Merging Related Records
Did you know that you can now merge related records using Zoho Support? For example, assume that a customer has sent you requests using two different e-mail IDs. You can merge both these contacts into a single contact. This feature can be used to merge related accounts too. The maximum number of contacts or accounts you can merge is three. You can do this from the list view of the Contacts or Accounts modules. You can also do this by using the Advanced Search option. The Merge option will be visible
Is the sidebar in the new UI editable?
When clicking on a request, in the right of the screen a sidebar appears with editable fields. The order of these fields seems to be based on the order in the 'edit' screen, but changing the edit screen layout doesn't have any effect on the sidebar. Is it possible to customize the order of fields displayed in the sidebar of the request details?
Difference between Macros and Workflow?
You've recently added a new change in the automation process Macros are what used to be called Workflow rules, as far as I can tell. From what I can discern Macros are basically workflow rules that must be invoked manually by the user with a button press and Workflows are automated processes that invoke when certain rules or criteria are met? What are the limitations that we now have with Macros? What about Workflows? Are these now combined where I only get 5 combined macros and workflows? Or
Tracking Time spent on Support calls
Here is the problem I'm trying to solve, hoping you guys can help. Currently we are offering Packaged or Bundled support where a customer prepays 8 hours of support. Now what I want is for my techs to track the time spent on calls using the time tracking tab. My question is if they're using the time tracking tab how can I run a report to show the hours spent or where can I pull up a report showing me time spent on calls per tech? Or is there a possibly another way to handle this? Thanks in Advance
Workflows and Tasks
How can I create a workflow that will create 3 tasks and assign them to the request owner? I can't create the task without assigning it to a specific person! Am I supposed to create a individual workflow rule for all of my agents?
Major Problems
Any updates on any of our outstanding issues? There are SEVERAL. Any updates on this? This service is currently not an option for us because we are not able to enter in credit card details ourselves, then run the payments through Authorize.net within Invoice, CRM, Books. Our salespeople collect the payment information over the phone, so in order for this to work for us, we would need to be able to run payments from within Zoho Invoice/Books or Zoho CRM, and automatically run recurring monthly payments.
DNS Forwarding for Domain name
i would like to know whether i can use this DNS Forwarding method to link the heldesk in zoho. for example, i use my domain to link to hepdesk which was created using zoho support? when the end user type in my domain name it link straight to this zoho support heldesk? Thank you
Help with a schedule script
I need my custom schedule to wipe all records. I am using zoho to act as data entry frontend for an old database. I've figured out how to get it to send a CVS file on a schedule but now I'm confused as to how to get it to wipe all records. It's important that the system wipe records after it sends the email.
How do I roll back an import of requests?
Urgent, the import did not happen as expected. How do I roll back the import?
Is there a way to delete all "requests" and restart the numbering?
So as to start fresh starting with Request # 100?
Unable to get Support to respond - requesting current customer feedback
I requested a meeting with Support/Pre-Sales to discuss potential software issues with them. Zoho agreed to the second meeting but then nobody for Zoho showed. I have contacted them 4 times since then with no response. I am still in the evalation phase of Zoho and am concerned this lack of response is a preview of their customer support. Current customers - please provide feedback on Zoho's support. Thanks, Brent Thomas Zoho, I have not received a response to my follow-ups on the meeting
How do i get dropdown selection to add up in formula field?
When selecting options from both dropdowns Dropbox1 Option1=115.00 Option2= 89.00 Option3= 74.00 Dropbox2 Option1= 130.00 Option2= 74.00 Option3= 12.50 how do I added up and displayed in the formula field? Thank you
Request Screen Changes
I am trying to modify the Request Screen fields that are displayed. I want to add fields from my Products. Can I do this, if so how?
De-duplicate feature
It would great if there was a feature like de-duplicate (contacts, accounts) This would make it handy to clear up records easily just like in CRM.
Web-to-Request Form CAPTCHA
Hello- Does the Web-to-Request form functionality on Zoho Support have any built in CAPTCHA functionality? We also use Zoho CRM and I know that this ability is built in to the Web-to-Lead form on that application. I wasn't sure if something similar was available on this product or if I would have to integrate that on my own. Thanks, Chris
Unable to edit & save existing contacts
Hi, we are unable to edit and save existing contacts. This is an organisation wide problem and has started only today. We have raised support tickets marked urgent, written emails to you marked urgent but we are still awaiting a solution. The day is almost ending. Can we please have a solution?
New interface shows description as threaded email
Since the recent upgrades to the Request UI we've noticed that our 'Description' for the request gets lost among the threaded emails. The reason is that it used to say 'Description' on the header, but now it reflects the customer's username and email as if is simply part of the threaded email chain. Can you fix this to show 'Description' on the expandable header again so we can easily find it? Thanks!
Email Settings not working
I am trying to setup the Zoho Support product to get email from our mail server. I have double checked all the settings and I believe they are all correct. I can setup Outlook Express to use the same settings and it can pull and send email, but everytime I hit the save button all I get is " Can't connect to the mail server please check the mail server details"
Disable Reply-To Function for certain Profiles
Hello, May I know if it is possible to restrict certain users from using Reply function for requests? We don't want lowest level profiles to send emails directly back to our Contacts. Thanks for the help. Cheers, Wai
Domain email settings - can things be in conflict
Currently I have a domain name that I have hosted at a photography site (Smugmug). At my domain registrar I had to enter stuff so that my domain is correctly pointed to the photography site (Smugmug). At the photography site they do not handle the email side of things. Is it possible for Zoho to handle all the email / calendar / contacts side of things and yet keep my photography site intact and working. Cheers, Steven Taylor
Why use Zoho rather than Google Apps
Currently I use Google Apps (using my own domain name) for my mail / calendar /contacts. This is all in sync with my mobile devices. It all just seems to work and I'm comfortable with it. There are only two users in this account, myself, being the primary user (and administrator) and another is a family member that is just has an email address (not really into computing or the internet). Anyway, I'm not paying for Google Apps at the moment. What would be valid reasons to change over to
Dashboard and other features for managers
As a manager, I think the main dashboard should display the recent activity of the agents, such as: Request #0000# | Account | subject John changed priority to Urgent - 00 minutes ago Request #0000# | Account | subject Mary replied - 00 minutes ago Request #0000# | Account | subject Bill closed - 00 hours ago Request #0000# | Account | subject "Customer" replied Request #0000# | Account | subject Peter added 30 minutes And names and requests should be links. Also, I miss a lot a BCC field and/or
Can "my tasks" be displayed on home area?
