Assigning tickets to an agent after business hours
Hi, Is it possible to assign tickets to a specific agent outside our business hours (without associating it to SLA)? I tried setting up an assignment via Setup > Automate > Assign/Route, and then selected 'Created Time' in Criteria, but I am unsure how I can incorporate the business hours. If I select 'between', it asks me to specify a date and time. I can specify the time, but the date is not specific as is it recurring (daily). Can you also confirm what 'CurrentTime' is? Thank you!
what is the agent logon URL?
What is the agent logon URL for my support site? It seems whatever I use it takes me to the customer / user login site and I don't see any way to get to the agent login site. The only device I can use is my laptop since that is the first device I used and it is now saved. My site name is; https://support.zoho.com/support/oviel If I go there, it looks for a user login, not an agent login. thanks, Frank
Continue to get Insufficient Privileges to perform this operation. Contact your Administrator.
If one of our staff adds a comment to a ticket, and uses @thomas or other user to send a email message to another staff member. Once the other staff gets the message and clicks on View they sometime receive the following error: Insufficient Privileges to perform this operation. Contact your Administrator. Is this an issue you have seen before? Can you please advise how we might correct this issue. Thanks, Thomas Pursifull
Customer Happiness on FW emails
Hi Zoho Support Team, In the cenario where the sender of the email to the Zoho support is not the Client (imagine that i've Foward an email from my client to my support team, and in the sender it was me), how can I change the email, to alow that the Customer Happiness goes to the Client and not to me? Thanks,
Web Forms are now simpler than simple
The Website Form continues to be a convenient way for customers to ask for help from a company. It's quintessential and is in high preference even amongst our own customers. Setting up a web form was pretty straightforward already on Zoho Support. But we've made it even simpler and even more intuitive today. Drag & Drop You can simply drag and drop any field you want from a list of both standard and custom fields. It's just as simple to re-order fields on the form as well. Look & Feel Choose various
From Website Inquiry to Support tickets
The contact us form we are using is here: http://www.walkintour.com/#!contact/c24vq When A@abc.com submit a form, an email will be sent to support@walkintour.com, which is linked with Zoho Support. However, the email is from no-reply@xyz.com instead of from A@abc.com. The content of the email mentions A@abc.com sent us a request. Zoho support now thinks no-reply@xyz.com is a person contacting us. How can I configure it properly so that Zoho Support will be smart to know the person asking the question
" Domain is already available.Please try with other Domain."
I have bought a domain. When trying for domain mapping i get error : " Domain is already available.Please try with other Domain." Please assist
Unable to Send and Receive Attachments with Tickets
We are not able to send and/or receive attachments through the system. Is there an easy solution for this? Thanks in advance! Carol Griffeth Senior Manager, Product Support
Workflow rule triggering and executing but ticket not reflecting updates
Hi, We have been using a workflow rule to update the due date and status of tickets on receipt of a client reply. This worked fine for months but recently we are seeing some strange behaviour. According to the ticket history, the rule is triggering and executing as expected but the ticket is not reflecting the updates applied by the rule. This can be seen in the attached screenshot. Note I also used the Support Form to submit a ticket but was not able to add any attachments so raised the issue here
customer reply creates new instance of original ticket
While my company and I are new to Zoho, I am not a stranger to researching issues but I stumbled across an issue that I can’t seem to solve or find an answer to. Scenario: I created two new Status’ called ‘Awaiting Customer’ and ‘On Hold’...I set them up using Zoho’s on-line documentation: https://www.zoho.com/support/help/request-status-management.html I then opened a ticket under my account in Zoho – sent an email to simulate requesting info and set the ticket to ‘Awaiting Customer’ as I would
Delay in Zoho Tickets
Hello Customer Support: We are using you product and lately we have noticed that there is a delay in tickets showing up on Zoho. We receive the email but when we check on Zoho it shows up after a 15 min delay. Please can you have someone look into this for us. We would like to get this resolved as soon as possible as this is causing a delay in supporting our customers in the field. Looking forward to your prompt reply, Regards, RTM Support Team
It takes very long time to see the ticket on Zoho
Hello, Now I can only see tickets related with mails which were sent yesterday. There's a chronic slowdown in Zoho. Does anyone also encounter this? How can we solve this problem? Thank you.
Replay Ticket Sending Failed
Dear Support Team, i'd Email My problem to support@zohosupport.com, about Account ZOHO Support Can't Replay Ticket, Because Error " Sending Failed". we can't send email client, has been off 3 day until now. Please Help Me For Support, ASAP, Thanks
Training
How do I schedule some online training or contact a person to answer some questions?
Supervise Rule not working correctly
Hi I have a supervise rule set up to send me an email when a ticket hasn't been modified for 3 working days (26 Business Hours). One of the criteria isn't working. I have requested for it to send me tickets that have a due date before the current time, but the rule is sending me notification on tickets with a due date in the future. Here is the criteria and criteria pattern, please let me know how to fix this? Business Hours: Normal Working Hours (set as 9-5.30 Mon-Fri) Hours since modified is 26
Best way to move an email sent directly to a user to a ticket
As we begin to migrate to Zoho Support, emails related to existing tickets are still going direct to a user. What is the best method to transfer that to the existing ticket? Add the email contents to a comment? Or just forward the mail to the support email and then merge or transfer to the existing ticket? If an email comes in related to a new ticket direct to a user, should he just forward that to the support email, or create a new ticket and list the sender as the ticket contact and reply from
Can agents be notified when a ticket has an old draft email
Sometimes our agents start typing an email on a ticket, but then get caught up on other tasks, and the email is saved as a draft. Is there a way to send a notification email to an agent when they have a draft that is 2 or more hours old?
