Zoho Desk update October 2025
This month’s Zoho Desk update October 2025 focuses on enhancing productivity, automation, and accessibility across Zoho Desk. From AI-driven ticket management and workflow automation to new Help Center customisation and inclusivity features, these updates continue to push Desk toward a more intelligent, user-friendly, and globally adaptable support platform.
You’ll find major improvements in AI-powered assistance, admin and data controls, Help Center personalisation, and analytics integrations — all designed to help teams deliver faster, smarter, and more consistent customer service.
Agentic AI in Desk: Support Specialist and Resolution Expert
Zoho Desk introduces two new predefined AI agents — Support Specialist and Resolution Expert — built to handle repetitive support workflows. Together, they help support teams respond faster, maintain accuracy, and close tickets efficiently with minimal manual input.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | These agents automate key parts of the support cycle: the Support Specialist drafts responses to common queries, while the Resolution Expert prepares detailed resolution documentation. This reduces manual effort and improves turnaround times. |
| How to use it | Enable the AI agents from your Zoho Desk setup. They can also be embedded into automation rules for ticket routing, response suggestions, and closure documentation. |
| Our opinion | A significant step toward agent-assist automation. By handling repetitive actions, these AI agents let human support teams focus on higher-value customer interactions. |
| What to do next | Review your Desk workflows and identify areas where automation can be introduced. Start by activating the Support Specialist for reply drafting, then extend to the Resolution Expert for consistent ticket resolution notes. |
✅ Quick Takeaway
Agentic AI in Zoho Desk introduces intelligent assistants that cut manual effort from the support process — making every response faster and every resolution more accurate.
Employee Self-Service Portal: Continuous Learning and Empowerment Through Self-Service
Zoho Desk introduces the Employee Self-Service Portal (ESSP) — a centralised platform for agents to access learning materials, internal process guidelines, and training programs. The portal combines knowledge sharing and self-paced learning to help teams grow their expertise continuously.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | ESSP gives agents autonomy over their learning journey. With access to product information, internal process documentation, and training content, they can upskill at their own pace — improving both efficiency and customer satisfaction. |
| How to use it | Agents can log in to the Employee Self-Service Portal to explore Knowledge Base articles, enroll in courses, and access self-paced learning modules (powered by TrainerCentral). The portal also hosts process guidelines and reference materials for daily operations. |
| Our opinion | A smart move toward building a knowledge-driven support culture. Empowering employees to learn proactively enhances service quality and reduces dependency on traditional training cycles. |
| What to do next | Encourage your agents to explore the portal and start a self-paced course. Identify skill areas where teams can benefit most and track engagement through the portal’s training analytics. |
✅ Quick Takeaway
Zoho Desk’s ESSP equips agents with on-demand access to learning and knowledge resources — promoting a culture of self-improvement and operational excellence.
Use Zia Actions in Workflow Rules for Smarter Automation
Zoho Desk now lets you incorporate Zia actions directly into workflow rules, enabling a new level of AI-powered automation. These actions use contextual intelligence to speed up ticket handling and reduce repetitive manual steps.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | By embedding Zia’s intelligence into workflows, support teams can automate tasks such as generating replies, extracting data, predicting field values, and summarising ticket content — improving both response time and accuracy. |
| How to use it | When creating or editing a workflow rule, choose Add Action → Zia Action. You can then select from available options like Generate Email Response, Extract Field Values, Predict Field Values, or Summarise Ticket Content to automate relevant steps. |
| Our opinion | This update turns Zia from a passive assistant into an active automation driver. It’s a practical evolution that blends machine learning with operational workflows to save time and reduce human error. |
| What to do next | Review your existing workflow rules and identify areas where Zia’s predictive or summarisation capabilities can make an impact. Start by adding Zia actions to your most repetitive or data-heavy processes. |
✅ Quick Takeaway
Zia can now perform intelligent tasks directly within workflow rules — helping teams automate smarter, respond faster, and manage tickets more efficiently.
