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

      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • 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

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ




                                ご検討中の方

                                  • Recent Topics

                                  • Signature line

                                    How do I set signature line in email
                                  • Zoho email

                                    I cannot send email to mail.ru
                                  • 【参加無料】東京 Zoho ユーザ交流会 NEXUS ー CRMで始めるマーケティング事例 / AI活用法(Zia Agents)

                                    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。 3月27日(金)に東京、新橋で東京 Zoho ユーザー交流会 NEXUS を開催します! 昨年度までより、さらにパワーアップして戻ってきました! ユーザー活用事例は、2人のユーザーさんからお話しいただきます。Zoho サービスの活用の幅を広げたい方や、他のユーザーの利用法を気軽に知りたい方など、多くの方にとって学びのあるセッションになること間違いなしです✨ また今年は、これまで以上に、AI機能にも焦点を当てて行く予定です。 初回として、Zoho社員からZoho
                                  • Issue Exporting Data – CSRF Token Invalid Error

                                    Dear Zoho Team, We are experiencing an issue when exporting data from our Analytics workspace. Whenever we attempt to export data from our analytical pool, the system displays the following alert message: Alert Message: The CSRF token is invalid. It could
                                  • Deluge Learning Series – Client functions in Deluge | January 2026

                                    We’re excited to kick-start the first session of the 2026 Deluge Learning Series (DLS) with Client functions in Deluge. For those who are new to DLS, here’s a quick overview of what the series is all about: The Deluge Learning Series takes place on the
                                  • Zoho Mail 505 error I can not send email

                                    Hi, I’m having issues sending emails from my custom domain email address. When I send emails to Outlook addresses, I receive an “Undeliverable 505” error. However, emails send and receive correctly when I use Gmail. This is important for my business,
                                  • Multiple MFA Methods

                                    With SMS-based MFA methods being discontinued, there is now no way to have mutliple MFA methods. I'd like to add my zoho account on two seperate phones using the Google Authenticator app. In the https://accounts.zoho.com/home#multiTFA/modes you can only
                                  • Reuse Standalone Function

                                    I noticed that there's a missing information in documentation to reuse a standalone function and it is because the parameters require an argument. Here is my code and it is working. response = invokeurl [ url: "https://people.zoho.com/api/v3/function/sample/execute"
                                  • Domain renewals

                                    Need to know how hoe to renew the domain
                                  • MX shopify problem

                                    hello, i added all MX values in my shopify DNS - it shows those values on the shopify panel + your toolkit. I tried to send some email and it works, however on my gmail it says they cant verify this email. When i try to answer into my domain's email -
                                  • Best Way to Manage Email Notifications While Running a Strategy Website

                                    I am currently managing a content-based website, and I use Zoho Mail for handling contact forms, user queries, and collaboration emails. One challenge I am facing is organizing incoming emails efficiently, especially when messages come from different
                                  • What is the maximum email domains ?

                                    I help manage about 20 associations and I'm looking for a way to centralize them in one place. Does Zoho Mail pro or enterprise support 20-30 domains for 3-5 users each?
                                  • Add to Workdrive filter

                                    I'm trying to create a filter that will upload attachments in emails and the e-mail body to a folder in workdrive. I am able to do one or the other (attachment, or e-mail content), but not both. I first tried it using the "Email (EML) + attachment" option.
                                  • Forgot my admin Panel Id and password

                                    Sir, I have an account , where a domain mycityestate.in is added for Zoho email , now it is hard for me to manage email because i have forgotten the Email account and password registered with Admin Panel of Zoho. Just need email name which is registered
                                  • MCP no longer works with Claude

                                    Anyone else notice Zoho MCP no longer works with Claude? I'm unable to turn this on in the claude chat. When I try to toggle it on, it just does nothing at all. I've tried in incognito, new browsers, etc. - nothing seems to work.
                                  • Partial payments for retainer invoices

                                    When a customer does not pay the entire retainer invoice there is no way to apply a partial payment. PLEASE add this function.
                                  • Problem with CRM Connection not Refreshing Token

                                    I've setup a connection with Zoom in the CRM. I'm using this connection to automate some registrations, so my team doesn't have to manually create them in both the CRM and Zoom. Connection works great in my function until the token expires. It does not refresh and I have to manually revoke the connection and connect it again. I've chatted with Zoho about this and after emailing me that it couldn't be done I asked for specifics on why and they responded. "The connection is CRM is not a feature to
                                  • New Features: Repeat Last Action, Insert Cut/Copied Rows/Columns and Hyperlink

                                    You might have noticed the constant updates to Zoho Sheet of late. Here are 3 more features that have been added to Zoho Sheet recently: F4 - Repeat Last Action Insert Cut/Copied Rows and Columns Insert Hyperlink Here is a screen cast demonstrating each of these features. Read further below to learn more about these new features. F4 - Repeat Last Action: You can now repeat the last action you made on your spreadsheet by using the keyboard shortcut, F4. It is quite handy and helps you get your work
                                  • Need help getting my mail on iPhone and Tablet

                                    I need to access my Zoho mail via the iPhone Mail app. I have entered the login name, password and the incoming and outgoing servers, which my Mail Settings page says are imappro.zoho.com and smtppro.zoho.com. The iPhone keeps saying it cannot authenticate.
                                  • Add an background image to an email template in CRM

