Monthly Release Round-up - April 2023

Hello everyone,

We are happy to share a quick overview of the features and enhancements we released last month.

Option to make default comment type public

Until now the default comment to a ticket was always set as private, which allowed only the agents to view it. If required, they could change it to public. Now, there is an option to set the default comment as public that will automatically allow the customer to view the comments made by the agents. Agents, can change the comment to private, if needed.
Help Doc | Forum post

Field encryption in Custom fields

Until now we allowed standard fields in the Contacts module to be encrypted in order to safeguard confidential or personal information from everyone's access. Going forward, the following custom fields can also be encrypted: Date, Picklist, and Currency.
The encryption is supported in the following modules: Tickets, Contacts, Accounts, Tasks, Calls, Events, Products, TimeEntry, Contract.
Help Doc

Expand/collapse the Knowledge Base detail page

The detail page in the knowledge base that is, the agent's view displays the list of articles present in a folder. Users can hide the panel for a better view of the working area by clicking Hide/Show list.

Help doc

Subject field included during Blueprint Transition

The subject field is now included during transition. The transition owners must enter a valid value to the field to complete the transition and move the record to the next stage.

Help Doc

Hope you find this useful.

Regards,

Anumita Gupta

Zoho Desk | User Edu

Zoho Desk Resources

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

Topic Participants
Anumita Gupta

Sticky Posts
Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
Deprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions