FAQs: Customization

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:
  1. Replace the rating options and their corresponding icons
  2. Modify the message displayed on selecting a rating and on leaving feedback
  3. Ask a rating on every response or only on closing a ticket
  4. Change the location of the rating link on your email templates
  5. Show or hide the photo of an agent who is asking for the rating


To learn more about customizing happiness ratings, click here.


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:
  1. Log in to Zoho Desk with administrator privilege.
  2. Click the Setup icon (  ) in the top bar.
  3. In the Setup Landing page, click Layouts and Fields under Customization.
  4. Under Layouts and Fields menu, click Field Permissions.



  5. 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.
  6. Set the permission for the required field to Don't Show.
  7. 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, 
  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 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:

  1. It has been archived.
    Note that custom views that remain unopened for 60 days will be auto-archived.

  2. It has been permanently deleted.
    Note that archived views that remain unarchived for 30 days will be deleted.
  3. 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:

  1. Click the [Module] tab from the top bar. (For, eg. Tickets, Contacts, Accounts, etc.)
  2. 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.
  3. 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:
  1. Log in to your Zoho Desk account.
  2. Click on your profile icon in the upper-right corner.
  3. Click Zoho Account at the bottom of the profile window.
    The Zoho Accounts page opens in a new tab.
  4. Click on the photo avatar from the middle of the Zoho Accounts page.
  5. Click Upload a photo from your computer to upload a photo.
  6. Choose who can see your photo under Photo View Permission.
  7. Click Upload.



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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