2-Way Integration with Zoho CRM
I'm just wondering if there is a way to have 2-way integration between Zoho Support and Zoho CRM? I'm trying to determine workflow for our support staff for when they need to change details of a contact or account and if they do this in Zoho Support will they then have to make the same change in ZOHO CRM?
Automated Task Ownership based on schifts schedule
Hey, I am tracking request ownership through zoho support. At the moment a Support agent has to assign a ticket to himself and then he becomes the owner of the request. I was wondering wether it could be possible to assign the request based on a shift-schedule that would be integrated in Zoho? Eg. John works during shift 1 on wednesday, but shift 3 on fridays. So when a request is made, Zoho knows his shifts and sends a notification to John and assign the task to him. But for the other shifts Zoho
Workflow not executed on Create action trigger
I use a function call in Zoho Creator to create new tickets in Zoho Support. It works well except Zoho Support does not trigger the workflow action for the create event. Seems like a bug. I need this trigger working. Please fix.
Introducing Happiness Ratings for Live Chat
In order to standardise the basis of measurements, over the next few weeks, we'll be rolling out a uniform Happiness Ratings experience across the entire gamut of channels currently handled within Zoho Support. As a first step towards that, we've taken away the 'star-based' rating system in place for live chat. And we've replaced it with the convenient Happiness Rating experience that you'll be familiar with already. We have also removed the following options that were previously available within
Web form isn't working
Hello, I've generated a web form for my website to submit tickets from. But the tickets are not showing up on zoho. I know that the form is being submitted because it returns me back to the correct returnURL (specified in the web form property), but still nothing is showing up in zoho. Am I missing something? Can anyone help? Thanks
help
how to recover my gmail files
error 5004 in opmanager
Hi, How can I Fix error 5004 (Operation blocked in central server ) in opmanager cantral 11 ? please help me today. Thanks
Portal customization and branding for customer facing page
I have a internal request in my organization to remove any branding that our customers will see that have "Zoho Support" displayed to our customers from the customer portal. I have checked the Portal Customizer and looked at the HTML code, but i don't see where that might reside. Is there a place to remove branding such as this from the site: Or can we change it to state something different so it's branded to our company and not Zoho?
Password Reset Issue
Attempting to recover the password for one of my customers accounts using the lost password feature, they are using an AOL email as there backup, when using the forgot Password option no email arrives in there AOL account. I tried this with my own account and it appears to work fine, so it seams to be something to do with the fact they are using an AOL address as there reset email. Any help would be much appreciated.
Problem while starting server system halted
Hello, Kindly find below the error I experience when starting Desktop Central Server. Please assist
Why does updating Assigned To and Status not require an explicit Save?
Setting the Assigned To or Status fields results in an immediate update to the ticket but changing other fields requires clicking the Save button to update the ticket. Why the difference? I find this confusing as there is no indication that changing these fields results in an immediate update to the ticket. If you have Zoho set up to notify agents when a ticket is assigned, you may make a mistake or change your mind when setting the Assigned To field but the ticket update and notification are immediate.
Can't add matrix report to dashboard
Hi, I'm trying to add a matrix report to a dashboard but it's showing this error. The thing is, grouping is enabled (see screenshot below). Any suggestions?
SPAM tickets
Hello Support Team, We have added some rules to assign/route the tickets automatically to concerned people at the time of ticket creation. But now we are facing an issue, some tickets are automatically goes to SPAM folder and the rules added are not applying to those tickets. It would be great if you could tell us how can we prevent the tickets from going to spam folder. Thanks in advance.
Forward/Replies
Hi Is there a way to stop the email trail from indenting when replying or forwarding? cheers Emma
email reply to a ticket not assigned
Hi, i am testing zoho support professional, i would like to solve the following issue: - user1 create ticket, i assign it to agent1. Then if user1 and agent1 reply to each other by email, it stay in same ticket - user1 create ticket, i dont assign it. Then if user1, agent1 an2 agent2 reply to each other by email, it open always new tickets. I would like to keep it into same ticket. thx
Is the support working???
