Hello everyone,

Greetings!

As we have reached the end of Q2, here's a quick look into everything released during the second quarter of 2026. We've introduced several enhancements to help support representatives work more efficiently, with improved access to resources on the go, easier navigation between tickets, and expanded language support.

Access knowledge base articles on mobile (iOS and Android)  

Users can access the knowledge base articles from their mobile device, enabling faster resolutions without needing to switch to the web application.. They can:

1. View articles
2. Access the detailed content with comments and attachments
3. Submit and manage feedback
4. Moderate comments
5. Filter and view articles based on their status (published, drafts, in review, expired, unpublished, etc.)
6. Publish saved drafts
7. Translate the articles in the supported languages

These capabilities provide a seamless self-service help experience on mobile devices that improves support efficiency and user satisfaction.

View related information in contact/account detail page (iOS and Android)

Users can access activities, ticket interactions, tickets, time entries, happiness ratings, and custom records related to a contact or account from the record detail page, which provides a comprehensive and unified way to manage information. They can also add tickets, activities, and attachments to a contact/account in the Android app.

Set email templates as default in Android

Users can mark the most commonly used templates as default directly from the mobile app, thus eliminating the need to manually select the same template repeatedly while responding to tickets and also ensuring consistency in communication.

View Ticket Timeline in iOS 

Users can view all tickets associated with a contact or account in the timeline tab, providing a consolidated view of the customer's ticket history, making it easier to understand the full context of their interactions. It also allows users to navigate between related tickets quickly without switching screens.

View the app in Odia language (iOS and Android) 

Zoho Desk's iOS and Android apps now support the Odia language, bringing the total number of supported languages to 26.

These features are available for users across all DCs.

Regards,

Sahana. K | Zoho Desk - User Education