Final reminder: Zoho Desk Old UI will be deprecated on December 15th, 2023

Final reminder: Zoho Desk Old UI will be deprecated on December 15th, 2023

Greetings Zoho Desk users!

 

Effective December 15th, 2023, the Zoho Desk old UI will be deprecated. This means that the option to switch between the old and new UI will no longer be available. We kindly request all users to move to the new UI by clicking the Switch to New Version button before the deadline.


On December 15th, 2022, the new version of Zoho Desk was launched to provide a more user-friendly, intuitive, and engaging platform. The new UI also paved the way to introduce a wide range of features to enhance Zoho Desk's overall functionality. We hope you have had the opportunity to explore everything the new UI has to offer! Read more on what the 2023 release had in store!

Why you should migrate to the new UI?

Migrating to the new UI offers a comprehensive design philosophy that prioritizes enhanced communication and navigation for agents, simultaneously providing scalability without compromising management flexibility. This makes Zoho Desk an entirely inclusive platform, ensuring accessibility for individuals with different abilities. The implementation of our DOT design system introduces a rich library of components accessible to developers, solution provider partners, and software SIs of Zoho. Furthermore, the design system will be externally shared to support all development and design activities reliant on the Zoho Desk platform. Read more on DOT design for Zoho Desk.

How to migrate to the new UI?

To switch to the new interface, within the old UI of Desk, click on the "Switch to New Version" button located in the top band. This action will initiate the migration process and transition you to the new user interface.


 

Here is a quick walkthrough of some of the updates that are available exclusively in the Zoho Desk's new interface:  


  • New functionalities: Mark tickets read & unread, accessibility controls, user-level personalization and preferences, date and time formatting, read receipts, data backups, and more.

  • Enhancements: Table View column adjuster, tag edit and delete, subject quick edit, ticket timeline (with department and activities filter), quick assignment, capability to merge up to 5 records, and more.
    Complete details on the new features and enhancements in the New UI

  • Features in private Beta (available in the new version only): Custom module, scheduled reply, mass reply, API dashboard, support contracts and support plans, and custom look-up field.

  • Upcoming features: Parent-child ticketing system, Audit log, Admin sandbox, regex field support, and round-robin sequential assignment.

 

Important dates:

  1. Since December 15th, 2022, new users who signed up were automatically directed to the new version of Zoho Desk, hence they will not undergo any transition. 
  2. After the December 15th, 2023 deadline, we will manually transition all existing users using the old version to the new version in case they have not done so already.
  3. During the transition period (Nov 15th 2023 - Dec 15th, 2023), users on the FREE plan will be gradually moved to the new version.


We request all our existing users who are still using the old interface to quickly switch to the new UI before December 15th, 2023, and also explore the new functionalities that Zoho Desk has to offer. 

 

Our support team is here to assist you through this transition. Should you encounter any challenges or have questions, please write to us at support@zohodesk.com.

 

Thank you for being a part of the Zoho Desk community. 

 

Best 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

        • Automating Ticket Responses Using Zoho Desk's AI Features

          We’re looking to set up an automation within Zoho Desk that can analyze incoming emails or tickets and automatically respond with relevant knowledge base articles based on the content of the request. Could you please guide us on how to configure this

        • Optimising CRM-Projects workflows to manage requests, using Forms as an intermediary

          Is it possible to create a workflow between three apps with traceability between them all? We send information from Zoho CRM Deals over to Zoho Projects for project management and execution. We have used a lookup of sorts to create tasks in the past,

        • Service locations are tied to contacts?

          Trying the system out. And what I discovered is that it seems that the whole logic of the app is, I'd say, backwards. There is a Customer - a company. The company has contact persons and service locations can be associated with different contact persons.

