AI powered service made human simple

Great service starts with empowered teams. With our latest update, your teams gets the tools they need to work smarter, stay productive, and deliver the kind of service that keeps customers coming back.

Artificial intelligence

Deploy pre-built agents
that work independently

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Support specialist

Offers customers instant and intelligent responses powered by your knowledge base, tuned to sentiment and context.

Resolution expert

Summarizes closed tickets and auto-fills resolutions enhancing self-help resources and to speed up future support.

Build AI agents your way with Zia Agent Studio.

As businesses grow, so do their support needs. With Zia Agent Studio, businesses get full control to design, deploy, and manage AI-powered support agents effortlessly.

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Leverage AI in Automation

With Zia Actions, everyday tasks get done faster and smarter.

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Leverage Zia field extraction to gather key details promoting faster resolutions.
Zia field prediction auto populates key details in tickets giving agents more context and minimizing manual entries.
Zia generate content summarizes tickets aiding agents and reducing response time.
Zia auto email reply send instant e-mail responses offering instant support.

Field Extraction:

Pulls key customer details from tickets, bringing structure to unstructured data.

Leverage Zia field extraction to gather key details promoting faster resolutions.

Field Prediction:

Auto populates fields to offer agents more context to resolve tickets efficiently.

Zia field prediction auto populates key details in tickets giving agents more context and minimizing manual entries.

Generate Content:

Summarizes tickets into bite-sized notes for agents to analyze easily and execute follow-up actions.

Zia generate content summarizes tickets aiding agents and reducing response time.

Auto Email Reply:

Draft and send instant email responses to common types of tickets with AI trained on knowledge base and ticket context.

Zia auto email reply send instant e-mail responses offering instant support.

Redefining self-service with AI

Turn tickets into answers

Building a knowledge base is easier when Zia helps agents convert customer tickets into articles effortlessly.

Perfect your posts

With Zia built into your knowledge base (KB) and community editor, your content gets an instant polish with spelling, grammar, and word count checks all taken care of before you hit publish.

Multilingual captcha for help center

Your help center now supports multilingual AI-powered captchas to make verification simple and secure for everyone.

AI-powered multilingual captchas for you help center ensures simple and secure verification for everyone.

Zia joins
Radar

Radar now comes equipped with Zia AI features, like ticket summary, Reply Assistant, Content Generation, and Zia insights, to help agents stay productive on the go.

Zia in Radar app offers managers quick ticket summaries, reply assistance, insights and content generation for efficient on-the-go support.

Zia-powered
chat replies

With Zia Reply Assistant and suggested reply now available in the IM inbox, agents can get instant AI support in every chat.

Zia reply assistance in Instant Messaging makes your chat support quick and efficient.
Self-service

Employee self-service

Your agents' workday just got easier with a central hub for all upskilling resources within their Zoho Desk portal. Your employees can access the internal knowledge base, product guides, and central training portal without the hassle of switching tabs.

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Plug-and-play KB templates

Simplify the article writing process by creating templates that are easily accessible across departments. Bring structure, consistency, and speed to your knowledge base portals.

Engage through comments

Turn your KB portal into a two-way conversation platform with moderated customer comments.

MESSAGING EXPERIENCE

Instant Messaging gets a big boost

1/6

Add voice notes

Agents can now send voice notes to customers in Instant Messaging directly from the reply editor, making support faster, clearer, and more personal.

 Zoho Desk instant messaging reply editor lets agents send voice notes for faster, personal chat support.

Dynamic WhatsApp URLs

Personalize your WhatsApp template messages with dynamic URLs that autofill recipient details like name, product details, or email.

Use dynamic WhatsApp URLs through Zoho Desk that auto-fill customer details enabling contextual support operations

Take charge of IM ticketing

With the "Always" option turned on, keep all replies from a customer in one thread (they won't create a new ticket) so conversations stay organized and clutter-free.

 Always option keeps all customer replies in one thread for clutter-free conversations in Zoho Desk's instant messaging module.

Never miss a chat update

Stay in the loop with instant notifications on chat activity and response quality so every conversation is tracked and support stays top notch.

Stay in the loop with instant session notifications on chat activity and response quality so every conversation is tracked and support stays top notch.

Send WhatsApp marketing messages to your contacts

Send broadcast and promotional messages to your ticket contacts for proactive customer support.

WhatsApp broadcast messages to ticket contacts for proactive customer support.

Personalized and contextual live chat

Tailor the Business Messaging widget to your brand and equip your agents with customer details with JS API.

Customize live chat widget and get customer details for contextual support through JS API in Zoho Desk.
MOBILE EXPERIENCE

Enhanced on-the-go support

Apple Intelligence in Radar

Agents can use it to polish content, adapt tone, summarize key points, and create personalized AI-powered avatars, either through facial recognition or prompt-based generation.

Apple intelligence in Zoho Desk Radar app
Apple intelligence in Zoho Desk Radar app
Apple intelligence in Zoho Desk Radar appApple intelligence in Zoho Desk Radar appSwitching to a new help desk solution - Zoho Desk

On demand mobile apps

Get custom mobile apps or choose from a gallery of existing apps built by us that sync the Zoho ecosystem with your existing Zoho Desk environment.

On demand mobile apps
Productivity

The efficiency advantage

These latest enhancements make it easier to customize, automate, and deliver accessible experiences, helping your team work confidently and efficiently.

Auto-assign unassigned tickets on closure quick resolutions.

Save filters for quick reuse & personalized searches

Set user permissions to create and edit custom views

Improved accessibility

Accessibility features in Desk's IM, help center, Guided Conversations, and Radar app ensures agents and managers with diverse needs can easily offer support and track operations efficiently.

  • Instant Messaging
  • Help center
  • Guided conversations
  • Radar

Expand your help desk's capabilities

Zoho Desk supports 360+ powerful integrations.The latest additions include: Power BI, Gitlab

Switching to a new help desk solution - Zoho Desk