The Autumn 2025 update to Zoho Desk is packed with changes that actually make your day-to-day smoother. It’s not just about smarter AI or shinier tools, it’s about less clicking, fewer tabs, and more time spent doing meaningful work.
Here’s a quick walk through what’s new – and why it matters.
You’ve probably heard “AI” tossed around like confetti lately. The difference here? Zoho Desk’s AI shows up when it matters – and stays out of the way when it doesn’t.
Now you can roll out support agents that don’t need babysitting. They read customer queries, pu;; from your help docs, understand tone, and reply intelligently. All without an agent lifting a finger. Perfect for clearing out low-priority tickets or handling the same questions you’ve answered a hundred times.
Have specific needs? You can build your own AI agent with Zia Agent Studio. Set up roles, give them responsibilities, and let them take care of repetitive work. It’s kind of like hiring a new teammate-except you don’t have to onboard them.
The systems can now:
All of this adds up to less copy-paste, less manual sorting, and less switching between tabs.
Whether it’s WhatsApp, live chat, or your own site’s widget, Zoho Desk just made chat easier to manage.
Oh, and the AI helps here too – offering quick reply suggestions and summarizing long conversations at a glance.
Let’s face it: mobile support apps usually feel like an afterthought. Not here.
Zoho Desk now lets you:
Plus, all the AI writing tools – like “make this sound more professional” or “turn this into a list” – work from your phone. So you’re not stuck writing novels with your thumbs.
These aren’t flashy, but they matter:
It’s all about getting through your work with less friction.
Everyone works differently, and Zoho’s updates reflect that:
It’s not flashy – but it’s respectful. And that’s more important.
Zoho Desk now plugs into more tools than ever – over 360, in fact. Some new ones include:
This means fewer silos, and less jumping between platforms.
There’s now a full internal self-service portal for your support agents:
And speaking of saving time, you can now turn past tickets into knowledge base articles with just a few clicks. The AI pulls the conversation, picks out the useful parts, and formats it into something your customers can actually use.
This isn’t just a coat of paint. Zoho Desk’s Autumn ’25 update focuses on things that actually make support work better – whether you’re an agent buried in tickets or a manager trying to make your team more efficient.
Less noise. More control. And a system that feels like it’s working with you, not against you.
