Why Due Date does not change when I open a ticket?
Hey guys, I'm having a little problem using SLA priorities. When I open a ticket and select the priority, the due date does not change or gets the date and time set up in the SLA manager. I want to know why this is happening, or if I'm not using the SLA priority correctly. PS: I'm a PRO user. Cleverson Darsie
due date
Hi all,How to calculate the due date automatically (new ticket) ?
Unable to Process Your Request when submitting a ticket
Several of my users have reporting getting an error message when submitting a ticket in the customer portal. This happens on Google Chrome, not sure of other browsers. If the browser is then closed and reopened, it works fine.
Push notifications every minute
I had a problem start today where I was getting push notifications on my iPhone for a customer who had not sent a message, except for 2 earlier in the day. I emailed him directly from another address and he verified that he had not sent additional messages. I checked the site, no messages. App showed no new alerts, neither did site. push notices were happening every 20 minutes or so. I reset the app and now I am getting them every minute. One push every minute, maybe ever two.
Is there a way to set Zoho support knowledgebase/articles with open access? Or workflow for support/chat/subscriptions
We have a website that requires users to login already and each user has a user name/password. We would like to make our "articles" part of that website, but not require the user to have a 2nd login... Do you have a suggestion on how to do this? Would zapier work? If not, is there a way on zoho support to add live chat and subscriptions tied into zoho support? So for example, if a client renews a Service Agreement and they call in, zoho support already shows their agreement is "active"... Any workflow
Customer Portal Customization - Adding custom placeholders
I am trying to modify the customer portal within Setup -> Portal Customization. I wish to add a couple of new placeholders in the tabbed menu. I can see from the HTML Editor that I can add pre-defined placeholders but how can I add custom placeholders where the content of the placeholders will be a webpage from a specific url? For example, I would like an extra placeholder called "Downloads" which reference a website at http://www.mydownloads.com and display this website within the content. Furthermore,
Email
Hi How can I change the support@xyz.zohosupport.com to support@xyz.ch?
custom reports
I currently have 7 license and considering adding an additional 5 but the biggest issue and what is holding me back, is the ability to create custom reports. I am currently using Vintatio and they have a great custom reporting system, the only downside is the cost which is the reason I like to migrate everybody to Zoho, but these last 5 users have specific reporting requirements. I keep hearing of an roadmap and upgrade but have not seen anything yet including adding features or improvements. Can
CRM Data Transfer
Am I able to transfer product info from Zoho CRM to Zoho Support? Am I able to transfer custom field data from Zoho CRM to Zoho Support?
How to create a Category
This page https://www.zoho.com/support/help/setting-up-community-forum.html says to create a category you start here: Go to Setup in Zoho Support >> Community. But I don't see the Category option under Setup. Is it inside one of the buttons in Setup? I looked through all of them with no luck. Thank you!
Would it be possible to automaticlly respond to a mail
Would it be possible to automatically to a ticket so that the mail with merge ticket id can be responded to from outlook
Mandatory fields in Ticket Generation
While generating Support ticket, The Mandatory field to enter is contact , May we change that mandatory field to Accounts ? As there may be many common name contacts within a Account or different Accounts.. It would be more easy to generate ticket with Account name instead of mandatory contact entry. And in mobile app version , Ticket displays with contact name highlighted & not the Account name, So due to many common contact name it’s difficult to recognize the ticket Account. & one has to edit
Product Price Showing In Product Tab
Hi A product price has appeared below my products in Support/Accounts/Products. Unit Price is a removed field in Setup/Layout/Products. The price shows as -$£0.00 for every product. How can I remove this? Thanks.
Inbound email marked as Spam in Support
Hi Support, Since you changed the inbound email process last month, I have noticed that the "Mark Spam" feature is not working anymore. If we mark inbound requests as spam, it doesn't stop them! We get several alerts emailed into our support address every day, some of these for example are "Success" reports. So we mark these as spam as we don't need to open request tickets for them. But since the changes last month, these emails now generate requests everyday. What can we do to make the "Mark Spam"
Support Request Template fields disappears when click in description field
We have created some support request template fields. When you go to use one, however, everything disappears once you click in the description field. See video. http://screencast.com/t/zPVfzfkuI36
How to remove a support ID that doesn't exist
I am having issues adding an agent to our support software, because it states "Zoho Support ID already exists. please use a different Zoho support ID" How can i delete something that doesn't exist and how can i get around this? Thanks Scott
Is there a way to hide/show fields on the load of ticket forms?
Is there a way to hide/show fields on the load of ticket forms?
How do I retain an agent assigned to a ticket when moving it from one department to another?
I have an agent in two departments. When I move a ticket from one to another, the agent assigned is unassigned and the ticket is left unassigned. How do I keep the same agent assigned.?
Limit agent access to tickets
I have beginning level agents who I want to ONLY SEE tickets that have already been assigned to them. I don't want them to see any unassigned tickets. I have a custom filter so they can filter for just their tickets, but I cannot tell in Profiles how to limit access to only these. Is this possible? thank you Jim
Post date tikect
Good day, Is there a way to post-date a ticket, e.g. work that was done on a previous month be able to create a from March on April. but reflect on the march report.
How do I use addrecords from vb.net?
