Agent Preferences - Zoho Desk Knowledgebase

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 that future sessions will display the ticket properties instead of related articles. You could still access the article suggestions by clicking on the (  ) icon in the left pane.

The preferences allow you to:
  • Set the default landing page that appears when you log in.
  • Enable or disable the keyboard shortcuts
  • Show or hide article suggestions while replying to tickets
  • View threads and comments in tickets as a conversation or under separate tabs
  • Set the default "send" behavior for tickets, i.e., Send or Send & Close
  • Specify your name format
  • Add and include your email signature



To set your preferences:
  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, customize the settings as per your requirements.

Name Format
You can change the name format as per naming conventions used in your country. For example, in the USA the name format is generally <First Name> <Last Name> whereas in Japan the format is <Last Name> <First Name>.
To change name format:
  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, drag and drop the First Name and Last Name to change the order.
    Your settings will be saved instantaneously.

Using Signature
You can embed a signature in the body of the message while sending emails to your customers. Signatures can be customized as per your requirements.
To use the signature feature:
  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, click Add Signature.
  5. Select the department for which you wish to add the signature.
  6. Specify the signature in the HTML editor.
    If you would like to add a logo, click the Insert icon (  ) within the editor, to select an image and upload.
  7. Click Save.
    Note: Apply the custom signature to all departments by selecting the drop-up arrow on the Save button.
  8. Click Save again, to confirm your action.
You can disable the toggle corresponding to the Signature option at any time to stop using the signature in emails.

Set Landing Page
By default, ticket list view is the landing page when a user logs into Zoho Desk. However, you can customize this by selecting a landing page of your choice. You can choose from one of the following pages:

Module
Pages
Tickets
The Headquarters

Team Feeds

Views
List View
Countdown Mode
Handshake Mode
Status Mode
Priority Mode


Analytics
Overview

Dashboards

Reports

My Profile


Activities
Activities
Calls
Tasks
Events



Knowledgebase
Dashboard

Articles


Customers
Accounts

Contacts


Other Tabs
Community

Chat

Social

To set the default landing page:
  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. Select a default landing page from the Landing Page drop-down menu.
    Your settings will be saved instantaneously.
    Note: You cannot set unused modules and those you don't have permission to as your default landing page.​
Now, you will always land on the chosen page when you log into Zoho Desk.

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