Zoho Desk Autumn Release - 2024 — Post 3

Zoho Desk Autumn Release - 2024 — Post 3

Continued from Zoho Desk Autumn Release - 2024 — Post two

Instant Messaging 

Mass WhatsApp messaging for efficient communication


Agents can send WhatsApp messages to multiple contacts at once, which is useful for various activities, such as onboarding and customer engagement programs. There’s also an option to skip sending messages to contacts who are already engaged in a conversation with another agent to avoid interruptions in the ongoing conversation.


Help document and availability

Sending mass WhatsApp messages to contacts | Standard and above



 


Add new contacts to Desk while sending WhatsApp messages and reply to IM tickets from the Tickets module

 

A new shortcut, +w, has been introduced to streamline sending WhatsApp messages directly from the Tickets module. When using +w, users can quickly initiate a WhatsApp message to the associated contact. If the message is being sent to a new contact, their details will be automatically recorded within the system, and autopopulated in the Contact's record. For example, if a new customer contacts the support via WhatsApp and their details are not yet in Zoho Desk, sending a reply will automatically create a new record in the Contacts module.

 

Help document and availability

Create a contact while sending WhatsaApp messages | Standard and above


Integrate Facebook messenger with Zoho Desk


Integrating Facebook Messenger with Zoho Desk allows businesses to efficiently manage customer communication through Meta's Facebook business pages. Once set up, the Messenger platform enables seamless interactions between customers and the business via various entry points, including Facebook Posts, the Meta business page, and the business's website.


Help document and availability

Integrate Facebook messenger with Zoho Desk | Standard and above




Integrate Instagram with Zoho Desk


Integrating Instagram with Zoho Desk enables businesses to manage customer communications through their Instagram business accounts. This integration allows seamless message exchanges between customers and businesses, with conversations originating from Instagram posts, the Meta business page, or a website widget. For example, a retail clothing brand can integrate its Instagram business account with Zoho Desk to manage customer inquiries directly from its Instagram posts or DMs.


Help document and availability

Integrate Instagram with Zoho Desk | Standard and above





Configure business hours for your IM channels


Business hours can be configured for various IM channels, including WhatsApp, Messenger, Telegram, and Line, ensuring that customer inquiries are managed efficiently within the designated timeframes. Setting business hours involves defining the times when a business is open and available to assist customers. This ensures that the support team operates in alignment with these hours.


Help document and availability

Setting conversation rules in instant messaging | Standard and above





Implement a customizable business messaging widget


Business messaging offers another channel for engaging with customers through customizable widgets available for Web, iOS, and Android platforms. By integrating a fully customizable chat widget into a website, businesses can provide real-time support and interact with visitors seamlessly. The chat window’s appearance, including its color scheme and logo, can be tailored to match the website’s design, ensuring a cohesive brand experience.


Help document and availability

Adding a business messaging widget to your website | Standard and above






Multi-WABA support for WhatsApp business platform


Supported multiple WhatsApp Business Accounts (WABA), allowing businesses to create channels for different brands or departments. Each business unit can manage its communication channels with a dedicated WABA to ensure efficient operations. Businesses with multiple WhatsApp accounts can set up and link as many channels as needed to provide a centralized platform and shared access to customer data for seamless information flow and operations.

 

Help document and availability

Support multiple WhatsApp Business Accounts | Standard and above







Add GC Bots to Telegram, FB Messenger, Line, Instagram, and Business Messaging channels  


Guided Conversation (GC) bots can be deployed in a variety of IM channels such as Telegram, FB Messenger, Line, Instagram, and Business Messaging channels. This provides customers with a self-service platform where they can interact with bots and support agents when needed.


Help document and availability

GC Bots to Telegram | GC Bots to Line | GC Bots to Instagram | GC Bots to Business Messaging channels | GC Bots to FB Messenger | Enterprise


GC Bots in FB Messenger



GC Bots in Instagram




 

GC Bots in Telegram




GC Bots in Business Messaging



GC Bots in Line




Manage agent visibility and notifications for IM

 

Agents can set their status as online or offline specifically for the Instant Messaging feature. This allows them to control their visibility and mute all IM notifications with a click, ensuring uninterrupted work during critical tasks.

