What's New in Zoho Desk

Users who have forgotten their password can reset it after verifying their identity through an OTP authentication. This validation check will enhance user security.

Custom views enable users to quickly find specific records that they need to access frequently, such as premium accounts, modified subscriptions, and canceled travel requests. Users can clone these custom views and make edits, such as adding or removing criteria according to their requirements, without recreating a view from scratch. Users can clone custom views in the Tickets, Accounts, Contacts, Activities, Contracts, and custom modules.

Agents can associate tickets from different departments into a parent-child relationship to support better collaboration and visibility of the issue which eventually reduces the resolution time with improved customer satisfaction.

Agents can send ticket subjects and descriptions to customers by email to keep them in loop and provide improved clarity.

Agents can quickly initiate personalized conversations with customers by selecting a pre-approved WhatsApp message template from ticket and contact detail pages without navigating to the IM module. This improves turnaround time and enables more consistent ticket resolution.

Attachment file type restriction blocks unauthorized file attachments that a user can attach to a ticket. By configuring attachment settings, administrators can allow to upload or download or block specific file types for both incoming and outgoing support tickets in mobile.

Agents can select upto a maximum of 50 contacts and send them WhatsApp messages at scale, they can also delete the contact records. This allows them to improves speed and efficiency.

To resonate with Zia's expanding scope and capabilities, the Predictions under Zia Setup has been renamed to Intelligence. Intelligence offers a comprehensive set of tools such as sentiment analysis, ticket auto tags and Zia notifications for improved support services.

The Multilingual GC Bot supports seamless conversations across WhatsApp, Telegram, Line, WeChat, Facebook Messenger, Instagram, and Business Messaging, enabling businesses to engage with customers in multiple languages. The bot automatically detects and responds in the user’s preferred language, ensuring a localized and personalized experience.

The new AI Assistance feature enhances agent productivity by providing smart suggestions, automated responses, and real-time insights within the IM inbox. Supported across WhatsApp, Telegram, Line, WeChat, Facebook Messenger, Instagram, and Business Messaging, AI helps agents respond faster, summarize conversations, and suggest relevant replies based on context. This ensures improved response accuracy, reduced resolution time, and a more efficient customer support experience across all integrated messaging channels.