Zoho Support Facility - Client Iphone App
I have a real problem offering Zoho to my customers as most use mobiles/iphone to currently contact us when technical problems occur on their servers systems or networks. They currently overload us with direct phone calls or urgent tagged emails ( often via smartphones) when they have a problem. In order to get them to migrate to using a support portal like Zoho they will only do so if it can be done from their smartphone in a really easy and simple way, else they will not bother and just phone
Fields
Good night, i need to know the name of the fields about a request, have a list this ? I been used the url: https://support.zoho.com/api/xml/requests/getrecords?authtoken=7defb270e585f3f678b925968618b4cd&scope=1&portal=digitalmed&department=Digitalmed&selectfields=module(Email,Description,Phone,Resolution,Subject) But i don´t know the name of the all fields, just some fields... Thanks! Igor Ferreira DigitalMed
Unable to send as sender (Reason:550 5.7.1)
Hi, We have several email addresses pointing to one department and when one of our reps tried to send an email using one of these addresses she received this message: Error while processing the request! Unable to send message;Reason:550 5.7.1 Client does not have permissions to send as this sender Can you please explain how to fix this? Thanks
Real CRM integration in Support
We're using Zoho Support for the following cases: Support current customers. Handle messages from our website contact form. Handle messages from our info@ e-mail. Handle messages from our sales@ e-mai. We're also starting with Zoho CRM. There is one thing that is quite cumbersome though. Except from the first point in the above list, the other options are very related to CRM and sales. Out of those contacts, we're clearly developing the following CRM related data: Leads, for those who can be potential
Is there a way to delete all "Requests" and restart the numbering?
So as to begin the Support module brand new so that the first item to appear will be request # 100.
Work Orders with Zoho Support
I am using Zoho support for generating service tickets, IS there another Zoho platform that can create work orders from support? If not is there a solution you recommend?
Execute workflow rule when a Support rep replies to the existing request
Is there a way to set up a workflow rule so that it executes when one of our support reps replies to a request? For example, a customer submits a request, and we want to notify them when we have replied to the request, but we DON'T want them to get a notification when we have edited the request in some other way (e.g. assigned it, or changed some other detail of the ticket that is not as important). I couldn't find a criteria that would work for this (in the criteria drop-down). Hope that's clear
Colors in views
I need some help understanding what the colors of the status and priority fields in the Request View mean. It seems that Closed requests are always green and Open requests are always gray, is that right? And for Priority, it seems that Low is green, Medium is orange and High is red. Is that right? I added a priority called Critical which is higher than High but they appear to show up green. Is there any way to make Criticals a different color or at least default it to red so they're the same as
Email Request Creation Filters
Hi, I'd like to propose the following feature. The ability to FILTER out or specify which emails received can be created as requests. For example you have a general support inbox that zoho is monitoring for incoming emails. Currently, correct me if I'm wrong, Zoho will pick up any and all new emails and create or update tickets. This feature would be useful if that general support box constantly has internal engineers or support people emailing and responding to emails but do not wish for their
re-activate a user in free edition
I deactivated a user, as they are leaving the company and wanted to replace them with a new user. However it won't allow me to add another user in free addition. I then tried to re-activate the original user to change the name but it won't allow me to do that either. Can anyone assist me with this? I'm confused as to why originally I was allowed to have 2 support reps but now I'm only allowed 1.
customer portal being more skin responsive
Is there any way to make the customer portal more responsive so if the user is accessing it on their smartphone or tablet that the features of the portal respond accordingly? Right now if I access the customer portal on my smartphone the Sign In | Register links in the upper right-hand corner are inaccessible b/c the screen is so small on the phone.
Reply from customer not included in request
This does not happen with all requests and I have not been able to see a pattern, but multiple replies from customers will not be included in a request that they were sent from. Meaning, when I am in request ##350## and send an email to a person, their reply back to the system is not included in ticket ##350##, but creates a new ticket, that I must them manually merge with the original ##350##. I would like to know how to correct this as it is super annoying and a lot of extra work.
modify submit a request form in customer portal
I am trying to add category and sub-category fields to my submit a request form on the customer portal. When I go into setup and edit the layout for new request I've dragged and dropped those two fields to show, but when I look at the customer portal they do not show. What am I doing wrong?!
