Agent Profile - Zoho Desk Knowledgebase

Updating your User Profile

Each agent in Zoho Desk will have a profile with some basic information about them. You can enter information like the name, contact email, picture, bio, and the like. The individual agents or the administrator can set these up in your helpdesk.

Here is the profile information that can be set up by agents:
  1. Name: Enter your First Name and the Last Name. Your last name will be used in all of your communication with your customers and across the helpdesk.
  2. Photo: Upload your picture to be displayed on your tickets, chat interface, forums and other customer touch points.
  3. Email: This is the primary email address of your account. It is pre-filled with that of your Zoho account. Also, it is to this email address that you will receive all of your notifications from Zoho Desk.
  4. Roles & Permissions: This defines your function and the related permissions that are set by your administrator.
  5. Department: This is the unit to which you belong to in your organization. You will be associated with at least one department to answer support tickets.
  6. Channel Expert: If you have expertise in one or more of the channels, specify the same. You can choose from: Email, Facebook, Forums, Phone, Web, Chat, Feedback Widget and Twitter. Choosing your expertise will help your administrators to assign relevant tickets. Also, customers can approach you when they seek help.
  7. Bio: Enter a short biography of your experience, expertise, or anything that you think is worth sharing with your customers. Your bio will be visible in channels like Chat, Community Forums, etc.
  8. Phone & Mobile: Specify your contact number. You can add both your desk phone and cell phone. Also, leave your extension if you have one.
  9. Language: Select the language that your would like to view your help desk. The language you choose is specific to your account.
  10. Country: Specify the country you work in. Based on the country locale, you can mention the language for your account.
  11. Time Zone: Specify your local time zone. The specified time zone will be used to time stamp the tickets in Zoho Desk. This time zone is specific to your account.

Updating Profile Information
You can update your Profile Information under Setup, in Zoho Desk. 
To set your profile:
  1. Click the Setup icon  ) in the top menu.
  2. Click Personal Settings under the Customization menu.
  3. Update your Profile on the My Information page.
  4. Click Save

Uploading Picture
You can upload your picture on the profile information page.
To upload your picture: 
  1. Click the Upload icon (  ) on the My Information page.
  2. Select an image to be uploaded.
  3. Click Save.
Please keep in mind that your picture must not exceed 500 KB and should be in one of the following formats: JPG, PNG, GIF or JPEG

You can click Delete if you would like to remove your profile picture.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide

                      Still can't find what you're looking for?

                      Write to us:



                        Zoho Marketing Automation

                          Zoho Sheet Reources


                              Zoho Forms Resources

                                Secure your business
                                communication with Zoho Mail

                                Mail on the move with
                                Zoho Mail mobile application

                                  Stay on top of your schedule
                                  at all times

                                  Carry your calendar with you
                                  Anytime, anywhere

                                        Zoho Sign Resources

                                          Sign, Paperless!

                                          Sign and send business documents on the go!

                                          Get Started Now

                                              Zoho SalesIQ Resources

                                                  Zoho TeamInbox Resources

                                                          Zoho DataPrep Resources

                                                            Zoho DataPrep Demo

                                                            Get a personalized demo or POC

                                                            REGISTER NOW

                                                              Design. Discuss. Deliver.

                                                              Create visually engaging stories with Zoho Show.

                                                              Get Started Now

                                                                                    • Related Articles

                                                                                    • Managing User Profiles

                                                                                      In Zoho Desk, the profile function controls the permission to help desk modules, records, fields in a record, and various utilities, such as import, export, send email, etc. Agents associated with the profile can access the functions that are ...
                                                                                    • How to change the agent's email address?

                                                                                      Agents can themselves change the email address of their account in Zoho Desk. All they need to do is replace the existing email address with the new one from the Zoho Accounts page. To change the email address, follow the steps mentioned below: Log ...
                                                                                    • 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 ...
                                                                                    • Updating your User Preferences

                                                                                      The preferences are settings and options you may select to tailor the help desk according to your needs. For example, by default article suggestions will appear when you click Reply inside a ticket. You can disable this feature under preferences so ...
                                                                                    • Avoiding Agent Collision Over Tickets

                                                                                      It is quite common for an agent to start replying to a ticket without knowing that another agent is already working on it. It eventually ends up with customers receiving more than one response to their support ticket. This sort of chaos can occur not ...
                                                                                    Wherever you are is as good as
                                                                                    your workplace



                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                      CRM Tips

                                                                                      Make the most of Zoho CRM with these useful tips.

                                                                                        Zoho Show Resources