Get practical tips to improve your customer service strategy at Zoho CX Workshop.

Register now!
Skip to product menu
close
  • Sales
    Press Space or Enter to display list of options
EXPLORE ALL PRODUCTS

Sales

 
CRM

Comprehensive CRM platform for customer-facing teams.

CRM
 
Bigin

Simple CRM for small businesses moving from spreadsheets.

Bigin
 
Forms

Build online forms for every business need.

Forms
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Sign

Digital signature app for businesses.

Sign
 
RouteIQ

Comprehensive sales map visualization and optimal route planning solution.

RouteIQ
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Suites
CRM Plus

Unified platform to deliver top-notch customer experience.

CRM Plus

Marketing

 
Social

All-in-one social media management software.

Social
 
Campaigns

Create, send, and track targeted email campaigns that drive sales.

Campaigns
 
Forms

Build online forms for every business need.

Forms
 
Survey

Design surveys to reach and interact with your audience.

Survey
 
Sites

Online website builder with extensive customisation options.

Sites
 
PageSense

Website conversion optimization and personalisation platform.

PageSense
 
Backstage

End-to-end event management software.

Backstage
 
Webinar

Webinar platform for webcasting online webinars.

Webinar
 
Marketing Automation

All-in-one marketing automation software.

Marketing Automation
 
LandingPage

Smart landing page builder to increase conversion rates

LandingPage
 
Publish

Manage all your local business listings on a single platform.

Publish
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Sign

Digital signature app for businesses.

Sign
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
LeadChain

Sync, manage, and convert leads across channels seamlessly.

LeadChain
 
NEW
CommunitySpaces

Online community platform for individuals and businesses to grow their network and brand.

CommunitySpaces
 
Suites
Marketing Plus

Unified marketing platform for marketing teams.

Marketing Plus

Commerce and POS

 
Commerce

eCommerce platform to manage and market your online store.

Commerce

Service

 
Desk

Helpdesk software to deliver great customer support.

Desk
 
Assist

Remote support and unattended remote access software.

Assist
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
FSM

End-to-end field service management platform for service businesses.

FSM
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Suites
Service Plus

Unified platform for customer service and support teams.

Service Plus

Finance

 
Books

Powerful accounting platform for growing businesses.

Books
 
FREE
Invoice

100% Free invoicing solution.

Invoice
 
Expense

Effortless expense reporting platform.

Expense
 
Inventory

Powerful stock management and inventory control software.

Inventory
 
Billing

End-to-end billing solution for your business.

Billing
 
Checkout

Collect payments online with custom branded pages.

Checkout
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Practice

Practice management software for accounting firms.

Practice
 
Sign

Digital signature app for businesses.

Sign
 
Commerce

eCommerce platform to manage and market your online store.

Commerce
 
Suites
Finance Plus

All-in-one suite to manage your operations and finances.

Finance Plus

Email and Collaboration

 
Mail

Secure email service for teams of all sizes.

Mail
 
Meeting

Online meeting software for all your video conferencing & webinar needs.

Meeting
 
Writer

Word processor for focused writing and discussions.

Writer
 
Sheet

Spreadsheet software for collaborative teams.

Sheet
 
Show

Create, edit, and share slides with a sleek presentation app.

Show
 
Notebook

Beautiful home for all your notes.

Notebook
 
Cliq

Stay in touch with teams no matter where you are.

Cliq
 
Connect

Employee experience platform to communicate, engage, and build positive employee relations.

Connect
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
TeamInbox

Shared inboxes for teams.

TeamInbox
 
WorkDrive

Online file management for teams.

WorkDrive
 
Sign

Digital signature app for businesses.

Sign
 
Office Suite

Powerful collaborative work platform for teams.

Office Suite
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
Calendar

Online business calendar to manage events and schedule appointments.

Calendar
 
Learn

Knowledge and learning management platform.

Learn
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
ToDo

Collaborative task management for individuals and teams.

ToDo
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
FREE
PDF Editor

Collaborative online PDF editing tool.

PDF Editor
 
Suites
Workplace

Application suite built to improve team productivity and collaboration.

Workplace

Human Resources

 
People

Organize, automate, and simplify your HR processes.

People
 
Recruit

Intuitive recruiting platform built to provide hiring solutions.

Recruit
 
Expense

Effortless expense reporting platform.

Expense
 
Workerly

Manage temporary staffing with an employee scheduling solution.

Workerly
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Shifts

Employee scheduling and time tracking app.

Shifts
 
Sign

Digital signature app for businesses.

Sign
 
Suites
People Plus

Comprehensive HR platform for seamless employee experiences.

People Plus

Security and IT Management

 
Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

Directory
 
FREE
OneAuth

Secure multi-factor authenticator (MFA) for all your online accounts.

OneAuth
 
Vault

Online password manager for teams.

Vault
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Toolkit

Complete resource for any admin-related lookup queries.

Toolkit
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
Assist

Remote support and unattended remote access software.

Assist
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA

BI and Analytics

 
Analytics

Modern self-service BI and analytics platform.

Analytics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep
 
NEW
IoT

Harnessing IoT analytics for real-time operational intelligence.

IoT

Project Management

 
Projects

Manage, track, and collaborate on projects with teams.

Projects
 
Sprints

Planning and tracking tool for scrum teams.

Sprints
 
BugTracker

Automatic bug tracking software for managing bugs.

BugTracker
 
Solo

The all-in-one toolkit for solopreneurs.

Solo

Developer Platforms

 
Creator

Build custom apps to simplify business processes.

Creator
 
Flow

Automate business workflows by creating smart integrations.

