Simplify ticket replies with intelligent writing and content analysis tools

Simplify ticket replies with intelligent writing and content analysis tools

Introducing a smarter, faster way to handle ticket responses with generative AI-powered capabilities, now available in the ticket detail view. These enhancements are designed to reduce agent effort, improve clarity, and elevate the overall support experience.

Draft better replies with writing assistance

Agents can now refine their responses by using the writing assistance tool to rewrite sentences by adjusting tone, length, or language, directly within the reply editor. Whether it’s making a reply more concise, softening the tone, or translating a closing message, writing assistance helps agents communicate clearly.

For example, when following up on a technical support query, the agent might use a professional tone to explain the troubleshooting steps. However, they can adjust the tone of the closing sentence to be more encouraging and friendly, such as saying, "Feel free to reach out if you need any more help." They can also translate this part into the customer’s regional language to add a personal touch. 


Ensure clarity with content analysis

Agents can analyze the quality and readability of their reply, including spell check, grammar suggestions, readability scores, and complexity alerts. This allows the agents to send responses that are both well drafted and easy to understand.

For example, if an agent is responding to a billing query, the Content Analysis tool can help them identify long or confusing explanations about charges or invoice breakdowns and recommend clearer, concise alternatives. This helps ensure the customer fully understands the response without needing further clarification.

Generative AI services: 

To meet the growing demand for fast, accurate, and personalized support, Zoho Desk offers generative AI services that enhance agent productivity. Businesses can enable either of the services as needed.


Contextual placement of Zia features to support ticket handling

To further support agents in handling tickets more effectively, AI-powered services are strategically placed to promote convenience and discoverability, in ticket detail view display:

Insights

  • Sentiment: Instantly see if a conversation carries a positive, neutral, or negative sentiment to prioritize tickets and respond appropriately.
  • Tone: Understand how the customer is communicating—formal, casual, or otherwise—to match their style for better personalization.
  • Key topics: Direct the discussion by analyzing the user's ticket with the help of key topics. It highlights keywords such as product names and issue types, so agents can get the context before diving into details.
 

Ticket summary 

Ticket summary lets agents quickly get an overview of multi-threaded conversations with bullet-point summaries. Agent can summarize up to 30 conversations at a time and even select the type of conversation to be summarized. 

When Zia is enabled:
  • A summary is generated from the most recent 30 conversations, which by default includes incoming, outgoing, forwarded, public comments, and private comments.  
  • Each conversation should have a minimum of 50 words to generate a summary.
When ChatGPT is enabled:
  • Summary is generated with the most recent 5 conversation.
  • There is no minimum word limit to generate a summary. 

Summarize threads

When a customer reaches out with multiple issues, details, or questions at once, the agent can summarize threads to condense the information, highlight key points, and identify concerns for quick understanding. A thread-level summary ensures that the agent can cover all important points without missing any information. 

For example, if a customer writes in about a recent order delay, a product defect, and a billing issue all in one message, the agent can use the summarize thread to address each concern efficiently.

Reply assistant

Every time a query is raised, the agent can use the Reply Assistant to generate accurate and relevant responses. When Zia is enabled, Desk's reply assistant can make use of information available in the knowledge base to generate accurate responses. If ChatGPT is enabled as the generative AI service, reply assistant makes use of information available in knowledge base and OpenAI to draft accurate response.

Reply assistant even simplifies jargon to ensure that each response is easy to understand. The agent can further regenerate or edit the draft to tweak the tone, length, or language as per required. 


Generate content on demand

For situations beyond support resolutions, like follow-ups or making announcements, agents can use prompts to retrieve information or create custom content as needed. The agents can also adjust the tone, length, and language using the regenerate option. 
For example, an agent can use a prompt like, "Generate an apology email for the inconvenience caused due to the overheating of the phone." The feature then uses information from the knowledge base and open domain to craft content that fits the request.



These features are available in US, IN, AU and EU DCs. For more details, refer to the respective help docs linked alongside the descriptions. 

PM: @Anonymous User 

Regards,
Raveena
User Ed | Zoho Desk




      • Sticky Posts

      • 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

      • 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

        • Recent Topics

        • How to sync from Zoho Projects into an existing Sprint in Zoho Sprints?

          Hi I have managed to integrate Zoho Projects with Zoho Sprints and I can see that the integration works as a project was created in Zoho Sprints. But, what I would like to do is to sync into an existing Zoho Sprints project. Is there a way to make that

        • Online Assessment or any aptitude test

          This video is really helpful! I have one question — if I share an assessment form link (through email or with the application form on my career page), how does Zoho Recruit evaluate it? Can a candidate use Google or external help while taking the test,

        • Incoming Threads Report

          From data to decisions: A deep dive into ticketing system reports Customers raise questions and issues through multiple channels, such as email, chat, or tickets. To monitor the number of queries received on a specific day from each channel, leads can

        • Conditional layouts - support for multi-select picklists

          Hi, The documentation for conditional layouts says the following: "Layout Rules cannot be used on the following field types: Auto Number Lookup Multi Select Lookup User Lookup Formula File Upload Multi Line" I have a custom module with a multi-pick list

        • How to apply customized Zoho Crm Home Page to all users?

