How to add a search field in Community portal.
A community porgy without a search is not very efficient. The default customer portal does not include a search in the community page. How do we do about adding one? P.S. I don't see a page layout or search layout option for the community module. Regards, ...michel
Unable to connect to messaging server.
Hi We are having an issue when trying to send emails from Zoho Support through the company info email (smtp) - the mail doesnt send and we get the "unable to connect to messaging server" error message We are able to send out emails using the "zohosupport.com" email address. Any ideas to solve this will be appreciated We have the same issue in the office and from home so I dont believe it is a firewall issue Thanks Evan
Products
Hi There, I originally reviewed Zoho Support over a year ago and am looking to implement now, I noticed in the set-up section you can detail products and also there is a products tab listed but no in the box to select this tab to be visible, can you have products as a separate tab ? Also how can i integrate products into my requests as the requests we will be logging are to deliver or collect a quantity of a certain products or products? Many thanks Matt
Associating Tasks to Accounts
Is there a way to mark a Task in Zoho Support to an Account? We are looking at tracking the work we need to have done for a particular client/account but don't need the complexities associated with Project. Just need a centralized listing of all Tasks that can be marked to particular accounts.
Errors within Zoho requests and emails today
We're having issues with email and other elements within Zoho requests. The templates that we have set are not showing up regularly, the reply box isn't being shown consistently, can't save or delete drafts, and having errors when trying to send emails. Other Reps are having similar issues with their accounts. We have confirmed that the account configuration appears to be accurate, and no changes have been made recently. The issues have only been going on today, so far. Is anyone else having issues?
Is it just me or Zoho Support is not allowing me to have access to the support agent page ?
I was using Zoho support just fine today. Around noon EST I got redirected to the Customer Panel page instead of the support agent page. Zoho is not working for me right now. I tried everything, from closing the browser completely up to Logoff and log back in and it still redirects me to the customer page instead of my Open Cases page. Please help
LDAP connectivity
Is there any possibility of having connecting zoho support ( free version ) with external AD or openldap server. Thanks
Rachele
Our from e-mail address is coming up as support@palliser.zohosupport.com; on behalf of; Info at Palliser [info@palliser.ca] We would like it to just be Info@palliser.ca We have set this up as our from address but it continues to add the support@palliser.zohosupport.com to the from address.
Rachele
I woudl like to have a default Assigned To for all my requests. How can I set this up?
Experience a Faster Loading Time in Custom Views
About 3 months ago, we had considered making a change to ticket custom views where 'status' would become a mandatory field. Subsequently, we heard from customers that there were significant reasons for wanting tickets in a custom view irrespective of their status. Since then, we've taken time to understand this situation from multiple angles. Our motivations were to improve the overall experience without hindering any current use cases. So, we've decided to make a simple change in custom views to
Serious styling/functionality problem with administering community forums
Hello! I have contacted Zoho customer support with this issue but they told me all is working ok on their end. Meanwhile, it is driving me crazy! When I go to administer my Community area, logged in as a support agent, the formatting of the page is messed up (looks like it is missing a style sheet, or some error that causes styles not to apply), and more upsetting is that many of the links to manage things are not working at all. Has anyone run into this issue before, my forums are pretty unusable
Backup error
Hi, I am trying to backup DB as a razuna format,but I get the following error: Query Error Table 'razuna_1_6_1.character_sets' doesn't exist Can you advise? I am using razuna 1.6.1 Many thanks,
is it possible that the reply to a forwarded message be appended to the original ticket, instead of creating a new one?
We need to include third parties in a ticket, and we do a lot of forwarding, but the reply to the forwarded message always creates a new ticket. Do you have plans to address that?
Unable to view contacts in request owner
Hi, I'm able to add contacts and Can't view the contacts in the request owner drop down. Could someone help me with the steps for creating new request. Thank you, Raj George
Unable to View Contacts
Hi, Creating a Add Request. I'm unable to view contacts in the request owner drop down. Therefore I can't assign the request to anyone. Could some Pls help me at the earliest.
Use different templates for email responses
There is such thing as Setup > automate > notify. There I can edit a template for "Acknowledge Contact when a new request is received", the thing is I have few emails for different languages (support in english and in russian languages). How do I setup a notifier in different languages depends on to which email (support.ru@... or support.en@...) I've got a message?
Updates contacts when a update an account manually from Zoho CRM
Now only update account. Will be good that update contacts also.
Remote Authentication for support
I have written a sign up script for Remote Authentication in PHP. I have used php md5 function for apikey. It gives error : {"result":"failure","cause":"Unauthorized Access"} Can you please help me what i am doing wrong? Here is my code for apikey : $array = array($operation, $email, $loginName, $fullName, $utype, $authkey, $ts); $apikey = md5(serialize($array));
Remote Authentication for support
I have written script for remote Authentication for support in PHP. But it gives {"result":"failure","cause":"Unauthorized Access"} error. I think problem in generate Apikey so. I have used MD5 function of php to generate the apikey. Here is my code : $array = array($operation, $email, $loginName, $fullName, $utype, $authkey, $ts); $apikey = md5(serialize($array)); Please guide me what i am doing wrong. Thanks
Add capability to pause SLA/escalation countdown timer
The countdown timer feature relative to severity level is great. However, there are legitimate occasions that require the timer to be paused while waiting for information from the ticket originator. Not having this ability causes SLA measurements to be throw off if manual time entries are not recorded and/or explained. Something as simple as a "chess clock" type on/off toggle would be great. Taking a step further, maybe place a red splash that says "Stopped" on the Issue page as a reminder. Thanks
International Credit Card
Hi, I have a Foreign customer that wants to pay by credit card. Does your network accept international credit card transaction?
