How do I report on the submissions in the community section?
How can I create a report that would like the ideas submitted, their statuses and descriptions? I can't seem to find it in the reports creator.
How long does an "Emergency" ticket take to answer?
I sent an email to support 7 hours ago and an "Emergency" ticket 4 hours ago But no one answers. I added a forum post, but it's not yet been moderated / posted on the forum after 3 hours. Your phone number says 24 hour support, but, I live in the UK and when I call +44 (20) 35647890 (the UK number) I get the message "Calls to this number are not being connected". I have tried from a mobile and landline and get the same message. Please can someone help me with my query? It's a simple password
don't receive mails
I have just successfully set up Zoho Mail using my own URL 99waves.com I can send out emails, but cant receive any emails
Forward to a Friend
Under Zoho Support, is there a feature where I can add a button to an email that forwards an email to a friend? If not within Zoho Support, is there another Zoho application that might accomplish this?
Unable to receive response from customer
Hi, We are currently having issues with our Zoho Support. We are unable to see customers response after we respond to the ticket they have opened. It's like we cannot see their reply with helpdesk (which is us..) though our customer said they did reply and we can see them come in to our email when we login but NOT ON ZOHO SUPPORT. Please help this is Urgent. Thanks, Tyler - Virtual Wonders
Notify All Agents when a ticket is closed
Is that a way Support can email to all agents when a ticket is closed? Thanks
NoSender
Hi i was not able to set up forwarding godaddy told me i can not use an email address already in use for forwarding unless i reset the email address which will erase a lot of support emails. Anyway so i set up cc. My problem is since I set my zoho email to automatically receive a copy of all emails sent to my original email, the from address shows "NoSender" and tells me it is possible spam. Which obviously its not. This has been for all the tickets i have received. All the tickets are showing NoAddress
When I go into Setup Tab and click on something I receive the following error message
Insufficient Privileges to perform this operation. Contact your Administrator. Back to Home. What shall I do? Best regards, Birant
Your Customer Portal is now integrated with Google Analytics
In an update we shipped last week, we've brought your customer facing self-service portal close to Google Analytics. This'll help you understand how your Help Center is used everyday. Here's a (non-exhaustive) list of things you can do via Google Analytics for your help center: Identify keywords that users search for before landing on your Help Center articles. Monitor the time spent by users on each article page. Observe the navigation path of users on your Help Center. Understand what devices
Automation Rules
Hello Support Team, We were trying to automate the ticket creation to assign the tickets automatically to concerned people. But now we have two questions regarding the same. 1) We have created a custom field for ticket classification, say "testing". Now what we need is, if any ticket created under this classification should be marked as "Unassigned" and send notification to two user agents only out of 9 agents. is that possible? if yes how can do that, if not Could you please tell us an alternative
I can't keep my POP access enabled.
When I change it from disabled to enabled, I get a confirmation in the bottom right hand corner that the changes have been saved, but when I leave, and then go back into settings, it's back to being disabled. I just bought my first iPad, and I can't send and receive e-mails through my zoho account, unless I enable the access. How do I do this?
Is it possible to display the department info in a custom ticket view as a new column, so you could add sorting option to the top?
Dear Support, Just wanted to ask if it's possible to display which department a tickets is in as a new column, this is only when your in the beta All Departments option you, recently gave us. Its working great thank you, just would nice to see where the ticket resides, and also add a sorting option. I know that the value is displayed under the ticket subject however it would be nice to be able to sort by Department, Agent, and Status. Here is a screen shot for reference: Thanks, Thomas Pursifull
Zoho Support Sending Failed
Seem to be having a problem replying to tickets, after writing our response and hitting send there is a "Sending Failed" error, is there any way of fixing this as a matter of urgency, cannot get through to the support team via telephone.
Customize Chat Pop Up Time
Is there a way to change how quickly chat is offered to your customers? We'd like chat to be fully available (no lag time) from our contact page. In other parts of our service we would not want to offer support for longer periods of time. Can you customize it beyond the pre-set options for 30-120 seconds?
Hiding the "Subscription" and "Setup" link at the top right hand corner
Hi Support, I am trying to the the "Subscription" and "Setup" link at the top right hand corner from my agents. I have tried the different options in the customize profile I have created for my agents, but I don't seems to be able to hide those 2 links. Can you advise how can I hide the links? I do not want my agents to be able to view the admin tab and also the click the subscription link. LK
System wide problem in Zoho?
Hello, We have some troubles forwarding our mails to Zoho and replying our tickets. In Twitter I found out some other people also mention @zoho with different problems. Is there any technical problem? Thanks.
Create ticket for every incoming email
Hi, Is it possible to create a ticket for each email that is send to our own emailadress, rather than @zohosupport.com? And to automate the route/assignment from there? Thanks
Create alert or workflow rule for when a customer exceeds support allowance in a month
I use the Reports feature of Zoho Support to generate monthly reports of the time our agents spend working on tickets for a given customer. We have a set amounts of hours (e.g. 10 hours/month) that our customers can use for support. Using reports I can quickly see a sum of the hours that a customer has used so far in a month, but I would like to automate a process so that if a customer has reached X number of hours of support in a month, an alert of some sort gets sent to me so that I'm aware.
