Ticket View / List
Hi, Is it possible for an agent to set their default ticket view to a custom view? Is it possible to change or add to the data that is displayed in the ticket view list? Thanks, Scott
--show quoted text-- - too small
Some of our Support Reps are missing vital information in requests from our customers because the --show quoted text-- is too small and hard to see. Would you consider changing the colour of the text or making it bigger. See screenshot below
ZOHO SUPPORT HOME PAGE
CAN WE CUSTOMIZE ZOHO SUPPORT HOME PAGE? FOR INSTANCE - ADDING HE TASKS OVERDUE? THANKS SHOKO
Status duration
Hi, I defined few statuses (New, Analysis, Pending customer, R&D...), is it possible to retrieve the duration of each status. I know that the history tab contains timestamp of each change but I would like to get it automatically in a report. BR, Alex
Dates in exported CSV file vary in format
When I generate a simple custom report and view it in Zoho Support, the dates show in the format of dd/mm/yyyy hh:mm AM. But when I export in CSV format, I get a mixture of date formats as shown in the included screenshot. This makes it impossible to import the data into Zoho Reports, which I am trying out. Is there some setting I may be missing or something else I may be doing incorrectly?
Attn. Zoho Support Users who have configured their Gmail accounts for POP Fetch
If you have configured your Gmail account for POP fetch in Zoho Support, then this is for you. We have recently added two more IP addresses to our Zoho mail servers: 74.201.84.157 and 74.201.84.158. When Zoho Support tries to retrieve your mails via POP using these new IP addresses, 1) You may receive an alert mail in your inbox. OR 2) You may get a warning message from Google informing you about a suspicious attempt to sign in to your account. (Refer this forum post.) No worries! You just
unable to signin via remote authentication when using an aspx page
Dear community, I have transformed the signin.jsp (https://www.zoho.com/support/help/images/signin.jsp) into an .aspx file. Unfortunately I did not manage to get to my requests because I receive the following error message: {"result":"failure","cause":"E105 - Request Delayed"} Did any of you experienced this? and Did you found a way to solve the problem? Thanks in advance. Regards, Laci P.S. Looking at other related posts I saw that people had doubts if they used the right way of computing the md5
Creating a second edition for a separate Website
We have an existing account and now wish to create a second version for our new website. Can we do that under our existing account or do we need to create a new account?
Customer Portal Ticket Customization
I'm trying to setup the ticket information in the customer portal and had a couple questions. How do I customize what fields are available in the customer portal when the customer is submitting a ticket. For Example: Account Name If I can edit this template can I associate contacts with multiple accounts and only those accounts show up in the drop down? Or are all the accounts in that department going to show up?
Please check urgent
Hi there
Please check urgent
Hi there
Please check Urgent!!!!!!!
Hi there Please check I sent 20 emails and no one solves
Using "To Address" for assignment rule
I have tried everything to use "To Address" field to auto assign a ticket to a department and neither "contains", "is" nor "starts with" seem to work. What am I doing wrong? My rule is: If To Address is product_feedback[at]logmycalls.com assign to Product Feedback department
"You cannot submit ticket in this portal."
We are currently setting up our customer portal, we have tried different variations of permissions, but when customers go to the customer portal they see this message: You cannot submit ticket in this portal. I have searched the online documents and forums and cannot figure out what we are missing. Are we missing something obvious? Thank you for your help.
Problem with Routes
Hi, I need some help with creating routes. I just create some 'Routes' to forward my tickets solicitations to the respective departments. But it is not working properly. All my tickets are still going to the same Departments. Is that a restriction of Enterprise Trial edition? best regards, Ana
Email Template Variable Name
Can anyone please tell me what the email template variable name is for Classifications. ${Cases.Classifications} does not work.
Company Logo on Portal
Hello I can not attach my company logo on the website , I tried png , jpeg and gif but it does not work , already checked size and still does not work . tks Igor Ferreira SysQuali
Notification Rules
Hey, why not send the email to a client who mailed in a new case ? It can be sent manually when it has been assigned to an agent ...
Assignment Rules are not working properly
Hi, I created some rules to route our tickets to respective departments, but they are not working properly, all the tickets are going to the same department. I am using the enterprise trail edition (3th day), is that a restriction of this edition? thanks Ana
I would like to notify the requestor when their ticket has been assigned and who it has been assigned to.
Hello Zoho Support Community, I am attempting to use a workflow to accomplish this goal, but I am not seeing "Assigned to" as a field for comparison. Any assistance with this notification rule would be greatly appreciated. Thank you! -Ryan LaPorta IT Administrator Signature Consulting Group
Knowledge base access by different accounts
I would like to have different knowledge bases per accounts. I mean, in customer portal I would like that each one of our customers could see only a collection of articles of the knowledge base. Is that possible?
One ticket for more than one customer portal user
I would like to know if it is possible to assign a new ticket/request created by an agent support to an account in a way that all contacts of that account is able to see that ticket/request accessing his/her own user id in customer portal. Or in other words, if there is a way to allow more than one customer portal user of the same account (our customer) to see a specific ticket. Thank you in advance.
