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
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
Delete comment in Accounts module
Why can I not delete a comment from the Accounts module?
Emails not being sent
Hi When I create a new request from within the support web portal on behalf of a customer, they do not receive an email to say a request has been created. Also, if someone sends an email to our support email address, it arrives as a request, but the customer doesn't receive a confirmation email. This was previously working as I have many test emails. If I comment or reply to a request, the emails go out fine so it's not an 'email' problem. Can you advise? Many thanks
Invite Customer Portal users - email not sent
We're planning to go live with our Customer Portal soon. The system lets us invite a Portal user and you can see the invitation in the SetUp - Customer Portal page. No email get sent (or at least, received) by the invitee though. Similarly, if we send the Portal link to a new User, they can sign up ok. They get a notification that an email will be sent to complete the process but nothing is received. Where can I check the parameters for these system generated emails?
Escalation Queue
Hi There, Here is a business difficulty that I have and was wondering if Zoho has a solution that will help me resolve it: I am currently using Zoho Support Module for addressing service requests. I have some instances that need to be addressed on a priority because either the customer is an important customer or it is an escalated case. Internally I have a separate team working on these cases. I wanted to know if I can have a Escalation Management Queue in Zoho that will allow me to see the following:
Changes to Article Organization in Help Center aka Solutions
In a bid to improve the way articles are organized, we're considering the following change to the Help Center (previously called Solutions). We propose to make it mandatory for articles to be in the lowest point of organization. Q. I already have articles tied directly to a category and add a section under it now. What happens? The section becomes the lowest point of organization. So, we'll ask you to move direct articles (currently tied to the category) into a new section. Q. What happens if
ZOHO Support API not returning all fields
I am using ZOHO Support API for one of our clients. When i use 'getrecords' function all fields are not returned! I tried with selectfields and without it, both returning same values/fields. I am not getting Description of Requests. Role is CEO. Few more questions- If a customer Support reply for a Request, can i get reply also using above function? addrecords function is not returning Request id. How can i get it?
Now Requests Retain their Statuses even after Customer Response
There are quite a few situations where you'll want a ticket to stick to its current status, even after a customer has responded again on the ticket Consider the example of an email rebate offer. Customers purchase from you and later email you with rebate information. A customer service agent acknowledges the ticket and marks its status to 'Rebate'. A dedicated rebate manager then verifies the information and initiates the rebate/refund. You have a custom view built for this 'Rebate' status. You
Lost images in posted requests
Hello Support. It seems I've lost all my pictures in all of my reported requests by my customers. All I can see is a placeholder for the image, but not the image itself. Please help me get them back. Thanks in advance Jonas Blom Delacroy PS : You can check request ID : 1214 for an example of how this looks to me.
Help! Chat has been non-operational for 3 days
I think there are multiple issues going on here. When I go to the Support for Zoho Support, it says I do not have an account. I cannot look at my existing tickets, nor can I retrieve a password. I cannot find a place to create a Zoho Support Support account. Our chat has been unoperational for 3 days. When we click chat in our agent console, the error message in the screenshot attached appears. I've send support requests to Zoho Support (but I can't confirm they have been received) and I have
Merge records after simple search
Hi, Merging requests is a big issue for us. The need to do an advanced search to be able to merge records is a real slow down in the daily work. So, I propose that the requests listed after a simple search be available to merge.
Merge search results
I would really like to see more options in the search results page. Specifically, I would like to have a select box and the option to Update, Close, Delete, Assign, Merge from the Search Results screen. Really I am just looking for the ability to merge from the results page. I find myself wanting this at least weekly. How do I go about getting that implemented
Solutions / Departments relationship
Are solutions in Zoho only linked to a single department. I was under the impression solutions were global and not isolated to departments. So, if this is the case, is there any way to share solutions between departments or is that only a 1 to 1 relationship. We were using Solutions as our Knowledgebase within Zoho support, however, the Dept separation is going to be an issue. If not possible, we'll look at some other options for the KB information, specifically the Zoho Wiki service. Thanks for
How do I create fields in sections under Layout Customization?
The option is available to create new sections, but I can't find the option to create new fields. This would be incredibly helpful. Thanks in advance for any help!
(HELP) I lost my two factor authentification
Few days ago I tried the two factor authentification option. i tried with the Google authenticator app. but the next day i accidentally deleted the backup on the app. Unfortunately, i am the administer of my company mail so i cannot do anything like Zoho suggested. What can i do? please help, this email is so important thank you
How to remove Request Tabs from Customer Portal
Is this possible? I saw a few threads asking similar questions, but no solutions that I saw. I don't want the Request tabs. I just want the Forum and Knowledgebase tabs, as this is all we'll be using. Thanks for any help! Emily
Workflow Alerts Send Inconsistently
I can't seem to figure this out. I am trying to create specific Workflows that trigger email alerts for certain events....In each case I select 5 of our support reps to receive the notifications.....sometimes they receive them, sometimes they don't Sometimes 1 person gets one, another does not. There is no pattern. Its just very, very unreliable, and I don't get it. Can anyone suggest anything? We are just getting started with Zoho and cannot shift everyone over to this until we know our email notifications
Problemas con el Area de productos
quiero ofrecer nuestro productos en el portal para que los clientes puedan solicitar nuestros prodctos pero no se como aplicarle precio y ademas que se puedan ver en el portal cliente sin la necesitadad que se logueen desde ya muchas garcias
Where can I find invoice sent from Zoho?
We have Zoho CRM and Zoho Support.
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