Reply to email desperately needs placed at the top of the screen
When opening a ticket with a lot of threads and very long emails like I often have it would be so HUGE!!!!!! to have the reply at the top so that you don't have too scroll all the way to the bottom of the screen to hit "reply"!!! That is sooooo aggravating. It should be under actions and or maybe even a right click option or other place. Perhaps even keeping this tool bar on top so it doesn't get lost in the endless scrolling. Place it under the Actions menu or next too it as indicated by the arrows.
Search does not look in Contact's Comment field
Please add this feature Thanks
Email Configuration
Hi, We run an Exchange 2007 Server and would like to setup our helpdesk@companyname.com email address as the primary email address for Zoho support, can someone point me in the direction of a setup guide, i have configured settings as i would expect but keep getting an error 'outgoing mail server authentication failed. specify a valid username and password' any tips hints would be appreciated. Thanks Tim.
Hyperlink
I have notice I can no-longer create a hyperlink for related request in the comments. When ever I needed to see a related request, I could put # and the 5 digit request number to create a hyperlink. This was very convenient in a number of ways. When I try to create the hyperlinks now this is what I receive: <a class='statuslink2' href='#Cases/dv/74bea9dd3697904bece75d1c13dcfa6942acf79f93f757e8' style='opacity: 0.8;font-size:11.7px;'>#43433</a> Is this something you can correct? Thank you, Sharon
How do we create a Pick List containing all Account names?
We are trying to create a Pick List that contains the names of all the accounts setup for the company. Is there a way to do this in the Accounts List of Fields for Zoho Support? Thank you
change the default mail setting that is using the wrong email address fro replys
Trying to change the default mail setting that is using the mirrorimage@zohosupport.com email address with responses, need to change that right away to support@mii-services.com. Please advise as quick as possible. Robert Hutchinson 'Hutch' Operations Mirror-Image, Dynamic Delivery Network E: hutch@mirror-image.com O: +1 781 376-1953 C: + 1 781 726-1370 www.mirror-image.com
Support ticket - TAT
Hi, Can you please share your TAT for resolving support tickets raised with "emergency" status? We had raised a ticket on Monday - almost 96 hours after the event, there is no response. Not a single one. While I don't expect rockstar service from you, there is a reason why we marked the status as emergency. Because it was one. I hope you guys get your act together before it is too late. Kunal
How to create a pick list containing all Accounts
Is there a way to customize the Account fields in Zoho Support which creates a Pick List containing the names of any current Accounts setup for the company? We are looking to have Accounts that are branches of another parent Account.
assigning a request automatically to a group and not only a person
Hello, I'am trying Zoho Support. I want to know if it's possible in automation to assign a request directly to a group ? This feature is very important for us if we want to use it in our company. Regards, Jérôme
Iphone App
Last year in December I asked ZOHO support if we would ever see an Iphone/Ipad app for ZOHO Support. I was told it would be release in the next 30 to 60 days.. I checked back in March and July and was told the same story. Anyone know the "real" time frame if it all?
User Not getting password reset link in zoho support
when I add a new Support Rep in Zoho Support, the person does receive a welcome mail with Link saying click here to get started. But the redirected page no where gives option to user to put in a new password and simply after asking time zone information logs user to zoho. now user never had a chance to reset a new password for him, so when he logs out he has no password to log back in. Please help on this.