        • Enhancements to Zoho Maps integration tasks

          Hello everyone, We're excited to announce enhancements to the Zoho Maps integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need to

        • Bug in Total Hour Calculation in Regularization for past dates

          There is a bug in Zoho People Regularization For example today is the date is 10 if I choose a previous Date like 9 and add the Check in and Check out time The total hours aren't calculated properly, in the example the check in time is 10:40 AM check

        • Cliq iOS can't see shared screen

          Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

        • 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

        • Narrative 12: Sandbox - Testing without the risk

          Behind the scenes of a successful ticketing system: BTS Series Narrative 12: Sandbox - Testing without the risk What is a sandbox environment? A sandbox environment is a virtual playground that allows you to test freely and experiment with various elements

        • Dynamically catching new file creations

          I have a team folder with many subfolders, and in those folders we add new documents all the time. I'd like to have a workflow or script to notify me (and then take other actions) when a file is added anywhere in that structure that ends in "summary.txt".

        • Announcing new features in Trident for Mac (1.27.0)

          Hello everyone! Trident for macOS (v1.27.0) is here with new features and enhancements to improve scheduling and managing your calendar events. Let's take a quick look at them. Stay aligned across time zones. Both the scheduled and original time zones

        • Branding of native system emails

          Make system emails adjustable in terms of branding. We want our system to be completely white label, because it is not a CRM anymore, it's way more than that. We are following the strategy of "CRM for everyone" to use the CRM in all departments, not only

        • Slow uploads of large files

          I'm wanting to use Workdrive for transferring large images and video (we're talking things from 100MB-5GB). I'm running solo on a 500MBit/sec fiber connection. I'm getting upload speeds to Workdrive of no more than about 1-3Mbytes/sec when going through

        • Notes of Tasks in Zoho CRM

          Hello, Is there a way to filter the Notes that appear on a Task to only show the notes related to that specific Task and not display all the Notes of the objects related to that Task (Accounts, Contacts, Deal, etc). In essence, our team struggles to understand

        • Migrate Your Notes from OneNote to Zoho Notebook Today

          Greetings Notebook Users, We’re excited to introduce a powerful new feature that lets you migrate your notes from Microsoft OneNote to Zoho Notebook—making your transition faster and more seamless than ever. ✨ What’s New One-click migration: Easily import

        • need to upload from airtable to google drive

          I have a zapier zap that automates between airtable and google drive. When a customer uploads a new file into airtable via a client portal interface, zapier uploads that file into a folder linked to that customer's project record. I need to replicate

        • Can't delete functions that are associated with deleted workflow rules

          We have a handful of functions that were once associated with a workflow rule, but the rule has been deleted. The function still thinks it is associated so I can't assign it to a new rule. It is starting to get really messy because we have a list of functions

        • Default Sorting on Related Lists

          Is it possible to set the default sorting options on the related lists. For example on the Contact Details view I have related lists for activities, emails, products cases, notes etc... currently: Activities 'created date' newest first Emails - 'created

        • Credit Management: #1 Credit You Owe vs Credits Owed to the Business

          Think about the last time you ordered food online. You might have paid in advance through your card, but you received a $20 refund because your order got delayed or cancelled. In most apps, refunds don't go into the bank account directly; instead, they're

        • Tip #46- Turn Every Session into an Insight with Zoho Assist survey report- 'Insider Insights'

          Delivering exceptional remote support isn’t just about resolving issues, it’s about understanding how both customers and technicians experience each session. That’s where Survey Report in Zoho Assist come in. You can configure and customize survey questions

        • Enhancing Zia's service with better contextual responses and article generation

          Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic while

        • Allow the usage of Multi-Select fields as the primary field on "Layout Rules"

          We want to force our users to enter some explanation strings when a multi-select field has been utilized. I can't understand the reason for the usage restriction of Multi-Select fields as a primary field. This is a simple "Display hidden mandatory field

        • CRM/Bookings integration edits Contact names

          Hi there, I've installed the extension that connects Zoho CRM and Zoho Bookings. When we get a new appointment from Bookings from an existing Contact, that Contact's record shows this: First Name was updated from asd to blank value Last Name was updated

        • Domain Change

          “Please update my Email-in domain from @biginmail.biginmail.in to @biginmail.zoho.com. Messages to the .in domain are bouncing.”

