Meet the Smarter Side of Support
Zoho Desk just rolled out its latest set of updates, and this release is all about making support more conversational, intelligent, and accessible. From AI-powered content assistance to better chat tools, these changes give every support team a sharper edge — whether you’re managing enterprise-scale ticket queues or small business service channels.
Here's a look at whats new and why it matters.
Smarter AI to supercharge your agents
Zoho Desk’s intelligent assistant Zia is taking center stage this season.
Now, Zia can help polish your agent replies, fix tone and grammar, and even summarize long tickets all directly inside the reply editor.
Highlights:
AI-drafted responses that maintain your brand tone.
Smart summaries of complex tickets for faster context.
Automatic content polish for replies and knowledge articles.
With these tools, your agents spend less time rewriting and more time resolving, delivering faster, more consistent customer communication.
Mobile and custom app power
Support isn’t limited to desktops anymore, and Zoho knows it.
This release gives you custom mobile apps tailored to your organization’s needs, or you can choose from a gallery of pre-built options.
Plus, the Radar app and mobile versions of Zoho Desk now include:
AI features powered by Apple Intelligence.
Quick content polish and tone adjustments on the go.
Personalized agent avatars for a more branded, modern experience.
Whether your team is hybrid or fully remote, these tools help maintain high productivity anywhere.
Accessibility and global readiness
Zoho continues to make Desk friendlier for everyone with thoughtful accessibility and language improvements.
Accessibility upgrades include:
“Strikethrough disabled buttons” — a clearer visual cue for inactive actions.
“Switch On/Off” labels — binary cues for easier understanding.
Support for the Vazirmatn font, enhancing readability for Persian and Arabic languages.
Overall improvements across Instant Messaging, the Help Center, and Guided Conversations.
For global teams, this means smoother multilingual interactions and a platform that welcomes every customer equally.
Deeper integration and productivity boost
Your service desk doesn’t operate in isolation, and Zoho Desk’s new integrations reflect that reality.
New integrations:
Power BI — build advanced dashboards and analyze ticket data in real time.
GitLab — connect tickets directly to development issues, closing the loop between support and engineering.
Productivity improvements:
Automatically assign unassigned tickets when closed.
Save filters, views, and permissions to personalize the workspace.
New Business Messaging Widget and JavaScript API for embedding Desk into your own portals and apps.
These updates make it easier than ever to tie Desk into your larger tech ecosystem and keep every team on the same page.
These updates make it easier than ever to tie Desk into your larger tech ecosystem and keep every team on the same page.
Why this release matters
Zoho Desk’s latest updates aren’t just incremental; they’re transformational.
This release focuses on three major themes:
Smarter AI — letting automation handle repetitive, low-value work.
Better Conversations — blending messaging, voice, and ticketing into one flow.
Stronger Control & Inclusivity — empowering teams with integrations, accessibility, and personalization.
If your support team has been juggling multiple tools, this update is a reminder that Zoho Desk can now handle more — in one place.
If your support team has been juggling multiple tools, this update is a reminder that Zoho Desk can now handle more — in one place.
