Show field in request tab
1º Sorry for my english!!!! Now!!! I want so see an extra field in tab request. Only see ID, Description and other stuff. But in the list I can´t see another field. Can change this???? Thanks. JLN
Integrating with zoho support.
Hi, I have the client requirement to integrate the zoho support with their portal.Whenever they log in to portal they should login to the zoho support automatically .It's like single sign on (SSO).Is it possible to do????? Thanks , Team
replys makes new ticket
I am sorry if this reposts... I have tried a few times and it seems to disappear. All replies to a ticket, make a new ticket reply from customer email reply from tech email reply from the zoho support web. the all just make a new request! HELPP...
Reactivate closed user account
I had to delete and then re-add a user to zoho accounts to fix a zoho mail isse. it deleted their zoho support account and now I cannot re-add it. is there a way to completely delete that user so that I can readd the same email address as before?
How to get an automatic score report reply from a submitted survey
I am using the surveys function and want have set up a score survey where participants answer and then should get a score, However the system does not send a report giving a score any help would be good. I want to be able to send them their score that they have gotten from doing the survey.
problem with receiving requests
Dear Zoho Support, I am new to Zoho and setting up my account. To try if the system worked i made a fake email adress and send a request from there to my zohosupport page. Sadly when i logged into my zohosupport page the request was nowhere to be found :/ Could you please tell me where to find these request. Thanks in advance, Wouter
I can't publish article on Zoho Support Help Center
Hello! On Zoho Support portal in the section Help Center I press to add article, I fill all fields, I choose the status to Publish. Article is visible in the list, but it has unpublished status and on a user portal of her clients it isn't visible. Question: how to publish article on Help Center ? Best Regards, George.
How do I stop "Zoho - Support" from sending this default email?
For some reason even after I setup my own email responses Zoho: Support keeps sending this email to clients.
Custom field showing in search result?
Hi Zoho. I've added a custom field called "Product Name" to my requests. When searching for e.g. Open requests, I'd like to have the values of that custom field shown in my search results/overview, so I can easily see/sort my open requests by product name. Is this possible to do and if so, how do I set it up? Going to Layout > Search Layout > Requests I get the message "For the Requests module, we look up all the fields automatically. Isn't that awesome? Please advise. Thanks!
Your KBase Articles and Community Topics are now SEO-friendly
Creating publicly-available solutions for the most frequently asked questions just became more lucrative for you. Until now, customers would come to your self-service portal to search for solutions. Earlier this week, we quietly slipped in 'Nice URLs' for solutions. They're much more search-engine-friendly now. So, your customers can find your solutions and community forum posts more easily! Your solution articles are now neatly organized within sections, which are grouped under categories. This
Zoho Support not working
We can access and login to our Zupport portal. But when we try to respond, we get a message in red saying "Authentication failed please check username and password". Our Email account settings have not changed. Please fix this asap. No one responds to the phone call. So much for the 24X7 Support for paid clients. I contacted CRM Support and was told that I will get a call back and still not even an email yet. If anyone else has faced this issue and got it resolved, please let me know. Thanks!
Replying to requests
A person can send an email to the support system IT makes a ticket and sends a confirmation email to submitter I get a notification as the tech. NOW I am still in my mail client, I have tried multiple ones. If the submitter replies to the email - a new
Start Building your Customer Community - Try Forums Add-on Today
The first step in getting closer to a customer is to go beyond their needs and understand their problem. This has been made easier for you in Zoho Support with the latest feature, Forums Add-on. Forums Add-on helps you setup a result oriented online customer community where its members can share ideas, report problems & ask questions in addition to other discussions under a single roof. The forums Add-on would be an advantage for two reasons. One, it would be be of immense help to those who wanted
unable to view "Support Email Address" under Setup > Channels > Email
Dear Zoho Support team, i had create a new zoho support account and would like to change the email alias setting. But when i go to setup > channels > email it show something as below: when i try to click save, it say "Domain name already exists. Kindly provide the new Domain name." then i try to key-in others name and click save it say "Error in mail account creation. Please try later" it seem different from what i see from user guide at this link :https://www.zoho.com/support/help/setting-up-email-channel.html
Is it possible to integrate Zoho Survey with Zoho Support?
