What's New in Zoho Desk

Previously, the table view was a department-specific view. However, we've extended the ability to view records in a tabular form to the "All departments" filter as well.

Zia's native and generative AI features are now available for users in the China DC, which is powered by DeepSeek, a legally compliant AI model optimized for Chinese languages. DeepSeek supports all existing Zia features except Answer Bot, which doesn't currently support Chinese languages. Users will need a DeepSeek account and API key to activate Zia's AI capabilities.

Users from the Canada and Japan data centers now have full access to Zia’s AI-powered features. Qwen is the default generative AI model supported for both DCs. The generative AI features includes Zia Insights for predictive and contextual analysis, Reply Assistance for drafting empathetic responses, Content Generation for faster ticket handling, and more. With these capabilities, support teams can work smarter, reduce response times, and deliver proactive customer service at scale.

The Employee Self-Service Portal (ESSP) facilitates agents to stay informed about the product, internal processes, process guidelines and more. It provides them a platform to take up courses and professional training with self-paced learning series (powered by TrainerCentral). With access to both Knowledge Base articles and structured training material, agents can strengthen their expertise, leading to improved efficiency and customer experience.

Support specialist and Resolution expert are predefined AI agents to handle repetitive work like response drafting and resolution documentation respectively. These agents can also be included in automation rules for seamless ticket management.

Zia actions—such as generating email responses, extracting important field values from ticket replies, predicting field values based on a ticket's conversation details, and summarizing ticket content—can introduce AI-based automations to workflows and improve the overall efficiency of the ticket-handling process.

Agents can generate knowledge base articles from tickets by selecting important conversations that can help both agents and customers as a quick reference for repeated queries. Generated articles exclude customer-specific data from the selected conversation(s) when creating articles.

Maintaining a cohesive writing style across all documents can be challenging, especially when there are multiple team members involved. Using templates, your KB articles can follow a standardized structure and format that creates consistency. Templates also save time, reduce chances of formatting errors, and maintain uniformity across departments.

Tracking public comments can be challenging on an open platform as there are high chances of receiving spam content. Moderation of such content allows businesses to maintain credibility and reputation, therefore it is important to set moderation settings that give businesses an upper hand over the kind of content that is published on their public forum. The public comments on article can be viewed by all help center users and enabling moderation allows the agents to validate and filter the content before publishing it for all users.

The integration between Zoho Desk and Microsoft PowerBI enables businesses to visualize data efficiently and track key metrics. Using the reports and dashboards fetched from Zoho Desk, businesses can create advanced analytics, customize KPIs, and merge data from multiple platforms to gain deeper insights—all of which empowers them to make more informed decisions.