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!!
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
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
Sahana K
Sticky Posts
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynoteWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformLive Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few toolsApple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to helpZoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
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
Blocklist candidates in Zoho Recruit
We’re introducing Block Candidate, which helps recruiters to permanently restrict a candidate from applying to current/future job openings. Once the candidate is blocked, they will no longer be able to participate in the recruitment process. This willLayout Rules Don't Apply To Blueprints
Hi Zoho the conditional layout rules for fields and making fields required don't work well with with Blueprints if those same fields are called DURING a Blueprint. Example. I have field A that is used in layout rule. If value of field A is "1" it is supposed to show and make required field B. If the value to field A is "2" it is supposed to show and make required field C. Now I have a Blueprint that says when last stage moves to "Closed," during the transition, the agent must fill out field A. NowAdmin asked me for Backend Details when I wanted to verify my ZeptoMail Account
Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?Zoho Desk - Upsert Ticket
Hi Desk Team, It is common to request more information from end-users. Using forms is a great way to ensure all the required information is collected. It would be great if there were an "upsert" option on the Zoho Form -> Zoho Desk integration which wouldAll new Address Field in Zoho CRM: maintain structured and accurate address inputs
The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Latest updateClient Side Scripts for Meetings Module
Will zoho please add client side scripting support to the meetings module? Our workflow requires most meeting details have a specific format to work with other software we have. So we rely on a custom function to auto fill certain things. We currentlyIntroducing Multiple Sandbox Types and Support for Module's Data Population
Register here for the upcoming Focus Group webinar on Multiple Sandbox | Help documentation to learn more about the new enhancements Hello everyone, Sandbox in CRM is a testing environment for users to create and test new configurations like workflowCRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive
Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage filesCreator Offline
We had online access setup and working on our iphones. We have just set it up on an 'Android Tablet' and it is not downloading all the images? We use it to show customers our catalogue. Any ideas. Offline components all setup on both devicesDrag 'n' Drop Fields to a Sub-Form and "Move Field To" Option
Hi, I would like to be able to move fields from the Main Page to a Sub-Form or from a Sub-Form to either the Main Page or another Sub-Form. Today if you change the design you have to delete and recreate every field, not just move them. Would be nice toEnable or disable any Field Rule!
Hello Zoho Forms Community, We are excited to announce a powerful new enhancement to Field Rules that gives you greater control and flexibility in managing your form logic! Previously, if you wanted to temporarily deactivate a field rule, you had twoMarketing Tip #20: Increase traffic with strong meta titles and descriptions
Meta titles and descriptions are what people see first on search results before they ever click through to your website. If your pages use generic titles or basic descriptions, you miss the chance to stand out, and search engines may not know which pageDifferent form submission results for submitter and internal users
I'm looking for suggestions on how to show an external submitter a few results while sending internal users all the results from the answers provided by the external user. The final page of our form has a section with detailed results and a section withKanban view on Zoho CRM mobile app!
What is Kanban? The name doesn't sound English, right? Yes, Kanban is a Japanese word which means 'Card you can see'. As per the meaning, Kanban in CRM is a type of list view in which the records will be displayed in cards and categorized under the givenNot able to delete a QC nor able to revert or create a cycle of manufacturing for QC failed Jobs
Not able to delete a QC nor able to revert or create a cycle of manufacturing for QC failed JobsDheeraj Sudan and Meenu Hinduja-How do I customize Zoho apps to suit my needs?
Hi Everyone, I'm Meenu Hinduja and my husband Dheeraj Sudan, run a business. I’m looking to tweak a few things to fit my needs, and I’d love to hear what customizations others have done. Any tips or examples would be super helpful! Regards Dheeraj Sudanis there any way to change the "chat with us now" to custom message?
is there any way to change the "chat with us now" to custom message? I want to change this textDeprecation Notice: OpenAI Assistants API will be shut down on August 26, 2026
I recieved this email from openAI what does it means for us that are using the integration and what should we do? Earlier this year, we shared our plan to deprecate the Assistants API once the Responses API reached feature parity. With the launch of Conversations,Capture Last check-in date & days since
I have two custom fields on my Account form, these are "Date of Last Check-In" and "Days Since Last Contact" Using a custom function how can I pull the date from the last check-in and display it in the field "Date of Last Check-In"? and then also display the number of days since last check-in in the "Days SInce Last Contact" field? I tried following a couple of examples but got myself into a bit of a muddle!Any recommendations for Australian Telephony Integration providers?
HI, I am looking for some advice on phone providers as we are looking to upgrade our phone system, does anybody have experience with any of the Australian providers that integrate with CRM Telephony? So far we are looking at RingCentral and Amazon Connect, and would love to hear feedback on any of the other providers you might have tried. Thank youWhy is the ability Customize Calls module so limited?
