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.

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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!