Reports for created tickets?
Hey guys! I was wondering if zoho has the ability to pull and show reports for our day to day ticket flow? I come from a zendesk shop, and I know zendesk offers the ability for all agents to view up to date reports on their closed tickets, open tickets, and pending tickets, but in a live view. We're trying to gather as many metrics as possible with ZOHO ticketing. What are the options provided? Thanks! Seve Zavala
How to change server name
Hi, I am trying to change server name between @ and .com in my support email adress but I can't. I would like to delete "test" and change support by soporte. Thank's in advance
How to send email with attachment
Hi I need some help. I am new in zoho support. I need to know following things: 1. I want to know how can I send email with attachment in zoho support.? 2. can I use HTML,CSS into webform for customize the form? 3. Can I create a link in web form to send data?
How is it best to handle tickets from other support systems?
We regularly liaise with other support companies and find that their auto response creates a new ticket in our zoho system and then our response creates on in their system, which issues a new auto response and we get stuck in a loop. Normally after 5 or 6 of these occurrences it seems to stop. Is there anyway to prevent this?
No Ticket has been associated with this Account
We are adding tickets and the Contacts are linked to accounts, why do they not appear when we click the 'Tickets' tab when viewing an account?
Report a problem - Home page - Print Preview not working
Hi, we have a problem with the Print Preview on our home page. Could you please let us know when this will be solved. We know that we can use the Chrome browser, but this should only be a short term solution. We would appreciate some feedback. Thank you
contact name
How do i add a contact name to an account when i add existing customers?
Ticket life
Can you tell me if tickets ever "go away" without me deleting them? We are wondering if they disappear after any length of time. thank you Jim
Dependency Field update
When I add a field item that field is part of a dependency mapping, how can I get the dependency mapping to update with the newly added field?
Apply Priority based on Key Words in Subject
I would like to have a HIGH priority set for a ticket, if the word RUSH appears in the subject line of the email
Sort requests based on priority?
Hi I cannot work out how do do this. I need to be able to sort support requests by priority so that High are listed at the top. At the moment I only seem to have options to sort by Request ID, Due Date, Recent Thread, Created Time. It seems remarkable to me that 'priority' is missing from a support ticket system, or am I missing something? Also, how can I delete comments made on requests and in accounts? Thanks Jason
"Add as ticket" feature in forums in customer portal returns "Problem adding ticket" error
When viewing a customer submitted forum article, we wish to add this as a ticket in the support queue. Clicking the "Add as a ticket" link results in an error message: "Problem adding ticket".
Had to delete - re-add Twilio number to our account, and it's failing
It is telling me the number is not a Twilio number. It was 5 minutes ago!
Show Alias email in Ticket list?
I have a Department that involves 3 different incoming Alias emails. Is there a way to show which alias account the ticket was sent to?
Zoho Support Report, filter on executed time
Hello everyone, ZOHO support has a rather well built report system that has a lot of possibilities. We've been using those reports internally for some time to view the registered time we spent on issues, so we can easily create invoices based on this information. Now I recently was experimenting with the filters of these reports a bit and noticed there's a difference between the 'time entry created' and 'executed time'. I first assumed those were the same so I Always filtered on 'time entry created'
Can't add a new agent
When clicking the button "Add Agent" it doesn't display a form to enter new agent details, it just opens a new tab displaying the setup screen/menu. There appears to be no way to add a new agent. I have reported this to support nearly a week ago and still can't add a new agent.
Trying to delete Priorty field
Hi, Who do I delete a priority label? Nothing happens when I click on the x that appears or is do you delete from somewhere else? Thank you in advance. Ulrika Fahlberg Xtractor support
Unable to Sign Up for new account in Customer Portal
We cannot create users in the Customer Portal of Zoho Support. I tried in IE and FF, and with different emails and captchas and got the same error message. Screenshot attached.
my zoho support agents not getting any notification
hello team, we are using zoho support & my email id is crm@setuinfocom.com. my agents not getting any notification like some one comments on task,some one assign task/tickets etc.. how can i get all this notification? i'm administrator of my account and I got all the notification but my agent not get. please help me in this. thanks.
Questions
I post questions but once I have done this ..I can find the questions I posted ..
RingCentral
What are the possibilities of a RingCentral integration with Support?
