Can't move tickets between departments
Greetings, We are setting up our department structure for my company and while testing I've noticed that when a customer adds a ticket through the customer portal, it locks that ticket to a certain department and it can not be moved. Is there any way to change this? We have a main ticket queue where our field locations submit tickets and our agents then route them to the correct department, but this can not be done because of the ticket being locked to a certain department. Thanks in advance for
Ticket notification to our email
Hi, I'm not getting any email notifications to agent on new tickets. It is ticked in settings and email template is created but nothing happens. Do i completely misunderstand the concept or what? Is it supposed to do email notification to agent's company email at all? BR, j.
editting forms and contacts, and searchable areas
I am trying to update our ticket forms, as well as our contact forms, I have them so they are mirrored with same fields as well as layout. Now, I would like to know how, on the ticket form, we can make a custom field a searchable field, meaning we added a customer ID number, we want to search contacts for this ID number. Now as it is now, when we search using the name field, it will pull up the contact add populate some fields but not all of them that are entered on the contact information screen,
help with contacts and ticket interactions
I am trying to set up how tickets and contacts interact, meaning how to set it so we can search for contacts through the ticket window. I have ensured all the custom fields are matching in both sections, but when I go to search from the Ticket form, it only allows me to search using the Name field, we want to be able to search using name, ID (custom field) and phone number When I do a search for a name, it will pull up the data, but the information is not populating all the fields, even though the
Open Ticket in new browser tab
Hello, i want to open tickets from the list view in a new browser tab by holding the cmd key and click on the ticket url. Unfortunately that dosn´t work. If i right-click on the link and select "Open Link in New Tab" it works, but that is not want i want. I guess it´s some javascript that prevents the normal browser behavior. Is there any chance that zoho change this behavior?
Time Entry and Time display per ticket
Hi all, Have two questions or suggestion related to time. 1 - Is there a way to show total time on the ticket screen? 2 - Is there a way to enter time on comments and resolutions?
Phone number of India support
Hello, on the support page , I just called the number for support in India (+91-44-67447000) and it sounded like a fax machine.
Turning off email notifications
Is there a way to turn off the email notifications completely? When searching to see if there was a solution to this problem I noticed that concerns regarding a fix to this have dated back five years. Has a solution been developed?
Built in Email Client irritations
Things I find myself doing a LOT with the email integration: 1. Going back to my desktop email client so that I can paste screenshots into outgoing emails. Any chance you could enhance your email client to that it supports inline paste, like http://snag.gy/ 2. Forwarding an email that I've received on my personal account to the support@ address, only to have the ticket created for me, and then forgetting to update it, and having all the replies go to me and not the customer. Any chance you could
archiving helpdesk tickets
how long are closed tickets archived for?
Aıto response to helpdesk email address
Hi, We get support requests via email. Also we activated the auto response feature so that we can notify customers that we got their message. What we need to solve is according to our setup, sometimes we need to send emails from the same email address that Zoho support uses to Zoho support itself. And we dont want it to notify that "yes we had your ticket". How can we solve this? Thanks
EOL for POP Mail Accounts in Zoho Support
I'm Larry and I lead customer success for Zoho Support. Part of my responsibility is to reach out to customers and ensure they adopt newer things, especially newer things that drastically simplify their work. This post is about one such crucial change. About two years ago, we first introduced Email Forwarding for Zoho Support. Since then, I've been personally communicating with customers to ensure they switch from traditional POP to email forwarding. Here are the top three advantages that Email
Auto response e-mails
Hello everyone, We're just in the process of swapping over to Zoho Support from another help desk system. The only problem that we've noticed so far is that when a customer e-mails in to our support addresses, they are supposed to get an auto-response e-mail, to let them know that their e-mail has been received. The customer does receive the e-mail but it's taking over 10 minutes from Zoho receiving the customer's e-mail, to when the customer receives the auto-response. Is this normal or is there
Domain Mapping troubles...
We are still having trouble getting the domain mapping to take. We have set up the C-Name per the instructions, and all seems to be recognized. However, the instant we actually map the domain in the setup, support locks us out until we delete the mapped domain.
Mass Update Contact on a ticket for Support
Is there a way to do a mass update the contact on a support ticket.I need to change about 22 support tickets to a new contact because so that all users can see all tickets. I tried doing an import but it does not recognize the existing ticket ID number.
Zoho Support Error
Hi I want to set up Zoho Support be messed something up. Can I please get some help setting up my account. I already use CRM. I run support tickets for several companies. This is the error message I get: Dita 404 Not Found The server can not find the requested page: www.bcswebsites.com/support/bcsgroup/ShowHomePage.do (port 443) Please forward this error screen to www.bcswebsites.com's WebMaster. Apache Server at www.bcswebsites.com Port 443
Metrics report
Hi, My company uses Zoho + which includes Zoho Reports. I'm currently trying to set up a metrics reporting plan for the Zoho Support side of things. What I'm trying to find out is how to get the metrics we need for our customer service department. The current metrics I need are- -Total number of tickets (overall and account specific breakdown) -Average response time -Average number of threads -Average resolution time If someone can explain how to achieve this end result to me or link me to some
Certain types of emails not reaching Zoho Support
Since the issues around the attacks were highlighted yesterday, we have noticed certain types of emails aren't reaching Zoho Support. Some of the emails got through to Zoho Support overnight, but not all, and now new emails from this morning aren't reaching Zoho Support either. Some of the emails are coming from a no-reply email address. Other emails have 5-7 pdf attachments. I have manage to forward on the no-reply email from a different email address and it has reached Zoho Support. I also sent
Custom Translation per Customer Account
Would it be possible to have custom translation per customer account? Regards, Kim
Zoho Support slow and intermittent
Over the past week Zoho has been running very slow, taking longer to process requests and sometimes not processing them at all. The screen just says Loading, but nothing is happening. Today we are receiving an error 'Error 520'. I'm trying to attached it, but again Zoho is not processing the request.
