Forget Admin user and password
Hi, I am forgetting my admin account details. I am using info@shri-industries.com mail Id. Please help me to retrive this account.
SLA Escalate to Group or Role
Is there any way to escalate an SLA to a group or role instead of specific agents? Specifying specific agents becomes problematic when they leave or switch groups.
All Departments Report view is only available to Admins
Dear Zoho Support Team, Is there a reason that only Zoho Support admins can view the All Departments Reports? Thomas
Invalid email linking Zoho CRM with Zoho support
I am trying to link our Zoho CRM account with the trial version of Zoho Support and when i introduce the email of the administrador of our Zoho CRM and the ZCR code when submitting the form i get the follwing error message: Invalid ZohoCRM Admin Email. Please provide a valid Email. What can i do to make it work?
Set Status of Forum Posts
As an agent, I can see a button called "Set Status" for forum posts. It appears to be a dropdown button, but nothing happens when I click it. How is status set for forum posts? In our case, a customer has added a problem to the Forum and it creates a ticket automatically. I can work the ticket as an agent, but the Forum post does not display comments or status. If I cannot mark the status somewhere, how does the status filter work?
Disable Mail Send Option
We are currently implementing Zoho Support and are seeking to disable the 'reply, 'reply/all', 'forward' buttons from certain profiles. I understand this is found in the 'Edit' option for the profile we would like to change, however when we click on 'Edit', we can alter the upper options via checkboxes, but are presented with "You cannot modify other permissions for this profile." for the lower section which contains 'General Permissions' and ultimately the 'Mail Send' option. We have tried to
configure 'From Address" for each department
In Home > Setup > From Address, we need to have each of our departments reply back referencing the same Email address as the 'From Address', but it will not let us use the same address over again. Any work-arounds?
Merge multiple fields for email subject line
Hi, I am trying to merge to fields (ticket ID and case description) into the auto email response template's subject line however was unsuccessful. Below is the coding that I am using now: [#${Cases.Request Id}]${Cases.Description} Appreciate any feedback on this. Thank you!
Guide domain mapping in zoho support
Hi, We have issues to configure domain mapping in zoho support. We have configured a CNAME in our DNS panel and we have configured domain in zoho support configuration: https://www.zoho.com/support/help/domain-mapping.html But it isn´t running. Can I help my? Thanks and regards
Cannot create sections in Help Center
When I want to create a section in the Help Center I get the following message: "Already a category/ section exists in this name. Please change it." This is not the case and I cannot add any subsections without receiving the same error message either. How to resolve?
Can't login with registered account
Hello everyone, Im having some problems about login registered account I sign up account nda@ymim.tech and while verify domain "ymim.tech" , unfortunately i closed my browser, And then I go back to verify again, but I can not login with registered account before I got message need to verify account to login, but i have no any way to login An,
mail to case no more working
Hi, when i send normal emails to support@esrifrance.zohosupport.com, zohosupport mail to case does no more work ( new case creation / append to existing case ) It was working perfectly till a few weeks ago. When my colleagues send normal emails to this adress, mail to case is working fine. Can you help ? Has my email adress been blacklisted or trottled ? Thank you for your help Regards Eric
Customers are not receiving images in the ticket replies
Hi! I am using Zoho support and upload a lot of images to my ticket replies to explain certain issues and resolutions to my customers. However, I've started to get complains that my customer does not receive the images. When I tried posting to myself I did get an e-mail, but the image was broken. I use G-mail. The images are uploaded to the e-mail-text and I usually use the "Full width"-feature. If I instead attach the image, it will work - but I do not want that. What to do?
View Ticket link in email
How do I remove the View Ticket link in the auto email that goes out to customers?
Outlook pluggin
I would love an outlook pluggin even if it's as basic as when I reply to a mail it adds the merge field and iD to the subject line automatically
Please don't hide status of Overdue tickets.
Currently, when a ticket is overdue, the word "Overdue" comes in place of the status. That is very impractical. We have statuses like "Waiting for customer approval", where the ball is not in our court. However, from the overview, we cannot see that, because it lists the status as Overdue. In my opinion, Overdue is not a status .
Moving tickets between departments
When a ticket is moved between departments, is there any way to assign that ticket to someone? Currently when a ticket is moved from department A to department B, it shows up in department B as unassigned. I have tried working with "assign/route" and "workflows" to find an effective way to assign a moved ticket, but I cannot seem to get it to work properly. Thank you.
Ticket Status - Departments
I know how to customize the ticket status options via the setup menu. Is there a way to have different statuses for different departments? For example, Dept A's workflow is different than Dept B - would like to have different custom statuses for Dept A and Dept B so that I can look a ticket at a quick glance and know what the status is.
Captcha en version gratuita?????????????
Quiero poner un Captcha a mi formulario para evitar el spam en la opción de Herramientas avanzadas dentro de la edición de mi formulario me aparece el captcha pero no puedo habilitarlo o arrastrarlo para poder integrarlo. Mi duda es : el captcha solo esta disponible en la version de paga?????????????????????? Gracias
Unable to create Zoho Support account
Hello, I'm trying to create a support account but I'm stuck on Please wait ... message for a long time. I tried it couple of times but still get the same message. Nothing happens. Please help.