          I have tried to study manuals and play with Zoho CRM but haven't found a way how to apply customized Zoho CRM Home Page as a (default) home page for other CRM users.. How that can be done, if possible? - kipi Moderation Update: Currently, each user has

        • Cloudflare Turnstile is now available in Zoho Forms!

          Hello form builders! We have added a new layer of protection to help you keep your forms free from bots. Instead of forcing users to prove they are human, Cloudflare Turnstile quietly checks browser signals in the background. Your real users glide through,

        • Power of Automation :: Unique Task & Issue Prefix Format and Sequencing Rule

          Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

        • 【Zoho CRM】キャンバス機能のアップデート

          ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、キャンバス機能のアップデートをご紹介します。 目次 グリッドについて フォーム表示のタブについて 1. グリッドについて ビジュアルデザインは細部の調整に手間がかかりますが、キャンバスのグリッドを使えば要素を整理し、バランスよく配置できます。 画像やデータなどの要素をグループ化せずに簡単に配置できます。 余白を調整することで、要素間の視覚的なバランスを保つのに役立ちます。 「表示切り替え基準の幅」を設定すると、デザインをレスポンシブに調整できます。

        • Deleting unwanted ticket replies

          Hello, In a Zoho Desk Ticket thread, sometimes one of the recipients has auto-reply activated. This creates a new message in the Ticket thread that not only pollutes the thread, but most importantly cannot be replied properly because usually auto-reply e-mails don't do "reply all", so the other recipients are not included. I want to delete such a message in the Ticket thread. I searched the help of Zoho Desk, but only found a way to mark as Spam (https://help.zoho.com/portal/kb/articles/marking-support-tickets-as-spam)

        • Issue: Ticket Export Does Not Include Ticket Threads

          Dear Zoho Desk Support Team, I hope you’re doing well. I wanted to bring to your attention that the current ticket export feature in Zoho Desk does not seem to include the ticket threads or conversation history. When exporting tickets, only the summary

        • Ability to Set Client Name During Portal Invitation

          Hi Zoho Team, We would like to suggest an important enhancement to the Zoho Creator Client Portal functionality. Zoho Creator recently introduced the option to set a client’s display name in the Client Portal settings, which is very helpful for creating

        • スマホでキャンペンメールを見ると正しく表示されない

          キャンペーンのメール（HTML）を作成しましたが、スマホ表示に切り替えると正しく表示されません（添付参照）過去に作成したキャンペーンでは特に意識してませんでしたが、問題なく表示されていたようです。うまく表示される場合とされない場合の違いは何でしょうか？

        • Zoho Calendar Integrated Into CRM?

          I've searched around the forums but couldn't find anything addressing this . . .  Is there a plan to integrate Zoho's stand alone calendar solution into Zoho CRM?  The CRM calendar does an OK job but is very basic and the Zoho calendar is great, but I've only figured out to subscribe to my CRM calendar within ZCalendar - there is no 2-way sync. My preferred solution would be for ZCal to become the default calendar/event solution within Z CRM. Is this on the roadmap? Thanks

        • Can I Create Different Page Layouts Based on a Specified Module Pick List Field

          I am trying to work out how to create different page layouts based on a specified module pick list field value, like the Salesforce feature where you can define multiple record types and then create custom page layouts for each record type. This is a super important feature as for almost all the modules we are using (Leads, Potentials, Accounts) we need to be able only show fields relevant to the record type. E.g. We need a very different page layout for a consumer lead Vs a commercial lead, same

        • Scheduling Tasks in Relation to Project End Date

          I use Zoho project  to help manage tasks that relate to a number of specific business events that take place.  I would like to be able to have my project end date be the date of the event and then work "back" from that date to say...   Add a task 2 weeks before the project end date to remind me to XYZ.  Does anyone know if there is a way to base task timings back from a project due date rather than a project start date?

        • 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

        • Passing the CRM

          Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when

        • How to next stage blueprint in Zoho Creator

          Hello, I have question, its possible to next stage blueprint? in case, Start - (first stage) Leader 1 (with condition 1) - (second stage) Leader 2 (with condition 2) - (third stage) Leader 3 (with condition 3) - (fourth stage) After first stage, i want

        • Feature Request: Email Follow-Up Sequences Similar to Zoho CRM

          I’m wondering if Zoho Recruit is planning to introduce a feature similar to the Email Automation – Follow-Up Sequences that is available in Zoho CRM. In CRM, this allows users to send a series of timed follow-up emails triggered by specific actions (for

        • Currency limitation when integrating Zoho CRM & Zoho Books

          Brief Video of Problem: https://www.loom.com/share/d61d1d07d0904e149d80c1901a22418e. Background ·       Our business is based in Australia and we have to have Zoho Books in AUD to comply with tax and reporting regulations in Australia. ·       We sell

        • Multi-select Lookup does not have Advanced filter options in CRM

          With much fanfare Zoho announced the advanced filter options for CRM lookup fields which was a nice addition. This feature is not available for Multi-Select lookup fields. Will it be rolled out in the next 3-6 months, considering the standard lookup filter

        • Experience effortless record management in CRM For Everyone with the all-new Grid View!

