Frequently Asked Questions | FAQ Repository | Troubleshooting | Zoho People 5.0
General & Account - FAQ
How do I change my email address in Zoho People?
These are the steps to change a user's email address in Zoho People:
If Zoho Directory is not configured:
Please follow the below steps to change the email address for a user:
- Log in as Super Admin > navigate to Settings (Gear Icon) > Marketplace > Zoho > Zoho Directory > Configure
- Create your Zoho Directory organization.
- Once logged in, go to the Applications tab and choose Zoho People.
- Once Zoho People is chosen, you will have an option to associate the users from your existing organization.
- Once associated, all the users will be listed out in the Users tab.
- Select the specific user > Manage email address
NOTE:
Zoho Directory is free only for Zoho Applications. Applications other than Zoho's, if integrated, are chargeable. Steps 1 to 5 are a one-time process.
If Zoho Directory is configured already:
- Log in as Super Admin > navigate to Settings > Marketplace > Zoho > click on View details under Zoho Directory
- Click on View next to Sign-in Activity
- Users > select the User > Manage email address > add the new email address as secondary > after adding the secondary email, mark the same as primary > once marked as primary, you may delete the incorrect email ID.
How do I change the portal name in Zoho People?
These are the steps to change portal name in Zoho People:
Click on the profile icon on the top right corner > Manage Organization > Hover on the respective organization > Edit > Change the portal name > Save & Continue.
Why am I unable to edit my designation, department, location, or reporting manager in Zoho People? There’s a lock icon next to these fields—how can I update them?
These are the steps to follow when you are unable to edit designation department, locations, or reporting manager:
If you see a lock icon next to these fields, it means an HR process has been configured to control changes to them, so direct editing is disabled.
To verify, go to Settings (gear icon) > Employee Information > HR Process and check if any process is set up for these fields. Changes to these details must be made through the configured HR process. Learn more about HR Process.
How do I fix it if a user’s Zoho account is in a different region than my organization's account?
Steps to handle Zoho account in a different region than organization account issue:
This usually happens when the organization and the user have accounts registered in different Zoho data centers. To resolve this, the user must close their existing Zoho account associated with the other region before joining your organization.
Steps for the user to close their account:
- Log in to the Zoho account where they are registered.
- From the dashboard, go to Settings.
- Select Close Account.
- Enter the account password, provide a comment, and choose a reason for closing.
- Confirm by clicking Account.
NOTE
Closing the account will permanently delete all data across all Zoho products linked to that account.
After the user closes their account, you can try to invite them again to join your organization.
How do I re-assign reportees while changing employee status?
Follow these steps to re-assign reportees of a user:
Before marking a user as inactive, please ensure the following:
-
Check if any users have the employee set as their Reporting To.
-
Check if any users have the employee set as their Secondary Reporting To (If Dual Reporting is enabled).
-
Check if the employee is mapped as a Reporting To or Secondary Reporting To for any inactive users.
You can create a view to identify these users by following these steps:
-
Navigate to Operations > Employee Information > Employees > Click on the Employee View dropdown and select Create View.
-
Add the relevant fields and set the criteria to filter for the user you want to mark as resigned.
Once all the users are listed out, click on the respective employee record > Edit > Update their Reporting To/ Secondary Reporting To > Submit
After updating all relevant records, you can proceed to change the employee’s status.
How do I transfer Super Admin rights?
Follow these steps to change the super administrator of your account:
From the Administrator account, go to Settings (gear icon) > Manage Accounts > User Access Control > Roles > General Role > Hover pointer over the existing Super Administrator > Click on the Edit option (pencil icon) and change the Super Administrator.
How do I change Analytics Ownership?
Follow these steps to change the analytics owner of the organization:
The Analytics Owner rights can only be transferred by the Super Admin of the Organization.
Navigate to Reports > Analytics > Click the ellipsis icon on the top right > Change Analytics Owner.
How do I automatically send a birthday greet to employees?
Follow these steps to send an automated birthday wish to employees
Purpose
To create a workflow to send a birthday wish to employees on their birthday automatically.
Workflow process
You can configure a workflow that will automatically trigger an email to employee(s) wishing them on their birthday.
To send automated birthday reminders to your employees
Step 1: Create a birthday email template.
- Navigate to Settings > Employee Information > Automation > Templates > Email Templates.
- Create an email template for birthday reminders; refer to Email Alerts Automation - Zoho People.
Step 2: Set up the workflow to trigger birthday emails.
- Navigate to Settings > Employee Information > Automation > Workflow.
- Click Add Workflow.
- Select the Employee form from the form dropdown.
- Enter the workflow name as Birthday Reminder.
- In the trigger events, select date-based events.
- Select the event date field; the date fields in the employee form are listed; select Date of Birth.
- Select the date of execution as on the event date.
