FAQs: Customization
Can I customize the look of the Happiness Ratings?
Happiness Ratings enables you to measure the quality of customer service being provided by allowing your customers to rate their experience on a scale of Good, Okay and Bad. That said, it is essential that the ratings and their accompanying visuals stay in sync with your business identity.
Keeping this mind, Zoho Desk provides you the following customizations:
- Replace the rating options and their corresponding icons
- Modify the message displayed on selecting a rating and on leaving feedback
- Ask a rating on every response or only on closing a ticket
- Change the location of the rating link on your email templates
- Show or hide the photo of an agent who is asking for the rating
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 permissions for a field under the Field Permissions section in Zoho Desk.
To hide fields from Help Center users, follow the steps mentioned below:
- Log in to Zoho Desk with administrator privilege.
- Click the Setup icon (
) in the top bar.
- In the Setup Landing page, click Layouts and Fields under Customization.
- Under Layouts and Fields menu, click Field Permissions.
- On the Field Permissions page, do the following:
- Select Tickets from the Modules drop-down value.
- Select Help Center from the Profiles drop-down value.
All the fields available in the selected module will be listed. - Set the permission for the required field to Don't Show.
- Click Save.
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 drop-down next to that to reveal the alternate behavior.
To set the default "send" behavior, follow the steps mentioned below:
- Click the Setup icon (
) in the top pane.
- Click Personal Settings under the Customization menu.
- Click Preferences under the Personal Settings sub-menu.
- On the Preferences page, select the desired behavior under the Default Send Behaviour option.
- Your selection gets saved instantaneously.
Note:
- This setting is user-specific (agent-level personalization) and will be reflected only for the users who have changed it. Note, admins cannot change or define this setting for agents.
Why did a custom view disappear from my lists?
A custom view that no longer appears in your account may have been subjected to one of the following circumstances:
- It has been archived.
Note that custom views that remain unopened for 60 days will be auto-archived. - It has been permanently deleted.
Note that archived views that remain unarchived for 30 days will be deleted. - It was created in a different department.
Note that custom views are specific to the department in which they were created.
The former case means you can restore the custom view from the Archived Views folder.
To access the archived view:
- Click the [Module] tab from the top bar. (For, eg. Tickets, Contacts, Accounts, etc.)
- In the [Module] Home page, click Archived Views on the left panel.
If you’re in a Starred View, switch to All Views and then click Archived Views. - Select the archived view from the list that you want to access.
Why can't my colleagues see my profile picture?
You can personalize your help desk profile by uploading a photo that is visible to other users both in Zoho Desk and other Zoho services. To set the profile picture and to make sure it is visible to everyone, kindly follow the steps below:
- Log in to your Zoho Desk account.
- Click on your profile icon in the upper-right corner.
- Click Zoho Account at the bottom of the profile window.
The Zoho Accounts page opens in a new tab. - Click on the photo avatar from the middle of the Zoho Accounts page.
- Click Upload a photo from your computer to upload a photo.
- Choose who can see your photo under Photo View Permission.
- Click Upload.
How to disable the Happiness Rating for agents?
The happiness rating allows customers to rate the service provided by the support agent. It is a measure of how well the customer support personnel handles the tickets. The survey is usually shared with the customer along with the email reply. The built-in analytics also helps businesses track agents' performance and compare their ratings over different time periods. Customer happiness dashboards display the following:
- Customer feedback with all the ratings - good, bad, okay.
- Ratings received by each agent, which can be filtered as top or least rated.
- Ratings received over time
While setting up CHR, businesses can decide whether the agent should be allowed to view the rating or the survey details. This is mainly useful when they want to restrict the support agents from mishandling (adding or removing) the ratings.
To update the happiness rating settings,
- Navigate to Setup > General > Customer Happiness > Rating Link Accessible To.
- Select the Requesters and cc'd users option and click Save.
The agents will not have access to add or remove the rating.
Is it possible to remove the smileys from the customer happiness rating link?
Happiness Rating allows the customer to submit their feedback and rate the service offered by the support agents. The survey can be sent to the customer after every response to the ticket or once when the ticket is closed. The form consists of three rating options Good, Bad, and Okay, which are also represented with smileys. Businesses can customize the form to remove the smileys, thumbs up etc. and use only the ratings. Alternatively, if you do not want a smiley to be a part of the rating question, you can customize the rating and select an image of your choice.
To customize the form
- Navigate to Organization > Customer Happiness > Rating Link.
- Select the Will have rating question alone option.
To customize the smiley images in the survey form
- Navigate to Organization > Customer Happiness.
- Click the Edit icon of a rating.
- In the Edit Rating window, select a smiley from the options provided or click the Add icon ( + ) to browse and select an image of your choice and click Save.
Can an admin modify the agent's status to offline?
Assume that an agent signs off without updating their status to 'Offline'. The system will be able to detect that the agent is unavailable and continue to assign tickets. This can violate SLAs, FRTs and various other timelines , which in turn impacts resolution rate and customer satisfaction.
To avoid this, Zoho Desk allows the admin to set Idle Timeout for the agents in the organization. The admin can set the duration of inactivity, after which the system automatically updates the status. Let's say that the idle timeout duration is set to 15 mins. If an agent is away or idle for 15 mins, the system will consider them offline, and update the status automatically. This will ensure tickets are not assigned to this agent anymore until the status is online.
Here's how the admins can update the timeout duration:
We hope that this list of frequently asked questions about Customization is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!
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