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
Issues hosting Zoho Desk Web Form on SharePoint and/or Power BI
Zoho Desk onboarding support has no experience with embedding their web form in either SharePoint or Power BI. Microsoft states that SharePoint and Power BI only support iframe HTML. And unfortunately, the web form embed code that Zoho generates is not"Send with Zoho Sign" broken
Our company uses hyphens in our file name conventions. Our users have been sending the files from other modules with the "Send with Zoho Sign" shortcut in the upper right buttons. Since around June 10, 2024, this stopped working. Our users can send theNot able to change colors help center
Hi. How can I change the orange color in the help center? You can change everything besides this font color And how can I remove the part on the bottom?Transform Numeric Values using st, nd, rd, th or Convert Numerals to Ordinal Form - Deluge
Please Use this sample Code This_Day_Date = zoho.currentdate.toString("dd"); value1 = "th"; if(This_Day_Date.right(1) ="1" && This_Day_Date != "11") { This_Day_Date = This_Day_Date+" "+"st"; } else if ( This_Day_Date.right(1) = "2" && This_Day_Date !=Kaizen #166 - Handling Query Variables in Zoho CRM
Hello, Code Enthusiasts! Welcome to another week of Kaizen! This week, we'll dive into handling variables in Zoho CRM Queries and see how they can be deployed in Kiosk to dynamically retrieve data. This technique is especially useful for integrating dataAutomate User Invitations on Zoho Desk with API
Automate User Invitations on Zoho Desk with API Hello Team, We are excited to announce that you can now automatically invite users to the Zoho Desk portal using the API! ### How It Works For example, when a contact is created in Zoho Desk and you enableIs there a way to add clients who don't have organisation in Zoho Books/Payroll/Expense ?
The Zoho Practice software is only allowing a total of 15 such clients who are not organisations in Zoho Books/Payroll/Expense. i.e. 5 organisation in each of the software by creating a new organization for them and adding the accountant as the adminEmail with attachments saving attachments into Zoho CRM from Zoho Mail
Hi, I get a lot of emails from prospective clients asking if we would bid their project. Those projects usually have many documents associated with them that I link to. I would like to have those documents be saved as an attachment in my Potential or Contact or Account. I don't see a way to do that that isn't multi-step. As of now I do the following: 1.) Open email 2.) If email sender isn't in my Zoho CRM database I enter them creating a Potential 3.) I download the attachment and save it to a differentFixed assets recording
Hello there, I recorded a bill for a vendor contain (Computer) so the PC is a fixed assets, do I need to do a manual journal to include this PC under the fixed assets category (furniture & equipment)? If yes, please take me through the manual journalMulti-Select lookup field has reached its maximum??
Hi there, I want to create a multi-select lookup field in a module but I can't select the model I want the relationship to be with from the list. From the help page on this I see that you can only create a max of 2 relationships per module? Is that true?Zoho Sheet-Pulling in Data
I have a module where we track POs, Bills etc (its easier for us this way). In this PO Module, we have a task related to a Job/Deal and various fields for costs. A Supplier on a Job might have several POs in this module for the job. I want to generateCan't get ZFS file ID of a field via specific module record
I have a `fileupload` field on a custom module that I need to replace the file for but I don't know how to get the ZFS ID from the module record. # Getting the current fileupload GET https://www.zohoapis.eu/crm/v7/<MODULE>/<ID> # Response { data: [{ //Contemplating moving my site from WordPress to Zoho Sites
Hi Everyone, We currently find ourselves in a situation where we ant to review and update our current sites content. We are small business owners, not developers. We currently use a wide range of Zoho products. We sometimes think about the possibility of either moving or just starting from scratch on Zoho Sites. I would like to know if anyone has done this and of course the things that need to be considered. We have spent quite a bit of time getting our current site positioned organically and I guessMultiple Salesperson against an invoice
Hello, Against a particular invoice, we have multiple sales people working. The reason we combine the invoice is becuase we are an exporter and often consolidate cargo for our customer to save them freight costs. How do I capture the contribution of eachAllow a brand to connect multiple facebook pages at the same time
Our company have multiple facebook pages to represent, every branch, right now we can only link one facebook page, so we can only recive messages from one branch. It would be nice to be able to connect all pages.Whatsapp reply not reflected under Tickets for offline agent
Hi, We are encountering a situation where WA response from customer is not reflected under tickets (if the agent handling the case previously is not active due to off day/ MC). The ticket will remain in the offline agent's queue until agent is back toSelect CRM Custom Module in Zoho Creator
I have a custom module added in Zoho CRM that I would like to link in Zoho creator. When I add the Zoho CRM field it does not show the new module. Is this possible? Do i need to change something in CRM to make it accesible in Creator?Send Whatsapp with API including custom placeholders
Is is possible to initiate a session on whatsapp IM channel with a template that includes params (placeholders) that are passed on the API call? This is very usefull to send a Utility message for a transactional notification including an order numberIncrease Round Robin Scheduler Frequency in Zoho Desk
Dear Zoho Desk Team, We hope this message finds you well. We would like to request an enhancement to the Round Robin Scheduler in Zoho Desk to better address ticket assignment efficiency. Current Behavior At present, the Round Robin Scheduler operatesSeparate One-Time Mentions from Ongoing Ticket Following in Zoho Desk
