New Enhancements in Zoho CRM Plus

New Enhancements in Zoho CRM Plus

Hello everyone,

We are pleased to announce the much anticipated release for Zoho CRM Plus, that is all set to give you a unified customer experience. We have added some exciting enhancements to the Desk, Social, Analytics, and SalesIQ modules that will help you run business processes more efficiently. Also, our unified customer experience platform aims to give a better and seamless experience with unified user interface, admin panel, set up options, search, and user panel.

Since the list of enhancements is quite extensive, we will walk you through each of them in two separate posts. In the first post we will discuss briefly about the enhancements in Desk and Analytics, followed by another post with details on SalesIQ and Social enhancements.

Enhancements in Zoho Desk - In Desk module we have added the following features:
  • Blueprint
  • Zia features like Sentiment analysis, Auto-tagging, Anomaly detection, Zia dashboard, Reply assistant, Chatbot and Zia Voice.
Extend the benefits of CRM's Blueprint feature to your support teams with Blueprint for Desk. The support teams can be on top of the issues and prevent frequent escalations by building a foolproof ticket solving process that ensures every customer gets timely, consistent, and better solutions.



Extend Zia's capabilities to Desk
We have included Zia's abilities in the Desk module that will help you enhance your business process in many ways. Let's see what's in store: 

  • Sentiment analysis: Just like Email sentiment in CRM, Zia will help support agents identify the tone of every customer ticket to ensure prompt action.



  • Auto-tagging: Zia will automatically tag customer responses with keywords based on the ticket's content, which will be intelligently grouped as auto tags. This will also help to identify the trending tags and the customer's sentiment behind them.


  • Anomaly detection: Zia will predict how incoming and outgoing ticket responses will trend and compare that prediction with actual traffic. It will also suggest any relevant anomalies.

  • Zia dashboard: The intelligent master dashboard will help the support teams view trending tags, ticket sentiments, anomalies and more.

  • Reply assistant: Zia automatically generates responses to customer questions by analyzing the keywords and also suggests relevant help documents from the database. Support agents can preview Zia's answers and include them in their responses.

  • Chat bot: ASAP brings your help centre directly into your website or mobile app. When users have a problem, they can browse through the knowledge base, post to the community, chat with an expert, or even raise a ticket. There's no need to leave your website or mobile app.

  • Zia Voice: Like Zia Voice in CRM, we've extended it's capabilities to Desk to help support teams access contextual customer information easily through voice and chat messages. With this, Zia Voice can now help businesses pull customer information across sales, marketing and support. Zia Voice is also available as an SDK, allowing businesses to provide Zia's functionality to their customers.

Enhancements in Zoho Analytics - We have renamed Zoho Reports as Zoho Analytics and added the following features in the Analytics module:
  • Ask Zia
  • Unified insights from sales, support, and marketing
  • New data connectors in social media, marketing and HR analytics
  • Smart data alerts
  • Collaborative analysis
  • On-premise edition

Ask Zia: Zia, is now available as an AI-driven search assistant in Zoho Analytics. Users can ask questions such as "What is the monthly sales trend across regions" and receive answers in the form of visual reports, instead of manually creating them.


Unified insights from sales, support, and marketing: Zoho Analytics blends data automatically from multiple sources, in the form of prebuilt reports and dashboards, to track critical business metrics. While there are 300+ pre-built reports and dashboards that provide useful business insights, users can also blend data from different sources, according to their needs.


New data connectors: Six new popular business connectors are added to Zoho Analytics, expanding the number of connectors to over 100. Each of these connectors has 100 prebuilt domain-specific reports and dashboards that users can use for analysis right away.
The list of connectors available are:
  1. Social media analytics: Facebook Pages, Twitter handles, and Twitter competitive analytics
  2. Marketing analytics: Bing Ads and Facebook Ads
  3. HR analytics: Zoho People


Smart data alerts: This feature alerts users via in-app notifications or email when an anomaly is detected, prompting appropriate action.



Collaborative analysis: Contextual commenting is now added to Analytic's collaborative capabilities. Users can comment on any report or dashboard and have contextual interactions with stakeholders.

On-premise edition: In addition to the existing cloud version, Zoho Analytics will allow an installable on-premise edition to offer deployment choices to users, and lets medium and large enterprises analyze their data stored in-house.

