Limit department in Self Service Portal
Is there a way to limit a customer's access to the departments in the Self Service Portal. I want a contact to only have access to a specific department. thank you
SSL Certificates for domains mapped to Zoho Support
Hi Zoho Team, Where can I find the steps and costs to implement SSL certificates? I have 2 paid accounts, each has its own sub-domain name mapped to it. Thanks, Noel
Tickets Missing
When trying to access the All, Open and Closed tickets all of the tickets have disappeared. What may be the cause of this? Thank you
Customer Portal Users - Creating New Contacts
Hi, Recently, I added two new contacts to one account. I then follow the steps to invite them to become Customer Portal Users. When I clicked the "Invite Portal User(s)" button it asked for the email ids. I did entered them and they received the invitation. The problem is that one of them "created" a new contact that is not associated with the account, therefore he is not being able to see the cases logged by the other users in the same account. I deactivated this user, (which name is only the first
AVERAGE RESPONSE TIME ON MY WEBSITE
Hi, I would love to be able to show my customers what our average response time is before they submit their ticket. Is there any way of doing this?
iframe (or something else) for portal customization
Hey zoho, can I use iframe in the customer portal customization of zoho support? I tried to customize our customer portal a bit, but other than changing colors and adding/removing widgets, not much seems to be possible... @all: how have others solved this? We are not happy with the appearance we can get out of the customer portal, but we do like the functionality. Any recommendations?
Custom field is only part exported in custom report
Hi there, I have changed the pick list called category, to have about 20 different categories, where one of them is assigned as standard. Following that I have created a report where I want to export among other things the category. When I run the report it only shows some of the categories in the category column and not all. One of the categories not being shown is the standard set category. I need to have all the fields part of the report to be added when I run the report, if not what's the point
Help Center Article Answer length limit
I continually get the message "Answer max length limit exceeded" I understand that it may have to do with the HTML character limit but what is the maximum answer length allowed?
Delay creating new tickets when e-mailing
We have just started using Zoho and have an issue with mail forwarding. There is a delay between sending the e-mail to support@ourcompany.zohosupport.com and the ticket appearing. This delay varies from around 5 minutes to up to 15 minutes. Really, we need tickets to be created instantaneously. Is a delay normal or is there is an issue with our account?
I do not see invite users in the customer portal
Click Setup In the Channels section, click Customer Portal and then click Users Click Invite Portal User(s) Enter the e-mail ID of the user you intend to invite Click Invite Is this normal ?
Portal invitiation/sign-up errors with Apple devices
I have so far had 2 customers tell me they were unable to get the portal to accept a password when they followed the Invite link on Safari on Apple devices. The first was trying to sign up via his iPad, eventually he gave up and did it on his PC The second is getting the same issue on his Mac His feedback: I get “Invalid Email Address or Password” error Hitting password reset just clicks the submit button and nothing happens Is this a known issue?
Display Tickets on website
Hello, Just evaluating this at the moment and impressed so far. Is it possible to display tickets on my website, just so various people in the organisation can see activity? Regards
My zoho account on my Celphone is losing connection.
I use the outlook to access the zoho email, but he continuously lost the connection.
Help Center departments
OK, has anyone ran in to this before, and if so, did you come up with a solution? We have a few departments that we have marked as disabled, but they still show up as Categories in the Help Center. I need to get rid of them. And, if possible, I would like to setup my own Categories instead of defaulting to all of the Departments - is there any way to do this? Thanks!
Rescind Invitations
When we implemented the application, the previous administrator did a mass invitation to contacts (many of which are not valid). The status is sitting at "Reinvite." Our clients are limited in the number of support portal users that they can have for the customer portal. We need a way to rescind these invitations and clean up the system. Any insight would be appreciated, even if it is a backend fix.
Removing deactivated users
When our Zoho Support was installed, we somehow had a bunch of email addresses pulled in and setup as users by accident. They have all been deactivated, but now I need to remove them - how do I do that?
Customer "Super User" Functionality
When we implemented, we understood that the next release would include a "super user" type of functionality to allow selected contacts at the client site to see all tickets for their organization. I do not see that functionality in the new version that you have out for trial. If I were to gauge my clients #1 complaint about your application, this is it. Can I please get a status on this?
Unable to Edit "Show to Customer" on Comments
We previously had an option to edit the Comments to "Show to Customer" or "Hide from Customer". It looks like that functionality is no longer available. We have many situations where a comment is added and the agent neglected to check the box. There are also situations where we need to hide comments where the discussion is internal to our agents and development team. When we implemented your application everything was imported incorrectly and we have been working on cleaning it up, but now cannot.
Unable to create user which was deleted before
Unable to create user which was deleted before like I have created id sales@windream.co.in and deleted it but now I am unable to create same id, it says user already exists. please can one help me.
Multiple file upload for Zoho Support
Dear Zoho Support Team, Is there any chance you all will support multiple file upload via drag and drop or multiple file selection for Zoho Support? This would really help speed up the process of adding multiple files to a ticket if needed. Thanks, Thomas
Multiple Agents Editing Single Ticket
We have multiple agents who need to be able to take individual ownership of tickets before working them. I am running into an issue where multiple agents open the same ticket and assign themselves to it. This is leading to duplication of work because both think they are the only one working the ticket. My previous support system would alert subsequent agents that the ticket was already assigned when they tried to assign it. Any ideas on how to make sure the first agent to assign locks out others
Average Response/Resolution Time
I've posted about this before but can't find it now. The average response time on the support rep home page doesn't respect business hours. I really need this figure. Right now I export the information to excel and run a bunch of formulas to figure it out, but that is clunky and bulky. Is this still on the radar?