Is it possible to completely delete a portal user?
Hi, Is it possible to completely delete a portal user? I seem to only be able to deactivate their portal use instead of completely removing them from the system. Thanks, Scott
Not receiving emails into support
Hello, I have sent multiple emails to zoho support but haven't heard anything, my support is not receiving emails. please help. Our support email address is tpmsupport@leadershipservicesteam.ca Darren
Hi, Is it possible to print all open tickets on Zoho Support and if it is possible how do you do it?
I'm looking to print out all open tickets so I can go through them with a work colleague
Unable to upgrade our license to Professional
Hi, When I try to upgrade our license to Proffesional all I get is this error page: https://payments.zoho.com/html/store/error.html Can I get some help on that please?
Using Supervise function to lower Priority
When the priority is lowered with an action within the Supervise function SLA is not reapplied despite it being triggered on field update of priority. When opening the ticket and manually updating the priory the SLA is adjusted
Custom Tabs
Is it possible to create custom tabs in the support app?
Access to articles (Solutions)
Hi, Is it possible to only allow specific users access to the Solutions page? I've currently got it configured so you have to be registered to access the articles etc, however I only want to allow individual users to access it. Thanks, Richard
Not able to restore database (build - 9021)
Hi, Got an issue in manageengine service desk plus and reinstalled manageengine but not able to restore the data.. build is 9021 but not able to get old data migrated.. restoredata.bat get closed and on command promt let with a info:thread is going to sleep for [5] seconds info:coming out of stopDB can you guys help me out is restoration process !
Can't send email from Support App
Hi, We can't sell email from the Support App on iPhone.. Where can I find the email settings for that? Thanks,
White-Label / Multi-Tiered Support Communities/Chat
Hi Guys, we are currently using Zoho CRM and are quite happy with it. Now we are evaluating Customer Service Tools. Question: Can Zoho Support have multiple differently Branded Support Communities under one instance OR would we be able to connect multiple instances with the same setup? Background. We ourselves built a White Label Enterprise Software Solution within the Recruitment Space. Now we would like each of our White Label Partners to have their own (brand and content) support tool, chat,
Include more field mappings from CRM to Zoho Support
Hello, We have a number of custom fields we've created in Zoho CRM that we need exported / combined into Zoho Support (So when a support rep. pulls up a contact, he/she can see the information that was assigned to the contact at a earlier point in time. I see where I can assign different information (Via field mapping) during the export process, but the destination fields within Zoho Support look to be fixed - this would be a problem for sure.
Web form submits but no ticket created.
I am very new to Zoho Support so apologies for my ignorance. I created a web form, pasted the unadulterated generated text onto my web page, and now when submitting a ticket I get to the return URL, but I don't see any tickets. Could you please point me toward something I should be looking out for?
i need help
i recently integrated my domain with zoho support but now i cant access the zoho support admin dashboard how can i remove the integrated domain.
When opening a ticket, the screen jumps down to the comments section
This started happening today for our organisation. We used to open a ticket and be able to view the top of the ticket. Now the screen jumps to the bottom of the ticket, with the cursor in the Comments section. How can we stop this from happening?
Spanish translation for ticket
Dear team, I recently saw a change of the translation of tickets in Zoho Support. It is now Tiques. This is completely wrong. I do not know why you changed this! You should either have Tickets or Solicitudes but Tiques does not match this usage. Thank you in advance for the change. Best regards, Christophe Mendez | MZ Consultants - Zoho Alliance Partner
View CRM Info button not working
I have my integration with ZOHO CRM set up, accounts and contacts get imported but for some reason when I click the View CRM button on a ticket I get the following error message. API call cannot be completed as the Criteria parameter contains empty field name Please help! Without seeing previous info about customers in an easy way, this system is very cumbersome to use. This will make me want to switch back to our previous support system.
Zoho Support Integration Within Zoho CRM
Hello, My company utilizes both the Zoho CRM and Zoho Support applications. Our Zoho Support module can successfully import contact and account information from Zoho CRM. However, none of our employees are able to view the Support tickets in Zoho CRM. We have set up the support integration, and I have selected and authorized which employees (including myself) that are allowed to view the support tickets. However, under the Support section in any particular account, it says “ Sorry for the inconvenience
Customer portal - Contact us
I would like the contact us to show up for any and all users coming to the site. I have set it to "display to all users". Is there anything else i need to change?
Account on Hold
Is there any way to set an account to 'On Hold' so that no further tickets can be submitted for that account?
View ticket and avoid login
Hello, Is it possible to allow a customer to click on the 'view ticket' button in their e-mail and let it take them straight to the ticket instead of asking them to log in? The last thing a customer with a problem wants to do is to have to register just to view the progress of their ticket. Surely, the link is private enough. Thanks, Chris
Localization?
Can someone please explain how the localization works for the end user with Zoho Support? Can they choose their preferred language or is the only option a global language setting for the entire custom support portal?
Big delay in receiving Support emails
We have been experiencing a pretty big delay (up to an hour or longer) on emails coming thru Zoho support starting yesterday. This morning we had a couple come thru and then they just stopped. I sent an email into support about 30 minutes ago and it still has not come thru.
Support Emails take long time to arive
When I send email to my support email address in an effort to create a new ticket, the emails take hours to arrive. Is this normal??? Gee I hope not.
Next Page