Sending failed
We're currently having problems just responding to tickets, whereby when you click to send it says sending failed at the top. Then when you re-open the ticket I've found it's submitted my response but only half of it. Please help. Thanks, Richard
License check failed. Contact Zoho Support
sh run.sh ./../classes/:./../lib/ZohoTeleAdapter.jar:./../lib/HTTPClient.jar:./../lib/AdvWmsCommon.jar:./../lib/AdvWmsServerCommon.jar:./../lib/json.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar =============================================================================== . . REMOTE_HOME: ./.. . JAVA: /usr/bin/java . JAVA_OPTS: -Dadapter.home=./.. -Djava.util.logging.config.file=../conf/logging.properties . CLASSPATH: ./../classes/:./../lib/ZohoTeleAdapter.jar:./../lib/HTTPClient.jar:./../lib/AdvWmsCommon.jar:./../lib/AdvWmsServerCommon.jar:./../lib/json.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar
My template blew up in the middle of designing it.
I was building a template for requests and had done quite a bit of work on it saving it after each change I made and it suddenly popped up with lost connection to server message and when I went back to the template all the design work was gone. All the fields are off to the right side but the text in the body and everything are gone. Has anyone had this happen to them? Does anyone know how to recover the template? At my previous job I brought SDP onboard but on an internal server. This is my first
Changes to Social Media Settings
A key change in Facebook's API effectively restricts us from pulling Wall Posts on Facebook Profiles into Zoho Support. Page posts will continue to work fine. Also, going forward you cannot search for posts(both public and network) in your Facebook account. As a result of this change (amongst a few others), we've had to do some changes to the way we handle social media profiles under the hood. Administrators will have to re-authenticate Facebook and Twitter accounts once again from within Zoho
Is it possible to rearrange the CRM Contact data for the ticket view.
Currently, we have the Support linked to the CRM. There is data in the CRM account that our staff use for their work right now it all links but they have to scroll down can click on more information to get to the Website data they need. Is it possible to change the order of the CRM data being displayed? Here is some screenshots to help you know what I'm talking about. An here is the data at the bottom I would love to move more toward the top of the page for the staff members: Is this possible with
Duplicate users for customer portal and contacts
Hi, We are trying to setup the customer portal so that when users register they have to enter in their name, email address, organisation and phone number, however the form only asks for their name and email address. In addition to this, it creates a new user which is separate to the contacts listed in the all contacts section. I'd like it so we only have one contact per person and not duplicates. I've noticed there is an option for merging contacts, however it's not feasible to find contacts where
Exclude new ticket email notification based on email address.
Is it possible of have a list of email address that I can attach to a department or other option, So that I can turn on the auto-notification email of a new ticket base on the address? Right, now I just implemented Zoho Support for my company progressivedentalmarketing.com I have a new department called Domains - Email. I turned off the email notification due to the fact that we get tons of emails from email address like no-repy@domains.com or other. However, my understanding is that if the auto-notifier
Sending failed error on reply to ticket
I'm receiving Sending failed error on reply to ticket and i'm receiving too much auto generated tickets from cyberelectronics on every 5 mins
Setting up Forums
Hello, I'm setting up the community forums and was wanting to know if we can remove some of the forum types - we'd like to implement "Ideas" and "Announcements" but not show "Problems" or "Questions". Is this possible?
Making a Pick-list field mandatory
Can you make the pick-list field mandatory? There is a default status, which means it's not blank. I would prefer to have the default state to be blank and give an error if the help agent forgets to classify it.
User login record
Hi, Is it possible to get user login record of all our support reps defined in the system?
Custom Forum Statuses
Hi There, We should be able to customize our own forum statues. This way we can add whatever status we want. In some cases the maybe later status should be planned. And we should be able to add additional ones as well. We really need this and hope its done soon! Regards, Kim Support Manager @ Jacob's Sales & Tech Store eBay & Amazon.com Seller
Support having problems displaying comments from Bug Tracker
Some characters don't come through correctly. Also: no photo; not a "big deal" but weird.
Able to Add Customers As Forum Moderators
We have some customers that we trust and these customers have supported us from the beginning and we want to make them a community moderator. Who is this possible? Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Modifying the picklist field Priority with another name
Can you modify/change the picklist field name from "Priority" to something else? If not, can make the request to have that capability? To change names, hide in layout, etc.
Placing a chat widget on portal with Free Plan
Free Plan users should be able to place an external chat widget on their portal regardless if they have the chat feature or not on their plan. Please look into this and reply soon Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Ticket opened by e-mail
Dears, Is it possible to avoid customers receive the replay thru e-mail? I mean, I would like to "force" customers to use web customer portal instead of re-open a ticket thru e-mail (even though it has been opened via e-mail for the first time). Customers always would receive a notification when a ticket was replied with a link to access customer portal. Thank you in advance for your support. Regards, Sidney
Help Desk Automation - Assign Tickets to Agents Automatically
We want to see a feature on the free plan to automatically assign tickets to specific agents. Hope this helps! Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Copyright my help desk articles?
