Zoho Desk Autumn Release - 2024 — Post 4

Zoho Desk Autumn Release - 2024 — Post 4

Continued from Zoho Desk Autumn Release - 2024 — Post three

Integration

Streamline field service operations with the Zoho FSM extension

The Zoho FSM extension integrates field service management with Zoho Desk. For example, if a ticket requires on-site service, the extension allows the support agent to convert the ticket into a work order within Zoho FSM, assign the task based on resource availability, and track service history. This integration streamlines field operations and enhances the coordination between support and field service teams.


Help document and availability

Installation and usage guide for Zoho FSM extension for Zoho Desk | Standard and above







Integration of Zoho Desk with Qntrl for seamless task management


Integrating Qntrl with Zoho Desk allows the customers and the agents to plan and track their tasks and requests at ease. When a customer raises a request, it often involves input from multiple teams to achieve the best resolution. This integration streamlines project planning and enhances cross-team collaboration. Agents with Desk and Qntrl access can monitor task progress, gaining clear insights into its status. If there is a critical deadline and there is a delay in one of the tasks, the agents can prioritize the task accordingly and either prioritize it for completion or promptly communicate the delay.


For example, if a travel request is raised, the support agent can create a Qntrl card and link it to the ticket for the operations team to work on this in Qntrl. Any updates made in Qntrl will be immediately reflected in Desk to give agents visibility into the tasks.


Help document and availability

Integrating Zoho Desk with Qntrl | Professional and above






ASAP 

Unified ASAP help widget for web and mobile apps


Businesses can customize the ASAP widget for both web and mobile platforms with a single configuration. They can tailor their self-service channels and branding elements to ensure a consistent customer experience.


Help document and availability

Setting up ASAP help widget | Standard and above





Select the module to associate with the ASAP help widget


Users can select specific modules to be displayed on each platform, ensuring that the most relevant resources and information are readily accessible to customers. By choosing a particular module for the help widget, users can tailor the support experience to meet their customers' specific needs.

 

Help document and availability

Setting up ASAP help widget | Standard and above




Add interactive cards for the ASAP help widget

Interactive cards, or default widgets, can be added to enhance the ASAP help widget by providing key information and quick access to modules like the knowledge base, community forums, and ticketing systems directly on the home screen. Users can also create custom widgets for personalized information and add separate cards for GC, Answer Bot, and SalesIQ to further streamline customer access and support.


Help document and availability

Interactive cards for the ASAP help widget | Standard and above





Customize the welcome messages in ASAP

Enhance customer interactions by integrating personalized welcome messages into the ASAP platform, offering a warm and informative introduction to your support services. With the new support for welcome messages in ASAP, businesses can now greet customers with a customized message as soon as they initiate a support session. This feature allows companies to set the tone for a positive customer experience from the very beginning.


Help document and availability

Welcome message configuration for ASAP | Standard and above




Secured authentication mechanism for ASAP: JWT authentication

 

Utilize JWT (JSON Web Token) authentication to ensure a secure and seamless login experience for users accessing ASAP features. JWT-based authentication enhances the security and convenience of accessing ASAP services by implementing a robust single sign-on (SSO) solution. This method allows users to authenticate once and gain secure access to multiple ASAP functionalities—such as the knowledge base, ticket submission, and community forums—without needing to log in separately for each service.

 

Help document and availability

JWT authentication for ASAP | Standard and above



 

 

Custom branding for the ASAP help widget  


Businesses can customize the ASAP help widget to match their branding, boosting its visual appeal and recognizability. This customization creates a consistent brand experience for customers, making the ASAP widget more engaging and aligned with the company’s identity.


Help document and availability

Customization of ASAP help widget | Standard and above




Adjustable ASAP widget size


Users can select the size of the ASAP help widget, opting for either a large or small version, without requiring any code-level adjustments.


Help document and availability

Customization of ASAP help widget | Standard and above




Positioning of the ASAP launcher icon


Businesses can specify the position and spacing of the launcher icon, allowing them to place it precisely on their webpage.


Help document and availability

Customization of ASAP help widget | Standard and above




Enhanced ticket features in the ASAP help widget


The ASAP help widget introduces support for multiple layouts, enabling customers to submit tickets in their preferred format. It also enhances ticket management and organization by allowing customers to filter tickets by department, account, priority, and more. Additionally, customers can edit the properties of their own tickets directly in the widget for greater control and flexibility.


Availability

Standard and above


Multi-layout support in ASAP




Filter tickets in the ASAP widget



Edit ticket properties in the ASAP widget



Developer Space 

Manage API usage with custom alerts


API usage alerts allow users to set thresholds and receive notifications when API usage approaches these limits. For example, if a company is approaching the threshold of 1,000 API calls per day, they will receive an alert as a precautionary measure to avoid disruptions in service. Users can customize their alert settings by specifying a percentage threshold (between 50-100%) at which they would like to receive these notifications.


