Set Reply Behavior - Zoho Desk Knowledgebase

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, 
  1. Send, and
  2. 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 drop-down next to that to reveal the alternate behavior.

To set the default "send" behavior, follow the steps mentioned below: 
  1. Click the Setup icon (  ) in the top pane.
  2. Click Personal Settings under the Customization menu.
  3. Click Preferences under the Personal Settings sub-menu.
  4. On the Preferences page, select the desired behavior under the Default Send Behaviour option.
  5. Your selection gets saved instantaneously.



Note:
  1. This is an organization-wide setting and applies to all of your Zoho Desk departments and agents.

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