Active directory integration and password set up
Is it possible to integrate our active directory for authentication when logging into the Customer Portal? If not, would it be possible to automatically set the password for all portal users that are created?
Email
Is there a way to make it so if we send an email from the support email account that it does not make a ticket, when we send emails and there are say 4 responses there are 5 tickets made
Migration from Zendesk
Hi, How long runs the migration from Zendesk to Zoho Support? We started yesterday morning and we still get no notice at all. Is that normal? I only see the notice that the migration is running and I should get a notice when it is finished. Thank you and kind regards, Marco
Notification when new email arrives in ticket
Is there a way to send a notification when any email reply arrives in a ticket? I see a trigger for customer replies, but we would like to set this up for any email that arrives.
Happiness Rating Error 400 On Save
I am getting an Error 400 when trying to save any setting change in Happiness Rating and the yellow boxed Loading message pops up and never disappears. If I reload the page the settings are all unchanged. The error I am getting is: POST <Our Support Url> 400 (Bad Request) If I paste the above redacted URL in the web browser and load it, it loads the Happiness Rating page ok. Tried in IE, Chrome and Firefox, same error in the console/firebug. Any suggestions?
Active Directory User import / integration
Greetings, My company has over 2000 users and we were wondering if there is any way to import users from Active Directory or any other form of Database. We are over 2000 users (contacts) and we have about 300 locations (accounts) to enter in and some way to import would be very helpful. Thanks, Derek
Change who the support email is from.
Right now when a email is sent out from our support email, like when ticket is created or closed, its header info looks like this: Carriage Services <support@carriageservices.zohosupport.com> We are trying to make it less vague and have it say something like "Carriage Services Helpdesk" but I can not figure out how to do this. I have changed the department name that the email is attached to and I've changed the friendly name to reflect what we are looking for. Any help will be greatly appreciated.
Approval echo
Hello Zoho, I'd like to ask about Zoho Support functionality. Is there any Alert system or Filter, how agent can be informed about or how to filter tickets sent for approval / already approved? When agent sent ticket to leader for approval, leader get e-mail with request. Than decide by clicking on Approve or Reject, but original agent is informed about Acceptation/Rejection nowhere, only by mail. It will be very useful to get some notification or ability to filter "approval waiting/finished" tickets
Automatic ticket creation on outbound calls.
Is there anyway to stop a ticket being created automatically each time an outbound call is made? I am using the enterprise version (CRMplus) and the Twilio integration. Thanks
Cannot access Zoho support
Hello Zoho, we cannot access our Zoho support https://support.zoho.com/support/btechscz from any our account. Everytime we login to Zoho and choose from Menu "Help desk software" "Support" we are redirect to page where we can create new support site. Thank you for soon reply!
Company account
Hi, Currently we test Zoho Support and we are missing one function that we use with our todays ticket system. Perhaps we are doing something wrong? We have a group of users that are part of a company. Currently, a customer can view only his request information from the customer self service portal and not the questions from other users in his company. This is an important feature, can you please give me a tip how to implement? Kind regards, Marco
Removed credentials to support site
Hello Zoho Support, I deactive three test Agents in our https://support.zoho.com/support/btechscz/, but with that step, I lost access to whole Support Support site. Our main obc***@ still should be Administrator, but when I log in to zoho.com with this account and try to access Support site, I get everytime the site where I can create new support URL (Sign Up for Enterprise Plan). No access to recent created Support site. Of course, if I try create new one with same address, system warn that it already
Remove Attachment from ticket
Hi, Is it possible to remove an attachment from an incoming email ticket? Sometimes our users send us sensitive data which we shouldn't see. Thanks, David
An updated to the Contact search was made recently, making it difficult to find a contact by last name.
Is there a reason why this contact field only returns results if you search by first name now. If I search by first name I can get the correct contact. However, If I search by the Contacts Last name I can't find the user at all. If I click on the magnifying glass for the Contact search. I can find the user by last name. This wasn't an issue until a few weeks ago. Thanks for all your help and support! Thomas Pursfull
Can I make Help Center Articles Private to Agents Only?
I want to use the Help Center for internal only documentation that would not be shared with customers who are portal users, just agents. Our default permissions are public/read/write. Is there a way to do this? Assuming I can manage the permissions of the Help Center, is there a way for me to create certain content that is available to portal users (or to specific portal users) vs. what articles would be available to agents?
not able to create tickets. Free plan
Please help me solving the issue. When someone sends an email to to zoho support id, ticket is not getting created
NEW TASKS
CAN'T ENTER NEW TASKS
Test Development environment for development
I would like to know is it possible to have a test environment for development which would be setup at zohos end?
Can't move tickets between departments
Greetings, We are setting up our department structure for my company and while testing I've noticed that when a customer adds a ticket through the customer portal, it locks that ticket to a certain department and it can not be moved. Is there any way to change this? We have a main ticket queue where our field locations submit tickets and our agents then route them to the correct department, but this can not be done because of the ticket being locked to a certain department. Thanks in advance for
Ticket notification to our email
Hi, I'm not getting any email notifications to agent on new tickets. It is ticked in settings and email template is created but nothing happens. Do i completely misunderstand the concept or what? Is it supposed to do email notification to agent's company email at all? BR, j.
editting forms and contacts, and searchable areas
I am trying to update our ticket forms, as well as our contact forms, I have them so they are mirrored with same fields as well as layout. Now, I would like to know how, on the ticket form, we can make a custom field a searchable field, meaning we added a customer ID number, we want to search contacts for this ID number. Now as it is now, when we search using the name field, it will pull up the contact add populate some fields but not all of them that are entered on the contact information screen,
help with contacts and ticket interactions
I am trying to set up how tickets and contacts interact, meaning how to set it so we can search for contacts through the ticket window. I have ensured all the custom fields are matching in both sections, but when I go to search from the Ticket form, it only allows me to search using the Name field, we want to be able to search using name, ID (custom field) and phone number When I do a search for a name, it will pull up the data, but the information is not populating all the fields, even though the
Open Ticket in new browser tab
Hello, i want to open tickets from the list view in a new browser tab by holding the cmd key and click on the ticket url. Unfortunately that dosn´t work. If i right-click on the link and select "Open Link in New Tab" it works, but that is not want i want. I guess it´s some javascript that prevents the normal browser behavior. Is there any chance that zoho change this behavior?
