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
Analytics for notes created
Is there a way I can see how many notes were created per day? Via reporting or analytics?Add Custom Reports To Dashboard or Home Tab
Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! ChadCannot update Recurring_Activity on Tasks – RRULE not accepted
Hello, I am trying to update Tasks in Zoho CRM to make them recurring yearly, but I cannot find the correct recurrence pattern or way to update the Recurring_Activity field via API or Deluge. I have tried: Sending a string like "RRULE:FREQ=YEARLY;INTERVAL=1"Add image to report...
Greetings, I send a weekly color coded report via Creator email. I would like to add the legend somewhere in the report. Header, footer where ever. I have the legend saved on Google Drive and can access it via shared link. Sure someone has wanted to addMore controls for User Fields in CRM
Dear All, We are here with a minor but crucial enhancement to the user fields—now set accessibility permissions to the records for user field. User field allows you to extend co-ownership of records to your peers. You can collaborate with them for certainCalls to accounts rather than leads or contacts?
So..... We have a dilemma and I'm hoping someone has encountered this before and figured out a fix. We have just migrated to Zoho. It's great.....expect for how "Calls" are handled.... We are B2B. We do not use the leads module. A "Lead/Prospect" forImage Upload Field | Zoho Canvas
I'm working on making a custom view for one of our team's modules. It's an image upload field (Placement Photo) that would allow our sales reps to upload a picture of the house their working on. However, I don't see that field as a opinion when buildingPower of Automation :: Automated 'Delayed & Closed' Status Update Based on Due Date
Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automateLead Blueprint transition in custom list view
Hi, Is It possible to insert the Blueprint transition label in a custom Canvas list view? I am using Lead module. I see the status, but it would be great if our users could execute the Blueprint right from the list view without having to enter the detailedRange names in Zoho Sheet are BROKEN!
Hi - you've pushed an update that has broken range names. A previously working spreadsheet now returns errors because the range names are not updating the values correctly. I've shared a video with the support desk to illustrate the problem. This spreadsheetgetting error in project users api
Hello, I'm getting a "Given URL is wrong" error when trying to use the Zoho Projects V3 API endpoint for adding users to a project. The URL I'm using is https://projectsapi.zoho.com/api/v3/portal/{portalid}/projects/{projectid}/projectusers/ and it'sCan Zoho Flows repeat Actions more than once?
I'm attempting to make an intentional Zoho Flow loop using the below layout. However, when "WithinLimit" condition is met, the program fails to execute the action "Get & Add Request Co..." again. Is this by design? Is Zoho Flows unable to repeat actionsHas anyone integrated SMS well for Zoho Desk?
Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thingpopulate email address and name in zoho desk?
Is it possible to populate the email address and name in the zoho desk widget? We only use it in the context of an authenticated user, so we already know the user's name and email. Thanks,Are there default/pre-built dashboards in Zoho Desk?
Hi, I am looking for some pre-built dashboard templates in Zoho Desk, similar to what we can find in CRM/Projects, etc Thank youEnable Locations for Expense
Hi, please enable Locations (ex Branches) for Zoho Expense so that there is consistency between this app and Zoho Books. Thanks in advance.Adding branded signature to tickets reply
Hi, i am unable to figure out how to add signatures with logo to tickets reply. please advice .Zoho Marketing Automation 2.0 - Landing Page function not working
Dear Zoho Team, I am working on implementing Zoho Marketing Automation 2.0, and am now looking into the section "Lead Generation". If I open the "Landing Pages" section, I immediately get an Error code: Error: internal error occurred. Can you help meWebDAV / FTP / SFTP protocols for syncing
I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful if you implemented standard protocols such as WebDAV / FTP / SFTP so that alternative inc clients can be used.Zoho Mail Android app update: Manage folders
Hello everyone! In the latest version(v2.9) of the Zoho Mail Android app update, we have brought in support for an option to manage folders. You can now create, edit, and delete folders from within the mobile app. You can also manage folders for the POPHow to share ticket numbers across different ticket types
I'm running an event and have three different ticket types. Add on Event + Main Event - Early bird Main Event only - Early bird Add on Event only - Early bird And Standard class - shown but not available until early bird finishes Add on Event + Main EventAdding Social Media Buttons to Basic Campaigns
