New equipment approvals
Hi all, I want to create an approval chain for our new starters equipment requests. I have created a new user request template, but I want the ability to send the request through an approval chain. Is there a way to do this? Thanks
deactivated departments showing up on ticket screen
For the past 2 weeks or so, when I go in to the ticket creation screen, several deactivated departments are showing up. How can I make them go away? Thanks
Restrict department in Customer Portal
Hello; We have re-configured our departments to only have two - one for tickets that come in by Email and one for internal tickets, mostly created from the Customer Portal. How can we restrict the Customer Portal to only show the one department?
Limit department in Self Service Portal
Is there a way to limit a customer's access to the departments in the Self Service Portal. I want a contact to only have access to a specific department. thank you
Retrieving TAGS associated with cases?
We are successfully pulling various properties, but have been unable to pull TAGS with the selectfields parameter. Is retrieving TAGS possible? If so, what is the field name we should include in the request? /json/requests/getrecords?authtoken=mytoken1234&portal=SAMPLEPORT&department=SAMPLEDEPT&selectfields=(CASEID,Ticket+Id,Category,Subject,Status,Resolution,Created+Time,Modified+Time,Account+Name)
SSL Certificates for domains mapped to Zoho Support
Hi Zoho Team, Where can I find the steps and costs to implement SSL certificates? I have 2 paid accounts, each has its own sub-domain name mapped to it. Thanks, Noel
Tickets Missing
When trying to access the All, Open and Closed tickets all of the tickets have disappeared. What may be the cause of this? Thank you
Customer Portal Users - Creating New Contacts
Hi, Recently, I added two new contacts to one account. I then follow the steps to invite them to become Customer Portal Users. When I clicked the "Invite Portal User(s)" button it asked for the email ids. I did entered them and they received the invitation. The problem is that one of them "created" a new contact that is not associated with the account, therefore he is not being able to see the cases logged by the other users in the same account. I deactivated this user, (which name is only the first
Reg: To fetch all fields, from your web helpdesk
Hi, I have reviewed your api here - https://www.zoho.com/support/help/api-guide.html#API_Available There is no methods are available to fetch fields from your web based help desk. Can you guide me please ? Here my questions are, 1) How can i fetch the fields ? 2) How can i send the data to the tickets module via API ? Thanks, Fredrick.
AVERAGE RESPONSE TIME ON MY WEBSITE
Hi, I would love to be able to show my customers what our average response time is before they submit their ticket. Is there any way of doing this?
Associating remote auth users with zoho support contacts. without inviting
I have the remote authentication working! From what I can see there is only one way to make a contact a support user that can login. "Invite the contact" which expires. Is there a way to bypass this signup process. Since we are using a different credentialing system, they have accounts but not tied to the zoho support system contacts. How do we manage this for existing customers? How do we manage this for new customers which we assign a system id and password?
iframe (or something else) for portal customization
Hey zoho, can I use iframe in the customer portal customization of zoho support? I tried to customize our customer portal a bit, but other than changing colors and adding/removing widgets, not much seems to be possible... @all: how have others solved this? We are not happy with the appearance we can get out of the customer portal, but we do like the functionality. Any recommendations?
Custom field is only part exported in custom report
Hi there, I have changed the pick list called category, to have about 20 different categories, where one of them is assigned as standard. Following that I have created a report where I want to export among other things the category. When I run the report it only shows some of the categories in the category column and not all. One of the categories not being shown is the standard set category. I need to have all the fields part of the report to be added when I run the report, if not what's the point
Help Center Article Answer length limit
I continually get the message "Answer max length limit exceeded" I understand that it may have to do with the HTML character limit but what is the maximum answer length allowed?
API cannot find case numbers???
Hi, We've been building the API for weeks and cannot find the field name to retrieve Case IDs. the Case ID API returns is not the 6 digit case ID assigned in the system. This is very important. thanks
Delay creating new tickets when e-mailing
We have just started using Zoho and have an issue with mail forwarding. There is a delay between sending the e-mail to support@ourcompany.zohosupport.com and the ticket appearing. This delay varies from around 5 minutes to up to 15 minutes. Really, we need tickets to be created instantaneously. Is a delay normal or is there is an issue with our account?
I do not see invite users in the customer portal
Click Setup In the Channels section, click Customer Portal and then click Users Click Invite Portal User(s) Enter the e-mail ID of the user you intend to invite Click Invite Is this normal ?
Path to RemoteAuth
Hi, What is the proper path to the RemoteAuth end point if we are using a custom domain (CNAME)? We've tried a wide range of paths and always get a 404. Examples include: https://support.yourcompany.com/support/RemoteAuth https://support.yourcompany.com/RemoteAuth https://support.yourcompany.com/portal/RemoteAuth https://support.yourcompany.com/portal/home/RemoteAuth https://support.yourcompany.com/portal/home/RemoteAuth https://support.yourcompany.com/support/portalname/RemoteAuth https://support.yourcompany.com/portalname/RemoteAuth
Portal invitiation/sign-up errors with Apple devices
I have so far had 2 customers tell me they were unable to get the portal to accept a password when they followed the Invite link on Safari on Apple devices. The first was trying to sign up via his iPad, eventually he gave up and did it on his PC The second is getting the same issue on his Mac His feedback: I get “Invalid Email Address or Password” error Hitting password reset just clicks the submit button and nothing happens Is this a known issue?