Export Tickets from the Help Center
End users can now export their tickets directly from the Help Center — giving them greater control over their own support data. This capability helps customers maintain personal records, review past interactions offline, and share ticket details when necessary.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Empowering users to export tickets enhances transparency and self-service. It reduces dependency on support teams for data access and makes it easier for customers to document or analyse their interactions. |
| How to use it | From the Help Center, users can open their ticket list and select the Export option. Tickets can be downloaded in supported formats for offline review or sharing. |
| Our opinion | A thoughtful, user-centric enhancement that aligns with the broader trend of data accessibility and self-service. It’s a small but meaningful feature that improves user trust and convenience. |
| What to do next | Communicate this update to your customers through the Help Center or email campaigns. |
✅ Quick Takeaway
End users can now export their own tickets directly from the Help Center — improving transparency, ownership, and ease of access to support data.
Send Workflow Notifications Using Popular Chat Services
Zoho Desk now supports automated workflow notifications through popular chat platforms, enabling teams to stay updated on ticket activity in real time — directly within their preferred collaboration tools.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Beyond email notifications, teams can now receive ticket updates instantly via Slack, Microsoft Teams, Google Chat, and Zoho Cliq. This keeps agents connected to critical cases and improves response times for high-priority issues. |
| How to use it | When configuring a workflow rule, select Add Action → Notify via Chat and choose the preferred platform. You can define message content, channels, and triggering conditions to ensure the right people are notified at the right time. |
| Our opinion | A smart, modern extension of workflow automation. Meeting agents where they already collaborate reduces communication gaps and helps ensure faster, coordinated resolutions. |
| What to do next | Connect your preferred chat platform to Zoho Desk under Setup → Marketplace → Chat Integrations, then update key workflows to include chat-based notifications for priority tickets. |
✅ Quick Takeaway
Zoho Desk can now send workflow notifications directly to Slack, Teams, Google Chat, and Cliq — helping teams react faster and stay aligned without relying solely on email.
Export Data Directly from Module List Views
Zoho Desk now allows users to export data directly from module list views, making it easier to extract frequently accessed or filtered records without navigating through the full data export process.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Custom list views are often used to track important or frequently referenced records. Being able to export these views directly saves time and ensures quick access to the most relevant data — filtered exactly as needed. |
| How to use it | From any module (e.g., Tickets, Contacts, or Accounts), open a custom list view and click Export. Choose whether to export all records or apply filters to export a subset. The data will download in your preferred file format. |
| Our opinion | A practical enhancement that improves data accessibility and reporting flexibility. It’s especially useful for managers and analysts who need on-demand exports of curated views. |
| What to do next | Review your existing list views and identify those most useful for regular exports. Use filters to create focused datasets for reporting, sharing, or offline analysis. |
✅ Quick Takeaway
Users can now export records directly from any module’s list view — a faster, more flexible way to get filtered data for reports and analysis.
Export Data Directly from Module List Views
Zoho Desk now allows users to export data directly from module list views, making it easier to extract frequently accessed or filtered records without navigating through the full data export process.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Custom list views are often used to track important or frequently referenced records. Being able to export these views directly saves time and ensures quick access to the most relevant data — filtered exactly as needed. |
| How to use it | From any module (e.g., Tickets, Contacts, or Accounts), open a custom list view and click Export. Choose whether to export all records or apply filters to export a subset. The data will download in your preferred file format. |
| Our opinion | A practical enhancement that improves data accessibility and reporting flexibility. It’s especially useful for managers and analysts who need on-demand exports of curated views. |
| What to do next | Review your existing list views and identify those most useful for regular exports. Use filters to create focused datasets for reporting, sharing, or offline analysis. |
✅ Quick Takeaway
Users can now export records directly from any module’s list view — a faster, more flexible way to get filtered data for reports and analysis.
