Availability

1. Zia Help Assistant is available in the United States (.com), Europe (.eu), India (.in), Australia (.au), Canada (.ca), and Saudi Arabia (.sa) data centers.
   
2. Customer Support can only be accessed in the paid plans ( Professional and Ultimate ) of Creator. 

Overview

Zoho Creator comes with a built-in, intuitive help widget in which all the help options have been consolidated. This help assistant provides you with timely assistance and necessary information.

Get immediate help from a single interface, in whatever method you like best. The available options are:

• Zia - Smart suggestions from Zia or Search help documentation articles for immediate answers.
• Call us - View a phone number which you can call.
• Chat - Start a live chat with an agent.
• Support - Submit a support request using a contact form.

Zia Help Assistant

See How It Works

Zia

Zia (Zoho Intelligent Assistant) has an advanced NLP engine and  is integrated with our vast  Knowledge base. It instantaneously skims the knowledge base to provide you with suggestions based on the scenario you are in. For example, if you want to know how to create an application from scratch, Zia will provide you with the necessary information and also the link to the help document for the same. 

This saves you the time and hassle of searching for the relevant knowledge-base articles. Further, you can also search for required help doc using the necessary keywords. 

Call us

You can contact us by phone to get a resolution for your issue. Call support is available during the business hours (this can vary based on the support plan purchased, if any). Phone numbers for each country will be listed in the widget.

Chat

Get real-time customer service by using the chat option. Just ask your question through the chat and a support representative will instantly assist you with the solution.

Support

In the built-in help widget, you have a Support option to report your problems, ask questions, provide feedback, track your support tickets, or give application edit access to the support team.

1. Creating support tickets - Create a support ticket by clicking Create a support ticket. You can send an email using our in-built support to us regarding the issue, and our team will get back to you within 1 to 24 hours depending on your Creator Support Plan. You can include attachments to the email up to 20 MB.
   Note: The files that are uploaded are scanned for any virus before uploading to the form. You will have to upload a different file if the file contains a virus.

• Support tickets are also created when you report an issue using Screen record by Quartz.

3. Screen record - Screen record by Quartz is a quick, hassle-free, and convenient error debugging tool that helps you record your screen and send it to our support team. A support ticket will be created when you report an issue using screen record which can be tracked from the View and monitor your support ticket status tab.

   
   

4. Track your support tickets - Track the status of your support tickets by clicking the View and monitor your support ticket status option under the Support section. Once you've created the ticket, you can conveniently monitor the support tickets you have submitted from here.

Note:
- The support ticket tracking feature is available exclusively to users subscribed to paid support plans (Premium and Enterprise).
- All the tickets that are raised via email, chat, screen record or any other means will be monitored here. 

• Clicking on this option will display a list of your open tickets as separate threads along with their statuses. The tickets that have been closed for more than a month will not be displayed.
  

• Click any one of the tickets to get a detailed view of the status and progress specific to that ticket.
  

1. Request Raised - The ticket has been received by the Support team and will be taken up soon.

2. Request Analysis - At this stage, the ticket is being analyzed by the Support team to provide an apt solution (if it is an issue).

3. In Development - Once it has been identified as an issue, the fix for the reported issue is under development.

4. Testing - The issue has been resolved and is undergoing testing before it's published.

5. Completed - The request is closed and is updated in the Support widget. The response to the ticket request has been sent in the same thread by the support team.
   

4. Grant support access to app - Provide the support technician with first-hand experience regarding the problem you've been facing. The technician will not be able to view your account home page, account setup page, account subscription page, any other application in your account, or have access to your account password. You can access this only when using the Help widget in the Edit mode of an application.