Customer is not able to sign in
Hi, Earlier customer was able to login into support portal, Now he forgot the password and when he is putting his email id so it says email doesn't exit into the system. From admin panel, I am not able to delete the customer from customer portal and not able to re-invite him. How he can access the portal again? Regards, Manish
Interact with a ticket by e-mail - Zoho Support
Is it possible to interact to a ticket sending an e-mail? I know that it is possible to open a ticket, by sending an e-mail to xxx@zohosupport.com. But how can a client interact with a ticket only by answering the e-mail? Best regards Giuliano
API Get Records By Search Question
I've made a custom field called TFS Incident for our Support Tickets. I am trying to use the Zoho API to try and search for Zoho tickets with a particular TFS Incident, but it keeps coming back saying there are no results even though I know that there are Zoho Tickets with this particular TFS Incident since I created them myself. Here is a sample url: https://support.zoho.com/api/json/requests/getrecordsbysearch?authtoken=token&portal=ourcompany&department=ourdepartment&searchfield=TFS Incident&searchvalue=12345
delete users, impact on billing
hi, i have 6 agents on support, i want to delete one to reduce my bill. is it possible?
What is the definition of an Agent ?
We are a subscriber for Zoho Mail and is interested in the Zoho Support feature. May I know what is the definition of an agent ? In our company we have 1 helpdesk person and 4 technicians. All communication with the customer is done by the helpdesk person. When a support request is received, the helpdesk person need to assign to anyone of the 4 technicians. When the task is done, our technician will email to our helpdesk person on the status. How many agents subscription do I need ?
Adding an option for customer feedback in Free plan within the help desk
We should be able to get at least simple feedback with or from customers on the free plan. Just makes sense Regards, Kim
Business Hours On Free Plan
Business hours should be available on the free plan to go with our SLA default. Kind Regards, Kim Dir. of Communications/Office&Product Manager/Customer Account Manager @Jacob's Sales & Tech Store
How to set a field to be displayed in the Customer ticket query portal?
In the field of registration is scheduled to be presented , but the same does not appear.
Consult: Customized Reporting in ServiceDesk Plus
Hello Help me please to design a report in ServiceDesk Plus that shows the different states that the requirements have managed over a period of time, such as Open, On Hold, Resolved, Closed. Greetings and thanks, Vir
Not getting the emails as tickets
Dear good afternoon , We are not getting the emails as tickets in our system " zoho support" . We have this problem all day . Our website : https://suporte.2aliancas.com.br Regards
how to automatically marge identical cases?
I get multiple cases if someone send mail to two of my agents. How can I identify and marge this cases to one case?
Connecting mail and Zoho support system without forwarding
Hello, We're looking for an option to transfer the mails in our support mail account as tickets but we don't want to forward automatically. Can we configure the IMAP setting of the mail we use for support? Thanks
Agents in different department not receiving interdepartment tickets
I have one department sending tickets to another department, but the the receiving department isn't receiving anything
Deleting customer portal users
I need to remove someone from the Customer Portal because I need to make her an agent in Support. But I can't delete her. Please help!! This NEEDS to be done.
Lock Display Preferences in Web Interface
I want the Display Preferences to always: - Sort by "Due Date" - "Records per page" set to 50 and to have it sort ascending. This way, I can create a filter that shows the tickets that are due today first and hides everything else. Quite a lot of times, the "sort by" changes to something else and I find a always have to set it anew. Is there any way to lock it?
Can't use "To Address" in the assignment rules
Can someone help me with the Ticket Assignment Rules? I m entering a rule that will use the To address and it does not seems to work. I use "contains" or "is" but they do not do the job. Are there any limitation I need to know about it? What exactly is the To Address? not the Address in the "to:" inside the ticket?
Create Ticket on an Account in Zoho CRM
Why is it not possible to create a ticket against an "Account" in Zoho CRM? It seems it has to be a "Contact" This doesn't make sense, as f.ex I want to create a ticket against a Company, not a contact person. Is there a setting to enable this or is this a design flaw/feature?
Why does zoho cc the system email address when responding to tickets?
Hi guys, We're wondering why Zoho CC's the system email address when responding to email tickets? It even mentions this in the help guides but doesn't explain why. What is the point of this? It looks strange on the email to see the address cc'd. Is this necessary? How can we remove it? Thanks.
