Can't add request from Customer Portal
No one can add request from our customer portal. This is the msg: "You cannot submit request in this portal." Please help.
Can you publish the roadmap?
I have been using Zoho Support for a couple of months now and following the discussions here. And I see a lot of answers about things being in the roadmap and/or plans... In order to make a decision whether to keep using this solution, it would be very important to actually SEE the roadmap... What do other users think?
Customer Portal - Remove/Modify Functions
How do we customize the tabs that appear on the customer (public) support portal? Specifically: - How do we remove tabs we don't wish to be displayed/available on the portal - How do we remove the "Sign in" link until a better username/password system is available Thanks
Multiple currencies
I would like to know whether it is possible to have multiple currencies on the system. Is it possible to add products in different currency formats?
Workflow tasks and Contracts don't work with Enterprise Trial?
Hello, I'm using the Zoho Support Enterprise Trial and noticed the following: When i create a workflow rule i can only create alerts in the final step of setting up the rule, i can not create a task? If i read the manual this should be possible For some reason i can not create contracts. When i got to Accounts and click one and then select 'SLA for this account' i can fill out some fields but when i look at the manual i should be able to select a SLA type there, fill out a contract name and contract
attache zoho docs to a support case or acccount
Is there anyway to integrate Zoho Docs to a support account or customer?
Can't reset customer's access to the support portal
I have a customer that can no longer get into the Support Portal. gfdc2@fremontne.org had access but no longer does. When I try to re-invite, I get a warning "This contact email already exists." I have tried deleting the contact and reloading but this doesn't work either. Please advise. Thank you! Heidi
attachment ideas
Hi, Regarding the attachment fetaure, I propose some improvements: 1. bulk upload: many times we need to upload a large number of files and it would be faster to select and upload them all at once 2. the attachments of the email messages (sent and received) should be available in the attachments tab: with the sender name and the message sent date. 3. it should be possible to attach files both from the user computer and the server (the files available in the attachments tab and the files attachd to
attachment file names without the plus sign (+)
It would be great if the attachments could be downloaded with their original file name. The plus signs really pollute... What do other users think?
Can you add a new account and/or new contact via email, webform?
I would love to be able to send accounts to the support system from the CRM via email or webform. Once an account is sold the info needs to be setup into the support system but import is slow. TIA!
login support portal by google apps account
we created a support portal for our internal users. can user login the portal by google apps account? currently, in portal login page, there is no such a link.
How to check who linked a GPO to an OU
Hi I have AD Audit and AD manager, how can I check who linked a GPO to an OU? Thanks, RM
How to check who linked a GPO to an OU
Hi We have AD Audit and AD Manager, how can tell who linked a certain GPO to an OU? Thank you, DT
Direct Links to a Solution in the Knowledge Base
When a customer asks a question which has already been answered in the Knowledge Base, how do I reply with a direct link to that solution? Jim
Distribution Server is Unable to Push/Deploy Applications
Hi All 1. I create three VM. Each VM can reach (successfully ping) all other VMs. 2. In first VM I installed Desktop Central MSP, and create one customer. 3. In another VM I create distribution server and install DS agent also. 4. I added the 3rd VM in SOM as an end-point. 5. I created two software package of - zip and Gtalk and push to both VM2 & VM3. I rebooted, waited for 90 minutes, rechecked the Desktop Central Configuration but I am unable to send/push software to both VMs. I want to
Username recovery
Some time ago I was Zoho user under username "papuga" (papuga at zoho dot com). Because of personal reasons I deleted this account, and now I would like to have it back. I was warned that that I will not be able to create account again under the same username, and I know that this is a long shoot but I have to ask admins to set this username available for use if this is possible. Thank you very much!
How to mark "Spam" in Zoho support?
We have started receiving many spams. Pl advise us how to mark the mail received as SPAM?
synchronizing accounts & contacts from Zoho CRM
I'm a brand new user evaluating Zoho CRM and Zoho Support so admittedly, I'm still learning new things! I was able to set up and do an import of accounts & contacts from Zoho CRM, however if a new account/contact is added in Zoho CRM, I do not see it in Zoho Support. Is there a set up to do automatic synchronization? Or does the admin need to manually import records each time? I was under the impression that the integration among the Zoho modules was seamless so I think I must not be doing something
Calculations in Zoho Support
Hi Is there a way of doing calculations in Zoho Support. We are a small MSP that charges some customers by time taken on a call, therefore I need to be able to calculate the running minutes used by account, then preferably in real time take that and deduct it of the minutes pre-purchased by the customer? Is this possible? Many Thanks
Customer Portal Users
The previous interface ordered portal users by account creation time. This was useful for being able to quickly determine which of the newest portal users had not yet activated their accounts so we could follow up with those users. The new UI orders users by name. I would like to see an option to sort users by fields including name, status, and account creation date.
How do i create my own buisness email
How do like to create my own business email? support@luomapinyin.com or Dave@luomapinyin.com
Customer Portal Access Security Limitations - Can you provide more flexible options?