Convert Tickets into GitLab Issues with the GitLab Extension
The new GitLab–Zoho Desk integration bridges the gap between support and development teams. Agents can now convert tickets into GitLab issues or link them to existing ones, ensuring customer-reported bugs and feature requests are efficiently tracked and resolved.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Custom list views are often used to track important or frequently referenced records. Being able to export these views directly saves time and ensures quick access to the most relevant data — filtered exactly as needed. |
| How to use it | From any module (e.g., Tickets, Contacts, or Accounts), open a custom list view and click Export. Choose whether to export all records or apply filters to export a subset. The data will download in your preferred file format. |
| Our opinion | A practical enhancement that improves data accessibility and reporting flexibility. It’s especially useful for managers and analysts who need on-demand exports of curated views. |
| What to do next | Review your existing list views and identify those most useful for regular exports. Use filters to create focused datasets for reporting, sharing, or offline analysis. |
✅ Quick Takeaway
Agents can now generate knowledge base articles directly from ticket conversations — turning solved cases into shareable content for faster resolutions and stronger self-service.
Capture New Entities and Filter Audit Log Data with Extended Date Ranges
Zoho Desk’s enhanced audit log now provides deeper visibility into system and user actions. Admins can capture new types of entity changes and filter or export audit data for up to 60 days, improving traceability and compliance monitoring.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | The updated audit log records actions related to roles and data-sharing entities, offering a complete view of configuration changes. It also tracks agent availability updates across channels — email, phone, chat, and IM — giving administrators full visibility into operational activity. |
| How to use it | Navigate to Setup → Data Administration → Audit Log. Use the new filter options to view logs for specific entities, users, or extended date ranges (up to 60 days). Export logs as needed for analysis or recordkeeping. |
| Our opinion | A valuable enhancement for security, accountability, and operational insight. With expanded coverage and longer retention, admins gain the context they need to understand user actions and maintain compliance. |
| What to do next | Regularly review audit logs to monitor key role and data-sharing changes. Export reports monthly for archival or compliance audits, and leverage availability logs to assess workload patterns across channels. |
✅ Quick Takeaway
The upgraded audit log now tracks more entities, includes agent availability data, and supports 60-day filters and exports — providing admins with fuller visibility and control.
Capture New Entities and Filter Audit Log Data with Extended Date Ranges
Zoho Desk’s enhanced audit log now provides deeper visibility into system and user actions. Admins can capture new types of entity changes and filter or export audit data for up to 60 days, improving traceability and compliance monitoring.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | The updated audit log records actions related to roles and data-sharing entities, offering a complete view of configuration changes. It also tracks agent availability updates across channels — email, phone, chat, and IM — giving administrators full visibility into operational activity. |
| How to use it | Navigate to Setup → Data Administration → Audit Log. Use the new filter options to view logs for specific entities, users, or extended date ranges (up to 60 days). Export logs as needed for analysis or recordkeeping. |
| Our opinion | A valuable enhancement for security, accountability, and operational insight. With expanded coverage and longer retention, admins gain the context they need to understand user actions and maintain compliance. |
| What to do next | Regularly review audit logs to monitor key role and data-sharing changes. Export reports monthly for archival or compliance audits, and leverage availability logs to assess workload patterns across channels. |
✅ Quick Takeaway
The upgraded audit log now tracks more entities, includes agent availability data, and supports 60-day filters and exports — providing admins with fuller visibility and control.
