We are happy to roll out a set of enhancements for your Customer Support Portal in Zoho Support. From now on, you can allow your customers to view their organization tickets, customize the portal invitation and specify the default language for your customer portal.
View Organization Requests from Customer Portal
All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others in their organization. Apart from viewing they can also post a reply and track the status of the requests.
You can enable this from Setup > Customer Portal Settings > Customer Portal Access Settings
Customize Portal Invitation
Customize the invitation email sent to your customers to join your organization's Self Service Portal. You can select, From address, subject and the body of your invitation. Best of all, you can preview the changes made to your invitation before you hit save.
To customize the portal invitation of your organization, goto Setup > Customer Portal Settings > Customer Portal Invitation
Customer Portal Language
Till date, a user can access the portal in their chosen language only on signing-up with their log in credentials. Otherwise, the portal would be displayed only in English. However, now an option has been provided to configure the default language for your portal.
To customize the language of your Customer Portal in Zoho Support, goto Setup > Customer Portal Settings > Customer Portal Home.
Customize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
TLS v1.2 Upgrade for Zoho Desk
Keeping your data safe is our top priority. With that goal in mind, Zoho Desk will be discontinuing support for browsers, APIs, and Plugins with old protocols including TLS v1.0 and v1.1. Going forward, we will only support TLS version 1.2. Here's why this is happening. Older versions of TLS don't meet security standards anymore. They have certain vulnerabilities without any viable solutions and are being replaced with a set of more secure protocols. According to PCI standards, TLS 1.2 is the most
A Bucket of Enhancements for the Customer Support Portal
We are happy to roll out a set of enhancements for your Customer Support Portal in Zoho Support. From now on, you can allow your customers to view their organization tickets, customize the portal invitation and specify the default language for your customer portal. View Organization Requests from Customer Portal All this while, users logging into customer portal can view and track only the requests submitted by them. In the enhanced customer portal, they can also view the requests submitted by others
Zoho Support - Best Practices - Ticket Queue & Response Time
Everyday, our customers send requests - they either ask questions (how to's, customization, UI suggestions, etc) or report a problem about our products/services. It is highly important that we attend to such requests based on the "time left queue" and the "importance of the request". When I say "importance of the request", I mean any emergency request that require immediate attention. A patient suffering from cardiac arrest must be treated first than attending to a patient who got of his bones fractured.