Tickets
Once a ticket is created in Zoho Support can a event or rule be created in Zoho CRM to create a Open Task in the Zoho CRM? Thanks, CVillani
Agents
Hey can i know how i can make one agent not see others agents. how to make a group in this.Only Group needs to haev acces to each other
Use the logged-in user in a variable
Hi, I want to add a help desk entry that forwards a logged in to a specific page. Therefor I need the logged-in user at the end of the link. Something like that: http://www.domain.com/<LOGGED-IN-USER> Is that possible? Thank you, Marco
Email
Is there a way to make it so if we send an email from the support email account that it does not make a ticket, when we send emails and there are say 4 responses there are 5 tickets made
Migration from Zendesk
Hi, How long runs the migration from Zendesk to Zoho Support? We started yesterday morning and we still get no notice at all. Is that normal? I only see the notice that the migration is running and I should get a notice when it is finished. Thank you and kind regards, Marco
Notification when new email arrives in ticket
Is there a way to send a notification when any email reply arrives in a ticket? I see a trigger for customer replies, but we would like to set this up for any email that arrives.
Happiness Rating Error 400 On Save
I am getting an Error 400 when trying to save any setting change in Happiness Rating and the yellow boxed Loading message pops up and never disappears. If I reload the page the settings are all unchanged. The error I am getting is: POST <Our Support Url> 400 (Bad Request) If I paste the above redacted URL in the web browser and load it, it loads the Happiness Rating page ok. Tried in IE, Chrome and Firefox, same error in the console/firebug. Any suggestions?
Active Directory User import / integration
Greetings, My company has over 2000 users and we were wondering if there is any way to import users from Active Directory or any other form of Database. We are over 2000 users (contacts) and we have about 300 locations (accounts) to enter in and some way to import would be very helpful. Thanks, Derek
Change who the support email is from.
Right now when a email is sent out from our support email, like when ticket is created or closed, its header info looks like this: Carriage Services <support@carriageservices.zohosupport.com> We are trying to make it less vague and have it say something like "Carriage Services Helpdesk" but I can not figure out how to do this. I have changed the department name that the email is attached to and I've changed the friendly name to reflect what we are looking for. Any help will be greatly appreciated.
Approval echo
Hello Zoho, I'd like to ask about Zoho Support functionality. Is there any Alert system or Filter, how agent can be informed about or how to filter tickets sent for approval / already approved? When agent sent ticket to leader for approval, leader get e-mail with request. Than decide by clicking on Approve or Reject, but original agent is informed about Acceptation/Rejection nowhere, only by mail. It will be very useful to get some notification or ability to filter "approval waiting/finished" tickets
Automatic ticket creation on outbound calls.
Is there anyway to stop a ticket being created automatically each time an outbound call is made? I am using the enterprise version (CRMplus) and the Twilio integration. Thanks
Cannot access Zoho support
Hello Zoho, we cannot access our Zoho support https://support.zoho.com/support/btechscz from any our account. Everytime we login to Zoho and choose from Menu "Help desk software" "Support" we are redirect to page where we can create new support site. Thank you for soon reply!
Company account
Hi, Currently we test Zoho Support and we are missing one function that we use with our todays ticket system. Perhaps we are doing something wrong? We have a group of users that are part of a company. Currently, a customer can view only his request information from the customer self service portal and not the questions from other users in his company. This is an important feature, can you please give me a tip how to implement? Kind regards, Marco
Removed credentials to support site
Hello Zoho Support, I deactive three test Agents in our https://support.zoho.com/support/btechscz/, but with that step, I lost access to whole Support Support site. Our main obc***@ still should be Administrator, but when I log in to zoho.com with this account and try to access Support site, I get everytime the site where I can create new support URL (Sign Up for Enterprise Plan). No access to recent created Support site. Of course, if I try create new one with same address, system warn that it already
Remove Attachment from ticket
Hi, Is it possible to remove an attachment from an incoming email ticket? Sometimes our users send us sensitive data which we shouldn't see. Thanks, David
An updated to the Contact search was made recently, making it difficult to find a contact by last name.
Is there a reason why this contact field only returns results if you search by first name now. If I search by first name I can get the correct contact. However, If I search by the Contacts Last name I can't find the user at all. If I click on the magnifying glass for the Contact search. I can find the user by last name. This wasn't an issue until a few weeks ago. Thanks for all your help and support! Thomas Pursfull
Can I make Help Center Articles Private to Agents Only?
I want to use the Help Center for internal only documentation that would not be shared with customers who are portal users, just agents. Our default permissions are public/read/write. Is there a way to do this? Assuming I can manage the permissions of the Help Center, is there a way for me to create certain content that is available to portal users (or to specific portal users) vs. what articles would be available to agents?
not able to create tickets. Free plan
Please help me solving the issue. When someone sends an email to to zoho support id, ticket is not getting created
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