SalesIQ Live Chat Widget Upgrade For Zoho Desk Customers
The older version of the SalesIQ live chat widget will be deprecated on May 15, 2026. SalesIQ powers the chat experience across Zoho Desk, Help Center, and ASAP widgets. To ensure continued support, Zoho Desk will begin rolling out the new SalesIQ widget
Introducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child
Manage WhatsApp conversations across Zoho services using one phone number
If your teams use multiple Zoho services to handle different business functions, such as support, sales, or other Zoho tools, you might have asked this question: Can we manage all WhatsApp conversations using the same business phone number across these
Faster Ticket Response with use of Snippets in comments
Hello everyone, Responding to tickets often involves repeating the same messages, whether it is sharing updates with customers or leaving notes for internal collaboration. To make this easier and more consistent, we are allowing agents to use snippets
Make Quick Edits to Images Before Attaching
Hello everyone, We have enhanced how attachments are handled in tickets to help agents preview and share files more efficiently in Zoho Desk. Agents can preview image attachments before adding them to tickets and edit them using attachment annotator.
Add or update lookup field values during Blueprint transition
Hello everyone, During blueprint transition users can add or modify the value of a lookup field. For instance, if the Tickets module includes a lookup field that connects it to records in the Assets module, agents can link the ticket to the correct asset
If your IM chats aren’t auto-assigning, here’s what to check
Hey everyone! We’ve been seeing quite a few questions around Instant Messaging (IM) Chat Routing in Zoho Desk, especially around how it actually behaves in real time. So I thought I’d share a practical breakdown of what’s happening behind the scenes.
EU DC Partial Outage Resolved: A Detailed RCA
Incident Summary Due to an overload on one of the nodes in the EU DC for Zoho Desk, the system was unable to handle the heavy load, causing a slowdown in requests and resulting in a partial outage for customers with data residing in that node. On May
See Every IM Conversation as It Happens
Instant messaging moves fast. Customers expect quick replies and smooth conversations across WhatsApp, Instagram, Facebook, and live chat. But without real-time visibility, small issues become big problems. A session stays open longer than expected. A
Control the precision of answer bot responses
Hello everyone, Admins can control the precision with which the Answer bot analyzes and generates a response by adjusting the threshold levels. Based on predefined threshold values, Zia analyzes how closely the query matches with the available KB articles.
Compose Emails Faster Using Templates and Snippet
Hello everyone, We have made an enhancement to the Send as Email option in Tickets. Agents can use templates and snippets to draft their response, which helps save time and maintain consistency. The Send as Email page will display the available templates
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
Smarter holiday planning with yearly-specific Holiday Lists
Hello everyone! Managing holidays and business hours is now easier and more efficient. Holiday Lists now support holidays that fall on different dates every year, while business hours now supports more than one holiday list. This helps businesses manage
Boost your Zoho Desk's performance by archiving tickets!
The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually lead
ASAP iOS SDK – Xcode Compatibility Update
Hello everyone, We have been delivering the ASAP iOS SDK developed using Xcode 16.1 to provide Help Center support within mobile applications. Thus, ASAP iOS SDK versions upto 4.5.8 are compatible with development environments running in Xcode 16.1 and
How does Zoho handle support operations for our EU users?
Dear Zoho users, We have some news and reminders about how we handle support operations for Zoho users in the EU Data Center. This is part of our broader commitment to ensuring GDPR compliance and providing secure data handling for all users. We'd like
Sync your Products Module for better context.
