Updating User Preferences
In this section, you can 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: Send or Send & Close.
- Specify your name format.
- Add and include your email signature.
- Choose the preferred language.
- Select your country locale.
- Set the preferred timezone.
- Set the preferred time format for your help desk.
- Select a date format that applies to your locale.
- Choose the preferred record age format.
To set your preferences
- Go to Setup > Personalization > Preferences.
- 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 the name format
- Go to Setup > Personalization > Preferences.
- On the Preferences page, drag and drop the First Name and Last Name to change the order.
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
- Go to Setup > Personalization > Preferences > Add Signature.
- Select the department for which you wish to add the signature.
- 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 it.
- Click Save.
Note: Apply the custom signature to all departments by selecting the drop-down arrow on the Save button. - 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.
Note: The agent's signature won't be applied if the emails are forwarded from Zoho Desk.
Set Landing Page
By default, the 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:
Modules | Pages |
Tickets | The Headquarters |
Team Feeds | |
Views | |
| List Views | |
Countdown mode | |
Handshake mode | |
Status mode | |
| Priority mode | |
Analytics | Overview |
Reports | |
Dashboards | |
My Profile | |
Activities | Activities |
| Calls | |
Tasks | |
Events | |
Knowledge Base | Dashboard |
Articles | |
Customers | Accounts |
Contacts | |
Other Tabs | Community |
Chat | |
Social |
To set the default landing page
- Go to Setup > Personalization > Preferences.
- Select a default landing page from the Landing Page drop-down menu.
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 in to Zoho Desk
Setting language preference
Zoho Desk provides support for 24 languages, enabling Admins or Agents to customize their interface language preference. The configuration of language preference is specific to each user, and the chosen language will be reflected across all portals accessible to that user.
Let's consider, Zoho Desk users who speak and prefer French can set French as their preferred language which will display all the menus, buttons, and notifications in French. This ensures a more user-friendly and accessible experience for individuals who prefer or require the interface in French.
List of languages supported in Zoho Desk
To set language preference
- Go to Setup > Personalization > Preferences.
- In the Language drop-down, select the desired language.
Time and Date format
In addition to setting the name format, you can set the time and date format as per your preference.
To set the time format
- Go to Setup > Personalization > Preferences.
- Select the 12 or 24 hour time format from the Time Format drop-down menu.
To set the date format
- Go to Setup > Personalization > Preferences.
- Select the preferred date format from the Date Format drop-down menu.
Note: You can also select your desired Delimeter from the Delimeter drop-down.
The Shorten Date/Time Info checkbox is provided to shorten the selected date/time. For instance,
Case 1: If the record has been created today, then it will show only the time info. For example, 9:45 AM.
Case 2: If the record has been created in the current year, then it will show the date, month, and time without the year. (For example, 30 Aug 9:45 AM.
Case 3: If the record has been created in the past year, then it will show the date, month, time, and year. For example, 30 Aug 2022 9:45 AM.
If the Shorten Date/Time Info checkbox is not enabled, then by default, the records will show the date, time, month, and year of creation.
Record Age Format
The time elapsed between the creation of a record (ticket, contact, an activity, etc) up to the present is called the record age. It plays a key role in analyzing the performance of your agents and business, for instance the ticket age can be used to set a due date, the contact age can tell you how long someone has been your customer.
Zoho desk lets you view the record's age in you preferred format. This format will reflect across the analytics module. Exported reports and dashboards will also retain this format.
You can choose between the following record age formats - Years, Months, Weeks, Days, Hours, Minutes, Seconds - Record age less than 24 hours is displayed in HH:MM:SS. Record age greater than 24 hours is displayed concisely using two appropriate placeholders ignoring the insignificant values. For example, 78 hours, 48 minutes, and 32 seconds is displayed as 3d:6h. The 32 seconds are considered irrelevant in this case, and are not displayed.
HH:MM:SS - Record age is displayed in the standard hours, minutes. and seconds.
For example: Ticket age is 12:04:33.
To set the Record Age Format
- Go to Setup > Personalization > Preferences.
- On the Preferences page, scroll down to Record Age Format and select the format of your choice.
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