Zoho Desk Mobile App Year-End Roundup - 2025 - Desk| Mobile
Dear Zoho Desk users,
Greetings!
As you gear up for the festive season, we are excited to share a quick journey into all that is released in 2025!
Zia's generative AI capabilities
Zia insights can be highly beneficial in helping agents manage daily support challenges. The following Zia features are available for tickets and IM chats in both iOS and Android apps:
- Summarize tickets and threads
- Summarize IM chats and analyze the sentiment of the incoming message
- Generate ticket and chat replies
- Create other content, like emails, announcements, and invitations
- Refine messages
- Translate replies
Tickets, threads and chat summarization - Android and iOS
Zia simplifies the ticket and thread content and provides a concise overview in a simple, easy-to-understand summary to help agents comprehend the issues quickly. This text can also be regenerated and translated into multiple languages supported by Zia.
Zia insights can also generate a summary of the IM chat helping agents understand complex queries quickly. The sentiment of the incoming message and tickets can be analyzed using Insights to help agents align their responses accordingly.
Generate content - Android and iOS
Agents can generate content other than ticket replies, including emails, invitations, announcements, community posts, and promotional content, by entering a prompt detailing their needs.
Reply assistance for ticket conversations and IM chats - Android and iOS
Zia can analyze tickets and IM chats to draft meaningful responses by leveraging the organization's knowledge base. This helps the agents send quick empathetic responses to customers while maintaining their company's standards.
Modify tone and length of the conversation and chat - Android and iOS
Agents can rephrase ticket responses or chat replies right from the mobile app to modify the tone and length. They can either refine the whole reply or even selected sentences.
Ticket Management
Create individual tasks, events and calls - Android and iOS
Users can create individual tasks, events, and calls that are not associated with tickets such as such as onboarding requests or service maintenance. Outbound calls can be scheduled, and the details of inbound and outbound calls can be recorded to provide transparency and track the agent's progress.They can also sort and view activities in a standard system-defined or custom view per their requirements. This ensures better accessibility by enabling agents to classify activities as needed.
Interlink tickets to maintain an organized database - iOS
Users can interlink related tickets as parent-child to maintain a contextually well-organized database. If similar or related tickets are interlinked, the agents can refer to the relevant ticket to understand the issue they are dealing with before replying to the customer. They can find information easily and also close multiple tickets at once, saving a considerable amount of time.
View the formula fields in your mobile - Android
In the mobile app, users can view the formula field set in the ticket, task, event, contact, and account layout in six different data types: decimal, boolean, currency, string, date, and datetime.
Send the ticket as an email to the customers
Agents can send the ticket subject and description to the customers to keep them in loop of their conversation for better clarity.
Restrict attaching certain files based on the organization settings - Android and iOS
Attachment file type restriction blocks unauthorized file attachments that a user can attach to a ticket. By configuring attachment settings, administrators can allow to upload or download or block specific file types for both incoming and outgoing support tickets in mobile.
Save the filtered list view in mobile to access your tickets easily - Android
Users can apply field-based filters to the Tickets module that suit their search criteria and save them for quick access. This reduces the time spent in setting up filters every time to look for specific tickets. Users can also rename and delete filters.
Execute specialized actions through custom buttons in the mobile app - Android and iOS
Users can access other apps or websites or even fill out forms in third-party tools from the ticket interface in their mobile device. They can also execute custom workflow items, like sending alerts, triggering approval requests, or creating records through custom buttons.
Sort and view table columns in the mobile app - Android
Agents can view their tickets in a tabular format in the all departments view. They can also sort ticket details alphabetically into columns like subject, status, and contact owner.
Format comments in mobile app using the rich text editor - iOS
Users can format comments using various rich text formatting options, such as bold, italics, underline, strikethrough, font color, highlighting, bullet points, and text alignment. These options provide a more versatile and visually appealing commenting experience within tickets.
Note down information in Scribble using Apple Pencil kit - iOS
Agents can use the Apple Pencil kit in Scribble to note down information and upload notes as attachments to their tickets, comments, and activities.
Instant Messaging
Use multilingual templates to send WhatsApp messages - Android and iOS
Agents can send WhatsApp messages to customers in their preferred language without manual translation using pre-approved templates, thus increasing user engagement and reducing the time needed to draft responses.
Pick up GC bot chats from your phone - Android
Guided Conversation, when associated with channels like WhatsApp and ASAP, creates chatbots to answer customer queries, complete tasks, or access services. When the customers request to transfer the chat to an agent, they can pickup those chats through their mobile anytime and anywhere, providing immediate resolution.
Send WhatsApp message from Desk ticket and contacts page - Android and iOS
Agents can quickly initiate personalized conversations with customers by selecting a pre-approved WhatsApp message template right from the ticket and contact detail page without navigating to the IM module. This improves the turnaround time and also aids consistent resolution of tickets.
Perform mass actions in the contacts module from Android app - Android
Agents can select upto a maximum of 50 contacts and send them WhatsApp messages at scale, they can also delete the contact records. This allows them to improve speed and efficiency.
Reply to IM tickets via email from mobile app - Android and iOS
For tickets originating from the IM channel, the agents can reply through email directly from the ticket, preventing them from navigating to other channels.
Account Personalization
Swipe left or right to perform basic ticket actions - Android
Users can set custom swipes (for left and right swipe) to quickly access basic ticket actions like move, read or unread, close or reopen, pick, assign, edit, delete, mark as spam, and share URL.
Customize the list view in a custom module - Android and iOS
The list view in a custom module can be personalized by adding or removing columns as needed.
For example, in a custom module called Tour Packages, the users can select fields—country of travel, duration, package type, and if a visa is required—to appear in the list view for easy access.
The fields and layouts within a module can be rearranged, and the appearance and alignment of each card in the module can also be customized.
New language support in the Desk mobile app - Android and iOS
Zoho Desk's Android app supports the Norwegian language, bringing the total number of supported languages to 23. Meanwhile, Zoho Desk's iOS app supports Norwegian, Hindi, Marathi, Bengali, and Telugu languages.
View user profile information in the Desk mobile app - Android and iOS
Agents can view their profile in the mobile app to get an overview of information about the tickets they handle, their average handling time, customers' happiness rating, contact details, and other useful metrics.
Zoho Desk wishes everyone a happy and prosperous 2026!!
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