Report Scheduler Not Working
When I click on the New Report Schedule in the Zoho Support module, I get an empty Zoho webpage. See attached image. I need to schedule reports asap as my boss is requiring this information. Please let me know what I need to do to fix. I've tried from various browsers and all have this issue.
Eliminating multiple duplicated contacts
We have multiple people working with this program and our contacts/businesses are often duplicated. Is there anyway to do a search and find all the duplicated contacts and mass delete one (or more) of the duplicated records?
Can't setup Report Scheduler in Zoho Support Module
When I click on the New Report Schedule in the Zoho Support module, I get an empty Zoho webpage. See attached image. I need to schedule reports asap as my boss is requiring this information. Please let me know what I need to do to fix. I've tried from various browsers and all have this issue.
The new followers feature
Hey, Could you please give some information regarding the followers feature? Thank, Omri
Account page does not show all requests
The account pages were modified recently. Since the modification, now we cannot see all tickets associated with the accounts - only some show up. Please investigate this problem and correct it.
Hide categories from accounts?
Hi, I created a couple of Categories, but i can't find any option to hide Categories from certain accounts? I don't want some accounts to see categories or forums that aren't relevant for them. In Zendesk, you can tag these accounts to group these categories and here I can't find this option. To switch to you, i need this functionality! Awaiting your answer, thank you! Best regards, Halil.
Zoho Support information
I am attempting to get more information on the Zoho Support module so I can determine if it will meet my needs. Where can I find out more on this module?
Outlook ComboBox Sort Code
The following code searches all Categories for the contacts that are in each Category, and this includes contacts from the Contact folder, and it's sub-folders, sub-sub folders, and its sub-sub-sub folders. So the Combobox named "ddlCategories" shows the list of all Categories and when I click on one of the Categories, the Combobox named "ddlContacts" shows the list of all contacts assigned to the Category I clicked on, and as to the list of Contacts that show up, each one is link to the specific
new request can only be assign to one self
When you create a new request by using "add request" you can only assign "Request Owner" to one self. This really messes with our workflow, so any fix for this will be highly appreciated.
Admin locked out, please help
Hi, Our admin has somehow been locked out. Not able to log in using Google apps either. ***Please re-enable his access immediately.*** Thanks!
Having real problems getting you guys to respond
Hi, I've been trying to get some help from you guys with uploading excel spreadsheets for about a month now. There seems to be a glitch whenever I try to do it. Unfortunately, I keep having to chase your support guys as they never respond to emails or if they do its over a week later. Is this your normal customer service??
Auto assign requests based on day of the week, or week of the month, etc.
Our company would like to share the workload of supporting our customers. Ideally we would like to be able to auto-assign requests that come in based on the day of the week. For example, requests that are created on Mondays go to Support Rep AA, requests created on Tuesdays go to support Rep BB, etc. Or perhaps all requests in a given week go to AA, and then the following week to BB, and the week after that CC, etc. Is there a way to do this? I couldn't find one using Request Assignment Rules,
Creating a report based on Account (Customer)
We would like to be able to create a report (and have it displayed in the dashboard) that shows the number of requests that each of our customers (i.e. Accounts) have submitted. But when I create a new report and try to customize it, under the "Grouping" tab, "Account" is not an option in the "Summarize information by..." dropdown menu. I have tried and tried to figure out how to add a field so that "Account" will be an option in this dropdown, but without success. Is there a way to do this? Thanks
How do I add a phone lookup field to an In Negotiation view?
Hi, How do I add a Phone lookup field to an In Negotiation view? I have tried going to: >Setup >Customization >Fields >Modules List: In Negotiation >New Custom Field Then added both a lookup field and a straight forward phone field but when I apply this field to my Negoation view the column is never populated against the record... Any help on resolving this issue would be much appreciated! Thanks
Customer invitation not accepting new password + confirmation.
Hello Zoho support, I wish to note an issue which one of our customers are facing. After inviting a user to the customer portal, this user is unable to enter a password to confirm the invitation. I have also tested and was also noting that the page appeared unresponsive when attempting to enter in a password (After following his invitation link myself). Both of our configurations are Windows 7 and using IE 9. I had also attempted to submit a support ticket on this item, but also had some issues
Mail settings with Gmail
Hi I wanna use a custom email (support@ tribecapediatrics.com) so when someone sends an email to this address it will be received a request. However nothing is received in the request even if the email is received correctly in the mailbox . All my settings are correct, can you please help?
