Recent Changes in Our UI
Over the last few weeks, we've been trying to simplify Zoho Support's UI wherever possible. As a result of that direction, we made the first few changes to the UI yesterday, by rearranging a few elements on the UI. Combined View for Reports & Dashboards Henceforth, Reports and Dashboards shall be available in a single module. The Dashboards module has moved to its new home under the Reports tab, at the top of the UI. Products tab Similarly, the Products tab has moved to its new home within the 'Organization'
Creating requests adds new products
When we add requests if we enter the same product name in the product text box it keeps creating additional products with exactly the same name. Is there a workaround for this? We have loads of products all with exactly the same name Thanks in advance
Request Views
Hi, I'm wondering if you can change the main view for requests? I would like to be able to see the bug information in the main view as well, is this possible? Thanks, Darren
Need to share detailed request information
Note that I am currently subscribing to Zoho Support Professional. I'm trying to determine the best and most efficient way to share detailed request/case information to the various account managers in our organization. Ideally I would like to be able to generate a daily/weekly report for which includes the detailed information, including all email transactions and comments. However I'm finding that this data is seemingly not reportable. I've also considered providing each acct manager with a
OpManager / File Monitor / Regular Expression excluding string
Hello, we're monitoring our Oracle alert logs with OpManager (Built 10100) using the file monitor and log file agent. Now we'd like to monitor all ORA-xxx errors but exclude ORA-609. Therefore we tried the following search strings with regular expressions: (\W|^)(?!ORA-609 )ORA-\d{1,6}(\W|$) Unfortunately the regular expression above does not work. (?!ORA-609 )ORA- Even this simplified regex does not work. Does the regular expression feature of OpManager File Monitor have any restrictions?
Insufficient Privileges to perform this operation when clicking Copy URL in Solutions
We have been importing a lot of information to create our Knowledge base. I have also been adding new solutions directly from Zoho support. When I click on the Copy URL link for any imported articles I get the following: Insufficient Privileges to perform this operation. Contact your Administrator. When I click Copy URL here link for any I created in Zoho support it works fine. The work is all being done under a single login right now so how can there be insufficient priviledges? How are QuickCheck
Time duration for Time based action limited to 1 hour..
Hi ZOHO team, I would like to set up time based action for client response like the scenario is 1. If the client not responded within 1 hour the status should not change. 2. If the client responded within 1 hour status should change. And I need this changes to take effect as soon as any reply from client but with 1 hour limit in time based action.I am getting all the changes after 1 hour, so i need
Zoho CRM Support vs Zoho Support
Zoho CRM has a support function called Cases. Do I need Zoho Support? Is Zoho Support only for those that do not have CRM? Which one should I use if I already have ZCRM?
Engineering Roadmap
Specific to Zoho Support... In reading through the forums I've seen multiple x multiple references to the effect of "It is not supported today, but we'll try to get it into our engineering roadmap" or "but we'll try to get it into our next major release", or etc... My questions are... Can/will you share your roadmap with us? What are the engineering developments that are currently in the works? When we can expect to see them? Etc... I, and WE look forward to your feedback.
Automation eMails
I can't seem to find out how to send out emails when you choose a selection in a custom field. For each selection there is a different email that needs to go out to the customer and it is mandatory for an agent to pick one of the classification fields. Is this possible? If you look at the picture attached and the custom field that i created then you will have a good idea of what i would like to do. When the request is saved it sends out the email.
Gmail Account not working in POP
I am on a trial and for two days i have tried to get the ZOHO system to pull in a company GMail account emails. I have had no success. What is going on with this?
Reporting on requests per month - filtered by channel
Ok, so i thought this would be a given: A report that shows number of requests received by month per channel. Tried everything but can't get the "Request Created Time" to aggregate into months. I found a work around (I thought): generate a report per month and then use the totaled columns on the Matrix Report to give me the month totals for each channel (Web, Email, Phone etc.). I spent a good 45 minutes running reports and transferring data to excel before i realized the totals don't reflect the
Font for secondary links in solutions does not save correctly.
When I create a solution and embed a link to another knowledge base article or external site the editor shows blue font that is underlined. In my customer portal the same text displays as grey with no underlining. This makes it difficult to know that links exist in the body of my solution. The attached image shows the difference. Are my selections in the Themes tab of customization influencing what saves and displays in the customer portal?
Change Date and Time when Closing Request
Hi need the ability to change the date and time a request is closed. Scenario Tech resolve call 4:55 PM Friday Afternoon Admin Close call Monday 8:01 AM Request now out of SLA
Retaining link properties in a published solution
When I create a solution in the editor it shows the secondary links I create as blue and underlined. When I publish the solution the links seem to be the same color as the text surrounding them and are not underline so there is not way for someone to notice the links unless they mouse-over them by chance. How can I get my secondary hyperlinks to be in a unique color and underline once published? The attachment shows how, while editing the solution the link appears as blue with an underline. The
Some issues with zoho portal
Hi, I have found some issues while using the portal for our ticketing purpose and they are as follows : Major drawbacks using zoho support : 1. Auto-response : When a ticket is created through email the auto-response which includes the ticket number in the subject is sent only to the person who sends the email and not everyone in the loop (CC). 2. Notification Alerts (Time based) : Time based action triggers a notification alert message every time (specified) in a repeating cycle.There
Can't restore items from recycle bin
I am unable to restore items from recycle bin whether I have one or multiple items selected. There is not button or option to restore, at least not one that I can find. BTW, deleting a contact and subsequently deleting any requests is a bad bad bad DB model.
forum
forum
Can't send/receive mail
In the free edition isn't enable send reply or received ticket by email?
