I cant add article in helpdesk
I get message Unable to process your request ← Go to Home Page What is wrong?
Delete Contacts in CRM will it delete Customers in Support if Synced
Hello I had a number of test Contacts in Zoho CRM that I deleted out and assumed when it synced with my Customers in Support that they would also delete from there. This doesn't seem to occur. Is there something specific I need to do? Does the field "contacts modified after" affect this in some way? Thanks KW
How do i implement the SLA`s
I want to learn how to use inside the "Notify" the "scalate" Option, i have been testing the variuos configurations and its not working as i was expecting: Scenario) When a ticket has passed a specific limit of time, for example 12 hours, according to one of the SLA; the ticket must be scalated to a level 2 agent. How do i configure the SLA in the Scalated option
Need to remove user from customer portal to add as an agent
Hello, I have 5 users that have been setup in the customer portal that I need to be removed so they can be added as an agent. Would this be possible? If not, what process should I follow to convert from a end user to an agent? Thank you, Zachary Leitner
Error sending emails
Hi Error sending emails Error while processing the request! Unable to send message;Reason:554 5.1.8 Sender Address Blocked User ID: 42823679
Not Receiving Support Emails
Hi, Emails sent to my default Zoho Support email are not creating tickets (support@xxxxxx.zohosupport.com). Please help!
Google Apps Group Email Not Forwarding to Zoho Support
Hi, Are there any restrictions on using Google Apps "Groups" to send email to my Zoho support email address? Mine is not working. Thanks.
Report Scheduler in Zoho Support
Hi, there. Could you please show me where the Report Scheduler in Zoho Support, the new version, is? Is it possible to schedule dashboards also, (in Zoho Support new version)? Thank you.
Cannot add images or attachments to article
I have tried attaching an image into the article, and also to attach a spreadsheet to the article. When I do this nothing happens. I uploaded the spreadsheet in Zoho Docs to see if that would help, but nothing comes up there either.
I can't register on the platform
When I try to create a new account for bussiness, I appears an error and can't continue. the domain is coffeeplus.com.co and i have access for ftp and cPanel and this domain is purchased recently. I don`t understand the problem, can someone help me? thanks
Create re-occuring (calendar-based) tickets
Hello, is there a possibility to create reoccuring tickets? For example every last day of the month I have some governance tasks to be completed. And I want to be reminded about those responsibilities. 2nd question, is it possible to block ticket closure in case there are unfinished tasks?
Customer Portal Customisation - Allow Contacts to view all Tickets from their organization (Accounts)
Is it possible to add a "My Tickets" filter in, so that the users don't have to sift through the entire account to find their own tickets?
New ticket : contact name
Hello, Is it possible to not make the contact name obligatory when creating a new Ticket? Because we create tickets that are not bound to contacts but accounts. Tnx
Ability to read Agent Chats
Hello, I was hoping that with the Zoho Support upgrade that it would finally be possible to read the chats that Agents are currently engaged in, or chats that have concluded. I am not able to see the full chat, only the top portion and there is no way to scroll down to see the full chat. When trying to assist Agents with difficult customer questions via chat, it is important for supervisors to be able to review all that has transpired in the chat while it is actively occurring and also after it
UGRADED TO ZOHO CRM PLUS AND NOW MY TECHNITIANS CANT ACCESS ZOHO SUPPORT
So We decided to upgrade to crm plus which we think it was great to follow up everything across the business but now out technicians can't access zoho support , like they don't even exist anymore , does this mean i need to pay extra $60 per technicians just for them to use zoho support ? not connivance at all.
Reusing agent account
Hi, I´m trying to re-use an agent account, but it doesn´t work. We have a few deactivated account that we want to use for new employees. I found in the manual that we should be able to re-use an accounts since we pay for accounts even if they are inactive. I can change everything but not the email address on the account. How do I do that? Thank you in advance, Ulrika
auto assign rule
Is there a way to create a rule to assign a ticked once received to a particular product based on the email subject Thank
What is the best way to add a knowledge base solution to keep formatting consistent?
My company and I are currently evaluating Zoho support and the customer Knowledge Base in particular. I was hoping I would be able to copy and paste from Word seamlessly, but that doesn't appear to be the case. Does anyone have suggestions for keeping formatting consistent throughout your knowledge base? The formatting options available appear a bit limited. I'm not comfortable using HTML not that I wouldn't consider learning it better and using it for formatting solutions. The ability to copy
Support Email
Hi, For the last few days we have received email tickets with no issue. They have always been a little delayed but we get them and they get added into Zoho Support. We now don't seem to be receiving any at the moment. Nothing has changed as we have not touched DNS etc. Is there a known issue today? Thanks Lee
[Spelling corrections] On questions
Hi everyone, There are some french words wrong spelled that I would correct directly on my portal, but I'm not able to for the moment. It concerns the french word "Question" which is feminine, but considered as masculine. It's not serious regarding our french clients.
Required field
How can I set Resolution as a required field before a ticket can be closed by a support tech?
