Announcing Early Access to the next generation of Zoho Desk UI

Announcing Early Access to the next generation of Zoho Desk UI

Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised.

Introducing DOT Design for Zoho Desk - our new design philosophy to redefine your customer service experience.  


This new design philosophy is built on a multi-pronged approach that enables superior communication and navigation for agents, while enhancing scalability without limiting flexibility for the management. This is also a step in the direction to make Zoho Desk a fully inclusive platform that is friendly for our differently abled friends. Our DOT design system has opened up a new library of components for Desk that can be accessed by developers, solution provider partners and software SIs of Zoho. The design system will additionally be externally shared for all the development and designing that relies on the Zoho Desk platform.

While the overall look and feel has been refreshed, the changes are not limited to being skin-deep. There has been a conscious effort to unify the navigation throughout the product, so the end user gets to experience a consistent, seamless experience. The design specifics are aimed at delighting our users with new themes, controls and performance attributes. Agents spend quite some time shuffling between various screens to scout for the right information and serve customers, and changes like these make everyday work easier for them.

The latest overhauled Ticket Queue view



Detailed Contact View



Detailed Ticket View



Latest Headquarters view




Feature Highlights
 
 
1. Dark Mode 
One of the most sought after features these days across most consumer apps is the Dark Mode. We've brought that experience to Desk now. After all, that's where your team is going to spend a considerable amount of time through the day, so it is essential that they love it's experience.

2. Themes
You can now choose from a wide range of themes to work on your favourite help desk application. Using your favourite colours on the app can make the whole help desk experience a lot more enjoyable. 




Watch Video:





3. Accessibility Controls
The new Accessibility Controls allow users to set preferences according to their choice and convenience. We have given deep user-level personalization to our users in terms of appearance, controls, font choices and layout.



Watch Video:


4. Multi-lingual support in Knowledge Base
The new  Multilingual Support in the Knowledge Base will help you translate, publish, and update self-service content in more than  35  different languages now.  This will help customers access self service in their native language and can be a super time saving feature for the agents too. 




5. Conversation Colouring (Private & Public Comments)
You can now reply contextually to your customers' public and private comments based on the  new colour coded conversations.




  6. Date & Time Format
The new Date and Time format will help agents to perceive data in the format of their choice, either in 24 hours or 12 hours. Its a great way to analyse tickets based on location and the corresponding time.




7.  Infinite Scrolling and no pagination
You can now save time and monotony of endless clicking with the brand new Infinite scroll option. With improved product performance, navigating tickets from the entire lot would be a breeze.




 So that was an overview of our new design direction, which we'd like to call DOT. We would love to hear your opinion on it. So please request access using this link here and we will enable it soon.
 
For you to have a complete overview of all the UI/UX updates, we have put together a change set deck. You can access the presentation here  

Please note that the set up and configuration process in Desk are also under revamp and will be updated to the new version, subsequently.

Early access community:
We are also hosting a private early access community for our customers for drilled down product conversations and feedback.  You will be automatically added to the group once you're given access to the new UI.

Here's a trivia: 5 years ago, today...

This day, 5 years ago was when we rolled out our largest UI overhaul. Since then, the customer service domain has evolved, so have all of you as businesses, and so has Zoho Desk as a product. What hasn't changed though, is our cause - to help you deliver unmatched customer service.
                  
Note: We are not stopping here! As you dive into the compelling UI upgrades that can boost your customer service experience, we have another exciting announcement lined up. Stay tuned and watch this space for further developments.







        • Recent Topics

        • Team Module Issues?

          We are testing Team Licenses for use by our Customer Service staff. I created a Teamspace called CSR and only assigned two users to this space: Administrator (me) and “Team License Test.” Team License Test is assigned to the Team User profile, with a

        • Canvases Auto-Skewing/Adding Scroll Bars When They Were Not There Prior

          Is anyone else noticing rendering issues in their canvases today? It seems to be mainly icons which now have scroll bars added which makes them all look off, though some fields seemed to revert to squished length as well. Were the icons replaced with

        • Zoho CRM Kiosk question – Passing Screen Fields to a Function

          I am building a Kiosk in Zoho CRM to create new Supplier (Vendors) records. Current setup: Screen 1 contains user input fields: Supplier Name (Vendor_Name) First Name (First_Name) I created a Deluge function: createSupplier(vendor_name, first_name) The

        • Announcing new features in Trident for Windows (v.1.41.5.0)

          Hello Community! Trident for Windows just received an exciting update with new ways to collaborate and stay organized without leaving your workspace. Let’s take a look at what’s new! Integrate Zoho Meeting with Trident. You can now schedule, start, and

