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
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
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.
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
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
Transitioning to API Credits in Zoho Desk
At Zoho Desk, we’re always looking for ways to help keep your business operations running smoothly. This includes empowering teams that rely on APIs for essential integrations, functions and extensions. We’ve reimagined how API usage is measured to give
Agent Performance Report
From data to decisions: A deep dive into ticketing system reports An agent performance report in a ticketing system provides a comprehensive view of how support agents manage customer tickets. It measures efficiency and quality by tracking key performance
Agent Availability Report
From data to decisions: A deep dive into ticketing system reports Businesses need to track when their support agents check in and check out from work. This report, titled Agent Availability, is one of the static reports that helps managers track the number
SLA Ticket Report
From data to decisions: A deep dive into ticketing system reports Service level agreement (SLA) ticket reports in a help desk system are crucial for ensuring that services are delivered according to established commitments. They help maintain accountability
Announcing Early Access to the next generation of Zoho Desk UI
Customer service is one of the categories where efficiency and quality of service have to run in parallel, and your team's experience with their helpdesk goes a long way ensuring these aspects are uncompromised. Introducing DOT Design for Zoho Desk -
Final Reminder: Discontinuation of Older ASAP Widgets and Mobile SDK Support
We launched the new ASAP Help Widget last year, introducing a unified and enhanced experience. Since then, older configurations have been placed in read-only mode, with all major updates and improvements built exclusively on the new version. As part of
Better Security, Better User Experience | Help Center Update | June'25
As part of our commitment to enhancing user experience and security, we are happy to announce updates to our authentication mechanism. This update introduces several key enhancements designed to improve the password recovery process and streamline the
Response Time Report
From data to decisions: A deep dive into ticketing system reports Every organization that interacts with its customers should have an established timeframe for how soon an agent is expected to send the first response and any reply to any follow-up messages.
Introducing an AI-driven CAPTCHA for Help Center that offers improved accessibility and enhanced security | Zoho Desk | Product Update
Captcha protects your help center from fraud and abuse without creating friction. What is a CAPTCHA? CAPTCHA is a test used in computing to verify that a user is human by requiring them to complete a challenge. It helps prevent bot attacks and reduce
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,
Important notice: Migration is needed from the legacy ASAP to the latest ASAP Zoho Desk flow
We recommend upgrading to the latest version, as the older version will eventually be discontinued and will no longer receive any further enhancements or bug fixes. We are announcing an important update concerning the ASAP help widget in Zoho Desk. The
WhatsApp pricing changes: Pay per message starting July 1, 2025
Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform
Stay organized with chat-to-ticket timers
Hi there! Ever lost track of a customer’s message? Or found yourself scrolling through long chat threads trying to figure out what’s what? Setting up a chat-to-ticket timer can help. It decides when a reply should stay in the old ticket or create a new
In focus: Profile permissions in Radar
Hello everyone, Imagine a help desk where everyone can access everything without restrictions. Newbies could answer tickets without supervision, agents would meddle with system settings, and contract employees would have unrestricted access to business
Your inbox called; it wants less clutter
Inbox full of ghosts? Let Auto-Close do the haunting. Ever stared at your support inbox wondering why half the chats are just… sitting there? No reply, no closure, just hanging like unread messages from a advertising company. Let’s fix that. With Auto-Close,
Introducing an option to set comments to public by default
Hello all, Greetings! We are pleased to announce that Desk's user preferences now brings an option to set a comment type as Public or Private by default. In addition to setting reply buttons as defaults, Agents or Admins can now choose to make their ticket
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
Can your customer support speak every customer’s language?
In today’s world, talking to your customers in their language is not a nice-to-have. It’s a must. It's one of the reasons that most businesses have trouble going global: Language barriers get in the way. Say, a customer from another part of the world
Zoho Desk: Q1 2025 | What's New
Hello everyone, Our first release for the year 2025 is here! Check out the Release Notes for more details The diverse capability of AI and its avatars has been the center of attention lately, and we've made some significant strides in this area. We now
Android and iOS Feature Updates
The Zoho Desk mobile app (Android and iOS) provides agents with a platform to serve their customers from anywhere and at anytime. We are happy to introduce a few enhancements in the mobile apps that will support the users to be more productive and streamline
Deprecation of Marketplace functions
We would like to inform you that Marketplace functions will be deprecated by the end of December 2024. Currently, the Marketplace supports the development of functions that can be used in extensions within HTML and resource JSON files. However, due to
Meta Restricts WhatsApp Marketing to U.S. numbers; Zoho Desk Limits Bulk & Mass Actions for Marketing Templates
Meta has always limited WhatsApp marketing messages based on user engagement with previously sent templates. Businesses may have repeatedly seen the error message “USER_MARKETING_TEMPLATE_LIMIT” when messages failed to deliver. Learn more about the restriction
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