Having trouble with email to ZOHO support.
I have sent several tickets in via email and they don't seem to make it to support tickets. Some people just email me, and I use a forward to get tickets open. This was working up until about mid last week. Any thoughts?
Where can Agents Manuals be stored on Zoho Helpdesk?
Hi, I'm not sure this is the right place for this but will give it a go I'm using Zoho helpdesk for the last 2 years. A new support department is being added and one of the relevant feature for their operation manager is rather Zoho helpdesk is able to store documents that will be used as a knowledge base for their agents. The funny thing is that I was already able to locate a solution to this issue a few weeks ago, but I have spent the last hour looking on the setup screen and was not able to
Our Interface with Twilio Phone# Stopped working
We have had a Twilio # routing calls to our help desk (Zoho Support) for the last month or so. In the last week, it stopped working. The user gets a message "Aapplication Error) The log in Twilio shows us an attempt to use the API would not connect. This seemed like a very simple setup, but something has changed. It looks like the change was on the ZOHO side...Any help would be much appreciated.
Phone support for all plans in Zoho
Hello Zoho Team, Phone support should be included on all of your plans. This way all users can get immediate assistance if its needed instead of waiting for 24 hours for email support. Reply soon Regards, Kim
Translation mistakes to correct on the french version of the Customer Portal
Hi, I have contacted your team by mail since 3 months and 31 mails, but I didn't get a correct answer, so I post my message on your forum. There are some simple changes to make in the translation of the french version of the customer portal. Here are the changes : Title of the second tab : "Mon requêtes" --> May be "Mes suggestions" Title of the third tab : "Soumettre un requête" --> May be "Proposer une suggestion" Title of the third tab : "Solutions" --> May be "FAQ's" In the third tab : "Soumettre
Phone log
When I make a call to a client from my iPhone there use to be a prompt to record the call afterwards. That feature does not seem to be working now. Has there been a change or am in missing something?
Support background Colour
Hi, Where can I change the background colour in Zoho Support?
How do I close my Zoho Support Ticket System
We've moved to another platform. How do I close the Zoho Support part of my account? Do I also need to get all employees to cancel their accounts as well?
minor issue with print page functionality
Hi, Just wanted to report a minor issue. Sorting a report by clicking on a column heading seems to be disabled after using the print page functionality. To reproduce: Generate any report with data suitable for sorting (e.g. Ticket Id, Ticket Created Time, etc) Click the printer icon near top left corner of the report data When the print page dialogue opens either print the page or just close the dialogue attempt to resort the report by clicking on a column header Although the cursor indicates the
Forwarding to zoho support email
I have a problem with email forwarding. My support email adress is: atendimento.sp@valorinvestimentos.com.br I have a forwarding from atendimento.sp@valorinvestimentos.com.br to support@blogdevalor.zohosupport.com and to andre.bona@valorinvestimentos.com.br Since yesterday, I don´t received any email in my Zoho Support email (support@blogdevalor.zohosupport.com), but I received emails in andre.bona@valorinvestimentos.com.br normally! What is wrong? Can you help me? PS: my support email is not a real
Support Portal Privacy Error
Support Portal located at: https://support.getcleartouch.com now showing privacy error. Certificate is managed by Zoho. Please advize.
Cannot access Zoho Support
Hi, Firefox tells me that I am not able to acces support.zoho.com, because there is not a safe connection because of HTTP Strict Transport Security (HSTS). I have not had this problem before. What can I do to connect to support.zoho.com again? Thanks
URGENTLY NEEDS HELP PLEASE ASSIST !
Customer response does not show on the ticket pane in support.zoho
Department not showing average response time, for last 30 days
Is there a reason or setting in the setup for our support departments, because our departments not showing the average response time, for last 30 days? Please, advise. Thanks, Thomas Pursifull
set SMTP in zoho support
Hi, i am trying to put my fastmail account in SMTP configuration (from address), but i keep getting error message. Could you let me know if there is limitation or if it requires specific settings? thx
italian language for Zoho Support
Hello, I have seen that italian is improved in many parts of Zoho Support. When could it be as official language? It is really necessary for us. If you want I can translate it in 2 hours and complete the entire translation.
uploading contact and account details in one action...how?
Stupid question for sure...I uploaded an account list...then I uploaded a contact list separately. This was because there is no upload option which offers both account and contact fields for a single upload. Did I miss an upload option that allows the upload of all contact and account information simultaneously or alternatively, how do I now connect my contact and account lists? Now when I look at my accounts, they have no contacts and vice versa. Thanks.
Exception while trying to add new Product-Vendor details. [ For input string: "" ] Anyone else getting this?
I am only attempting update product pricing for one of 3 vendors for the same product and receive the message above. Any ideas?? Thanks Rick
ServiceDesk Plus On-Demand
Hi, Is this the right place to ask a question regarding ServiceDesk Plus On-Demand? If so, I'd like to inquire about the status of SDF-35387. It pertains to displaying the Status Color Codes in the Request List. If this is the wrong place to ask, can anyone point me in the right direction? Thanks, Tom Preston
How do I report on the submissions in the community section?
How can I create a report that would like the ideas submitted, their statuses and descriptions? I can't seem to find it in the reports creator.
How long does an "Emergency" ticket take to answer?
