Zoho Desk - Support Plan by Time Log Hours

Zoho Desk - Support Plan by Time Log Hours

Hi Desk Team,

When creating a Support Plan, it would be great to have an option under Plan Type for Time Based Plan. This would be based on the number of work logs created for a customer account.

It's very common to offer a support contract which has a limited number of hours. Over that threshold the customer does not receive more support or they are billed at a higher rate.

If this was introduced, it would be important for an agent to know how many hours are remaining on the support contract for a customer while creating and managing tickets.


Thanks for considering my feature request.

Regards,

Ashley

    • Sticky Posts

    • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

      In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

    • Using Agent Email Address as From Address

      Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

    • Edit and Delete options in Comments

      A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

    • Webinar 2: Supercharged customer support for growing business

      Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

    • Customize Colors of your Customer Self Service Portal

      You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

    • Recent Topics

    • SalesIQ Email Delivery Issues to Microsoft

      Is anyone else having delivery issues to Hotmail, Outlook, and Live inboxes when sending transcripts and replies via email from SalesIQ? We’ve detected that emails sent from SalesIQ to these accounts aren't arriving—they don’t even bounce back; they simply

    • Zoho Commerce and Third-party shipping (MachShip) API integration

      We are implementing a third-party shipping (MachShip) API integration for our Zoho Commerce store and have made significant progress. However, we need guidance on a specific technical challenge. Current Challenge: We need to get the customer input to

    • Access images from form submission in power automate

      Images from form submission show up as links in power automate. How do I access the image data?

    • Need help to evaluate if Commerce is good for me

      Hi, I just want to quickly check if Zoho Commerce can fulfill my needs. Here is what I am looking for: - Multi-vendor plateform : We will be 3-4 different farms that will offer similar products (ex. tomatoes) to few selected customers (retaurants). All

    • Can't access google from toppings menu

      So... When I click the manage button in toppings, nothing happens. it won't let me access the settings.

    • Smart Feature Compatibility Indicators for CRM Field

      Zoho CRM offers a wide range of field types and advanced customization options. However, several field types have feature-specific limitations that are currently documented only in help articles. For example, while configuring a Rich Text field, admins

    • Ask the Experts: A Live Q&A Session

      Session Closed We've locked this post as the session has ended. We'll see you again in the next session! We’re back with another exciting edition of the Ask the Experts series, this time exclusively for our Zoho Recruit users from the USA & Canada regions!

    • T&C acceptance gate before estimate Accept, with audit trail

      We had to settle a Florida small-claims case in 2025 because we couldn't prove our customer was bound to the venue clause in our Terms & Conditions. The estimate footer mentioned the T&Cs, and Zoho Books logged the customer's IP and timestamp when they

    • Insert Template not inserting

      I have been using the "Insert Template" feature for years and I use it every single working day. Yesterday it was working fine. Today, on two different browsers (Chrome and Edge), I can select "Insert Template", select the template I want to insert, but

    • Best sales insights for target accounts?

      Question for all the sales power-users out there: I would like to gain insights from Zoho CRM for a rotating list of target accounts. Each Outside Salesperson has 5 target accounts, and they can change these targets quarterly with management approval.

    • Contract to payment flow

      Hi everyone, I’m trying to set up a contract-to-payment flow and want to avoid duplicating invoices or customers in Zoho Books. The flow should be: contract generated from CRM, sent via Zoho Sign, client signs, deposit is paid, and the invoice should

    • Zoho Books | Product updates | May 2026

      Hello users, We're back with the latest updates and enhancements we've rolled out in Zoho Books. From sales tax automation to scanning receipts for free, explore the updates designed to upgrade your bookkeeping experience. Sales Tax Automation [US & Canada

    • Show backordered items on packing slip

      Is it possible to show a column on the Packing Slip that shows number of backordered items when a PO is only partially filled? I would also like to see the Backordered column appear on POs after you receive items if you didn't get ALL of the items or partial amounts of items. And lastly, it would be nice to have the option of turning on the Backordered column for invoices if you only invoice for a partial order. -Tom

    • Control Fields on Mobile App

      On the mobile app, how do we control which fields appear on the screen for records that have a related list? In the example below I want the Inspection Stage and Inspection Type fields to appear, not the record owner (Dev Admin). I changed the Inspections

    • 预期结果 实际结果 "zmverify.zoho.com" "zmverify.zoho.com."

      My domain is tenmokucup.com, I have a TXT record, but verification failed，Please help me, my TXT record is "zoho-verification=zb03390953.zmverify.zoho.com", I have added to DNS. You can confirm it. 预期结果 实际结果 "zmverify.zoho.com" "zmverify.zoho.com."

    • Adding options in the salutation drop down list (Books)

      Hello,  I am a new user still in the trial phase so I apologize if I have missed this. I did search the knowledge base and community first. I need to add a "Mr and Mrs" option in the salutation drop down options in Books. I have tried to find the edit

    • Zoho Desk - Event Calendar View

      Hi Desk team, Are there any plans to introduce a calendar or timeline view for Events in Zoho Desk? It would be very helpful if we could see Events visually in a calendar and/or timeline. This is very helpful when desk side support activities need to

    • Google Drive shared folder

      My deluge script has stopped working, no longer collecting files from Google Drive - have these connections finally been deprecated ?? They seem to be active but errors occur when updating them ?

    • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

      Availability Update: 29 September 2025: It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition exclusively for IN DC users. 2 March 2026: Available to users in all DCs except US and EU DC. 24

    • Journal Entries Do Not Show Multiple Entries to the Same Account

      Another basic accounting function that Books ... Accountants sometimes write journal entries, debiting and/or crediting the same account in the same entry. This is due to the need to record specific activity in an account when we pull reports especially

    • How to setup pricing in Zoho

      Hi everyone, I am relatively new here and have just moved from my old inventory system to the Zoho one. I am trying to get my head around how it all works. I am mostly setup connected to a shopify store, but I do manual sales also For manual invoicing,

    • Work Orders / Bundle Requests

      Zoho Inventory needs a work order / bundle request system. This record would be analogous to a purchase order in the purchasing workflow or a sales order in the sales cycle. It would be non-journaling, but it would reserve the appropriate inventory of

    • Windows agent 2026_M06 release notes

      Agent Version: 2026.03.19.0 Release date: 21 April, 2026 Major Enhancement: Connect as Individual Active users allowing you to connect to the same computer as different users in different tabs. Internal tool implementation to check for vulnerability in

    • Windows agent 2026_M05 release notes

      Agent Version: 111.0.3.335 Release date: 25 March, 2026 Major Enhancement: Quick Support feature compatibility code released. Code refactoring and removal of old code. Minor Enhancement: Updates to trackpad functionalities during remote session. Calendar

    • Windows agent 2026_M04 release notes

      Agent Version: 111.0.3.334 Release date: 10 March, 2026 Agent stickiness on multiple Windows Desktops to avoid confusion. Various other bug fixes and performance improvements.

    • Notes - Reaction Buttons

      Using the native notes option within CRM is fine, it works and the RTF features are great, however, would it be possible - if there isnt already something in place, where we can add a reactions button, similar to teams/whatsapp to show that its been read

    • Picklist values out-of-date in Campaigns

      Hi I use a CRM (Global) picklist set of values for my field "Connection Strength" (see screenshot 1). . I use Campaigns to follow-up and change the Connection Strength value depending on their stage. The picklist values that appear in the dropdown for

    • Can't add my domain to Zoho zeptomail because of error code DE_150

      Hello there, I'm trying to add my domain to ZeptoMail but it's rejected I checked the network tab and I'm getting { "error": { "code": "TM_3601", "details": [ { "code": "DE_150", "message": "Antispam validation failed for your domain in Accounts." } ],

    • Proforma Invoice

      Is there an option to create proforma and advance invoices in professional

    • Rename system-defined labels in Zoho CRM

      Renaming system-defined labels is now available across all DCs. Hello everyone, Zoho CRM includes predefined system fields across modules to support essential CRM operations. Until now, the labels of these fields were fixed and could not be edited from

    • Windows agent 2026_M03 release notes

      Agent Version: 111.0.3.333 Release date: 19 February, 2026 Event Viewer Windows agent code release. Optimised the unattended agent uninstallation process to properly cleanup residual files and registry entries to prevent registry orphans.

    • Windows agent 2026_M02 release notes

      Agent Version: 111.0.3.332 Release date: 11 February, 2026 Code refactoring and removing of old unused code to optimise performance in specific versions of Windows Operating System.

    • Windows agent 2026_M01 release notes

      Agent Version: 111.0.3.331 Release date: 09 February, 2026 Enhancements and updates for improved Video Codec performance and stabler video rendering. Refactored legacy code for optimised performance with legacy devices. Upgrades to monitoring protocols

    • how to fix this error as soon as possible?

      how to fix this error as soon as possible? i have purchased it for monthly at 59₹ paid for an annum please let me know how to fix this issue as this one is urgent Server error: Message failed: 550 5.4.6 Unusual sending activity detected. Please try after

    • Transaction Rule Matching

      Q1. Is there a method to have the Transaction Rules applied across multiple Bank Accounts? Q2. To match "contains" text in Transaction Rules, is a wildcard or regular expression required? Is it case sensitive? Would searching for "issue" in the following

    • Native QuickBooks integration for Zoho CRM: Connecting sales and finance

      Greetings, I hope all of you are doing well. We're excited to announce Zoho CRM's integration with QuickBooks Web, which is designed to synchronize your CRM data with your QuickBooks accounting records and bridge the gap between sales and finance. This

    • Edit a previous reconciliation

      I realized that during my March bank reconciliation, I chose the wrong check to reconcile (they were for the same amount on the same date, I just chose the wrong check to reconcile). So now, the incorrect check is showing as un-reconciled. Is there any way I can edit a previous reconciliation (this is 7 months ago) so I can adjust the check that was reconciled? The amounts are exactly the same and it won't change my ending balance.

    • BUG: Related List Buttons with Client Script action now erroring

      There appears to have been a bug introduced over the last few days with Related List buttons that invoke a Client Script action. Button configuration: Configured Client Script: Results: The default loader is presented at the top of the page, and an error

    • Zoho Writer extension is now available in Zoho Books!

      The Zoho Writer extension is now available in Zoho Books. With this, you can design documents your way. Create custom templates with Zoho Writer in Zoho Books. Instantly generate multiple templates for invoices, estimates, and purchase orders. Easily

    • Paste Options don't work

      I've always wondered about this, as I've experienced this issue for quite some time now. Why don't the right-click Paste options work properly in Zoho Writer? I can use Ctrl + V without any issue, but if I right-click and use one of the Paste menu options,

    • Next Page