 

Help document and availability

Managing user status in IM | Standard and above





Use webhooks in IM to automate tasks

 

Zoho Desk's instant messaging webhooks enable automation of event-driven tasks between messaging apps and business workflows. By leveraging IM webhooks, businesses can integrate multiple channels into their business workflows, creating a seamless conversational ecosystem that enhances the customer journey and meets their preferences. For example, an ecommerce platform can automatically share package delivery OTPs via WhatsApp, an insurance provider can send payment reminders, and a travel agency can deliver booking details—all triggered through the webhooks in IM.

 

Availability

Professional and above



 

 

Measure customer happiness rating for IM Channels


Collect feedback on customer satisfaction for interactions conducted through the IM channel. A customer's happiness rating helps to see what they think about the support they receive at the end of each response or after closing their ticket. The integrated analytics will also assist the business in monitoring the ratings received by the agents or given by their contacts and accounts across various time frames.


Help document and availability

Customer happiness rating for IM channels | Standard and above





Thread separation in IM tickets  

Users can enhance clarity in IM tickets with the help of thread separation. This feature distinguishes different conversation threads to make it easier for agents to manage and resolve issues effectively.


Availability

Standard and above






Integration 

Scheduling meetings from the ticket interface with Zoho Meeting integration


The Zoho Meeting integration enables agents to schedule and conduct meetings directly from the ticket interface. For example, if a customer submits a ticket requesting a product demo, the agent can create the meeting from the ticket interface, invite the relevant stakeholders, and also have the meeting recording and meeting details such as link, date, time, and venue available inside the ticket for easy access.


Help document and availability

Integrate Zoho Meeting with Zoho Desk | Standard and above



 


Track agent attendance and availability with the Agent Attendance Tracker extension

The Agent Attendance Tracker extension provides a comprehensive system for the support managers to monitor the agent's attendance. It addresses key operational challenges related to tracking and managing agents' break hours, attendance, and routine activities. Managers can track check-in and check-out timings and view detailed activity logs of their support agents. This is helpful in various ways:


  • Accurate break logging: Allows agents to define and log break times, maintain proper shift coverage, and ensure uninterrupted service for customers.
  • Streamlined check-in/out: Simplifies the process of checking in and out and enables precise tracking of work hours and real-time monitoring via the Agent Availability Report.
  • Custom statuses: Enables the creation of custom statuses for activities like training and meetings to provide detailed visibility into agents' time allocation and enhance accountability.

 

Help document and availability

Integrating Zoho Desk with agent attendance tracker | Standard and above

 


 


 



Also see our What's new page

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

      • Text snippet

        There is a nice feature in Zoho Desk called Text Snippet. It allows you to insert a bit of text anywhere in a reply that you are typing. That would be nice to have that option in Zoho CRM as well when we compose an email. Moderation Update: We agree that

      • Kaizen #206 - Answering your Questions | Displaying Related Purchase Orders from Zoho Books in CRM Deals using Queries

        Hello everyone! We're back with another post in the Kaizen series. We're grateful for the feedback we received from all of you! One of the questions we received was "I would like to see the list of Purchase Orders in Zoho Books for a Deal in CRM." We

      • Add Analytics function for Title case (capitalising each word in a string)

        At present, you can only capitalise each word in a string in Analytics during data import. It would be really useful to be able to do this with a formula column, but there is no Title Case function.

      • How to conditionally embed an own internal widget with parameters in an html snippet?

        Hello everyone, I'm trying to create a dynamic view in a page using an HTML snippet. The goal is to display different content based on a URL parameter (input.step). I have successfully managed to conditionally display different forms using the following

      • Where can I find rejected inbound mails and their reason for rejection

        Hi, I was recently made aware by a mailing list which I am subscribed to (ffmpeg-devel@ffmpeg.org) that my Zoho mail Mail account is rejecting some emails. If I look under Admin Panel > Security & Compliance > Quarantine > Incoming, the list there is

      • Sync more than one Workdrive

        Hello Please I'm facing some difficulties since some days. In my company we have many zoho accounts in different organisations. And I have to find a way to sync all these Workdrives. I spend many hours to search it on zoho Workdrive but no solution. Could someone help me ? Any idea how I can achieve it ? Thanks in advance. Regards

      • Zoho writer unable to merge documents to PDF with basic fonts in Hebrew or fonts from my computer

        I created several forms that will be merged into PDF files through Zoho Writer and I am unable to receive the PDF in the basic fonts of the Hebrew language or in the fonts I have on my computer. The writer exports to PDF an exchange font that looks very