Help document and availability

Working with API usage alerts | Express and above




Also see our What's new page

Regards,
Varsha P | Zoho Desk - User Education


      • 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

        • Sorting a list of record acquired from the zoho.crm.searchRecords function.

          This is something for which I'm trying to figure out a straightforward way to do. The searchRecords does a great job fetching me the records that I want. However, in some cases, where it returns multiple records, I want it to sort the returned list by date of creation of that record, so that when I do records.get(0), I get the most recent record.  As an example, here's my sample pseudo code: records = zoho.crm.searchRecords("Clients", "Office_Number:equals:123456"); Now the "records" list above contains

        • Enhanced Recording Permission Controls for Zoho Cliq Meetings (Similar to Zoom)

          Hello Zoho Cliq Team, We hope you are doing well. We would like to request an enhancement to the recording permission functionality in Zoho Cliq Meetings. Current Limitation: in Zoho Cliq Only hosts and co-hosts can record a meeting. Participants cannot

        • Phone Connection

          When on a call the person on the other end complains that there is static, I am cutting in and out or they can't hear me all. This happens on the cell connection as well.

        • Can't add a sender adress from zoho campaigns

          hi, I need to change the sender address for a campaign.  When i try to add it i get a message to say 'duplicated email address found while adding your sender address'.  This is the first campaign i'm sending so I don't understand why this message is displayed? Thanks Jane 

        • Allow customers to choose meeting venue and meeting duration on booking page

          My business primarily involves one-to-one meetings with my clients. Given the hybrid-work world we now find ourselves in, these meetings can take several forms (which I think of as the meeting "venue"): In-person Zoom Phone call I currently handle these

        • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

          Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

        • This domain is not allowed to add. Please contact support-as@zohocorp.com for further details

          I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is the

        • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

          Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

        • Export History timeline

          Hi, I have an idea, bout zoho desk history of the ticket it would be great if the agent or admin of the zoho desk can export the timeline of the ticket history for agent report or on other matter.

        • Desk fails to create a new ticket on Reply email

          When I send a direct email to support@mysite.com, Desk will create a new ticket as expected. When I REPLY to an email sent from support@mysite.com, Desk will NOT generate a new ticket. This is very bad. How can I fix this? Use case: In a separate system

        • Condition based aggregate fields in subforms

          Hello everyone, We're excited to inform you about the latest enhancements made to our aggregate field capabilities in subforms; create aggregate fields based on conditions! An aggregate field is a column on which a mathematical function has been applied.

        • Is there a way to disable the Activity Reminders Pop-Up Window every time I log in?

          Just wondering if there is a setting to disable the window from opening every time I open my CRM? Thanks Chris

        • Ask the Experts 25: Experience the full spectrum of Zoho Desk’s autumn and spring releases for 2025

          Hello Everyone, We’re on the 25th episode of our ATE series! It's a true milestone in our live community interactions! It’s been an amazing journey since we started in October 2018. Zoho Desk has come a long way, evolving with the support of a wonderful

        • Printing Multi-Page Reports (PDF Export)

          Hi, I am moving a report from Google's Looker Studio to Zoho Analytics and trying to reproduce the Looker page by page dashboard editing experience. With Google, what you see is what you get when you print to PDF. But I can't seem to create the same experience

        • Addin Support in Zoho Sheet

          Is there any addin support available in zoho sheet as like google marketplace to enhance productivity by connecting with other apps, providing AI data analysis, streamlining business processes, and more?

        • Mass Update of Lookup Fields not possible

          Hello List I've created a custom field for Leads and Contacts 'Current Campaign'. This is very Handy as I can filter leads and then related them to a campaign. Everything ready, but then I realized that mass update doesn't work for lookup fields... a

        • Zoho Books | Product updates | November 2025

          Hello users, We’ve rolled out new features and enhancements in Zoho Books. From translating email notification templates to the new transaction locking restrictions, explore the updates designed to enhance your bookkeeping experience. Making Tax Digital

        • Function #61: Automatically add free item to the invoice based on item quantity

          Hello everyone, and welcome back to another Custom Function Friday! During holiday seasons or special promotions, businesses offer deals like BOGO (Buy One, Get One), Buy 3 Get 1 Free, Buy 2 at 50% off, and much more to attract customers. These promotions

        • Notes for Items for Future Purchase Order

          Next time when I order an item, tau have to make some changes in it, that order has to be placed after 4-5 months, I want to save those changes or points somewhere in the item, how will that be possible..

