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              • Announcements

              • Zoho Desk iOS app update

                Hey Zoho Desk Community, In the latest iOS (v2.8.3) version of the Zoho Desk mobile app, you can now respond to customer requests that come in through Instagram Posts and Direct Messages. This update also provides support for replying directly to specific
              • We're revamping how you name custom fields.

                Dealing with APIs and custom fields on a regular basis can prove to be tricky. When you create custom fields using an API in the back end, these fields are replicated in the GUI of your Zoho Desk modules. The labels your developer gives to every custom
              • Assign tickets to agents in a defined sequence

                Hello everyone! Assignment rules in Zoho Desk provide an automated mechanism to distribute tickets among agents based on predefined criteria. This ensures a streamlined and efficient way to manage customer requests. Currently, there are two types of rules:
              • Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings

                Hi All, We have some helpful new features to highlight in Zoho Desk's IM module. Set your status as online or offline Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical features
              • Automation #3 - Auto-sync email attachments to tickets

                This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk.   Most of our customers use email
              • Most Discussed Topics

              • Problem on a Workflow

                Hi all, based on this answer: https://help.zoho.com/portal/en/community/topic/loop-with-other-ticket-system we have a problem if the process includes multiple criteria (see the screenshot): If we have only point 1 and 2, the workflows works properly.
              • Removing new sparkles next to the setup/gear button

                Is anyone else annoyed by those new sparkles next to the setup/gear button on the top right of your zoho desk screen? I would like to get rid of them but I asked a customer service rep and they said they're permanent now.
              • Using SMTP to manage outgoing email via an O365 shared mailbox

                We use Microsoft 365 and would like to start using their SMTP to manage outgoing emails for our various Zoho departments. The issue we're running into is authentication - since each department is built using a shared mailbox, and shared mailboxes don't
              • How do i send an automated email 10 days after closing a ticket

                I am trying to set up an automated email to the customer a set period after the ticket is closed. I have created the email template, but i cannot work out how to set the trigger to send this out. Can someone point me in the right direction please? If
              • Automatic ticket owner assignment for email response - workflow is not triggered

                Hello, If a completely new ticket is answered via e-mail, the current user is automatically set as the ticket owner. However, this action does not trigger the workflow... Trigger: Criteria:

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                                                                                • Sticky Posts

                                                                                • Announcing 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!
                                                                                • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

                                                                                  Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
                                                                                • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

                                                                                  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
                                                                                • Announcing the Happiness Rating 2.0!

                                                                                  Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.    Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
                                                                                • 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 service

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