Code to Contact Link - Outlook 2007
I have the following code in a UserForm which has two comboxes, and the first comboxbox is my list of categories...and the second combobox shows the contact names of the contacts that are a part of the category I click on in the first combobox....but the name of the contact is not a link to the contact....so is there a quick fix to this so that the line which is: Me.ddlContacts.addItem ctc.FullName is changed so it is not just the FullName of the contact, but the link to the contact.... so
Zoho Server Upgrade: Saturday, Aug' 31 @ 10 AM PDT
In order to improve your overall experience in using Zoho Support, we work on many things under the hood. From time to time, we also upgrade our infrastructure (think of it like cogs and sprockets) to improve speed and performance in general. On 31st August 2013, we're scheduled to do one such upgrade of our underlying infrastructure. As a result, between 10 AM and 10 PM PDT, some of you might experience intermittent difficulty while accessing and using Zoho Support. Whitelisted IP Addresses: Those
Send an email when a ticket with billable hours is closed?
Is there a way to do this? Here's our scenario: most of the customers we have on support have some sort of support agreement with us, so we don't really need anything more than the reporting we can do on hours spent on tickets for them, etc. But for a few customers, we only bill them for hours used in support. So, when we have a ticket for them that gets worked (and time gets applied to it), we would like to be notified (or have some easy way of being aware) when the ticket is closed, so that it
Refund!
This is now the 3rd e-mail in 5 days. I have also left 2 voicemails! Why does no one respond? I signed up for the pro package with the 15 day guarantee. I am beyond dissatisfied and would like a full refund as soon as possible. This lack of correspondence is he exact reason why I need a refund! - Jacob JacobNStuart@aol.com
Is it possible to assign a ticket to a Zoho Support user when submitting by email?
My team are currently using Zoho Support and have users and ourselves emailing in tickets to the system using companyname@zohosupport.com. This works pretty well but is it possible to specify who the ticket is assigned to when submitting by email? Similar to how you can specify the notebook / tags for a new note when emailing to evernote. Example subject line: "Request Name @UsernameA #ProductB" This would create a ticket with the title: Request Name, assigned to the user: UsernameA and with the
Modify the customer portal forms
Hello I want to capture more customer information when someone signs up to our portal, ie right now you only have to enter in very basic information but it is very important that we capture the customers phone number and country of origin. Once a customer has signed up they can add this info but its not mandatory and I want to add more fields to the "my information" section and have them complete it as apart of the process. Eg I want them to enter in warranty information about the prodcut they have
Alert with new reply template including text from reply
I am wondering when a feature is to be added and how will I know it is available. I asked about a month ago and a tech told me that it will be available in 3 weeks, but I don't see how to make it active. I want to add to the "Alert(or Notify) Support Rep when there is a new reply from the contact" template so that the body of the actual reply from the contact is sent in the alert. Meaning, I can read the user's reply in the actual alert without having to go into the Support Portal. Can you tell me
zoho support access
I am currently user for ZOHO CRM Professional and ZOHO Project Express to which access through Google Apps, I want to try ZOHO Support and I can not do it when I try it I get the following message Unable to process your request click here go back. Please can guide me to access
Decrease a field called "Number of tickets" in an specific account
Hello guys, Is it possible to create a rule or use the REST API or something to Decrease a field called "Number of tickets" in an specific account?? I have created the field Number of tickets in Accounts, I set up the number of ticket that my customer pay to me and I would like to decrease this number. In addition, I would like to create an alert or task to remember the customer to buy more tickets when "Number of tickets" are less than 5. Thank you very much for you help, Alberto
Cannot send emails from Support app
getting the following error message when clicking Send and Close: Error while posting request! null nothing is happening when i click Send.
Tasks with Zoho CRM
Hello, Zoho Support solves so many of our needs for client inquiries. However something that seems to be a recurring workflow break is when a request requires several tasks to be completed to solve the request. Since our tasks are recorded in Zoho CRM, are there immediate plans to integrate the tasks in Zoho Support with those in Zoho CRM?
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