Zoho Desk Autumn Release - 2024

Zoho Desk Autumn Release - 2024

Greetings Zoho Desk users!

 

Earlier this year, in February 2024, we released an array of features ranging from process orchestration to ticket management, self-service, and more. Here is the announcement post for reference: February 2024 release announcement.

 

We are back with another round of updates and new features for August 2024 that will elevate the current customer service operations.

 

Webinar: What's new in Zoho Desk | August 2024 updates

We're also hosting a webinar to discuss these release features in detail. The registration links are shared towards the end of the post.

 

Let's take a look at each update in detail.

 

The updates are grouped into the following categories:

 

  • Ticket management
  • Self-service
  • Data management
  • Automation
  • Zia
  • Instant messaging
  • Integration
  • ASAP
  • Developer space
  • SDK
  • Mobile experience

Ticket Management 

Pinned comments and threads in tickets for easy access


Agents can pin important comments or threads in a ticket for quick access. If a customer’s first comment contains critical information and subsequent replies are added, the original comment can be pinned to ensure it is easy to locate and visible to everyone who accesses the ticket. Comments and threads can be pinned for personal reference or for all agents. This helps maintain the context of the ticket, and agents can avoid losing track of key information as more comments are added through the ticket's lifecycle.

Help document and availability

Pinning comments and threads in tickets | Express and above





 


Update ticket status while sending a reply

Agents can automatically update a ticket’s status while sending a reply. If a ticket requires further information from the customer, then while replying to the ticket, the agent can update the ticket status to "Awaiting information from the customer". This saves time and ensures prompt status updates.


Help document and availability

Send and update a ticket's status | All editions




Self-Service 

Follow and unfollow knowledge base articles to get real-time updates


Customers can follow specific knowledge base (KB) categories, sections, or articles to receive updates whenever an article is updated or added. For example, if a customer frequently references articles on billing and payments, they can follow the particular section or article to get notified whenever an update is made.


Help document and availability

Following and unfollowing knowledge base categories | Express and above



 


Improve article navigation and content structure with accordion and tabs

The accordion and tab options in the KB editor significantly enhance the readability and usability of the content. For example, consider a detailed troubleshooting guide that covers complex use cases. Using an accordion layout improves readability by allowing each section to be neatly collapsed or expanded as needed.




Likewise, tabs can be used to distinguish the troubleshooting steps or topics within the article. This tabbed navigation provides a more user-friendly experience by enabling users to switch between related topics quickly or check the steps for a particular action without leaving the page.




Help document and availability

Insert accordion and tab for KB articles | Express and above

Data Management 

Optimize data management with scheduled backups


Admins can set up regular backups at designated intervals like weekly, monthly, etc. to ensure that data history is always available in an accessible format. For instance, if crucial records are accidentally deleted or altered, administrators can quickly restore the data from the latest backup, maintaining business continuity and ensuring efficient data handling.


Help document and availability

Backing up your help desk data | Express 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

      • Restrict Employee mail deletion

        Dear Zoho, Is there a way where i can restrict my employees to delete any mails from their account

      • 554 5.1.8 Email Outgoing Blocked.

        Hi guys, I just singed up for mateusz.nowicki@zoho.com mail and I can't send any mails.. Why? Everytime I try to send something I got error like the one in the screenshot. Please, help me.

      • Zoho IP blocked by SpamHaus

        ERROR CODE :550 - 5.7.0 Your server IP address is in the SpamHaus SBL-XBL database, bye

      • File Upload in Creator's Subfrom

        Hello Sir/Madam, Here is a Problem......... Scenario: In CRM One Custom Module (Payments) have one File Upload Field now we have to Upload that File into Creator's Custom Form (Documents) have one Subform (Documents) in Document Upload Field using Deluge

      • Error AS101 when adding new email alias

        Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

      • Trigger workflow base on email clic

        Searching the help and forum, I see that there were workflow trigger rules based on email. But now, I can't find this type of trigger when I create a custom workflow. What I'm looking for would be to automate the sending of an email for a new prospect,

      • Bigin Form Acknowledgement

        How to troubleshoot and find out why form acknowledgement is not sending emails after form submission?

