Incoming support tickets show up slowly?
Incoming Support Tickets show up only 1 hour after receipt in the associated email inbox. They are tagged at 1 hour once they do show up online. Is this expected delay?
Could my zoho support account be deleted please?
Hello, We have moved to another support platform, and I would like to close our Zoho Support account. I have deactivated all the other users. I am the only administrator and therefore the only one left. Could someone from Zoho please delete our zoho support accounts, including the portal. Thanks! Email me at contactadventistsconnect@gmail.com because Zoho Mail isn't working for me right now.
Agent cannot access account online. Always redirects to homepage.
We have an agent in our account unable to use the system. His account as soon as he logs in, page throws an error and redirects to the home page and continues to give him the error.
Auto assign email tickets based on workload
If we have 5 agents, is there a way to auto assign tickets coming in via email based on current workload (ie, # of open tickets). Also would like to auto assign tickets that come in via phone bridge to the agent receiving the call. Are either of these scenarios possible?
Department missing in Assignment Values area
I am creating a workflow to assign the Office-Department when a ticket is sent to that email address. This is to save agents from having to change that field in the ticket. When I get to Step 4. Actions, and choose UPDATE FIELD give it ASSIGNMENT VALUE NAME of ASSIGN DEPT Then select OFFICE-DEPARTMENT under Fields, I am missing some of my Departments in the list of VALUES.
Re-adding an Agent
I had an assistant, that went to work in another area, and now is back. I can't re-activate her as an agent?
EMAILS NOT WORKING
Please advise when the issue with emails will be working again. Naturally we are having issues with ZOHO Support AGAIN which is nothing new to us.
Mass re-assignmet
Is there a way to re-assign all tickets en-mass that are owned by one agent to another?
How to best create a calendar appointment in Google Calendar or .....?
noob alert: After taking a call and creating a Request (and possibly a new Contact), we then assign that Request to an employee. I think I will then create a Task (or maybe not?) for the employee to contact the customer and schedule a support event. Or sometimes i will assign the Request to the employee and schedule the support event for them. In either case, I would like the event to be on the Google Calendar for my employee. Or perhaps I need to use a Zoho Calendar instead, but then how to synchronize
Create Ticket to Send Email to Contact
I'm not sure if im doing it right, but I was kind of hoping if I can create a ticket and then the contact for that ticket will receive to contents of that ticket.
ZOHO support API, Unable to search records
Hi, I have managed to connect to the API successfully using authtoken. I see all the content as required, but I am not able to search the records based on the fields as suggested here. Here is what my url looks like : https://support.zoho.com/api/xml/requests/getrecordsbysearch?authtoken=MyAUTHTOKEN&portal=MyPORTAL&department=MyDEPARTMENT&searchfield=Subject&searchvalue=Support This is what is been returned, when I actually have 'Support' in my Subject fields <response uri="/api/xml/requests/getrecordsbysearch">
Promoting Zoho Support
I have just signed up for Zoho Support as a way to bring all of my inquiries from ZohoCRM, facebook, and twitter to one place. I would like to start promoting it to my contacts. What is the best way for me to do this? (i.e. send out a mass e-mail with the support portal in Zoho Campaigns? put it in my e-mails? )
Workflow: "Does not contain" subject line keyword trigger not working
Hi, I have recently created workflows to trigger automated reply using defined response template based on keyword triggers from sender’s emails subject line containing words such as “technical”, “help”, etc. While this workflow works perfectly, I have then noticed 2 automated replies in my test run; (1) auto reply is from the auto acknowledge contact when new ticket is received (see notification rules under Setup), and (2) another auto reply from the workflow’s subject line keyword trigger. I have
Department customization
I'm deciding if start with a zoho support evaluation, so i'm verifing my features checklist though documentation on line. Is it possible to define different custom fields for different department ? thanks in advance. Dario.
Mobile Browser freezes on draft auto save
If I am using my mobile broswer (not the app) to respond to a ticket, I can type out my whole response but when the system goes to save a draft, all the buttons (inlcuding Send) are greyed out (or lighter tone, indicating that you can't use them) and it stays that way indefinitely. What I have to do is type my reply in my notes app, then copy it, open the ticket, hit Reply, paste the response, then send (before it attempts to auto-save the draft) Not quite so much of an issue now that I was able
iPhone app doesn't match up with setup
So I went to answer a ticket via the app last night and found out that even though I have everything configured so that messages are sent as from support@mysite.com, the app reverts to support@mysite.zohosupport.com as the From and CC. If this is how it actually sends things, this pretty much makes the app completely useless to me. I guess I'll test it out with a test ticket to find out if that's just what the app says and then it actually does something different. Either way, it's a bug.
Tighter integration between zCRM and zSUPPORT ???
Are there any plans to have better integration between crm and support? We use CrmPlus and have access to the dedicated zoho support add-on but due to poor integration we use CRM cases. We will eventually need to move to a dedicated support portal but with the current setup this will mean migrating totally to another provider. I'd appreciate any info on future integrations between the two.
Search Ticket (Request) by Ticket ID
Hello, Is it possible using the Zoho Support API to search Requests (Tickets) via Ticket ID? Any help appreciated! Thanks in advance, Paulo Silva
Mapping Dependency Field in Support
Can you create a cascading dependency on more than two fields? Example: List 2 depends on what is chosen in List 1. Can list 3 depend on what is chosen on List 2? And list 4 on list 3?
Is it possible to restrict portal users from viewing email threads?
