Before getting into the troubleshooting itself, it helps to have a quick overview of what rebranding involves in Zoho Desk.

Rebranding in Zoho Desk

Zoho Desk includes a Rebranding option under General Settings, giving administrators the ability to shape the Help Desk to their own identity. This covers a few distinct activities:

• Company logo. Replace the Zoho Desk logo with your own, shown to agents in the support portal and to customers in the Help Centre.
• Favicon and link-back URL. Set a link-back URL so clicking your logo takes customers to a chosen page, and a favicon so your icon shows in the browser address bar.
• Domain mapping. Run customer support from your own domain within Zoho Desk.
• Portal name. Customise the address of your Help Desk account to suit your preference.
• Multi-branding. Give each brand its own distinct Help Centre if you support more than one.

Common issues on a rebranded portal

These issues tend to affect rebranded domains where third-party cookies are disabled in the browser:

• User presence and notifications. Auto-assigning tickets, reporting on agent availability and idle time, real-time updates, agent collision detection, and feeds and notifications may all stop working.
• Live chat. The chat widget can break while loading under the Chat tab.
• Attachments. Attachments may fail to view, download or preview, and agent profile pictures may not render.
• End users. Customers may be unable to confirm their initial password or reset one.
• Knowledge base. Attachments from the KBase Gallery may fail to render, article uploads via Cloud Picker may fail, and Google Analytics or PageSense data may not load.
• Integrations. Zoho Assist and Microsoft Teams may fail to load, along with the Zoho Survey and Zoho Calendar extensions in the top band placeholder.

Across all of these, the fix is the same: enable third-party cookies in your browser. Note that Safari disables third-party cookies by default.

Enabling third-party cookies by browser

Google Chrome

1. Open Chrome, click the More icon, then Settings.
2. Under Privacy and security, click Cookies and other site data.
3. Select Allow all cookies.

Mozilla Firefox

1. Open Firefox, click the menu icon, then Settings.
2. Select Privacy & Security from the left panel to view Enhanced Tracking Protection.
3. If Strict is selected, switch to Standard. If Custom is selected, uncheck Cookies.

Microsoft Edge

1. Open Edge, click the More icon at the top right.
2. Go to Settings, then Site permissions, then Cookies and site data.
3. Uncheck Block third-party cookies.

Safari

1. Open Safari, choose Preferences from the Safari menu.
2. Click Privacy.
3. Uncheck Prevent cross-site tracking and Block all cookies.

Opera

1. Open Opera, click the Opera menu icon, then Settings.
2. Click Advanced in the left sidebar, then Privacy & security, then Site settings, then Cookies and site data.
3. Enable Allow sites to save and read cookie data, and uncheck Block third-party cookies.