FAQs
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 ...
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 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 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 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 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 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 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 ...
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 ...
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 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 ...
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 ...
How to customize the Help Center?
In just a few easy steps, you can customize the Help Center platform which allows your customers to find answers for their queries by going through your articles and forums or by raising a ticket directly from the page. You can set colors, add custom ...
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 ...
Why can't I find the merge option for tickets?
It is quite common for customers to seek your attention by contacting you through different support channels. It also happens that different people in the account might report the same issue. In these situations, you can merge all the tickets to save ...
Why can't I find the Import and Export options?
The import and export functionalities are specific to a department in Zoho Desk. If you did follow the right steps but still couldn't locate Import/Export option under Setup, it is more likely that you're in the All Departments view. In situations ...
Can I reach out for support over live chat?
Sure, you can. But before that, have you tried searching for your answer here on our Help Center. Just enter your question/search keywords in the search field at the top of this page. 7 out of 10 questions we receive via chat have a solution in our ...
How to move tickets between departments?
It is not uncommon for your customers to create tickets in a department which doesn't have the requisite expertise to handle them. You must transfer such tickets to the relevant department, so they don't fall through the cracks. The Move function in ...
How to remove the header and footer of my Help Center?
You can remove or customize the header and footer of your Help Center pages by customizing its HTML. To remove or customize the header and footer, follow the steps mentioned below: Click the Setup icon ( ) in the top bar. Click Help Center under ...
How to moderate end user signups in the Help Center?
Self-signup allows end users to register themselves for an account on your Help Center. All you need to do is direct your customers to your Help Center so that they could register and start using the same immediately. But, there is a caveat. The ...
How to merge tickets that happen to be on two different pages?
Right now, two or more tickets can be merged only when they belong to the same department and are on the same page. But, there is a nifty trick that can help you bring tickets together on a single page - the Advanced Search. With the Advanced Search, ...
Can I change the default department?
No, you cannot change the default department in Zoho Desk. The default department is created immediately after you sign up for an account. This department can neither be deleted nor disabled. Also, you cannot set any other department as the default.
Why can't I locate a ticket in Zoho Desk?
There can be many different reasons why a ticket could not be located in your Zoho Desk account. The most common causes are as follows: Marked as spam: Zoho Desk automatically helps identify spam and suspicious emails to save you from having to ...
Why are customers not receiving my ticket replies?
There can be many different reasons why your customers are not receiving ticket replies sent from Zoho Desk. The most common causes are as follows: The first step is to determine if Zoho Desk attempted to send a reply and was not able to. You can ...
How to remove the "via Zoho Desk" snippet in email replies received by customers?
We recommend that you configure Zoho Desk to send emails directly from your own server. You can do this by enabling "Use my SMTP option" for From Email Addresses under Settings > Email > From Address. This way, you can remove the references to Zoho ...
Why aren't my KBase articles visible to end users?
In general, for a knowledge article to be accessible for end users the following conditions must be met: I. Making the Knowledge base tab visible in the Help Center You'll want to make sure that you've made the Knowledge base tab visible to your Help ...
What file formats are supported for importing KB articles?
You can import your existing articles to your new Help Center knowledge base to save yourself some time and effort so that you don't have to keep re-creating them again. However, you are permitted to upload only the following file types to Zoho ...
What is the storage limit for articles in the knowledge base?
The knowledge base is an invaluable resource for your customers as it can help employees or customers find answers to their questions themselves. And for that very reason, just like how there are no limits for the number of tickets created in Zoho ...
How to change the order of articles in a category?
Zoho Desk allows you to manually set the order of articles by changing their position within a section or a sub section. This way you can designate the order the articles should be read in. To manually reorder articles in a section and/or sub ...
What's the difference between moving and sharing a ticket?
While both Ticket Sharing and Ticket Moving feature provide the ability for your agents to access tickets that are beyond their scope of viewing/editing, there are subtle differences between the two as described below: Moving a Ticket Sharing a ...
What happens to incoming tickets once agent threshold is met for a round-robin rule?
The round-robin assignment rule will distribute and assign the incoming tickets equally amongst a group of agents. Not to overload your agents, you can set a threshold for tickets, i.e., the maximum number of tickets that can be assigned to each ...
What happens to the SLA of a ticket on moving it to another department?
A Service Level Agreement, or SLA, is the standard of service that you agree to deliver to your customers. It represents the response and the resolution times offered by your agents on their tickets. SLAs in Zoho Desk are department specific, that ...
What is the difference between ticket comments and team feeds?
Comments and Team Feeds are two different features developed for the same purpose, i.e., collaboration. However, their use case may vary depending on the way you would want to collaborate with other agents in Zoho Desk. The major differences between ...
How to set agent's availability status?
You can set your availability status for Zoho Desk to control when you are available to receive new emails or chats. For example, you can set your status to Offline if you're going to stay away from your computer. To set your availability status: ...
How to enable moderation for community?
An online community is a platform where customers can ask questions, find answers, share best practices and engage with each other. However, creating a community forum opens up your business to potential spammers which render the self-help support ...
Can I use ticket tags in automation?
Yes, you can create automation rules that trigger some actions when you add a specific tag to a ticket. For example, based on a tag, you can automatically assign tickets, send alerts, create activities, set due times, and more. You can add tags as a ...
How to make "Send" as the default reply behavior instead of "Send and Close"?
Zoho Desk allows you to choose between two types of ticket reply behaviors, namely, Send, and Send and Close You can choose one as the default send behavior so that your agents can view that button primarily unless and until they click on the ...
Why are my agents not able to create or access Global Reports?
Global Reports help you make informed decisions by providing a holistic view of the activities across departments. However, unlike regular reports, the permission to access Global Reports is, by default, given only to the administrators of Zoho Desk. ...
Can I hide fields from help center users when they submit a new ticket?
Yes, you can choose to restrict access to specific fields within a ticket for your end users in the Help Center. Not just that, you can also make certain sensitive fields visible only to the administrators and not to agents. You can set these ...
How to change the suffix of my support email address?
When you sign up for Zoho Desk, you are provided with a default support email address that looks like support@mycompany.zohodesk.com. The "mycompany" part of the email address represents the portal name that you initially signed up with. It is ...
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