When replying to support request in ticket management and using template, the "Reply to" feature of the template not working
I have set up a template to use for "replying" to customer tickets to request new information. This template includes the "Reply to" field with an email different from the sending email. However, when the email arrives at the customer inbox, the sending email is pre-poplated for the customer to the sending email and the specified "Reply to" address is not even an option. The "reply to" works great with any email coms set to auto trigger. See attached screenshots of the template used and the
how to create subpages
please guide me how to create different subpages
Advanced search page does not appear in Chrome browser
Nothing happens when I click in the Search field and then click on "Advanced Search" in the dropdown. It works OK in IE, but in not in Chrome. (If I put the url from IE into Chrome address bar, the page does load.)
"Submit a Ticket" form default fields
Is it possible to remove the email field in the "Submit a Ticket" form. I am wanting to put a shortcut on several desktops that open IE and land the user on the "Submit a Ticket" page to put in a ticket. Some of my users do not have an email address so I dont want it to be required.
portal customization tabs
If I change the on-off sliders for tabs in the portal customization and click "publish" it tells me it's saved, but no changes appear in the preview or the portal itself.
Want to delete the customer portal users
Hi, I want to delete few customer portal users, which I have added it for the testing purpose. I am only able to deactivate them but I am not able to delete them. Actually I want to add them as agents. As the e-mail id has been used while adding them in customer portal user, I am not able to delete them. Please do the needful. Thanks & Regards, Kumaran Balasubramanian.
How to convert Support agent to Customer portal user
Hello , As i need to convert 2 Support agents to customer portal user , Please help me doing this and Email id's are. khadeer.ismail@chimeratechnologies.com deepakd@chimeratechnologies.com Please help me out ASAP
How to restrict access to Zoho Support to just within our office, by IP(s)?
I cannot find anything in the Setup or in the forums about IP restrictions for Support product. We would like to limit access to the tool from just our office. Please advise,
Zoho Support > CRM intergration
Hello, We have set up support get all of the accounts/contacts via integration from the CRM. Our question is what do we do to when we get a new contact via the zoho support to get them into the CRM? Many Thanks Peter
Random assigning ticket to Agent and Advanced Permission Settings feature
Hello, we use Advanced Permission Settings and I have this questions: (1) Is there any way to use function which randomly choose agent to whom will be new received message (ticket) in Support asign to? Like totally X people = team work on customer service, but ticketing is not so fast and there is not auto-refresh, so it's possible to assign one ticket to agent1 by himself and till agent2 doesn't refresh, he can assing same ticket to himself - "steal" it to agent1. That's possible with Advanced Permission
Live chat option is gone
Disappear from the Help menu and i can't find the link anywhere. Please advise. Thanks, Gadi
Cant reply to tickets again
Hello guys, I can replay tickets again, i don´t no why my account is block? What i have to do? contato@televo.me Thanks
Zoho Support Sending Failed
All users on our team are receiving a "Sending Failed!" message when trying to reply to tickets in Zoho Support. I see looking a history on this type of topic that it's probably a server config problem on Zoho's side but want to make sure it isn't something in our environment that's broken. Thanks for quick assistance!
Problem to verify Email for forwarding in Gmail with Google Apps
Hi! I'm trying to Forward emails that arrive to my "support@mycompany.com" email to the "support@mycompany.zohosupport.com" email in Zoho Support. When I add it to Gmail the Verification email never reaches Zoho Support as a ticket. I also configured the Email Routing in the Google Apps admin console following the handbook you have. Also tried with the "Spanish" version of the email: soporte@mycompany.com to soporte@mycompany.zohosupport.com Also tried to send an email directly to "soporte@mycompany.zohosupport.com"
Error in Sending and receiving emails in Zoho Support !
Dear All, Our sincerest apologies for letting you down. We are experiencing an unexpected mail-server failure that stalled both the incoming & outgoing mail service in Zoho Support. Our Engineers are working on it at the moment and doing their best to resolve this issue as soon as possible. We can assure you that there will not be any data loss due to this email outage. We will keep you updated on the progress via this post. You’re patience and understanding is much appreciated. Sincerely,
New Zoho Support UI - Duplicate email issue
We just started using the new Zoho Support UI, looks great however. We use to be able to submit tickets on the clients behalf an use our agents email address but now with the new UI update we get the following: Duplicate Contacts with the same email address exist, Please choose the appropriate and proceed The only reason we did this was to avoid sending out change requests to our clients when the request was submitted by the Agent. And we also have on the support notification emails so instead of
i cant received email why please help ,Problem in sending email while doing IO operation
i cant received email why please help ,Problem in sending email while doing IO operation
Contacts from Email with other fields
Hi, I am emailing tickets from my Wordpress site to Zoho support. This means that my contacts are all the email sender from my Wordpress site. Is there a way to interpret the email to create the correct contact? 1) email = reply-to address 2) parse subject line? how have others solved this? regards, Michael
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