Check out more on these enhancements here.

In continuation to this update, please check out the enhancements in SalesIQ and Social. Here is the link to the post.

Regards,
Anumita




    • Sticky Posts

    • Zoho CRM Plus in 2023: Let's rewind

      Hey everyone, There's something about December that makes us want to sit back and remember all the wonderful moments, as we get ready for the New Year, 2024! (Psst! We are also turning 10—yay!) This year, CRM Plus had a lot of wonderful updates, taking

    • The CX Workshops are back in 2023!

      Hello, can you see my screen? Can you hear me? This is a phrase we've all been saying more often than "good morning" over the last couple of years. Well, now it's time to re-connect in person. We're excited to invite you all to the CX Workshops we've

    • Refer Zoho CRM Plus to your friends and earn rewards!

      Hey everyone,   We'd like to thank you from the bottom of our hearts for continuing to be our esteemed customers. Now you have the opportunity to refer Zoho CRM Plus to your friends or family members who are looking for a suitable solution to enhance

    • Social in CRM Plus now supports TikTok, Instagram Stories and Reels, and YouTube Shorts

      Hey everyone,   We are excited to inform you that Social in CRM Plus now allows you to publish on TikTok! We've also updated it to let you create Instagram Stories and Reels, as well as YouTube Shorts. Here's a brief about the updates.  Publishing on

    • Unified telephony in Zoho CRM Plus

      In any business, managing calls with the prospects or customers is an integral part of a salesperson or a support agent's daily life. They have access to information about the customers within Zoho CRM, and they also use a suitable PBX service to communicate

      • Recent Topics

      • Feature Request: Email Follow-Up Sequences Similar to Zoho CRM

        I’m wondering if Zoho Recruit is planning to introduce a feature similar to the Email Automation – Follow-Up Sequences that is available in Zoho CRM. In CRM, this allows users to send a series of timed follow-up emails triggered by specific actions (for

      • Duplicated Notebooks

        Out of the blue, almost all of my notebooks got duplicated and the different copies contain different information. Some seem like older copies than the others. I use the linux desktop app and sometimes the Android app. I assume that the sync failed at some point and was unable to merge the two versions together. But I'm afraid to add anything else to my notebook because if it can't properly sync 5 notebooks with only a handful of notes each, what will happen when I have hundreds of notes and I lose

      • Currency limitation when integrating Zoho CRM & Zoho Books

        Brief Video of Problem: https://www.loom.com/share/d61d1d07d0904e149d80c1901a22418e. Background ·       Our business is based in Australia and we have to have Zoho Books in AUD to comply with tax and reporting regulations in Australia. ·       We sell

      • Multi-select Lookup does not have Advanced filter options in CRM

        With much fanfare Zoho announced the advanced filter options for CRM lookup fields which was a nice addition. This feature is not available for Multi-Select lookup fields. Will it be rolled out in the next 3-6 months, considering the standard lookup filter

      • Experience effortless record management in CRM For Everyone with the all-new Grid View!

        Hello Everyone, Hope you are well! As part of our ongoing series of feature announcements for Zoho CRM For Everyone, we’re excited to bring you another type of module view : Grid View. In addition to Kanban view, List view, Canvas view, Chart view and

      • Unable to copy into a new document

        Whe I create a new Writer doc and attemp to copy and past I get this message. The only way to copy into a document is I duplicate an existing document, erase the text and save it under a different name and then paste the information. Not ideal. Can you

      • Kaizen #157: Flyouts in Client Script

        Hello everyone! Welcome back to another exciting edition of our Kaizen series, where we explore fresh insights and innovative ideas to help you discover more and expand your knowledge!In this post, we'll walk through how to display Flyouts in Client Script

      • Admin Control Over Profile Picture Visibility in Zoho One

        Hello Zoho Team, We hope you are doing well. Currently, as per Zoho’s design, each user can manage the visibility of their profile picture from their own Zoho Accounts page: accounts.zoho.com → Personal Information → Profile Picture → Profile Picture

      • Published Course Not Reflecting In Hub

        Hi! I am trying to create micro-learning courses for our team to be available for self-guided learning. I have published the courses with enrollment settings open to all users of the hub, but they don't appear to be available for enrollment. Am I missing