        • Schemes of different tyoe

          How can easily apply hourly, day wise or month wise  schemes on Bill, Quantity, and other schemes. Like I want to apply a scheme  Form today to next 7 days .where i can mention in zoho books so scheme will implement automatically to all customers and

        • Alphabetically

          How can i arrange alphabetically - (Manage Manufacturer) Field in Item Master 

        • Zohomail

          Im trying to setup email address zoho

        • Clients not receiving emails

          I've been informed that my emails are not being received. Is there anything that I should look into to rectify this? Many thanks!

        • Double opt-in notifications and customizable confirmation messages for your webforms

          Dear CRM Community, We are excited to announce a major upgrade to our Webforms feature. You can now customize the confirmation message shown to your users who double opt-in from your webform and also customize your confirmation emails when they submit

        • Enterprise subscription support

          My organization sells subscription services to enterprise customers, which is a different model from the consumer subscription model that Zoho Billing has been designed to support and I beleve this capability should be added. An enterprise subscription

        • Free Plan mail accounts details

          In the zoho mail pricing there's a free plan that includes: FREE PLAN Up to 25 Users 5GB* /User, 25MB Attachment Limit Webmail access only. Single domain hosting. I need to make sure that I'm able to create multiple email accounts in the form of: name@domain.com

        • ZOHO Mail App Not working

          There seems to be an issue with Zoho Mail App today. It is not connecting to server, internet is working fine, tried uninstalling app and reinstalling, loading circle keeps spinning round. Is there an update on the way?

        • No more IMAP/POP/SMTP on free plans even on referrals with NO NOTICE

          Outraged. Just referred a colleague to use her domain (not posting it publicly here) to Zoho, just as I have other colleagues, clients, friends. Expected the exact same free plan features as I have and as everyone else I ever referred got. I was helping

        • Unable to receive email - "5.3.0 - Other mail system problem 554-'5.2.3 MailPolicy violation Error delivering to mailboxes'"

          My users are unable to receive emails from one particular domain, apparently. The domain known to be kicked back is whitelisted in the spam control. I sent an email to support earlier this morning but I have not received a reply. The error in the title

        • Caixa de saída bloqueada. Como desbloquear?

          Olá, meu e-mail isabela.celli@sivirino.com está com a caixa de saída bloqueada. Não consigo enviar e-mails. Acredito que tenha sido porque mandei o mesmo e-mail para várias pessoas, pedindo uma cotação de serviço. Vocês podem desbloquear para mim? Quantos

        • Zoho Forms - Improve the CRM integration field to query data from more than one module

          Hi Forms team, Something I get stuck on regularly is pre-populating a form with data when that data is spread across 2 or 3 modules. For example Contacts, Accounts and Deals. I don't want to duplicate the information in CRM so I end up writing a function

        • desbloquear cuenta

          Buenos dias  Cordial saludo Tengo una cuenta libre en zoho mail asociado a un dominio, pero uno de los usuarios se bloquea el correo porque dice que ha excedido el límite de correo, por favor podrian desbloquearla y como hago para que esta persona debe enviar sus correos sin ningun probleama. Gracias de antemano

        • Not Receiving Incoming Mail

          I can send emails from my account but I do not receive any. I originally set up forwarding and it worked for a while and then stopped. I turned off forwarding and now do not receive any emails. Could you please check what is causing this issue? Thank you

        • Will zoho thrive be integrated with Zoho Books?

          title

        • BARCODE PICKLIST

          Hello! Does anyone know how the Picklist module works? I tried scanning the barcode using the UPC and EAN codes I added to the item, but it doesn’t work. Which barcode format does this module use for scanning?

        • Making preview pane "stick"

          Hello, Is it possible to fix/dock the preview pane so that it's always there? The modern monitors are all very wide so there's plenty of space horizontally. Having the preview pane disappearing and appearing again when you click on an email message in

        • Reason:554 5.1.8 Email Outgoing Blocked

          I have been struggling to set up my email address for some time now; it's difficult to locate what I need. Additionally, I cannot send or receive any emails. I keep receiving the "Reason: 554 5.1.8 Email Outgoing Blocked" error. There doesn't seem to

        • Trouble Connecting Zoho Mail via IMAP in n8n – Need Help

          Hi everyone 👋, I'm trying to connect my Zoho Mail account to n8n using the IMAP Email Trigger node, but I'm facing issues getting it to work fully. ✅ Here's what I’ve done so far: ✅ IMAP access is enabled in my Zoho Mail settings ✅ I’m using the correct

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

          Hi, I sent few emails and got this: Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked And now I have few days since I cant send any email. Is there something wrong I did? Also can someone fix this please

        • Changes to the send mail Deluge task in Zoho CRM

          Hello everyone, At Zoho, we continuously enhance our security measures to ensure a safer experience for all users. As part of our ongoing security enhancements, we're making an important update on using the send mail Deluge task in Zoho CRM. What's changing?

        • Next Page