No new tickets being generated in response to email
Hi the last ticket in our ticket list came in at 12.42 am this morning. Since then, no new tickets have been generated. We have tried sending test messages to our support address (support@deesetretailinsight.zohosupport.com) and we aren't receiving an acknowledgment back Can anyone help, this is our busiest day of the week for user requests and we aren't seeing them and don't know whether they have been lost or are backed up somewhere? Thanks for any help Rob
Zoho CRM and Zoho Support integration
Hello, my company is debating purchasing Zoho Support in addition to Zoho CRM. We require the email to case functionality in Zoho Support. Currently, we run the professional edition of Zoho CRM and are using a free version of Zoho Support to evaluate it's benefits. So basically Zoho Support is Zoho CRM without sales modules and with an email to case system, a customer web portal, and a knowledge base for customer reps and customers. I want to know how the two systems interact. In Zoho Support I found
How to Associate a Template with a Support Event
I see how to create a template. But what is not obvious to me is how do I associate the template to a particular Notify event in Zoho Support, i.e. " Acknowledge contact on receipt of the email reply" ? Clicking the template link in the Notify list, just brings up the edit screen for a template. I do not see where I can select another pre-existing template. Thanks
Exporting a customized report
In Zoho Support, is it possible to export a customized report? When I click on the customize button and add information to the columns section, the "export" button disappears when I run the report.
Creating Automatic Emails
After creating a ticket, I need the whole ticket sent to an external email "support@company.com". Ideally, I would like all replies to that email to be logged in the ticket/case. Is this possible with Zoho support?
How to set agent that have access to ticket assigned for him?
Hi, in zoho support I see that we only can set the agent that Have access to: All Tickets or Their Tickets and unassigned Tickets Can we add agent that have access only to their ticket assigned to him, cannot view ticket that unassigned? Thanks, Rudy Darwin
Macros for Tickets
How do I create/customize macros to use when I'm trying to create a new ticket? Ideally, I would like to have "common case 1", "common case 2", etc so that for common cases, I could just select the macros and not have to type in the description, etc.
SLA Management
What is the best way to track SLA times for tickets in ZOHO support?
Prevent a Notify rule response going to another organisations 'auto-reply'
Here is the situation: - we send an email to a support@ email address via Ticket A - they send us an auto-reply saying 'thank you for your email' to our support@ email address, it creates Ticket B - our Notify rule then sends them a response to their support@ email address saying 'thank you for your email, we have created Ticket B for you' - they then send us another auto-reply saying 'thank you for your email' to our support@ email address, it creates Ticket C - our Notify rule is execute again...
Change a color Button
Can I change the color of the send button? Screenshot https://gyazo.com/637637de9a2a717af5fbb86fa717a75b
Cname problem
Hi, I was playing Zoho support settings that since m my domain , and I can not enter setup .
I get this product :
404 Not Found
The server can not find The requested page:
www.zonaprotegida.es/support/zonaprotegida/SetupPageLayout.do (port 443 )
Please Forward this bug screen to www.zonaprotegida.es 's webmaster.
Error web form
Since this afternoon this puts me to send a form from the web. "Request not submitted. Kindly contact your administrator."
Invitation/Re-invite
Good morning Zoho team, I have a Zoho Support site (still in trial mode) and I have invited a couple other people to be agents on my site. One of the people said that when she opened up the invitation, an error popped up. I tried to re-invite her, but it said that only people who are active or uncomfirmed can be re-invited. Technically, she is under my active list, so I don't know why I can't invite her in. Can you help me make sure that my fellow agents can log in?
Cannot disable or change email address of agent
I would like to add another agent. I cannot disable and add details of another agent within ZOHO Support. Disable has been used before but fails to disable latest user.
Whare has my saved draft gone in a Community Forum?
I have saved an announcement for a Community Forum as a draft but I cannot find it later to continue editing. Where is my draft?
Agent reports
Please confirm if its possible to reports on users I.e. No of tickets closed by agent per day week month
How to add a Forum to your custome portal
Can anyone tell me how to add a Forum I created to the Customer Portal?
Close zoho account
I would like to close down Zoho support for now. Thanks
Standardising Ticket Replies
We are currently using aText to enter standard ticket responses into a ticket for customer frequently asked questions. I'm wondering what other are using and is it possible to use Zoho Support with this same functionality? I noticed the Ticket and email templates, but this is not really the same and seems a little clunky for easily selecting from and inserting into a ticket say 50 different possible ticket answers. Appreciate any recommendations. Scott
Deleted contacts by accident. And now all of the support tickets are gone. How can I get them back?
Deleted contacts by accident. And now all of the support tickets are gone. How can I get them back?
CC Agents into tickets
Hi, Please can you develop this option so that tickets can be followed by other agents. This is crucial in our process when we escalate tickets to development and the agent still needs to monitor the progress and inform the customer accordingly. Best regards, Richard
Imported Overdue tickets not showing as Open?
