Zoho Desk Mobile App Year-End Roundup - 2025 - Desk| Mobile

Zoho Desk Mobile App Year-End Roundup - 2025 - Desk| Mobile

Dear Zoho Desk users, 

Greetings!

As you gear up for the festive season, we are excited to share a quick journey into all that is released in 2025! 

Zia's generative AI capabilities 

Zia insights can be highly beneficial in helping agents manage daily support challenges. The following Zia features are available for tickets and IM chats in both iOS and Android apps:
  1. Summarize tickets and threads 
  2. Summarize IM chats and analyze the sentiment of the incoming message
  3. Generate ticket and chat replies 
  4. Create other content, like emails, announcements, and invitations
  5. Refine messages 
  6. Translate replies

Tickets, threads and chat summarization - Android and iOS

Zia simplifies the ticket and thread content and provides a concise overview in a simple, easy-to-understand summary to help agents comprehend the issues quickly. This text can also be regenerated and translated into multiple languages supported by Zia. 
Zia insights can also generate a summary of the IM chat helping agents understand complex queries quickly. The sentiment of the incoming message and tickets can be analyzed using Insights to help agents align their responses accordingly.  

Generate content - Android and iOS

Agents can generate content other than ticket replies, including emails, invitations, announcements, community posts, and promotional content, by entering a prompt detailing their needs. 

Reply assistance for ticket conversations and IM chats - Android and iOS

Zia can analyze tickets and IM chats to draft meaningful responses by leveraging the organization's knowledge base. This helps the agents send quick empathetic responses to customers while maintaining their company's standards.

Modify tone and length of the conversation and chat - Android and iOS

Agents can rephrase ticket responses or chat replies right from the mobile app to modify the tone and length. They can either refine the whole reply or even selected sentences.

Ticket Management

Create individual tasks, events and calls - Android and iOS

Users can create individual tasks, events, and calls that are not associated with tickets such as such as onboarding requests or service maintenance. Outbound calls can be scheduled, and the details of inbound and outbound calls can be recorded to provide transparency and track the agent's progress.They can also sort and view activities in a standard system-defined or custom view per their requirements. This ensures better accessibility by enabling agents to classify activities as needed.

Interlink tickets to maintain an organized database - iOS

Users can interlink related tickets as parent-child to maintain a contextually well-organized database. If similar or related tickets are interlinked, the agents can refer to the relevant ticket to understand the issue they are dealing with before replying to the customer. They can find information easily and also close multiple tickets at once, saving a considerable amount of time.

View the formula fields in your mobile - Android

In the mobile app, users can view the formula field set in the ticket, task, event, contact, and account layout in six different data types: decimal, boolean, currency, string, date, and datetime. Send the ticket as an email to the customers Agents can send the ticket subject and description to the customers to keep them in loop of their conversation for better clarity.

Restrict attaching certain files based on the organization settings - Android and iOS

Attachment file type restriction blocks unauthorized file attachments that a user can attach to a ticket. By configuring attachment settings, administrators can allow to upload or download or block specific file types for both incoming and outgoing support tickets in mobile.

Save the filtered list view in mobile to access your tickets easily - Android 

Users can apply field-based filters to the Tickets module that suit their search criteria and save them for quick access. This reduces the time spent in setting up filters every time to look for specific tickets. Users can also rename and delete filters.

Execute specialized actions through custom buttons in the mobile app - Android and iOS

Users can access other apps or websites or even fill out forms in third-party tools from the ticket interface in their mobile device. They can also execute custom workflow items, like sending alerts, triggering approval requests, or creating records through custom buttons.

Sort and view table columns in the mobile app - Android

Agents can view their tickets in a tabular format in the all departments view. They can also sort ticket details alphabetically into columns like subject, status, and contact owner.

Format comments in mobile app using the rich text editor - iOS

Users can format comments using various rich text formatting options, such as bold, italics, underline, strikethrough, font color, highlighting, bullet points, and text alignment. These options provide a more versatile and visually appealing commenting experience within tickets.

Note down information in Scribble using Apple Pencil kit - iOS

Agents can use the Apple Pencil kit in Scribble to note down information and upload notes as attachments to their tickets, comments, and activities.