Is there a way to put a Copyright statement on the bottom of each of my article. Thanks Michelle
Enable chat error
Getting this error when trying to enable Chat. "You must display atleast one department in customer portal before your enable chat." There are six departments enabled. This is a bug. What is the solution?
Allow Customers to close their own accounts
Hi there, We have had a suggestion come to us that customers that are in our portal would like to close the accounts their self from their end. Is this possible? Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Customer is not able to sign in
Hi, Earlier customer was able to login into support portal, Now he forgot the password and when he is putting his email id so it says email doesn't exit into the system. From admin panel, I am not able to delete the customer from customer portal and not able to re-invite him. How he can access the portal again? Regards, Manish
Interact with a ticket by e-mail - Zoho Support
Is it possible to interact to a ticket sending an e-mail? I know that it is possible to open a ticket, by sending an e-mail to xxx@zohosupport.com. But how can a client interact with a ticket only by answering the e-mail? Best regards Giuliano
API Get Records By Search Question
I've made a custom field called TFS Incident for our Support Tickets. I am trying to use the Zoho API to try and search for Zoho tickets with a particular TFS Incident, but it keeps coming back saying there are no results even though I know that there are Zoho Tickets with this particular TFS Incident since I created them myself. Here is a sample url: https://support.zoho.com/api/json/requests/getrecordsbysearch?authtoken=token&portal=ourcompany&department=ourdepartment&searchfield=TFS Incident&searchvalue=12345
delete users, impact on billing
hi, i have 6 agents on support, i want to delete one to reduce my bill. is it possible?
What is the definition of an Agent ?
We are a subscriber for Zoho Mail and is interested in the Zoho Support feature. May I know what is the definition of an agent ? In our company we have 1 helpdesk person and 4 technicians. All communication with the customer is done by the helpdesk person. When a support request is received, the helpdesk person need to assign to anyone of the 4 technicians. When the task is done, our technician will email to our helpdesk person on the status. How many agents subscription do I need ?
Adding an option for customer feedback in Free plan within the help desk
We should be able to get at least simple feedback with or from customers on the free plan. Just makes sense Regards, Kim
Business Hours On Free Plan
Business hours should be available on the free plan to go with our SLA default. Kind Regards, Kim Dir. of Communications/Office&Product Manager/Customer Account Manager @Jacob's Sales & Tech Store
How to set a field to be displayed in the Customer ticket query portal?
In the field of registration is scheduled to be presented , but the same does not appear.
Consult: Customized Reporting in ServiceDesk Plus
Hello Help me please to design a report in ServiceDesk Plus that shows the different states that the requirements have managed over a period of time, such as Open, On Hold, Resolved, Closed. Greetings and thanks, Vir
Not getting the emails as tickets
Dear good afternoon , We are not getting the emails as tickets in our system " zoho support" . We have this problem all day . Our website : https://suporte.2aliancas.com.br Regards
how to automatically marge identical cases?
I get multiple cases if someone send mail to two of my agents. How can I identify and marge this cases to one case?
Connecting mail and Zoho support system without forwarding
Hello, We're looking for an option to transfer the mails in our support mail account as tickets but we don't want to forward automatically. Can we configure the IMAP setting of the mail we use for support? Thanks
Agents in different department not receiving interdepartment tickets
I have one department sending tickets to another department, but the the receiving department isn't receiving anything
Deleting customer portal users
I need to remove someone from the Customer Portal because I need to make her an agent in Support. But I can't delete her. Please help!! This NEEDS to be done.
Lock Display Preferences in Web Interface
I want the Display Preferences to always: - Sort by "Due Date" - "Records per page" set to 50 and to have it sort ascending. This way, I can create a filter that shows the tickets that are due today first and hides everything else. Quite a lot of times, the "sort by" changes to something else and I find a always have to set it anew. Is there any way to lock it?
Can't use "To Address" in the assignment rules
Can someone help me with the Ticket Assignment Rules? I m entering a rule that will use the To address and it does not seems to work. I use "contains" or "is" but they do not do the job. Are there any limitation I need to know about it? What exactly is the To Address? not the Address in the "to:" inside the ticket?
Create Ticket on an Account in Zoho CRM
Why is it not possible to create a ticket against an "Account" in Zoho CRM? It seems it has to be a "Contact" This doesn't make sense, as f.ex I want to create a ticket against a Company, not a contact person. Is there a setting to enable this or is this a design flaw/feature?
Why does zoho cc the system email address when responding to tickets?
Hi guys, We're wondering why Zoho CC's the system email address when responding to email tickets? It even mentions this in the help guides but doesn't explain why. What is the point of this? It looks strange on the email to see the address cc'd. Is this necessary? How can we remove it? Thanks.
Emails never arrive as tickets
Hi I am trying to setup my Zoho Support but it emails sent to my zoho support email never arrive as tickets. I am using the default domain Zoho provides for testing purposes xxxxx@xxxx.zohosupport.com. I hope you can help me. David
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