Issue with Customer Responded Requests and finding customers as contacts in Zoho Support
Hi, I have integrated Zoho CRM with Zoho Support to daily pick Contacts and Account from Zoho CRM to Zoho Support. Now I have 2 questions regarding that Q1 - I have around 390 contacts (customers) in Zoho CRM but in Zoho Support I can see nearly 3000. Probably every person who is writing to my support address is added as a contact in here. In result I can not differentiate between customers and non-customers by just looking into Contacts Tab in Zoho Support. Q2 - Regarding "Customer Responded Requests"
Recent Changes in Our UI
Over the last few weeks, we've been trying to simplify Zoho Support's UI wherever possible. As a result of that direction, we made the first few changes to the UI yesterday, by rearranging a few elements on the UI. Combined View for Reports & Dashboards Henceforth, Reports and Dashboards shall be available in a single module. The Dashboards module has moved to its new home under the Reports tab, at the top of the UI. Products tab Similarly, the Products tab has moved to its new home within the 'Organization'
Creating requests adds new products
When we add requests if we enter the same product name in the product text box it keeps creating additional products with exactly the same name. Is there a workaround for this? We have loads of products all with exactly the same name Thanks in advance
Request Views
Hi, I'm wondering if you can change the main view for requests? I would like to be able to see the bug information in the main view as well, is this possible? Thanks, Darren
Need to share detailed request information
Note that I am currently subscribing to Zoho Support Professional. I'm trying to determine the best and most efficient way to share detailed request/case information to the various account managers in our organization. Ideally I would like to be able to generate a daily/weekly report for which includes the detailed information, including all email transactions and comments. However I'm finding that this data is seemingly not reportable. I've also considered providing each acct manager with a
OpManager / File Monitor / Regular Expression excluding string
Hello, we're monitoring our Oracle alert logs with OpManager (Built 10100) using the file monitor and log file agent. Now we'd like to monitor all ORA-xxx errors but exclude ORA-609. Therefore we tried the following search strings with regular expressions: (\W|^)(?!ORA-609 )ORA-\d{1,6}(\W|$) Unfortunately the regular expression above does not work. (?!ORA-609 )ORA- Even this simplified regex does not work. Does the regular expression feature of OpManager File Monitor have any restrictions?
Insufficient Privileges to perform this operation when clicking Copy URL in Solutions
We have been importing a lot of information to create our Knowledge base. I have also been adding new solutions directly from Zoho support. When I click on the Copy URL link for any imported articles I get the following: Insufficient Privileges to perform this operation. Contact your Administrator. When I click Copy URL here link for any I created in Zoho support it works fine. The work is all being done under a single login right now so how can there be insufficient priviledges? How are QuickCheck
Time duration for Time based action limited to 1 hour..
Hi ZOHO team, I would like to set up time based action for client response like the scenario is 1. If the client not responded within 1 hour the status should not change. 2. If the client responded within 1 hour status should change. And I need this changes to take effect as soon as any reply from client but with 1 hour limit in time based action.I am getting all the changes after 1 hour, so i need
Zoho CRM Support vs Zoho Support
Zoho CRM has a support function called Cases. Do I need Zoho Support? Is Zoho Support only for those that do not have CRM? Which one should I use if I already have ZCRM?
Engineering Roadmap
Specific to Zoho Support... In reading through the forums I've seen multiple x multiple references to the effect of "It is not supported today, but we'll try to get it into our engineering roadmap" or "but we'll try to get it into our next major release", or etc... My questions are... Can/will you share your roadmap with us? What are the engineering developments that are currently in the works? When we can expect to see them? Etc... I, and WE look forward to your feedback.
Automation eMails
I can't seem to find out how to send out emails when you choose a selection in a custom field. For each selection there is a different email that needs to go out to the customer and it is mandatory for an agent to pick one of the classification fields. Is this possible? If you look at the picture attached and the custom field that i created then you will have a good idea of what i would like to do. When the request is saved it sends out the email.
Gmail Account not working in POP
I am on a trial and for two days i have tried to get the ZOHO system to pull in a company GMail account emails. I have had no success. What is going on with this?
Reporting on requests per month - filtered by channel
Ok, so i thought this would be a given: A report that shows number of requests received by month per channel. Tried everything but can't get the "Request Created Time" to aggregate into months. I found a work around (I thought): generate a report per month and then use the totaled columns on the Matrix Report to give me the month totals for each channel (Web, Email, Phone etc.). I spent a good 45 minutes running reports and transferring data to excel before i realized the totals don't reflect the
Font for secondary links in solutions does not save correctly.