      • Unlock Locked Users via Zoho One Mobile App

        Hello Zoho One Team, We have noticed that in the Zoho One web admin panel, we can unlock a locked user when needed. However, when using the Zoho One mobile app, there is no indication that a user is locked, nor is there an unlock button similar to what

      • Tip #47- Stay Ahead with Automated Scheduled Reports in Zoho Assist- 'Insider Insights'

        We’ve made it easier for you to stay informed, even when you’re busy managing remote sessions! With Scheduled Reports in Zoho Assist, you can now automatically receive detailed insights about your remote support and unattended access activities directly

      • Colour Coded Flags in Tasks Module List View

        I really like the colour coded flags indicating the status of the tasks assigned to a Contact/Deal in the module list view. It would be a great addition to have this feature available in the list view of activities/tasks. I understand you have the Due

      • Uploading data to S3

        Has anyone successfully uploaded data from Creator to S3 using the InvokeURL command or any other method in Deluge? (keywords: S3, AWS, Amazon, bucket)

      • UPS Label size when generated via Zoho

        We've integrated UPS with Zoho inventory. When creating and downloading the shipping labels they are created in a larger paper size. I'd like them to be generated to print on a 4x6 printer. Zoho have told me I need to do this within our UPS portal. UPS

      • Credit Management: #4 Credits on Unused Period

        Recall a familiar situation. You sign up for a monthly gym membership. You pay the subscription fee upfront, get motivated, and show up consistently for the first week. Then, suddenly, you get caught up in work deadlines, travel plans, or a dip in motivation.

      • Zoho Analytics Automatically Deletes Queries and Reports When a Synced CRM Field Is Removed

        We’ve encountered a serious and recurring issue that poses a massive data integrity risk for any Zoho Analytics customer using Zoho CRM integration. When a field is deleted in Zoho CRM — even an unused one — Zoho Analytics automatically deletes every

      • Prevent new Record Association

        Hello all, We have a small sales organization therefore, it's helpful for everyone on the sales team to be able to view the full list of accounts to assist in preventing duplicate accounts from being created. However we want to prevent people from creating

      • Tip of the Week #73– Automate workflow with Make integration.

        Make is a no-code workflow automation platform designed to connect your favorite apps and automate repetitive tasks across services. By integrating Make with Zoho TeamInbox, you can streamline everyday inbox management and save valuable time. With this

      • Viewing attachments

        I'm using a Web Form integrated in my web site to collect Leads several info, including a image upload. In order to to approve each lead, we have to view the image uploaded. Unfortunately, in the Leads view, the Attachments can only be downloaded, not

      • Kaizen #89 - Color Coding using Client Script

        Hello everyone! Welcome back to another exciting Kaizen post. Today let us see how you can apply color codes to the List and Detail Pages of Zoho CRM using Client Script. Need for color code in Zoho CRM When you mark things with different colors as a

      • Instant Sync of Zoho CRM Data?

        With how valuable Zoho Analytics is to actually creating data driven dashboards/reports, we are surprised that there is no instant or near instant sync between Zoho CRM and Zoho Analytics. Waiting 3 hours is okay for most of our reports, but there are

      • Is it possibly to directly set the tax amount on order instead of indirectly via tax rates?

        We own an eCommerce application and want to funnel submitted orders from that system into Zoho. We're already calculating tax in our application and just need a way to set it in Zoho. We tried to use Zoho's tax objects for tax by setting the rates to

      • Zoho account sign in with passkey

        Hello, I am trying to sign in using passkey, but the option doesn't show up in the web and is disabled in Oneauth on mobile, saying the admin has restricted the use. On the Admin page in Security MFA I can find no option for passkey. Help would be greatly

      • Rescheduled US meetups: Zoho Desk user meetups are coming to seven U.S. cities in October and November, 2025

        Hello to our Zoho Desk users in the United States, We're excited to share the revised dates for the upcoming Zoho User Groups happening across the US this summer. Our product experts are heading to seven cities throughout the country, and for the first

      • Checklists as templates

        Is it possible to save checklists as templates to reuse them in other tasks? Example: I have a web project. I maintain individual web URLs as tasks. Within the tasks the same checklist should be used again and again: - Page created in CMS - Properties

