Random assigning ticket to Agent and Advanced Permission Settings feature
Hello, we use Advanced Permission Settings and I have this questions: (1) Is there any way to use function which randomly choose agent to whom will be new received message (ticket) in Support asign to? Like totally X people = team work on customer service, but ticketing is not so fast and there is not auto-refresh, so it's possible to assign one ticket to agent1 by himself and till agent2 doesn't refresh, he can assing same ticket to himself - "steal" it to agent1. That's possible with Advanced Permission
Live chat option is gone
Disappear from the Help menu and i can't find the link anywhere. Please advise. Thanks, Gadi
Cant reply to tickets again
Hello guys, I can replay tickets again, i don´t no why my account is block? What i have to do? contato@televo.me Thanks
Zoho Support Sending Failed
All users on our team are receiving a "Sending Failed!" message when trying to reply to tickets in Zoho Support. I see looking a history on this type of topic that it's probably a server config problem on Zoho's side but want to make sure it isn't something in our environment that's broken. Thanks for quick assistance!
Problem to verify Email for forwarding in Gmail with Google Apps
Hi! I'm trying to Forward emails that arrive to my "support@mycompany.com" email to the "support@mycompany.zohosupport.com" email in Zoho Support. When I add it to Gmail the Verification email never reaches Zoho Support as a ticket. I also configured the Email Routing in the Google Apps admin console following the handbook you have. Also tried with the "Spanish" version of the email: soporte@mycompany.com to soporte@mycompany.zohosupport.com Also tried to send an email directly to "soporte@mycompany.zohosupport.com"
Error in Sending and receiving emails in Zoho Support !
Dear All, Our sincerest apologies for letting you down. We are experiencing an unexpected mail-server failure that stalled both the incoming & outgoing mail service in Zoho Support. Our Engineers are working on it at the moment and doing their best to resolve this issue as soon as possible. We can assure you that there will not be any data loss due to this email outage. We will keep you updated on the progress via this post. You’re patience and understanding is much appreciated. Sincerely,
New Zoho Support UI - Duplicate email issue
We just started using the new Zoho Support UI, looks great however. We use to be able to submit tickets on the clients behalf an use our agents email address but now with the new UI update we get the following: Duplicate Contacts with the same email address exist, Please choose the appropriate and proceed The only reason we did this was to avoid sending out change requests to our clients when the request was submitted by the Agent. And we also have on the support notification emails so instead of
i cant received email why please help ,Problem in sending email while doing IO operation
i cant received email why please help ,Problem in sending email while doing IO operation
Contacts from Email with other fields
Hi, I am emailing tickets from my Wordpress site to Zoho support. This means that my contacts are all the email sender from my Wordpress site. Is there a way to interpret the email to create the correct contact? 1) email = reply-to address 2) parse subject line? how have others solved this? regards, Michael
Forget Admin user and password
Hi, I am forgetting my admin account details. I am using info@shri-industries.com mail Id. Please help me to retrive this account.
SLA Escalate to Group or Role
Is there any way to escalate an SLA to a group or role instead of specific agents? Specifying specific agents becomes problematic when they leave or switch groups.
All Departments Report view is only available to Admins
Dear Zoho Support Team, Is there a reason that only Zoho Support admins can view the All Departments Reports? Thomas
Invalid email linking Zoho CRM with Zoho support
I am trying to link our Zoho CRM account with the trial version of Zoho Support and when i introduce the email of the administrador of our Zoho CRM and the ZCR code when submitting the form i get the follwing error message: Invalid ZohoCRM Admin Email. Please provide a valid Email. What can i do to make it work?
Set Status of Forum Posts
As an agent, I can see a button called "Set Status" for forum posts. It appears to be a dropdown button, but nothing happens when I click it. How is status set for forum posts? In our case, a customer has added a problem to the Forum and it creates a ticket automatically. I can work the ticket as an agent, but the Forum post does not display comments or status. If I cannot mark the status somewhere, how does the status filter work?
How to upload external css and javascript files in customize?
Greetings Sir/Madam, How to customize theme in zoho? How to add external CSS and Javascript files. I moved my html source code in html editor but deleted my external css and javascript source code and etc. Please advice how I will achieve this. https://support.zoho.com/portal/lingapos/home 2. I read one article about theme files structure. How to upload template files and configure please guide me. 3. Right now we are using trial back. its achievable please advice
Disable Mail Send Option
We are currently implementing Zoho Support and are seeking to disable the 'reply, 'reply/all', 'forward' buttons from certain profiles. I understand this is found in the 'Edit' option for the profile we would like to change, however when we click on 'Edit', we can alter the upper options via checkboxes, but are presented with "You cannot modify other permissions for this profile." for the lower section which contains 'General Permissions' and ultimately the 'Mail Send' option. We have tried to
configure 'From Address" for each department
In Home > Setup > From Address, we need to have each of our departments reply back referencing the same Email address as the 'From Address', but it will not let us use the same address over again. Any work-arounds?
Merge multiple fields for email subject line
Hi, I am trying to merge to fields (ticket ID and case description) into the auto email response template's subject line however was unsuccessful. Below is the coding that I am using now: [#${Cases.Request Id}]${Cases.Description} Appreciate any feedback on this. Thank you!
