Customization
Creating Ticket Templates
A ticket template is a set of predefined field values that can be applied to a specific support request. It simplifies ticket creation by pre-filling the values when you manually submit a ticket. The template can include values for standard fields ...
Customizing Ticket Statuses
Typically, when customers submit support tickets, you assign them with a status that has been set up for your Zoho Desk. It will help you know the number of tickets that were resolved and those that are currently open. To begin with, you're provided ...
On Hold state - Use cases and Behavior
Zoho Desk allows you to pause SLA timers on tickets when you are waiting for an event to happen. You can do this by selecting a status that is mapped to the On Hold state. However, it is important that you understand the functionality and which parts ...
Understanding the On hold ticket state
Ticket statuses help customers and agents to track progress and manage the lifecycle of a ticket. For example, it tells you whether it's the customer or an agent that needs to act next. All tickets in Zoho Desk can be in one of the following three ...
Managing Help Desk Fields
Fields are integral to a module since they hold the information associated with it. Customizing the fields specific to your support process allows you to unlock the full power of your Zoho Desk application. Fields can be of two types: Standard ...
Setting up Time Tracking
Time management is essential, more so in the context of delivering quality customer service to your end users. When a ticket is received, the customer in question would want it to get resolved at the earliest time possible. Similarly, as a support ...
Managing Email Templates
Effective communication is important for businesses. Zoho Desk provides a couple of predefined email templates that can be used to send Email notifications to your customers and agents. For example, you can use the predefined Email Template to send ...
Adding Custom Help Desk Fields
You can add new fields as per your requirements in your Zoho Desk. These fields will be available to all the agents added to your help desk. For example, you may want your customers to specify the serial number of their product while submitting ...
Customizing Help Desk Layouts
Layouts control the organization of fields and related sections on the module page of a department. Each department can have its own layout that consists of both default and custom fields. They also determine which fields are visible, read-only, and ...
Customizing Help Desk Modules
Modules represent the standardized parts that are offered in Zoho Desk. There are eight modules, each representing a set of functions. You can customize the Zoho Desk user interface according to your help desk process. The module settings are ...