Zoho Desk Brings AI-Powered Productivity in 2025
Hello everyone,
Zia – Smarter AI Assistance
Empathy & Tone Suggestions: Zia now helps agents write thoughtful replies in any language.
Insights & Sentiment: Understand how a customer feels and what matters most in a conversation.
Summaries: View ticket and thread summaries directly in the reply window.
Tone & Length: Easily adjust writing tone and message length.
Content Review: Check grammar, readability, and structure before replying.
Content Generator: Create emails, reminders, and follow-ups using prompts.
Analytical & Reports
Ticket Lifecycle: See where time is spent and improve how tickets are assigned.
Agent Availability: Track hours worked, login sessions, and performance.
KPIs & Metrics: Monitor ticket closures, task completions, and team goals with visual cards.
- Formula Fields: Automatically calculate age, tenure, costs, etc.
Agent productivity
Action Buttons: Trigger URLs, update info, or start tasks with one click.
Private Extensions: Add custom tools directly into modules.
Community Enhancements: New UI with better filters and bulk approvals.
Bulk WhatsApp: Message multiple contacts at once.
Email Replies for IM: Respond to IM tickets via email.
User Friendy &Inclusive Help Center
Accessibility: Tab navigation, screen readers, and keyboard shortcuts.
Multilingual Support: Ratings, bots, and WhatsApp templates in multiple languages.
OTP Login: Secure access without passwords (India only).
Captcha Verification: Image/audio options for login security.
Workflow & assignment
Update Custom Modules: Use workflows to auto-update records across modules.
Function Logs: See success/failure of automation with detailed logs.
Admin & Audit
- Audit Logs: Now track changes in Contacts and Accounts. Export logs in CSV format.
IM & Chatbots
Answer Bot: Auto-replies from your knowledge base for faster chats.
Smart Routing: Assign chats to agents one by one to balance workload.
AI Help: Real-time suggestions, summaries, and tone detection in chat.
Guided Conversations: Zia-powered responses with memory and summaries.
Prebuilt Templates: Use ready-to-go bot flows in multiple languages.
App Integrations: Connect chatbots with Zoho CRM, Mail, Projects, and more.
Widget Customization: Personalize bot look, theme, and behavior.
IM Variables: Use platform-specific info to personalize conversations.
Combine Data: Merge variables and text to simplify replies.
Marketplace
Azure DevOps Integration: Connect support tickets to development work smoothly.
Mobile & ASAP
Voice Search: Use voice to find content in Android SDK.
Custom Content Display: Show specific support info based on app context.
SDK Callbacks: Track how customers use your KB and forums.
Mobile apps: (Android, iOS, and Radar)
Create Standalone Activities: Tasks/events not linked to tickets.
Custom List View (Android): Personalize what fields show in a module.
Zia in IM (Mobile): Smart reply suggestions in chat on iOS/Android.
Radar Permissions: Control who sees what in the app.
Time Zone Sync: Radar app now adjusts to device’s local time.
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