Managing Ticket Responses in the Help Center

Managing Ticket Responses in the Help Center

Hello Again!
Welcome to the series unveiling amazing codes to customize your Help Center with ease! This week, we’re revealing codes to hide two additional tabs on tickets in the Help Center.
By default, Help Center tickets offer users the options to Reply and Comment, while some organizations prefer limiting these options to ensure a standardized support operation. 
Zoho Desk provides the codes to hide the Comment and Reply buttons on tickets. Check out how these customizations can benefit you!

Steps to add the CSS code
i. Navigate Setup (S) >> Channels >> Help Center >> Select the Help Center portal >> Select Customization. Click Customize on the theme you want to change. 
ii. On the left panel, under Customize, click on CSS and paste the code. On the top right of the screen, click Preview to view the changes, and then click Publish to see the live changes.





1. Hide the Comment button on the ticket 
ZylkerShop wanted to use the Comment option in tickets for internal purposes and decided to hide it from the Help Center. They determined that the Comment button wasn’t necessary for external users.


  1. /*Elegant Theme*/
  2. .ticketDetail ul.ConversationForm__replay li.ConversationForm__list:nth-child(2) {
  3. display: none;
  4. }

  6. /*Materialized Theme*/
  7.  .ticketDetail .ConversationForm__editerBar .ConversationForm__commentOpen { display: none; }
  8.  .ticketDetail .ConversationForm__editerBar .ConversationForm__replayOpen { margin-right: 0; }

  10. /*Flat Theme*/
  11. .ConversationForm__converList+.ConversationForm__converList{
  12. display:none;
  13. }

  15. /*Classic Theme*/
  16. .ConversationForm__conversationTarea
  17. .ConversationForm__openThreadForm+.ConversationForm__openThreadForm 
  18. {
  19. display:none;
  20. }


2. Hide the Reply button on the Ticket 
ZylkerShop wanted its users to connect via email or other support channels instead of responding to tickets through the Help Center portal. Therefore, they decided to hide the Reply button on the ticket.


  1. /*Elegant Theme*/ 
  2. .ticketDetail .ConversationForm__replay .ConversationForm__list:nth-child(1),
  3. .ticketDetail .DottedMenuPopup__dotMenuPopup .Post__reply {
  4.     display: none;
  5. }
  6.  
  7. /*Materialized Theme*/ 
  8. .ticketDetail .DottedMenuPopup__dotMenuPopupContent .Post__reply,
  9. .ticketDetail  .ConversationForm__replayOpen{
  10.     display: none;
  11. }
  12.  
  13. /*Flat Theme*/ 
  14. .ticketDetail .ConversationForm__filterCont .ConversationForm__converList:nth-child(1),
  15. .ticketDetail .MenuPopup__ticketrepliespopup .MenuPopup__reply {
  16.     display:none;
  17. }
  18. .ticketDetail
  19. .MenuPopup__ticketrepliespopup
  20. .MenuPopup__reply + .MenuPopup__popUpList {
  21.     border-top-width: 0;
  22. }
  23.  
  24. /*Classic Theme*/ 
  25. .ticketDetail .DottedMenu__children .Post__reply,
  26. .ticketDetail [data-id="newReply"]{
  27.     display: none;
  28. }

The above customizations will help reduce clutter in ticket threads, prevent miscommunication during the debugging process, and encourage support through formal channels.
We would be glad to hear how these codes have helped you. Feel free to contact us at support@zohodesk.com for customized solutions tailored to your use cases. 
We’ll meet again next week with another post offering codes for further customization. 
Until then, goodbye.
Regards,
Lydia Kiruba | Zoho Desk

    Access your files securely from anywhere

        Zoho Developer Community

            Bootcamp
            Community
            Pricing
            Webinars
            What's New
            Integrations
            Contact Support
            Contact Sales

              Zoho Survey Resources
                Features
                Survey Templates
                Integrations
                Community
                iOS Mobile Surveys
                Pricing
                Android Mobile Surveys
                Insurvey Blogs
                Insight Blogs
                Tips & Tricks





                              Latest Feature Updates


                                  Zoho Desk Resources

                                  • Desk Community Learning Series


                                  • Digest


                                  • Functions


                                  • Meetups


                                  • Kbase


                                  • Resources


                                  • Glossary


                                  • Desk Marketplace


                                  • MVP Corner


                                  • Word of the Day




                                      Zoho Marketing Automation
                                        Zoho SalesIQ Resources

                                              • Sticky Posts

                                              • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

                                                After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which

                                              • Register for Zoho Desk Beta Community

                                                With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

                                              • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

                                                Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is

                                              • Share your Zoho Desk story with us!

                                                Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

                                              • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

                                                Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting


                                              Manage your brands on social media
                                              Access Zoho Social

                                                Zoho Pagesense Resources


                                                    Zoho TeamInbox Resources

                                                      Zoho DataPrep Resources



                                                        Zoho CRM Plus Resources

                                                          Zoho Books Resources


                                                            Zoho Subscriptions Resources

                                                              Zoho Projects Resources


                                                                Zoho Sprints Resources


                                                                  Qntrl Resources


                                                                    Zoho Creator Resources



                                                                        Zoho Campaigns Resources


                                                                          Zoho CRM Resources

                                                                          • CRM Community Learning Series

                                                                            CRM Community Learning Series


                                                                          • Kaizen

                                                                            Kaizen

                                                                          • Functions

                                                                            Functions

                                                                          • Meetups

                                                                            Meetups

                                                                          • Kbase

                                                                            Kbase

                                                                          • Resources

                                                                            Resources

                                                                          • Digest

                                                                            Digest

                                                                          • CRM Marketplace

                                                                            CRM Marketplace

                                                                          • MVP Corner

                                                                            MVP Corner





                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now