Instant Messaging  

Use multilingual templates to send WhatsApp messages - Android and iOS

Agents can send WhatsApp messages to customers in their preferred language without manual translation using pre-approved templates, thus increasing user engagement and reducing the time needed to draft responses.

Pick up GC bot chats from your phone - Android

Guided Conversation, when associated with channels like WhatsApp and ASAP, creates chatbots to answer customer queries, complete tasks, or access services. When the customers request to transfer the chat to an agent, they can pickup those chats through their mobile anytime and anywhere, providing immediate resolution.

Send WhatsApp message from Desk ticket and contacts page - Android and iOS 

Agents can quickly initiate personalized conversations with customers by selecting a pre-approved WhatsApp message template right from the ticket and contact detail page without navigating to the IM module. This improves the turnaround time and also aids consistent resolution of tickets.

Perform mass actions in the contacts module from Android app - Android

Agents can select upto a maximum of 50 contacts and send them WhatsApp messages at scale, they can also delete the contact records. This allows them to improve speed and efficiency.

Reply to IM tickets via email from mobile app - Android and iOS   

For tickets originating from the IM channel, the agents can reply through email directly from the ticket, preventing them from navigating to other channels.

Account Personalization  

 Swipe left or right to perform basic ticket actions - Android

Users can set custom swipes (for left and right swipe) to quickly access basic ticket actions like move, read or unread, close or reopen, pick, assign, edit, delete, mark as spam, and share URL.

Customize the list view in a custom module - Android and iOS

The list view in a custom module can be personalized by adding or removing columns as needed.
For example, in a custom module called Tour Packages, the users can select fields—country of travel, duration, package type, and if a visa is required—to appear in the list view for easy access.
The fields and layouts within a module can be rearranged, and the appearance and alignment of each card in the module can also be customized.

New  language support in the Desk mobile app - Android and iOS

Zoho Desk's Android app supports the Norwegian language, bringing the total number of supported languages to 23. Meanwhile, Zoho Desk's iOS app supports Norwegian, Hindi, Marathi, Bengali, and Telugu languages.

View user profile information in the Desk mobile app - Android and iOS

Agents can view their profile in the mobile app to get an overview of information about the tickets they handle, their average handling time, customers' happiness rating, contact details, and other useful metrics. 

For more information on the features, kindly refer to the help documents for iOS | Android. 

Zoho Desk wishes everyone a happy and prosperous 2026!!  

    • Sticky Posts

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • WhatsApp pricing changes: Pay per message starting July 1, 2025

      Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

      • Recent Topics

      • Feature Request: Detailed View - Related Block Links!

        Desperately need a view record link option on records displaying in the related blocks on a Detail View. For the love of god, please add this feature. Thank you!

      • Sub-Form Padding in CSV Export

        Hi, When you use the Sub-Form, and for example you have a Date Field on the Main Page, then Option 1 and Option 2 fields on the Subform, when you export this to CSV the Date column will only have the Date in 1 row, the first row, it would be nice to pad

      • Dependent / Dynamic DropDown in ZohoSheets

        Has anyone figured out a way to create a Dropdown, the values of which is dependent on Values entered in the other cell ?

      • How do I change the order of fields in the new Task screen?

        I have gone into the Task module layout, and moving the fields around does not seem to move them in the Create Task screen. Screenshot below. I have a field (Description) that we want to use frequently, but it is inconveniently placed within the More

      • Zoho → ShipStation Integration – Sales Order–Driven Fulfilment Workflow

        Hello All, I’m reaching out to explore the best way to integrate a shipping tool into our inventory which will speed our process up. We are looking to integrate ShipStation into our existing order-to-fulfilment workflow, as we’re keen to standardise on

      • IA ou je peux trouver comment utiliser IA

        Je voudrais utiliser IA dans l'interface zoho pour m'aider quand j'ai des questions de rôle partage ou autre configuration d'automatisation, j'utiliser ChatGPT externe mais il ne connait pas toujours l'interface zoho et les réponses sont parfois longue

      • Data Processing Basis

        Hi, Is there a way to automate the data processing for a candidate every time an application arrives from job boards, without requiring manual intervention? That is, to automatically acquire consent for data processing. I've seen a workflow that allows