I sent an email to support 7 hours ago and an "Emergency" ticket 4 hours ago But no one answers. I added a forum post, but it's not yet been moderated / posted on the forum after 3 hours. Your phone number says 24 hour support, but, I live in the UK and when I call +44 (20) 35647890 (the UK number) I get the message "Calls to this number are not being connected". I have tried from a mobile and landline and get the same message. Please can someone help me with my query? It's a simple password
don't receive mails
I have just successfully set up Zoho Mail using my own URL 99waves.com I can send out emails, but cant receive any emails
Forward to a Friend
Under Zoho Support, is there a feature where I can add a button to an email that forwards an email to a friend? If not within Zoho Support, is there another Zoho application that might accomplish this?
Unable to receive response from customer
Hi, We are currently having issues with our Zoho Support. We are unable to see customers response after we respond to the ticket they have opened. It's like we cannot see their reply with helpdesk (which is us..) though our customer said they did reply and we can see them come in to our email when we login but NOT ON ZOHO SUPPORT. Please help this is Urgent. Thanks, Tyler - Virtual Wonders
Notify All Agents when a ticket is closed
Is that a way Support can email to all agents when a ticket is closed? Thanks
NoSender
Hi i was not able to set up forwarding godaddy told me i can not use an email address already in use for forwarding unless i reset the email address which will erase a lot of support emails. Anyway so i set up cc. My problem is since I set my zoho email to automatically receive a copy of all emails sent to my original email, the from address shows "NoSender" and tells me it is possible spam. Which obviously its not. This has been for all the tickets i have received. All the tickets are showing NoAddress
When I go into Setup Tab and click on something I receive the following error message
Insufficient Privileges to perform this operation. Contact your Administrator. Back to Home. What shall I do? Best regards, Birant
Your Customer Portal is now integrated with Google Analytics
In an update we shipped last week, we've brought your customer facing self-service portal close to Google Analytics. This'll help you understand how your Help Center is used everyday. Here's a (non-exhaustive) list of things you can do via Google Analytics for your help center: Identify keywords that users search for before landing on your Help Center articles. Monitor the time spent by users on each article page. Observe the navigation path of users on your Help Center. Understand what devices
Automation Rules
Hello Support Team, We were trying to automate the ticket creation to assign the tickets automatically to concerned people. But now we have two questions regarding the same. 1) We have created a custom field for ticket classification, say "testing". Now what we need is, if any ticket created under this classification should be marked as "Unassigned" and send notification to two user agents only out of 9 agents. is that possible? if yes how can do that, if not Could you please tell us an alternative
I can't keep my POP access enabled.
When I change it from disabled to enabled, I get a confirmation in the bottom right hand corner that the changes have been saved, but when I leave, and then go back into settings, it's back to being disabled. I just bought my first iPad, and I can't send and receive e-mails through my zoho account, unless I enable the access. How do I do this?
Is it possible to display the department info in a custom ticket view as a new column, so you could add sorting option to the top?
Dear Support, Just wanted to ask if it's possible to display which department a tickets is in as a new column, this is only when your in the beta All Departments option you, recently gave us. Its working great thank you, just would nice to see where the ticket resides, and also add a sorting option. I know that the value is displayed under the ticket subject however it would be nice to be able to sort by Department, Agent, and Status. Here is a screen shot for reference: Thanks, Thomas Pursifull
Zoho Support Sending Failed
Seem to be having a problem replying to tickets, after writing our response and hitting send there is a "Sending Failed" error, is there any way of fixing this as a matter of urgency, cannot get through to the support team via telephone.
Customize Chat Pop Up Time
Is there a way to change how quickly chat is offered to your customers? We'd like chat to be fully available (no lag time) from our contact page. In other parts of our service we would not want to offer support for longer periods of time. Can you customize it beyond the pre-set options for 30-120 seconds?
Hiding the "Subscription" and "Setup" link at the top right hand corner
Hi Support, I am trying to the the "Subscription" and "Setup" link at the top right hand corner from my agents. I have tried the different options in the customize profile I have created for my agents, but I don't seems to be able to hide those 2 links. Can you advise how can I hide the links? I do not want my agents to be able to view the admin tab and also the click the subscription link. LK
System wide problem in Zoho?
Hello, We have some troubles forwarding our mails to Zoho and replying our tickets. In Twitter I found out some other people also mention @zoho with different problems. Is there any technical problem? Thanks.
Create ticket for every incoming email
Hi, Is it possible to create a ticket for each email that is send to our own emailadress, rather than @zohosupport.com? And to automate the route/assignment from there? Thanks
Create alert or workflow rule for when a customer exceeds support allowance in a month
I use the Reports feature of Zoho Support to generate monthly reports of the time our agents spend working on tickets for a given customer. We have a set amounts of hours (e.g. 10 hours/month) that our customers can use for support. Using reports I can quickly see a sum of the hours that a customer has used so far in a month, but I would like to automate a process so that if a customer has reached X number of hours of support in a month, an alert of some sort gets sent to me so that I'm aware.
How to restrict agent access to account?
Is it possible to segregate agents by account access? For example Agen1 can access to Account1 and Account2, Agent2 to Account3
Is there a way to set the default display preferences for the ticket list?
See picture - this setting reverts on logout...
Tickets By Contact + Tickets By Account Report
Dear Support, Is this possible to have a report that included both the Contact Name and also includes the Account Name? As, it doesn't appear possible? Just thought I would ask though. Thanks for all your help and support!
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