When I create a solution and embed a link to another knowledge base article or external site the editor shows blue font that is underlined. In my customer portal the same text displays as grey with no underlining. This makes it difficult to know that links exist in the body of my solution. The attached image shows the difference. Are my selections in the Themes tab of customization influencing what saves and displays in the customer portal?
Change Date and Time when Closing Request
Hi need the ability to change the date and time a request is closed. Scenario Tech resolve call 4:55 PM Friday Afternoon Admin Close call Monday 8:01 AM Request now out of SLA
Retaining link properties in a published solution
When I create a solution in the editor it shows the secondary links I create as blue and underlined. When I publish the solution the links seem to be the same color as the text surrounding them and are not underline so there is not way for someone to notice the links unless they mouse-over them by chance. How can I get my secondary hyperlinks to be in a unique color and underline once published? The attachment shows how, while editing the solution the link appears as blue with an underline. The
Some issues with zoho portal
Hi, I have found some issues while using the portal for our ticketing purpose and they are as follows : Major drawbacks using zoho support : 1. Auto-response : When a ticket is created through email the auto-response which includes the ticket number in the subject is sent only to the person who sends the email and not everyone in the loop (CC). 2. Notification Alerts (Time based) : Time based action triggers a notification alert message every time (specified) in a repeating cycle.There
Can't restore items from recycle bin
I am unable to restore items from recycle bin whether I have one or multiple items selected. There is not button or option to restore, at least not one that I can find. BTW, deleting a contact and subsequently deleting any requests is a bad bad bad DB model.
forum
forum
Can't send/receive mail
In the free edition isn't enable send reply or received ticket by email?
Assign request to email in "To" field
Good day I still receive support mails to my personal address and I'd like to reply to the person and cc my support address. However when doing this, the request is linked to me, not the person I'm responding to. Basically, I want to build a workflow as follows: Mail received from person@example.com in Outlook. I reply from me@mycompany.com and cc support@mycompany.com Support picks up the mail but assigns the request to the person I reply to (person@company.com) and not to me (me@mycompany.com)
Self Service Portal
I have disabled "Solutions" for my customer self service portal yet the Solution tab still appears in the portal AND customers can select it. Please advise on how to hide the tab. This is very important as we have our solutions hosted elsewhere and this tab will only lead to confusion. Disabled:
Advanced Search for Requests - Description field not working
Trying to use 'contains' operator; no results ever come back. Additionally the operator dropdown includes "is open" and "is closed" which are status related, not description related (and an alert pops up if you select them, but they should not even be there) Finally, it's annoying that the search criteria does not persist if you drill into a specific result, and then click the Left Arrow button ("Go Back") next to the Edit button. (I now just use browser's right click the item, and "open link in
Change ownership of support requests
Hello, If you have support requests that came through from one user and they are no longer in the role, can you transition those requests to a new user? So anything items that are open already, can you change the owner to the new person? Thanks, Darren
Content Not Available Issue : Agent cannot see email request contents.
Hi, I have subscribed for Zoho Support Premium for 16 users. All my users can see and operate email requests, but one of them cannot see any email content. He can see all email headings but when he clicks on that to open, a message saying "content not available" appears. He is in the same profile and role of other agents. I tried by disabling his id and creating a new one, the problem is persistant. Please suggest help ASAP. I am stuck!! Regards. Swapan
request subject not tied to email subject
The "name" of the request should not be the tied to the email subject. It should be only for internal use. Each email could have its own subject (that the agent is able to edit it when composing a reply), but the subject field of the request should not be changed.
subject inline editing
Hi, I'd like to propose an idea: The subject that users choose is not always much inteligible or specific enough to diferentiate from other request. So we have to change it quite often, and it's a few clicks more... I think it should be faster if we could just click it and rewrite it (inline editing).
Sort by customer
Perhaps I'm missing something simple ... Is there a way to sort or filter tickets based on Customer? I'd like to sort or filter so all the tickets for "Acme Corp" can be seen at once. - Rob
Spell Check
Why does the spell check hang once you click on it. I have tried different browsers, but still it does not work.
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