Zoho DeskAutumn '24
As we continue to evolve, our objectives remain focused on empowering businesses to be more accessible to their customers, simplify support processes, and thrive with happy customers—all while delivering the best value in the industry.
START FREE TRIALHere’s everything that’s new and improved!
New channels, greater reach
Our Instant Messaging ecosystem just got bigger! You can now manage your business communication on Facebook Messenger and Instagram directly through Zoho Desk.
Business Messaging built for customer service
Embed Zoho Desk's native no-code Business Messaging widget across webpages and apps, each customized to your brand’s style. It allows smooth bot-to-agent hand-offs and supports automation for rich, personalized conversations. Integrate it independently or via the ASAP help widget, and manage all your conversations via the Instant Messaging module.
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Smart ticket allocation for optimized resolution
The new threshold limit preference under the round robin rule lets you set a maximum number of open tickets per agent to ensure a fair workload distribution. You can customize ticket allocation at the agent and department level, based on your team's capacity and experience level.
Blueprint for smoother
messaging experiences
Zoho Desk's Blueprint transforms chaotic support processes into step-by-step workflows.You can now reply to a ticket from instant messaging channels during Blueprint transitions, providing customers with an uninterrupted chat experience—just as they expect from their messaging interactions.
Your messaging apps can talk to other apps
Automate event-driven tasks between your messaging apps and existing business workflows with our flexible Instant Messaging API stack and webhooks. It's how an ecommerce platform can share package delivery OTPs via WhatsApp, or an insurance provider can send payment reminders—both triggered automatically.
Enhanced
Zia AI capabilities
With support for 13 languages, Zia Answer Bot delivers instant, precise answers by tapping into specific parts of the knowledge base articles it’s been trained on.
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Zia uses generative AI to craft human-like responses by leveraging knowledge base articles, open-domain data, or both.
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Create a single Answer Bot for all departments, or deploy multiple bots tailored to different departments by training Zia exclusively on department-specific articles.
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Updates in Zia
powered by ChatGPT
Supports 12 new
languages
Supports GPT-3.5, GPT-4o,
GPT-4o Mini, and GPT-4 Turbo
Now available for
EU data center
ASAP help widget
got a glow up
Greater flexibility for you
With a single setup for web and mobile, customize your help widget for each department. Associate self-service channels—knowledge base, community forum, Guided Conversations, Answer Bot, ticket layouts, or all. Ensure instant human assistance via Business Messaging, and personalize your widget's brand elements for a cohesive experience.
SEE ASAP WIDGET IN ACTIONGreater flexibility for your customers
With JWT-based user authentication, your customers can comment on the knowledge base, participate in community forums, chat with support agents, and submit, filter, track, and edit their tickets' properties—all with a single sign-on.
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Pin important conversations
Agents can now pin comments and threads, with either public or private visibility, to the top of the ticket conversation view, allowing them to quickly access important information from customers or team members in lengthy conversations.
Simplify KB navigation
with accordions and tabs
Organize multiple content sections in your knowledge base
articles in two new formats:
Introducing our integration with Zoho FSM: For great service from Desk to Field
Managing field service tasks is challenging when requests and work orders are scattered across systems.
You can now convert on-site request tickets into field-ready work orders, share them with field agents, and track completion in real-time. This streamlined process keeps field agents, remote support agents, and
customers in sync.
Expand your help desk’s capabilities
Zoho Desk supports 300+ powerful integrations.
Here are the latest additions:
Stay in control of your
help desk usage and data
API usage alerts
Set email and in-product notifications for when your organization is close to exceeding API request limits.
Back up and restore lost data
Schedule backups at your convenience—weekly, bi-weekly, monthly, quarterly, at a set time, or instantly.
The best customer service
is built with Zoho Desk
Thank you for being a part of our user community.
We can’t wait for you to explore the new features!