Check out the Release Notes for more details

• Zia: Content generation and writing assistance services
  
• Computational and analytical ability
  
• Agent productivity and reply readiness
  
• User inclusivity and help center security
  
• Improved ticket assignment and workflow
  
• Data administration: Audit logs and criteria-based exports
  
• Instant messaging and guided conversations
• Marketplace
  
• Enhancements in ASAP
  
• Mobile apps (Android, iOS, and Radar) 

Register here for the What's New Webinar on 22nd April 2025.

Computational and analytical ability

• Summary view: An overview of an agent's daily attendance, including their first login time, last logout time, total hours worked, and the number of sessions they conducted.
  
• Session view: A detailed breakdown of the login and logout times of each session. It provides insights into how often an agent logs in and out and the duration of each session.
  
  

• Resource management: Monitoring agent productivity can help managers understand agents' bandwidth and allocate tickets and tasks accordingly.
  
• Performance tracking: Measuring First Response Time (FRT) and Time to Resolution (TTR) can help identify underlying reasons for any delays and take necessary actions to improve resolution time.
  
• Goal alignment: By measuring FRT or resolution time, businesses can align support activities to bigger goals, such as quicker ticket closure, improved customer satisfaction, and a decrease in tickets. 
  
  

Agent productivity and reply readiness

• Agents can refer to the company's term insurances, plans, benefits, and payout details while addressing a customer issue from the ticket.
  
• The customer's exact location can be found using the correct coordinates in the navigation service URL.
  
• Agents can create a record or initiate a process in another tool, such as creating a project in Zoho Projects or filing a bug in JIRA.
  
  

User inclusivity and help center security

Data administration: Audit Log enhancements

• The Audit Log is now available for both the Contacts and Accounts modules. Admins can track the changes and actions performed in these modules to gain more visibility.
  
• The Detail view of the Audit Log is introduced to view and analyze all of the logs. Admins can track specific actions and events all in one place to gain more clarity instead of navigating back to each record individually.
  
• Audit log data can be exported in CSV format file for future reference. Read more
  

Instant messaging and guided conversations

Marketplace

Enhancements in ASAP

• Voice-to-Text Search: Android SDK customers can use voice-to-text search instead of typing.
  
• Comprehensive callback functionality: We've introduced callback events for Knowledge Base and Community interactions. These callbacks allow developers to track user engagement and integrate support usage data with their preferred analytics tools. This provides valuable insights for optimizing support content and identifying areas for improvement.
  
• Targeted content display: Support content can now be customized based on application screens and user contexts. For example, you can display a specific forum topic on a dedicated screen or show a particular ticket status on a ticket management page. This allows for a more tailored support experience.
  

Mobile apps: (Android, iOS, and Radar)

• Schedule and record calls (Android and iOS): The details of inbound and outbound calls can be recorded for transparency and tracking the agent's progress.
  
• Create stand-alone activities (Android and iOS): Individual tasks, events, and calls can be created without associating them with tickets, such as onboarding requests, service maintenance, and more. Activities can be sorted and viewed under system-defined list views or custom views.
  
• Customizing the list view in a custom module (Android): The list view in a custom module can be personalized by adding or removing the columns as needed. For example, in a custom module called Tour Packages, the users can select fields like country of travel, duration, package type, and visa requirements in the list view for easy access. The fields and layouts within a module can be rearranged, and the appearance and alignment of each card in the module can also be customized.
  
• Generate quick and accurate replies using Zia insights in IM chats (Android and iOS): Zia insights in IM chats will help agents understand complex queries by generating a summary of the chat session. Reply suggestions can also be generated to provide contextually accurate replies, reducing the time spent on drafting replies. The tone of the incoming message can be read using Zia insights, helping agents to align their conversation to that of the customer.
  
• Use Radar permissions to control who can use what in the app: Radar permissions let admins customize app access based on a user's profile. This way, users can access only the tools and data needed to discharge their duties. By removing distractions and reiterating responsibilities, Radar permissions help users collaborate while staying within the confines of their roles, enhancing overall efficiency and productivity.
  
• Make the Radar app follow your device's time zone: Empower agents to provide support from anywhere in the world using the Radar app. Its "Use Device Timezone" setting synchronizes the help desk application's clock with that of the agent's device. Consequently, agents can view all time-related data (e.g., created time, due time) in their local time, enabling punctual, well-timed responses.