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
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
Webinar 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, GreenEdit 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-important2024 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 emailAnnouncing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho Campaigns 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
Pre-fill TO and CC fields for Email Templates
This would be a game changer to be able to set either specific email addresses or merge fields based on deal role titles into email templates. Please pass this along to *hopefully* add to future features of Zoho CRM.Pick list - Cannot save list "Special Characters not Allowed" error message
Bulk uploading values. All values are pretty standard - with the exception of a "-" (dash). Like: Industry - Prepared Food Is the simple dash a special character too? JanFlow with CRM
Hello, I have a simple flow that uses a web hook to enter data into a Sales Order. I have the web hook sending Flow data which has a PO field. If the PO has a special character like - or / or \ the task fails. How can I get the flow to be okay with theMaking the Resolution Tab Mandatory
Hello Everyone! This edition is here to show you how to make the Resolution mandatory when closing a ticket. The Ticket Resolution tab helps keep a record of the solution provided for the ticket query. The resolution can serve as a quick reference toNotificación de cumpleaños
Hola: Se puede enviar alguna alerta de felicitación al personal que cumple años, que se dispare solo? Si existe como se puede hacer? SaludosAutomation#25: Move Tickets to Unassigned When the Owner Is Offline
Hello Everyone, Welcome to this week's Community Series! 'Tis the holiday season—a time when work often takes a brief pause. The holiday spirit is in full swing at Zylker Techfix too, with employees taking some well-deserved time off. During this period,Callback URLs
I need to connect to an external service through an API that requires me to provide a Callback URL so that a status update can be sent back when the API request has been processed. Is there a way to do this in Creator without having to use a middlewareEmail signature not being included if user creates ticket / sends email
When I create a ticket (send email), the signature doesn't appear to be added to the ticket. Can you confirm if this is the case? It would obviously be useful to include the user's signature even when sending a client an email and not only on replieZoho Notebook window ignores taskbar
When maximized to full screen, the Zoho Notebook window ignores the presence of the taskbar and overlaps it. What could be the problem? Linux Mint 22 Cinnamon. Zoho Notebook 3.2.0URL for job opening
I would like to ask you to add this feature to the product: create an unique url for each job opening on Zoho Recruit, so that I can add a link to it when I post the opportunity in a mailing list or on a forum.Document images
We used to be able to rotate the images but this has now been removed ???VENDORS ARE NOT SYNCHED WITH CONTACTS IN CRM
Hello, While the ACCOUNTS and CONTACTS (Including the primary contact) are synced with the CONTACTS module in CRM, the vendor's CONTACTS are not synced with CRM - which basically forces the users to re-enter all vendor's contacts twice and then updateInvolved account types are not applicable when create journals
{ "journal_date": "2016-01-31", "reference_number": "20160131", "notes": "SimplePay Payroll", "line_items": [{ "account_id": "538624000000035003", "description": "Net Pay", "amount": 26690.09, "debit_or_credit": "credit" }, { "account_id": "538624000000000403", "description": "Gross", "amount": 32000, "debit_or_credit": "debit" }, { "account_id": "538624000000000427", "description": "CPP", "amount": 1295.64, "debit_or_credit": "debit" }, { "account_id": "538624000000000376", "description":KB Templates
* It would be nice if Zoho can provide users an option to create custom templates for KB articles. Also, it would be nice as well if the users can have an option to 1.) select a default template and 2.) declare default tag/tags, for KB articles created through Ticket's resolution.Zoho CRM Reports Module on Mobil App
I have the mobile app and the reports module doesn't appear in the sidebar for some reason. I saw a Youtube video where the user had the Reports module on mobile. Is there a setting to show it on mobile? Thanks.Contacts Don't Always Populate
I've noticed that some contacts can easily be added to an email when I type their name. Other times, a contact doesn't appear even though I KNOW it is in my contact list. It is possible the ones I loaded from a spreadsheet are not an issue and the onesZoho Projects Android app update - List view enhancement
Hello, everyone! In the latest android version(v3.9.15) of the Zoho Projects app update, we have enhanced the List view of tasks. We have also introduced a complete scroll of the tasks in the list view without scrolling the task fields(status, start date,On the US Data Centre rather than the UK but dont know how to migrate it
We have a new staff member with an external email address and cant add them to Zoho chat - we have been told its becuase we are in the UK but on a US Data centre - we therefore need to change it but no idea how to can anyone else as we are going roundZoho Sheet Custom function column showing Error #EVAL!
Hello I have a custom function in Zoho Sheet developed to convert a date time from one time zone to another. The custom function takes date and time columns and then using subHour( ) converts the time to PST time. However, though the custom function works,How to add a Data Updated As Of: dynamically in text?
