Conditional branching in Zoho Desk with Automation Studio
Hello everyone, We are introducing conditional branching that will allow businesses to manage complex, multi-condition workflows for customer service processes using Automation Studio. The primary goal is to create multi-branched logic in a single rule.
Master Zoho Desk through the Virtual Classroom Training (VCRT)
Hello Everyone, This month's Virtual Classroom Training (VCRT) is for Zoho Desk users in APAC and India. Zoho Desk offers an expert-led 4-day Virtual Classroom Training (VCRT). The training covers configurations, automations, and ways to streamline Zoho
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Eliminate duplicate tickets in one department using Email Deduplication
Hello everyone, A department can have multiple email addresses designed for different purposes for example, support@zpad.com and help@zpad.com. When a customer sends an email or thread response to both addresses, or includes both in the To, CC, or BCC
Ask the Experts 32: Managing Privacy, Security, and Data Administration in Zoho Desk
Hello everyone, As organizations increasingly rely on AI, machine learning, and automation, there are pressing questions around privacy, security, and data governance. Every customer interaction involves sensitive business information, whether it's troubleshooting
Building Extensions #3: Setting up the development environment and building extensions for Zoho Desk
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace. Welcome back, Developers! With our previous post on the basics of extensions and the scope of building them,
Radar App for Zoho Desk: New Features to Run Your Help Desk From Anywhere
Radar has always given you the most critical parts of your help desk, wherever you are. And it's always done it the same way: fast, and built for the kind of decisions that can't wait. This update brings more of Zoho Desk into that experience. Contacts,
How to show product cards in your chatbot
Hey everyone, If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick. There will be no images, no specs,
Make your IM workflows smarter: Automate sessions and personalize responses
There are two simple ways to make IM workflows more efficient: automate how sessions are handled and personalize how agents communicate. Here's a look at both. 1. Automate IM session updates with the API The Update an IM Session API lets you update session
What’s New in IM: Shared Phone Number and 1,000 Templates
Instant Messaging continues to evolve in Zoho Desk, giving teams more flexibility in how they manage WhatsApp conversations and messaging workflows. Here are two capabilities worth exploring. 1. Manage WhatsApp conversations across Zoho services using
Three new ways to manage Instant Messaging in Zoho Desk
Managing IM conversations isn't just about responding to customers. It's also about getting each conversation to the right team. Here are three updates in Zoho Desk that can help with exactly that. 1. Transfer IM tickets across departments Sometimes a
Smarter holiday planning with yearly-specific Holiday Lists
Hello everyone! Managing holidays and business hours is now easier and more efficient. Holiday Lists now support holidays that fall on different dates every year, while business hours now supports more than one holiday list. This helps businesses manage
Join the Zoho Desk Virtual Classroom Training (VCRT)
Hello everyone, Have you heard about Zoho's Virtual Classroom Training (VCRT)? Zoho Desk's Virtual Classroom Training offers end-to-end training for Zoho Desk users. Join the VCRT and get hands-on guidance for setting up Zoho Desk and getting your business
Protect backed up and exported data using password encryption
Hello everyone, Protecting live data is crucial for any organization or product, as it contains sensitive customer information. However, protecting data does not end within the platform. Backup and export files often contain sensitive information and
Five Guided Conversations Updates in Zoho Desk
Hello everyone, Guided Conversations is getting updates that make it easier to create more inclusive customer experiences, retain important conversation context, customize your widget, keep track of changes, and connect with external services. Here are
Knowledge base: The nitty-gritty of SEO tags
A well-optimized knowledge base with great SEO can benefit your company by allowing customers to find help articles and support resources using search engines. This enables customers to quickly and efficiently find the information they need without direct
Action required: WhatsApp now uses BSUID as the primary identifier
Important If your support team uses WhatsApp to engage with customers, there is an important platform change you need to know about. BSUID support is now mandatory for all WhatsApp Business Platform partners and businesses. WhatsApp is introducing usernames,
Final Notice: Migrate Your ASAP Mobile SDK by August 31
Alert August 31, 2026 is the deadline. After this date, older ASAP Mobile SDK versions will no longer work with the ASAP Help Widget. If your app hasn't been migrated to a supported SDK version, users will no longer be able to access the ASAP Help Widget
Elevate your Radar experience: Best practices part 3
In the Spotlight: Zoho Desk's Radar app Customer support requires human intelligence combined with emotional intelligence. How about these coupled with contextual intelligence? These elevate the customer support experience. When providing support through
Introducing the new Fields API
Hello everyone, Greetings from Zoho Desk's API corner! With the rising need for integrations to connect multiple tools in businesses, APIs need to be adaptive, reliable, consistent, and ready for dynamic operations. To support better performance, efficiency,
Elevate your Radar experience: Best practices part 2
In the Spotlight: Zoho Desk's Radar app Hello Everyone, In part 1 of Zoho Desk’s Radar app best practices, we explored role-based permissions, exceptions handling for critical alerts, daily toasts for a quick view of tickets, and landscape reports for
Ask the Experts 31: Improving support performance with reports and dashboards
Hello everyone, Join us for the next Ask the Experts (ATE) session! Ask the Experts is an opportunity to connect with people who have deep knowledge of Zoho Desk. Let's look at the topic we're focusing on this month. Just as we rely on the right tools
WhatsApp Business Message Pricing Update: Effective October 1, 2026
Hi everyone, Starting October 1, 2026, Meta is updating how WhatsApp Business messages are charged. This guide explains the new per-message pricing model, how message categories work, and what changes for service messages specifically. How Meta charges
Reach us through our official support channels
Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity. We are happy and ready
Zoho Desk Android app update: Manage Custom Module records, View Record Counts for Sub Modules.