In customer support, context is everything. The integration between Zoho Desk and Zoho CRM helps your sales and support teams function as one, delivering better customer experiences. With the latest update to this integration, you can now sync the Product module in your Zoho CRM with your Zoho Desk portal. This feature enables products from Zoho CRM to reflect in the "product" field in Zoho Desk. This can save your support team valuable time and effort. Some things to note when syncing the two:
Resolution Time Report
From data to decisions: A deep dive into ticketing system reports What are time-based reports? Time-based reports are valuable tools that help us understand how well things are going by breaking down key metrics over specific periods. By tracking, measuring,
Zoho OAuth Connector Deprecation and Its Impact on Zoho Desk
Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho services
Turn chat conversations into real action with Integration Blocks in Guided Conversations
When a Guided Conversation fails, it's usually not because the logic is wrong. They fail because the conversation stops moving. A customer starts a chat with a clear goal: report an issue, check a status, or confirm something. At first, the flow does
Customer Satisfaction (CSAT) Report
From data to decisions: A deep dive into ticketing system reports The customer satisfaction (CSAT) report helps teams understand how customers feel about their support experience, identify service gaps, and continuously improve the help desk. It turns
Instant Messaging Update | Now migrate your WhatsApp Business phonenumber from another BSP to Zoho Desk | Dec'23
Hi All, Everything seems to move at lightning speed these days, and time is certainly flying by for the IM team. But we are delighted at how much ground we covered this year. 🚀 For one, we enabled WhatsApp business phone number migration so that you
Zoho Desk Mobile App Year-End Roundup - 2025
Dear Zoho Desk users, Greetings! As you gear up for the festive season, we are excited to share a quick journey into all that is released in 2025! Zia's generative AI capabilities Zia insights can be highly beneficial in helping agents manage daily support
Enhancement in Role and Profile mapping of agents in Sandbox
Hello everyone! We have brought in a modification in the way users are mapped to a particular role and profile in Sandbox. What has changed? When agents are copied from production to Sandbox: If a user's current role and profile is available in Sandbox,
Collaboration with customers made easy with Zoom Meeting and Zoho Desk integration
Hello everyone! We are happy to announce that you can now integrate your Zoho Desk account with Zoom Meeting. The integration bridges the gap between digital communication and human connection, empowering teams to deliver timely support when it matters
Export Tickets from the Help Center
Hello everyone! We are now allowing end users to export tickets directly from the help center. The ticket export allows users to: Filter tickets by Department, Priority, and Account before exporting. Download files from Export History (Setup > Data administration
Important update about notification security in Business Messaging SDK
As part of our ongoing effort to strengthen the security of notification data, we have enhanced how notifications are processed and protected in our applications. These improvements ensure that all notification related data follows the most up-to-date
Build smarter Guided Conversations with Fork Blocks
When your customers arrive on your support channel, they're not there to explore. They are usually confused and stuck while trying to fix something important. We understand how stressful that moment can feel and we want your bot to make things easier,
Popular Articles Report
From data to decisions: A deep dive into ticketing system reports Content management teams can use various metrics to assess the effectiveness of knowledge base articles, improve content quality, and ensure articles are regularly updated. Predefined article
Zia now integrated with Open AI in Zoho Desk
The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.
Update to attachment display in ticket threads
This enhancement will provide faster access for support teams and end-users, significantly boosting productivity for everyone. Get ready for a more efficient and satisfying experience! Immediate benefits Faster ticket rendering reduces wait times and
Breaking barriers with multilingual WhatsApp templates in IM
Ever wondered what it feels like to be greeted in your own language by a brand you love? A “Welcome!” feels nice, but a “¡Bienvenido!” or “स्वागत है!” feels personal. In today’s global world, conversations often need to cross both time zones and cross
Ticket Stages Report
From data to decisions: A deep dive into ticketing system reports Ticket stages refer to the series of transitions from the moment a support ticket is created until it is closed. It moves through various stages based on the actions taken at each preceding
Respond faster and smarter with Zia in your IM Inbox
You’re in the middle of a busy chat queue. New messages keep popping up. One customer sounds upset. Another is asking a long list of questions. You need context. You need speed. You need help. That’s exactly when Zia Insghts jumps into action. It shows
Incoming Threads Report
From data to decisions: A deep dive into ticketing system reports Customers raise questions and issues through multiple channels, such as email, chat, or tickets. To monitor the number of queries received on a specific day from each channel, leads can
Introducing Skill-Based Ticket Assignment
The goal of every support team is to provide great support, and to do so as fast as they can. To make this possible, it is important that agents spend their time judiciously, especially when they're dealing with a large number of tickets of varying urgency
Unleash the power of detail, with Table View.
What use is context that's not available where you need it? With this in mind, we bring you the Table View. This feature will add more power to the way you organize and work through your ticket load. Table View comes in handy when you want more control over the ticket information you see. This is a nifty tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can glean most
Lifecycle Reports
From data to decisions: A deep dive into ticketing system reports A lifecycle report captures and visualises the sequential states that a ticket undergoes across its lifespan. For instance, when a customer submits a support ticket for a faulty product,
Radar In Focus: Track customer support metrics using Radar's static reports
Hello everyone, Welcome back to the Radar In Focus series, where we explore how Radar features can add value to your business. In this episode, we're looking at Radar static reports. The help desk is filled with vast amounts of data that can be analyzed
Zia's ability to generate and improve content extended to Desk mobile app (iOS and Android)
In support, agents will have to understand customers' pain points completely to provide empathetic personalized solutions and a positive experience. However, at times, agents might find it challenging to comprehend the customer issues and connect with
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