Zoho Desk Spring 2025
Our latest improvements reflect the changing landscape of customer service and the evolving ways you're using intelligence in your business. But no matter what changes, we remain committed to offering you unmatched value and flexibility in the industry.
Start Free TrialDive into what's new this season!
Intelligence,
naturally woven into your support experience
We've sharpened Zoho Desk's AI, Zia, to understand you and your customers in greater depth, deliver more nuanced responses, and handle routine tasks with remarkable precision, while maintaining the conversational warmth your customers expect.
Bring AI-driven guidance
to conversations
Transform rigid chatbots into responsive, empathetic support systems that autonomously handle level 1 and 2 customer requests. Guided Conversations, your custom chat flow builder, now features Zia AI that contextually routes customers to suitable solutions, suggests and performs actions, and brings in human agents when needed.
Craft the perfect response
When AI and human insight unite, every customer interaction becomes a meaningful conversation. With Zia AI's intelligence and your agents' empathy, the team can craft responses that are both accurate and impactful, in a fraction of the time it usually takes.
Guided Conversations reloaded
In addition to the AI-powered Zia block, Guided Conversations (GC) now equips deeper personalization and powerful integration. Discover the latest updates that make GC in Zoho Desk more efficient than ever.
Prebuilt templates
Deploy ready-to-use flows to quickly get started with support, sales, and other operational chat automation. New templates are added constantly—log in to Zoho Desk and share your ideas!
Redesigned builder UI
The new GC builder offers cleaner visuals for improved navigation, integrated flow metrics to measure block usage and drop-offs, and block previews for a smoother bot-building experience.
One-click integration blocks
Connect effortlessly with the Zoho ecosystem apps like CRM, Connect, Cliq, Projects, Mail, and Calendar using the new plug-and-play integration blocks—no coding required.
Advanced widget customization
Transform your chat widget into a brand experience. From branding elements like logos and theme colors to interactive call-out messages and launcher icons, personalize every detail.
Adaptive conversation flow
Make your GC bot more dynamic with instant messaging data variables that auto-fill details like name, amount, or ticket info for a personalized chat experience. Use the Combine Block to merge user inputs throughout the chat, ensuring contextual continuity and precise actions based on current records.
Bring external data into Zoho Desk
Track shipments on a live map, fetch order details from your e-commerce platform, or view invoices from your finance tool—all within Zoho Desk. Private extensions for custom modules bring external data into your workspace and trigger automated notifications for agents and customers.
Create a button and make it do anything
Custom buttons in Zoho Desk let you access external tools or trigger custom functions with a single click. Whether it’s opening URLs, sending team alerts, or updating records, you define the action—turning your ticket interface into a powerful command center.
The latest in analytics
Monitor performance metrics, compare trends, and visualize targets in sleek, customizable, easy-to-read cards.
Intelligent data fields that do the math for you
Formula fields in Zoho Desk use values from other fields to update the new calculated value in real time. Without any manual calculations, you can now view cost estimations, sales commission, or available stock in inventory—all within the ticket details page.
Improved self-service accessibility
Accessible help centers ensure that your customers with diverse needs can navigate and find assistance more easily, making their interaction with your business pleasant.
