Agent Profile, Name Format and Signature

Agent Profile, Name Format and Signature

Each of your agents in Zoho Desk will have a profile with some of the basic information about them. A couple of these are name, contact email, picture, bio and the likes. The individual agents or the administrator can set these up in your helpdesk. 

Here are the profile information that can be setup by agents:
  1. Name:  Enter your First Name and the Last Name. Your last name will be used in all of your communication with your customers and across the helpdesk.
  2. Photo:  Upload your photo and it will be displayed in your tickets, chat interface, forums and other customer touch points.   
  3. Email:  This is the primary email address for your account. The email address will be auto populated with that of your one Zoho account. Also, it is to this email address that all of your alerts and notifications will be sent to, from Zoho Desk. 
  4. Roles & Permissions:  This defines your function and the permissions related to it,  that are defined by your administrator.
  5. Department:  This is an unit or a section to which you belong to in your organization. You should be associated with at least one department by an administrator. However you can belong to more than one department.
  6. Channel Expert:  If you have expertise in one or more of the channels, specify the same. You can choose from: Blog, Email, Facebook, Forum, Phone, Product Feedback Form, Remote Support, Toll-free, Web, Forums, Chat, Feedback Widget. This will help administrators while they assign tickets to you. Also, customers can approach you when they seek for help. 
  7. Bio:  Enter a short biography of your experience, expertise, or anything that you think is worth sharing with your customers. You bio will be visible in channels like chat, community forums and the likes. 
  8. Phone & Mobile:  Specify your contact number. You can add that of your desk phone and cell phone. Also leave your extension if you have one. 
  9. Language:  Select your language that your would like to view your help desk in. This language is specific to your account. 
  10. Country:  Specify the country you work from. Based on the country locale, you can mention the language for your account.
  11. Time Zone:  Specify your local time zone. The specified time zone will be used to time stamp the tickets that are created in Zoho Desk. This time zone is specific to your account.
Where to Update the Profile Information?

You can quickly update the above mentioned user profile information under Setup in Zoho Desk. 
To set your profile-
  1. Click  to access setup. 
  2. In the Customize section, click My Information. 
  3. In the following page, click the Edit icon from the left panel. 
  4. Enter or update your profile information as required. 
  5. Click Save. 
How to Upload my Photo?

You can upload a photo within your profile information page. 
To upload your photo- 
  1. Click the  icon and click Change to upload your photo. 
  2. Select an image and it appears in your profile. 
Remember that your photo should not exceed 500 KB and should be one amongst the following format: JPG, PNG, GIF, JPEG. 



You can click Delete, if you would like to remove or edit your profile picture. 

Name Format
You can change the name format as per naming conventions used in your country. For example, in the USA the name format is generally whereas in Japan the format is . 

How to Change Name Format?

To change your Name Format- 
  1. Click  to access setup. 
  2. In the Customize section, click My Information and then click Name Format. 
  3. In the Name Format page, drag and drop the First Name and Last Name to change their order.
  4. Click Save. 
Use Signature
You can embed a signature in the body of the message, while sending emails to your customers. Signatures can be customized as per your requirement.

How to add a Signature?

To add your signature-
  1. Click  to access setup. 
  2. In the Customize section, click My Information and then click Signature. 
  3. In the following window, specify the signature in the HTML editor. 
  4. Click Save. 
If you would like to add a logo in the signature, click  within the editor, to select an image and insert.