Live Chat from Desktop App
Hello, I'm trying to add a live chat support to my desktop app. 1. Is this a good idea with Zoho Support? I think it is simple, add button to my desktop app that opens a chat window? 2. Can I pass some parameters (that will be provided from my app) while opening the chat window (like Name, email, and maybe a custom field with activation key) ? Thank you, Davor
Is it possible to update the Case Owner using zoho support API?
I want to update the "assigned To" Field for a ticket using Case ID. The Case ID i am fetching using this API https://support.zoho.com/api/json/MODULE/getrecords?authtoken=AUTHTOKEN&portal=PORTALNAME&department=DEPARTMENTNAME So can anyone please help me in this?
file content is not available Message on all Support Tickets
for Every e-mail in every ticket through our Support center, all I see is "file content not available". This has been an issue for over 12 hours. This happens in Chrome and in IE, and does not go away with a Cache clear or History wipe. This is a huge priority for Moderators to fix, unless I'm missing some simple solution.
Zoho Support & Mobile Friendly Live Chat
Hi, My company recently purchased a subscription to Zoho Support, and we have integrated the live chat feature into one of our websites. The float button/window combo works well, but we noticed today that the chat window is not at all appropriately sized for mobile viewing. When accessing live chat on a mobile device, the chat window appears in a new tab, which is fine, but the form fields and chat responses are way too small to be utilized. Here is a screenshot from my Galaxy S5. A colleague also
SLA Targets
We require an SLA target for ticket response as well as ticket resolution; although I can't find a way to set this up within Zoho - We're pretty close to purchasing the service but unless the helpdesk can complete this feature like FreshDesk can we are more likely to go with them. Thanks, Johnny
Close my account and delete my original account (gmail)
No puedo cerrar mi cuenta. Intento por todos los medios. El problema es mi correo electrónico original (gmail.com) no existen ahora, y es imposible cerrar esta cuenta. ¿¿¿Que puedo hacer???
Deleting an Email Notification (using a public email template)
Hi, I used a public Email Template to send notifications to agents for different actions. I am now trying to remove the notifications but do not see anywhere to do this. Can you help please?
Company Name in Contact List?
How do I get the company name to show along with name and email address?
Webform customization
Hi, Is it possible to add custom fields to WebForms? Can products can selected as picklist in webforms? Thanks.
Audit Log History of a Ticket
Hello, How can we view the Audit Log for a ticket? Specifically for user actions on a ticket?
Default view is Old Version. How to Switch to new one?
Cant seem to find the pop up that other users has, any other way to do it?
A Few Items | New Interface | Comments | Assigning Tasks
Hello Zoho Team, In the new version (GUI) how can we keep the "Private" comments in a single area or to remain at the TOP of the thread at all times? In the old version "Comments" had it's own tab. Now the user has to scroll and hunt for comments... I'm I looking in the wrong place? Comments need to be efficient to locate, we should not have to hunt for them. Assigning Task. Can we assign tasks to another Agent from one department to another? Example: Department A requires a task done by Department
Cannot reply the ticket through zoho support
When response tickets generated from the forwarded email the response always failed. It showed Momentary Issue with the mail server. Would you please check for us?
FAQ's - New Version (Beta)
Hello All, This is a set of quick help for users who got access to the new version (beta) of Zoho Support. Based on most asked queries we received from our users, I have put together some basic FAQs that will come in handy to everyone. 1. Merge Tickets : 2. Mass Update : 3. Loading Issues : If you happen to notice that Zoho Support page keeps loading for a long time with the three bouncing dots. Then try the following workaround. - Access the below URL, make sure to replace the word <PORTALNAME>
ZOHO Support API not returning all fields
I am having a problem getting all the fields from zoho support api. I use the getRecords without the selectFields for the support api and am not getting all of the fields. I am using this url format https://support.zoho.com/api/xml/requests/getRecords?apikey=MyAPIKey&ticket=MyTicket&portal=MyPortalName&fromindex=1&toindex=200 I only get these fields CASEID, DEP_ID, Department, CONTACTID, Contact Name, Email, Phone, Subject, Request Id, Due Date I cannot seem to get request Owner or anything else
Help Center Search/List of Related Articles for External Website
Good day! I'm sorry if this has been asked before, but I would like to provide users of my web application with a list of help articles that are related to the part of the application they are using. For example, if I have someone in their user profile in the web application, I would like to show a list of related help articles dealing with user profiles in the application. Ideally, I would like to embed a search widget that shows search results from a programmer specified search term. Thanks, -dj
The new UI Support and CRM
1. Do I have to do something in Support to activate the new UI? I have it in CRM. 2. When I integrate with CRM it only import from CRM. In the instructions it would with the new UI also update CRM (2-ways). But it wont work? What should I do to get it to work? Have the same db, email and referens API.
Rollback new UI?
How do I change the UI back to the previous one? The new UI is bogging down work tremendously. I'm sure customer feedback drove the changes but honestly, you've incorporated way too many UI obstacles and there is way too much text going on in the Zoho Support portal for the flat design approach. Thanks..
How do I revert to the old version of Support
Im not a fan of the new lay out. I have taken the tours and would still prefer to go back to the old version. Is this possible? If so, how do I do it?
Next Page