Inclusion is the new engagement

When in a very challenging situation, you may have peers or friends around you saying, “Everything will be okay.” They speak to you in a way that they are connected or in a language or tone that feels close.

But your inner voice comes to you in a truly uplifting language that stays close to your heart. It is always your native tongue. This language varies for each one of us: it could be Tamil or English, French or Spanish, German or Russian, Hindi or Arabic, or any language.

Your mother tongue makes you feel comfortable enough to fix anything. And that is exactly what customer support with Zoho Desk is about. It is about telling your customers “Everything will be fine" in their own mother tongue.
Something like this...
Alles komt goed                                    எல்லாம் சரியாகிவிடும்                                      すべてうまくいくでしょう

    सब कुछ ठीक हो जाएगा|              все будет хорошо              Alles wird gut              wszystko będzie dobrze

הכל יהיה בסדר                    tout ira bien                    alles sal reg wees                    كل شيء سيكون على ما يرام

More than business, it’s emotional support  

This International Mother Language Day, we want to highlight how customer support is about emotional as well as business support. It connects with customers at their most vulnerable moments like payment failure, product issues or the issues because of the issues. In such moments, language matters. Speaking to customers in their mother tongue puts them in comfort and increases their trust. 

When customer support speaks your language, they just don't solve your issues; they value your identity.

Zoho Desk empowers both customer support representatives and customers with its features to provide a wholesome experience.

What’s in it for customer support professionals?  

Customer support works best when both customers and support professionals operate in their comfort zones. While we often say, “the customer is king,” true service excellence happens when agents feel just as supported and valued.

Here's what Zoho Desk's got for the agents working inside:
Agents can choose their interface language to view menus, navigate modules, manage tickets, and work across dashboards from their profile settings. Currently, Zoho Desk supports 26 languages to increase accessibility for agents, improve their confidence, and efficiency while resolving tickets.

But what about tickets?  

Yes, tickets don’t arrive based on agent preferences. They arrive in the language the customer writes in. If a customer writes in Spanish, Hindi, Tamil, Marathi, or French, the ticket appears in the respective language.

For this, Zoho Desk offers built-in translation support. Agents can use Googles translate option within the ticket view to translate the ticket. It doesn't stop there. Agents can also type their responses in the resolution box, translate them into the customer's language, and send replies. You can also use Zoho Translate, powered by Zia, to translate your tickets.

So, how about customers?  

Customer engagement is not only about resolving tickets. It involves empowering customers, reducing their waiting time, and making a resolution available. Making a self-support customer-centric approach strengthens customer relationships irrespective of your business size and location.
Zoho Desk offers a multilingual Help Center where businesses can enable multilingual support for the Help Center portal. With this, users can choose to have the Help Center in their preferred language. You can also translate the knowledge base articles into various languages to help people from different regions.

These settings will enable customers to search FAQs quickly, understand solutions clearly, and sort their challenges soon. Finding a solution in your own language is far easier than mentally translating technical instructions. So, when customers read and understand in their own tongue, along with their confidence, engagement also increases.

And how do they connect?

Every customer support is centered around one thing: "The Human connection".

Nothing can replace the warmth of a human connection to resolve issues, provide solutions, and offer a culturally aligned response. Customers get comfortable, gain trust, and loyalty when they interact with support reps who speak in their language, work in their time zone, or even from their region. With Business hours and automation, you can form region-specific teams, route agents to local time zones, and offer localized communication. You can connect with customers locally, provide support globally, and create engagement meaningfully.

This International Mother Language Day, let us look at customer support differently:

It is about solving issues, reducing response time, and improving metrics by valuing culture, language, identity, and ethnicity, because these are what make every customer unique. When customer support respects identity, engagement becomes emotional, loyalty becomes natural, and connection becomes stronger.

• Topic Participants

• Lydia | Zoho Desk

  

• Ram Freedman

  

• Sticky Posts

• Register for Zoho Desk Beta Community

  With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

• Share your Zoho Desk story with us!

  Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

• Tip #1: Learn to pick the right channels

  Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

• Welcome to Zoho Desk Community - Say hello here!

  Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

• Webinar 1: Blueprint for Customer Service

  With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

• Recent Topics

• Associate a Contact to a Campaign using deluge?