Create ticket abeam email .
Good afternoon,
Where can I set up in my Zoho Support the option for the call is automatically opened with the e- mail client ?
I have reviewed several settings , but I think I have missed something, because the email to the box support @ ....... the ticket is not open .
Can you help me ?
Grateful.
Unable to receive tickets by email or on customer portal
I created a new support instance yesterday. I have been able to process inbound tickets from the web form and to be able to create a ticket from within the dashboard. I have forwarded my company email to the Zoho support email that is assigned within Zoho support email from my instance. I cannot however not receive any inbound ticket from any email I send to. I've tried to send to the internal email address and to my support email address (that is forwarded). No tickets are created. I created
Departments
Why I can not delete departments
Categories not working for help articles
The categories drop down doesn't seem to work so I can't create any help articles? Is there some trick to making it work.
Is there a configuration option that removes the 'On Behalf Of XXX Support' from the From email address when sending replies from a ticket?
I've configured several FROM email addresses, one for our internal Support email account and a few for specific agents. When we send a reply from within a ticket, selecting one of these as the FROM, the receiver sees 'support@XXX.zohosupport.com on behalf of XXX Support XXXsupport@XXX.com' I would like the reply to just show the FROM that we selected and not the zohosupport email address since we aren't publishing that to our customers. Thanks in advance for your help.
Merge files
I would like to configure my merge fields so duplicate tickets are not created Is it possible to have Ticket ID subject with in a time period Also merging same subjects stating with RE: When the agents on the help desk reply through outlook it contently creates new tickets between email rules and merge fields how can i stop this from happening?
support set up
when I log in to 'Support' I am sent to the Enterprise setup. I would just like to set up the free version to determine if it will fulfill my needs. How do I skip the Enterprise setup?
Invite email not being sent
Hi I am trying trial version of Zoho Support. I invited 2 person as agents using their email address that is set up on zoho mail and it does not look like it is getting to them. However when I send to their other email address (like gmail) they did receive the email. Anything I am missing?
Customer Portal - Costumization
Can I create a custom widget that I add into the Zoho Support - Customer Portal.
Why Due Date does not change when I open a ticket?
Hey guys, I'm having a little problem using SLA priorities. When I open a ticket and select the priority, the due date does not change or gets the date and time set up in the SLA manager. I want to know why this is happening, or if I'm not using the SLA priority correctly. PS: I'm a PRO user. Cleverson Darsie
due date
Hi all,How to calculate the due date automatically (new ticket) ?
Unable to Process Your Request when submitting a ticket
Several of my users have reporting getting an error message when submitting a ticket in the customer portal. This happens on Google Chrome, not sure of other browsers. If the browser is then closed and reopened, it works fine.
Push notifications every minute
I had a problem start today where I was getting push notifications on my iPhone for a customer who had not sent a message, except for 2 earlier in the day. I emailed him directly from another address and he verified that he had not sent additional messages. I checked the site, no messages. App showed no new alerts, neither did site. push notices were happening every 20 minutes or so. I reset the app and now I am getting them every minute. One push every minute, maybe ever two.
Is there a way to set Zoho support knowledgebase/articles with open access? Or workflow for support/chat/subscriptions
We have a website that requires users to login already and each user has a user name/password. We would like to make our "articles" part of that website, but not require the user to have a 2nd login... Do you have a suggestion on how to do this? Would zapier work? If not, is there a way on zoho support to add live chat and subscriptions tied into zoho support? So for example, if a client renews a Service Agreement and they call in, zoho support already shows their agreement is "active"... Any workflow
Customer Portal Customization - Adding custom placeholders
I am trying to modify the customer portal within Setup -> Portal Customization. I wish to add a couple of new placeholders in the tabbed menu. I can see from the HTML Editor that I can add pre-defined placeholders but how can I add custom placeholders where the content of the placeholders will be a webpage from a specific url? For example, I would like an extra placeholder called "Downloads" which reference a website at http://www.mydownloads.com and display this website within the content. Furthermore,
Email
Hi How can I change the support@xyz.zohosupport.com to support@xyz.ch?
custom reports
I currently have 7 license and considering adding an additional 5 but the biggest issue and what is holding me back, is the ability to create custom reports. I am currently using Vintatio and they have a great custom reporting system, the only downside is the cost which is the reason I like to migrate everybody to Zoho, but these last 5 users have specific reporting requirements. I keep hearing of an roadmap and upgrade but have not seen anything yet including adding features or improvements. Can
CRM Data Transfer
Am I able to transfer product info from Zoho CRM to Zoho Support? Am I able to transfer custom field data from Zoho CRM to Zoho Support?
How to create a Category
This page https://www.zoho.com/support/help/setting-up-community-forum.html says to create a category you start here: Go to Setup in Zoho Support >> Community. But I don't see the Category option under Setup. Is it inside one of the buttons in Setup? I looked through all of them with no luck. Thank you!
Would it be possible to automaticlly respond to a mail
Would it be possible to automatically to a ticket so that the mail with merge ticket id can be responded to from outlook
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