Support Access for Zoho CRM

Greetings,

We are pleased to launch Support Access, which enables you to grant temporary access to your Zoho CRM account for a Zoho technical support representative. This allows them to identify and resolve any problems or issues you may be experiencing.

Sometimes, there may be a scheduling delay when a customer reaches out for help to troubleshoot a problem. However, our CRM support team makes every effort available, depending on the issue's intricacy. For example, a support agent will assist a customer immediately if the issue is minor and can be resolved without the need for remote access. Otherwise, the support agent will use Support Access to address the problem.

Providing access

Support Access can be provided for a minimum of one day or a maximum of days the customer selects. Once access is granted, Zoho's technical support representative will be added to your account as a hidden user. This won't affect the user license of your account.

Revoking access

If you feel the issue has been solved by the support team, or if you have solved it by yourself, then you can revoke access anytime you want. Even if the issue isn't solved, you can still revoke access. Eventually, access will expire once it's past the selected date.

Control and visibility

Every customer who provides support access should be aware that their data will be visible to the support team. However, because the customer fully controls support access, they can revoke it whenever they want.

Only one support user can access your account at any given time. Once the support person is granted access to your account, they get admin access as well—except for certain actions. Some of these actions are listed below.

Support Access page - The page where you can enable or disable or edit the duration for access will be restricted for the support user.
The support user cannot change the user details of other users in that organization.
Tab Groups, Mail Merge, Trusted Domains and Workflow Actions by Zoho Flow will be restricted.
Manage account subscription.
Email permissions (Mass email, Autoresponders, Schedule Mass email, workflow emails)
Export Permission - Export, Data backup.
Reports Export.
Audit Log Export.
Generate ZSC Key
All options in available in Setup > Company Details.
Admin Level Permission.
Integrations.
Copy customization.
Connections will be View-Only.
Marketplace restricted.
Assignment Rule – We will not allow assigning to Support User.
Channels Tab.
Sheet and Print View.
Max date selection was restricted to 5 years from now, in client.
Ask Zia chatbot.
Conversation AI in the Zia Tab.
Zia voice in the Developer space.
Online meeting creation.
Data Enrichment.
Voice Of Customer.
Zia Vision.
Zia Voice.
Zoho Survey.
Connections.
Client Script.
Social.

Apart from these operations, support users can perform all CRUD (create, read, update, delete) operations on records. The support user is the owner of any records that are added by the support user.

Note

As a customer, if you wish to see all of the changes made by the support user, you can view them in the audit log.

Availability:

Support Access is available for all editions including free editions.

To learn more about this enhancement, please refer to this help document.

That's all for this enhancement. We sincerely hope you find these improvements useful. Please give them a try and provide us with feedback in the comments section below. Watch this space for future announcements.

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

Topic Participants
Saishree T K
Sunderjan Siddharth

Sticky Posts
Enrich your CRM data and keep them updated
You spend a lot of your time and efforts in generating quality leads for your business. While generating leads is a challenge in itself, the real deal begins when sales reps try to nurture these leads and convert them as customers. So how equipped is your sales team with information about your leads matters a lot. For example, you might be using webforms to generate leads and collect customer information from your website. The lesser your webform fields are, the more your sign-ups right? From optimizing
Zoho CRM Digest - February 2024
We're thrilled to bring you the February digest, packed with exciting product updates and engaging discussions from the Zoho CRM Community. Keep reading to stay in the loop! Product Updates: Zia Enhancements Be it Tasks, Calls, or Meetings, Zia's activity
Canvas templates can now be shared with different CRM organizations
----------------------------------------Moderated on 14th February, 2023------------------------------------------- Dear all, This feature is now open for all users in all DCs. To learn more about importing and exporting canvas templates, read our help
Introducing Zia Presentation in Zoho CRM
----------------------------------------Moderation 2.0, Date: 22nd March' 24----------------------------------------- The Zia Presentation feature is now available for organizations in both Enterprise and Ultimate editions with 20+ user licenses in the
Blueprint enhancements - Parallel and multiple transitions, and more
Last modified on Sep 4, 2023: All Zoho CRM users can now access these enhancements. Initially, these features were available only on an early access basis and by request. However, as of August 2, 2023, they have been made available to all users in all