Language support
Does Customer Portal support languages? I tried switching a test customer to French, but the portal is still displaying in English.
Show field in request tab
1º Sorry for my english!!!! Now!!! I want so see an extra field in tab request. Only see ID, Description and other stuff. But in the list I can´t see another field. Can change this???? Thanks. JLN
replys makes new ticket
I am sorry if this reposts... I have tried a few times and it seems to disappear. All replies to a ticket, make a new ticket reply from customer email reply from tech email reply from the zoho support web. the all just make a new request! HELPP...
Reactivate closed user account
I had to delete and then re-add a user to zoho accounts to fix a zoho mail isse. it deleted their zoho support account and now I cannot re-add it. is there a way to completely delete that user so that I can readd the same email address as before?
How to get an automatic score report reply from a submitted survey
I am using the surveys function and want have set up a score survey where participants answer and then should get a score, However the system does not send a report giving a score any help would be good. I want to be able to send them their score that they have gotten from doing the survey.
problem with receiving requests
Dear Zoho Support, I am new to Zoho and setting up my account. To try if the system worked i made a fake email adress and send a request from there to my zohosupport page. Sadly when i logged into my zohosupport page the request was nowhere to be found :/ Could you please tell me where to find these request. Thanks in advance, Wouter
I can't publish article on Zoho Support Help Center
Hello! On Zoho Support portal in the section Help Center I press to add article, I fill all fields, I choose the status to Publish. Article is visible in the list, but it has unpublished status and on a user portal of her clients it isn't visible. Question: how to publish article on Help Center ? Best Regards, George.
How do I stop "Zoho - Support" from sending this default email?
For some reason even after I setup my own email responses Zoho: Support keeps sending this email to clients.
Custom field showing in search result?
Hi Zoho. I've added a custom field called "Product Name" to my requests. When searching for e.g. Open requests, I'd like to have the values of that custom field shown in my search results/overview, so I can easily see/sort my open requests by product name. Is this possible to do and if so, how do I set it up? Going to Layout > Search Layout > Requests I get the message "For the Requests module, we look up all the fields automatically. Isn't that awesome? Please advise. Thanks!
Your KBase Articles and Community Topics are now SEO-friendly
Creating publicly-available solutions for the most frequently asked questions just became more lucrative for you. Until now, customers would come to your self-service portal to search for solutions. Earlier this week, we quietly slipped in 'Nice URLs' for solutions. They're much more search-engine-friendly now. So, your customers can find your solutions and community forum posts more easily! Your solution articles are now neatly organized within sections, which are grouped under categories. This
Zoho Support not working
We can access and login to our Zupport portal. But when we try to respond, we get a message in red saying "Authentication failed please check username and password". Our Email account settings have not changed. Please fix this asap. No one responds to the phone call. So much for the 24X7 Support for paid clients. I contacted CRM Support and was told that I will get a call back and still not even an email yet. If anyone else has faced this issue and got it resolved, please let me know. Thanks!
Replying to requests
A person can send an email to the support system IT makes a ticket and sends a confirmation email to submitter I get a notification as the tech. NOW I am still in my mail client, I have tried multiple ones. If the submitter replies to the email - a new
Start Building your Customer Community - Try Forums Add-on Today
The first step in getting closer to a customer is to go beyond their needs and understand their problem. This has been made easier for you in Zoho Support with the latest feature, Forums Add-on. Forums Add-on helps you setup a result oriented online customer community where its members can share ideas, report problems & ask questions in addition to other discussions under a single roof. The forums Add-on would be an advantage for two reasons. One, it would be be of immense help to those who wanted
unable to view "Support Email Address" under Setup > Channels > Email
Dear Zoho Support team, i had create a new zoho support account and would like to change the email alias setting. But when i go to setup > channels > email it show something as below: when i try to click save, it say "Domain name already exists. Kindly provide the new Domain name." then i try to key-in others name and click save it say "Error in mail account creation. Please try later" it seem different from what i see from user guide at this link :https://www.zoho.com/support/help/setting-up-email-channel.html
Is it possible to integrate Zoho Survey with Zoho Support?
I have developed a Q&A with Zoho Survey and now I need to integrate it in Zoho Support in order our customers could evaluate the service. Is it possible? or, is there any other option to deliver the Q&A to Support customers? Thanks in advace,
Reopening request from a mail.
Today, when a customer answers an mail from a request, the call is reopened, it is possible to disable this feature? or do not reopen from a certain date, eg, from 15 days after the closing of the request to reopen. tks
Notification for Task assignement
Hey, I am using Zoho support and have the professional plan. Currently i can only use one template to send an automated notification to a Support agent when a task is assigned to him. I would like to be able to create two different notifications for task assignement on Zoho support, distinguishing based on type of request. How do i do this ? Best Adriana
Connect Failed??????????
Good morning, anyone else having connection problems this am?
Important Announcement about Incoming E-mail Delivery
As we've continued to indicate in the past, we're constantly working both over-the-hood and under-the-hood to improve your experience while using Zoho Support. Today, we're introducing an under-the-hood improvement. Our underlying mail infrastructure was based on POP and SMTP technology. POP is used to fetch emails from your mail server and SMTP is used to send outgoing emails from Zoho Support. Although POP is time-tested technology, we've realized that it's just not good enough for customer service
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