      • Send mass email using my secondary email

        Hello, When I send an email to just one person from Zoho CRM, a complete email editor appears, where I can choose which of my email addresses I want to use in the From field. When I send a mass email, there is not such option. I can only select the email

      • ZOHO TEAM INBOX Calendar Integration

        The Problem: Clients send meeting invitations to our TeamInbox address. TeamInbox receives these invites, but we cannot accept them. We do not use individual inboxes for transparency purposes. Ideal Solution: A way to accept calendar invites sent to our

      • Unearned / Deferred Revenue Automatic Calculation for Subscriptions

        As a SaaS business, we have multiple active subscriptions with varying dates and amounts. Is there a way to have a monthly automatic calculation for all of them that debits or credits the unearned revenue and revenue accounts accordingly? Alternatively,

      • Zoho Desk Limit for Comma Separated Queries

        Hi, I have just discovered a limit that I believed is not mentioned in any of Zoho's documentations. My search query looks like so: "query: {"accountId":"786050000091629966,786050000163589273,786050000163589427,786050000162753705,786050000162112971,786050000161987643,786050000160752868,786050000167089504,786050000167089378,786050000167089024,786050000167070005,786050000166295256,786050000128153693,786050000110560021,786050000046594575,786050000039106461,786050000002225356,786050000076889093,786050000047895103,786050000043365354,786050000044765191,786050000041790249,786050000040359116,786050000037945198,786050000024605077,786050000000525015,786050000155333895,786050000157741437,786050000000718125,786050000011574353,","departmentId":"786050000042648070","status":"Finished","sortBy":"createdTime","customField2":"cf_completion_date:2025-01-28T03:00:00.000Z,2025-10-28T03:00:00.000Z","customField3":"cf_billed:false"}"

      • Module Name doesn't exist

        I am trying to create a module named Activity, with plural Activities, but I have an error that module name already exists. This module is doesn't exist, and I don't have a single field called Activity or Activities.

      • Zoho Desk iOS and Android app update: AI powered: Reply Assistance and Refine Messages on IM module.

        Hello everyone! We are excited to introduce new AI powered features on the IM module of the Zoho Desk app. Reply Assistance: Reply Assistance generates suggested responses for incoming chat messages, which you can directly insert into the conversation

      • Unify All Zoho Video Meeting Experiences into One Standardized Platform

        Hi Zoho Team, We would like to share an important user experience concern regarding the current state of video meeting functionality across the Zoho ecosystem. The Problem Within Zoho, there are multiple ways to initiate or schedule a video meeting: Zoho

      • Is it possible to embed Youtube shorts?

        Hi Zoho desk support, This is Ryan from Accuver America. While I'm trying to create a knowledge base article with embed video, I ran into this issue. "www.youtube.com refuse to connect" A little bit background is that because this video is recorded on

      • Zoho Inventory - Move Orders

        Quick question about Move Orders... Why is there no status to say something like "Draft", "In Progress" and "Completed", similar to Transfer Orders? I'm assuming that when something needs to be moved it should be planned in Inventory, executed and then

      • Split functionality - Admins need ability to do this

        Admins should be able to split an expense at any point of the process prior to approval. The split is very helpful for our account coding, but to have to go back to a user and ask them to split an invoice that they simply want paid is a bit of an in

      • Delegates - Access to approved reports

        We realized that delegates do not have access to reports after they are approved. Many users ask questions of their delegates about past expense reports and the delegates can't see this information. Please allow delegates see all expense report activity,

      • How to include total km for multiple trips in expense report.

        Whenever I create a mileage report it only shows the total dollar amount to be reimbursed. The mileage for each individual trip is included but I also need to see the total distance for all trips in a report? How do I do this?

      • Get logged in user ID in Deluge script

        Hello all, How do I get the id of the logged-in user in a deluge script? the "zoho.loginuserid" function actually returns the users email address or whatever the user id they use to login to zoho with and not the id of the user record, and given that

      • Item Details Field - New Barcode / Document option?

        Is this a new feature??? its in both books and inventory.

      • Shared Mailbox - Mark as read for all users

        Hi all, Maybe someone can help me out. At the moment we have a shared mailbox without streams. When a users reads an mail or marks it as read other users will not see this. How can we resolve this? We now archive the mails when read and followed up. However

      • Next Page