Hi all, My company is using Zoho Support over 2 years. In the last months the tickets opened - reporting problems - are left without answers/solution for a long time. 5226116 - 25/9 3731361 - 12/3 3990780 - 4/4 Is there any problem with your team? I didn't find any other place to complain. Apologize if I am using the wrong forum: send me the right channel to do it. Best Regards, Paulo Palmerio
Disable portal use, contacts or accounts
Hi, Is there anyway to disable or deactivate either portal use for a contact, the actual contact or an entire account? We need to be able to disable system access for accounts for things like overdue support payments but don't want to delete the accounts / contacts as they will likely be brought back online in future and we still want to keep the tickets in the system for historical reporting. Can you advise how I can achieve this? Thanks, Scott
Best practice setup for support
So we are evaluating Zoho Support (& CRM) and think we have come up against an issue which we cannot see a workaround. Our tickets are submitted by customers on the customer portal most of the time, then investigated by a front line support employee (which may involve more input from the customer) and if required passed to a developer with details on how to replicate the issue using the comments box. The developer then fixes the issue and updates the ticket with comments (not visible on the portal).
What is the purpose of the Zoho Support Facebook app?
I found Zoho Support had appeared as my Facebook apps and it also had made a tab for my profile and for each my Facebook page. What is the purpose of the Facebook app?
Security certificate
Hi. We are having a message saying that "This server could not prove that it is support.OUR-DOMAIN.com ; Its security certificate is from admin.footprintseducation.in . This may be caused by a misconfiguration or an attacker intercepting your connection. Error message below says: NET::ERR_CERT_COMMON_NAME_INVALID Does anyone have any idea if this is something threatening? Our domain is not footprintseducation!
Application Manager - No alerts as mentioned in RCA reported by Manage Engine
I get below message from ME App Mgr as root cause. Root Cause : 1. Processor 1 CPU 1 0: IERR - Assert --> 2. Group 4 One of CPUs 0: IERR - Assert --> 3. Group 4 All CPUs 0: IERR - Assert --> Please help me understand why this is coming up as I couldn't find any alerts on my VMware servers.
sorting requests by priority
When you sort requests by priority, either on the requests tab or within a report, it sorts by the priority text in alphabetic order: requests with no priority high low medium I.e. you see your low priority requests before your medium priority ones, which is ridiculous.
Zoho Support Mobile and/or Android App
Will you add ZOHO Support to the mobile portal and create an Android App? Jorge
Cant add agent because he was added as a user
I added one of guys on as a user to test the customer portal. Now I cant add him as an agent because " Zoho Support ID already exists. Please use a different Zoho Support ID." I also cant delete him because he was added as portal user. I tried calling you support number and was told support is unavailable. This is not acceptable.
Filter's not working - Critical or High
Hi: Sometimes I only want to see my critical tickets or high priority. Thankfully there is a pre-defined custom filter for just such a search. If I view all tickets - I can see various priorities from normal to High and Critical. These tickets are not closed. Ok, so now I want just to see the critical tickets - click on your predefined search - and nothing - message says No tickets found in last 3 months. Click to view all tickets. Guess what, When I click to view all tickets it tells me: No tickets
duda sobre zoho support
buenas tardes cree un portal en zoho support con una cuenta x, con esa misma cuenta estoy pagando, quiero saber si hay algún problema si elimino esa cuenta y dejo a otro admin en su lugar?
duda de flujo de trabajo
como puedo hacer un flujo de trabajo que notifica a un usuario cuando una solicitud lleva mas de 3 días sin resolverse?