I have developed a Q&A with Zoho Survey and now I need to integrate it in Zoho Support in order our customers could evaluate the service. Is it possible? or, is there any other option to deliver the Q&A to Support customers? Thanks in advace,
Reopening request from a mail.
Today, when a customer answers an mail from a request, the call is reopened, it is possible to disable this feature? or do not reopen from a certain date, eg, from 15 days after the closing of the request to reopen. tks
Notification for Task assignement
Hey, I am using Zoho support and have the professional plan. Currently i can only use one template to send an automated notification to a Support agent when a task is assigned to him. I would like to be able to create two different notifications for task assignement on Zoho support, distinguishing based on type of request. How do i do this ? Best Adriana
Connect Failed??????????
Good morning, anyone else having connection problems this am?
Important Announcement about Incoming E-mail Delivery
As we've continued to indicate in the past, we're constantly working both over-the-hood and under-the-hood to improve your experience while using Zoho Support. Today, we're introducing an under-the-hood improvement. Our underlying mail infrastructure was based on POP and SMTP technology. POP is used to fetch emails from your mail server and SMTP is used to send outgoing emails from Zoho Support. Although POP is time-tested technology, we've realized that it's just not good enough for customer service
Has anyone else had problems getting through to Zoho Support lately?
I've been trying to get through to Zoho Support for days regarding CRM and Creator and can't reach anyone. Anyone else having this issue? Wondering if it's just me(?). I posted a support ticket in the help system - no response from anyone in 13 days Any time I call, it says all reps are busy, keeps me on hold for five minutes, then tells me to leave a message. I leave a voice message with my phone # but no one ever calls back. Open support tickets online have a Chat button. The Chat button does
Time-based actions
Hi there, I'm trying to set up some email alerts using the Time-Based actions in the Supervise Automation section. I'd like to be able to send alerts to Support Reps whenever a Request is 1 hour from its due date, at its due date and 1 hour overdue etc. I've tried to set this up by making an alert to send when the 'hours to due date' is '1' and 'hours since due date' is '1', but I'm not getting any email notifications coming through. The requests have been made in the same department as the time-based
Is it possible to apply multiple contacts to one request?
In the scenario where a client has two (or more) people that need to be updated on the status of a request, how do I assign both contacts to the request so they both get email updates, etc.
Can the editor used to enter or update the description be made larger
Are there any plans in a future version to enlarge the text editor used to enter information into the description of the request? It gets quite frustrating especially for some of the more complex issues, to work with the small editor. Even if the editor had the ability to be resized, that would be fine. Thanks, Bill
License check failed. Contact Zoho Support
./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar =============================================================================== . . REMOTE_HOME: ./.. . JAVA: /usr/bin/java . JAVA_OPTS: -Dadapter.home=./.. -Djava.util.logging.config.file=../conf/logging.properties . CLASSPATH: ./../classes/:./../lib/HTTPClient.jar:./../lib/AdvWmsServerCommon.jar:./../lib/ZohoTeleAdapter.jar:./../lib/json.jar:./../lib/AdvWmsCommon.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar
Embed a graph in Support homepage
Hello, One of my colleagues has a graph showing number of requests embedded in his homepage in Zoho Support - just wondered if this is something I can implement for all users. Please see the attached screenshot. Not sure if it's present because of the browser of OS he is using (Chrome and Apple). I use Windows 8 and Chrome, but I don't get that graph in my Home tab. Would be great if I could select a specific graph to include in the Home tab view. Just a thought, wondered if it's possible? Many
Overdue Requests not updating in Dashboards
Hi there, I have some custom Dashboards to reflect whether Requests for Accounts are overdue (overdue = true/false). My issue is that when Requests pass their deadline and become overdue, this is not automatically reflected in the Dashboard. I need to go into the Request itself for it to translate its status to the Dashboard. This is a problem for me, as my management team will want to be able to view overdue Requests in the Dashboard without having to go into each Request in turn to make sure the
Email Confirmation link
Hi , I want to display the subscription confirmation button on the thank you page . Can you tell me is it possible to display the button on the Thank you page. I have created the auto-responder mail on sign-up , right now the customer gets the mail regarding the confirmation in which the confirmation button is given , I want to display the button on the thank-you page . The page I am using to display after the form is submitted.