Time Entry and Time display per ticket
Hi all, Have two questions or suggestion related to time. 1 - Is there a way to show total time on the ticket screen? 2 - Is there a way to enter time on comments and resolutions?
Help with Using API
Hey. I'm trying to sync our internal user list with the contacts in Zoho. Trying to use your API to do this. Unfortunately, I don't think the documentation your supplied is enough. I'll ask a few things that has confused me so far - can you clear them up. If its documented somewhere a URL to that page is enough. 1. Authtoken When creating Authtoken, I have to specify the scope(https://support.makeadiff.in/support/makeadifference/SetupPageLayout.do). Can I see a list of all the possible scope so that
Developer API - Access thread details
We would like to use the developer API to export the message contents (emails in and out) from support tickets. Is this possible? Also, are comments accessible via the API? Thanks
Phone number of India support
Hello, on the support page , I just called the number for support in India (+91-44-67447000) and it sounded like a fax machine.
Turning off email notifications
Is there a way to turn off the email notifications completely? When searching to see if there was a solution to this problem I noticed that concerns regarding a fix to this have dated back five years. Has a solution been developed?
Built in Email Client irritations
Things I find myself doing a LOT with the email integration: 1. Going back to my desktop email client so that I can paste screenshots into outgoing emails. Any chance you could enhance your email client to that it supports inline paste, like http://snag.gy/ 2. Forwarding an email that I've received on my personal account to the support@ address, only to have the ticket created for me, and then forgetting to update it, and having all the replies go to me and not the customer. Any chance you could
archiving helpdesk tickets
how long are closed tickets archived for?
Aıto response to helpdesk email address
Hi, We get support requests via email. Also we activated the auto response feature so that we can notify customers that we got their message. What we need to solve is according to our setup, sometimes we need to send emails from the same email address that Zoho support uses to Zoho support itself. And we dont want it to notify that "yes we had your ticket". How can we solve this? Thanks
EOL for POP Mail Accounts in Zoho Support
I'm Larry and I lead customer success for Zoho Support. Part of my responsibility is to reach out to customers and ensure they adopt newer things, especially newer things that drastically simplify their work. This post is about one such crucial change. About two years ago, we first introduced Email Forwarding for Zoho Support. Since then, I've been personally communicating with customers to ensure they switch from traditional POP to email forwarding. Here are the top three advantages that Email
Auto response e-mails
Hello everyone, We're just in the process of swapping over to Zoho Support from another help desk system. The only problem that we've noticed so far is that when a customer e-mails in to our support addresses, they are supposed to get an auto-response e-mail, to let them know that their e-mail has been received. The customer does receive the e-mail but it's taking over 10 minutes from Zoho receiving the customer's e-mail, to when the customer receives the auto-response. Is this normal or is there
Is it possible to handle attachements via the Zoho Support API?
Looking over theZoho Support API Guide, programaticaly adding tickets to Zoho Support doesn't seem complicated. However, my compaby wants to handle attachments as well. Is there a way to do it via the API?
Domain Mapping troubles...
We are still having trouble getting the domain mapping to take. We have set up the C-Name per the instructions, and all seems to be recognized. However, the instant we actually map the domain in the setup, support locks us out until we delete the mapped domain.
Mass Update Contact on a ticket for Support
Is there a way to do a mass update the contact on a support ticket.I need to change about 22 support tickets to a new contact because so that all users can see all tickets. I tried doing an import but it does not recognize the existing ticket ID number.
Zoho Support Error
Hi I want to set up Zoho Support be messed something up. Can I please get some help setting up my account. I already use CRM. I run support tickets for several companies. This is the error message I get: Dita 404 Not Found The server can not find the requested page: www.bcswebsites.com/support/bcsgroup/ShowHomePage.do (port 443) Please forward this error screen to www.bcswebsites.com's WebMaster. Apache Server at www.bcswebsites.com Port 443
Help in generating URL to apply specific filters and to select specific column names.
Hi Team, I have couple of reports that i need to run daily using specific filters while pulling the data. I want to automate it using API's . Can you please tell me how to understand the URL that i should generate everyday to get correct data. help needed with 1) filters 2)columns 3)scheduling Regards, Surendranadh.
Metrics report
Hi, My company uses Zoho + which includes Zoho Reports. I'm currently trying to set up a metrics reporting plan for the Zoho Support side of things. What I'm trying to find out is how to get the metrics we need for our customer service department. The current metrics I need are- -Total number of tickets (overall and account specific breakdown) -Average response time -Average number of threads -Average resolution time If someone can explain how to achieve this end result to me or link me to some
Certain types of emails not reaching Zoho Support
Since the issues around the attacks were highlighted yesterday, we have noticed certain types of emails aren't reaching Zoho Support. Some of the emails got through to Zoho Support overnight, but not all, and now new emails from this morning aren't reaching Zoho Support either. Some of the emails are coming from a no-reply email address. Other emails have 5-7 pdf attachments. I have manage to forward on the no-reply email from a different email address and it has reached Zoho Support. I also sent
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