      • Base Currency Adjustment Reversal

        Two questions surrounding the base currency adjustments (BCA). I recently ported over from QB so I need to enter the base currency adjustments. In QB, it will calculate the BCA for you at the end of the year and then reverse it at the top of the following year. Makes sense. Does Zohobooks not do this as well? I created a BCA for Dec 31, 2016 but no reversing entry was made Jan 1, 2017. Am I supposed to manually do a reversal? I'm not even allowed to post journals directly to the 'exchange gain loss'

      • Please implement UAE Central Bank FX rates

        Hello, as I understand from your knowledge base, any UAE business account created from September 15, 2018 does not have foreign exchange rates fetched automatically. This is a serious inconvenience and I am not sure why ZOHO has not looked into the ways

      • Search Records returning different values than actually present

        Hey! I have this following line in my deluge script: accountSearch = zoho.crm.searchRecords("Accounts","(RS_Enroll_ID:equals:" + rsid + ")",1,200,{"cvid":864868001088693817}); info "Account search size: " + accountSearch.size(); listOfAccounts = zoho.crm.searchRecords("Accounts","(RS_Enroll_ID:equals:"

      • Making digital signatures accessible to all: Introducing accessibility controls in Zoho Sign

        Hi there! At Zoho Sign, we are committed to building an inclusive digital experience for all our users. As part of our ongoing efforts to align with Web Content Accessibility Guidelines (WCAG), we’re updating the application with support that will go

      • Super Admin Access to All Courses and Spaces in Zoho Learn

        Dear Zoho Learn Team, We hope this message finds you well. We are using Zoho Learn extensively for internal and agent training. While managing our courses and spaces, we encountered a significant limitation regarding admin access and course management.

      • Print checks for owner's draw

        Hi.  Can I use Zoho check printing for draws to Owner's Equity?  This may be a specific case of the missing Pay expenses via Check feature.  If it's not available, are there plans to add this feature?

      • [New Release 2024] Create and embed custom capabilities across CRM with Kiosk Studio, our latest no-code tool

        [Update | New series] We've started publishing a series of posts on Kiosk Studio. It's called Kiosk Studio Sessions and you can check out the first one here! [Update | 15 Oct} Session #2 is live! This one will look at how to create a kiosk for your call

      • Revenue Management: #10 Common Mistakes while Recognizing Revenue

        We are at the end of the series on Revenue Management, covering how different businesses recognise revenue. Even with clear standards like ASC 606 and IFRS 15 in practice, businesses often struggle with the nuances of revenue recognition. Especially growing

      • Windows Desktop App - request to add minimization/startup options

        Support Team, Can you submit the following request to your development team? Here is what would be optimal in my opinion from UX perspective: 1) In the "Application Menu", add a menu item to Exit the app, as well as an alt-key shortcut for these menus

      • integarting attachments from crm to creator

        when i tried to integrate pdf attachments from crm to creator via deluge i am getting this error {"code":2945,"description":"UPLOAD_RULE_NOT_CONFIGURED"} the code i used is attachments = zoho.crm.getRelatedRecords("Attachments","Sales_Orders",203489100020279XXX8);

      • Search Option

        🚫 Current Limitation: As of now (September 2025), Zoho FSM lacks a global search functionality, which makes it difficult to quickly: Find specific Work Orders by number or keyword Search for customer records or contact info Locate assets, jobs, or service

      • Mobile Chat Window - Full Screen

        Hello, The mobile chat window takes up the full screen, which is highly confusing for most customers! Using a desktop machine, I see the same happens when reducing the browser width to 800px or below. This suggests that it responsive web design, causing the switch to full screen. Can we fix this very annoying behaviour ourselves using a custom css file? If so, can you please let me know how? Thanks

      • Is it possible to customize ZC Themes?

        I understand you can choose a layout and customize Brand Color, App Header, Menu, and Sub-Menu components, but can you override some of the default theme settings with CSS or a config file? For example, - Table highlight color - Listview auto filter highlight

      • Is it possible to create Custom function-based Lookup field in Zoho CRM

        Is it possible to create a custom function-based lookup field in Zoho CRM? If so, how? Use case: Need to fetch users from Zoho Projects into a dropdown field in Zoho CRM.

      • @mention in comments no notification

        Hi, hope someone can help. When we @mention someone in the comments in Zoho Creator, how is that user notifed as we don't get anything on email or in the app notifications. 