Recurring Requests
Hi I saw this forum post but had a similar question about Requests. https://help.zoho.com/portal/en/community/topic/recurring-tasks-1-7-2013 Given there is no feature for recurring tasks, and as far as I can tell recurring Requests, would there be a way to create Requests using the API? A similar but simple recurring monthly Request might be "Perform actions A for client" and have the API auto-assign the Request to an Account. Maybe use a lookup table (to check for several clients and their Request
Deleted Requests still showing in Reports & Dashboards
Hi there, I've made some custom reports & dashboards in Zoho Support. These are showing data fro Requests that have been deleted. I only want them to show Requests that still exist against the Accounts they are associated with. I know it may take some time for the data to be refreshed, but if I create new Requests these are displayed in the reports & dashboards straight away - whereas deleted Requests do not disappear. Any idea why this is the case, and is there any way I can amend it? Many thanks,
Mandatory fields in ZoHo support web forms.
I found the procedure for making CRM web form fields mandatory here: https://support.zoho.com/portal/zohocorp/ShowEntityInfo.do?module=Solutions&id=0303a6337fe44abb9b783cf508a875f4&from=listView&showpage=DetailsView&&prevModule=Solutions&TO_INDEX=10&FROM_INDEX=1¤tOption=50&selectedDept=986e3d974ae6bad266ebfa91ec0a3a8a&cvid=null&recordNum=23&ct=1375655452136&isload=true How do you do the same for ZoHo support web form fields?
cc another contact on an account
So I have company A, and I have two contacts there - contact B and contact C. Contact B sends in a request. I reply, but I want contact C to also be copied. How can I search from the reply screen to find contact C's info/insert their email into the cc field? Thanks, Terri Z
Department pre-load from query string parameter.
Hello Zoho, Is it possible to pre-select a department based on a query string parameter or other method? We are expanding on a variant of our main product, and were wishing to separate support requests based on product line. If it is possible to pre-select a department for the product line used, then it would be helpful to streamline the support process. Thank you for your time, Jason Aldrich
Zoho Support API getsearchrecords equivalent?
Hi, I'm trying to create a report that will show the number of tickets that were unanswered by the end of the same day. E.g. if a ticket came in at 7am, it should be answered by 5pm that same day or otherwise it would show up in the report. I don't see a way of doing this using the conventional reporting system. The 'between' operator requires me to hardcode dates which means I would have to modify the report each time I wanted to use it. As an alternative, I thought to create a custom report via
Unable to delete SLA
Hello, I've made some custom Service Level Agreements in Zoho Support. I want to delete one of them, but there appears to be some kind of bug which is preventing me from doing so. When I delete, the SLA remains, and when I choose to deactivate, I get an error message saying "Unable to process your request click here go back." What I think is happening is the delete has failed to remove the SLA (due to a bug), and so the system cannot recognise the SLA to deactivate it. Either way, the SLA is still
Tickects search - Dropdown for the period is hidden
Hi all, Since today I cannot find tickets by any criteria, including the ID, when they are more than 7 days old. In the past, I believe that until last friday, we had a dropdown list to choose the period to search, but it was hidden in this new interface TODAY. How can we work without to find tickets ? Is it my mistake? Best Regards, Paulo Palmerio
How can I integrate emails sent to company support email address with Zoho Support to create a ticket
So here's the scenario I want to implement at our company. Say the email for support is support@example.com Can the process be set up so that: 1. Customer sends email to support@example.com 2. Integration with Zoho Support automatically opens a ticket in the Support module 3. Our customer service reps are notified of the new ticket 4. If the customer who sends the email exists in an account in the CRM will this also be recorded in the CRM for our sales reps to track
"Mail Server Setings" disappeared from my Email channel
I deleted an old email to configure a new one in my Zoho Support interface. After deleting the old one, the tab where I can configure my mail server has disappeared. Before deleting the mail I can see 4 tabs under Email channel, and now I can see only three. Can you help me? Greetings
Gmail ou Zoho Mail integration
Are there any plans to integrate Zoho Support with Gmail (such as a gadget to create and view requests from Gmail's interface), or with Zoho Mail?
Webforms not working
I tried creating one just copied and pasted it and it's not working.... http://www.socialfabric.us/test.php Thanks
Support in portuguese
I like to how how we can be a support in Portuguese to take our doubts. Do you have a phone or any consultant in Brazil?
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