Display Tickets on website
Hello, Just evaluating this at the moment and impressed so far. Is it possible to display tickets on my website, just so various people in the organisation can see activity? Regards
My zoho account on my Celphone is losing connection.
I use the outlook to access the zoho email, but he continuously lost the connection.
Help Center departments
OK, has anyone ran in to this before, and if so, did you come up with a solution? We have a few departments that we have marked as disabled, but they still show up as Categories in the Help Center. I need to get rid of them. And, if possible, I would like to setup my own Categories instead of defaulting to all of the Departments - is there any way to do this? Thanks!
Rescind Invitations
When we implemented the application, the previous administrator did a mass invitation to contacts (many of which are not valid). The status is sitting at "Reinvite." Our clients are limited in the number of support portal users that they can have for the customer portal. We need a way to rescind these invitations and clean up the system. Any insight would be appreciated, even if it is a backend fix.
Removing deactivated users
When our Zoho Support was installed, we somehow had a bunch of email addresses pulled in and setup as users by accident. They have all been deactivated, but now I need to remove them - how do I do that?
Customer "Super User" Functionality
When we implemented, we understood that the next release would include a "super user" type of functionality to allow selected contacts at the client site to see all tickets for their organization. I do not see that functionality in the new version that you have out for trial. If I were to gauge my clients #1 complaint about your application, this is it. Can I please get a status on this?
Unable to Edit "Show to Customer" on Comments
We previously had an option to edit the Comments to "Show to Customer" or "Hide from Customer". It looks like that functionality is no longer available. We have many situations where a comment is added and the agent neglected to check the box. There are also situations where we need to hide comments where the discussion is internal to our agents and development team. When we implemented your application everything was imported incorrectly and we have been working on cleaning it up, but now cannot.
Unable to create user which was deleted before
Unable to create user which was deleted before like I have created id sales@windream.co.in and deleted it but now I am unable to create same id, it says user already exists. please can one help me.
Multiple file upload for Zoho Support
Dear Zoho Support Team, Is there any chance you all will support multiple file upload via drag and drop or multiple file selection for Zoho Support? This would really help speed up the process of adding multiple files to a ticket if needed. Thanks, Thomas
Multiple Agents Editing Single Ticket
We have multiple agents who need to be able to take individual ownership of tickets before working them. I am running into an issue where multiple agents open the same ticket and assign themselves to it. This is leading to duplication of work because both think they are the only one working the ticket. My previous support system would alert subsequent agents that the ticket was already assigned when they tried to assign it. Any ideas on how to make sure the first agent to assign locks out others
Average Response/Resolution Time
I've posted about this before but can't find it now. The average response time on the support rep home page doesn't respect business hours. I really need this figure. Right now I export the information to excel and run a bunch of formulas to figure it out, but that is clunky and bulky. Is this still on the radar?
When replying to support request in ticket management and using template, the "Reply to" feature of the template not working
I have set up a template to use for "replying" to customer tickets to request new information. This template includes the "Reply to" field with an email different from the sending email. However, when the email arrives at the customer inbox, the sending email is pre-poplated for the customer to the sending email and the specified "Reply to" address is not even an option. The "reply to" works great with any email coms set to auto trigger. See attached screenshots of the template used and the
how to create subpages
please guide me how to create different subpages
Advanced search page does not appear in Chrome browser
Nothing happens when I click in the Search field and then click on "Advanced Search" in the dropdown. It works OK in IE, but in not in Chrome. (If I put the url from IE into Chrome address bar, the page does load.)
"Submit a Ticket" form default fields
Is it possible to remove the email field in the "Submit a Ticket" form. I am wanting to put a shortcut on several desktops that open IE and land the user on the "Submit a Ticket" page to put in a ticket. Some of my users do not have an email address so I dont want it to be required.
Remote Authentication Login URL Missing Timestamp
Hi, We're trying to get remote auth set up. When being redirected to our login page, the timestamp (TS) GET var is not being passed. Isn't this required to handle authentication between systems? Here is an example of the request coming off the support "Sign in" link: Request URL:https://auth.xxx.xxx/remotelogin.php Request Method:GET Status Code:200 OK Remote Address:104.236.XXX.XXX:443 Response Headers ---------------- Connection:Keep-Alive Content-Encoding:gzip Content-Length:24001 Content-Type:text/html;
portal customization tabs
If I change the on-off sliders for tabs in the portal customization and click "publish" it tells me it's saved, but no changes appear in the preview or the portal itself.
Want to delete the customer portal users
Hi, I want to delete few customer portal users, which I have added it for the testing purpose. I am only able to deactivate them but I am not able to delete them. Actually I want to add them as agents. As the e-mail id has been used while adding them in customer portal user, I am not able to delete them. Please do the needful. Thanks & Regards, Kumaran Balasubramanian.
How to convert Support agent to Customer portal user
Hello , As i need to convert 2 Support agents to customer portal user , Please help me doing this and Email id's are. khadeer.ismail@chimeratechnologies.com deepakd@chimeratechnologies.com Please help me out ASAP
How to restrict access to Zoho Support to just within our office, by IP(s)?
I cannot find anything in the Setup or in the forums about IP restrictions for Support product. We would like to limit access to the tool from just our office. Please advise,
Zoho Support > CRM intergration
Hello, We have set up support get all of the accounts/contacts via integration from the CRM. Our question is what do we do to when we get a new contact via the zoho support to get them into the CRM? Many Thanks Peter
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