Hi, Can I configure the panel to show the area "My task" when I login? I didn't found this configuration. Thanks Christiane
Turning Support Rep into Customer Portal User
Hello, I would like to turn a current support rep into a basic customer portal user. Therefore, I am attempting the following steps: 1. I de-activate the support rep 2. I try to add a new Customer Portal user with his email address 3. I get an error message saying that I cannot use that email address (since it is already registered, now as a de-activated support rep). Is this a bug? Any ideas of how I can get achieve my goal? Thanks! Henrique
Zoho Support e-mail text formatting problem
when replying to a request in Z-Support the mail that is recieved by multiple customers has all different kinds of text formatting. we have reported this issue a while back but have not yet recieved a good explaination why this accurs and how this is to be resolved. an example of the text formatting as attachment.
where is the mail administration button
when i GO TO CONTROL PANNEL THERE IS NO MAIL ADMINiNISration button to find the migration tool. Would like to switch to zoho from old email.
What is the limit on the number of customer invitations that can be sent out in a day / in total?
What is the limit on the number of customer invitations that can be sent out in a day / in total? It looks like my invitations stopped at a total of 49. Where did the other customer invitations go. I added 99 customers to the portal Dale
Sending out a request acknowledgment - except on requests received via phone....
I'm stuck on this one.... I want to send out a requests acknowledgement email (with ticket etc.) when a request is generated but not if the request is received via phone. Looked at Notifications - can't do it there. Tried setting up a Workflow rule - makes you choose a Support Rep and then you can choose to Notify the contact. Not clear how to do this - so any help appreciated.
Time of Day Reporting
Is it possible to report on either of the following in Zoho Support? If so, how? 1. Requests by open time (To show high volume times of day-- for instance, X tickets were opened between 8am-12pm, and Y tickets where opened between 12pm-5pm). I have been able to figure out how to do this for particular dates by using the Request Open Time field as the Group By option, but this does not seem to allow for time to be taken into account. 2. Number of open tickets trended over time. Thanks, Chris
Building a report on Zoho Support
Hi guys, I'm trying to figure out how to build a report on Zoho Support and I can't seem to figure it out. I need to know 2 things in the report: 1) Upon receiving a request, how long do we take to get back to him/her? 2) How long do we take to close a request on average? I hope I can get some help. It's quite urgent. Thanks so much!
Have you stopped providing support on email. The last 3 emails requesting support have gone unanswered.
1) Can I customise when I want to automatically send an SMS to the customer instead of only the three options mentioned currently? 2) Same for email
new interface - add time entry more dificult
The new interface is nice, but I miss the easy way to add time entry to a ticket via the drop down menu... Also, I miss the other stuff like changing the status or adding a task...
Introducing Zoho Support Express Plans complemented with a brand New UI
We are excited to introduce Zoho Support Express, our latest plan for small businesses and do-it-all teams. Also we are out with a simplified new UI which is easier to access, spacious and faster. Our Express plans are designed keeping in mind the requirements of small businesses that find regular plans beyond their budget and those not having earmarked support agents. Let’s delve into more information on why you need to try our Express plans and what’s different in it. Why a new plan? Being an ideal
Customers may not submit applications, or access the knowledge base
Access to the site has all access permissions to customers, but when they make an application, states: "You can not send requests to this site." Case in the knowledge base What's happen??
Making it harder to change the status
I do like the new interface a lot more than the old one (so far) but I cannot for the life of me understand why you guys would think its a good idea to make it more difficult to change the status of a request! it was fine how it worked before, why change something that ain't broken? It might only be a few seconds, but it now takes me more time to deal with each request.
jQuery slideshow - time lag between image changing and caption changing? beginner needs help
Hoping someone can help! Am new to jQuery and have built a slideshow with a caption using the following script. However there is an irritating lag between the time the image changes and the caption changes (ie image changes and then a a second later the caption changes. Can anyone advise how to fix this so that the image and caption change at the same time, with no lag? Thanks in advance! <script type="text/javascript"> $(function() { $('#slideshow').cycle({ fx: 'fade',
NO customer support. response or help!!!!
I have sent three messages in the least few days to request urgent assistance and i have had zero reponse. This is terrible customer service. I pay good money for two products but get no support whatsoever. I hate posting negative messages like this but if its the only way I can get attention I need to do it. Please can you contact me urgently as a matter of high importance!
Automatic time counting while working in a case
How about a time counter bottom that you click "Start" when working on a case so the time logging is done automatically? Jorge
Fowarding emails into a case
Is it posible to forward an email to our zohosupport dropbox email and attached it to an existing case, just to keep a history or related items? Jorge
WHERE IS ADD TIME ENTRY
I used to have this only a few days ago - WHERE IS THE ADD TIME ENTRY MENU ITEM????!!!!!!?????!!!!! Richard Brust http://www.rbrdatasolutions.com
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