How to Use Sentiment Analysis and Smart Tagging in the Latest Zoho Desk

Introduction 

Customer service has transformed; it’s no longer about merely closing tickets, but understanding your customers on a deeper level and becoming more proactive. With the 2025 version update, Zoho Desk announced an upgrade to include both Sentiment Analysis and Smart Tagging which leverage AI to help support teams work more effectively, prioritize properly, and respond faster.These tools allow support staff to analyze customer tone and context in real time, enabling support agents to evaluate not only the words the customer is saying but also their emotional state. When emotion detection is blended with automated tagging, Zoho Desk is supporting organizations to deliver truly responsive, empathetic and efficient customer support. 

Key Features 

Online Sentiment with Zia AI Zia,  

• Zoho’s AI assistant now reads incoming tickets and discussions and identifies sentiment as positive, either neutral or negative. 
• Then it can automatically prioritize tickets based on sentiment which will elevate previous tickets and urgent responses to frustrated or angry customers above everything. 
• Agents are alerted via color-coded alerts and right on their dashboard with sentient labels to address or adjust tone and manner. 

Smart tagging from ticket content  

• Zoho Desk now automatically tags tickets based on content and context. 
• For example, if the word “refund” or “late delivery” is mentioned in a message, it will be tagged up automatically to categorize and report better. 
• Tags can kick-off workflows or escalations so teams can respond faster to pertinent issues.

Ticket sorting and filter enhancements  

• Now you can filter and segment tickets by sentiment (e.g., see all “negative” tickets). 
• Combine the sentiment filters with smart tags to home in on specific areas of customer-related issues – like all “billing” issues with “negative” sentiment. 
• Helps managers see more and act and allows team leads to see patterns و and act accordingly. 

Automation & Workflow Automatically  

• Apply SLAs, assign tickets to a senior agent, or escalate high-risk interactions based on smart tags and sentiment information. 
• For example, a ticket tagged “angry” and “billing” can go straight into the finance escalation queue. 

Insights & Reporting 

• The new insights dashboard contains sentiment trends reporting in the new analytics feature so you can easily see how customer sentiment has changed over time. 
• Pinpoint common areas of frustration and make changes to your products, policies, or processes based on those frustrations. 

Conclusion  

The new Sentiment Analysis and Smart Tagging features in Zoho Desk 2025 take a giant step towards self-aware, self-healing support solutions. Offloading ticket context, tone detection, and categorization to AI free up your support team’s time to focus on the real purpose – fixing issues with empathy and urgency. 

If you’re looking to transform your customer service operations, it’s time to adopt these new AI features. We know that they’ll save you time, but they’ll also contribute to building a better and positive relationship with your customers.