Chatfunction in Zoho support app
Is there a chatfunction in the customer support service?
Where is the Verify button?
Hi, I've been trying to verify my domain: perrylea.com all night. I set up the CNAME record. I verified the CNAME is working correctly using an online tool. The instructions say come back in 2 hours, login to the control panel and click the verify button. I can't find any button labelled verify. I see one called "validate" but that takes me back to the CNAM validation instructions. Please help.
Support Rep Home Page
Is there any way to make the dashboards page a support rep's home page? Or change/add the report displayed on the home page? the average time to close is not very useful since it doesn't obey business hours. thanks, Kim
Parts used
I think it would be good idea to have another tab in a request, where we could enter any parts (and/or software/services) that were used to complete the request. The tab should also have the option to enter the cost of these parts. Then when the appropriate report is run, not only can we see how much time was spent on the request, but also the list and cost of all parts used. This would make billing for the accounts team easier.
Possible to assign multiple reps to request?
I have not found a way to assign multiple reps to a request for the purpose of insuring more than one person receives an SMS message. Some of our tickets require a one hour resolution threshold so we need backup on the response. Any way to accomplish this ? If not, I would like to submit it as an enhancement. Greg
Beginner's Guide or Tutorial for Zoho Support?
Is there any sort of Beginner's Guide or Tutorial for setting up, using and managing Zoho Support? The online User's Guide at http://www.zoho.com/support/help/overview.html seems to assume a lot of knowledge which I do not yet have. At the very least, a few EXAMPLES would be helpful. Thank you.
Contacts and Accounts sync problems
Hi, I have follow with many interest the CRM to Support synchronisation topics and try to test them. I have follow the tutorial found in : http://www.zoho.com/support/help/zohocrm-integration.html I have try this 3 times but nothing appears on my Support contacts. The import still staying "In progress" on the Zoho CRM import configuration. I have try to change the sync method with Manual ou hourly but the end is the same. We use CRM, Project and Invoice modules and Support will be very usefull for
Customfields per department
Dear Zoho Support Team, As you might remember, i asked you about "customfield per department" feature about a year ago. As far as i can see, nothing has been changed. Let me explain again: we have different departments with completely different purposes, so customfields for one department are not suitable for another and just confuse users. All we want is an ability to define customfield per department (or Queue, as it's named in other request trackers). For example, one department needs a filed
How to increment the html attribute class
How to increment the html attribute class using jquery. i am actually working on a php/ajax data grid. it works on tables and dynamically i am loading rows result from the database. After the user has added rows with results in one table, the user can add new heading and add new rows in new tables. I am using the following code to do this var v = jQuery("#frmSovMca").validate({ errorLabelContainer: $("div.msg-error2"), submitHandler: function(form) {
Change Template for "Comments added" email
Is there a way to change the template for the email that is sent when a comment is added to a request? Specifically, we need to remove the "Commented by: Robert Jones ( RJones@MyPersonalEmail.com )" We can not have the agent's direct email showing to the customers. They will end up emailing an agent directly, killing the support work flow.
Portal Access
Any progress with being able to allow external users (i.e. Customers) to access the portal for support without having to create a Zoho ID?
Managing threads within a Zoho Support request?
Can I suggest the following improvements please to the display and use of threads within a Support Request... Thread Icons... Can the icon used against a draft thread in the list of threads within a Support Request be changed please to more clearly distinguish draft threads from the sent threads? Even changing the colour of the arrow part of the icon from green to yellow would help - Red arrows for inbound, Yellow for Draft and Green for outbound would be helpful. Hover-over messages... It would
Why does opening/viewing attachments in Zoho Support present a "Save As" box, whilst Zoho Email opens in the browser?
When opening attachments within Zoho Email they open up directly within the browser, yet opening attachments in Zoho Support presents the "Save As" box requiring the attachment to be downloaded to the PC before being opened. We have mobile users and we also operate a flexible working policy, therefore, our users can roam from Work PC to Laptop, to Home PC, etc. (Indeed, in using cloud services it is very difficult not to operate a flexible working policy). I'm left very concerned that in having to
Automatically assign priority based on values selected in various list boxes?
