Mandatory fields in Ticket Generation
While generating Support ticket, The Mandatory field to enter is contact , May we change that mandatory field to Accounts ? As there may be many common name contacts within a Account or different Accounts.. It would be more easy to generate ticket with Account name instead of mandatory contact entry. And in mobile app version , Ticket displays with contact name highlighted & not the Account name, So due to many common contact name it’s difficult to recognize the ticket Account. & one has to edit
Product Price Showing In Product Tab
Hi A product price has appeared below my products in Support/Accounts/Products. Unit Price is a removed field in Setup/Layout/Products. The price shows as -$£0.00 for every product. How can I remove this? Thanks.
Inbound email marked as Spam in Support
Hi Support, Since you changed the inbound email process last month, I have noticed that the "Mark Spam" feature is not working anymore. If we mark inbound requests as spam, it doesn't stop them! We get several alerts emailed into our support address every day, some of these for example are "Success" reports. So we mark these as spam as we don't need to open request tickets for them. But since the changes last month, these emails now generate requests everyday. What can we do to make the "Mark Spam"
Support Request Template fields disappears when click in description field
We have created some support request template fields. When you go to use one, however, everything disappears once you click in the description field. See video. http://screencast.com/t/zPVfzfkuI36
How to remove a support ID that doesn't exist
I am having issues adding an agent to our support software, because it states "Zoho Support ID already exists. please use a different Zoho support ID" How can i delete something that doesn't exist and how can i get around this? Thanks Scott
Is there a way to hide/show fields on the load of ticket forms?
Is there a way to hide/show fields on the load of ticket forms?
How do I retain an agent assigned to a ticket when moving it from one department to another?
I have an agent in two departments. When I move a ticket from one to another, the agent assigned is unassigned and the ticket is left unassigned. How do I keep the same agent assigned.?
Limit agent access to tickets
I have beginning level agents who I want to ONLY SEE tickets that have already been assigned to them. I don't want them to see any unassigned tickets. I have a custom filter so they can filter for just their tickets, but I cannot tell in Profiles how to limit access to only these. Is this possible? thank you Jim
Post date tikect
Good day, Is there a way to post-date a ticket, e.g. work that was done on a previous month be able to create a from March on April. but reflect on the march report.
How do I use addrecords from vb.net?
Hello, I've been tasked with using zoho support for our ticketing system. As I try to add zoho into our existing web form I have come across an issue. I really want to use zoho since we plan to use the CRM as well, but I can't get this simple task to work. Typically when submitting xml data I'd use something like this: Dim req As System.Net.WebRequest = Nothing Dim rsp As System.Net.WebResponse = Nothing Dim Request As String = "" Request = Request & "authtoken=MyAuthToken&portal=PortalName&department=Support&xml="
Error connecting to Zoho Support to Facebook account
When I select the Facebook integration option below I receive an error from Facebook. How can this be resolved? Facebook Error:
Support portals opening tickets automatically
Sometimes a customer will email in a ticket to us, and they will CC another support vendors ticket system at the same time. What results is a nightmare of tickets being opened on each support system automatically back and fourth in a loop forever until someone intervenes. How it happens is that we send a response "your ticket has been created" that response goes to the other companys support system and they respond "Thanks fro the email your ticket has been created" and then our ticket opens a
Move STATUS field in ticket
I want to move the STATUS field in the Ticket. I tried doing this in Layout, but that just affects the ADD TICKET area. I want the actual ticket to show STATUS at the very bottom
user
Having trouble getting my user into zoho!!!! Help
Remote Authenication
My organization just turned on the remote authentication option in order to use a single sign on from active directory. It works with everyone that was created and invited as a portal user prior, but new users can not sign in. It displays a message saying the user does not exist or is deactivated. When we try to add them as a contact and invite to the portal as we did before, the option to invite no longer shows up. Is this a bug or am I missing something?
Mandotary Selection
Dear Support, Is there any way to create a mandotary selection list. If a ticket has opened, user should select one of value on selection list before close the ticket. This feature is really critical for us, Thanks in advance, Sinan
Workflow rule not working correctly every time
I have a workflow rule set up that is not working correctly every time. The Criteria is the same for every ticket that it should work for. Execute on: Create Criteria: Subject contains Bounced agent email AND Email is noreply@agentsmutual.co.uk Actions: Set the fields to: Category: Leads Sub Category: Bounced lead/email Due Date: 2 days Sometimes the actions are set. I thought it might be because the tickets are being created outside our business hours, but some tickets outside our business hours
Delay on tickets created by email on Zoho Support
Tickets are not being created when sent to our Email configured under Zoho Support. please help
Can't verify using the CNAME or the TXT method
Help I can't Verify my domain I have tried everything to doing cname to txt method. my domain is KanerGFX.com
ALL DEPARTMENTS view
When viewing ALL DEPARTMENTS tickets, it would be great if there was some identifier in the TICKETS window showing what department they are associated with. I love the ALL DEPARTMENTS view, but the ability to see at a glance which department they belong to would make that view so much more meaningful.