                                    Hi all, We wants to put an background image behind all our email templates. Is there a way to import this thru html. If i put the option background image in <body style="background-image:...</body> and i look to the preview it shows our background, but
                                  • How do I bulk archive my projects in ZOHO projects

                                    Hi, I want to archive 50 Projects in one go. Can you please help me out , How can I do this? Thanks kapil
                                  • Copy contents of File Upload Field into Workdrive

                                    Hello, I have set up our CRM so that a Workdrive folder is automatically created for each Deal via workflow, this adds the id of the folder into a dedicated field. We also have a field on each Deal called 'Approved Layout', which is a file upload field.
                                  • ZeptoMail API

                                    Hello Since today, we experience issues with the ZeptoMail API. When trying to send e-mails using: https://api.zeptomail.eu/v1.1/email we receive the error: (503) Site unavailable due to a traffic surge. Please try again shortly. I kindly ask you to identify
                                  • 553 Relaying disallowed. Invalid Domain - gzkcompany.ro

                                    Hi there, Can you please assist me in getting the right domain settings? I just renewed my domain subscription, after expired and i got error: 553 Relaying disallowed. Invalid Domain - gzkcompany.ro Zoho mail can receive emails, but its impossible to
                                  • Not able to receive emails for a while

                                    I am not able to receive emails for a while now.
                                  • Confirmation requested: eligibility and process to downgrade to Forever Free — tenant bigbanghawking.com

                                    Thank you for your reply. I am testing Zoho Mail from Brazil with the tenant bigbanghawking.com (endpoint: mail.zoho.com) and we are currently on the Premium trial that expires 21/01/2026. Before deciding whether to pay or cancel, I need written confirmation
                                  • Zoho API v2.0 - get ALL users from ALL projects

                                    Hello,        I've been trying to work on an automatization project lately and I find it difficult to work with this strict structure. To be more explicit, if i would like to get all users participating in a project i would need to get all projects first.       Same thing with projects. If i want to get all projects, I would need to get all portals first.        The problem with this aproach is that it consumes a lot of time and resources.             I want to ask if there is another way of getting
                                  • الموقع لا يقوم بالسداد

                                    السلام عليكم ورحمة الله وبركاته وبعد من أمس وانا احاول السداد للدومين YELLOWLIGHT ولا اتمكن من السداد اقوم بتعبئة جميع البيانات ولكن دون جدوى يطلع لى حدث خطأ ما
                                  • New in Office Integrator: Enhanced document navigation with captions and cross references

                                    Hi users, We're pleased to introduce captions, table of tables and figures, and cross-references in the document editor within Zoho Office Integrator. These features allow you to structure documents efficiently and simplify document navigation for your
                                  • Where Do I set 24h time format in Cliq?

                                    Where Do I set 24h time format? Thanks
                                  • 🎉 ¡Seguimos trayendo novedades a Español Zoho Community! 🎉 Confirmada la agenda y ubicación para los Workshops Certificados

                                    Si todavía no te has hecho con tu entrada para nuestros Workshops Certificados del próximo 26 y 27 de marzo o, por el contrario, estabas esperando que confirmáramos dónde los celebraremos, ¡este post es para ti! 📍¿Dónde nos vemos?📍 Nuestros Workshops
                                  • User is already present in another account error in assigning users to marketing automation

                                    Hello everyone Greeting, I had a problem in assigning user in marketing automation, when I try to add it I see this error: (User is already present in another account error) what should I do?
                                  • What's New in Zoho POS - January 2026

                                    Hello everyone, Welcome to Zoho POS’s monthly updates, where we share our latest feature updates, enhancements, events, and more. Let’s take a look at how January went. Sort and resolve conflicts Conflicts are issues that may arise when registers and
                                  • Not receiving email from customers and suppliers

                                    I am getting error . most of the customers tell me not able to send me email please check i have attached screenshot
                                  • Create user

                                    Hello I want to create user, but i get this error Unusual activity detected from this IP. Please try again after some time.
                                  • File emails in Shared email folder

                                    Hi, I am unable to allow users to collaborate in Shared email folders: User 1 shares a folder let's say "SharedTopic" with full permissions Users 2 and 3 can see this folder but are unable to add emails to this folder or search in this folder. For example,
                                  • Consolidated report for multi-organisation

                                    I'm hoping to see this feature to be available but couldn't locate in anywhere in the trial version. Is this supported? The main aim to go to ERP is to have visibility of the multi-organisation in once place. I'm hopeful for this.
                                  • How to Switch from Outlook for Mac to Outlook for Windows

                                    The most often used file formats for users to manage crucial data are OLM and PST files. PST files keep a copy of data on the configured system from Outlook, while the OLM file contains the Mac Outlook data items, which are only accessible with Outlook
                                  • Zoho Books Inter-company integration

                                    We have an Indian parent entity, and its accounting is managed in Zoho Books. We also have a subsidiary company in Dubai under the same parent entity, for which we have procured a separate Zoho Books license. I want to understand whether Zoho supports
                                  • Name autocomplete

                                    Hi, During searching emails the web tool does not always propose the auto-completion of the saved emails. As a result I either have to go to contacts and look up the exact email, or the exact full name including the middle name and any dots, which is
                                  • Next Page