Setting Up Ticket Default Preferences

Setting Up Ticket Default Preferences

Ticket Default Preferences is a User Preference option in Zoho Desk that enables users to predefine reply actions and the default type for comments in a ticket. This feature is particularly useful for teams that handle a large volume of tickets, as it can help them to save time and improve their overall productivity.


Some of the key benefits of using Ticket Default Preferences

 

  • Time-saving: By defining a default reply and comment action, users can save time, as they won't have to manually choose the reply or comment action every time they respond to or comment on a ticket.
  • Customization: Users can customize the ticketing system according to their needs and preferences by reordering the reply actions in the ticket reply drop-down.
  • Reduces Oversights: When a default reply action is set, it reduces the chance of oversights, as users don't have to manually select the action every time.
  • Consistency: By setting the default comment type, users can ensure that all comments are either private or public, which helps maintain consistency across the support process.
  • Improved communication: By setting the default comment type to private, users can communicate sensitive information securely without the risk of it being shared publicly.

 

  • The ticket default preferences are applicable only on the tickets that are received via email. 
  • If an administrator or agent modifies the default response action or comment type, the changes will not be visible to other agents. This option is user-specific.
  • By default, all ticket comments are set as private. This means that when a support agent or admin creates a new comment on a ticket, the comment can only be viewed by other agents and not by the customers in the help center.

Setting Reply Button Defaults 

While replying to a ticket in the Desk portal, users can use the following reply actions, Forward, Reply, or Reply All. One of these options can be selected as the default reply action. For example, if you are an agent who wants to always reply to all the recipients when responding to a ticket, then you can do so easily by setting "Reply all" as the default button. This way, you can conveniently click on the button to take a desired action instead of using the drop-down every time. This can be a great time saver for users who frequently uses the same reply action. 

 

Apart from setting the default reply action, users can also reorder the reply actions in the ticket reply drop-down. 


To set reply button defaults

  1. Navigate to your Zoho Desk portal.
  2. From the top bar, click on your profile picture.
    This will open the User Info panel.
  3. Under the User Info panel, select Preferences.



  4. Select Ticket Default Preferences.



  5. In the Set Reply Button Defaults section, select the desired reply actions to default.
    You can also reorder the reply actions and preview the selected options.




Setting Default Comment Type   

In tickets, there are two types of comments: Private and Public. A user can choose one of the following while posting a comment on a ticket. Private comments are displayed within the Desk account and are mainly used for internal collaboration with other team members or peers, while public comments are visible to both internal users as well as customers in the help center. 
 
Some organizations that deal with sensitive or confidential information need to adhere to privacy guidelines. In such cases, they can set the comment type to private as default to protect the information. This will ensure that only the admin and authorized agents view the comment. On the other hand, if self-service and collaboration are a priority, setting the default comment type to public is the best option. 

To set default comment type

  1. Navigate to your Zoho Desk portal.
  2. From the top bar, click on your profile picture.
    This will open the User Info panel.
  3. Under the User Info panel, select Preferences.



  4. Select Ticket Default Preferences.



  5. In the Set Default Comment Type section, select the desired comment type to default.
    You can choose private or public comment.




Changing the default comment setting to private or public will have an impact on certain aspects of the portal. The default comment behavior will reflect in the Ticket detail view, left view of ticket properties, team feeds, and notifications. For example, if you select public comment as your default comment in preferences, then this will be reflected in the ticket detail view, and so.

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