I imported a bunch of tickets from our old system, and they've imported correctly with the right due date and 'overdue' status (they are not closed.) ...however, they're not showing up in Pending tickets or in the Open Tickets view... Am I doing something wrong? Thanks! -W
You can only veiw records
whenever I login to the support site, I get a banner stating that I can only VEIW records in this zoho support site. any other operation will not work I need to be able to add & remove tickets & update current one, also as this the admin account I can't manage the agent account as well.
Email Delay
Our emails are delayed over 20+ minutes. Please fix this ASAP
Error in security certificate
Dear sir, I am from Logic ladder technologies ,We are facing the problem of security certificate for our support portal. Please guide how to proceed for the purchase of security certificate.
Changing new ticket emails in Free edition
Hi gang - I'm trying to change our settings so that certain agents are NOT notified about new tickets, but only are notified when they are assigned to a specific ticket. Is that something we can do in the free edition? I can't seem to find the place to do it. Thanks! -W
Automatic Ticket creation - Every time a mail is sent
I have setup mail forwarding from our support id to Zoho Support. Why is a ticket created every time a mail is sent to my support id?
How to access "My Requests" at https://help.zoho.com/portal/signin#myarea
Hi, When I'm logged in as an agent to Zoho Support I can access help.zoho.com/portal/en/community and raise a support ticket to Zoho by using the dropdown under my account name in the top right. However, my agent login credentials are unrecognized for the customer self service portal at https://help.zoho.com/portal/signin#myarea . So I can't get access to monitor status of my tickets or view all old tickets I have submitted to Zoho for assistance. Can you advise how I obtain login credentials for
Attn. Zoho Support Administrators who have setup Customer Portal
The self-service portal within Zoho Support is meant to provide your customers with access to relevant knowledge when and where they need it most. Very soon, we will be rolling out the following important update to it. Today, as an administrator, you can pick a language for the self-service portal to be displayed to your end customers. Aside from this, your end customers can also select their preferred language under their 'My Preference' section in the self-service portal. We heard from quite a
Don't email for manually created tickets
We have Support setup so that whenever a user emails us, he gets an auto-reply. Then once we close the ticket, the user gets a closure email. Now, once in a while we have clients that call in on the phone and we want to use support to create and close a ticket so that we have trace of the conversation. How then do we prevent two emails from leaving at the same time, ticket creation and ticket closure ? It looks weird to the client...
Add field from other module
Hi Zoho Support Team, I would like to have "TICKETS MODULE PAGE LAYOUT" to show fields from other module ( To show "STREET FIELD" from Contact module ). Is this possible? Purpose : When a customer make a complain through phone, my agent can input their address directly from "Add Tickets" Menu. Looking forward for your reply. Thanks
Emails not being sent
When I create a new request from within the support web portal on behalf of a customer, they do not receive an email to say a request has been created. Also, if someone sends an email to our support email address, it arrives as a request, but the customer doesn't receive a confirmation email. This was previously working as I have many test emails. If I comment or reply to a request, the emails go out fine so it's not an 'email' problem.We have attached a screenshot as error. Can you advise? Thanks
View attachments instead of downloading?
Some of my agents are given a choice between "View" and "Download" when there is an attachment to a ticket/email. But when I'm logged in I only have the choice to "Download". Is there a setting somewhere to change this so I can view my attachments instead?
SLA by Service and request
Hi, I need a report where show SLA by Service and Request, because I need create a KPI based in those fields Example: Service SLAName Days Hour Minutes Changed Password SLA-CP 0 00 30 Create Report SLA-4 4 00 00 Thank you
Can't Find ZOHO SUPPORT APPS in Google Marketplace
Hi Zoho Team, I am unable to find ZOHO SUPPORT apps from google marketplace. Any idea? Thanks. I am refering to https://www.zoho.com/support/help/gapps-integration.html
home page ticket list and default dashboards
Hi, Is it possible to modify the list of tickets and / or the stats that are displayed on the home tab in Zoho support? Also, is it possible for each agent to specify their own default dashboad for their account or is there only a single default dashboard for all? Thanks, Scott
Web-to-Request Forms with attachment
How can I add a attachments field in the web-to-request form for my website to allow attachments?
Is there a way around all or nothing with "Notify All Agents when a new ticket is created" in free version?
We are moving over from ZenDesk and are using the Free version. We have several "agents" on our teamwho don't need to see new tickets; however, we have a group of others who do. We have not been able to figure out a workaround for segregating new ticket notifications. Is there any way for us to direct new ticket notifications, not to all agents, but a single email address (we can handle the distribution outside of Zoho support)?
Grouping Accounts Togther
Hi, Is it possible to create a group of accounts? We want to be able to create a group for our clients who also work with one of our partners. We then want to have any tickets from that group to be assigned to one of our agents directly. Is this possible or is this a workaround for this? Thank you!
The 'Help Links' question mark rollover is not working on my site. Can you help?
Page site is: http://openvault.com/openvault-support-request/ Site is developed in Wordpress WordPress 4.2.2 running Dignity theme. My browser is Safari 8.0.7
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