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:

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.
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.
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

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Sticky Posts
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
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
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
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!