Setup page changes: Regrouping and categorization of features

Setup page changes: Regrouping and categorization of features

 Dear Desk Users,


We're pleased to announce an upcoming revamp of the Desk setup page. These changes are intended to improve the organization and visibility of features on the setup page. 

Why are we making these changes?

Simplified navigation


Our primary goal is to make it easier for you to find exactly what you need, when you need it. The new setup page features a more intuitive and streamlined structure, reducing the number of clicks and the time spent searching for features.


Consistency and clarity


Some features have been renamed to adhere to standardized naming conventions. In addition, related features are grouped together, and new groups have been introduced to maintain consistency, ease navigation, and minimize confusion, making your Zoho Desk experience more user-friendly.


Future-ready design


The new setup page is designed to accommodate the evolving needs of Zoho Desk users and ensure that the platform can successfully accommodate future enhancements and new features.

Changes in existing sections

  • General

    • This section has been renamed Organization.
    • The Holiday Lists option, previously located within Business Hours, is now placed separately under Organization.
    • Zia, Zia powered by ChatGPT, Guided Conversations, and Gamescope have been moved out of General and placed in a separate category.



  • Users and Controls

    • This section has been renamed User Management.
    • The Roles, Profiles, and Data Sharing features, previously located within Permissions, are now placed separately under User Management.



  • Channels

    • ASAP has been moved out of Channels and placed under a different section.



  • Customization

    • Module has been renamed Modules and Tabs.
    • Notify has been moved out of Automation and placed under Customization and renamed Notification.
    • Skills have also been moved out of Automation and placed under Customization.
    • Email Templates and Ticket Templates, which were previously within Templates, are now placed separately under Customization.
    • A new feature Custom Buttons has been included under Customization.



  • Automation

    • Notify and Skills have been moved under Customization.
    • The Supervisor feature has been renamed Supervisor Rules.
    • The Support Contracts feature has been renamed Support Plans.
    • A new feature called Action Gallery has been added under Automation.



  • Data Administration

    • The Import and Export features, previously placed together as Import/Export, are now placed separately under Data Administration.
    • A new feature called Attachment Control has been added.



  • Marketplace

    • Renamed to Integrations.
    • Marketplace has been newly added under Integrations.


New sections added

Four sections have been introduced in the setup page based on the functionality the features offer:

  1. Self Service

    1. Guided Conversations has been moved from General to Self Service.
    2. ASAP has been moved from Channels to Self Service.



  2. Zia

    1. Zia has been moved out of General and placed as a separate category.
    2. Zia Powered by ChatGPT has been renamed Zia Powered by GPT and moved from General to Zia.



  3. Privacy and Security

    1. The Data Subject Request feature, previously located within Privacy Settings, is now placed separately under Privacy and Security.
    2. The Read Receipts feature, also previously located within Privacy Settings, is now placed separately under Privacy and Security.
    3. A new Audit Log feature has been added.



  4. Personalization

    1. The My Information feature, previously located within Personal Settings, is now placed separately under Personalization.
    2. The Preferences feature, also previously located within Personal Settings, is now placed as a separate entity under Personalization.
    3. A new My Profile feature has been added.


 

Note: The Developer Space section remains unchanged.


We are planning to make the new grouping of features on the setup page available for all users across DCs within a week. Please check this space for any additional information regarding these changes.

We hope you find the new categorization more intuitive, easy to navigate, and that it will enhance your experience with Zoho Desk. Stay tuned for the rollout of these exciting changes!


Thank you and have a great day!


Regards,

Varsha P | Zoho Desk - User Education


    • Sticky Posts

    • 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

    • 2024 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 email

      • Recent Topics

      • New Zoho triggers Google Dangerous flag due toabnormal charcters

        Just signed up and doing my first email test. I sent it to my google email account but it got flagged as Dangerous" due abnormal characters. My DNS setup looks ok. Page snips attached Help Please Thanks, Rick DC PowerWorld

      • Top Bar Shifting issue still not fixed yet

        I mentioned in a previous ticket that on Android, the top bar shifts up when you view collections or when you're in the settings. That issue still hasn't been fixed yet. I don't wanna have to reinstall the app as I've noticed for some reason, reinstalling

      • Triggering Zoho Flow on Workdrive File Label

        Right now Im trying to have a zoho flow trigger on the labeling/classification of a file in a folder. Looking at the trigger options they arent great for something like this. File event occurred is probably the most applicable, but the events it has arent

      • Is there a way to set Document Owner/Sender via the API

        When sending requests for zoho sign, it would seem zoho uses the id of the person that created the zoho api cred to determine the owner_id, is there a way to set a default for this?