Why can't I add additional sections? why can't I add other field types than the very limited subset that zoho allows? Why can I only add fields to the outbound/inbound call sections and not to the Call Information section?PDF Annotation is here - Mark Up PDFs Your Way!
Reviewing PDFs just got a whole lot easier. You can now annotate PDFs directly in Zoho Notebook. Highlight important sections, add text, insert images, apply watermarks, and mark up documents in detail without leaving your notes. No app switching. NoCRM gets location smart with the all new Map View: visualize records, locate records within any radius, and more
Hello all, We've introduced a new way to work with location data in Zoho CRM: the Map View. Instead of scrolling through endless lists, your records now appear as pins on a map. Built on top of the all-new address field and powered by Mappls (MapMyIndia),Enhance Appointment Buffers in Zoho Bookings
There was previously a long-standing feature request related to enhancing the way appointment buffers work in Zoho Bookings, but it looks like the original post has been deleted. I am therefore adding a new request that Zoho Bookings adjust how appointmentSubscriptions for service call
So we install products and we want to offer a service contract for the customers yearly service calls to be billed monthly. So ideally at some point we want to email them a quote for their needs. WE will choice it our end based on the equipment. It wouldAdd RTL and Hebrew Support for Candidate Portal (and Other Zoho Recruit Portals)
Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to set the Candidate Portal to be Right-to-Left (RTL) and in Hebrew, similar to the existing functionality for the Career Site. Currently, when we set the Career SiteDelay in rendering Zoho Recruit - Careers in the ZappyWorks
I click on the Careers link (https://zappyworks.zohorecruit.com/jobs/Careers) on the ZappyWorks website expecting to see the job openings. The site redirects me to Zoho Recruit, but after the redirect, the page just stays blank for several seconds. I'mHow to add interviews through API
I'm trying to add an interview without much luck. The documentation gives examples of adding just about everything except an interview. However, the issue might be the way I'm formatting it, because the documentation is unclear to me. It seems as if the xml should be passed in the url, which seems unusual. I've tried the data as both plain and character escaped, but nothing seems to work, nor do I even get an error response. https://recruit.zoho.com/recruit/private/xml/Interviews/addRecords?authtoken=***&scope=recruitapi&version=2&xmlData=<Interviews> <rowConnection to other user
Zoho Cliq handles sharing of Custom OAuth Connections that require individual user logins.How to invite friends on other social media platforms to one of my group chats in arattai?
Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups toCliq does not sync messages after Sleep on Mac
I'm using the mac app of Cliq. When I open my mac after it was in sleep mode, Cliq does not sync the messages that I received. I always have to reload using cmd + R, which is not what I want when using a chat application.Optimum CRM setup for new B2B business
Can some advise the most common way to setup Zoho CRM to handle sales for a B2B company? Specifically in how to handle inbound/outbound emails. I have spent hours researching online and can't seem to find an accepted approach, or even a tutorial. I haveFacing Issues with Sites Mobile font sizes
my page renediaz.com is facing issues mobile view, when i try to lower font sizes in home page, instead of changing the size, it changes the line spaceSearch not working!
I have items in my notebook tagged but when I search for a tag nothing comes up! Any fix for this?Set expiration date on document and send reminder
We have many company documents( for example business registration), work VISA documents. It will be nice if we can set a expiry date and set reminders ( for example 90 days, 60 days, 30 days etc.,) Does Zoho workdrive provide that option?Analytics : How to share to an external client ?
We have a use case where a client wants a portal so that several of his users can view dashboards that we have created for them in Zoho Analytics. They are not part of our company or Zoho One account. The clients want the ability to have user specific,Automatically Update Form Attachment Service with Newly added Fields
Hi, When I have a Form Setup and connected to a 3rd Party Service such as OneDrive for Form Attachments, when I later add a new Upload Field I have to remove and redo the entire 3rd Party Setup from scratch. This needs to be improved, such as when newPayroll and BAS ( Australian tax report format )
Hello , I am evaluating Zoho Books and I find the interface very intuitive and straight forward. My company is currently using Quickbooks Premier the Australian version. Before we can consider moving the service we would need to have the following addressed : 1.Payroll 2.BAS ( business activity statement ) for tax purposes 3.Some form of local backup and possible export of data to a widely accepted format. Regards Codrin MitinZoho Desk API - Send Reply to CUSTOMERPORTAL
Hello! I'll try to send a reply to Customer Portal, But the response is 500 (INTERNAL_SERVER_ERROR in service response). {"Error":"{\"errorCode\":\"INTERNAL_SERVER_ERROR\",\"message\":\"An internal server error occurred while performing this operation.\"}"}Python - code studio
Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics alreadyNext Page