Zoho Desk Android and iOS app update: RTL support, send WhatsApp messages via mass action, subtabs on Contacts and Accounts modules
Hello everyone! We are excited to introduce new enhancements and features on the Zoho Desk mobile app. Let us take a look at what's new. RTL support for Arabic and Hebrew languages Right-to-Left (RTL) support is now available across the Zoho Desk mobile
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
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
Ask the Experts 29: Knowledge Base, Community, and AI for smarter user education
Hi Everyone, Welcome to Ask the Experts (ATE) 29, a live panel discussion. After the engaging text-based discussions in ATE 27 on onboarding and managing agents and ATE 28 on handling customer support with AI, we’re bringing you the next round of ATE
Automation #7 - Auto-update Email Content to a Ticket
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. Email is one of the most commonly
Automation Series #5: Supervisor Rule vs Schedule in Zoho Desk
Supervisor Rules vs Schedules: Choosing the right time-based automation This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confused automations
SalesIQ Live Chat Widget Upgrade For Zoho Desk Customers
The older version of the SalesIQ live chat widget will be deprecated on May 15, 2026. SalesIQ powers the chat experience across Zoho Desk, Help Center, and ASAP widgets. To ensure continued support, Zoho Desk will begin rolling out the new SalesIQ widget
Upgraded sentiment analysis model for more accurate detection
Hello everyone! Sentiment Analysis in Zia is being upgraded to a newer model to improve how customer sentiment is detected and interpreted. This transition is aimed at getting better contextual understanding across all supported channels. As part of this
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
Elevate your Radar experience: Best practices part 1
In the Spotlight: Zoho Desk's Radar app Think about RADAR (Radio Detection and Ranging)? The system used to track and identify aircraft, ships, and vehicles using electromagnetic waves. Imagine what a similar “Radar” experience looks like for customer
Pinned important comments and threads in tickets
Hello everyone, We are happy to announce that users can now pin important comments and threads in a ticket. This feature helps agents quickly access the customer's requirements and stay updated on the latest developments to ensure they have up-to-date
Secure your help center profile with Multi-Factor Authentication (MFA)
Hello everyone, With the rise in security breaches and compromised passwords, keeping your account secure has become more challenging. To address this and enhance security of the help center, businesses can enable Multi-Factor Authentication (MFA) for
Ask the Experts 28: Handling customer support with AI
Hello Everyone, Welcome to Ask the Experts 28. This month's session is centered around what every business is looking toward—automating repetitive tasks with AI. In Zoho Desk, you have Zoho's AI assistant–Zia, working its magic. Zia, your AI companion,
Automation Series #4: Workflow vs Supervisor Rule in Zoho Desk
This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confused automations through real scenarios and business processes, so you can clearly
Automation#17: Auto-Create Tasks in Zoho Projects Upon Ticket Creation in Zoho Desk
Hello Everyone, This edition delivers the solution to automatically create a task in Zoho Projects when a ticket is created in Zoho Desk. Zylker Resorts uses Zoho Desk for bookings and handling guest requests. Zylker resorts outsources cab bookings to
Automation Series #3: Macro vs Workflow in Zoho Desk
Workflows vs Macros in Zoho Desk: Choosing the right help desk automation This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confused
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
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
Automation Series #2: SLA vs Supervisor Rule in Zoho Desk
SLA vs Supervisor Rule: Keeping tickets on track in Zoho Desk This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confused automations
Zoho Desk: Mobile Updates | Q1 2026
Hello everyone, Greetings! As we gear up for the end of Q1, we are excited to share a quick journey into all that released in the first quarter of 2026. We have brought in a few enhancements in the mobile apps that improve overall user experience and
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
Ask the Experts 27: Onboarding and managing support reps
Hello everyone, We are back with our Ask the Experts (ATE) series for 2026. This year, we bring experts to help you address customer support challenges using Zoho Desk. For our first ATE, we are getting into the human side of customer support. "Every
Introducing Explainer Videos for Zoho Desk: Solve everyday challenges with simple configurations
