Is it possible to restrict portal users from viewing email threads?
I would like portal users to be able to see the status of a ticket, but not all of the emails associated to a ticket (as there may be internal communications that I would rather not have the customer seeing). This doesn't seem to be currently possible, but this would be a nice addition. Perhaps like the "eye" icon for the comments. All emails in the thread could be "turned off" by default, and only those which were "enabled" could then be viewed by the portal user. Since I've just learned that the
Screen is blank when I click on ticket link
There are a couple of tickets that when clicked, return a blank screen. Please see video for details. http://www.screencast.com/t/Ml6eyAwowz
Waiting on Requestor Template
In regards to the status of 'Waiting on Requestor' we would like to modify some of the language on that template. However, when we are under 'Setup'-->'Templates' we do not see a template to modify for this status change. Where can we find this template to update the language on the template that is sent to users when a ticket is applied with the status of 'Waiting on Requestor'.
Zoho Cases Vs. Zoho Support Add On
We are a growing tech company and need to figure out the best practice of tracking our client issues and problems. We were using Cases but feel as thought the support module/addon may be a better fit. However, having to run the import (and it doesn't fresh immediately) and seeing that it isn't integrated into Zoho CRM (and is instead separate) is worrysome. We seem to have just mastered the navigation and setup/customization of Zoho CRM and wanted to get feedback on others who have used both together.
Include Images in email templates
Is there a way to include images in templates that trigger an email?
Customer Portal Button issue
Stupid question, but when someone sends an email to the support email and a ticket is automatically opened, the default Contact Notification templates for things like Acknowledge contact on receiving a new ticket and Acknowledge contact on receiving a reply contain a string ${Cases.CUSTOMER_PORTAL_BUTTON} which places a button link on the email they receive. this takes them to a login screen where they cannot log in or register so they can view their ticket, yet the button says "View Ticket" What
Disable Spam Filter
I have just started using the Zoho Support account I set up a few months ago and immediately, 3 tickets that I had people open went to Spam. 1) there is no indication that tells you this happened. 2) there is no counter telling you that you have messages in SPAM 3) there does not appear to be a way to completely disable the automatic spam filter 4) I want to be able to set up rules as I need them but what I don't need is Zoho deciding that a ticket is spam on it's own. I don't want the spam filter
Close tickets automatically after two hours
Hello Team, We would like to close the tickets from a particular email address after two hours of creation. Below are the things we have to do if the ticket come from particular email address : 1) change field name 2) close ticket after two hours For the first step, we wrote a workflow rule and its working fine. Can you please tell us how can we implement the second one? Note : No need to assign the tickets to anyone. We have to just close it after two hours. Thanks Samir
Inventory not listed in tabs. how do i view inventory
The Products is not an option in TABS. I can add products, but I can't view or list. HOW DO I ACCESS PRODUCTS? to EDIT OR PRINT or view it? Screen shot included
custom reports
Will there ever be an option to create true custom reports, possibly using "Zoho Reports" Thanks Rudy
Zoho Support login issue
After mapping domain I can not access site url. see pic attached
Zoho customer portal error
I have signed for zoho crm we tried to map our domain name in zoho support we had successfully mapped our domain but not able to access portal site. https://support.mudgalengineers.com/support/meportal/ShowHomePage.do
users portal
Good day, Is there way to give access on the portal to a manager for "ONLY" tickets for specific users. Thanks Rudy
Profile not displaying in Field Level Security
We have created a profile under the permissions options. However, when we go to verify the field-level security options for this profile the profile we created isn't displayed in the drop down options for field-level security. We looked into the Profile for this and don't see anything that would cause this not to display.
Tickets from all departments
Is it possible to have agents see tickets from all the organizations departments if they are not a part of all of them? We have agents across 8 departments and we need them to be able to see all tickets, but they don't need to be alerted like they are in the other departments.
Problem with size of Description field in Web Forms
I have successfully created a web form under "Cases" to submit a problem on my web site. The problem is the "Description" filed seems to only be abut 100 x 50 pixels and I don't see any way to change the size of the entry field. There is a "///" in the bottom corner but it can not be accessed in the design form (see attached), and it does not exist in the final form. I would like to make this entry field something like 300 x 200 pixels or larger. Any help would be great - thanks.
After adding an agent and they log in, the site is redirecting them to enter Enterprise information and sign up.
I've added an agent to my organization. When they enter their username and password, the next stop is a web form to sign up to Enterprise services, which I don't want. I'm only interested in the free account, and they cannot log in to my organization.
Adding a CRM potential from a Support Ticket
We use Zoho CRM and Zoho "Support" in a daily basis and know that from some tickets getting in a day you would find a real need from customers and create a new potential in our CRM, but this process can not be easily integrated to the CRM and sometimes you can loose the potential because many times it has to go through a manual process, probably because the agent doesn't have the access to CRM to create this potential or CRM-user loose the following of the case, so it would be very interesting to
How do i change an Agents email address?
I misspelled an agent's email so he can't confirm. how do i change it? I can change everything else except his email
URL
Hi there, After mapping my domain URL replacing default zoho.com URL; we could not access to the support page. How can I revert the URL back to zoho.com default? Thanks in advance, Anoloth
Reportng/Scheme Table for ServiceDesk Plus
Is there anybody here have difficulty on generating report? Say. I am generating a time spent report but it is not easy to filter out by incident/service request type. That's why now we need to create a general incident report with all incident and service request and take a vlookup to merge all fields I need. Is there any way we can have a full scheme table structure then I may easy to create such report?
Due Date Error on Add Request
Hi There is a error for setting Due Date on Add request menu. The error message is as follows: 'Please enter a valid Due Date' How could I solve this problem? Let me know if you any inquiry. please. Thanks.
