Creating email templates for multiple departments in Zoho Desk allows you to streamline your communication with customers and agents by providing preconfigured messages tailored to specific needs.
Here's an example and some benefits of using department-specific email templates:
Let's say you have a company with two main departments: Sales and Support. Each department handles different types of inquiries and requires unique email responses.
For the Sales department, you can create an email template specifically designed to respond to sales inquiries. This template could include a personalized greeting, information about your products or services, and a call-to-action for potential customers to take the next steps.
On the other hand, for the Support department, you can create a different email template focused on addressing customer issues and providing troubleshooting guidance. This template may include a friendly introduction, instructions for resolving common problems, and links to relevant support resources.
Cloning Email Templates across Departments
With the assistance of the Broadcast Email Template extension in Zoho Desk, you can effectively clone email templates across departments, eliminating the need to recreate them for each department manually. With this extension, you can add a template for multiple departments at once or set a template as the default for all agents. Additionally you can select the profiles that can access the template.
You can install the extension directly from the Zoho Marketplace or from your Zoho Desk account.
To install the extension from the Desk account, follow the steps below:
To create email templates using extension, follow the steps below:
To apply the created email template across departments, follow the steps below:
Support Email Address
When you sign up for Zoho Desk, you are provided with a default support email address that looks like firstname.lastname@example.org. The mycompany part of the email address represents the portal name through which you signed up, and is to be replaced with the portal name of your Zoho Desk. You can share this support email address with customers, to receive emails in Zoho Desk.
To set up a support email address, navigateeto Setup > Channels > Email > Support email address. See also: Setting up support email address.
Is it possible to change the portal name of the support email address?
Because the support email address is a one-time creation process, you cannot modify the portal name of your support email address. If you are worried about displaying the wrong portal name in the support email address, it should not be a cause for concern.
Here is why
If you're still worried about using the email address with the wrong portal name, don't be! You can close your current Zoho Desk account and sign up for a new one with the preferred portal name.
Organizations may prefer to remove the "via Zoho Desk" snippet in email replies received by customers for several reasons. One common goal is to present a more professional and cohesive brand image by minimizing any references to third-party systems. By removing the "via Zoho Desk" snippet, organizations might aim to achieve a seamless and branded customer experience that aligns with their overall communication strategy.
To remove the "via Zoho Desk" snippet in email replies and have greater control over the email deliverability, we recommend configuring Zoho Desk to send emails directly from your own server. This can be achieved by enabling the Use my SMTP option for From Email Addresses in the Settings > Email > From Address section of Zoho Desk.
By enabling the Use my SMTP option and configuring the appropriate SMTP settings, you can send emails from your own domain without any references to Zoho Desk. This ensures a more professional and seamless communication experience for your customers. See also, Use my SMTP option.
To enable the use my SMTP option, follow the steps below:
However, this will not remove the "via Zoho Desk" or "on behalf of Zoho Desk" snippets from the automated notification emails sent to your customers and agents. It is because of DKIM signing on our SMTP servers for automated emails.
If you still want to remove these references, write to us at email@example.com. We will update your account so that notification emails from Zoho Desk are sent through ZeptoMail, our latest email service provider. This should remove the "via Zoho Desk" snippet from your notification emails as well.
In Zoho Desk, you don't have the option to change the domain name in the default support email address.
The domain name in your support email address is created after the name of your portal that you initially signed up with. Although you can choose a different portal name at any time (provided it is unique), you can't change the domain name in the support email address.
However, if you still wish to change your domain name based on your business needs and use case, we can check the possibilities to change the portal name from our end. In such a case, write to us at firstname.lastname@example.org.
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