      • Option to Customize Career Site URL Without “/jobs/Careers”

        Dear Zoho Recruit Team, I hope you are doing well. We would like to request an enhancement to the Career Site URL structure in Zoho Recruit. In the old version of the career site, our URL was simply: 👉 https://jobs.domain.com However, after moving to

      • Zoho Mail POP & IMAP Server Details

        Hello all! We have been receiving a number of requests regarding the errors while configuring or using Zoho Mail account in POP/ IMAP clients. The server details vary based on your account type and the Datacenter in which your account is setup. Ensure

      • Ever since the new Android App udpates notifications are not working

        notifications are not working for the app is its closed I followed the tutuorial to the notificaction fixed and everythig seems to be right but notifications are not workig

      • Zoho Analytics & Zoho Desk - but not all desks

        I have several desks in our company and one of those is used by our HR department. I want to bring through the data to the shared Zoho Analytics workspace - except for the HR desk. Can this be excluded at data import stage ?

      • Incoming Emails Not Showing Up in Zoho Inbox

        Hi - I have my Zoho email account set up to forward a copy of all incoming emails to a secondary Gmail address, whilst retaining the original email in the Zoho inbox. However, all my incoming emails are currently not showing up in my Zoho inbox, so I'm

      • Unable to Create Zoho Booking via the Book Appointment API

        Its giving the below error {     "response": {         "errormessage": "Error setting value for the variable:customer_details\n null",         "status": "Error"     } } Request: POST Url: https://www.zohoapis.in/bookings/v1/json/appointment attached Zoho-oauthtoken

      • SHEET - Send email when a cell changes

        I would like to create a custom function for Zoho Sheet that triggers when a paticular cell changes to a specific value. This would result in sending an email to a recipient (this would be an address that remains the same and included in the script). Example: = IF(N4= "Drafted", <>EmailFunction) 1)     Cell N4 changes to "Drafted" 2)    Email is sent to recipient            or alternatively 3)    Post to chat channel I have found the Custom function editor in Sheet. I am not bad at scripting, but

      • Apply transaction rules to multiple banks

        Is there any way to make transaction rules for one bank apply to other banks? It seems cumbersome to have to re-enter the same date for every account.

      • 【開催報告】 福岡 ユーザー交流会 2025/8/8（金）

        皆さま、こんにちは。コミュニティチームの中野です。 8/8（金）に、福岡 ユーザー交流会を開催しました。 本投稿では、その様子をお届けします。当日の登壇資料などもこちらに共有しますので、参加できなかった皆さまもご参照ください。 今年初の開催となる福岡 ユーザー交流会では、CreativeStudio樂合同会社 前田さんによるZoho CRM / Sign / Survey の事例セッションのほか、 Zoho社員セッションでは、Zoho Forms の活用法を解説。 さらに、「見込み客・顧客データの管理/活用方法」をテーマに参加者同士でZoho

      • no me llegan los correos a Zoho mail

        No puedo recibir correos pero sí enviarlos, ya hice la modificación de MX y la verificación de teléfonos, qué es lo que ocurre? gracias

      • Error: Invalid login: 535 Authentication Failed

        I have used zoho with nodemailer. const transporter = nodemailer.createTransport({ host: 'smtp.zoho.com', port: 465, secure: true, auth: { user: 'example@example.com', pass: 'password' } }); While sending the mail, it shows the following error: Error:

      • Zoho Renewal

        Hello, If I am not going for zoho email renewal. will i get back my free zoho account? and if yes then is it possible to get back my all free user. how many user get back 10 or 25?

      • Not reciving emails

        Apparently i cannot recive emails on my adress contact@sportperformance.ro I can send, but do not recive. The mail i'm trying to send from mybother adress gets sent and doesn't bounce back... but still doesn't get in my inbox. Please advise

      • Not receiving MailChimp verification e-mail

        It seems that their verification e-mails are blocked. I can receive their other e-mails, but not their verification of domain ownership e-mail. I've checked and double checked how I typed the e-mail, using different e-mails (my personal e-mail can receive it), white listing the domain and all that is left is for the IP's to be white listed, but I don't have that power.  If a staff member could take a look at this -> http://mailchimp.com/about/ips/ And perhaps white list them for me, that would be

      • Creating my 2nd email account

        After creating my first email address, I decided to get another email address. I would like to use this new address as the primary address too. I don't know how to set it up there doesn't seem to be an option for that

      • Cannot - create more email account - Unusual activity detected from this IP. Please try again after some time

        Hello, I come across the error message in Control Panel. Unusual activity detected from this IP. Please try again after some time and i cannot create any more users We are an IT company and we provide service for another company Please unlock us.