Hello, I'm brand new to Zoho Support and trying to set it up for a support center. I need to assign a priority code based on multiple factors. For example: If Impact on A = High then assign value of 3 If Impact on B = Med then assign value of 2 If Impact on C = High then assign value of 3 If Impact on D = Low then assign value of 1 Add all values, in this case 3+2+3+1=9 to get Impact score. If Impact score >=7 & <= 9 then Priority should be set to Medium (such as this example). Could you please
SSL error after seting up Subdomain.
I had no problem setting up the CNAME and domain to point to Zoho. When i try to access the site I a ssl error wich says im trying to access a different website. My company bought a SSL certificate. How can I set up our SSL in order to remove that error. Thanks in advance for any help. Andrés Altuve. BSNLatam
Administrator deleted his account but...
I would like to create an account of my own as the administrator but since I was a rep in the first account it is not letting me sign up to support saying that my email is already registered?
Web-to-request form within drupal
We have a new website which is made with drupal. The web-to-request form script does not work when we integrate the html within Drupal. Our webmaster can't find the reason why. Do you have any idea? I can imagine we're not the first customers with this problem... Thanks in advance.
iframe not working
Our application iframes the zoho customer portal. It is available for anyone to view. As of a couple of days ago we get this error in ie; This conent cannot be displayed in an iframe To help protect the security of information you enter into the website, the publisher does not allow content to be displayed in an iframe. firefox just shows a blank page. We haven't made any changes in weeks, and this appears to have started a few days ago. Thoughts? B
Average resolution time
Hi there, is there a possibility to create reports on average response time, preferably even average _initial_ response time? I see that there is a single number on the home page, but does that respect business hour SLAs? (E.g., nights and weekends don't count in the response time.) Also, the Zoho web pages mention the capability to report on average resolution time. Where can I find that? I have tried the reports page, but wasn't able to find it (blindness?). Cheers, Andre
About Nms
[26 Nov 2012 15:52:59:002] Error while reading server.xml. [26 Nov 2012 15:52:59:002] java.lang.NullPointerException [26 Nov 2012 15:52:59:003] at com.adventnet.nms.startnms.PrintMessage.getWebContainerPort(PrintMessage.java:380) [26 Nov 2012 15:52:59:004] at com.adventnet.nms.startnms.PrintMessage.checkWebContainerPort(PrintMessage.java:326) [26 Nov 2012 15:52:59:004] at com.adventnet.nms.startnms.PrintMessage.checkWebSvrConnection(PrintMessage.java:268) [26 Nov 2012 15:52:59:004] at com.adventnet.nms.startnms.PrintMessage.run(PrintMessage.java:178)
Email correspondance shown under Accounts?
Hi, I am new using Zoho. Actually we just bought it and are getting ready to start using. However, I cannot find out if it is possible to have email correspondance shown under Accounts instead of only under a Contact. We could have more than one contact for a given Account and would like to have an overview of the entire correspondance on Account level. I hope someone can help me. Best regards Camilla Skarsholm
Login screen on customer portal does not load
Last week the login screen for our customer portal did not load in my Firefox or Chrome browsers. The issue is temporarily resolved by clearing the cache and browser history. The problem is that our end users will not know this. Zoho support is working on the issue, but has not given me an ETA on resolution. Has anybody else experienced this problem? Jimmy
Issue Retrieving Email via POP
- We have Zoho Support configured to import email via POP. - The mailbox from with Zoho Support retrieves email is also hosted by Zoho. (Zoho Mail) - Inbound mail appears to be making into our mailbox at Zoho Mail just fine. - However, on Sunday morning (today) we discovered that a few messages are not being imported into Zoho Support via POP. - Now, we are not receiving any mail into Zoho Support via POP. Is anyone else having this same issue? Regards, V
Update more than one product at a time??
Is is possible to update a couple of products at a time or do i need to do only one at a time. For example if one of my customers has 4 products and they all need the same update do I need to do them individually??
Am I able to create a Zoho Report database for my Zoho Support ?
I generated a Zoho Service Communication (ZSC) Key in Zoho Support didn't see an area in Zoho Reports to place this .
Full text search for solutions in portal
We are finding that search of solutions in the customer portal only searches solution titles. For example if I log into the portal as customer and search for a solution the solution will only be found if I use a word or phrase that occurs in the forum title. If I use a word that occurs only in the answer section, the solution will not be found. This only occurs in the portal. If I log in as support user, I can find the solution either way. I am not sure whether this is by design or a bug. Either
Using my form on my website
Can I like copy my form code and paste in my website page so as people can use the form on my website?
