Zoho Desk: What's new in 2024 | Feature release
Zoho Desk's 2024 release is here!
This year, we are bringing you a range of highly-anticipated features, including some that are designed to meet unique and industry-specific needs. With solutions for personalization, automation, AI, ticket management, and more, we're committed to offering you an enhanced and highly customizable help desk experience.
Here are some of the areas we've improved.
- Ticket management
- Customization
- Automation
- Zia
- Privacy and Security
- Data administration
- Personalization and multilingual
- Mobile experience
Webinar: What's new in Zoho Desk - A 2024 Release Overview' webinars. Registration links at the end of the post.
Ticket Management
Easily link and manage related tickets with parent-child ticketing (early access available on request)
Tickets can be related to one another by subject, or by the customer who raised them. Related tickets can be linked through a parent-child relationship that:
- Provides clear context during ticket handling
- Promotes efficient ticket management
- Improves agent productivity
- Contributes to an organized ticket database
Help Document and Availability
Understanding parent-child ticketing | Professional and above
Reduce response time and improve customer satisfaction with mass and scheduled replies
Send bulk responses to similar tickets that require the same response. This improves time management and enhances agent productivity by reducing repetitive tasks and inadvertent errors. Schedule responses at a more convenient time for recipients, promoting faster resolution.
Help Documents and Availability
Sending mass replies to tickets | Professional and above
Sending scheduled replies to tickets | Professional and above
Mass reply
Scheduled reply
Bring more context to tickets with ticket ID customization (coming soon)
Ticket IDs are unique, auto-generated identifiers that are used for reference. Businesses can customize the ID to make it relatable and contextual. Alphanumeric prefixes or suffixes can be added, such as a country code, ticket channel, product name, or even the ticket due date. This also makes it easier for customers to identify the tickets they've raised.
Customization
Meet custom requirements with custom modules
Build custom modules to map your business with Zoho Desk. From real estate to finance, IT, and retail, every business has unique methods for handling customer tickets.
For example, to resolve a transaction question, the agent will need to request context to provide a timely resolution.
All business and customer data can be stored right inside the Desk account using custom modules, eliminating the need to switch between applications. This can help with providing customized travel plans, connecting educators to students and universities, understanding asset utilization in the organization, monitoring vendor and supplier information, and more. With relevant data easily accessible across teams, ticket handling becomes easier and decisions become more contextual.
Help Document and Availability
Creating custom modules | Enterprise
Interlink modules using Custom Lookup fields
Bridge two modules by adding Lookup fields that allow users to find records from module A while creating records in module B. For example, creating an Asset lookup in the Tickets module will allow users to select the asset they want while raising a request.
Help Document and Availability
Creating custom lookup fields | Professional and above
Data validation with RegEx in Validation and Layout Rules
Maintain data authenticity and acceptable data formatting with the help of RegEx validation. Users can create and set acceptable patterns or formats for necessary fields. For example, the alphanumeric arrangement or the pattern required for passwords can be set using RegEx.
Help Document and Availability
Use RegEx for layout and validation rules | Enterprise
Identify and segregate records easily with color coding (coming soon)
Picklist values can be assigned different colors for easy identification. This allows you to differentiate records at a glance, categorize them, and easily analyze a large quantity of data. It also allows users to personalize their experience by choosing the color palette that suits their brand or preference.
Automation
Optimize support services with tailored Support Plans
Customer requirements vary. While some want to receive a first response within an hour, others demand that a certain number of tickets be resolved weekly. They may even require dedicated support for one specific product.
As a service provider, it is imperative to segregate and categorize customer requirements and build tailored support plans that address various needs. This process also ensures that the agents are not overworked.
For example, a ticket-based plan can provide optimum support to enterprise customers. It can specify an upper limit on the number of tickets that will be addressed for a defined period, such as 100 tickets per week. These 100 tickets will adhere to the SLA specified by the plan. Based on their credit limit, customers can gain real-time insight into the number of tickets they have already raised, as well as the remaining balance for the week. Once the upper limit is reached, further tickets can be charged based on the customer's request, ticket type, and other parameters, as defined by the contract.
Help Document and Availability
Scope, Purpose, and Benefit of Support Plans, Understanding and working with Support Plans | Enterprise
Extend the capabilities of Blueprint with extension-based operations
The blueprint guides support agents through a ticket's lifecycle, helping them make the right decisions and follow a systematic approach to handling tickets.
With Blueprint widgets, you can link your marketplace extensions to a Blueprint flow. This will allow agents to schedule a meeting, share their location, and send surveys to gather customer feedback right from the Blueprint.
Zia
Improved data accuracy and agent productivity with Zia's field predictions
Zia can detect patterns in existing tickets and use the information to auto-update field values in incoming tickets. This helps customer support teams maintain data accuracy, ensure data validity, and minimize manual intervention. For example, Zia can predict the severity of a ticket and assign it to the most suitable agent or team for a faster resolution.
Zia can be retrained as new tickets with diverse data enter the system. She identifies changes, recreates patterns, and suggests values based on new trends.
