Which are the fields of products for an import from .xls or .csv?
I want to import to Zoho my product list, and i would like to know which fields should i put on the file, the order and the name of the header row fields. Thanks, Federico
Support API addrecords notification for a contact associated with many accounts
We are creating Zoho support requests via the API. The requests are being created in Zoho, but they are not triggering email notifications to our support staff like the other support requests that get created through email / sms channels. We have a workflow rule to trigger emails to support staff upon creation of support requests. We are also passing "notify:true" in as a parameter to the API request: ZOHO_API_ADD_REQUEST = "https://support.zoho.com/api/xml/requests/addrecords" params =
404 - Not Found and SSL Certificate Errors After Custom URL
We are ZOHO Support users, and just setup a custom domain URL. Now anytime we try to access Support (our employees and admins logging in) we are faced with 404 - Not Found error messages. For example, when typing support.zoho.com and logged into our account, it will automatically forward to: https://support.ourdomainame.com/support/ourusername/ShowHomePage.do and display: 404 - Not Found Further, because it is forwarding to zoho.com, we get a support.zoho.com ssl_error_bad_cert_domain error in browsers
Solutions not saving
I am having problems saving solutions. I have created a new solution which has text and slides copied from a Word document, which I have removed all formatting from. I click the save button but when I go back into the solution only the first few paragraphs and first couple of slides are saved. I have tried editing the text and the changes are also not saving.
Facebook Requests
Can you let me know when you will update the Facebook integration for Facebook's new-ish API? Facebook now handle inline commenting/replies under notes, pictures and statuses. Without this in Zoho we are unable to provide support to our Facebook users. I am evaluating Zoho Support now but the current Facebook implementation is not useable.
Junk Mail
E-mail going to Junk Mail...Help?
Using draft email threads within a Support Request
Draft Threads...I'm often distracted from being able to complete and send an email thread (telephone calls, unscheduled meetings, etc.), so I save it as draft in order to come back and complete it another time, but... How do you delete a draft email thread from the Support Request if you no longer wish to send it? How can you quickly search and find "draft" email threads (i.e. so that I can see which draft threads I have unfinished and perhaps forgotten about)?
Events - Resolution & Comments cannot be translated
Two of the most of importants events are not available to interact with customers in my own way. ( and language ). Considering that we can customize the email to interact in this events: Is there any reason for Resolution and Comments are not available to be configured in the same way? Should have two more lines on the first block to assign the model/form/email to be used on this new trigger. It sounds as not so much effort to correct, but my customers are receveing (and complaining) english messages
Export all data from Zoho Support
Is there any way to export all data from Zoho Support? I am only able to download 2000 requests at once. Kunal
translated into Russian forum
Is it possible to add a forum to the support, translated into Russian
where should i login for info & support emails
hello i'm not having link to login page like info@9xwebsolutions.com , support@9xwebsolutions , etc mails. pls can you provide a link for that. email : sudharshanreddy9x@gmail.com
Count the number of times a solution has been viewed
Dear All, I'd like to know if there is a way to count how many time a particular solution has been accessed. This would allow us to see which topics are the most important ones. Also, or alternatively, is it possible for a customer to flag a solution as "helpful" or not, like on google? That would help us to redesign the articles to increase requests deflection. thanks in advance, best regards, Geraud
Zoho support - Change 'user'/'support rep' email address
We have one user/support rep and I need to change the email address, how is this done? (At the moment I've changed the email address in the 'My Account' section but when I view it in the Setup > Users and Permissions > User list it shows as the old email address but when you click through to edit it shows the new email address but notifications go to the old email address)
User error while signing up on portal
Our user receive the following error message when the try to sign up on our portal. They receieve this message once they receive the web link to confirm their email and enter the password. After they enter the password, the following script shows up on the screen. Please let me know what the issue is. Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; .NET4.0C; .NET4.0E; InfoPath.3)
Customer Support
Thanks for resolving the issue. Appreciate your teams assistance !