Hello everyone! We have introduced an option to add, edit and delete Custom Module records within the Zoho Desk Android app. Now, you can also view the record counts for sub modules (Time Entry, Attachments, Activities) in the ticket details screen. Please
Zia AI capabilities now available in all paid editions
Hello everyone, We are expanding the availability of AI-powered features in Desk to the other paid subscriptions from 7th July 2026. Right now, the following AI-based features are available for Enterprise edition users: Intelligence: Sentiment analysis,
How emojis shape customer conversations
World Emoji Day is celebrated on July 17. Did you know that this date was inspired by the 📅 calendar emoji, which shows July 17 on most platforms? What started as a detail in the emoji's design has turned into a global celebration of these tiny emoticons.
Export Tickets from the Help Center
Hello everyone! We are now allowing end users to export tickets directly from the help center. The ticket export allows users to: Filter tickets by Department, Priority, and Account before exporting. Download files from Export History (Setup > Data administration
Zoho Desk Android app - Option to set an email template as default
Hello everyone! We have enhanced the Email Template section in our app by introducing the ability to set a template as default directly from the Zoho Desk Android app, making it easier to access your preferred template without repeated manual selection.
Zoho Desk Android and iOS app update: Odia Language
Hello everyone! We have now brought in support to access the Zoho Desk app in Odia language. Please update the app to the latest version directly from the Play Store/ App Store or using the links below: Zoho Desk - Play Store Zoho Desk - App Store Once
Zoho Desk: Mobile Updates | Q2 2026
Hello everyone, Greetings! As we have reached the end of Q2, here's a quick look into everything released during the second quarter of 2026. We've introduced several enhancements to help support representatives work more efficiently, with improved access
Incoming Threads Report
From data to decisions: A deep dive into ticketing system reports Customers raise questions and issues through multiple channels, such as email, chat, or tickets. To monitor the number of queries received on a specific day from each channel, leads can
Build multiple sandboxes to test, validate, and deploy independent cases
Hello everyone, When multiple departments operate within the same system, parallel testing often becomes essential. Each team may be working on separate configurations, workflows, or automation rules at the same time. Without a way to isolate these configurations,
The ripples of social media transforming customer support
We are here. Follow us here: Zoho Desk on X Facebook Instagram LinkedIn Youtube Advancements in the internet and gadgets have made social media accessible from anywhere, all the time. You need to keep up with your customers' online habits, because every
Managing visibility and focus in Zoho Desk using accessibility controls
Hello everyone, Support teams rely on interfaces that are easy to read, navigate, and interact with. To make Zoho Desk more inclusive and accessible for users with diverse needs, additional accessibility improvements have been introduced to enhance text
Manage WhatsApp conversations across Zoho services using one phone number
If your teams use multiple Zoho services to handle different business functions, such as support, sales, or other Zoho tools, you might have asked this question: Can we manage all WhatsApp conversations using the same business phone number across these
Enabling OIDC Authentication for Help Center
Hello everyone, When multiple users access the help center, managing authentication securely can be challenging. To simplify this, organizations can enable OpenID Connect (OIDC) authentication for the Help Center. OIDC allows users to sign in with their
Users can now notify the contact while adding a 'Resolution' to the ticket.
Hello, In the latest version of the Desk iOS mobile app (v2.6.4), users can now notify the contact while adding a 'Resolution' to the ticket. Also, the 'Resolution' UI has been tweaked to support edit and delete option. Please update the app either
Ask the Experts 30: Automating your support operations
Hello everyone, Welcome to Ask the Experts (ATE) 30! We're back with another round of text-based discussions. Customer support, the lifeline of every business, is about helping customers and gauging customer satisfaction. More than fixes, customers expect
Zoho Desk iOS app update: Filter and Timeline feature on the Tickets module
Hello everyone! We have introduced a Filter option in the ticket module to help you to refine the ticket listing based on specific criteria. You can now create and edit saved filters to easily manage frequently used filter configurations and access them
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