Regulating Ticketing Operations in the Help Center

Hello Everyone,

This week, we explore ZylkerShop's requirements for customizing tickets in the Help Center.

Frequent or accidental changes to tickets can affect the quality of support. Zoho Desk provides the following CSS codes to address these challenges.

Steps to add the CSS code

i. Navigate Setup (S) >> Channels >> Help Center >> Select the Help Center portal >> Select Customization. Click Customize on the theme you want to change.

ii. On the left panel, under Customize, click on CSS and paste the code. On the top right of the screen, click Preview to view the changes, and then click Publish to see the live changes.

Help Center Customization

I. Hide the Edit Button on Tickets

The Edit button on tickets allowed users and their team members to make changes. To ensure that tickets are managed more effectively and to prevent unintended modifications, ZylkerShop decided to hide this button from the user interface.

/*Elegant Theme*/
.ticketDetail .TicketDetailRightContainer__widgetSection span[data-id="edit_close"]{
display:none;
}
/*Materialized Theme*/
.ticketDetail .TicketDetailContainer__property button[data-id="edit_open"]{
display:none;
}
/*Flat Theme*/
.ticketDetail .TicketDetailContainer__property div[data-id="edit_open"]{
display:none;
}
/*Classic Theme*/
.ticketDetail .TicketDetailRightContainer2__property button[data-id="edit_open"]{
display:none;
}

II. Hide the Close Button on Tickets

Tickets in the Help Center featured a close button at the bottom, often leading to unintended closures or tickets being closed without resolution. While agents focused on open tickets, unresolved closed tickets were mistakenly seen as resolved. To prevent this, ZylkerShop decided to hide the close button from the user interface.

/*Elegant Theme*/
.CloseTicketPopup__closeBtn{
display: none
}
/*Materialized Theme*/
.TicketDetailContainer__closeTicket { display: none; }
/*Flat Theme*/
.TicketDetailContainer__messageRightPanelInfo + .Widget__widget{
display:none;
}
/*Classic Theme*/
.TicketClosePopup__container {
display: none
}

These codes help prevent unintentional changes to tickets in the Help Center. By implementing these customizations, you’ll enhance your ticket handling and customer support experience.

Stay tuned for next week’s update, where we’ll share another set of customization codes designed to improve user experience in the customer portal.

See you then!

Regards,

Lydia Kiruba | Zoho Desk

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