Privacy and security
Enhance data and system security
Encrypt system-defined fields (early access available on request)
Predefined fields, such as name, email address, and contact number, can be secured from unauthorized access using the Advanced Encryption Standard method.
Help Document and Availability
Encrypting standard fields | Enterprise
Secure download of email attachments (coming soon)
Admins can prohibit agents from downloading certain types of files, preventing inadvertent access to malicious content or software. This helps organizations maintain their confidentiality and privacy standards.
Data Administration tools
Monitor daily activities across the Desk account with an audit log
The audit log provides a complete overview of what actions were taken, when, and by whom, in chronological order. By monitoring every activity, admins can take necessary measures to revert any action that was unintended, pinpoint problem areas, and prevent large-scale issues.
Help Document and Availability
Monitoring audit log | Enterprise
Test and validate configurations before implementation with a sandbox
Businesses can test, evaluate, and make modifications to existing configurations without disturbing the live account in a sandbox. Based on the result, they can deploy only valid changes to the live account, ensuring they achieve the desired behavior and eliminate flaws in existing process flows.
Help Document and Availability
Working with Sandbox | Enterprise
Personalization and multilingual features
Enhancements to accessibility controls (coming soon)
This year, we have made a few more enhancements to visual accessibility.
- Focus ring: Highlights elements of focus on a webpage or user interface, making the element more prominent for users. It is particularly helpful for individuals who navigate digital content using keyboards or other non-mouse input methods, such as screen readers or voice commands.
- Skip navigation: Jump past repeated navigation elements to the main content area of the webpage.
- Custom cursor: By default, the cursor is arrow-shaped. Users can customize the size and color of the cursor.
- Toast notifications: Toasts are short and time-sensitive notifications used to display alerts, warnings, information, and success or failure messages. They appear in small rectangular boxes at the top-right corner of the screen. Users can set toast notification time and display preferences, including:
- The duration of notification display before auto-closure
- Whether to close warning manually and alert notifications
- Whether to display notifications as a stack or list
New languages
We have introduced three new languages to the list: Vietnamese, Arabic, and Hebrew, Zoho Desk now offers solutions in 23 global languages.
Help Document and Availability
Language preferences | All editions
Marketplace and Developer tools
Monitor API usage to make informed decisions
The API dashboard will provide a detailed visual representation of API usage patterns, including information on call volume, daily averages, and the top apps, services, custom functions, access points, and users. These statistics help in analyzing and monitoring API usage effectively.
Help Document and Availability
Working with API Dashboard | All paid editions
Locate important and relevant applications inside Tickets with the Extension Starter Pack
For quick navigation, the marketplace app can be accessed from the top bar. In addition, to facilitate improved decision-making, the system will display your most relevant apps right on the Tickets Detail page.
- Customer insights
- Ticket insights
- Print tickets for Zoho Desk extension
- Geolocation extension
- My Followed tickets
- Checklist extension
Help Document and Availability
Navigating extensions from placeholders | Standard and above
Mobile experience
Create dashboards and pin important items in the Radar app
Create dashboards using charts, graphs, tables, and other data visualization components to represent business data in a more comprehensible manner. Also, add the most-used dashboards to the dashboard grid for quick access from anywhere, at any time.
Pin frequently-accessed information, like filtered dashboard views, follow-up tickets, calls, or events to the top of your menu for easy access and quick action.
Help Document and Availability
Creating Dashboards in Radar App | Standard and above
That's a wrap!
Upcoming Webinars
We are planning to schedule webinars for all these release features soon. The upcoming webinars that you can register for are:
What's new in Zoho Desk - A 2024 Release Overview on 27th Feb, 2024 - Register here
Exploring Custom Modules in Zoho Desk on 1st March, 2024 - Register here
Please Note: All the new 20+ features will be released in batches in the next couple of weeks. Give them a try and share your feedback here. For further inquiries, you can write to support@zohodesk.com
Regards,
Anumita Gupta
User Education | Zoho Desk
User Education | Zoho Desk
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
Anumita Gupta
Sven
raantjes
Ash | Zoho Desk
mlewis
Sticky Posts
Using 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, Green2024 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 email
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
Passing the CRM
Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine whenCapture Stripe’s Customer ID
Does anyone know of a way to capture Stripe’s customer ID that is created when the form/payment is processed? I would like to have the customer ID stored in our CRM so we could utilize in some custom functions down the road.Shortcut to fill a range of cells
Good evening: I'm writing because I haven't been able to find a feature that allows you to select a range of cells, type in one of them, and then use a key combination to type in all of them. In Excel, the keyboard shortcut is Ctrl+Enter. I haven't foundExternal User onboarding for zoho connect is not really intuitive.