- Select the time of workflow execution.
- Select occurrence as every year.
- [Optional] To ensure that the email does not go out during the weekend (non-working days), let's enable the "Skip event execution on selected days" option and skip Saturday and Sunday, and instead schedule the execution for the next day, so the employee will get the birthday wish on Monday instead, when they log in for work.
- Select the time zone.
- In the Actions > Email Alerts, select the email template created for the birthday reminder.
- Click Save.
Birthday emails will be automatically triggered to your employees.
How do I automatically wish employees on their work anniversaries?
Follow these steps to automatically wish employees on their work anniversary:
Workflow process
You can configure a workflow that will automatically trigger email alerts to employees as and when they complete one or more years of service at work.
Step 1: Create Work Anniversary Email template.
- Navigate to Settings > Employee Information > Automation > Templates > Email Templates.
- Create an email template for the work anniversary; refer to Email Alerts Automation - Zoho People.
Step 2: Set up the workflow to trigger the work anniversary email.
- Navigate to Settings > Employee Information > Automation > Workflow.
- Click Add Workflow.
- Select the Employee form from the form dropdown.
- Enter the workflow name as Work Anniversary.
- In the trigger events, select date-based events.
- Select the event date field; the date fields in the employee form are listed; select Date of Joining.
- Select the date of execution as on the event date.
- Select the time of workflow execution, based on our use case (9:00 A.M.)
- Select occurrence as every year.
- Select the time zone.
- In the Criteria section, set Current experience is greater than or equal to 1.
- In the Actions > Email Alerts, select the email template created for the work anniversary.
- Click Save.
Work anniversary emails will be automatically triggered to your employees.
Editable primary lookup field is needed to set Add permission. What should I do?
When a form is created, the system automatically assigns the "Added by" field as the primary lookup. However, you cannot assign Add permissions to this field.
To solve this case, please go to Settings (gear icon) > Click on the respective Service > Extend Service > Click on the Form > Drag and drop a lookup field > Enable Primary lookup option > Save and then try configuring the permission.
How do I check if a workflow has been triggered successfully?
Follow the steps to verify workflow execution in Zoho People:
Navigate to Settings (gear icon) > Select the respective Service > Automation > Workflow Logs, check for the record on the corresponding workflow.
Although permissions are granted for Tabular section for the role, employees still can’t view it. Why?
To ensure permissions are configured correctly, verify the following steps:
From the Admin account, navigate to Settings (gear icon) > Select the respective service > Access Control/Permissions > Tabular section permissions > Select the Form and the Tabular section and check if permissions are provided for the respective role
Then, click on Record permissions under the respective service > Select the form > check if permissions are provided for the respective role and check the same under Field permissions as well
Timesheets | Time Tracker - FAQ
Why can't I export a timesheet for more than a month?
Here is why you cannot export more than a month of timesheet data:
Timesheet reports are limited to monthly exports to maintain system scalability and ensure the readability and manageability of the report data.
In Timesheets, the 'Send for Approval' option not visible. Why?
Follow these steps to enable the Send for Approval option in timesheets.
Navigate to Settings (gear icon) > Time Tracker/Timesheets > Approvals > Check if timesheet approval has been configured or not.
Click here to learn to configure an approval in Zoho People or follow these quick steps:
- Navigate to Settings > Timesheet > Approvals.
- Select Timesheet form and click on Add Approval.
- Fill out the basic information and navigate to the approvals part. In this example, we will be selecting the project manager as the approver for the submitted timesheets.
- Customize criteria as required (example u can enable this approval for a selective role of users).
- Customize the message section as required.
- Click Add to Save.
Once configured, ensure that the approval is enabled (switch state in on).
Performance - FAQ
I have published the appraisal cycle, but employees are unable to see any ratings.
While configuring the appraisal cycle, there is a section called ‘Publish Configuration’ where you can define the outcomes that need to be shared with the employee. Kindly navigate to Operations > Performance > Appraisal > Edit Configuration for the respective cycle > Publish Configuration, and check whether ‘User Ratings,’ ‘Reviewer Ratings,’ and ‘Reviewer Comments’ are included.
Where can I approve Review Extensions during the Appraisal cycle?
Follow these steps to approve review extension requests:
Admins can accept/decline review extensions from Operations > Performance > Appraisal > Review Extensions tab.
How can I see all the goals mapped for a User?
Follow these steps to view all goals assigned to a specific user:
Navigate to Operations > Performance > User Specific Operations > Search for a specific user > Goals > Click on the Filter option > Set the Goal status as 'All' > Select All Goal.
Leave | Time Off | Attendance | Shift - FAQ
I have sufficient leave balance, but I receive the error message ‘Leave balance exceeded.’ How can I resolve this?
