Greetings Zoho Desk users!

Earlier this year, in February 2024, we released an array of features ranging from process orchestration to ticket management, self-service, and more. Here is the announcement post for reference: February 2024 release announcement.

We are back with another round of updates and new features for August 2024 that will elevate the current customer service operations.

Webinar: What's new in Zoho Desk | August 2024 updates

We're also hosting a webinar to discuss these release features in detail. The registration links are shared towards the end of the post.

Let's take a look at each update in detail.

The updates are grouped into the following categories:

• Ticket management
• Self-service
• Data management
• Automation
• Zia
• Instant messaging
• Integration
• ASAP
• Developer space
  
• SDK
  
• Mobile experience

Ticket Management 

Pinned comments and threads in tickets for easy access

Agents can pin important comments or threads in a ticket for quick access. If a customer’s first comment contains critical information and subsequent replies are added, the original comment can be pinned to ensure it is easy to locate and visible to everyone who accesses the ticket. Comments and threads can be pinned for personal reference or for all agents. This helps maintain the context of the ticket, and agents can avoid losing track of key information as more comments are added through the ticket's lifecycle.

Help document and availability

Pinning comments and threads in tickets | Express and above

Agents can automatically update a ticket’s status while sending a reply. If a ticket requires further information from the customer, then while replying to the ticket, the agent can update the ticket status to "Awaiting information from the customer". This saves time and ensures prompt status updates.

Help document and availability

Send and update a ticket's status | All editions

Self-Service 

Follow and unfollow knowledge base articles to get real-time updates

Customers can follow specific knowledge base (KB) categories, sections, or articles to receive updates whenever an article is updated or added. For example, if a customer frequently references articles on billing and payments, they can follow the particular section or article to get notified whenever an update is made.

Help document and availability

Following and unfollowing knowledge base categories | Express and above

The accordion and tab options in the KB editor significantly enhance the readability and usability of the content. For example, consider a detailed troubleshooting guide that covers complex use cases. Using an accordion layout improves readability by allowing each section to be neatly collapsed or expanded as needed.

Likewise, tabs can be used to distinguish the troubleshooting steps or topics within the article. This tabbed navigation provides a more user-friendly experience by enabling users to switch between related topics quickly or check the steps for a particular action without leaving the page.

Help document and availability

Insert accordion and tab for KB articles | Express and above

Data Management 

Optimize data management with scheduled backups

Admins can set up regular backups at designated intervals like weekly, monthly, etc. to ensure that data history is always available in an accessible format. For instance, if crucial records are accidentally deleted or altered, administrators can quickly restore the data from the latest backup, maintaining business continuity and ensuring efficient data handling.

Help document and availability

Backing up your help desk data | Express and above