Create an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand forZoho Desk iOS app update: UI enhancement of picklist and multi picklist fields
Hello everyone! We have enhanced the UI of the picklist and multiselect picklist fields on the Zoho Desk iOS app to provide a more refined, efficient, and user-friendly experience. We have now supported an option to Search within the picklist and multiselectZoho Desk iOS app update: Revamped scribbles with Apple pencil kit
Hello everyone! We’re excited to introduce a revamped Scribble experience, rebuilt from the ground up using Apple PencilKit for smooth strokes, proper scaling, and seamless image uploads. Please update the app to the latest version directly from the AppZoho Desk Android app update: Norwegian language support
Hello everyone! In the most recent Android version of the Zoho Desk app update, we have brought in support to access the app in Norwegian language. We have introduced the Norwegian language on the IM module of the Zoho Desk app as well. Please update2025 Ask the Experts sessions wrap-up : Key highlights from the experts
Here is a rewind journey of our Ask the Experts (ATE) Sessions, where we brought you expert insights and practical best practices together in one place. This recap highlights the key takeaways, learnings, and best practices from all these sessions soUnwrapping the best practices for the Zoho Desk mobile app: Part 1
In focus: Empowering the field and frontline customer support representatives Imagine having to carry your computer everywhere to respond to customers, handle escalations, and update your process. This series presents you with efficient tips to handleManage customer access across multi-brand help centers
Hello everyone! Managing customer's access across multiple brands has been streamlined with the ability to invite, reinvite, approve, reject, and deactivate contacts individually for each help center brand . This enhancement gives administrators preciseNarrative 16: Simplify with workflows
Behind the scenes of a successful ticketing system: BTS Series Narrative 16: Simplify with workflows What is a workflow? A workflow organizes business tasks in a defined sequence that makes each step clear to all participants. This ensures work is completedMaintain knowledge base integrity by moderating article comments
Hello everyone, A knowledge base provides a self-service platform where customers can refer to articles, user manuals, and other resources to learn about the company's products or services and troubleshoot problems. Often, readers leave a comment on theIntroducing 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-childZoho OAuth Connector Deprecation and Its Impact on Zoho Desk
Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho servicesExport 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 administrationScale up your writing style with content analysis tool in Knowledge Base
Hello everyone, Sometimes writers may have strong knowledge about the subject but may find it challenging to articulate clearly or produce comprehensible, jargon free content. To make the process easier and to ensure consistent, high-quality articles,Ask the Experts 26: Brighten every customer interaction with Zoho Desk all year long
Hello everyone, Greetings and welcome to Ask the Experts 26. As we wrap up 2025, we are excited to invite you to the 26th episode of our Ask the Expert series. 🎄The Merry Metrics Edition = Best of Zoho Desk [Best Practices + Holiday Automation + Year-EndSimplify Mass Replies with Predefined Templates and Snippets
Hello everyone, We are happy to introduce a new enhancement to Mass Reply that helps agents respond to customers quickly and consistently. With the addition of Email Templates and Snippets in the reply window, agents can use predefined messages whileImportant update about notification security in Business Messaging SDK
As part of our ongoing effort to strengthen the security of notification data, we have enhanced how notifications are processed and protected in our applications. These improvements ensure that all notification related data follows the most up-to-dateBuild smarter Guided Conversations with Fork Blocks
When your customers arrive on your support channel, they're not there to explore. They are usually confused and stuck while trying to fix something important. We understand how stressful that moment can feel and we want your bot to make things easier,Accessibility controls and multilingual captcha authorization for Help Center users
Hello everyone, As part of our ongoing effort to improve user experience, we are excited about the accessibility controls and predefined accessibility personas added in the Help Center, similar to what is already available in Zoho Desk. Help Center usersRecord history and ticket interaction tab in contacts and accounts
Hello everyone! We have improved the History tab to help users trace updates in the interaction activity logs of the Contacts and Accounts detail pages in the Customer Module. This enhancement make it easier to get clear details about who made each update,Popular Articles Report
From data to decisions: A deep dive into ticketing system reports Content management teams can use various metrics to assess the effectiveness of knowledge base articles, improve content quality, and ensure articles are regularly updated. Predefined articleZia Actions: AI-powered Workflow Automation for Faster and Smarter Execution
Hello everyone, Updated on 12th Dec 2025 Zia actions for Workflow is available for Enterprise edition ONLY. These features are currently available in the following DCs: US, CA, EU, IN, and AU Email Auto reply and Content Generation are available as EarlyQwen to be the default open source Generative AI model in Zoho Desk
Hello everyone, At Zoho Desk, we will make the latest Qwen (30B parameters) the default LLM for our Generative AI features, including Answer Bot, Reply Assistant, and others. As a subsequent step, we will discontinue support for Llama (8B parameters).An Exclusive Session for Zoho Desk Users: AI in Zoho Desk
A Zoho Community Learning Initiative Hello everyone! This is an announcement for Zoho Desk users and anyone exploring Zoho Desk. With every nook and corner buzzing, "AI's here, AI's there," it's the right time for us to take a closer look at how the AIZoho Desk app update - AI Integration for IM Chats
Hello everyone! We have now introduced AI integration for IM Chats within the Zoho Desk mobile app. To access the feature, please enable the 'Generative AI' settings on the desktop site(desk.zoho.com). Please refer to the help link attached below: ZohoEnhancing Zia's service with better contextual responses and article generation
Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic whileZoho Desk app update: AI powered features
Hello everyone! We’ve introduced various AI-powered services on the Zoho Desk app. Let's take a look at what's new. Generate Content: Generate Content uses AI to formulate responses based on the your query and provides a ready-to-use reply which can beData Import: New interface, improved field mapping, and more
Hello everyone! We’ve redesigned the data import process to ensure accurate field alignment and verify that every column in the uploaded file maps correctly with Desk fields before import. Here's how: Streamlined Import Steps Importing data is now moreAdvanced Customization of the Help Center using JavaScript
Hello everyone, The Help Center in Zoho Desk can be customized by using HTML and CSS to provide structure and enhance the page's appearance—but what if you want to add interactive and dynamic elements? You can add these effects with JavaScript, a programmingZia now integrated with Open AI in Zoho Desk
The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.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 keynoteEmployee self-service portal: Onboarding and continuous learning platform for support reps
Hello everyone, In any organization, employees must go through multiple courses to learn about the product, their organization's standards, and how to respond to customer queries using the knowledge base articles available. This typically requires completing2024 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 emailEvery rating counts: Shaping customer experience
We are back to that beautiful time of the year. It is the season to reflect, be thankful, and appreciate everything that has happened throughout the year. Thanksgiving is a time we connect with our family, friends, and relatives to strengthen relationships,Update to attachment display in ticket threads
This enhancement will provide faster access for support teams and end-users, significantly boosting productivity for everyone. Get ready for a more efficient and satisfying experience! Immediate benefits Faster ticket rendering reduces wait times andNarrative 15: Blueprint - Automate, guide, and transform your support processes
Behind the scenes of a successful ticketing system: BTS Series Narrative 15: Blueprint - Automate, guide, and transform your support processes Even organizations that deliver quality products and services can face low customer satisfaction when theirBreaking barriers with multilingual WhatsApp templates in IM
Ever wondered what it feels like to be greeted in your own language by a brand you love? A “Welcome!” feels nice, but a “¡Bienvenido!” or “स्वागत है!” feels personal. In today’s global world, conversations often need to cross both time zones and crossAsk the Experts 25: Experience the full spectrum of Zoho Desk’s autumn and spring releases for 2025
Hello Everyone, We’re on the 25th episode of our ATE series! It's a true milestone in our live community interactions! It’s been an amazing journey since we started in October 2018. Zoho Desk has come a long way, evolving with the support of a wonderfulGitLab Extension for Zoho Desk: Connecting support and development for faster resolutions
Hello everyone! We’re excited to introduce the GitLab Extension for Zoho Desk, an integration that bridges the gap between support and development teams. This allows tickets to be converted into actionable GitLab issues for faster resolutions, betterZoho Desk's integration with Microsoft PowerBI delivers advanced analytics insights
Hello everyone, Gaining advanced insights through reports and dashboards is one of the critical requirements of every business. In addition to key metrics tracked in Zoho Desk, such as agent performance, SLA adherence, and ticket lifecycle, businessesZoho Desk Android app update: Filter enhancement, Save Filters
Hello everyone! We have now enhanced the filter section on the ticket listing screen of Zoho Desk Android app as it is on the web(desk.zoho.com). Also, we have introduced an option to save filters for tickets on the mobile app. You can easily apply, rename,Next Page
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Announcements
Create an Eye-Catching Announcement Widget for Your Help Center
Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand forZoho Desk iOS app update: UI enhancement of picklist and multi picklist fields
Hello everyone! We have enhanced the UI of the picklist and multiselect picklist fields on the Zoho Desk iOS app to provide a more refined, efficient, and user-friendly experience. We have now supported an option to Search within the picklist and multiselectZoho Desk iOS app update: Revamped scribbles with Apple pencil kit
Hello everyone! We’re excited to introduce a revamped Scribble experience, rebuilt from the ground up using Apple PencilKit for smooth strokes, proper scaling, and seamless image uploads. Please update the app to the latest version directly from the AppZoho Desk Android app update: Norwegian language support
Hello everyone! In the most recent Android version of the Zoho Desk app update, we have brought in support to access the app in Norwegian language. We have introduced the Norwegian language on the IM module of the Zoho Desk app as well. Please update2025 Ask the Experts sessions wrap-up : Key highlights from the experts
Here is a rewind journey of our Ask the Experts (ATE) Sessions, where we brought you expert insights and practical best practices together in one place. This recap highlights the key takeaways, learnings, and best practices from all these sessions so
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Ask the Experts 26: Brighten every customer interaction with Zoho Desk all year long
Hello everyone, Greetings and welcome to Ask the Experts 26. As we wrap up 2025, we are excited to invite you to the 26th episode of our Ask the Expert series. 🎄The Merry Metrics Edition = Best of Zoho Desk [Best Practices + Holiday Automation + Year-EndCustomer ticket creation via Microsoft Teams
Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app withinSending automated messages that appear in the ticket's conversation thread
Good morning, esteemed Zoho Desk community, warm greetings Today I am here to raise the following problem, seeking a solution that I can implement: I need to implement an automation that allows me to send reminder messages to customers when I am waitingCan we add custom fields to portal community profiles?
How do we add custom fields to our profile pages in our portal community? If we have the ability to add custom fields, will we be able to access those fields via API? We want to use our Desk community in our help portal as our primary community and wouldTicket Status email
Good day, This was discussed in the past, but it would be helpful if we could have the system assign a custom response to a status. We have various statuses for tickets, e.g. "closed due to no response", or "Pending Status", it would be helpful for the
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Sticky Posts
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 keynote2024 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 emailWhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business PlatformUsing 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-important
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