Generate Articles from Selected Conversations Within a Ticket
Zoho Desk now enables agents to create knowledge base articles directly from ticket conversations, turning real-world interactions into reusable support content. This helps build a smarter, more relevant knowledge base over time.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | The updated audit log records actions related to roles and data-sharing entities, offering a complete view of configuration changes. It also tracks agent availability updates across channels — email, phone, chat, and IM — giving administrators full visibility into operational activity. |
| How to use it | Navigate to Setup → Data Administration → Audit Log. Use the new filter options to view logs for specific entities, users, or extended date ranges (up to 60 days). Export logs as needed for analysis or recordkeeping. |
| Our opinion | A valuable enhancement for security, accountability, and operational insight. With expanded coverage and longer retention, admins gain the context they need to understand user actions and maintain compliance. |
| What to do next | Regularly review audit logs to monitor key role and data-sharing changes. Export reports monthly for archival or compliance audits, and leverage availability logs to assess workload patterns across channels. |
✅ Quick Takeaway
The upgraded audit log now tracks more entities, includes agent availability data, and supports 60-day filters and exports — providing admins with fuller visibility and control.
Send WhatsApp Marketing Messages for Better Outreach
Zoho Desk now supports WhatsApp marketing messages, allowing businesses to expand their customer engagement through pre-approved, branded templates. This update helps teams deliver personalized outreach while maintaining compliance with WhatsApp’s messaging standards.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | WhatsApp remains one of the most effective channels for real-time customer communication. With this update, businesses can send marketing and promotional messages at scale — ensuring consistent brand voice and wider reach. |
| How to use it | From the Tickets or Contacts modules, agents can send WhatsApp messages individually using approved templates. Admins can reach larger audiences through mass actions or bulk updates. All campaigns use WhatsApp-approved templates for compliance and delivery success. |
| Our opinion | A significant step in omnichannel engagement. By integrating WhatsApp marketing within Desk, teams can blend support and outreach seamlessly — nurturing customer relationships without switching platforms. |
| What to do next | Review and set up WhatsApp Business API integration. Create and submit message templates for approval, then start sending personalized campaigns to re-engage leads or announce key updates. |
✅ Quick Takeaway
Zoho Desk now enables teams to send pre-approved WhatsApp marketing messages — making it easier to scale outreach and maintain consistent, compliant communication with customers.
Get Drilled-Down Details of User Actions in the History Tab
The History tab in custom modules has been upgraded to provide deeper visibility into user activity. Admins can now review detailed information such as user identity, IP address, department, entity, and specific actions performed on each record.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Greater transparency in record activity helps teams monitor changes and maintain accountability. The enhanced History tab not only logs who performed each action but also captures granular details, making it easier to trace modifications or investigate discrepancies. |
| How to use it | Open any record in a custom module and navigate to the History tab. You can view details like the user who performed the action, IP address, department, and entity. For added records, all field values are displayed; for updated records, previous and new values can be compared side by side. |
| Our opinion | A highly useful enhancement for auditing and change tracking. It brings more transparency to user activity and gives admins complete clarity on how records evolve over time. |
| What to do next | Encourage admins and supervisors to use the History tab for regular reviews of key records. Use the comparison view to validate recent updates or troubleshoot issues related to data changes. |
✅ Quick Takeaway
The enhanced History tab now shows detailed user activity — including IP, department, and field-level comparisons — giving admins full visibility into every record change.
Multilingual Captcha Enables Verification in Users’ Preferred Languages
Zoho Desk has enhanced the Help Center’s security and accessibility with a multilingual Captcha. Unregistered users submitting tickets are now prompted to verify their identity in a language of their choice, improving inclusivity for global audiences.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Captchas are essential for preventing spam and fraudulent submissions, but language barriers can frustrate legitimate users. By offering both image and audio-based Captchas in multiple languages, Zoho Desk ensures a smoother verification process for everyone. |
| How to use it | When unregistered users submit a ticket via the Help Center, they’ll automatically be prompted to complete a Captcha. The Captcha language adjusts based on the user’s locale or preference, supporting multiple languages for broader accessibility. |
| Our opinion | A thoughtful improvement that balances security with user experience. It makes the Help Center more welcoming to international customers while maintaining strong anti-spam protection. |
| What to do next | Verify that your Help Center language settings align with your customer base. Encourage users to select their preferred language when submitting requests for a more seamless experience. |
✅ Quick Takeaway
Zoho Desk now supports multilingual Captchas — ensuring secure, accessible ticket submissions for users around the world.
