Admin Control Over Agent Preferences in Zoho Desk

Hi Zoho Team,

I’d like to request a feature that provides administrators with control over agent preferences in Zoho Desk.

As it stands, agents can freely adjust settings under Settings -> Personalization -> Preferences (such as Auto Suggestions, Time Format, Signature, Landing Page etc.). However, there are scenarios where we, as admins, need more control over these settings to ensure consistency across the organization.

Feature Request - Admin-Controlled Preferences:

Enable admins to set default preferences (e.g., Auto Suggestions, Time Format, default Signatures etc.) for all agents.

These settings would be applied centrally by the admin across all agent profiles.

Enforce Settings:

Provide the option for admins to restrict agents from modifying specific preferences (e.g., disable agent control for Signature or Time Format).

Use Case:

Ensuring consistency: In many organizations, consistency in email signatures, time formats, or auto-suggestion settings is critical for maintaining brand identity and improving customer service.

Reducing human error: By limiting what agents can modify, we reduce the chances of incorrect configurations that could affect performance or service delivery.

Admin efficiency: Setting preferences manually for each agent or relying on them to adjust settings correctly can be time-consuming. Having centralized control will streamline operations.

Thank you for considering this request. We believe it will greatly improve our ability to manage agent behavior and maintain service consistency.

Best regards,

Ram

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Topic Participants
Ram Freedman
Shivani | Zoho Desk

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