In Zoho Desk, the primary contact is an individual who sets up the Zoho Desk account of an organization. This person serves as the primary point of contact for transaction related queries, such as:
For more information, refer to Managing Primary Contact.
The default department is created immediately after you sign up for the Zoho Desk account. This department cannot be changed, modified, deleted, or disabled. You also cannot set any other department as the default.
In Zoho Desk, many built-in modules, features, and functionalities are tied to the default department, hence we do not allow users to delete the default department. It's also associated with the default support address, so you can't move it to a different department.
However, if you do not want emails sent to that department to be fetched as tickets, you can block mail fetching in that default department. This can be done from Setup > Channels > Emails > Support Email Address. Turn off the email fetching toggle for the department's default support address.
For more information, refer to Managing Departments in Zoho Desk.
When you want to change the currency displayed in your time entries, you have the flexibility to do so. This allows you to align the currency with your organization's specific requirements and preferences. By modifying the currency settings, you can ensure that the correct currency is consistently displayed throughout your time entries.
In Zoho Desk, Contacts, also known as end-users, are customers who send in their product or service-related queries as support tickets via one of the many channels you have enabled in Zoho Desk. Contacts can submit support tickets, read help articles, and track the status of their tickets on your Help Center. Contacts can also be associated with an account according to your business need. See also: Working with my Area in Help Center.
Account represents a company or a department within the company, for which you provide customer support. To keep track of all those contacts and account information we have a separate module called Customers in Zoho Desk. All the contacts will be stored and shown under the contacts tab, whereas the accounts details under the Accounts tab.
To associate a product with a department, follow the instructions below:
You can associate a product with a department while creating a new product. To add a product, navigate. to Setup > General > Products > New Product, then select the desired department. See also: Adding products.
To associate an activity with a department, follow the instructions below:
You can associate an activity with a department while creating a new activity. To add an activity, go to Activities > Add a call/task/event, then select the desired department. See also: add events, add calls, add tasks.
To associate a knowledge base article with a department, follow the instructions below:
You can associate a help article in the knowledge base with a department. You need to first organize the category by associating it with a desired department. While creating the article, you can then select the desired category.
To add a category, go to Knowledge Base > Organize Category > Create Category, then select the desired department. To associate an article to a category, go to Knowledge Base > Add Article, then select the desired category. See also:add category and add article.
In Zoho Desk, departments refer to the various divisions within your organization. The default department is created immediately after you sign up for the Zoho Desk account. This department cannot be changed, modified, deleted, or disabled. In addition, you can also create more departments and manage customer support individually for each of your divisions. Each department can have its agent, emails, community forums, social media channels, and more.
You can also create private departments that can be used for internal ticket management. Your customers cannot access such private departments in their Help Center. To create a private department, navigate to Setup > General > Departments > New Department, then check the Display in Help Center option.
See also: Managing Departments in Zoho Desk.
Is it possible to delete a department and restore it?
In Zoho Desk, once a department is created, it cannot be deleted or restored. Deleting a department would result in the loss of associated tickets and other data specific to that department. As a consequence, there is no option to restore a deleted department in Zoho Desk.
To disable a department, follow the steps below:
See also: Disabling departments in Zoho Desk.
The Notification Center in Zoho Desk is the tiny square in the top-right corner. Typically, it consists of activities that are related to or involve you.
To view notifications, follow the steps below:
Is it possible to control what notifications appear in the notification center?
Controlling the notifications that appear in the notification center in Zoho Desk is not currently possible. However, there are plans in progress to introduce a more detailed configuration for the notification center. Once this feature is implemented, users will be able to control and customize the notifications according to their preferences.
Feeds allow team members to speed up the customer support process. With Feeds, you can manage what your agents want to see in their feeds with respect to their tickets and tasks. It enables them to share their views, discuss important topics, and provide updates about important customers and tickets to the other members. Using Feeds, you can choose either tickets or tasks to receive updates from.
When an agent composes a reply to the ticket, the response gets auto-saved as a draft. Drafts are essentially unsent replies that are saved and waiting to be sent. When you compose a response in a ticket, Zoho Desk will automatically save your work every two minutes. This is to ensure that you do not lose any composed/half-composed and unsent responses. You can also find this in the Ticket History section.
However, if you wish to save a response as a draft manually, you can follow these steps,
Read more on how to save, send, and discard ticket drafts in our help article.
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