        • Zoho ERP | Product updates | June 2026

          Hello users, We launched Zoho ERP on January 23, and since then, our goal has been to help businesses streamline and manage their operations with greater efficiency, flexibility, and control. Since the launch, we've continued to enhance the platform every

        • Zia Agent activation in Zoho Desk forces new Organization creation instead of deploying to existing one

          While attempting to complete the deployment and activation sequence of a new Zia Agent within our existing Zoho Desk environment, the activation process failed on the user interface, throwing a generic error (see print). However, despite the activation

        • Allow native Webhooks to authenticate via Connections

          Allow native Webhooks to authenticate via Connections (Basic Auth) instead of plaintext custom headers Summary Please allow native Webhooks (Workflow Rules > Instant Actions > Webhooks) to authenticate against the destination endpoint using the existing

        • Send Email Directly to Channel

          Hi, We are coming from Slack. In Slack each channel has a unique Email address that you can send emails too. I currently forward a specific type of email from my Gmail InBox directly do this channel for Verification Codes so my team doesn't have to ask

        • How do page versions work these days?

          I thought that Zoho Wiki had the capability to display previous versions of a page, and optionally reinstate them. But I can't find a current doc on this subject -- is there one? From what I remember, that capability was accessed via the Version number

        • Price Managment

          I have been in discussions with Zoho for some time and not getting what I need. Maybe someone can help explain the logic behind this for me as I fail to understand. When creating an item, you input a sales rate and purchase rate. These rates are just

        • Warehouse -> Locations Transition Causing Errors

          After saying "okay" to the transition from 'warehouses' to 'locations', I've now got shipped Sales Orders that I cannot invoice. How does one proceed?

        • Problem with the blueprint flow.

          Scenario: 3 departments in a single environment: A-B-C agents from department 1 D-E-F agents from department 2 G-H agents from department 3 Since we've been using Zohodesk (2023), agents can assign tickets to the correct department using the blueprint

        • Introducing the new Zoho Announcements Hub

          Hello, Enterprise Support Community! We are excited to announce a new way to keep up to date with recent product releases and announcements for the Zoho apps you use on a regular basis. Introducing our new centralized location to bring together all Zoho

        • Ability to run report over 180 days

          Is there a reason Zoho limits the ability to run reports for records older than 180 days? In my view, the only reason I can think of is that it forces us to pay for Advanced Analytics (which I do).

        • Cloning a View

          When I clone a View, it doesn't make a copy; it only creates a new copy with the same default fields as if I were creating a new view. What is the purpose of cloning if it doesn't bring in the same fields? Thanks Rudy

        • New tickets with empty image contents

          Dear Support. From the end of last week onwards customers send messages for new tickets through microsoft graph (by email to support at procert.ch using the procert portal). We have an issue with the emails because well packed images are no longer visible.

        • Images not showing up in Desk tickets

          Customers are trying to send us screenshots to diagnose their issues. But Desk seems to be stopping the images/breaking the link when the ticket comes in. (We can see them in an email box getting cc'd on all tickets...so it's not our mail system). Help!

        • Introducing Databridge for Zoho Creator

          Hello, Enterprise Support Community! We'd like to highlight a recent utility that was released for Zoho Creator, that will allow you to connect external, private datasources with your Creator apps, Databridge. Databridge is an application that will need

        • Zoho HTML editor is removing MSO (Outlook) specific code.

          The ability to add in custom HTML is great. We are using MJML to generate our wonderfully cross platform and responsive email code that works on Act-On, Salesforce, Hubspot, Active Campaign, and lead liaison. The way it supports MSO (Outlook) is it included

        • Retail Payment Receipt

          Hi, So "payment receipts" have a "Retail" template for thermal printers, but the template is configured at A4 paper size!!! How is this retail guys? On the other hand, Invoices have 3 Retail templates which have 3 and 4 inch paper size, perfectly fitting

        • Custom Portal URL causing SAMEORIGIN error with embedded Page snippet

          In my app, I have a page that embeds another page. The URL that I have for the embedded page starts with https://creatorapp.zoho.com but the custom domain I have set up is https://kors.kerndell.com. Because the user logged into the app at https://kors.kerndell.com,

        • Pasting images is a mess

          I’m trying to paste images into my tickets, in the comments field. But when I paste images, they end up in the wrong order or behind the text.

        • Sort by Project Name?

          How the heck do you sort by project name in the task list views??? Seems like this should be a no-brainer?

