- Ticket Status
- Email Templates
- Ticket Templates
- Help Center
Define custom ticket statuses that are unique to your business. For example, if your company handles logistics, you might have a status called 'Shipment Delivered' to indicate that the team has delivered the consignment.
A Layout lets you determine how the fields in each module have to be arranged. For each module, such as Tickets, Contacts, and Time Entry, you can design a layout that works for each department in your company. You also have Custom Fields that let you add fields in your layout. For example, for an e-commerce business you might want to add a single line field called Order ID in the Tickets module.
These are templates that you can use for emailing your customers and sending out automated notifications to agents, contacts, and teams. You can choose from an exhaustive list of built-in templates or you can create your own.
A Ticket Template lets you automatically populate values in the ticket creation interface for the fields that you specify. Ticket templates are specific to a department. Agents can apply ticket templates to cut down on the time they spend creating tickets. For example, an ecommerce business can have a template called "Returns" that populates the assignee field to the individual or team responsible for product returns and refunds.
Help Center (HTML and CSS)
The Help Center is a customer self-service portal where your customers can go to find answers to their questions. Zoho Desk lets you customize the look and feel of your portal and the widgets that appear in it. You can tweak the HTML and CSS to customize your portal completely.
Zoho Desk lets you rebrand different elements of your Help Center to suit your business. For example, you can add your company's logo and favicon in the web portal, map your portal to your own domain (so your Help Center's URL can be https://yourcompany.com/portal/portalname), set up multiple Help Centers for all your brands, etc.
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