"View Organization Requests from Customer Portal All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others in their organization. Apart from viewing they can also post a reply and track the status of the requests. You can enable this from Setup > Customer Portal Settings > Customer Portal Access Settings" I think this is a great feature except that it lacks flexibility
Adjust Request Start Time
Is there a way currently or could the feature be added to adjust the start time of a request? Sometimes I may not enter a request immediately, but I would like to know when it was actually first requested so I know how long it has been active.
Email notifications in trial?
I have sent this off as an official support query but thought I would try here as well. I am planning on using Zoho as helpdesk software for clients located externally to the network within which the admins reside (Both the users and some of the agents will be located at external sites) - when using the trial version, emailing the address setup for the Zoho support helpdesk does work (it produces a ticket), but the outgoing emails to confirm a ticket has been submitted (or updated) to either the
Blank new Lead Appears - Help needed!
Hi, I am having a few issues with last few days, when I go to create a new Lead, Contact, potiental or Account a blank page is appearing! Only the Save buttons appear on the page, anyone got any idea what may be going on, or have a changed some setting etc. Help would be great, thanks Folks, James
contacts grouping
two questions 1.We are looking for a way of grouping our clients into different categories. is that possible? 2. Can i create a new module with self defined fields within the support system? Thanks
Dissapearing Time Entry in IE9
Good Afternoon All! I am sorry if this is a repeat I searched the forums with no luck. I am having an issue where my time entries no longer show up on my tickets in IE9. I have turned compatability mode on and off and tried from several machines with no luck. When I open them in Chrome I can see them fine. Thanks!
Update to request
Under Zoho Support, We configured all request to go to an email address support@xxx.com , however when a customer reply ,it created another request. How can we make sure configure so the system know it is from the same ID and will not create another request?
Zoho Support - "Add Request" functionality error message
When using the "Add Request" function in Support, if you assign an owner in the new request, you receive an error message prompt "Sorry for inconvenience. Please try after some time or report your issue in the feedback form given below." To make matters worse, the error message form doesn't allow us to submit the error to you. Nothing happens when we click send, and the back functionality in a browser doesn't work to return you to the request.
Viewing Zoho Support Request Attachments in Zoho CRM - Not Working
We regularly view our client's support requests in the CRM, as they are attached to the client's profile there. However, if the client provided an attachment in their email, when trying to view it we receive an error message once the PDF file is downloaded that it cannot be opened. The same attachments open fine from within Zoho Support, so it appears to be an issue within the Zoho CRM integration.
Zoho Support Contact name history
Hi , While entering contact name the email gets filled automatically. Would like to change the email with my contact name. Is there a way to clear the history or edit the same. Thanks, Geetha
Zoho Support
Hi, How to clear Contact Name and the email id associated with it. I would like to edit or clear the history of Contact names. Thanks, Geetha
Case ID
When a customer logs a Request they get a number generated from the system such as Your Incident ID is: 278700000000597047 which from the email template is ${Cases.Request Id} When it is listed in our Requests Tab inside the system it is listed as the number 104 for example. So If I generate an email template for a response and use ${Cases.Request Id} it will give the customer the number 104 which has no significance to the request/incident number they received. Please advise if I am doing something
Solutions
In the Request Section (inside the program for support reps) there is a Tab for Resolution. It would be very useful if the Rep could have a search function for available solutions here, click on the applicable one and it would insert into the resolution section. They could then paste into an email response and send. Colin
Layout tabs disappear after converting a sale.
Hi Zoho Forum and Zoho Support team, After we go through the page of converting a "lead" into a contact, the top tabs in the Zoho layout disappear, and our user is forced to log out and resign in for them to appear again at all when browsing. This happens every time they convert a sale. Is this a browser issue or a glitch of some sort that is related to their tab settings? Please note; this does not occur on our other users, we are using the old version of Zoho, and browse using mainly Firefox. Thankyou
Customer able to select all defined products instead of the associated products
Hi, I have associated products to a customer and I would like to see that he is only able to see this product instead of all products defined in ZoHo. Is that possible? cheers, Geert.
Zoho Support - Reports Contain HTML Tags + Cannot Report on Comments ????
When we run reports some of the fields contain annoying HTML markup tags which make the reports unreadable. Is there anyway to prevent this? Also, we would like to run a report that includes the comments. Is there a way to include this in a report? Any help would be appreciated. JSW
Calendar Integration
Are there any plans for Calendar integration with Zoho CRM or Google Calendar? In other words when requests come in, techs can resolve some requests remotely and others have to be done onsite at customer location. I consider the ability to schedule a call either through an added function or even as a task with a custom category ESSENTIAL to using this for managing support reps. So if a ticket comes in, I decide to route it to Bob and determine he needs to go onsite. It would be EXTREMELY useful
Google Apps - Support rep added not able to login
I have added the Zoho Support app in my google apps and when a google user tried to access Zoho from the google menu, he only got options to sign it... One more thing: is it really necessary for a google apps user to have a Zoho account to use Zoho Support?
Home screen
Is it possible to see ALL open requests from all departments at the same time from home screen rather than selecting the different departmets from drop down?
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