Guide domain mapping in zoho support
Hi, We have issues to configure domain mapping in zoho support. We have configured a CNAME in our DNS panel and we have configured domain in zoho support configuration: https://www.zoho.com/support/help/domain-mapping.html But it isn´t running. Can I help my? Thanks and regards
Cannot create sections in Help Center
When I want to create a section in the Help Center I get the following message: "Already a category/ section exists in this name. Please change it." This is not the case and I cannot add any subsections without receiving the same error message either. How to resolve?
Can't login with registered account
Hello everyone, Im having some problems about login registered account I sign up account nda@ymim.tech and while verify domain "ymim.tech" , unfortunately i closed my browser, And then I go back to verify again, but I can not login with registered account before I got message need to verify account to login, but i have no any way to login An,
mail to case no more working
Hi, when i send normal emails to support@esrifrance.zohosupport.com, zohosupport mail to case does no more work ( new case creation / append to existing case ) It was working perfectly till a few weeks ago. When my colleagues send normal emails to this adress, mail to case is working fine. Can you help ? Has my email adress been blacklisted or trottled ? Thank you for your help Regards Eric
Customers are not receiving images in the ticket replies
Hi! I am using Zoho support and upload a lot of images to my ticket replies to explain certain issues and resolutions to my customers. However, I've started to get complains that my customer does not receive the images. When I tried posting to myself I did get an e-mail, but the image was broken. I use G-mail. The images are uploaded to the e-mail-text and I usually use the "Full width"-feature. If I instead attach the image, it will work - but I do not want that. What to do?
View Ticket link in email
How do I remove the View Ticket link in the auto email that goes out to customers?
Outlook pluggin
I would love an outlook pluggin even if it's as basic as when I reply to a mail it adds the merge field and iD to the subject line automatically
Please don't hide status of Overdue tickets.
Currently, when a ticket is overdue, the word "Overdue" comes in place of the status. That is very impractical. We have statuses like "Waiting for customer approval", where the ball is not in our court. However, from the overview, we cannot see that, because it lists the status as Overdue. In my opinion, Overdue is not a status .
Moving tickets between departments
When a ticket is moved between departments, is there any way to assign that ticket to someone? Currently when a ticket is moved from department A to department B, it shows up in department B as unassigned. I have tried working with "assign/route" and "workflows" to find an effective way to assign a moved ticket, but I cannot seem to get it to work properly. Thank you.
Ticket Status - Departments
I know how to customize the ticket status options via the setup menu. Is there a way to have different statuses for different departments? For example, Dept A's workflow is different than Dept B - would like to have different custom statuses for Dept A and Dept B so that I can look a ticket at a quick glance and know what the status is.
Captcha en version gratuita?????????????
Quiero poner un Captcha a mi formulario para evitar el spam en la opción de Herramientas avanzadas dentro de la edición de mi formulario me aparece el captcha pero no puedo habilitarlo o arrastrarlo para poder integrarlo. Mi duda es : el captcha solo esta disponible en la version de paga?????????????????????? Gracias
Unable to create Zoho Support account
Hello, I'm trying to create a support account but I'm stuck on Please wait ... message for a long time. I tried it couple of times but still get the same message. Nothing happens. Please help.
Create ticket abeam email .
Good afternoon,
Where can I set up in my Zoho Support the option for the call is automatically opened with the e- mail client ?
I have reviewed several settings , but I think I have missed something, because the email to the box support @ ....... the ticket is not open .
Can you help me ?
Grateful.
Unable to receive tickets by email or on customer portal
I created a new support instance yesterday. I have been able to process inbound tickets from the web form and to be able to create a ticket from within the dashboard. I have forwarded my company email to the Zoho support email that is assigned within Zoho support email from my instance. I cannot however not receive any inbound ticket from any email I send to. I've tried to send to the internal email address and to my support email address (that is forwarded). No tickets are created. I created
Departments
Why I can not delete departments
Categories not working for help articles
The categories drop down doesn't seem to work so I can't create any help articles? Is there some trick to making it work.
Credentails
Is it possible to use support contact credentials to authenticate on a third party website?
Is there a configuration option that removes the 'On Behalf Of XXX Support' from the From email address when sending replies from a ticket?
I've configured several FROM email addresses, one for our internal Support email account and a few for specific agents. When we send a reply from within a ticket, selecting one of these as the FROM, the receiver sees 'support@XXX.zohosupport.com on behalf of XXX Support XXXsupport@XXX.com' I would like the reply to just show the FROM that we selected and not the zohosupport email address since we aren't publishing that to our customers. Thanks in advance for your help.
Merge files
I would like to configure my merge fields so duplicate tickets are not created Is it possible to have Ticket ID subject with in a time period Also merging same subjects stating with RE: When the agents on the help desk reply through outlook it contently creates new tickets between email rules and merge fields how can i stop this from happening?
support set up
when I log in to 'Support' I am sent to the Enterprise setup. I would just like to set up the free version to determine if it will fulfill my needs. How do I skip the Enterprise setup?
Invite email not being sent
Hi I am trying trial version of Zoho Support. I invited 2 person as agents using their email address that is set up on zoho mail and it does not look like it is getting to them. However when I send to their other email address (like gmail) they did receive the email. Anything I am missing?
Customer Portal - Costumization
Can I create a custom widget that I add into the Zoho Support - Customer Portal.
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