Personalizing Desk Account
Zoho Desk understands the need to provide its users with the option to customize their account in their mobile application through the Settings module.
Accessing the settings module
- Open the Zoho Desk application.
- Click the Hamburger Menu
, then select Settings
.
Personalizing the Desk account
Visual elements such as the font, language, default ticket listing, widget, ticket list view appearance, and auto-fitting of messages can be modified through settings.
Fonts
Users can set the font style to suit their readability by selecting a font type from the available list.
Default ticket listing
Ticket views refer to how support tickets are presented and organized in the module. By setting a default ticket listing, the users can view the tickets in their preferred mode every time they open the app.
The following modes are available:
- Last Selected - The user can retain the ticket view that was recently accessed from the app.
- Classic View - The tickets are displayed in a list, providing agents with a clear and organized overview of the support request.
- Table View - The Table view provides a detailed overview of the tickets in a tabular format.
- Status Mode - This mode allows users to categorize tickets based on the status as Open, On Hold, and Closed, ensuring a smooth workflow and timely resolution .
- Handshake Mode - The tickets are sorted based on different customer groups that are setup in Zoho CRM: existing Customers, Contacts/Leads, and New inquiries.
- Countdown Mode - This mode allows users to see which tickets need immediate attention, helping them prioritize. Agents can prioritize the tickets based on the time remaining for the tickets until they are due.
- Priority Mode - Tickets are categorized based on their level of urgency or importance, such as high, medium, low, or other priorities.
Language
Multilingual functionality lets the customer translate values into any of the languages supported by Zoho Desk. This will help end-users customize their app and view it in their preferred language.
The following languages are supported by Zoho Desk:
- English
- Danish
- German
- Spanish
- French
- Italian
- Dutch
- Portuguese(Brazil)
- Turkish
- Russian
- Chinese (Simplified)
- Japanese
- Vietnamese
- Korean
- Kazhak
- Icelandic
- Tamil
- Hindi
- Marathi
- Bengali
- Telugu
- Thai
Widget
Widgets are small applications or tools which provide quick access to frequently used features. Generally added to the desktop or mobile home screen, these are designed to enhance user experience.
In Zoho Desk, the user can add a widget to their mobile homescreen to view certain tickets quickly.
To add a widget
- Go to Settings
and select Widgets.
- Tap Add or touch and hold the display widget.
- Tap the drop-down icon in the top-right corner to select the department for ticket viewing.
The widget shows tickets in Open, On Hold, Overdue, and Unassigned status.
Ticket list view appearance
Ticket list view appearance allows the user to decide whether to show the agent's name along with the image in the ticket or not.
Auto-fit messages
This option enables the reply content in the ticket detail view to fit the screen for better readability. The user can either enable or disable it. 
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