Hi, I'm quote new to using Zoho Campaigns and I can't work out how to add Social Media Buttons into my basic campaign? In MailChimp there's a button that brings the icons into your campaign for you. I've tried adding the social media icons as 'buttons' in Zoho but it's not looking great. Can anyone help? Thanks!Hide Inactive Social Sign-In Providers from Login Screen
Hello Zoho Team, We hope you are doing well. Currently, Zoho One allows admins to configure security policies and enable or disable Social Sign-In options for third-party providers such as Apple, Google, Microsoft, LinkedIn, Yahoo, Twitter, Facebook,Zoho Cliq not working on airplanes
Hi, My team and I have been having this constant issue of cliq not working when connected to an airplane's wifi. Is there a reason for this? We have tried on different Airlines and it doesn't work on any of them. We need assistance here since we are constantly[Free Webinar] AI Agents in Zoho Creator - Creator Tech Connect
Hello Everyone! We welcome you all to the upcoming free webinar on the Creator Tech Connect Series. The Creator Tech Connect series is a free monthly webinar that runs for around 45 minutes. It comprises technical sessions in which we delve deep intoDownload All Attached Files
It would be extremely useful to have "download-all" functionality for downloading files attached to a task, subtask, comment, forum post or hosted in the "Documents" section etc. We've instructed our users to zip multiple files prior to uploading, but of course they forget all the time. Having to download lots of files one-at-a-time off a comment or task wastes a lot of time.Ship via Carrier Not Working Since Commerce Update
Since the recent update to the Commerce platform, I can no longer use the ship via carrier function. It will take me to the address screen and let me verify them but when I go to save and move tot he next screen it will not do anything. This is happeningautomations: Can I execute a step on a specific date?
I have created a form in Zoho forms, and created a contacts list. I have also begun setting up an automation with the intention of sending the form to the contact list on a specific date every month (via email) for the entire year (essentially sendingZoho Expense - The ability to add detail to a Trip during booking
As an admin, I would like the ability to add more detail to the approved Trips. At present a requestor can add flights, accommodation details and suggest their preferences. It would be great if the exact details of the trip could be added either by theAdding Folders in Android App
Is it possible to create a new email folder within the Zoho Mail Android app? Or can this only be done from the desktop version of Zoho Mail? Cheers!Schedule Exports for Regular Project Updates
Tracking project data often means exporting data at regular intervals. Instead of manually exporting data every time, users can schedule exports for Phases, Tasks, and Tasks in Zoho Projects. These exports can be set to run once, daily, weekly, or monthlyQuestion about custom fields using Pivot Tables.
I have created a pivot table showing annual revenue of a client and how much payment that client is paying my company. Is there a way using pivot table to add an additional field that subtracts those to fields / shows me a percentage of that difference?Request for Light/Dark Mode
Would love the ability to switch between Light and Dark mode similar to Zoho CRM. https://help.zoho.com/portal/en/community/topic/introducing-dark-mode-light-mode-a-new-look-for-your-crmSignature field is showing black
Hello, When customer signed the service form, it is showing as below picture Phone model: iPhone 16 Pro We tried delete and install application, but it not solved. This has on phone of a few person. There is any advice to solve this?Journey Email - Ignored Contacts
I have a journey setup which simply sends a string of emails over time. For some reason I am getting large amounts of the contacts who enter the first email being ignored and I can't find anywhere in reports or audit logs why these contacts are notInvolved 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":Zoho Books - Include Payment Terms as a Custom View filter
It would be great if you could created a custom view based on Payment Terms. This would be really handy for seeing a list of customers who have credit terms. A workaround is not required. I could do something with a creditor checkbox, but it would beHow to update changed purchase account of item in invoice
I have selected the wrong purchase account for various articles and created invoices. I had to adjust the purchase account in the article afterwards, but the old purchase account is still posted in the transaction-journal of the invoice. To adjust theHelp - Zoho CRM notification on mobile (IOS/Android)
Hello Community! Can I get the IOS/Andoid CRM app to notify me of events, calls, etc. due as I can with MANY other apps? I am running the free Zoho I would like this to be native to the Zoho CRM app. I do not want to write a sep. mobile appZoho Books Idea - Include another field in Bank Details for Address
Hi Books team, Currently use the Description field in the Bank Details to store the bank's address. This works fine but it would be great if you could add another field for Bank Address, so that other notes about the bank account could be stored in theNext Page