      • Zoho vault instal on windows

        I am trying to use Zoho Vault Desktop for Windows, but I am unable to complete the sign-in process. Problem description After logging in to my Zoho account and clicking Accept on the authorization page, nothing happens. The application does not proceed

      • ZOHO GLITCHES

        Ok, you guys have done a great job at building a platform that has the potential to surmount the competition but these glitches are becoming more than frustrating! This is beyond annoying, I'm trying draft lawsuits and type up privacy and refund policies

      • Notification to customers when I use a Zoho function

        Hi all, I tried searching the community but couldn't find anything about it. I noticed that the customer receives the notification of reopening the old ticket but does not receive the notification of opening a new ticket when I use the function: "separate

      • Date Filters in Zoho Desk Dashboard

        Hello Team, Currently, in the Zoho Desk dashboard, the date filter is available only for daily, weekly, and monthly views. Could we also add a yearly date filter to allow filtering by an entire year? Additionally, in the custom date filter, it is currently

      • Mobile app - offline

        If I made a couple of forms and my field guys had the mobile app and were somewhere without signal, could they open the app, complete and sumbit a form and have it upload when they are back in signal (we need different info at different jobs and I'm trying

      • Zoho Survey reminder settings are extremely confusing

        Hi, I just want to set 3 reminders, one week apart from the first email out. Your form is too confusing and I don't understand. Can you simplify and be more specific regarding the language used on the form ?

      • Zobot drop down list

        Hi, I am trying to create a drop down list in Zobot by creating a plug. I think I am close but I just can't get it over the line and was hoping that someone could help me. I had a little bit of help getting the script started (hence the comments) // Deluge

      • How to compare a subform lookup field that allows multiple entries when edited

        I have a form with a subform with multiple fields. One of the fields is a lookup field that allows a multi select. On edit validation, I want a workflow to execute only when the entries in that subform field has changed. The old. function is not working

      • Translation of Tooltip Messages

        The descriptive help messages should be available to provide translations for.

      • Business Day Logic Update: More Accurate Scheduling for Your Workflows

        Hello everyone, We’re improving how business-day calculations work in workflows, especially when triggers happen on weekends. This update ensures that offsets like +0, +1, and +2 business days behave exactly as intended, giving you clearer and more predictable

      • Lead Blueprint transition in custom list view

        Hi, Is It possible to insert the Blueprint transition label in a custom Canvas list view? I am using Lead module. I see the status, but it would be great if our users could execute the Blueprint right from the list view without having to enter the detailed

      • Email Notifications not pushing through

        Hi, Notifications from CRM are not reaching my users as they trigger.  We have several workflow triggers set up that send emails to staff as well as the notifications users get when a task is created for them or a user is tagged in the notes.  For the past 6 days these haven't been coming through in real time, instead users are receiving 30-40 notifications in one push several hours later.  This is beginning to impact our daily usage of CRM and is having a negative effect on our productivity because

      • Debit opening balances of vendors

        Dear colleagues: I am looking at the trial balance as on 31st March 2024, and punching opening balances (1st April 2024) in Zoho Books. Vendors have credit balances, by its nature, but some of our vendors have debit balances as well (e.g., we have paid

      • Is there an equivalent to the radius search in RECRUIT available in the CRM

        We have a need to find all Leads and/or Contacts within a given radius of a given location (most likely postcode) but also possibly an address. I was wondering whether anyone has found a way to achieve this in the CRM much as the radius search in RECRUIT

      • Allow Text within a Formula

        Hi, I would like to be able to use this for others things like taking an existing Date Field and copying its value, so by entering getDay(Date)&"-"&getMonth(Date)&"-"&getYear(Date) it results in 01-02-2026. And then when the Date is changed so is this

      • Change Number Field to Decimal Field

        Hi, It would be nice to be able to change the field type without having to delete it and create a new one, messing up the database and history. Thanks Dan

      • Pipeline.Company Name field shows up as numbers! [Bigin Developer Console > Component > URL]

        Hi there, I am setting up to invoke URL to send infromation zoho bigin > zoho forms with company name pre-fill in the form. however when I use : ${Pipelines.Company Name} field it shows up as a string of number instead of words. Help.