Email Channel Formatting
There are a few things I really don't like the way the email client works: 1. It forces me to top post. It includes the previous message in the reply below my response, and if I edit the reply so that there's a short version of the question at the top with my response below it, then it collapses my response into the "quoted replies" when I look back over it, which is irritating. Is there anything I can do about this? 2. Other people's lengthy email signatures get included in all the support tickets,
Due this week - Custom filter
Hi: I am new to Zoho Support but I don't see this question as having been asked. How do I create a custom filter to view my tickets due during the coming week. We are a small outfit and trying to clear through some older tickets - but in the meantime new and more critical tickets may have been created, so at the beginning of the day having this filter available would be hugely helpful. Thanks and I look forward to your response. Jill
Unable to see data in Zoho CRM that was inputted in Zoho Support
I have purchased Zoho CRM and Zoho Support. I have used the ZSC key under Zoho CRM settings (Zoho Apps/Zoho Support) and have added the correct portal and the only one (realtechsolutions). I am able to go over to Zoho Support site and added tickets into Accounts that I recognize from the Zoho CRM side. However when I go back to that same account in the Zoho CRM there is nothing under support tickets. What am I doing wrong?
No ability to track time entry for tickets.
I am having a very difficult time with reporting on time entry for our engineers. I do not see any way to report on the total time spent per engineer per day. I also need to pull time spent per account. I have created new reports from the time entry module, but there is no option to choose the total time from the tickets. What am I doing wrong? Can someone please provide a step by step guide and not just a general direction of: "Create a report in time entry to fix this?" Your help is greatly appreciated.
Merging Accounts with Cases
I just need a confirmation... I would like to merge two accounts in Zoho support but I'm afraid I'm gonna lose all the cases associated with the account that will be merged to the master record. Are the cases (from the duplicate record) gonna be added to the list of cases in the would-be master record? Or they'll be lost/deleted? Thanks!
Happiness rating opens again the ticket
Hello, we have the follow problem/bugs?: when we close a ticket, the customer receive the "happiness rating". When the customer rates his satisfaction, we receive the face happy/unhappy, but the ticket is open again. So we close the ticket, and the customer receive again the email for satisfaction rating..... What is that is not working?
Support Web Forms without First and Last name?
Is it possible to create custom Web Forms in Zoho Support designed for registered users only without the first and last name fields? These fields are currently required. Also is there an option to require users to fill in custom fields created in the Support Portal when users are filling out the web form. Thank you,
Zoho Support and Zoho CRM dashboards on a TV
Hello, I am looking for a solution to display dashboard information for Zoho Support and Zoho CRM running full screen on a wall mounted TV in the office. Since Zoho CRM works with Zoho Reports, the CRM side is feasible, by embedding the reports into a website which auto-refreshes. My question is if there is a way to something similar for Zoho Support, since the Zoho Reports module is not integrated? Also, does anyone know if there are any third party solutions (like Cyfe) that work with both Support
Auto Assign After Hours Tickets
I need to assign tickets after 5 pm and before 7 am to our after hours support. It doesn't appear workflows can do this? This is a show-stopper.
Custom URL (video attached)
Dears, I've created a custom URL for my website for my employees to log into Zoho mail, and it is working very fine over any PC as i followed the instructions here in the forum. the URL is mail.armenfirman.com my problem is, whenever someone open that link over any iPad, iPhone or and mobile device, the custom link opens my logo for a second then it redirect to zoho logo immediately. I've attached a video taken from my iPad to what is happening, and i hope to find a solution here. Watch the video
Webforms not working
I made a webform through Zoho support in the page http://www.rossatogroup.com/assistenza but it doesn't work. I get a blank page back: https://assistenza.rossatogroup.com/support/WebToCase I tried with several tester websites, such as http://www.play-hookey.com/htmltest/: pasting the code in it, I get the right landing page back, but nothing happens in Zoho support and data don't enter the database of Zoho support. Can you please check and let me know asap?
Ticket Order
Is there any way to put tickets in a specific order to be completed? I want to put the tickets in the order to be worked on 1,2,3,4........etc Luis
File uploader tool has stopped working
I can no longer access any of my Zoho accounts through the File Uploader tool. Do you know any possible reason for this? Earlier it was working but now i am not able to login into it. Your team has suggested us this tool to bulk uplaod the files from the hard drive via an exe file. You have provided the below given link to us to download it :- http://code.google.com/p/zohoclient/downloads/detail?name=FileUploader.exe&can=2&q=
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