Flow
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA
 
NEW
Apptics

Application analytics for all apps.

Apptics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
NEW
IoT

Build, deploy, and scale IoT solutions for connected businesses.

IoT
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep

IoT

 
NEW
IoT

Low-code IoT platform and solutions for connected businesses.

IoT

Search Result

 
CRM Plus

Unified platform to deliver top-notch customer experience.

Try now
CRM Plus
 
Service Plus

Unified platform for customer service and support teams.

Try now
Service Plus
 
Finance Plus

All-in-one suite to manage your operations and finances.

Try now
Finance Plus
 
People Plus

Comprehensive HR platform for seamless employee experiences.

Try now
People Plus
 
Workplace

Application suite built to improve team productivity and collaboration.

Try now
Workplace
 
Marketing Plus

Unified marketing platform for marketing teams.

Try now
Marketing Plus
 
All-in-one suite

Zoho One

The Operating System for Business

Run your entire business on Zoho with our unified cloud software, designed to help you break down silos between departments and increase organizational efficiency.

TRY ZOHO ONE
Zoho One
Zoho Marketplace

With over 2000 ready-to-use extensions across 40+ categories, connect your favorite business tools with the Zoho products you already use.

EXPLORE MARKETPLACE
Marketplace
Skip to main content
Zoho Desk Autumn Release - August 2024 Zoho Desk Autumn Release - August 2024

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 TRIAL

Here’s everything that’s new and improved!

  • Communication Experience
  • AI & Automation
  • User Experience
  • Integrations
  • Admin Experience
Communication Experience

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.

Zoho Desk Instagram & FB Messenger integration
Zoho Desk Instagram & FB Messenger integration Instagram direct message from customer shown within Zoho Desk
Build actionable self-service flows for instant messaging with Guided Conversations Learn more
Zoho Desk Guided conversations chatbot for instant messaging channels
Manage support conversations from multiple WhatsApp Business accounts Learn more
Add multiple WhatsApp business accounts on Zoho Desk
Trigger customer happiness survey in instant messaging chats Learn more
Customer happiness ratings automated message for Zoho Desk instant messaging channels
Send mass messages via WhatsApp Business from Zoho Desk Learn more
Send mass message to WhatsApp business contacts via Zoho Desk
Learn more
Zoho Desk Guided conversations chatbot for instant messaging channels
WhatsApp business multi account created via Zoho Desk WhatsApp business multi account setup in Zoho Desk instant messaging
Send customer happiness survey automatically on instant messaging chats via Zoho Desk Customer happiness rating template message on WhatsApp automatically triggered through Zoho Desk
Send mass messages to WhatsApp contacts through Zoho Desk WhatsApp order tracking mass message sent via 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.

Learn more Zoho Desk's native live chat - Business Messaging
Zoho Desk's native live chat customization - choose theme color and launcher icon Zoho Desk's native live chat - Business messaging chat box preview Zoho Desk's native live chat customization - choose wallpaper and embed options - iOS app, Android app, browser website
AI & Automation

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.

Ticket threshold settings for round robin ticket assignment in Zoho Desk
Department and agent level ticket threshold setting for Zoho Desk round robin ticket assignment Agent level threshold setup for Zoho Desk round robin ticket assignment

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.

Zoho Desk advanced process automation for instant messaging chats - Blueprint
Zoho Desk advanced process automation for instant messaging chats - Blueprint Zoho Desk Blueprint process - advanced automation - states and transitions

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.

Webhooks and API for Zoho Desk instant messaging channels
Real time ecommerce shipping updates being triggered through webhooks created with Zoho Desk Automated WhatsApp message triggered through WhatsApp API via Zoho Desk

Enhanced
Zia AI capabilities

Train your bot to get in shape

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.

Learn more Zoho Desk AI - Zia - Answer bot
Generate AI-powered human responses

Zia uses generative AI to craft human-like responses by leveraging knowledge base articles, open-domain data, or both.

Learn more Zoho Desk Generative AI - Zia powered by GPT
An Answer Bot for every brand

Create a single Answer Bot for all departments, or deploy multiple bots tailored to different departments by training Zia exclusively on department-specific articles.

Learn more Zoho Desk AI - Train Zia Answer bot on department specific knowledge base
Zoho Desk Zia AI answer bot reply generation
Zoho Desk Zia AI integration with ChatGPT - reply generation from knowledge base articles or open domain Zoho Desk Zia AI integration with ChatGPT - Customize reply options - change tone and length
Zoho Desk Zia AI training - department specific knowledge base articles Zoho Desk AI bot - Zia chat bot preview

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

User Experience

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 ACTION

Greater 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.

Learn more
Zoho Desk self service help widget- ASAP for mobile and web - customer hub
Zoho Desk help centre browser screen Zoho Desk self service help widget - ASAP for mobile and web - customer view

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.

Pin ticket comments and conversations in Zoho Desk
Pinned ticket private comments and conversations in Zoho Desk ticket detail view Pin important comments and conversations within Zoho Desk tickets

Simplify KB navigation
with accordions and tabs

Organize multiple content sections in your knowledge base
articles in two new formats:

Organize content within accordions and tabs in Zoho Desk knowledge base
Organize content within accordions and tabs in Zoho Desk knowledge base Organize content within accordions and tabs in Zoho Desk knowledge base
Integrations

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.

Learn more
Zoho Desk and Zoho FSM integration for field service management inside help desk software

Expand your help desk’s capabilities

Zoho Desk supports 300+ powerful integrations.
Here are the latest additions:

Zoho Desk new integrations release in August 2024
Admin experience

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!