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?
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?
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
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