Assign request to email in "To" field
Good day I still receive support mails to my personal address and I'd like to reply to the person and cc my support address. However when doing this, the request is linked to me, not the person I'm responding to. Basically, I want to build a workflow as follows: Mail received from person@example.com in Outlook. I reply from me@mycompany.com and cc support@mycompany.com Support picks up the mail but assigns the request to the person I reply to (person@company.com) and not to me (me@mycompany.com)
Self Service Portal
I have disabled "Solutions" for my customer self service portal yet the Solution tab still appears in the portal AND customers can select it. Please advise on how to hide the tab. This is very important as we have our solutions hosted elsewhere and this tab will only lead to confusion. Disabled:
Advanced Search for Requests - Description field not working
Trying to use 'contains' operator; no results ever come back. Additionally the operator dropdown includes "is open" and "is closed" which are status related, not description related (and an alert pops up if you select them, but they should not even be there) Finally, it's annoying that the search criteria does not persist if you drill into a specific result, and then click the Left Arrow button ("Go Back") next to the Edit button. (I now just use browser's right click the item, and "open link in
Change ownership of support requests
Hello, If you have support requests that came through from one user and they are no longer in the role, can you transition those requests to a new user? So anything items that are open already, can you change the owner to the new person? Thanks, Darren
Content Not Available Issue : Agent cannot see email request contents.
Hi, I have subscribed for Zoho Support Premium for 16 users. All my users can see and operate email requests, but one of them cannot see any email content. He can see all email headings but when he clicks on that to open, a message saying "content not available" appears. He is in the same profile and role of other agents. I tried by disabling his id and creating a new one, the problem is persistant. Please suggest help ASAP. I am stuck!! Regards. Swapan
request subject not tied to email subject
The "name" of the request should not be the tied to the email subject. It should be only for internal use. Each email could have its own subject (that the agent is able to edit it when composing a reply), but the subject field of the request should not be changed.
subject inline editing
Hi, I'd like to propose an idea: The subject that users choose is not always much inteligible or specific enough to diferentiate from other request. So we have to change it quite often, and it's a few clicks more... I think it should be faster if we could just click it and rewrite it (inline editing).
Sort by customer
Perhaps I'm missing something simple ... Is there a way to sort or filter tickets based on Customer? I'd like to sort or filter so all the tickets for "Acme Corp" can be seen at once. - Rob
Spell Check
Why does the spell check hang once you click on it. I have tried different browsers, but still it does not work.
Which are the fields of products for an import from .xls or .csv?
I want to import to Zoho my product list, and i would like to know which fields should i put on the file, the order and the name of the header row fields. Thanks, Federico
404 - Not Found and SSL Certificate Errors After Custom URL
We are ZOHO Support users, and just setup a custom domain URL. Now anytime we try to access Support (our employees and admins logging in) we are faced with 404 - Not Found error messages. For example, when typing support.zoho.com and logged into our account, it will automatically forward to: https://support.ourdomainame.com/support/ourusername/ShowHomePage.do and display: 404 - Not Found Further, because it is forwarding to zoho.com, we get a support.zoho.com ssl_error_bad_cert_domain error in browsers
Solutions not saving
I am having problems saving solutions. I have created a new solution which has text and slides copied from a Word document, which I have removed all formatting from. I click the save button but when I go back into the solution only the first few paragraphs and first couple of slides are saved. I have tried editing the text and the changes are also not saving.
Facebook Requests
Can you let me know when you will update the Facebook integration for Facebook's new-ish API? Facebook now handle inline commenting/replies under notes, pictures and statuses. Without this in Zoho we are unable to provide support to our Facebook users. I am evaluating Zoho Support now but the current Facebook implementation is not useable.
Junk Mail
E-mail going to Junk Mail...Help?
Using draft email threads within a Support Request
Draft Threads...I'm often distracted from being able to complete and send an email thread (telephone calls, unscheduled meetings, etc.), so I save it as draft in order to come back and complete it another time, but... How do you delete a draft email thread from the Support Request if you no longer wish to send it? How can you quickly search and find "draft" email threads (i.e. so that I can see which draft threads I have unfinished and perhaps forgotten about)?
Events - Resolution & Comments cannot be translated
Two of the most of importants events are not available to interact with customers in my own way. ( and language ). Considering that we can customize the email to interact in this events: Is there any reason for Resolution and Comments are not available to be configured in the same way? Should have two more lines on the first block to assign the model/form/email to be used on this new trigger. It sounds as not so much effort to correct, but my customers are receveing (and complaining) english messages
Export all data from Zoho Support
Is there any way to export all data from Zoho Support? I am only able to download 2000 requests at once. Kunal
translated into Russian forum
Is it possible to add a forum to the support, translated into Russian
where should i login for info & support emails
hello i'm not having link to login page like info@9xwebsolutions.com , support@9xwebsolutions , etc mails. pls can you provide a link for that. email : sudharshanreddy9x@gmail.com
Count the number of times a solution has been viewed
Dear All, I'd like to know if there is a way to count how many time a particular solution has been accessed. This would allow us to see which topics are the most important ones. Also, or alternatively, is it possible for a customer to flag a solution as "helpful" or not, like on google? That would help us to redesign the articles to increase requests deflection. thanks in advance, best regards, Geraud
Zoho support - Change 'user'/'support rep' email address
We have one user/support rep and I need to change the email address, how is this done? (At the moment I've changed the email address in the 'My Account' section but when I view it in the Setup > Users and Permissions > User list it shows as the old email address but when you click through to edit it shows the new email address but notifications go to the old email address)
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