I would like portal users to be able to see the status of a ticket, but not all of the emails associated to a ticket (as there may be internal communications that I would rather not have the customer seeing). This doesn't seem to be currently possible, but this would be a nice addition. Perhaps like the "eye" icon for the comments. All emails in the thread could be "turned off" by default, and only those which were "enabled" could then be viewed by the portal user. Since I've just learned that the
Screen is blank when I click on ticket link
There are a couple of tickets that when clicked, return a blank screen. Please see video for details. http://www.screencast.com/t/Ml6eyAwowz
Waiting on Requestor Template
In regards to the status of 'Waiting on Requestor' we would like to modify some of the language on that template. However, when we are under 'Setup'-->'Templates' we do not see a template to modify for this status change. Where can we find this template to update the language on the template that is sent to users when a ticket is applied with the status of 'Waiting on Requestor'.
Zoho Cases Vs. Zoho Support Add On
We are a growing tech company and need to figure out the best practice of tracking our client issues and problems. We were using Cases but feel as thought the support module/addon may be a better fit. However, having to run the import (and it doesn't fresh immediately) and seeing that it isn't integrated into Zoho CRM (and is instead separate) is worrysome. We seem to have just mastered the navigation and setup/customization of Zoho CRM and wanted to get feedback on others who have used both together.
Include Images in email templates
Is there a way to include images in templates that trigger an email?
Customer Portal Button issue
Stupid question, but when someone sends an email to the support email and a ticket is automatically opened, the default Contact Notification templates for things like Acknowledge contact on receiving a new ticket and Acknowledge contact on receiving a reply contain a string ${Cases.CUSTOMER_PORTAL_BUTTON} which places a button link on the email they receive. this takes them to a login screen where they cannot log in or register so they can view their ticket, yet the button says "View Ticket" What
Disable Spam Filter
I have just started using the Zoho Support account I set up a few months ago and immediately, 3 tickets that I had people open went to Spam. 1) there is no indication that tells you this happened. 2) there is no counter telling you that you have messages in SPAM 3) there does not appear to be a way to completely disable the automatic spam filter 4) I want to be able to set up rules as I need them but what I don't need is Zoho deciding that a ticket is spam on it's own. I don't want the spam filter
Close tickets automatically after two hours
Hello Team, We would like to close the tickets from a particular email address after two hours of creation. Below are the things we have to do if the ticket come from particular email address : 1) change field name 2) close ticket after two hours For the first step, we wrote a workflow rule and its working fine. Can you please tell us how can we implement the second one? Note : No need to assign the tickets to anyone. We have to just close it after two hours. Thanks Samir
Inventory not listed in tabs. how do i view inventory
The Products is not an option in TABS. I can add products, but I can't view or list. HOW DO I ACCESS PRODUCTS? to EDIT OR PRINT or view it? Screen shot included
custom reports
Will there ever be an option to create true custom reports, possibly using "Zoho Reports" Thanks Rudy
Zoho Support login issue
After mapping domain I can not access site url. see pic attached
Zoho customer portal error
I have signed for zoho crm we tried to map our domain name in zoho support we had successfully mapped our domain but not able to access portal site. https://support.mudgalengineers.com/support/meportal/ShowHomePage.do
users portal
Good day, Is there way to give access on the portal to a manager for "ONLY" tickets for specific users. Thanks Rudy
Profile not displaying in Field Level Security
We have created a profile under the permissions options. However, when we go to verify the field-level security options for this profile the profile we created isn't displayed in the drop down options for field-level security. We looked into the Profile for this and don't see anything that would cause this not to display.
Tickets from all departments
Is it possible to have agents see tickets from all the organizations departments if they are not a part of all of them? We have agents across 8 departments and we need them to be able to see all tickets, but they don't need to be alerted like they are in the other departments.
Problem with size of Description field in Web Forms
I have successfully created a web form under "Cases" to submit a problem on my web site. The problem is the "Description" filed seems to only be abut 100 x 50 pixels and I don't see any way to change the size of the entry field. There is a "///" in the bottom corner but it can not be accessed in the design form (see attached), and it does not exist in the final form. I would like to make this entry field something like 300 x 200 pixels or larger. Any help would be great - thanks.
After adding an agent and they log in, the site is redirecting them to enter Enterprise information and sign up.
I've added an agent to my organization. When they enter their username and password, the next stop is a web form to sign up to Enterprise services, which I don't want. I'm only interested in the free account, and they cannot log in to my organization.
Adding a CRM potential from a Support Ticket
We use Zoho CRM and Zoho "Support" in a daily basis and know that from some tickets getting in a day you would find a real need from customers and create a new potential in our CRM, but this process can not be easily integrated to the CRM and sometimes you can loose the potential because many times it has to go through a manual process, probably because the agent doesn't have the access to CRM to create this potential or CRM-user loose the following of the case, so it would be very interesting to
How do i change an Agents email address?
I misspelled an agent's email so he can't confirm. how do i change it? I can change everything else except his email
URL
Hi there, After mapping my domain URL replacing default zoho.com URL; we could not access to the support page. How can I revert the URL back to zoho.com default? Thanks in advance, Anoloth
Reportng/Scheme Table for ServiceDesk Plus
Is there anybody here have difficulty on generating report? Say. I am generating a time spent report but it is not easy to filter out by incident/service request type. That's why now we need to create a general incident report with all incident and service request and take a vlookup to merge all fields I need. Is there any way we can have a full scheme table structure then I may easy to create such report?
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