      • Zoho unified inbox

        The new changes have definitely improved things for switching between accounts.  But zoho still desperately needs a unified inbox.  It sucks to have to enter filters and folders for each and every inbox.  This seems like such a simple thing, i wonder why Zoho hasn't done it?

      • Add "Running Balance" column to Account Transaction Reports

        Hello, Currently Zoho Account Transaction Reports give you the opening balance, then lists the transactions, then provides the closing balance.  It would be great if you could add a column on the far right that shows the "Running Balance" on the account after each transaction.  There are many times when analyzing or tie-ing out transactions that this would be very helpful.  I currently have to frequently run a tape on my adding machine to get balance totals after a specific transaction on the list.

      • Unified customer portal login

        As I'm a Zoho One subscriber I can provide my customers with portal access to many of the Zoho apps. However, the customer must have a separate login for each app, which may be difficult for them to manage and frustrating as all they understand is that

      • WhatsApp Channels in Zoho Campaigns

        Now that Meta has opened WhatsApp Channels globally, will you add it to Zoho Campaigns? It's another top channel for marketing communications as email and SMS. Thanks.

      • error : Object code : 6500

        b3 = map(); b3.put("name", "Test Project Name"); updateprojects2 = invokeurl [ url :"https://projectsapi.zoho.eu/restapi/portal/era0130/projects/169495000000928007/" type :PUT parameters: b3 connection:"in2" ]; info b3 ; info updateprojects2; ------------

      • How to book GST paid in zoho books

        hi, i am a new user to Zoho books and not able to book GST paid in books, kindly suggest how i can book it in books. thanks, siddharth

      • I got unknown charge from Zoho

        Good day, I need help disputing a charge I don't know from, zoho. I have ZohoMail and ZeptoMail. I purchase credits for ZeptoMail, and for ZohoMail I am not subcribed.

      • How can I see content of system generated mails from zBooks?

        System generated mails for offers or invices appear in the mail tab of the designated customer. How can I view the content? It also doesn't appear in zMail sent folder.

      • Function 56: Automatically enable the option for customers to pay via bank account

        Hello everyone and welcome back to our series! One of the key features of Zoho Books is its integration with multiple payment gateways, allowing you to receive online payments for your invoices. This ensures faster payments, automates payment tracking

      • Attach Files to Your Notecards and share them on the go!

        Hey everyone! We’re excited to share a feature many of you have been asking for — you can now attach files directly to your text notecards and share with ease! 🙌 This update was built with your feedback in mind, especially for those who wanted a simple

      • Can i connect 2 instagram accounts to 1 brand?

        Can i connect 2 instagram accounts to 1 brand? Or Do i need to create 2 brands for that? also under what subscription package will this apply?

      • Workdrive on Android - Gallery Photo Backups

        Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. Emma

      • Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

        Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias

      • How to add a % Growth column for year-over-year comparison (2024 vs 2025)

        Hello, I am trying to build a monthly revenue comparison between 2024 and 2025 in Zoho CRM Analytics. My current setup is: Module: Deals (Affaires) Filter: Stage = Closed Won Date field: Closing Date Grouping: By Month Metrics: Sum of Amount for 2024,

      • How to searchByCriteria records that are under approval?

        I need to search for both approved and pending approval records Is that possible with this method? Or I need to a different method? var priceReqID = $Page.record_id; log(priceReqID); var records = ZDK.Apps.CRM.Price_List_Item.searchByCriteria("Price_Request:equals:"

      • How to add Simple Analytics to Zoho Pages?

        I have a website with Zoho Pages, how do I add Simple Analytics on it? They seem to have code they need to be embedded https://docs.simpleanalytics.com/script

      • End Date in Zoho Bookings

        When I give my appointments a 30 minutes time I would expect the software not to even show the End Time.  But it actually makes the user pick an End Time.  Did I just miss a setting?  

      • Cant seem to delete an email account

        Hello, I have researching for 4 days how to delete an email account and I am absolutely without a clue. The email account I am trying to delete is support<AT>fyshoes<dot>com. It's the first email account I made and it (is???) was associated with the super user (me). I have since changed it to adming<AT>fychoes<dot>com and I see the support email in my list but I just cant seem to get rid of it. Ultimately I want to associate that email account with another user that I want to add. This is really

      • Next Page