How to restrict agent access to account?
Is it possible to segregate agents by account access? For example Agen1 can access to Account1 and Account2, Agent2 to Account3
Is there a way to set the default display preferences for the ticket list?
See picture - this setting reverts on logout...
Tickets By Contact + Tickets By Account Report
Dear Support, Is this possible to have a report that included both the Contact Name and also includes the Account Name? As, it doesn't appear possible? Just thought I would ask though. Thanks for all your help and support!
See all open tickets in All Departments using the Ticket View.
Is it possible to see all open/pending tickets in all departments in the Ticket View? So we don't have to change to each department to see what open/pending tickets are there. Just wondering how to do this if needed. Thanks, Thomas Pursifull
Iphone App "Invaild User"
Hello, I recently installed the Live Support on my website to see what it's all about. I also downloaded the iphone app to accompany the service yet every attempt to sign in, reset passwords (read through help forums) I have yet been able to login successfully. Each time I receive the "Invaild User" and the file download process stops after the initial user name and password is entered. What do I do? Thanks in advanced, john
Sending email to customer from Zoho Support
Hello I wanted to know if it is possible to send an email to customer from Zoho Support. I created a new ticket with some subject text and customer email address but no email is send to customer. Michal Pakier
How do i configure work time?
how do I set the work schedule and this be considered when estimating the SLA ?
Tagged views not working correctly
Please see screenshot description of problem.
Acknowledge account when the ticket is closed vs Notify ticket Owner when a Ticket is completed ( Option Doesn't exist )
Dear Support, We have the CRM linked to the Support. We have the option to Acknowledge account when the ticket is closed turned on. However, we are noticing a slight issue, with how we are using this option. I'll try and explain the scenario we have Accounts in Zoho for our clients who we do Web Development for as well as Marketing. We have account managers the talk with the clients about issues or changes to their website or other services. These account managers are submitting tickets on behalf
Support blank web form generation
Hello! I have been trying to generate a web form for my website. However, when I hit the generate button I get blank code area as you can see in the attachment. Can you help me with this?
Zoho support on my website
Hello, How can I integrate zoho support on my website? If is possible. Thank you for any advice. Martin
Support Policy agreement when activation of customer account
We want to be able to have our customers agree to our support policy before they activate their account. This should be another page that they will need to click the i agree button and then we should be able to see if they completed that when they signed up. This will really help us understand if the customer has violated our policies. Thanks Regards, Kim
Able to Change Forum User Names in Zoho Support
Hi There, We would like to be able to change our agents and customers names in our forums in zoho support. Is this possible? Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Telephony app for Free users
Free users should be allowed to integrate an outside app in zoho to take calls in their help desks. We use Skype for customer calls and its good! Zoho support should get a Skype App. Regards, Kim
Sales IQ App for Zoho Support
We should be able to use the Sales ID option and chat with visitors within our help desk without having to load or use another tab for the chat dashboard. Reply soon Regards, Kim
Is it possible to obtain contact address on support tickets?
I currently have a (new) paid subscription to Zoho CRM & Support. I have imported my customer data into the CRM and connected the two. This works perfectly. However, we are evaluating this as an option to replace our current ticketing system which is Autotask. Autotask lets us obtain an address for a contact when creating a ticket. Is it possible to obtain an address - that will feed through to the CRM - for a contact when creating a ticket? I know I can add a custom field, but this is quite useless
Creating Signatures for Replies in the Forums
We want to be able to create a signature for our agents so they do not have to keep typing our their info for each reply, This will save us time and the customers time. Hope this helps Zoho Support. Regards, Kim Customer Support Manager @ Jacob's Sales & Tech Store eBay & Amazon.com Seller
Google Analytics Not Working
Hi Support No data is appearing in my Google Analytics account even though the correct tracking ID has been added. Any ideas? Many thanks
Assign/Route rule fails to execute
I am trying to build a workflow in Zoho Support utilizing Request Assignment Rule (see screenshot below.) The rule is supposed to execute upon record creation. However, it is not triggered when a new matching request is added to the system by Zoho Creator function call. What could go wrong here?
Notification rule fails to execute
There seem to be a problem with triggering automation rules in Zoho Support when a request is added by Zoho Creator via a function call. I would like to enable all agent notification rules (see screenshot below.) They work when a request is created manually via Zoho Support interface. However, the rule "Notify All Agents when a new request is created" is not triggered when a new request is added to the system by Zoho Creator. Please fix it as soon as possible!
eliminate Twitter connection error message
Hi, I've recently started getting an error about connecting to Twitter everytime I go into Zoho Support. We've never used Twitter and don't even have an account. How can I stop this error message (see attached) from showing up? Thanks, Scott
Email forward delivery failure with file attachment.
Dear Zoho Support, I just noticed that this email is not getting in the system: This email had a .mp4 file attached it was around 19 megabytes. Delivery to the following recipient failed permanently: videos@progressivedentalmarketing.zohosupport.com Technical details of permanent failure: Google tried to deliver your message, but it was rejected by the server for the recipient domain progressivedentalmarketing.zohosupport.com by mx.zohomail.com. [74.201.154.201]. The error that the other server
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