementor
Integrating Zoho CRM forms with Elementor, the most popular page builder on Wordpress, would be great. I use it for our site, goenergylink.com, and I have had to use Zapier webhooks to be able to connect it with Elementor. The one issue I have run intoAbility to Change Visibility of Published YouTube Videos
Hi Zoho Social Team, How are you? We would like to request an enhancement in Zoho Social regarding the management of already published youtube videos. Currently, after publishing a youtube video through Zoho Social, there is no option to change its visibilityAdding anchor links in Zoho CRM email templates
I know you can add anchor link in Campaigns, but I dont see the option to that in the CRM email template. Am I missing something?openUrl in blueprints
My customer wants to open a URL at the end of a blueprint transition. Seems this isn't possible right now but it would be very useful. In this thread, https://help.zoho.com/portal/en/community/topic/openurl-not-working the Zoho agent said that it's logicallyAbility to Add YouTube Video to Playlist During Publishing
Hi Zoho Social Team, How are you? While publishing YouTube videos through Zoho Social, we noticed that the platform currently does not allow selecting a playlist at the time of publishing. Instead, we can only add the video to a playlist after it hasIntroducing Zoho Creator's 2025 Release Projection 2
Hello Creators! I'm Prakash, from the Creator product management team, and today I'm delighted to unveil our next set of features as part of Release Projection 2 for 2025. With thoughtful analysis and planning, we've curated powerful new capabilitiesSharing Form Ownership Among Multiple Users
I would really like the ability to share form ownership among multiple users. It's frustrating to me that if a co-worker wants to make an edit to a form, I have to transfer ownership to them. It would be great if forms could act like google forms, where multiple people can edit a form and view responses.Marketer’s Space - Ace Your Spooky-Season Marketing with Pre-designed Templates in Zoho Campaigns
Hello marketers, Welcome back to another post in Marketer’s Space! We’re in Q4, which means that you have endless opportunities to connect with your audience, starting with Halloween campaigns! In this post, we’ll show you how to design the perfect HalloweenI want to create a mailing list, NOT a group.
Can I create a mailing list in Zoho mail? I just want to be able to make a list of email addresses and give the list a name. Then when I type the list name, the list of email addresses will be automatically listed. When I create a group it sends an emailZia expands to China with native features and DeepSeek-powered generative AI features
Hello everyone, We are glad to support Zia native features and Zia generative AI features for our customers in China. From hereon, all AI-features in Desk will be accessible in China data center with the integration of DeepSeek generative AI model. DeepSeekEmail in each module
We have a contact ,module which then has a link to customer assets which in turn the asset has a multiple link to service visits. When we link assets to customers we choose by name and it brings over the associate email via the lookup. Great feature.Global Search placement in the new UI
Having a hard time with the global search placement in the UI redesign. Surely I can't be the only one. Previously global search placement was perfect. A bar at the top/center of the page. Exactly where you would expect it to be. Since the new UI hasIntroducing Skill-Based Ticket Assignment
The goal of every support team is to provide great support, and to do so as fast as they can. To make this possible, it is important that agents spend their time judiciously, especially when they're dealing with a large number of tickets of varying urgencyKaizen #213 - Workflow APIs - Part 1
Welcome to another week of Kaizen! If you have ever managed complex business processes, you know that Workflows are the quiet backbone of any well-run business process. They keep things moving; assigning owners, sending alerts, keeping deals on track,Browser and address bar hide
Hi, How i can do hide the address bar with browser headline when i am working on the sheet, because i am using (freeze panes) which i want visible for full work. For your reference here i am attached the screen shot and marked yellow lines which reallyCells Border
Hi I am using Zoho Sheet on S Tab , is there any option to make all border of any cell at once. I think this is very basic which we are missing. This is available in mobile but not in tab or suggest if i am missing this function. And for Tab can you giveCredit Management: #2 Configuring Right Payment Terms for Credit Control
Think about the last time you ordered something online and saw that little note at the checkout, "Pay on Delivery" or "Pay later". It's simple, but it actually sets the tone. As a business owner, you know exactly when payment is expected. Now, imagineZobot and Sales IQ
What will happen to the Zoho Sales IQ being integrated to the website after creating the Zobot on the website tooHelp Center and SEO: Any Benefit to My Domain-Mapped Website Ranking?
First of, I love the Help Center which I've just decided to integrate into my website to replace its old-fashioned FAQs. So much more to achieve there now! Lots of new benefits to the site visitors and to me in terms of organizing and delivering all theNext Page