          Hello Everyone, Hope you are well! As part of our ongoing series of feature announcements for Zoho CRM For Everyone, we’re excited to bring you another type of module view : Grid View. In addition to Kanban view, List view, Canvas view, Chart view and

        • Kaizen #157: Flyouts in Client Script

          Hello everyone! Welcome back to another exciting edition of our Kaizen series, where we explore fresh insights and innovative ideas to help you discover more and expand your knowledge!In this post, we'll walk through how to display Flyouts in Client Script

        • Admin Control Over Profile Picture Visibility in Zoho One

          Hello Zoho Team, We hope you are doing well. Currently, as per Zoho’s design, each user can manage the visibility of their profile picture from their own Zoho Accounts page: accounts.zoho.com → Personal Information → Profile Picture → Profile Picture

        • Published Course Not Reflecting In Hub

          Hi! I am trying to create micro-learning courses for our team to be available for self-guided learning. I have published the courses with enrollment settings open to all users of the hub, but they don't appear to be available for enrollment. Am I missing

        • Unlock Locked Users via Zoho One Mobile App

          Hello Zoho One Team, We have noticed that in the Zoho One web admin panel, we can unlock a locked user when needed. However, when using the Zoho One mobile app, there is no indication that a user is locked, nor is there an unlock button similar to what

        • Tip #47- Stay Ahead with Automated Scheduled Reports in Zoho Assist- 'Insider Insights'

          We’ve made it easier for you to stay informed, even when you’re busy managing remote sessions! With Scheduled Reports in Zoho Assist, you can now automatically receive detailed insights about your remote support and unattended access activities directly

        • Colour Coded Flags in Tasks Module List View

          I really like the colour coded flags indicating the status of the tasks assigned to a Contact/Deal in the module list view. It would be a great addition to have this feature available in the list view of activities/tasks. I understand you have the Due

        • Uploading data to S3

          Has anyone successfully uploaded data from Creator to S3 using the InvokeURL command or any other method in Deluge? (keywords: S3, AWS, Amazon, bucket)

        • 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

        • Credit Management: #4 Credits on Unused Period

          Recall a familiar situation. You sign up for a monthly gym membership. You pay the subscription fee upfront, get motivated, and show up consistently for the first week. Then, suddenly, you get caught up in work deadlines, travel plans, or a dip in motivation.

        • 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

        • Prevent new Record Association

          Hello all, We have a small sales organization therefore, it's helpful for everyone on the sales team to be able to view the full list of accounts to assist in preventing duplicate accounts from being created. However we want to prevent people from creating

        • Tip of the Week #73– Automate workflow with Make integration.

          Make is a no-code workflow automation platform designed to connect your favorite apps and automate repetitive tasks across services. By integrating Make with Zoho TeamInbox, you can streamline everyday inbox management and save valuable time. With this

        • Viewing attachments

          I'm using a Web Form integrated in my web site to collect Leads several info, including a image upload. In order to to approve each lead, we have to view the image uploaded. Unfortunately, in the Leads view, the Attachments can only be downloaded, not

        • Kaizen #89 - Color Coding using Client Script

          Hello everyone! Welcome back to another exciting Kaizen post. Today let us see how you can apply color codes to the List and Detail Pages of Zoho CRM using Client Script. Need for color code in Zoho CRM When you mark things with different colors as a

        • Instant Sync of Zoho CRM Data?

          With how valuable Zoho Analytics is to actually creating data driven dashboards/reports, we are surprised that there is no instant or near instant sync between Zoho CRM and Zoho Analytics. Waiting 3 hours is okay for most of our reports, but there are

        • Is it possibly to directly set the tax amount on order instead of indirectly via tax rates?

          We own an eCommerce application and want to funnel submitted orders from that system into Zoho. We're already calculating tax in our application and just need a way to set it in Zoho. We tried to use Zoho's tax objects for tax by setting the rates to

        • Zoho account sign in with passkey

          Hello, I am trying to sign in using passkey, but the option doesn't show up in the web and is disabled in Oneauth on mobile, saying the admin has restricted the use. On the Admin page in Security MFA I can find no option for passkey. Help would be greatly

        • Rescheduled US meetups: Zoho Desk user meetups are coming to seven U.S. cities in October and November, 2025

          Hello to our Zoho Desk users in the United States, We're excited to share the revised dates for the upcoming Zoho User Groups happening across the US this summer. Our product experts are heading to seven cities throughout the country, and for the first

        • Next Page