Navigating email templates just got a lot easier!

Navigating email templates just got a lot easier!

Email templates are incredibly useful to agents who deal with a large volume of tickets every day. They enable agents to deliver help quickly, while setting the right tone and maintaining personalized communication. 

If your support team uses email templates extensively in Zoho Desk, you will have found that agents have to navigate a long list of templates to find the right one. We realized that this process could be much smoother for your agents with a little refinement to Zoho Desk. That's why we've introduced some brand-new features to help you deliver even better customer service! Here they are:

  • Better Navigation: Up until now, email templates have appeared as a dropdown menu from the Reply Editor. Well, not anymore! Now, when you click on Email Templates, a new tab opens up on the right side of the screen where you can view the entire list of templates more clearly. The templates are organized into folders, which makes navigating to the right one, a lot easier. Moreover, you can preview a template as well! 

  • Quicker Access: Agents can now select frequently used email templates and add them to their Starred Templates list. The selection and order of the templates is agent-specific, and each agent can define it for their account. By giving agents a way to access email templates easily, you can fast-track responses to customers and boost agent productivity. 

  • Hassle-free Replies: Every time an agent hits Reply, a Default Template will now be auto-populated in the Reply Editor. Each agent can choose a default template for their account. When selected, it automatically gets added to the end of the agent's Starred Templates list. The agent is free to make changes to the order of the Default Template within the list of Starred Templates.

Searching for a template
Adding a template to your Starred Templates list or setting it as the Default Template
Previewing a template before selecting it

We hope that these small, yet significant enhancements will help you and your team provide quicker and better customer service. If you have any questions about this post, please add them in the comments section below, or email our team at support@zohodesk.com.

Happy Ticketing!

Cheers,

Team Zoho Desk


    Zoho Marketing Automation
      Zoho SalesIQ Promotion Banner
            • Sticky Posts

            • Zoho Desk Cheat Sheet For The Year-End

              Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
            • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

              Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions
            • Zoho Desk: Scheduled Maintenance on 8 August 2021

              Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expect
            • Issue: Responses sent multiple times from Zoho Desk

              Hi All  Im afraid we are facing an issue with Desk where responses from Desk are being sent out multiple times. We have all hands on board and we are working on fixing this. I will be posting a follow up shortly as soon as this is fixed with the RCA.  Appreciate your patience in the meantime.  Regards Aarty
            • Layouts just got a whole lot more customizable!

              Dear Customers, Layouts help you organize your fields in each module. They help you quickly get to the information you care about the most. Until now, you could modify layouts and create custom fields only at the organization level. Today, we've made layouts more customizable. Each department can now have its own layout. Agents can create and use custom fields within each department, without interfering with those in another department. They can also configure department-specific picklist values

            Zoho Pagesense Resources

              Zoho SalesIQ Resources



                    Zoho TeamInbox Resources

                      Zoho DataPrep Resources



                        Zoho CRM Plus Resources

                          Zoho Books Resources


                            Zoho Subscriptions Resources

                              Zoho Desk Resources

                                Zoho Projects Resources


                                  Zoho Sprints Resources


                                    Qntrl Resources


                                      Zoho Creator Resources


                                        Zoho WorkDrive Resources





                                            Zoho Campaigns Resources

                                              Zoho CRM Resources

                                                      Design. Discuss. Deliver.

                                                      Create visually engaging stories with Zoho Show.

                                                      Get Started Now