  If I want to add one record to another related list, which zoho function do I use? zoho.updateRelatedRecord is not it I don't think.  I simply want to take a "Contact" and associate it to a "Campaign" using deluge.  Can anyone help? contactId = 5122008000000796037;

• Add "Groups" above "Users" in the Zoho Forms Left Menu

  Hi, We have Groups but you have to go to a Form and Share or use the Directory App to manage them, please add "Groups" above "Users" in the Zoho Forms Left Menu so you can manage them in 1 place within Zoho Forms too. Thanks Dan

• Zoho Books | Product updates | October 2025

  Hello users, We’ve rolled out new features and enhancements in Zoho Books. From iOS 26 updates to viewing reports as charts, explore the updates designed to enhance your bookkeeping experience. Zoho Books Updates for Apple Devices At WWDC 2025, Apple

• Adding Taxes to paid consultations in Zoho Bookings

  I created a 'paid' consultation under Zoho Booking and integrated it with payment gateways for online/instant payment before a booking is done. How can I add 'taxes' to the price of consultation? I can add taxes to other Zoho apps (liks Books, Checkout,

• Zoho CRM Reports Module on Mobil App

  I have the mobile app and the reports module doesn't appear in the sidebar for some reason. I saw a Youtube video where the user had the Reports module on mobile. Is there a setting to show it on mobile? Thanks.

• Inquiry on Help Centre Tab Customisation

  Hi Zoho team, I’m wondering if it’s possible to further customise the Help Center tabs, specifically the descriptions under Knowledge Base, Community, and Tickets. While the current setup allows customising tab names, being able to tailor the descriptions

• Passing a form object to a function

  Suppose I have a sort_order field in multiple tables and I want to increment it by +1 onCreate of a new record. Is there a way to pass the form object as an argument into the function to keep things DRY? The following function from Zia works, but I'd

• Can you copy and paste a page within a form?

  I have been looking at trying to copy/duplicate a whole page within a form. I can't see how I can do this without having to add all the data in again. This is very time consuming. Any help would be great.

• Unable to sort as Descending order

  Trying to change the sort order for a lookup field (checkboxes) from Ascending to Descending and keep getting an error in Deluge that the order must be Ascending Did anyone ran into this? Thanks Eyal

• How do I copy an email message to one or more other folders?

  I can move a message to another folder using the "move to" option but I can't figure out how to copy a message. 

• New feature request: Allow copy of email message to another folder

  Hello Zoho team, This is a suggested new feature to allow copy an email message to either another folder or the same folder. Within the same Zoho account. This is not a support request about "label". This is a suggested new feature to allow copies of

• Creator Simplified #11: Create a custom button to download files

  Hey there! This time, let's see how to create custom buttons to download the files uploaded in the file upload field. Sample use-case A training app has a module that provides the materials for all the available courses. Students can click on the corresponding

• Hide horizontal lines at bottom of form

  Hi I have a page with 3 forms embedded in html snippets. On each of the forms I can hide the submit button easily but I am left with the horizontal lines that bound that section and I cannot figure out to remove them (see below for the two sets of horizontal

• Autosaving of Form Field

  HI can anyone suggest a way of autosaving or simulating an autosave function for a specific field in a form. The story is as follows. I have a bunch of technicians who write notes on how they do a repair. Sometimes they write for a couple of hours the troubleshooting process. If they click incorrectly, press ESC, Cancel or the browser crashes the information is lost which can be heartbreaking so my guys use notepad and then copy the information in. The only way around this is to click submit on the

• Ask the Experts 26: Brighten every customer interaction with Zoho Desk all year long

  Hello everyone, Greetings and welcome to Ask the Experts 26. As we wrap up 2025, we are excited to invite you to the 26th episode of our Ask the Expert series. 🎄The Merry Metrics Edition = Best of Zoho Desk [Best Practices + Holiday Automation + Year-End

• Pricing calculator

  Alright, so I'm trying to create a pricing calculator/pricing report generator to use in a cabinet shop. I did all the logic and such, and the calculator works. I have a few other things that I would need it to be able to do though, I'll do my best to

• Bug Details

  In the Bug detail the milestoneid is missing

• Is there a way to make a button scroll down?

  Looking to have a button on a landing page scroll down to another section on the page. Any recomendations outside of coding?

• Stop completed task lists from disappearing?

  Is there any way to stop projects from making tasks lists disappear when all the tasks in the list are completed? That's one of those little things where we're constantly fighting the product. For instance we have some projects which are ongoing - no start and end date. We use Kanban view to show the various task lists. We don't want the kanban list to disappear every time the items on it happen to be closed out. Thanks

• Allow customers to choose meeting venue and meeting duration on booking page

  My business primarily involves one-to-one meetings with my clients. Given the hybrid-work world we now find ourselves in, these meetings can take several forms (which I think of as the meeting "venue"): In-person Zoom Phone call I currently handle these

• Booking outside of scheduled availability

  Is there a way for staff (such as the secretary) to book appointments outside of the scheduled availability? Right now to do this special hours must be set each time. There should be a quicker way. Am I missing something?