Follow the steps to verify if the employee has actually exhausted their leave balance and customize policy if required:
This error typically occurs when an employee attempts to apply for leave after exhausting their available balance.
To verify and resolve the issue, please follow the steps below from the Admin account:
Step 1: Check Leave Policy Settings
Navigate to:
- Settings (gear icon) > Leave Tracker / Time Off > Configuration > Leave Policy > Select the relevant Leave Policy > Restrictions
- Verify whether the option “Allow leave requests that exceed the entitled leaves” is disabled. by enabling, this employee will be allowed to apply for leave even if it exceeds the available balance at that time.
Step 2: Review the Employee’s Leave Records / Add a Customized Policy:
follow the steps:
follow the steps:
- Operations > Leave Tracker / Time Off > User Specific Operations
- Search for the employee.
- Click Customize Policy.
- Hover over the relevant leave type and select View History.
Set:
- From Date as the Accrual Period Start Date
- To Date as the Accrual Period End Date
- This will allow you to review the employee’s leave accrual and usage for the selected period.
Will shift-based holiday override location-based holiday?
Yes, shift-based holidays will override location-based holidays, and hence the location-based holidays may not be listed as expected. To sort the case, it is better to set up all the holidays based on either location or shifts alone (for previous, current, and future holidays added in the system).
How can employees view the Leave Calendar for other departments?
Follow these steps to configure access permissions for resource availability and leave calendar report:
If you want to allow employees to view other users' leave in Zoho People, from the admin account go to Settings (Gear Icon) > View All > Leave Tracker > Configuration > Reports, then configure the settings below and click Submit.
Once done, Users can view other users' leave from Home > Organization > Calendar > Click on the Filter > Reset > Submit
LMS - FAQ
Why are LMS notifications sent to all employees after publishing the course, even though I added only specific members to the course?
This usually happens when the Applicable To field of the LMS course is not properly configured. Simply adding members to the course does not automatically set them as the applicable users for notifications. To verify this, please follow the steps below:
From the Admin account, go to LMS > Course > Select the Course > Click on the three dots present in the top right corner > Settings.
Navigate to the Applicable to tab and select if rules have been configured correctly in a way that makes the added user applicable for the course they have been added to.
Onboarding | Offboarding - FAQ
Trigger Employee Onboarding button is not visible. Why?
Follow these steps to enable the Trigger Employee Onboarding option for your Zoho People account:
Navigate to Settings (gear icon) > Onboarding > Employee Onboarding > Preferences and check if 'Trigger Employee Onboarding automatically' has been enabled.
If enabled, disable the option and refresh the page and navigate to Settings (gear icon) > Manage Accounts > Users > Click on the check box for the respective User > Trigger Onboarding.
I am unable to convert a candidate to an employee profile. What’s the solution?
Once a candidate has completed their onboarding, you have two options for conversion:
Convert them as a User
Convert them as an Employee Profile
Please note that User licenses and Employee Profile licenses are different and must be purchased separately. You can check your available licenses by navigating to Settings (gear icon) > Manage Accounts > Subscription.
Here are the key differences between user and employee profiles:
Users: These are employees who will have an email address and password and will be able to login to their account. They can access their self-service and perform various actions
Employee Profiles: These are employees who cannot log in to their account. These employees' details are maintained by the organization in the account. Security staff and contract workers can be examples of such employees. Since these employees cannot login to their account, based on set permissions, their manager or the Admin can apply leave or submit timesheets for them
If you require further assistance, write to support@zohopeople.com
An employee has left the organization and joined again. How should I manage this?
Follow the steps to handle employee rejoining in the system:
If the employee is rehired with the same email address:
1. Go to Settings > Zoho > View details (under Zoho Directory) > View > Users.
2. Select the user and click Manage Email Address.
3. Add the new email as a Secondary email (e.g., [user_ex@gmail.com])
4. Mark the secondary email as Primary and delete the old one.
5. Once updated, add them as a Candidate and proceed with the onboarding.
If the employee is rehired with a different email address:
Simply add them as a Candidate in the onboarding process and proceed.
Compensation - FAQ
I am unable to access the Compensation service
Follow these steps if you are unable to view the Compensation service:
Compensation: From the Super Admin account, go to Settings (gear icon) > Compensation module > Permissions > Compensation Administrator > Add Administrator
HR Help Desk | Cases - FAQ
I am unable to acces the HR Help Desk service
Follow these steps if you are unable to access the HR Help Desk service in Zoho People.
From the Super Admin account, go to Settings (gear icon) > HR help Desk module > Permissions > Cases Administrator > Add Administrator.
Employee Engagement - FAQ
I am a Super Admin but unable to see all the Surveys created in my organization. Why?
In the eNPS module, even if you are assigned an Admin role and another Admin has created the survey, it will not be visible in your account until the eNPS survey is shared with you, in order to maintain anonymity.
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