Integrating Telephony, Improve Customer Service: Zoho PhoneBridge Add-on
Tired of frantically trying to look up the most recent request sent by a customer (who is on hold!)? Well, we have a solution for you, Zoho Support's latest feature-Zoho PhoneBridge. This feature connects your telephone system (PBX) with your Zoho Support account. You can receive notifications about incoming calls and outgoing calls. When you receive a call, key details about the customer appear in a popup on your screen. You can view the customer's name, e-mail ID, telephone number and 4 of the
Question on departments and portal
I have two departments set up in Zoho. If a request comes in through the portal, how do I ensure that it goes to the correct department. I do not see a way to associate a contact or account with a department. regards, Jimmy
Is Zoho Support's email function currently down?
I have not received emails into the Zoho Support tool for nearly 2 hours, is the system currently down?
Need a report for monthly or weekly trend of created/closed requests
Hello, I would like to create a report within Zoho Support to see monthly or weekly trend of the number of new requests, closed requests, etc. The purpose is to monitor overall request trends and to know how many requests handled by each agent. Is it possible to do that in Zoho Support, or does it require to other Zoho Apps? Best Regards, -Tetsuaki
Two important questions! (email and tasks)
Hello! First, I am wondering how (if it all) it is possible for multiple supports reps to view emails that are sent to our "support" email address. We tried adding our reps email addresses as POP accounts, but when we did this, any emails that were sent directly to the support rep (unrelated to support requests) received one of the automated emails saying "Your request has been received." Ideally, we need the emails that are sent to "support @ ourcompany.com" (the existing POP account for [our
mapping domian incorrectly
I mapped my url without the www. Now I can only access my site if I enter it in the browser without www. Can you help me?
auto-response to customer when request is created: how to not reply to spammers?
We ideally want to send an auto-reply to all customers who enter a request through web or via email. However, much of the email we receive is spam. We don't want to send an auto-response for those Requests, until, say, the Request is Assigned. How do you suggest we implement this? The automatic Notification Rule is not ideal, because it triggers on all emails received. We thought we could add a Workflow Rule when "Assigned To changes from None to Something", but a rule criteria only considers the
when sending a Request for Approval, I want to limit the Approvers it can be sent to
Customer wants that the Requests only be sent for Approval to valid Approvers, not to just any user. How can this be done? Is there an attribute somewhere so that only certain users (i.e. Supervisors) can be selected as Approvers? thanks -Ricardo
enhance Home Page bar chart
The bar chart on the Home Page (green=Closed, red=Open) is simple, perhaps too simple. The suggestion is to optionally add some more items, e.g.: Green is Closed Blue is Open and Assigned Yellow is Open but Unassigned Red is Overdue What do you think?
chart with open, overdue, and closed statuses
Two part question: On the home page, there is a simple chart "Last 7 Days Requests" that shows Open (red) and Closed (green) requests for the last 7 days of the week. Is it possible to change this chart to another Dashboard object? And the customer would like a very, very simliar graph, but with 4 colors, for example: Overdue (red), unassigned (yellow), Assigned and Open (green) and Closed (blue). Or something of the sort. I haven't found a way to do this with the Reports and Dashboards. Any suggestions?
Multiplicated users
Team, One of my support users is having a problem with portal users. Each time that a request is opened by him it duplicates the contact. I have already checked if he is using the contact list and its ok. The last ticket that it happened was 4951, the user is Controle VIVOPremium. Thanks, André
Text Codes
Hi, I've started to create email templates and have noticed the text code used in the Subject line and body text of pre-set templates, such as: [##${Cases.Request Id}##] ${Cases.Subject} Is there a list anywhere of what these data extraction codes are, or how they work? I'm trying to figure out how much data I can automate into our replies. Thanks.
duplicated users
Hello, when I create Requests and assign them to a user which is associated to an account it happens the following: With the first request, everything is OK. With subsequent requests, user is duplicated an unassigned to any account, so, the requests are not assigned to that account. If afterwards I edit manually the assigment it seldoms assign to the "UserXX from AccountXX" or to "UserXX".