Solutions search returning inconsistent results.
My question is at the following short video. http://screencast-o-matic.com/watch/cX6i6RTFp
Changes to the terms Request and Support Rep
Back in 2010, when we first launched Zoho Support, we chose to use a particular set of terms within the product. We decided on these based on the practices prevalent at the time and on our own experience building service desk software before that. A lot has changed since then. Companies have started to take customer service several times more seriously. Newer channels (such as social media) have now become mainstream. Above all, the use of software in customer service has drastically increased. All
I would like to join a discussion that I was invited to.
wow really? This is the most unfriendly forum that I have used. Why cant i see old forums as well as new? This was a way for my company to connect and discuss new ideas. I cannot even see the conversation, or the portal to log into the private posts that I have already been invited to. ZOHO is just another way to waste my time. Thank you ZOHO for taking 5 minutes of my life away from me, but i would now like it back.
Referral Partner
Hello i did the form of https://www.zoho.com/referral-partners.html But I have not received any message about it. How i can complete my afiliation to Zoho and be a partner?
Help Center/Knowledge Base and Departments
Hello, how to insert Categories and Articles in the Help Center/Knowledge Base of a specific Department? thanks
I LOVE ZOHO
YEAH ~ !
Reply to request not added to customer portal
When I reply to a request, it does not add the entry to the customer portal information for that user. Only if I comment does it add the comment to the portal. Is this correct ? I was hoping to use the portal for all information on requests but it is natural for an agent to hit reply not comment so those do not get stored on the portal. Its a bit different than other support systems I've worked with.
[RESOLVED] CRM Integration / contacts & accounts sync
Hi, Since the first run of Zoho support i don't have any Accounts name associated to my Contacts. After a quick look on the sttings of the Zoho CRM Integration Setting I see that I don't have any Accounts config or checkbox like expose on the Help tutorials : https://www.zoho.com/support/help/zohocrm-integration.html#Select CRM Contact Fields I'm not able to delete the current sync to reconfigure the Intégration Zoho team ! Please Help ;-) !
Tasks in hours rather than days.
Hi there, I was wondering whether or not its possible to create a workflow task that has a timer based on hours rather than days? I'm looking to create a workflow task which, when a request field is changed, creates a task for the support desk to call
Track activity time in different months
Hi everyone, We are using Zoho support to track work time of the activities requested by our customers. Is there a way to divide/track time consumed in different months? i.e. An activity requested on May 31 and finished on June 2, we want to know time consumed in May and June separately. Thanks in advance!
How do I remove the automatic HTTPS extension at the start of website links?
Hi, we've transferred our support portal to our own domain with SSL, so our support portal URL looks like: https://support.companyname.com The unfortunate consequence of that is that any website links for accounts that begin with www. are automatically presumed to require an HTTPS extension as well. E.g. if the website is set to www.test.com, when the user clicks on that link on the right hand side of the request, it will open up https://www.test.com This generally throws up an error (e.g. see screenshots)
20140619 - can't reply (no text field)
Hello, Anyone has the same problem today ? when we hit "reply" there no text filed to reply... After activating developper tolls debugger on Internet Explorer, there's a JavaScipt error .. I already have a ticket logged at the helpdesk, but was wonddering if anyone has the same problem. thanks, bertrand
Workflows/Alerts Problems
Hi, I don´t know what is really happening with our account but we are receiveng so many responses duplicates, seems like an infinit loop, form our customers. I disabled all the alert but we are still receiving it. This a really urgent matter!! Pleas help. Many Thanks. Regards, Paula
WorkFlow Rules?
Hi. I have an answering service that sends me an email when they get a call. In the email is the customer's information. I would like to create a rule that creates an account or a contact, based on the fields provided in the emails they send me. Is this possible? The fields are consistent with First Name, Last Name, Phone, etc.
Portal user to have visibility to all Request if they belong in same account
how can we make a portal user to see all request under the account he belongs too.. as today i can only see myrequest. My requirement contaxct must see all request to the account he belongs to.
Is there a way to add existing Contacts as portal users while remote authentication is active?
Dear Ladies and Gentlemen, We would like to be able to add our existing Contacts as portal users. I understood that it is not possible to invite them as portal users while remote authentication is active and we do not want to send invitation emails to them, we only want to inform them that they have the possibility to view their requests and to issue new requests via the customer portal. Therefore we would like to know if there is a way (or a script) to add existing Contacts as portal users while
Charts in Custom Reports
I'm trying to build some custom reports and would also like to create a chart to display the results. However, the only reports I can generate a chart from are the default / standard reports. Is there any way to create a chart from a custom report? Thanks for your help, Brandon Townsend
How to get zoho support?
Hi all, we just subscribed to ZOHO Professional edition How do we get support. I tried calling the support number 1 888 900 9646 but it always goes to voicemail saying no one is available. Also I can't even submit a tickt via their support page. it does not accept my Zoho login id/password
Next Page