Zoho support "forgets" selections in dependent fields
Hi all, I have a custom field called product and it has a dependent field called components. The list of components displayed in the dependent field depends on the product selected. I have noticed that when I save a ticket with product and component selected and access the ticket at another time, the component field has reset to the default selection. Can this be fixed? Also, the dependent fields do not always display. Regards, Jimmy
Wrong Support.Zoho Account Setup
Hi There I have just used zoho support and I really made a mistake of inputting the first information (setup information) -- it must be my business name and not my client's business name. Is there a way that I can modify the setup information? The email looks like that of my client: <client business name>@zohosupport.com and so as the name of the interface and all. Can I still have the opportunity to change it? Like, my email should be <my business name>@zohosupport.com? Please help!
Cannot save solutions!!!
This morning, I cannot save solutions. When I click the save button after editing an existing solution - the following screen is displayed. When I click back, my changes are gone. I encountered this problem last week also. I can reproduce on both Chrome and IE 9.
Request Assignment made Easy!
The typical day of the Helpdesk Coordinator here at Zoho Support is pretty exciting… Receiving hundreds of requests everyday, it is he who manually assigns ownership to each one of them. Though this can be accomplished using Workflows, we realized it was not an obvious solution for our customers. Also, it is quite common for us to receive a request related to Zoho CRM in the Zoho Support department which often required a manual move. We committed ourselves to find a solution for these productivity
New User : Can't log into support module
Hi, I've signed up to Zoho Support through google apps and having some issues. Firstly, the link in google apps takes you through to Zoho accounts page however there is no links in here to take you through to the support module? Is that correct or am I missing something Secondly, If I try to log in directly to support.zoho.com through either a google apps open ID or direct with Zoho login details it gives me - Unable to process your request - and the page title says 'Contact your Administrator. Well
shared apps
I shared an app with my users but it is not in the Shared App list. They can reach the app via a direct link - so the app is shared correctly (i followed zoho's instructions), but it's just not on their Shared App list it's also not shown in the Workspace Apps list. how can i fix it? thanks
Mail Setting Issue
When I want to setup mail in Zoho Support, select "Setup" > "MailSettings", then I found below msg. Mail Server Settings This page allows you to create a preferred support email id, this can be used as your customer support email id Email ID : @zohosupport.com After I input any name into the fill-in, the screen is still same. No further pop account setting according to help.
Not getting replies to requests sent to ZOHO!!!
Hello. I've sent several messages to Zoho about some issues and things we need cleared up that have been sent through the Zoho Help System. I have not gotten ANY replies back in regards to anything. While these questions may not be a major priority, it is COMPLETELY UNNACCEPTABLE to ignore these requests. If a customer asks a question, they should get at least a response back!!! Please respond to why our questions are being ignored!
How to stop running process in WebNMS without stop server.
Hi, I have requirement that have to stop running process when some requirement not fulfill. When WebNMS server start all process will up but in my requirement is that In my java code I am checking initially that particular database table schema is present in database or not. If database schema is not present then I have to stop the my process through code. I can’t stop server because at the same time other process is up. So how can I achieve the above requirement that other process will not affected.
Mail not sent if more than one email id in TO
Hi, Recently happen to notice that when I reply or reply to all from the zoho portal on a ticket that the mail is not been recieved at the other end If I happen to add more than 1 email Id (seperated by comma) in the TO section of the email body from the portal . Regards, Rajeev Nair.
Unable to get notifications when customer updates through portal
I am trying to get notifications to send to support reps when customer updates a request through the portal. The workflow is set to execute on either edit or customer reply and the condition is that the request is not closed. However, it does not fire when the customer updates through the portal. Regards, Jimmy
Account is blocked.
Hi, When I try and send an email, I receive an error message that says Unable to send message;Reason:554 5.1.8 Sender Address Blocked. Can I get my account unblocked? Thanks! ryan@catholicmarriageprep.com
Label new solutions
Hello, We use the solutions only inside the company. To communicate bugs and faqs. Is it possible to label the issues wich are new (published last week or so)? Thanks, reards, Simone Meijer Zermelo Roostermakers
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