Cannot create an issue ticket to Zoho
Hello, We have been unable to send responses via our support portal for the past day. When we checked the Setup>Channels>Email page, an error shows up noting 'Unable to process your request'. This occurs on multiple browsers. While logged into the support rep section of our support portal (https://help.papertracer.com), if I select my user account on the top right (jaldrich@hami.com), click on 'support', and fill out a request, the popup window navigates to a blank white page. This has happened before
Email
Hello, Html links in signatures do not work. They are automatically disabled Link example : http://www.xxx.com/index.php?tech_id=${User.Email}&ticket_id=${Cases.Request Id}&client_id=${Cases.Client}&client_email=${Cases.Email}¶meter=1 What can I do? Cheers, Fabrice
Is there a problem with ManageEngine today?
When I am trying to reply to a ticket it says: "Sending notification failed."
Why are non-existent Zoho Account users still visible in request filter?
Hi Have just signed for Zoho Support after a trial period. During that trial we set up a user who is no longer with us. I have deactivated the "Support Rep" user, and also deleted the full Zoho account. There are no tickets associated with that user. I have signed out and back in again using various standard and admin users. The problem is that the user is still available to be selected on the Requests Tab/Filter By/Support Rep option. How can I remove this please? thanks Andrew
Department page is blank
Hi I set-up 2 departments during our trial - Sales and Support. We now want only one department so I tried to remove one (Sales). Problem is that after following these instructions from your help pages... To disable a department, follow the steps given below: Click Setup In the Organization section, click Departments Click on the department that you want to disable Click Disable Click Transfer and Disable ...the page is totally blank (see both attachments for a clearer explanation). Please advise
Custom View finding zero results
Currently in trial period for zoho support (helpdesk product). I have two email addresses forwarding into one sales dept. I expected to be able to filter by the email address the request was originally sent to. When I view a request sent to the email address I want to filter on, the request clearly shows that it was in fact sent to the email address I want to filter on. But when I set up a custom view with criteria of "To Address" contains (or is equal to) the address I see in dozens of requests,
Support - Requests for review
I notice there is a predefined view in support called 'Request For Review', how do you actually flag requests to appear in this section?
POP refresh interval
I have setup up a POP account for our support address and its all working fine at the moment but I've seen Requests take 30 minutes to be created. I can't find where the refresh interval can be configured. 30 minutes is too long. Is there a way to configure this interval?
Screencast
Hi everybody. I'm new to Zoho support. I'm wondering if it is possible for agents and customers to make screencasts that can be attatched to tickets, forums, the self help pages and so on..
captcha
Customer needs to integrate Captcha functionality to the Web Form capability. This customer is highly visible in our country, so they feel their form could be subject to attack and therefore should be better protected. Not only for Zoho's protection, but also for themselves since the Return URL also links back to them... Do you have any suggestions on how to implement Captcha (or similar) with Zoho Support Web Forms?
How to lock a customer account
Can I lock a customer account to not open request ? For example: My customer broken the contract or don´t payed me, i need than my employed don´t open a request to this customer. tks Igor Ferreira DigitalMed - Inovações em Software - Brasil
customer portal tabs
I know you can customize the colors of the customer portal but can you actually modify the names of the tabs on the customer portal? We'd love to rename the tab "My Solutions" to either FAQs or Knowledge Base.
Alert the assigned rep when a request they are assigned to gets a reply/update.
Is it possible to make it so that when a request gets updated or replied to by a customer, whoever the assigned support rep is from our team will get notified? I don't want all of our reps to get notified every time any request gets replied to (I know how to set that up), only the ones they are assigned to. I've looked but didn't see an option to make an alert to "notify assigned support rep." Thanks!
Why does the invitation of the customer portal come in the Outlook(hotmail) spam folder?
I'm testing Zoho Support and when I send an invitation to an outlook.com adress, I have to look in the spam folder in outlook. How do I prevent this? Arjan
Zoho Support Tool down
Hello, can you confirm if Zoho Support tool is down? I can't get to it on your site or my site. If it is down, when will it be up? Thank you, Hunter
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,
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