Zoho Support to CRM - Unable to process your request
trying to set up Support to CRM, was ablet setup Support in CRM, but cannot do it from Zoho Support
Exporting/Importing - Time Entries - z.Support to z.Invoice
Looking for best practice to export time entries for ticket charged in z.Support, then importing into z.Invoice for invoicing purposes. Look forward to your responses. Regards, Wayne
Mobile App for Zoho Support
Hi, Do you have any plans for a Zoho Support app for either Blackberry or iOS? If yes, any timeline we can look forward to. If no, can you please look into it. I think it would be a great tool for those of us on the go. Thanks Kunal
Non Logged In Access to Zoho Support when using Remote Authentication?
I've set up Remote Authentication for Zoho Support - but it now appears that every page can only be accessed once the user is signed in - as they're redirected to the Remote Authentication sign in page. Since you can enable tickets to be created without signing in, as well as forums to be viewed without signing in - I would think this should still be the case with Remote Authentication enabled - but it does not appear to be?
We've Introduced Some New Notification Rules & Scheduled Reports
We sneaked in an update a little while earlier today where we've done a complete overhaul of our default email templates. In addition to this, we've also added a couple of notifications and default email templates for the following situations. Acknowledging users marked on CC after receipt of a new ticket. [Email] Notifying a ticket owner when a task (associated with that ticket) is completed. [Email & SMS] Notifying all agents in a department when a new ticket is created. [SMS] Notifying an agent
Ticket Reports - Add Product Name as a column selection.
I am trying to do some analysis on tickets by product. The only way I can get the Product Name is to got to Setup-> Import/Export and export all of the tickets.
Contact registration on customer portal in zoho support
How can I limit customer portal registration to only those customers who are in my contact list ??
Multiple top level folders in Knowledge Base possible?
I am unable to find any way to add a top level folder to my knowledge base. Right now I have the one top level folder, Help Center, but I can't for the life of me find how to add another. I would Like to Have FAQ and Frequently Used Documents as 2 top level folders. Is this possible? am I missing something simple?
Ticker responce
Good morning, I seem to be having an issue with the ticket response, a user \ client response to a ticket a new ticket is automatically generated. Is there an automatic setting where the response is automatically appended to the ticket. I know I can merge but must support software will append based on the subject of the email. Thanks Rudy
Sending on "Reply" in Zoho support takes very long time - why?
Why does it take so long, from clicking on "Send" button when I want to reply, until my message has actually been send? Sometimes it takes 15-20 sec's? /Johnny Nielsen
E-mail already exists
Hi, When i try create an user in my chanel account of “zoho support” , open a message of user already exists and i cannot create it. Can you help me with this, please? The e-mail account is NAME Enrique Cruz e-mail ecruz@yachiyo.com.mx
" FAILURE TO SEND " when sending e- mail ZOHO .
Good afternoon,
They can help ? We are having trouble sending emails through ZOHO . By clicking SEND or SEND \ CLOSE occurs " FAILURE TO SEND " .
Email is not working
Hi, emails to the Zoho support email address we have are not working. None of the emails have updated tickets or created new tickets in the last 5 hours. Whats going on?
Customer Happiness on support page
Hi, Is there a way to add customer happiness to the customer portal? Having a helpful/not helpful icon at the end of each article posted by the company? (support.learningbird.com) Thanks, Joelle
Multiple copies of the same auto-response being sent to a ticket
This issue began on 9th October. Sometimes tickets are created by another system sending an email to our support system, using one of our support addresses. We would usually then receive one auto-response into the same ticket, advising the ticket had been created. We are now receiving multiple copies of the same auto-response. The only way to fix it is to split out one of auto-responses into another ticket and close it. I would like to know if we can stop the auto-responses to our own support address,
IS it possible to auto populate contact info into a ticket?
If I have some the the same fields in a ticket, that I have in my contact form, is it possible to get it to auto populate all of the pertinent contact info into the ticket, once I attach the contact? Seems like a lot of redundant work to re-enter all of that info, but I want it all to be easily visible in the ticket form.
Phone Bridge Upgrade Elastix
Hi, When are you planning to release a phone bridge adaptor for the latest release of Elastix? (2.4.0)
EMAILS NOT WORKING!!!!
We have sent numerous emails and have left voicemails as well with NO replies. Our zoho support mail has not worked for the past few hours. This is unacceptable. We have not had any replies back to our attempts to contact you either. Fix the issue as this is our busiest time.
Alert when new contact created?
Hi Currently evaluating Support, and would like to create a workflow that triggers a more detailed email alert when a ticket creates a new contact (ie it's the first time they have contacted us). I can see how to automate a notification on creation of a ticket, but triggering off creation of a contact seems impossible - but should be simple? Gerry
Need help in Zoho Support
I am trying to make one of my support emails a default email. I'm trying to delete my current default support email but it is not working. How do i make a new default support email so i can start receiving messages? Please help me
Next Page