AI-powered service made human-simple
Great service starts with empowered teams. With our latest update, your teams get the tools they need to work smarter, stay productive, and deliver the kind of service that keeps customers coming back.
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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Field Extraction
Pulls key customer details from tickets, bringing structure to unstructured data.
Field Prediction
Auto populates fields to offer teams more context to resolve tickets efficiently.
Generate Content
Summarizes tickets into bite-sized notes for agents to analyze easily and execute follow-up actions.
Auto Email Reply
Draft and send instant email responses to common types of tickets with AI trained on knowledge base and ticket context.
Redefining self-service with AI
Turn tickets into answers
Building a knowledge base is easier when Zia helps customer support reps 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.
Zia in
mobile apps
Radar and Zoho Desk mobile now comes equipped with Zia AI features, like ticket summary, Reply Assistant, Content Generation, and Zia insights, to help teams stay productive on the go.
Zia-powered
chat replies
With Zia Reply Assistant and suggested reply now available in the IM inbox, customer service reps can get instant AI support in every chat.
Employee self-service
Your support teams' 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.
Learn morePlug-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.
Instant Messaging gets a big boost
Add voice notes
Support teams can now send voice notes to customers in Instant Messaging directly from the reply editor, making chat support faster, clearer, and more personal.
Dynamic WhatsApp URLs
Personalize your WhatsApp template messages with dynamic URLs that autofill recipient details like name, product details, or email.
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.
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.
Send WhatsApp marketing messages to your contacts
Send broadcast and promotional messages to your ticket contacts for proactive customer support.
Personalized and contextual live chat
Tailor the Business Messaging widget to your brand and equip your teams with customer details with JS API.
Enhanced on-the-go support
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.
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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.
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 for quick resolutions
Save filters for quick reuse & personalized searches
Set user permissions to create and edit custom views
Improved accessibility
Zoho Desk’s latest accessibility updates bring Strikethrough Disabled Buttons, Switch On/Off labels with binary cues, and the Vazirmatn font for Persian/Arabic support, along with updates in Instant Messaging, Help center, Guided Conversations and Radar app, making it easier for all users to offer support and track operations.
- Instant Messaging
- Help center
- Guided conversations
- Radar