Hello, I've been tasked with using zoho support for our ticketing system. As I try to add zoho into our existing web form I have come across an issue. I really want to use zoho since we plan to use the CRM as well, but I can't get this simple task to work. Typically when submitting xml data I'd use something like this: Dim req As System.Net.WebRequest = Nothing Dim rsp As System.Net.WebResponse = Nothing Dim Request As String = "" Request = Request & "authtoken=MyAuthToken&portal=PortalName&department=Support&xml="
Error connecting to Zoho Support to Facebook account
When I select the Facebook integration option below I receive an error from Facebook. How can this be resolved? Facebook Error:
Support portals opening tickets automatically
Sometimes a customer will email in a ticket to us, and they will CC another support vendors ticket system at the same time. What results is a nightmare of tickets being opened on each support system automatically back and fourth in a loop forever until someone intervenes. How it happens is that we send a response "your ticket has been created" that response goes to the other companys support system and they respond "Thanks fro the email your ticket has been created" and then our ticket opens a
Move STATUS field in ticket
I want to move the STATUS field in the Ticket. I tried doing this in Layout, but that just affects the ADD TICKET area. I want the actual ticket to show STATUS at the very bottom
user
Having trouble getting my user into zoho!!!! Help
Remote Authenication
My organization just turned on the remote authentication option in order to use a single sign on from active directory. It works with everyone that was created and invited as a portal user prior, but new users can not sign in. It displays a message saying the user does not exist or is deactivated. When we try to add them as a contact and invite to the portal as we did before, the option to invite no longer shows up. Is this a bug or am I missing something?
Mandotary Selection
Dear Support, Is there any way to create a mandotary selection list. If a ticket has opened, user should select one of value on selection list before close the ticket. This feature is really critical for us, Thanks in advance, Sinan
Workflow rule not working correctly every time
I have a workflow rule set up that is not working correctly every time. The Criteria is the same for every ticket that it should work for. Execute on: Create Criteria: Subject contains Bounced agent email AND Email is noreply@agentsmutual.co.uk Actions: Set the fields to: Category: Leads Sub Category: Bounced lead/email Due Date: 2 days Sometimes the actions are set. I thought it might be because the tickets are being created outside our business hours, but some tickets outside our business hours
Delay on tickets created by email on Zoho Support
Tickets are not being created when sent to our Email configured under Zoho Support. please help
Can't verify using the CNAME or the TXT method
Help I can't Verify my domain I have tried everything to doing cname to txt method. my domain is KanerGFX.com
ALL DEPARTMENTS view
When viewing ALL DEPARTMENTS tickets, it would be great if there was some identifier in the TICKETS window showing what department they are associated with. I love the ALL DEPARTMENTS view, but the ability to see at a glance which department they belong to would make that view so much more meaningful.
"Unable to process your request" when changing zoho support-zoho crm integration Mappings
When We have been trying to sync a zoho support Account with the zoho crm, there is an error "Problem in updating the account. The value mapped with "Email" field is invalid
Is there a way to change field type from radio to multi-select?
I have a form with a Radio button field type. I want to change it to Multi-select. Changing the appearance only provides me with the Drop Down alternative. I am hoping there is another way. Please let me know. Thanks.
Agents cannot forward, just saves as Draft
I am hearing from agents who are trying to forward a ticket to someone not an agent, and the forward is not working, rather the email is saving as a draft... they are not able to SEND I can go in and SEND DRAFT Wondering why they cannot SEND?
Required Dependency Fields
When creating dependencies amongst two fields, how do I make the second field required?
Portal Not Displaying Correctly
Hi Guys, My customers are reporting they can't use the support portal correctly as it is not displaying correctly. I have investigated and have found it is to do with the SSL. I used Firefox and found that when I tell it to ignore the non secure content everything displays correctly, but I can't expect my customer to be doing all of this fiddling so is there a way to work this out? Thanks, Dwayne
Delivery Notification: Delivery has failed ,
Respected sir, I am getting error 1) Your message cannot be delivered to the following recipients: Reason: Over quota 2) Email Outgoing Blocked Daily Mail Bounce Count Exceeds Limit [ Bounce count=20 ] How to increase Daily Mail Bounce Count Exceeds Limit? sometimes I Have to send many mail. so please help to solve this issue. 3) Undelivered Mail Returned to Sender Please Help as soon as possible.
Department Change SLAs
We have an issue where we change a department for a ticket. We have an SLA applied to all tickets for all departments (72 hours). However, when we move an item to a different department to original SLA is overwritten. I was looking into setting up a new SLA or Workflow rule to apply the original SLA but do not see any options in the rules for when a Department is changed. Has anybody else ran into this and what workarounds did you have for this?
Zoho Support "Description" not returned from API call
Hello, Currently I am calling the the Zoho Support API using the getRecords query. In the response, the description field (the comments between the support agent and the user) do not come back by default. In order to see them, the field "Description" must be included in the selectfields query in the request. When the Description is included, the response only includes the first comment. Is there anyway to receive the entire conversation thread from the API? Also, is there anyway to update the description
Alert on timely fahsion
Hi, If I get a high priority ticket, I need to get email alert or SMS alert say every 15mins . So that if I am busy with any other work I can check this by seeing the alerts. Please give the solution. Regards, Sivaraj
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