        • Webhooks Limit Exceeded

          Today, I received an error message saying, 'Total number of Webhook call exceeded', but when I look at Manage > Billing, it doesn't look like any of my invokeURL calls are being logged. Following the advice from this thread: https://help.zoho.com/portal/en/community/topic/webhooks-daily-limits-in-zoho-creator

        • Auto select option in CRM after Zoho Form merge

          Hi, I have a dropdown field in Zoho CRM that is filled with a Zoho Form. The data is filled but not automatically shown. After selecting the right value in the dropdown the information a second field is shown. So the question is; how can I make the dropdown

        • Bring your CRM data straight into your presentations in Zoho Show

          Let's say you are working on a presentation about your team's sales pipeline for an upcoming strategy meeting. All the information you need about clients and leads is in Zoho CRM, but you end up copying details from the CRM into your slides, adjusting

        • Improved RingCentral Integration

          We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.

        • Introducing New APIs in Zoho Contracts

          We are excited to announce the release of new APIs in Zoho Contracts to help you automate and manage every stage of your contract lifecycle more efficiently. Here’s a quick overview of what’s new: 1. Complete Contract Draft You can use this API to complete

        • Vimeo

          For me Vimeo is the most important video social channel for media and filmmakers. Would others agree and like it added to Zoho Social.

        • Delete a department or category

          How do I delete a Department? Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.

        • Organization Emails in Email History

          How can I make received Org Emails to show up here?

        • Editing the Ticket Properties column

          This is going to sound like a dumb question, but I cannot figure out how to configure/edit the sections (and their fields) in this column: For example, we have a custom "Resolution" field, which parked itself in the "Ticket Information" section of this

        • Deleting Fields in CRM Deletes Views in Analytics

          Hey friends! I'm having some issues when we modify some fields within ZohoCRM. There are times where we need to sunset a field and eventually completely remove it. In these instances, it seems like a lot of views are removed in Analytics. This ranges

        • 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

        • How to setup pricing in Zoho

          Hi everyone, I am relatively new here and have just moved from my old inventory system to the Zoho one. I am trying to get my head around how it all works. I am mostly setup connected to a shopify store, but I do manual sales also For manual invoicing,

        • Prefilled Date fields auto-changed and then locked when using “Edit as new”

          If a document out for signature has date fields (not SignedDate fields) that were pre-filled before sending, and then you use “Edit as new” to create a new version of the same document, the value of those date fields gets automatically changed to today

        • Is there a way to update all the start and end dates of tasks of a project after a calendar change?

          Hi! Here's my situation. I've built a complete project planning. All its tasks have start dates and due dates. After completing the planning, I've realized that the project calendar was not the right one. So I changed the project calendar. I now have

        • Access Phone Field Components (Country Code) Directly

          Hello everyone, I'd like to propose an enhancement for the Phone field in Zoho Creator. The Problem: The Phone field captures the country code and local number separately, but stores them as a single string (e.g., +1234567890). To get the country code,

        • Send mass messages through WhatsApp from the Tickets module

          Hi Everyone! Effective communication is key to delivering prompt and reliable customer support. Because WhatsApp is one of the most widely used and familiar messaging platforms, it's an effective channel for agents to reach customers who have submitted

        • Lead Owner Signature Merge Field

          I want to automatically insert a signature (i.e. contact info usually found at the bottom of an email) into an email template, depending on who the lead owner is. What is the merge code for the Signature from a Users profile? CRM > Settings > Customization > Templates There is a popup near the bottom of the edit screen which says: "You can insert a Signature, which is available as a merge field in the users section." It is also referenced on this page: https://help.zoho.com/portal/en/kb/crm/customize-crm-account/customizing-templates/articles/template-builder#Merge_Fields

        • Next Page