Help Writers Improve Article Quality with Content Analysis and Suggestions
Zoho Desk introduces a content analysis tool to help writers maintain consistency, accuracy, and clarity across knowledge base articles. The tool automatically detects issues and provides targeted recommendations to improve article quality.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Maintaining high-quality, error-free documentation ensures customers receive clear and reliable information. This feature identifies spelling and grammar mistakes, style inconsistencies, and other readability issues, helping teams uphold content standards. |
| How to use it | When creating or editing an article in the Knowledge Base, the Content Analysis option automatically scans the text and highlights potential issues. Writers can review each suggestion and apply recommended corrections directly within the editor. |
| Our opinion | A valuable enhancement for content teams. By embedding automated proofreading and style guidance into the writing workflow, Zoho Desk reduces the need for manual review and ensures professional, consistent documentation. |
| What to do next | Encourage article contributors to use the analysis tool before publishing. Establish internal writing standards that align with the tool’s recommendations to maintain consistency across all knowledge base content. |
✅ Quick Takeaway
The new content analysis tool in Zoho Desk helps writers produce clear, polished, and consistent articles — improving the overall quality of your Knowledge Base.
Use JavaScript to Customise the Help Center
Zoho Desk now supports JavaScript-based customisation in the Help Center, giving businesses more control over its look, feel, and functionality. This enhancement allows for deeper personalisation and richer user experiences.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | With JavaScript support, businesses can transform their Help Centers into dynamic, interactive, and brand-aligned spaces. It enables advanced visual customisation, interactive behaviours, and seamless integration with third-party tools — enhancing engagement and usability. |
| How to use it | Access the Help Center customisation settings and add your custom JavaScript code. You can modify component behaviour, embed widgets, include animations, or integrate analytics and third-party extensions for extended functionality. |
| Our opinion | A game-changer for organisations seeking a unique Help Center experience. The flexibility to add custom scripts bridges the gap between static content and dynamic, interactive support environments. |
| What to do next | Review your Help Center layout and identify opportunities for improvement. Use JavaScript to add tailored elements — such as chat widgets, interactive FAQs, or personalised banners — to create a more engaging user experience. |
✅ Quick Takeaway
Businesses can now use JavaScript to build dynamic, interactive, and visually enriched Help Centers — combining design freedom with functional flexibility.
Allow Moderators to Approve Public Comments in Articles
Zoho Desk now enables moderation for public comments on Knowledge Base articles, giving businesses full control over what gets published. This helps maintain professionalism, reduce spam, and ensure that only valuable, relevant contributions are visible to all users.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Open commenting can foster community engagement but also attracts spam or off-topic content. With moderation controls, businesses can approve, reject, or filter comments before they appear publicly — safeguarding brand credibility and user trust. |
| How to use it | In the Help Center settings, enable Comment Moderation for Knowledge Base articles. Once active, all new comments will be sent for review, allowing moderators or assigned agents to validate and approve content prior to publication. |
| Our opinion | A vital step toward maintaining a clean, credible, and community-friendly Help Center. It strikes a balance between openness and control, ensuring quality discussions without compromising reputation. |
| What to do next | Assign specific moderators to oversee public comments and establish internal guidelines for what constitutes an acceptable comment. Communicate your moderation policy transparently to users for clarity and trust. |
✅ Quick Takeaway
Moderation for article comments gives businesses control over what’s published — keeping Help Center discussions authentic, relevant, and free from spam.