Dear everyone, We have created a set of short explainer videos that show how common support scenarios can be handled using simple configurations within the product. The solutions often lie in the plain sight, but go unnoticed. Through these videos we
Allow agents to enable or disable feed notifications from certain departments
Hello everyone, Agents who are part of multiple departments receive feed notifications frequently from across the departments. They may not be actively involved in performing every action in all departments. For example, an agent could be a part of both
Finding rhythm through poetry
Poetry has long been a powerful form of expression, discovery, and reflection. For many, it is a way to pen down their thoughts and experiences. The "poetic license" allows writers to shape their words with rhythm and flow. This year, on World Poetry
Celebrating our customers on International Client's Day
Hi everyone, Every customer is part of our Zoho Desk family, and we wouldn’t want to miss celebrating you on this special day. This International Client's Day, we’d like to take a moment to appreciate every customer who has helped us grow and build meaningful
Faster Ticket Response with use of Snippets in comments
Hello everyone, Responding to tickets often involves repeating the same messages, whether it is sharing updates with customers or leaving notes for internal collaboration. To make this easier and more consistent, we are allowing agents to use snippets
Make Quick Edits to Images Before Attaching
Hello everyone, We have enhanced how attachments are handled in tickets to help agents preview and share files more efficiently in Zoho Desk. Agents can preview image attachments before adding them to tickets and edit them using attachment annotator.
Add or update lookup field values during Blueprint transition
Hello everyone, During blueprint transition users can add or modify the value of a lookup field. For instance, if the Tickets module includes a lookup field that connects it to records in the Assets module, agents can link the ticket to the correct asset
Automation Series #1: Round Robin vs Direct Assignment in Zoho Desk
Direct Assignment vs Round Robin: Choosing the right routing method in Zoho Desk This post is part of the "Desk Automation Series," Chapter 1. Through this series, we will help you choose the right automation type in Zoho Desk by comparing commonly confused
Simplify scripting with Zia assistant bot
Hello everyone, Building automation using Deluge custom functions gives users flexibility and control. Traditionally, creating these functions required writing scripts, testing the logic, and validating the configuration before using it. With Zia assistant
Enhancing 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 while
If your IM chats aren’t auto-assigning, here’s what to check
Hey everyone! We’ve been seeing quite a few questions around Instant Messaging (IM) Chat Routing in Zoho Desk, especially around how it actually behaves in real time. So I thought I’d share a practical breakdown of what’s happening behind the scenes.
Powering Customer Support with our women
In Zoho Desk support, women make up 50% of our team. We see this as one of our strengths, reflecting the spirit of this year’s theme, "Give to Gain". Our women find their balance Women carry many responsibilities — they represent frontline support, lead
Automation #6 - Prevent Re-opening of Closed 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. Typically when a customer submits
EU DC Partial Outage Resolved: A Detailed RCA
Incident Summary Due to an overload on one of the nodes in the EU DC for Zoho Desk, the system was unable to handle the heavy load, causing a slowdown in requests and resulting in a partial outage for customers with data residing in that node. On May
See Every IM Conversation as It Happens
Instant messaging moves fast. Customers expect quick replies and smooth conversations across WhatsApp, Instagram, Facebook, and live chat. But without real-time visibility, small issues become big problems. A session stays open longer than expected. A
Control the precision of answer bot responses
Hello everyone, Admins can control the precision with which the Answer bot analyzes and generates a response by adjusting the threshold levels. Based on predefined threshold values, Zia analyzes how closely the query matches with the available KB articles.
Compose Emails Faster Using Templates and Snippet
Hello everyone, We have made an enhancement to the Send as Email option in Tickets. Agents can use templates and snippets to draft their response, which helps save time and maintain consistency. The Send as Email page will display the available templates
Inclusion is the new engagement
When in a very challenging situation, it helps to have peers or friends around you saying, “Everything will be okay.” They speak to you in common or shared language. But your inner voice comes to you in a truly uplifting language that stays close to your
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