Emails never arrive as tickets
Hi I am trying to setup my Zoho Support but it emails sent to my zoho support email never arrive as tickets. I am using the default domain Zoho provides for testing purposes xxxxx@xxxx.zohosupport.com. I hope you can help me. David
Delay in receiving tickets in ZOHO forwarded from our support email
It's been over an hour since customers have sent us emails. No tickets being created in support. My team informed me last week this happened to them. Are you still having issues with your email server?
Single view of all support departments
Hi, We have a few departments however there is no way to know what is going on within your departments unless you actually click on them. Is there no single view where I can see all my tickets from the different departments? It is very frustrating to click through each department each time I want to check if there are new tickets. Thanks and regards.
Filtering via the API
Hello, Wondering if a filtering parameter can be used via the API. Say i want to get a listing of all the contacts that have a certain phone number or better yet, all the tickets assigned to a certain owner. Thanks in advance! Paulo Silva
How do I clear sender ID - SMS
Trying to set up SMS with Clickatell. Every message fails due to an incorrect Sender ID. Have tried clearing old settings. Does not work.
Ticket views to include records more than 30 days old?
How do I get my ticket views to include records more than 30 days old?
Delay in receiving tickets in ZOHO forwarded from our support email
Hi, We are having issues from this morning. We are receiving help tickets to our organizational email but some reason it is not being forwarded to the ZOHO support email address. Only one email got through and it created a ticket but rest nothing. We would be truly grateful for your help/suggestion. TIS Support Team
How do i for configure my old e-mail, for receive e-mails in to ZOHO ?
How do i for configure my old e-mail, for receive e-mails in to ZOHO ? Today i have one account @zohosupport.com, and my another account is @presence.com.br.
"standard department responsible "
How to define a "standard department responsible " in ticket opening the customer portal ?
Export ticket contents
Hello, Is it possible to export the contents (e.g. original customer email and reply) from ZoHo Support? When I use the export function is shows a column named description. This column is empty. Kind regards, Bas van Pelt
App fro Zoho Support
Any please of making an app for Zoho support so we can chat with users directly from our help desk? Kind Regards, Kim Dir. of Communications/Office&Product Manager/Customer Account Manager @Jacob's Sales & Tech Store
Changes to Task Notifications
Earlier, while creating a task, it was possible to choose to notify the assignee or not. But, a consolidated overall setting seemed to make more sense practically and seemed far more convenient. In a recent update, we've moved that setting to within the Setup screen. Now, you can choose to notify assignees or not from a single option once and Zoho Support automatically remembers that option everywhere else. The notification will not be sent when the task owner is the user who created or updated
Adding new accounts
Is anyone else having troubles adding a new account?
Unable to see all tickets issued to a user
When My account was setup it had a different email address. When we changed the email address to the correct one, I can not see some of my requests. When I query them and try to open them it gives me an error saying that I am not Authorised to look at the ticket. What do I need to do to fix this problem? Also under "My Information" there is a cross next to Active. How do we fix this as well?
Customizable Forum Status's
We want to be able to customize our forum status's and then mark them with our own status this way our customers can see what's happening and view it as well Reply soon Regards, Kim
Planned Status in the Idea forums
Do you plan to add the planned status to the idea forums for customers to use? Regards, Kim
Suspending Users
Hello, How do we suspend a user account? Does it have to be active? Also, How do we ban someone from using our forums? Regards, Kim
On the free plan for the zoho support help desk
Is forums support given to free plan users from your team to free zoho support customers. Reply soon Regards, Kim
Need help setting up Contact acknowledgement when a new ticket is received.
I have the automate option set to reply to a contact when a new ticket is received. But it never seems to actually send an email conformation to the contact.
Contacts are not receiving an email when a new ticket is recieved. Need Help
When I select the "Acknowledge Contact when a new ticket is received" option it does not send an email to the contacts. It will send an email if the ticket is closed but not when the ticket is received. I could use some help sorting this issue out.
IF we are on the free plan can we change our domain from support.zoho.com?
Is there a way for free plan users to switch their domain from support.zoho.com/your company to yourcompany.zoho.com? Reply soon! Regards, Kim Office & Product Manager @ Jacob's Sales & Tech Store
Where to get a tutorial or training Zoho Support in São Paulo - Brazil ?
I need to know Zoho Suport to configure and subtilize .
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