I need to add a "Data Updated As Of" in the dashboard to show when was the last date the data was updated. I tried to create a widget but it does not look really good, see below. Is there a way I can do this through the text widget and update it automaticallyCreate Your Own Issue Management System
Effective issue management is a cornerstone of project success. Every bug or issue, no matter how small, needs to be tracked and resolved in time to maintain project momentum. In this post, we’ll explore how an issue management system in Zoho ProjectsResource utlisation
Dear Team, We use the excel for the weekly predicted people utilization how the resource are allocated , is there any way that i can use any of the zoho products.Ask the experts - A live Q & A discussion on Zoho Recruit
We are delighted to come back with another edition of Ask the Experts community series. This edition, we'll be focusing on everything about Zoho Recruit. The topics will focus on the features that are used/asked by the majority of users and also basedBug - OTP (email) and No Duplicates
Scenario: Form with an email field, Validation: "No Duplicates" (because I want to ensure 1 entry per email). Embedded form into website (JS option). Enabled email based OTP. 1st test (via my website) - entered my email address - sent OTP - entered pin,Personal Facebook page posting instead of Business Page
I have a Facebook page that is associated with my Personal Profile and I am the Admin of that Page. I would like to schedule and Post to my Personal Page not the Business Page. Each time I try to connect to the "Page" it takes me to the Business Page. Is there a way of connecting to my personal page?Fixed asset management
I want to know if there is any individual module for fixed assets managementRecording depreciation of fixed assets as a percentage of residual value
In India, fixed assets are depreciated as a percentage of their residual value at the beginning of each fiscal year. I went through the documentation for creating recurring journal entries, but could only find ways to depreciate by a fixed rupee amountFunction #28: Automatically calculate Customer Loyalty points
Hello everyone, and welcome back to our series! Today, we're excited to share a workflow designed to streamline the management of loyalty points. Many businesses offer incentives or rewards in the form of loyalty points to their customers as a way toFunction #6: Calculate Commissions for paid invoices
Zoho Books helps you automate the process of calculating and recording commissions paid to sales persons using custom functions. We've written a script that computes the commission amount based on the percentage of commission you enter and creates anHow to Add Product SKU in Invoice?
How to Add Product SKU in Invoice?Tracking movement between departments
I've been developing a reporting system in Zoho and one of the groups I want to develop a report on primarily moves tickets from department to another. Is there a way to set up the reporting on Zoho (or Zoho Reports) that can tell me the number of ticketsZoho CRM Calendar View
Hello Zoho team, We need desperately a calendar view next to list, kandan and other views. I think it should be easy to implement as you already have the logic from Projects and also from Kanban View in CRM. In calendar view when we set it up - we chooseCall transcrition working for ringcentral?
I don't see anything about what telephony providers can be used. The Zoho support person A said that RingCentral isn't supported. Zoho support person B said that it works, just make sure the call recording link works. Excellent instructions here: CallWhat is syntax to call creator function (or trigger a creator workflow) from CRM deluge?
What is syntax to call creator function (or trigger a creator workflow) from CRM deluge?WhatsApp and Zoho Creator Integration
How we have integrate WhatsApp App with Zoho Creator without using external application ?Improve Creator Calendar Report
Please can you improve the Creator Calendar Report General There is no way to highlight certain days, for example weekends or public holidays. There is no way to hide certain days, for example weekends. There is no way to modify the day header, it justImportant updates to Zoho CRM's email deliverability
Last modified on: Jul 24, 2024 These enhancements are released for all users across all data centers. Modified on: Oct 30, 2023 Organisations that are in the Enterprise and above editions of Zoho CRM, and have not authenticated their email-sending domainsCustom modules not showing in developer console
I'm trying to create a custom summing function for a custom module I made in my CRM. When I go to create the function, my module isnt showing up. Do I need to share the custom moldule with my developer console or something of the like?Chart with Filtered Data vs Unfiltered Data
I am looking to create a chart view that displays the full data set vs a subset of the data filtered by user filter. However I do not seem to find any method by which to exclude a plot from the applied filter or any other method by which to display theMeetups Gratuitos Junio 2024 - Profundiza en las funcionalidades de tu Zoho CRM
Este junio, aprende a sacar el máximo provecho de tu Zoho CRM en la segunda edición de los Zoho Meetups 2024. Los días 18 a 21 de junio, Zoho organiza los Meetups gratuitos para usuarios de Zoho CRM en Valencia, Barcelona, Madrid y Sevilla, donde expertosNext Page