      • Add specific field value to URL

        Hi Everyone. I have the following code which is set to run from a subform when the user selects a value from a lookup field "Plant_Key" the URL opens a report but i want the report to be filtered on the matching field/value. so in the report there is

      • How to Move Behavior, Acquisition, Polls & Forms Data from Zoho PageSense to Zoho Analytics?

        Hi Zoho Community, I'm looking for a way to transfer data from Zoho PageSense to Zoho Analytics, specifically: Behavioral data (clicks, scrolls, heatmaps, etc.) Acquisition data (traffic sources, campaigns, etc.) Polls and forms data As far as I can tell:

      • Zoho Social - Feature Request - Non-US Date Format

        Hi Social Team, I have noticed that there is no option to change the date format from US mm/dd/yyyy to others like dd/mm/yyyy. It would be great to see this added as the platform matures. Thanks for considering this feedback.

      • In arattai received message can't be deleted

        The issue has been noticed in following: arattai app (Android) arattai app (Window) arattai web While the message posted by me may be deleted, the ones received from others can't be. The item <Delete> change to <Report> when the message is a received

      • Zoho CRM Community Digest - December 2025 | Part 1

        Hello Everyone! In the first half of December, Zoho CRM rolled out auto-invite for portals, smarter CPQ with Zia suggestions and price rules, and Query Workbench for faster query building. We also highlight other noteworthy conversations you shouldn’t

      • Zoho Flow Credits

        Hi , I would like to ask the reason why every time I added plus credit but few days later I will return back to default? (as below I add credit to 3000 but today It change back to 1000) Most important is, when the credit fully used, not any reminder to

      • Custom Module Send Email not filling To automatically after adding Email field also

        I create custom module in zohoCRM but problem is in custom module when i click send email there in popup To is filling automatic its coming empty which i need to manually add an email there. How can I fix it? I already added the Email field there, but

      • Introducing Intake Forms

        We are excited to announce the release of Intake Forms, a new feature in Zoho Contracts designed to make contract requests simple, structured, and efficient. Intake Forms allow organization members to request new contracts through a web form instead of

      • Manage control over Microsoft Office 365 integrations with profile-based sync permissions

        Greetings all, Previously, all users in Zoho CRM had access to enable Microsoft integrations (Calendar, Contacts, and Tasks) in their accounts, regardless of their profile type. Users with administrator profiles can now manage profile-based permissions

      • eIDAS 2.0: What's changed for digital trust in Europe, and where Zoho Sign stands

        Hi there! It's that time of year when many of us get our ducks in a row. A new year often makes us reassess priorities, and for businesses in the EU, it means taking a closer look at how digital identities and electronic signatures work across borders,

      • Directly Edit, Filter, and Sort Subforms on the Details Page

        Hello everyone, As you know, subforms allow you to associate multiple line items with a single record, greatly enhancing your data organization. For example, a sales order subform neatly lists all products, their quantities, amounts, and other relevant

      • Add Israel & Jewish Holidays to Zoho People Holidays Gallery

        Greetings, We hope you are doing well. This feature request is related to Zoho People - please don't move it to zoho one! We are writing to request an enhancement to the Holidays Gallery in Zoho People. Currently, there are several holidays available,

      • Any update on much requested feature, to delete attachments without deleting the e-mail body?

        People have been requesting the ability to delete e-mail attachments without deleting the e-mail for more than ten years now. The latest I see is marked "Working On It" and a year ago it was supposedly being added, see here: https://help.zoho.com/portal/en/community/topic/is-there-a-way-to-delete-mail-attachments-without-deleting-the-text

      • How to delete attachments form Zoho mail accounts

        I can't find a way to delete attachments from Zoho mail messages, either individually or in bulk. Searches here are providing conflicting results and often talk about workspace, whereas I am only interested in how to delete attachments that are seen with

      • Unable to fetch ticket by custom field value

        I'm trying to set up a Flow to fetch a ticket based on a custom field value. This seems like it should be pretty straightforward, but it's not working for me. I keep getting an error saying Zoho Desk says "Extra query parameter 'cf_creator_record_id'

      • Zoho Inventory - Composite Items - Assembly - Single Line Item Quantity of One

        Hi Zoho Inventory Team, Please consider relaxing the system rules which prevent an assembly items from consisting of a single line item and outputting a quantity of 1. A client I'm currently working with sells cosmetics and offers testers of their products

      • Next Page