        • Zoho Contracts Just Got Better! CRM 2.0, Regional Settings & 6 New Reports

          Zoho Contracts is evolving to bring you a more efficient and customizable contract management experience. In this update, we are introducing powerful enhancements to our Zoho CRM integration, regional settings, and reports. Let us explore what’s new:

        • Writer is horrible

          Form filling is about unusable for complex forms! I am so tired of it.

        • Zoho Finance Limitations 2.0 #5: Can't select "Account Id" if creating Custom Links in Related Panel (but it's available for Custom Buttons)

          When creating a custom link within the Zoho Finance module there is no option to select the "Account Id". If creating a Custom Button, it's available. Any plans to make this available within a reasonable timeframe? ======== Perspective: using Zoho finance

        • Associate Zoho Project with Deal that is in a specific stage?

          Hi there, When a deal hits a certain stage, I'd like to associate it with an pre-exisiting zoho project? I am using blueprints. Using a custom function and deluge, how could I do this? I was thinking that the easiest option would be the modify the pre-made

        • Zoho Cliq not working on airplanes

          Hi, My team and I have been having this constant issue of cliq not working when connected to an airplane's wifi. Is there a reason for this? We have tried on different Airlines and it doesn't work on any of them. We need assistance here since we are constantly

        • Can Zoho CRM Emails be used in Zoho Analytics in any capacity?

          We're wanting to display details about Lead Activity in regular reports through Zoho Analytics but we're having difficulty integrating Emails at all. We'd like to be able to note when an email is received and when it is sent somewhere other than just

        • CRM Portal Lookup Linkage and Related Fields

          hi, if someone can give me the right path, would be greatly appreciated. we want to do a customer portal for our partners who we issue work orders for our customers, the linkage via lookup fields Partner -> Work Order -> Customer in our portal, the primary

        • Mirror Component in Zoho CRM: Access real-time related data without leaving your record

          Hi everyone, This feature is now available for the JP, CA, SA, UAE, and AU DCs. We're excited to bring to you Zoho CRM's mirror component, which presents relevant data on a record's details page and keeps everything users need in one place without having

        • [Free Webinar] New portal page customization in Zoho Creator - Creator Tech Connect

          Hello everyone, We’re excited to invite you to another edition of the Creator Tech Connect webinar. About Creator Tech Connect The Creator Tech Connect series is a free monthly webinar featuring in-depth technical sessions designed for developers, administrators,

        • #11 Stop Absorbing Cost That Client Should Pay

          One of the easiest ways of losing profit in a business isn't losing a customer. It's forgetting to include the expenses that are incurred for half of your customers. A taxi ride to a client location A software subscription purchased for a project. Domain

        • Related products & AI product recommendations through commerce API.

          Hello Zoho team I’m looking to add related products and AI product recommendations to my Zoho Commerce webshop with custom storefront. Is this supported through the API? And if not, is this on your roadmap? Thanks in advance David

        • Can you sell Subscriptions using Zoho Commerce?

          In addition to physical products and the apparently coming soon 'Digital Products', it is possible to sell Subscriptions using Zoho Commerce?

        • Zoho Commerce B2B

          Hello, I have signed up for a Zoho Commerce B2B product demo but it's not clear to me how the B2B experience would look for my customers, in a couple of ways. 1) Some of my customers are on terms and some pay upfront with credit card. How do I hide/show

        • A method for renaming tab titles in Creator to display more relevant information

          Hi Zoho Devs, Updates: Rules Export File attached; you can now import this into Tab Modifier instead of manually entering the rules yourself) 2022-06-08: Updated rules so that crm.zoho.com tabs are not affected; uploaded new .json import file 2022-06-09:

        • Bulk upload images and specifications to products

          Hi, Many users have asked this over the years and I am also asking the same. Is there any way in which we can bulk upload product (variant) images and product specifications. The current way to upload/select image for every variant is too cumbersome.

        • Billing Status Update

          Hello Latha, I’m working on a new automation (deluge) to fulfill one of our requirements. In this automation, there is a step to update the Work Order billing status from “Not Yet Invoiced” to “Non-Billable.” I tried to find the API information relevant

        • Problem with CRM Connection not Refreshing Token

          I've setup a connection with Zoom in the CRM. I'm using this connection to automate some registrations, so my team doesn't have to manually create them in both the CRM and Zoom. Connection works great in my function until the token expires. It does not refresh and I have to manually revoke the connection and connect it again. I've chatted with Zoho about this and after emailing me that it couldn't be done I asked for specifics on why and they responded. "The connection is CRM is not a feature to

        • Next Page