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                                              • Zoho Desk: Q1 2025 | What's New

                                                Hello everyone, Our first release for the year 2025 is here! Check out the Release Notes for more details The diverse capability of AI and its avatars has been the center of attention lately, and we've made some significant strides in this area. We now
                                              • Ask the Experts 19: Live Expert Panel Discussion - Inside Zoho Desk Spring Release 2025

                                                Hello again! Have you ever needed quick insights into key indicators to help manage and streamline specific operations? Have you started using AI to enhance your customer service in Zoho Desk? From configuring simple bots using Guided Conversations to
                                              • Second Insight - Let's talk Layouts

                                                The Wheels of Ticketing - The Desk Stories Let's talk Layouts What are layouts? Layouts refer to the arrangement or design of elements in a space, whether on a physical surface, like a room or a piece of furniture, or in digital contexts, such as web
                                              • Android and iOS Feature Updates

                                                The Zoho Desk mobile app (Android and iOS) provides agents with a platform to serve their customers from anywhere and at anytime. We are happy to introduce a few enhancements in the mobile apps that will support the users to be more productive and streamline
                                              • Monitor Ticket Transition Through Lifecycle Report

                                                Hello everyone, We have introduced lifecycle report under the pre-defined or static reports to provide better visibility of ticket transitions. For more information kindly refer to the help doc: Monitoring Ticket Transition with Lifecycle Reports Importance
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                                              • Zoho Desk blank page

                                                1. Click Access zoho desk on https://www.zoho.com/desk/ 2. It redirects to https://desk.zoho.com/agent?action=CreatePortal and the page is blank. Edge browser Version 131.0.2903.112 (Official build) (arm64) on MacOS
                                              • Enable Snippets and/or Templates option in outgoing Emails

                                                Hi, Currently Snippets and/or Templates are only available in reply emails but not when creating new outbound emails: https://help.zoho.com/portal/en/kb/desk/ticket-management/ticket-replies/articles/sending-emails-and-converting-it-to-a-ticket Since
                                              • B2B2B SaaS: How to visually identify affiliate-referred clients in Zoho Desk ticket listings?

                                                We're using Zoho Desk standalone (without CRM) for our B2B2B SaaS company, where we support both direct clients and their end customers. Challenge: We need agents to visually identify tickets from clients who were referred by specific affiliates directly
                                              • How to identify a ticket merge through Webhooks?

                                                The ticket merge functionality moves all Threads and Comments from one Ticket to another. I want to identify this action to correctly apply these changes on my application end. Currently, my application only receives a Ticket_Update notification for the
                                              • Train Zia answer bot on only part of Knowledge Base?

                                                We are trialing Zia answer bot and hope to use it on the knowledge base to help our users find the information they are looking for. I have found how to train Zia on the entirety of our knowledge base. But is there a way to train it on only certain categories

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                                                                                                            • 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
                                                                                                            • 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 about
                                                                                                            • Edit 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-important
                                                                                                            • 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
                                                                                                            • Customize 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, Green