Dear Zoho Desk Users,
Greetings!
As we all step into the festive season, FC Group will take you through a quick summary of everything that launched in 2025 for Zoho Desk Mobile!
Zia: Smarter AI Assistance on Mobile
Zia’s generative AI features are designed to make daily support work faster and easier. These capabilities are now available for both tickets and IM chats in iOS and Android.
Key Zia Features
Summarize tickets, threads, and IM chats
Detect sentiment in incoming messages
Draft replies for tickets and chats
Create content like emails, invitations, announcements, and posts
Rewrite and adjust tone/length of messages
Translate responses into multiple languages
Ticket, Thread & Chat Summaries – Android & iOS
Zia condenses long conversations into concise, clear summaries, enabling agents to understand the issues instantly. These summaries can be regenerated or translated into any Zia-supported language.
For IM chats, Zia also highlights sentiment to help agents respond appropriately.
Content Generation – Android & iOS
Agents can generate ready-to-use content—emails, community posts, promotional text, invitations, and more—simply by entering a prompt describing what they need.
Reply Assistance – Android & iOS
Zia reviews the ticket or chat and suggests helpful, context-aware replies using the organization’s knowledge base. This helps agents respond quickly while maintaining brand tone.
Modify Tone & Length – Android & iOS
Need a shorter, more formal, or more friendly reply? Zia can rewrite complete responses or selected sentences directly from the app.
Ticket Management Enhancements
Create Individual Tasks, Events & Calls – Android & iOS
Agents can now add tasks, events, or calls not tied to a ticket—such as onboarding tasks or maintenance activities.
Inbound/outbound call details are also logged, and users can sort activities using system views or custom views.
Link Related Tickets – iOS
Tickets dealing with similar issues can now be linked as parent–child pairs.
This helps agents understand context faster and resolve multiple related tickets together.
View Formula Fields on Mobile – Android
Formula fields in tickets, contacts, tasks, events, and accounts can now be viewed directly in the app across six data types, including date, currency, boolean, and more.
Email Tickets to Customers – Android & iOS
Agents can send the ticket’s subject and description to customers to help them stay informed about the conversation.
Restrict Certain File Attachments – Android & iOS
Organizations can now restrict the upload/download of specific file types on mobile to ensure compliance and security.
Save Custom Filtered List Views – Android
Agents can set up ticket filters, save them, rename them, or delete them—saving time when searching for specific records.
Use Custom Buttons for Advanced Actions – Android & iOS
From the ticket screen, users can:
Open third-party apps or URLs
Submit external forms
Trigger workflows like approvals, alerts, and record creation
Sort & View Columns in Table View – Android
Agents can view tickets in a table layout and sort them by fields like status, owner, and subject for better visibility.
Rich Text Formatting for Comments – iOS
Users can style their comments with bold, italics, colors, bullet points, alignment options, and more.
Use Scribble with Apple Pencil – iOS
Agents can write notes using Scribble and attach them directly to tickets, comments, or activities.
Instant Messaging Enhancements
Multilingual WhatsApp Templates – Android & iOS
Send pre-approved WhatsApp messages instantly in the customer’s preferred language—no manual translation needed.
Pick Up GC Bot Chats on Mobile – Android
If a Guided Conversation bot escalates a chat, agents can take over directly from their phone for quick resolutions.
Send WhatsApp Messages from Tickets & Contacts – Android & iOS
Agents can choose from approved WhatsApp templates directly inside the ticket or contact page—no need to switch modules.
Mass Actions in Contacts – Android
Agents can select up to 50 contacts at once to send WhatsApp messages or delete records—making bulk actions much faster.
Reply to IM Tickets via Email – Android & iOS
If a ticket originated through IM, agents can still reply through email without switching channels.
Account Personalization
Custom Swipe Actions – Android
Users can assign actions (like close, reopen, assign, pick, mark unread, move, delete, etc.) to left or right swipe gestures.
Customize List View in Custom Modules – Android & iOS
Users can choose which fields appear in list view, rearrange layouts, and adjust card appearance.
Example: For a “Tour Packages” module, fields like country, duration, and visa requirements can be displayed.
New Language Support – Android & iOS
Android app now supports Norwegian (23 total languages)
iOS app now adds Norwegian, Hindi, Marathi, Bengali, and Telugu
View Your Profile in the Mobile App – Android & iOS
Users can now view detailed profile stats such as:
For more details, visit pfc-group.com.