FAQs
How to add my signature in tickets?
You can add your custom signature in the reply emails sent from Zoho Desk, and get connected with your customers in real time. The signatures can be added either department-wise or commonly for all departments. To add an email signature, follow the ...
How to customize the Help Center?
In just a few easy steps, you can customize the Help Center platform which allows customers to find answers for their queries either by going through your articles, forums or also by raising a ticket directly from the page. You can set colors, add ...
How to change the agent's email address?
Agents can themselves change the email address of their account in Zoho Desk. All they need to do is replace the existing email address with the new one from the Zoho Accounts page. To change the email address, follow the steps mentioned below: Log ...
Can I install my own SSL certificate in Zoho Desk?
No, you can't install Wildcard, or other SSL certificates bought from third-party vendors in Zoho Desk. We take the onus of purchasing and adding Group-SSL certificates without any installation or cost overheads for our customers. Since it adds value ...
Why do I see other portals' URLs in my SSL certificate?
We use Group SSL (Secure Socket Layer) certificates to establish a secure, encrypted connection between your browser and our servers. Since these certificates are applied to many domain-mapped portals and considering all those sub-domains are having ...
Can I change the domain name in the default support email address?
No, you cannot change the domain name in the support email addresses. Typically the domain name in your support email address is created after the name of your portal that you initially signed up with. Although you can choose a different portal name ...
How can I access the All Departments view?
If you are using multiple departments in Zoho Desk, it is essential that you track their progress under one holistic view. The All Department view helps you do just that. It enables you to view the entire list of tickets irrespective of the ...
How do I link contacts to accounts?
The Contacts are individuals or customers that you provide support for through the various channels in Zoho Desk. The Account is a company or an organization that the contacts belong to or represent. Therefore, it makes sense to associate multiple ...
How to set display preferences for tickets?
Alter the display preferences and see only those tickets that you would like to see by filtering them by age, sort them based on created time or due date and also define the maximum number of tickets that you think should be visible on a single page. ...
How to star a ticket list view?
Views help you to filter out tickets based on your preference so that you don't have to go through all the tickets in your Zoho Desk. You can go a step further and star certain views so that you don't even have to go through the hassle of going ...
How can I bulk assign an owner to multiple tickets?
You can bulk assign tickets to an agent using a ticket view in Zoho Desk. For example, you can open a ticket view, and choose the tickets you want to assign to an agent, in just a couple of clicks. To assign tickets in a bulk update, follow the steps ...
How to mark tickets as spam in bulk?
Spam emails or junk emails are unsolicited messages received at your support email address. Although Zoho Desk has built-in spam filters, spam emails can still sneak into your Zoho Desk account as tickets. In such cases, you can mark them as spam ...
How to bulk update a field value in tickets?
You can use the mass update function for updating a field value in multiple tickets at once. It will help save you a lot of time that you would have spent editing tickets individually. To perform a bulk update, follow the steps mentioned below: Go to ...
How to merge tickets?
It is not uncommon to receive multiple tickets from the same customer, or multiple contacts reporting the same issue from an organization. In these situations, you could just merge those tickets into one instead of dealing with the issue on many ...
How can I change the primary contact in Zoho Desk?
The first administrator who initially sets up Zoho Desk is the Primary Contact. All notification emails about the subscription like the upgrade or downgrade of a plan, change of credit card billing information or subscription cancellation are sent to ...