"Unable to process your request" when changing zoho support-zoho crm integration Mappings
When We have been trying to sync a zoho support Account with the zoho crm, there is an error "Problem in updating the account. The value mapped with "Email" field is invalid
Is there a way to change field type from radio to multi-select?
I have a form with a Radio button field type. I want to change it to Multi-select. Changing the appearance only provides me with the Drop Down alternative. I am hoping there is another way. Please let me know. Thanks.
Agents cannot forward, just saves as Draft
I am hearing from agents who are trying to forward a ticket to someone not an agent, and the forward is not working, rather the email is saving as a draft... they are not able to SEND I can go in and SEND DRAFT Wondering why they cannot SEND?
Required Dependency Fields
When creating dependencies amongst two fields, how do I make the second field required?
Portal Not Displaying Correctly
Hi Guys, My customers are reporting they can't use the support portal correctly as it is not displaying correctly. I have investigated and have found it is to do with the SSL. I used Firefox and found that when I tell it to ignore the non secure content everything displays correctly, but I can't expect my customer to be doing all of this fiddling so is there a way to work this out? Thanks, Dwayne
Delivery Notification: Delivery has failed ,
Respected sir, I am getting error 1) Your message cannot be delivered to the following recipients: Reason: Over quota 2) Email Outgoing Blocked Daily Mail Bounce Count Exceeds Limit [ Bounce count=20 ] How to increase Daily Mail Bounce Count Exceeds Limit? sometimes I Have to send many mail. so please help to solve this issue. 3) Undelivered Mail Returned to Sender Please Help as soon as possible.
Department Change SLAs
We have an issue where we change a department for a ticket. We have an SLA applied to all tickets for all departments (72 hours). However, when we move an item to a different department to original SLA is overwritten. I was looking into setting up a new SLA or Workflow rule to apply the original SLA but do not see any options in the rules for when a Department is changed. Has anybody else ran into this and what workarounds did you have for this?
Alert on timely fahsion
Hi, If I get a high priority ticket, I need to get email alert or SMS alert say every 15mins . So that if I am busy with any other work I can check this by seeing the alerts. Please give the solution. Regards, Sivaraj
Incoming support tickets show up slowly?
Incoming Support Tickets show up only 1 hour after receipt in the associated email inbox. They are tagged at 1 hour once they do show up online. Is this expected delay?
Could my zoho support account be deleted please?
Hello, We have moved to another support platform, and I would like to close our Zoho Support account. I have deactivated all the other users. I am the only administrator and therefore the only one left. Could someone from Zoho please delete our zoho support accounts, including the portal. Thanks! Email me at contactadventistsconnect@gmail.com because Zoho Mail isn't working for me right now.
Agent cannot access account online. Always redirects to homepage.
We have an agent in our account unable to use the system. His account as soon as he logs in, page throws an error and redirects to the home page and continues to give him the error.
Auto assign email tickets based on workload
If we have 5 agents, is there a way to auto assign tickets coming in via email based on current workload (ie, # of open tickets). Also would like to auto assign tickets that come in via phone bridge to the agent receiving the call. Are either of these scenarios possible?
Department missing in Assignment Values area
I am creating a workflow to assign the Office-Department when a ticket is sent to that email address. This is to save agents from having to change that field in the ticket. When I get to Step 4. Actions, and choose UPDATE FIELD give it ASSIGNMENT VALUE NAME of ASSIGN DEPT Then select OFFICE-DEPARTMENT under Fields, I am missing some of my Departments in the list of VALUES.
Re-adding an Agent
I had an assistant, that went to work in another area, and now is back. I can't re-activate her as an agent?
EMAILS NOT WORKING
Please advise when the issue with emails will be working again. Naturally we are having issues with ZOHO Support AGAIN which is nothing new to us.
Mass re-assignmet
Is there a way to re-assign all tickets en-mass that are owned by one agent to another?
How to best create a calendar appointment in Google Calendar or .....?
noob alert: After taking a call and creating a Request (and possibly a new Contact), we then assign that Request to an employee. I think I will then create a Task (or maybe not?) for the employee to contact the customer and schedule a support event. Or sometimes i will assign the Request to the employee and schedule the support event for them. In either case, I would like the event to be on the Google Calendar for my employee. Or perhaps I need to use a Zoho Calendar instead, but then how to synchronize
Create Ticket to Send Email to Contact
I'm not sure if im doing it right, but I was kind of hoping if I can create a ticket and then the contact for that ticket will receive to contents of that ticket.
Promoting Zoho Support
I have just signed up for Zoho Support as a way to bring all of my inquiries from ZohoCRM, facebook, and twitter to one place. I would like to start promoting it to my contacts. What is the best way for me to do this? (i.e. send out a mass e-mail with the support portal in Zoho Campaigns? put it in my e-mails? )
Workflow: "Does not contain" subject line keyword trigger not working
Hi, I have recently created workflows to trigger automated reply using defined response template based on keyword triggers from sender’s emails subject line containing words such as “technical”, “help”, etc. While this workflow works perfectly, I have then noticed 2 automated replies in my test run; (1) auto reply is from the auto acknowledge contact when new ticket is received (see notification rules under Setup), and (2) another auto reply from the workflow’s subject line keyword trigger. I have
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