      • SendMail to multiple recipients

        Hi, I'm trying to send an email to a list of recipients.  Right now the "to" field is directed to a string variable. (List variables won't work here). In the string variable, how can I make it work? trying "user@app.com;user2@app.com" or "user@app.com; user2@app.com" just failed to send the emails. Ravid

      • Populate drop down field from another form's subform

        Hello, I found how to do that, but not in case of a subform. I have a Product form that has a subform for unit and prices. A product might have more than one unit. For example, the product "Brocoli" can be sold in unit at 3$ or in box of 10 at 25 $. Both

      • Usar o Inventory ou módulo customizado no CRM para Gestão de Estoque ?

        Minha maior dor hoje em usar o zoho é a gestão do meu estoque. Sou uma empresa de varejo e essa gestão é fundamental pra mim. Obviamente preciso que esse estoque seja visível no CRM, Inicialmente fiz através de módulos personalizados no próprio Zoho CRM,

      • Signup forms behaviour : Same email & multiple submissions

        My use case is that I have a signup form (FormA) that I use in several places on my website, with a hidden field so I can see where the contact has been made from. I also have a couple of other signup forms (FormB and FormC) that slight differences. All

      • getting error in project users api

        Hello, I'm getting a "Given URL is wrong" error when trying to use the Zoho Projects V3 API endpoint for adding users to a project. The URL I'm using is https://projectsapi.zoho.com/api/v3/portal/{portalid}/projects/{projectid}/projectusers/ and it's

      • Change total display format in weekly time logs

        Hi! Would it be possible to display the total of the value entered in the weekly time log in the same format that the user input? This could be an option in the general settings -> display daily timesheet total in XX.XX format or XX:XX.

      • In the Zoho Creator Customer Payment form i Have customer field on select of the field Data want to fetch from the invoice from based on the customer name In the Customer Payment form i Have subf

        In the Zoho Creator Customer Payment form i Have customer field on select of the field Data want to fetch from the invoice from based on the customer name In the Customer Payment form i Have subform update Invoice , there i have date field,Invoice number

      • Different Company Name for billing & shipping address

        We are using Zoho Books & Inventory for our Logistics and started to realize soon, that Zoho is not offering a dedicated field for a shipping address company name .. when we are creating carrier shipping labels, the Billing Address company name gets always

      • How to display historical ticket information of the total time spent in each status

        Hi All, Hoping someone can help me, as I am new to Zoho Analytics, and I am a little stuck. I am looking to create a bar chart that looks back over tickets raised in the previous month and displays how much time was spent in each status (With Customer,

      • Zoho Projects iOS app update: Global Web Tabs support

        Hello everyone! In the latest version(v3.10.10) of the Zoho Projects app update, we have brought in support for Global Web Tabs. You can now access the web tabs across all the projects from the Home module of the app. Please update the app to the latest

      • Zoho Community Weekend Maintenance: 13–15 Sep 2025

        Hi everyone, We wanted to give you a heads-up that Zoho Community will undergo scheduled maintenance this weekend. During this period, some community features will be temporarily unavailable, while others will be in read-only mode. Maintenance Window:

      • Agent Performance Report

        From data to decisions: A deep dive into ticketing system reports An agent performance report in a ticketing system provides a comprehensive view of how support agents manage customer tickets. It measures efficiency and quality by tracking key performance

      • Show both Vendor and Customers in contact statement

        Dear Sir, some companies like us working with companies as Vendor and Customers too !!! it mean we send invoice and also receive bill from them , so we need our all amount in one place , but in contact statement , is separate it as Vendor and Customer, 

      • URL validation

        We use an internal intranet site which has a short DNS name which Zoho CRM will not accept.   When attempting to update the field it says "Please enter a valid URL". The URL I am trying to set is http://intranet/pm/ Our intranet is not currently setup with a full DNS name and given the amount of links using the shortname probably isn't a feasible change for us.

      • Pourquoi dans zohobooks version gratuite on ne peut ajouter notre stock d'ouverture??

        Pourquoi dans zohobooks version gratuite on ne peut ajouter notre stock d'ouverture ??

      • How can I adjust column width in Zoho Books?

