What's New in Zoho Desk

Guided Conversation, when associated with channels like WhatsApp and ASAP, creates chatbots to answer customer queries, complete tasks, or access services. When the customers request to transfer the chat to an agent, they can pickup those chats through their mobile anytime and anywhere, providing immediate resolution.

Users can interlink related tickets as parent-child to maintain a contextually well-organized database where it is easy to find information and also to close multiple tickets at once, saving a considerable amount of time.

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.

Use the Field Prediction Playground to test real or sample tickets and instantly evaluate how accurately Zia predicts ticket fields. This enables admins and agents to validate prediction quality, identify gaps, and retrain Zia to predict more accurately.

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.