So the external user is sent an invite, which has a button that directs them to login to zoho to view the invite, but if they don't have a zoho account, they cannot access that invite, which seems kinda silly, as there is not real way on for them to createPlayback and Management Enhancements for Zoho Quartz Recordings
Hello Zoho Team, We hope you're all doing well. We would like to submit a feature request related to Zoho Quartz, the tool used to record and share browser sessions with Zoho Support. 🎯 Current Functionality As of now, Zoho Quartz allows users to recordBigin Android app update: Zoho Books integration
Hello everyone! We’re excited to introduce Zoho Books integration on the Bigin Android App. Once the integration is completed in the web(bigin.zoho.com), the Zoho Books tab will be visible in detail View of Contacts, Companies, and Pipeline records. TheIMAP Migration from Gmail
I have been trying to import my email from a Gmail server and keep receiving the following error. I have reduced the security, activated imap and no improvement. The link to the Google support item has not helped. Unable to connect to your account. PleaseYour Incoming has been blocked and the emails will not be fetched in your Zoho account and POP Accounts Click here to get unblocked.
When entering my account, this error is thrown at me, and I deleted a good part of my deleted messages, but I still can not unblock it, I would appreciate your help. reservas@lineasperutravel.comEmail login error
Login successfully but email page errorI want to add my other zoho account in same pc
why does zoho restrict me doing many things as i also want to add my second mail account bit its not allowing me to do thatRequest for Creating Multiple Email Accounts on One Mobile Number
Dear Zoho Team, I am planning to shift all my work-related communication to Zoho Mail because of its reliability and features. For my work, I need to create 3–4 separate email accounts for different purposes. Could you please confirm if it is possibleAutomatically Add Recurring Zoho Meeting Events to Zoho Calendar / Zoho Meeting Calendar
Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement regarding recurring meetings created inside Zoho Meeting. At the moment, when we schedule a recurring meeting in Zoho Meeting, it does not appear in Zoho CalendarSignature 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 marksUnable to Receive Emails on Zoho Mail After Office 365 Coexistence Setup – Error: 553 Relaying Disallowed
Hello, My domain name is bigniter.com, and I’ve been using Zoho Mail as my email service provider without any issues. Recently, I followed the steps outlined in the Zoho documentation to enable Coexistence with Office 365: 🔗 https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html#multi-servermail 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: ZohoUnify 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: ZohoUnify Overlapping Functionalities Across Zoho Products
Hi Zoho One Team, We would like to raise a concern about the current overlap of core functionalities across various Zoho applications. While Zoho offers a rich suite of tools, many applications include similar or identical features—such as shift management,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,CRM Mobile reports
When our engineers finish a job they like to email the customer a job report. This is best done todate as an email template but we can find no way to include an image field from that module. Is there any other options?why cant i access my email account. it keeps asking me for reverifiying my account by entering my password.
I cant access my account. it keeps asking me for reverifcaton by entering my password. once its entered it asks for it over and over.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?Problem with Writer and Workdrive
Hi team, I’m the super admin for our Zoho One org. WorkDrive is active, and Zoho Docs is deprecated for our org. However, Zoho Writer cannot connect to WorkDrive at all — we’ve cleared cache, tried incognito, and restarted several times. I was able toLite 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 tooHow to change a BAS that has been filed
I have discovered that a group of expense transactions were accidentally placed in a asset account rather than an expense account. As a result I need to adjust the transaction and consequently most of my BAS to correct the error. Because the BAS haveZoho Books | Product updates | August 2025
Hello users, We’ve rolled out new features and enhancements in Zoho Books. From the right sidebar where you can manage all your widgets, to integrating Zoho Payments feeds in Zoho Books, explore the updates designed to enhance your bookkeeping experience.Closing Accounting Periods - Invoice/Posting dates
Hi, I have seen in another thread but I'm unsure on how the 'transaction locking' works with regards to new and old transactions. When producing monthly accounts if I close December 24 accounts on 8th Jan 25 will transaction locking prevent me from postingFeature Request: Email Follow-Up Sequences Similar to Zoho CRM
I’m wondering if Zoho Recruit is planning to introduce a feature similar to the Email Automation – Follow-Up Sequences that is available in Zoho CRM. In CRM, this allows users to send a series of timed follow-up emails triggered by specific actions (forZoho Projects - Visual improvement to parent and sub-task relationship
Hi Projects Team, My feature request is to improve sub-task visibility. Please see screenshot below. I really think parent child relationships could be visually improved. Even if the first letter of the parent task was inline with other same level tasksZoho Projects - Task Owner filter at Project level
Hi Projects Team, The feature requests I would like to raise is the ability to create a custom view at the project level for projects with tasks owned by a user or users. For example "Ashley's Projects" custom view might contain a list of project in whichGood news! Calendar in Zoho CRM gets a face lift
Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activitiesCreate an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand forOption 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 toAPI Pagination Error: 'from' Parameter Limit
Hello, I am encountering an error while paging through the Zoho Desk API results: Status code: 422 - {"errorCode":"UNPROCESSABLE_ENTITY","message":"The value passed for field 'from' exceeds the range of '0-4999'."} Is 5000 the maximum number of recordsChanging 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?Old 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 inadvertentlySend mass email using my secondary email
Hello, When I send an email to just one person from Zoho CRM, a complete email editor appears, where I can choose which of my email addresses I want to use in the From field. When I send a mass email, there is not such option. I can only select the email template. When I configure an email template, I can choose who is in the From field, but I can't set it to use my secondary address. The only way to send a mass email using my secondary address that I can think of is swapping my two addresses inNext Page