But first, what is Zoho Desk?
But first, what is Zoho Desk?
Put simply, Zoho Desk is a ticketing application that enables organised and orderly assignment, communication and processing of support tickets, feature requests, and any other kind of services you can think of that can fit into the mold of a ticketing system.
But instead of blathering further, let's find out what's actually new here.
Communications
The instant messaging channel possibilities have been expanded! You can now use Facebook Messenger and Instagram through Desk in addition to the native messaging system.
Moreover, you can now embed a no-code messaging app on your own websites! It's powerful, customisable and compatible with the Desk instant messaging services.
Blueprints
What is a blueprint?
It's a branching path for your ticket states to follow based on what happens with the ticket. From assigning the ticket to resolving it.
Sounds complicated, right?
Not as much as you'd think. It could be as simple ensuring the ticket is assigned and then resolved. But it can also be complex if that suits your needs, too. For example, the ticket could need to be assigned, then there's three options for where the ticket is going. These options could be escalation, resolution and need information. It can go down any one of these paths and even rejoin later at resolution and closing the ticket.
It's only as complex as you want it to be.
Zia with ChatGPT?!
That's right! Zia can now be trained with ChatGPT to provide better responses.
What's more, Zia can handle multiple departments at your company if needed.
EU data centre included.
But do the responses pass as human?
Well, in my experiences, no. Not really. But that Zia had not been trained and didn't know what the true issue was.
They are better than they used to be, though.
ASAP Help Got a New, Customisable, Skin
But not only that, the ASAP Help widget can be customised per department, provide self-service by supplying knowledge base articles and forum posts.
What's more, customers can comment on the knowledge base, participate in community forums, chat with support agents, and submit, filter, track, and edit their tickets' properties all with a single sign-on using a JWT (JSON) web token.
Find Out More
This just scratched the surface of what's new: to find out more, just head over to Zoho's own what's new page here.