Accounts and Contacts not customisable
In Setup -> Customization, you can edit/add/change fields and layouts for all the main objects such as Accounts, Products, Tasks, etc... In my case, that works well for Product or Requests objects but doesn't work at all for Accounts and Contacts. All my customisation attempts are saved but are not applied. Please fix this!
Home page dashboard "Pending Requests"
I don't understand exactly what the Home page dashboard "Pending Requests" and "Pending Requests for you" are. Many times they show a number (e.g. 10), yet I click on it and the result page says "No Requests found"
Create a report in Support for Requests by Date
I'm trying to create a simple report that will display Requests created by date. It tries to group them by TIME, but I want to group them by date. A day by day list of how many requests are being created. Any help would be appreciated. Regards, Hunter
Windows 2008R2 - PostgreSQL cannot be found
Hi, Just downloaded and installed ManageEngine_DesktopCentralMSP. Installed this as Administrator in Workgroup - no AD. The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer, the display information had to be saved with the event. The following information was
Getting recurring Email and SMS notifications
Customer opened SR #201 at 16:08 CST and we have been getting recurring Email and SMS notifications every minute from that time to the current time: We have done the following: (1) Shut off SMS service; (2) Removed support notifications; (3) Changed auto-assignment based on creation of an SR The following is the text from the e-mails that we are receiving: This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its
Question about "Email Address for request tracking" in Plan Comparison
Hi, In the Plan Comparison for Zoho support there is a feature named "Email Address for request tracking". What does it exactly cover? Is it the number of different email adress you can add in Zoho to direct requests to Zoho? Thanks, Max
Cannot activate Zoho Support, ZSC key "unable to process request"
We purchased Support as an add on for our CRM and we are unable to activate it. I can go in and generate a key, but when I enter the correct email address, key, and click next I receive an error that says "Unable to Process Your Request". I have tried regenerating the key, tried using a different admin to try, and even waited an hour and tried again but we still didn't have any luck. What do we need to do to get this add on to activate? Thank you,
Using Skype in Zoho Support?
Hi: I understand the Skype link/button and integration in Zoho CRM and it works very well. Trying to understand if there is anything similar in Zoho Support but cannot find it in the Trial/Free version (new to this app). Thanks for your help.
Mobile device
In Support that is integrated with CRM, what if any, information is available to service staff on a mobile device (iphone/android) ? Raymond
Assigning a user from customer portal as admin
1. I accidently added one of my colleagues as contact instead of adding as a Support Rep. But now when i'm trying to add her as Support Rep, it shows the following error "Zoho Support ID already exists. Please use a different Zoho Support ID." How to rectify this problem? 2. How to delete a user from the customer portal completely?
Support Solution Published
Hello my solutions are not being published in Zoho Support by digitalmed portal. Have you modified the status however they are not going. Can you help me? Paulo Pontes
Can't signup for free plan for Support
I have an Zoho account - created when I signed up for Zoho CRM. If I'm logged in and goto https://support.zoho.com/ then I'm redirected to a page to "Sign Up for Enterprise Plan". I don't want Enterprise plan, I want Free plan. If I log out and then go to above url, I'm redirected to https://www.zoho.com/support/ . In the top menu, I click Pricing & Signup. I click SIGN UP NOW button under the FREE plan section. When I enter my info, it complains that "This User Name is not available" How
Signup for Zoho Support Free plan
I have a Zoho account (user name) created when I signed up for CRM. I want to use Support Free Plan If I'm logged in, and I go to https://support.zoho.com/, I'm directed to a page to "Sign Up for Enterprise Plan". If I'm not logged in and go to above url, and then go to Pricing and Signup page, and click SIGN UP NOW under free plan, I'm directed to Sign Up for Free Plan page, but if I enter my user name, it complains This User Name is not available . How can I get Zoho Support Free plan with my
Support Rep Cost Per Hour
Is it possible not to fill this fields manually, for each request? Or better, Is there any way of do it using a price list, for example? So, if we choose some type of request, product, etc, we´re able to have this field filled automatically?
Zoho Support Billing
Considering that Zoho Support and Books are not integrated, I would like to know which is the best way to do billing.
Multible Request owner with the same name
Our Zoho support now have 3 Request owner with the same name. There used to be no problem, but on 18 Feb. 2013 the Request owner list have 2 extra name. There have not been created any extra users. The uses have gain admin privileged, but that is the only thing. These a separated uses (with the same name), when a request get assigned to one of the uses wiht the same name it dos't show up on the other supports (with the same name) request liste. also some time a comment is posted on a support request,
Account Comments
Anyone know how to delete comments from an account?
Can't submit a request at the portal
Dear ZOHO Support Team, I have created 2 fields for Request Module and set them as mandatory. After that my client cannot submit a request through the portal, when click save at Submit a Request page, it stays in the page and don’t create a new request. Could you help me? Did I set something wrong? Thanks,
Time Entry in Customer Portal
Hi Zoho, Is it possible to show the "Time Entry" fields in the Customer Portal, under "My Requests"? Our customers have said that it's great to be able to see the Current Status, Resolution and Comments; but what they'd really like to be able to see is the Time Entries that we've added on the ticket. Kind regards Nick Kelly IT Planning
New in Zoho Support: Generate Cross-Department Reports
We are happy to let you know that from now on you can generate cross-department reports in Zoho Support. Global reports give you a holistic view of support statistics across all the departments in your organization. Cross-department report is exclusive for Enterprise edition users of Zoho Support. To create a global report, follow the steps given below: 1. Click the Reports tab Figure 1: Creating global reports 2. In the Create Report section, the module for which the report is created would
Duplicating a dropdown
Is there a way to duplicate a dropdown without having to retype everything in it?