Dear Zoho Desk Support Team, We are writing to request an enhancement to the mention functionality within Zoho Desk. Currently, when an agent is mentioned in a ticket, they receive notifications for all subsequent activity on that ticket, similar to beingMass update Accounts in Zoho Desk
We used the integration feature to bring in all of our accounts from Zoho CRM. While all of the names and links are in place, on the Zoho Desk side the email, phone, website, and address fields are blank. By going into each account I can select "UpdateVivaldi will not open the Zoho Mail app when I click a email link in the browser
I'm running Vivaldi on Arch with the Plasma desktop and have under default applications Zoho Mail set as my default email client. Whenever I click a email link in Vivaldi I get the below when it should be launching Zoho. Any ideas on rectifying this issue?Digital publisher
Kinetic Digital Publisher provides comprehensive digital publishing services, including eBook creation, formatting, cover design, and marketing. We help authors publish and promote their work across online platforms with ease.Time Zone Correction with Daylight Savings Time
Hey, I'm writing a series of reports where the source data is synced from an external source which stores the date/time information in GMT, but I want the reports to be in local time. Now, I understand there is the CONVERT_TZ function which allows meLoad form in iframe without header
I am trying to load a form into an iframe without the header, but I am not having any luck. I am using openUrl() to load the iframe with the form URL and zc_Header set to false, e.g. #Form:Add_Case?zc_Header=false but it is still loading the header. AnyFilter embedded report
How to filter embedded report in a page, below code is not working. dateField => startDate & dateField=< endDate The report should print on page containing records from startDate to endDate. params='zc_Header=true&Service_Date__gte=<%=startDate%>&Service_Date__lte=<%=endDate%>'Creator Simplified #5: Set file upload restrictions in Zoho Creator
Hey Creators, Welcome to the next post in the Creator Simplified series. Today, we’ll explore how to implement file upload restrictions to limit user submissions to specific file types. By implementing an allowed list for file uploads, you can optimizeField Type: Address, Change District/State to Dropdown with picklist??
Using the Address Field type, is there a way to make the District/State field be a dropdown with a picklist so the users can select rather than type the state name every time? I know this can be done if I use a drowdown field for the State (or entire address information), but that isn't as tidy as using the address field type. I apologize if this is a duplicate. I posted this question the other day, or so I though. Can't find that post.cutomized fields are not showing up in zoho creator from zoho crm
We have customized fields in zoho crm under accounts module like "Last production upgrade" --> This field is a date. When created a solution in zoho creator i couldn't find any of the customized fields. Would you please help me on this matter? ThanksHow to Add Bulk Data in Zoho Creator Forms Using Deluge Without Exceeding Execution Time Limit
I have a database form with a column named 'Product Name' containing 8000 values in a Zoho Creator form. In another form named 'Returns Data,' I have a column with the same name, 'Product Name.' How do I add these 8000 values to the 'Returns Data' formOpen New Free Zoho Account
Hi Team, Do you guys offer a free email hosting? I do have a domain already. If yes, what is the process to open the new account? Thanks,554 5.7.1 : Recipient address rejected: user info@intimspace.de does not exist
554 5.7.1 : Адрес получателя отклонен: пользователь info@intimspace.de не существует I can't send an email to Google at info@intimspace.de. An error comes. I entered everything correctly in DNS https://zohomail.tools/#domainDetails/intimspace.de/ALLEmails going back unread
Hi all, When in Zoho mail - when I recieve a new mail it puts back all emails read that day back to unread - I then have to go back through and open all emails I have already read! Gets very annoying... Any idea on the bug fix?Constraints on Tasks
We have a use case where we have certain fixed date tasks and need to schedule predecessor tasks around these. Predecessor tasks need to be completed with a lag before the fixed date. We should be able to schedule the start and end date for predecessorMoving Project Dependencies Not Moving Precedessors
Most of the time we want to base our start dates around an event that is in the middle of the project template. If I set a bar up at the date we want it, it doesn't move the predecessors up. Is there a way to change this? eg. there is no point startingCan you set task due dates to be "x" days before the milestone?
We have a milestone set as the date of our first event. All of the tasks need to happen in increments prior to the milestone event. Is there a way to configure this without having to set up each task due date? Thanks!Default ticket template in helpcenter
Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.Expanded data-capturing capabilities with enhanced tabular sections
We are thrilled to announce an update to Zoho Recruit that brings even more flexibility and customization to your recruiting process. With the addition of 10 new field types to the tabular sections, you now have the power to enhance your tabular sectionsIntegration of Business Hours in Email Templates
Dear Zoho Desk Team, We would like to propose a feature enhancement to Zoho Desk that would greatly improve the utility of the Business Hours settings and streamline communication with our clients. Feature Request: Integration of Business Hours in EmailAdd Owner to deluge-created module record note
Is it possible to include the "owner" aka "creator", of a Note when creating it via delulge? This sets "superadmin" as the Note creator. I need to override it. notemap = Map(); notemap.put("Parent_Id",program_contact_id); notemap.put("Note_Content",program_contact_data.get('Note'));Next Page