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:

• Subscriptions notification emails
• Upgrade or downgrade of a plan
• Change of credit card billing information
• Subscription cancellation

• The selected primary contact will have full access to the Desk portal and acts as a support administrator. 
• Administrators can change the primary contact when needed. 
• Only active users who have administrator privileges can be set as the primary contact.  

To change the primary contact, follow the steps below:

1. Log in to your Zoho Desk account.
2. Navigate to Setup > General > Company.
3. Click the Edit on the Company Details page. 
4. Choose your primary contact from the drop-down list.
5. Only Admin users will be listed here.
   
6. Click Save.
   
   
   

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. 

Here's Why

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.

How can I change the currency in time entries?   

In Zoho Desk, the currency shown in a time entry is due to the currency locale settings configured in your account. The system automatically associates a currency symbol with time entries to provide a context for any associated costs or billing.

 

Here's an example to illustrate its usage: Let's say you use Zoho Desk to track time spent on a customer support ticket. When logging a time entry for a specific ticket, the system may display the currency symbol alongside the logged hours to indicate the monetary value associated with that particular ticket. This could be useful for tracking costs, billing clients, or generating financial reports.

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. 

The ability to change the currency settings is typically available to support administrators.

To change the currency locale, follow the steps below:

1. Log in to your Zoho Desk account.
2. Go to Setup (  ) > General > Company.
   
3. On the Company Details page, click Edit in the upper-right area.
   
   
   
   
4. Select a locale from the Currency Locale drop-down list.
5. Click Save.
   
   

Once the currency locale is initially set and integrated with Zoho Finance in Zoho Desk, it is important to note that the currency cannot be modified later. The integration between Zoho Desk and Zoho Finance establishes a connection that ensures consistency and accuracy in financial transactions across both platforms. If there is an urgent need to change the currency after integration, it is advisable to reach out to the support teams of Zoho Desk and Zoho Finance for guidance. They may be able to provide insights or potential workarounds based on your specific circumstances, as the feasibility of changing the currency post-integration depends on various factors.

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How can I access the All Departments view?

If you are using multiple departments in Zoho Desk, it is essential that you track their progress under one holistic view. The All Department view helps you do just that. It enables you to view the entire list of tickets irrespective of the departments they are received.

To access the All Departments view, follow the steps mentioned below:

1. Select the Tickets module.
   
2. Click the Departments drop-down menu on the top bar located right next to the search icon.
   
3. From the list of departments, select All Departments.

You can view tickets only from those departments that you've access to.

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.  

Are contacts or accounts department-specific?

 

Currently, it is not possible to associate a contact or account with a specific department in Zoho Desk due to engineering and server-side limitations. As a result, contacts and accounts are not department-specific.

 

However, other modules, such as Tickets, Knowledge Base, Activities, and Products, are department-specific, and you can associate these modules with any department. 

 

To associate a ticket with a department, follow the steps below:

1. Select the desired department while adding a support ticket.
   
   
   
   
2. Move the desired ticket to the specific department in the ticket's detail view.
   
   
   
   
3. Clone the ticket and select the desired department on the edit ticket page.
   
   

 You cannot edit the department of an existing support ticket. 

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.

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How can I delete a department and restore it?  

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. 

However, you can disable the department at any time. The data would still be available even though the department is disabled. 

 

• You cannot disable the department that was initially created. It will be marked with the default sign.
  
  
• If you have created a Help Center for a department. You must delete the Help Center before you can disable that department.
• You can view the disabled departments under the inactive tab and enable the disabled department at anytime.

 

To disable a department, follow the steps below: 

1. Navigate to Setup > Organization > Departments.
2. Hover the desired department and Turn off the disable option.
3. Choose a department to move agents and transfers mail servers from the department that you want to disable and click Transfer and Disable.
4. Click Save.

 

See also: Disabling departments in Zoho Desk.

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How can I manage which notifications are displayed in the notification window?

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. 

The notification center icon glows to indicate new notifications. 

To view notifications, follow the steps below: 

1. Log in to your Zoho Desk account.
2. Click the Notifications icon (  ) in the top-right corner of the page.
   You can see the list of notifications from the notification window.
   
   
   

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

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.

You can choose to receive updates for specific events or disable feeds altogether for your portal. 

If you wish to manage the notification rules that are used to notify your customers and agents, you can refer to the help article here.