Multiple requestors to a support ticket
Is it possible to assign multiple requestors to the same support ticket? Sometimes we have a problem that affects multiple users and I would like them to be instantly notified when I update their ticket.
Supporting multiple customers
My company supports many customers, who has different products. So, I was wondering if Zoho support can provide segregation between different customers in a way no customer can see the other customers and see the posts of other customers.
Can't add portal user!
When I try to add a portal user, and after I fill the "Customer Name" field and move to "Email" field, the custoemr name get cleared, and I can't create the portal user! I tried this on IE and Chrome.
Initiate an email conversation within Zoho Support
Hi I want to start a conversation with a client in Zoho Support. MY email should create a ticket number. I want Zoho Support to track the elapsed time between my email and the client's response in terms of our SLA rules. How do I do this? I don't want the client to get a notification of a new ticket unless the body of my email can be inserted in it. thanks Brendon
login to zoho from my website
Hi all I want our customers access to Zoho by login from my website. How i can do it ? I had an account of Zoho support. Thanks your help
Mail server settings using google
We have a custom email using google. I Have set up a support@companyname.co.uk email address so when customers email this address it goes in as a request. However after setting this up and testing this up - nothing is received in the request . Double checked all settings and configuration seems correct. Can you help?
portal not working
so i set up support domain and when i got to my site support.q8dewan.com it loads but when i try to login in as a support it shows a error message in the red box what do i do please help as this is urgent and my start up will start soon!!
Can I get my planner data back?
I've been using planner very well for a couple of months, I did not know that it's going to be closed. recently I found out that it's all gone. Can I get my data back now?
Zoho Planner
I have been using the the Planner for the past month. I last entered data on 1/25/13. Today when I tried to log on, it says it is now RIP. A message came up from 7/6/12 instructing customers: Customers are, as always, our #1 priority. So you have plenty of time to get your data out we will continue to allow access to these products (in read-only mode) until December 31st, 2012. On January 1st, 2013 data for all these products will be permanently deleted. Please advise me as to how to get my data.
Chatfunction in Zoho support app
Is there a chatfunction in the customer support service?
Where is the Verify button?
Hi, I've been trying to verify my domain: perrylea.com all night. I set up the CNAME record. I verified the CNAME is working correctly using an online tool. The instructions say come back in 2 hours, login to the control panel and click the verify button. I can't find any button labelled verify. I see one called "validate" but that takes me back to the CNAM validation instructions. Please help.
Support Rep Home Page
Is there any way to make the dashboards page a support rep's home page? Or change/add the report displayed on the home page? the average time to close is not very useful since it doesn't obey business hours. thanks, Kim
Parts used
I think it would be good idea to have another tab in a request, where we could enter any parts (and/or software/services) that were used to complete the request. The tab should also have the option to enter the cost of these parts. Then when the appropriate report is run, not only can we see how much time was spent on the request, but also the list and cost of all parts used. This would make billing for the accounts team easier.
Beginner's Guide or Tutorial for Zoho Support?
Is there any sort of Beginner's Guide or Tutorial for setting up, using and managing Zoho Support? The online User's Guide at http://www.zoho.com/support/help/overview.html seems to assume a lot of knowledge which I do not yet have. At the very least, a few EXAMPLES would be helpful. Thank you.
Contacts and Accounts sync problems
Hi, I have follow with many interest the CRM to Support synchronisation topics and try to test them. I have follow the tutorial found in : http://www.zoho.com/support/help/zohocrm-integration.html I have try this 3 times but nothing appears on my Support contacts. The import still staying "In progress" on the Zoho CRM import configuration. I have try to change the sync method with Manual ou hourly but the end is the same. We use CRM, Project and Invoice modules and Support will be very usefull for
Customfields per department
Dear Zoho Support Team, As you might remember, i asked you about "customfield per department" feature about a year ago. As far as i can see, nothing has been changed. Let me explain again: we have different departments with completely different purposes, so customfields for one department are not suitable for another and just confuse users. All we want is an ability to define customfield per department (or Queue, as it's named in other request trackers). For example, one department needs a filed
How to increment the html attribute class
How to increment the html attribute class using jquery. i am actually working on a php/ajax data grid. it works on tables and dynamically i am loading rows result from the database. After the user has added rows with results in one table, the user can add new heading and add new rows in new tables. I am using the following code to do this var v = jQuery("#frmSovMca").validate({ errorLabelContainer: $("div.msg-error2"), submitHandler: function(form) {
Change Template for "Comments added" email
Is there a way to change the template for the email that is sent when a comment is added to a request? Specifically, we need to remove the "Commented by: Robert Jones ( RJones@MyPersonalEmail.com )" We can not have the agent's direct email showing to the customers. They will end up emailing an agent directly, killing the support work flow.
Portal Access
Any progress with being able to allow external users (i.e. Customers) to access the portal for support without having to create a Zoho ID?
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