      • "Unable to send message;Reason:553 Relaying disallowed. Invalid Domain"

        Good day. When I try to send mail through ZOHO mail I get the following error : "Unable to send message;Reason:553 Relaying disallowed. Invalid Domain" I need help with this. My zohomail is : @eclipseweb.site Thank you,

      • Transfert de domaine pour création des comptes emails

        Bonjour , je ne parviens point à créer des mails avec le domaine 'raeses.org' suite à la souscription du domaine auprès d'un autre hébergeur, dont j'ai fait la demande du code de transfert qui est le suivant : J2[U8-l0]p8[ En somme, attente de l'activation

      • Help! Unable to send message;Reason:554 5.1.8 Email Outgoing Blocked.

        Kindly help me resolved this issue that i am facing here.

      • How are people handling estimates with Zoho inventory?

        We are often using Zoho Books for estimates that then get converted to invoices within Books. We would like the sales team to migrate entirely to Zoho Inventory and no longer need to use Zoho Books so that they are only on one system. How are people managing

      • Relative Date Searches

        Currently in the search options, it has "date", "from date" and "to date". I think it would be great if there were options like "date greater than x days ago" and "date less than x days ago". I realise that as a once off you can just use the existing

      • Performance is degrading

        We have used Mail and Cliq for about three years now. I used to use both on the browser. Both have, over the past 6 months, had a severe degradation in performance. I switched to desktop email, which appeared to improve things somewhat, although initial

      • Ask the Experts 23: Customize, utilize, and personalize with Zoho Desk

        Hello everyone! It's time for the next round of Ask the Experts (ATE). This month is all about giving Zoho Desk a complete makeover and making it truly yours. Rebrand Zoho Desk with your organization’s details, customize ticket settings based on your

      • Dear Zoho CEO: Business Growth is about how you prioritise!

        All of us in business know that when you get your priorities right, your business grows. Zoho CRM and Zoho Books are excellent products, but sadly, Zoho Inventory continues to lag behind. Just this morning, I received yet another one-sided email about

      • Payroll In Canada

        Hi, When can we expect to have payroll in Canada with books 

      • Please review and re-enable outgoing emails for my domain

        Hello Zoho Support, I have recently purchased a new domain and set up email hosting with Zoho. However, my account shows "Outgoing Email Blocked". I am a genuine user and not sending bulk/spam emails. Please review and re-enable outgoing emails for my

      • Payroll without tax integrations (i.e. payroll for international)

        It seems as though Zoho waits to develop integrations with local tax authorities before offering Zoho Payroll to Zoho customers in a country. Please reconsider this approach. We are happy Zoho Books customers, but unhappy that we have to run payroll in

      • goingout e mail block

        info@ozanrade.com.tr

      • Incoming mails blocked

        Zoho User ID : 60005368884 My mail Id is marketing#axisformingtechnology.com .I am getting following message "Your Incoming has been blocked and the emails will not be fetched in your Zoho account and POP Accounts. Click here to get unblocked." Please

      • Assistance Needed: Ticket Status Not Updating and Sorting by Last Customer Reply in Zoho Desk

        Hello, I’m facing two issues in Zoho Desk that I’d like your guidance on: Ticket Status Not Updating: When a customer replies to a ticket, the status does not change to Reopened. Instead, it remains in Waiting on Customer, even after the customer’s response

      • Configuring Email Notifications with Tautulli for Plex

        Hi I'm new to Zoho. I am from Canada and I have a I use a web based application called Tautulli for Plex that monitors my Plex media server. It also sends a newsletter to my followers. To set this up they require a "From" email address., a smtp server

      • Is there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?

        Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This would

      • How to Set Up Zoho Mail Without Cloudflare on My Website

        I'm having some trouble with Cloudflare here in Pakistan. I want to configure Zoho Mail for my domain, but I'm not sure how to set it up without going through Cloudflare. My website, https://getcrunchyrollapk.com/ , is currently using CF, but I'd like

      • Next Page