Configure Agent Profile Permissions to Manage Custom Views
Zoho Desk now gives administrators greater control over custom view permissions. Admins can define which agents are allowed to create, edit, share, or re-share custom views across modules like Tickets, Contacts, and Accounts — strengthening data security and governance.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Custom views help agents organise their work efficiently, but unrestricted access can lead to cluttered or inconsistent setups. With granular permission controls, admins can ensure only authorised users modify or share views — maintaining uniformity and protecting sensitive data. |
| How to use it | Navigate to Setup → Security Control → Profiles and open the relevant agent profile. Under permissions, adjust the settings for Custom Views to allow or restrict actions such as Create, Edit, Share, and Re-share. |
| Our opinion | A much-needed governance feature that balances flexibility with control. It empowers admins to manage data visibility and collaboration policies without restricting productivity. |
| What to do next | Review all agent profiles and align permissions with your data management policy. Limit sharing and editing rights to trusted roles while keeping viewing access open for operational efficiency. |
✅ Quick Takeaway
Admins can now define which agents can create, edit, or share custom views — promoting better data control, consistency, and collaboration across teams.
Standardise Content Structure Using Article Templates
Zoho Desk introduces article templates to help teams maintain consistent structure and style across all Knowledge Base content. Templates make it easier for writers to follow predefined layouts, ensuring clarity and uniformity across departments and contributors.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | When multiple authors contribute to your Knowledge Base, maintaining a unified tone and structure can be difficult. Templates help standardise formatting and layout, minimise inconsistencies, and save time — resulting in professional, cohesive documentation. |
| How to use it | In the Knowledge Base module, create or select an article template to apply when drafting new content. Each template defines a consistent layout for headings, sections, and formatting, guiding authors through the content creation process. |
| Our opinion | A practical enhancement for growing teams. It promotes editorial consistency, reduces rework, and helps ensure that all published articles meet organisational content standards. |
| What to do next | Review your existing Knowledge Base articles and identify common structures. Create templates for FAQs, how-tos, troubleshooting guides, and announcements to maintain clarity and save time for your writers. |
✅ Quick Takeaway
Admins can now define which agents can create, edit, or share custom views — promoting better data control, consistency, and collaboration across teams.
View Zoho Desk Analytics Using Power BI
Zoho Desk now integrates with Microsoft Power BI, enabling businesses to visualise support data, monitor KPIs, and combine insights from multiple sources. This integration empowers teams to make data-driven decisions with greater precision and context.
💡 Key Insights
| Category | Details |
|---|---|
| Why it matters | Power BI brings advanced data visualisation and analytics capabilities to Zoho Desk. By connecting the two platforms, businesses can track key performance metrics, analyse trends, and merge Desk data with other business systems to gain a holistic view of operations. |
| How to use it | Connect Zoho Desk to Microsoft Power BI via the integration settings or Power BI connector. Once linked, users can import data from Desk modules, create custom dashboards, and build interactive reports to track support performance in real time. |
| Our opinion | A major enhancement for analytics-minded organisations. This integration makes it easier to transform raw ticket data into actionable insights — helping managers identify bottlenecks, improve agent efficiency, and optimize customer experiences. |
| What to do next | Set up the Power BI connector and import key data from Desk modules such as Tickets, Agents, and SLAs. Build dashboards for response time trends, workload distribution, and resolution rates to start uncovering meaningful insights. |
✅ Quick Takeaway
The new Power BI integration lets businesses visualise and analyse Zoho Desk data in advanced dashboards — turning everyday support metrics into actionable intelligence.
Wrapping Up the Zoho Desk Update – October 2025
October’s updates bring together intelligence, inclusivity, and control — helping teams work smarter, manage data securely, and create better support experiences for customers.
✅ Quick Takeaway:
From automation to accessibility, Zoho Desk continues to evolve to meet modern business needs and improve every aspect of customer engagement.
Next Steps
Ready to start using any of these new features — or interested in reviewing how your team is using Zoho?
📅 Book a session with Paul to explore how these updates can be applied to your setup or to conduct a quick review of your current Zoho solutions.
Want help implementing these features or optimising your Zoho Desk setup?
👉 Get in touch with the team at Goldstar IT — we’ll help you make the most of what’s new.