        One issue I keep running into is as I show or hide columns in reports, the column widths get weird. Some columns have text cut off while others can take a fourth of the page for just a few characters. I checked report layout guides and my settings, but

      • Invalid value passed for file_name

        System generated file name does not send file anymore - what is the problem?

      • Custom Function for Estimates

        Hey everyone, I was wondering if there was a way to automate the Subject of an estimate whenever one is created or edited: * the green box using following infos: * Customer Name and Estimate Date. My Goal is to change the Subject to have this format "<MyFirm>-Estimate

      • This domain is not allowed to add. Please contact support-as@zohocorp.com for further details

        I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is the

      • Search in module lists has detiorated

        Every module has a problem with the search function :-/

      • YouTube Live #1: AI-powered agreement management with Zia and Zoho Sign

        Hi there! We're excited to announce Zoho Sign’s first YouTube live series, where you can catch the latest updates and interact with our Zoho Sign experts, pose questions, and discover lesser-known features. We're starting off by riding the AI wave in

      • Search in module lists has detiorated

        Every module has a problem with the search function :-/

      • Sales Receipts Duplicating when I run reports why and how do we rectify this and any other report if this happens

        find attached extract of my report

      • Add Zoho Forms to Zoho CRM Plus bundle

        Great Zoho apps like CRM and Desk have very limited form builders when it comes to form and field rules, design, integration and deployment options. Many of my clients who use Zoho CRM Plus often hit limitations with the built in forms in CRM or Desk and are then disappointed to hear that they have to additionally pay for Zoho Forms to get all these great forms functionalities. Please consider adding Zoho Forms in the Zoho CRM Plus bundle. Best regards, Mladen Svraka Zoho Certified Consultant and

      • Bigin: filter Contacts by Company fields

        Hello, I was wondering if there's a way to filter the contacts based on a field belonging to their company. I.e.: - filter contacts by Company Annual Revenue field - filter contacts by Company Employee No. field In case this is not possibile, what workaround

      • Has Zoho changed the way it searches Items?

        Right now all of our searches have broken and we can no longer search using the SKU or alias. It was fine last night and we came in this morning to broken.....this is impacting our operations now.

      • Refunds do not export from Shopify, Amazon and Esty to Zoho. And then do not go from Zoho inventory to Quickbooks.

        I have a huge hole in my accounts from refunds and the lack of synchronisation between shopify , Amazon and Etsy to Zoho ( i.e when I process a refund on shopify/ Amazon or Etsy it does not come through to Zoho) and then if I process a manual credit note/

      • CRM->INVENTORY, sync products as composite items

        We have a product team working in the CRM, as it’s more convenient than using Books or Inventory—especially with features like Blueprints being available. Once a product reaches a certain stage, it needs to become visible in Inventory. To achieve this,

      • Monthly timesheet, consolidation of time by project

        I have time logs for various jobs for project. Is it possible to consolidate the time spent for each job, when I am generating a timesheet for a month? I am getting the entries of jobs done on each day when I generate a timesheet for a month For example

      • Building a Strong Online Identity with G-Tech Solutions

        In today’s fast-moving world, having a strong online identity is essential for every business. https://gtechsol.com.au helps businesses establish a digital presence that reflects their vision and values. By focusing on innovation and quality, they create

      • Sending emails from an outlook account

        Hi, I need to know if it's possible to send automatic emails from an Outlook account configured in Zoho CRM and, if so, how I can accomplish that. To give you some context, I set up a domain and created a function that generates PDF files to be sent later

      • Struggling with stock management in Zoho CRM – is Zoho Inventory the solution?

        My biggest pain point today with Zoho is inventory management. I run a retail business and reliable stock management is absolutely critical. Obviously, I need this inventory to be visible inside the CRM. At first, I tried handling it through custom modules

      • Automating CRM backup storage?

        Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

      • Nimble enhancements to WhatsApp for Business integration in Zoho CRM: Enjoy context and clarity in business messaging

        Dear Customers, We hope you're well! WhatsApp for business is a renowned business messaging platform that takes your business closer to your customers; it gives your business the power of personalized outreach. Using the WhatsApp for Business integration

      • can't login Kiosk URGENT

        already try, can't login pls help to support. thanks.

      • Zoho Calendar not working since a few days

        Hey there, first off a minor thing, since I just tried to enable the Calendar after reading this in another topic (there was no setting for this though) : For some reason my current session is showing me based in New York - I'm in Germany, not using a

      • Next Page