• Operation Questions.

  Hello, I hope you are well. To explain a little, we are a company that sells services and products with a technical team responsible for installation and maintenance. Zoho FSM can be useful for the technical team, namely for the technical coordinator

• Update date & time when a cell is edited

  Hi All, I am desiring to have a cell update with the current date and time when another cell is edited. Any ideas?  Thank you

• Add "Groups" to "Share With" on Reports & All Entries

  Hi, On Forms we can share Publicly, with Specific Users And/Or Specific Groups or All Users. With Reports and All Entries we lack the "Groups" option, please add this as with many users this saves a lot of work. Thanks Dan

• Add Pause / Resume Option to Zoho Quartz Recordings

  Hi Zoho Team, We would like to request an enhancement to Zoho Quartz recordings: the ability to pause and resume an ongoing recording. Current Limitation: At the moment, when recording an issue with Zoho Quartz, the recording continues even when we are

• Custom Fields Not Showing Up in Invoice PDF Template Document Information

  I have added 2 custom fields under Sales > Invoices > Manage Custom Fields. They are set to show in all PDFs. However when I am editing my Invoice PDF template, i do not see the custom fields under Document Information.

• ZOHO Books

  Hi there, Why after I upgrade my Zoho invoice > Books then i wanted to add plugin which i cannot do. Please advise.

• How is Your eCommerce Experience w/Zoho Inventory?

  First off, I'm SUPER grateful for the advent of Zoho Inventory and now the Zoho Commerce Suite. Overall, Inventory is a great product, especially for customers without an eCommerce presence. For eCommerce companies (especially those shipping more than ~10 packages/day), however, there are certain drawbacks that keep my clients from moving over to Zoho Inventory: Cons: 1. Invoice + Package Creation from Shopify/Other eCommerce Integrations: Zoho Inventory makes the somewhat perplexing decision to

• Simplify Mass Replies with Predefined Templates and Snippets

  Hello everyone, We are happy to introduce a new enhancement to Mass Reply that helps agents respond to customers quickly and consistently. With the addition of Email Templates and Snippets in the reply window, agents can use predefined messages while

• Mapping custom fields from one module to another

  I have a custom field, "Subscription Period" that appears as a required field in every Opportunity (Potential). I want that field to appear on any Quotes derived from that Opportunity (and have created a custom field of the same name in Quotes for that

• The Social Wall: November 2025

  We’re nearing the end of the year, and the holiday season is officially kicking in! It’s that time when sales peak and your social media game needs to be stronger than ever. We’re back with exciting new updates across AI, analytics, and the mobile app

• How to update Multi File upload field

  Assume that i have a multi file upload field,how can i update the same field again?

• Customer Address Not on Standard Invoice when Address is on Contact Record

  Hi,  I entered the customer billing and shipping address in Zoho CRM. I created an invoice in Zoho Books with the same customer contact. The contact is correctly in Zoho Books with the billing and shipping address. The invoice for the customer does not

• Apply partial payments to invoices from the Banking Module

  We need this! Why is this not possible?

• Welcome to the Zoho Show Community Forums page!

  Hello everyone, The Zoho Show community is a place for you to discuss and share anything and everything related to Zoho Show Presentations, our online presentation software. It includes users from all over the globe and all walks of life. Our community helps answer your Zoho Show questions with responses from other knowledgeable community members to give you the best experience creating and designing exciting presentations. Along the way, you'll meet recognized experts from our software team and

• How can I convert an existing contact into a lead?

  I imported many contacts into ZOHO CRM. In order to select a few of them as leads, I want to mark or convert a few hundred as Leads. Who can I do that?

• Price book functionality enhancement

  A common use of price books is to create a price book for a given customer level or contract with a specific company. Given that this is done at a company/customer level it would be great to see a way to associate a price book to a given customer and

• Can we have 24x7 live support for Zohobooks ?

  Can we have 24x7 live support for Zohobooks ?

• 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

• Sync Zoho Marketing Automation with Zoho Forms

  I can't find a section where the integration between Zoho Marketing Automation and Zoho form is explained. And how form subscription works with opt-in and consents.

• Next Page