2 Zoho Support sites
Hi We have signed up for a online version of Support to manage our IT helpdesk tickets. Can we sign up for another version for our maintenance department but have the same users? If users are linked to one helpdesk system e.g. IT (by their email address) can they still access another helpdesk system e.g. Maintenance? I dont want maintenance and IT to share the same system. thanks Ben
Contact notificaitons not being sent out!
Anyone able to help with this? I have everything setup with email and such. We are using Zoho Support (well testing it out) when a Contact(Customer) emails in, no acknowledgement emails are sent to the contact to let them know we have received their case. All the options are active and turned on. I have tested from 4 different domains and its the same issue with each of them. The crazy part is, if the agent responds to the case the contact gets notified and can respond but still no notifications
I can't mention a name in a comment
Hello, Could you please let me know why can't I mention a name in a ticket's comment by using '@' I use internet browsers: - Safari 8.0.5 - Chrome: Version 47.0.2526.111 MAC OS X Yosemite 10.10.3 Thank you for your support.
Account fields from CRM integration - can we change?
Hi, we have integrated CRM and support and are setting up the supportsystem. We like that we can see contact and account information fromthe CRM, but need to change which fields are displayed. I noticed thattwo us tomorrow fields I have created in the CRM are showing up in theSupport platform, but don't know why those fields and not others,nor where I can go to find the mapping to modify this. I've looked about everywhere, so assume that only text fieldsperhaps are shown and other CRM account fields
Cannot edit ticket
I have an Agent, with Role of Team Leader, and a custom profile that I call MINIMAL. This was set several days ago/ Up until about 5 minutes ago he has been able to edit tickets from within the TICKET tab, or from within the ticket itself. Now, when he tries to Edit, he gets an error stating YOU DO NOT HAVE PERMISSION TO EDIT THIS RECORD. I have not changed any permissions, and it appears from the profiles that he should be able to do so. Any idea why he cannot?
Cuenta no activa
Buenas noches, hace poco cree unas cuentas con ustedes cuyo dominio es steebank.com, uno de sus trabajadores me conteste que al parecer hay similitud de cuentas con stebank.com, yo quiero que me reactiven las cuentas, ya que mi dominio steebank.com no tiene nada que ver con el dominio stebank.com, me urge que me reactiven las cuentas.
Agent accidentally delete it
After creating an agent accidentally delete it, now I need to create the same agent again but I get this error "The Zoho Support ID already exists. Use a different ID Zoho Support." At the time of deleting the mail agent it was locked and apparently will not get any confirmation. Can you help me with this case? I'm still in the free version Thank you
Customer Portal user defaults
Is there a way to set the Department that the Customer Portal user defaults to, to prevent them from picking the wrong department to send their request to?
Please Help.. user can't create new ticket from portal..
" [Exception in:/jsp/CreateEntity.jsp] null " on the end of create ticket page and some other issue..on image link below.. please help http://prntscr.com/9tsd45 http://prntscr.com/9tse1l http://prntscr.com/9tshsq http://prntscr.com/9tsikp
Creating a ticket with email but don't use internal agent
I create most of my tickets by email, but it is annoying because it comes up with me as the customer instead of the email I am forwarding. Is there a way to default the ticket to having the customer be the person on the original email rather than the email that is forwarded?
Missing tabs as Admin
I was testing permissions for other Profiles and I noticed that I do not have tabs for Dashboards, Contracts, Products, Time Entry. Those are tabs showing under Customize > Tabs, but not showing on my view.
Hidden Fields in Webform
I created a form with hidden fields and set the values that should default. The form shows the hidden fields, and does not default in the selected values from when I created the form. I don't want the person submitting the form to have to choose these 2 fields, but I want the default entries to show in the ticket. <!DOCTYPE html><html><head><META HTTP-EQUIV='content-type' CONTENT='text/html; charset=UTF-8'><style>.zsFormClass{background-color:#FFFFFF;width:600px}</style> <style>.zsFontClass{color:#000000;font-family:Arial;font-size:13px}</style>
Allow for HTTP protocol in Zoho Support Website URL with data from Zoho CRM.
The default Website URL link from the CRM in support.zoho.com is HTTPS:// ( your using the current protocol in ) this causes issues for users when the Website does not implement SSL certificates. Is there a way to force http:// by default? Why is the HTTPS protocol the website address by default for the link in support to the contacts Website address in support? This would really help for functionality and usability. Please note: We have removed all of the following data for reporting: www. http://www.
Zoho Support webform in Google Sites
When I paste the HTML into a Google site page, the form is not created properly. There is HTML in the "description" field, there is no Submit button or Reset button.
Reports for created tickets?
Hey guys! I was wondering if zoho has the ability to pull and show reports for our day to day ticket flow? I come from a zendesk shop, and I know zendesk offers the ability for all agents to view up to date reports on their closed tickets, open tickets, and pending tickets, but in a live view. We're trying to gather as many metrics as possible with ZOHO ticketing. What are the options provided? Thanks! Seve Zavala
How to change server name
Hi, I am trying to change server name between @ and .com in my support email adress but I can't. I would like to delete "test" and change support by soporte. Thank's in advance
How to send email with attachment
Hi I need some help. I am new in zoho support. I need to know following things: 1. I want to know how can I send email with attachment in zoho support.? 2. can I use HTML,CSS into webform for customize the form? 3. Can I create a link in web form to send data?
How is it best to handle tickets from other support systems?
We regularly liaise with other support companies and find that their auto response creates a new ticket in our zoho system and then our response creates on in their system, which issues a new auto response and we get stuck in a loop. Normally after 5 or 6 of these occurrences it seems to stop. Is there anyway to prevent this?
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