Desk Monthly Release Round-up - June 2023

Hello everyone,

We are happy to share a quick overview of the features and enhancements that were released last month.

Introducing Integration with Google Analytics 4

With Universal Analytics (UA) been sunset from July 1st 2023, we have introduced integration of Zoho Desk with Google Analytics 4. GA4 is a robust analytical tool that can provide key insights about the performance of the Help Center.

Understanding user behavior and preferences can allow the organization to assess the effectiveness of Knowledge Base, Community, and support services. 

Some key insights that can be monitored with GA4 are:

• Measure customer interactions: Keep track of metrics like the number of article clicks. This data helps you evaluate engagement levels and identify areas for improvement.
• Monitor engagement with KB articles: Measure the duration customers spend on each article. This metric provides insights into the relevance and effectiveness of your content. It helps you identify popular articles and optimize those that may require improvement.
• Analyze navigation paths: Track the sequence of pages users visit and the order in which they access information. This helps you understand user behavior and enables you to reorganize folders or sections accordingly.

Help Doc 

Setting visibility of macro rules

Macros are a set of actions that allow agents to save time and effort by automating some of the regular activities they perform such as replying to emails, updating fields or creating tasks. 

So far, the macro rules that were created would be visible to all users across organization. Now, we have provided an option to select the users, teams or roles that can view or access the macro rules. 

Once the visibility is set, users can view only those rules that are relevant to them.

Help Doc 

Data encryption available in Reports

The following fields in the reports can be encrypted: single line, integer, email, phone, percent, decimal, URL, single picklist, currency, and date. Data encryption is available for all editions. 

Increased picklist value count for Nested Picklists

Earlier to mark a picklist field as nested it was mandatory to have 500 values. This prevented admins from marking the fields that had more than 500 values as nested. To overcome this we are now allowing picklist fields that have up to 1500 values to be marked as nested.