Notify an agent when another agent is reading the same request.
Notify an agent when another agent is reading the same request.
Solution article can be linked with Request?
Hello, When closing a request, we can create new Solution article, but is it possible to configure and see a link between the request and the solution? I would like to track a link from a solution to request(s), and vice versa. Best Regards, -Tetsuaki
"Send copy to contact" on "Add Request"
We would like to use Zoho Support to log all communications we do with customers. We found it very natural to do so by using the "Add Request" button, but we were disappointed to see that the customer doesn't really receive the message we create there. Instead they receive the "acknowledgment" message for new request creation only. First issue: the acknowledgment message looks weird for the customer, because s/he didn't send any request to us... it has been started by us. Second issue: the message
Create a new request without staff having to have a zoho\gmail\etc account
Hello, is is possible for our staff to log a new IT request using a link to a webpage, but without them having to need a Zoho account first. We just wanted them to click on a link that will automatically bring up our Support Site info, where they would then log a new request providing their Name, email, etc, which they submit? This is in addition to them sending an email to log a new request. Any help would be appreciated, thanks. Scott.
Transparent custom logo support
Hello, It would be nice if it would be possible to upload transparent GIF or PNG as the company logo in Zoho Support. Now, when I upload transparent GIF or PNG, the background will be black. It's really bad, because logo in support center (for Support Reps) is on the light gray background, but in the customer portal is on a another background color (in dependence on Customer Portal -> Themes setting). Thanks Milan Zelenka
SLA information on request
Hi, Can anyone help me with adding a custom field on the request which shows the SLA that would be assigned to a specific request? These are allocated through automation, but it would be useful to see within the actual request, which SLA applies... Hope I've made myself clear... just want to be able to open the request and see what SLA is assigned to it. Thanks (relatively new user ;-) Lara
Upload a file or document with support api
Hello, We currently use addrecords to post requests to our support portal. We would also like to add attachments. How is that done? Thank you
Setup a rule to avoid sending auto templates during business hours
I would like to setup a rule or workflow that would prevent auto-email templates from sending during business hours. Or the opposite of that, only sending email templates during non-business hours. For example, I currently have a "New Request Created" template that sends out whenever a new request is submitted. I would like to change that to just send during non-business hours. It is not necessary during business hours so I would like to turn it off during that time. Any thoughts on how I can set
Email request not showing on customer portal
When a customer sends an email, which is then picked up in Zoho Support under requests, why does it not also show in the customer portal. Only requests made through the customer portal show in the portal. I want to allow my customers to log into the portal and see all their requests, regardless of whether they sent them via emails or the customer portal. Perhaps I am missing something.
Time Entry Report
Hi, I´m doing a Professional Plan trial. I can do a request time spent and cost insertion and I want to generate a report that contains these data by customer, but the drop down chooser doesn´t show fields as request sub-group. Could you please help me Thanks Victor
Unified view with all departments
If a user has access to more than one department, it is pretty easy to forget changing department, thinking that there are no pending requests to deal with. Later on s/he finds out that requests have been pending for days, just because s/he didn't switch to another department in the (unnoticeable) select list at the top of the page. Pretty bad in terms of usability. Shouldn't the "home" give the user the global overview about pending requests on all departments? Thanks, Fred
When does Support Contract info appear
At what point does the Support Contract info appear in the right-hand pane of the Request ticket? Example: I have an Account “Cornerstone” that has been assigned an SLA and Contract. This Account has several Contacts associated with it. So these various Contacts submit requests. On one Request (one with an associated Account Contract), I can see the Contract details in the right-hand side when I am viewing the Request details. On others, the Contract name does not appear… even though the Contact
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