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.
Which are the fields of products for an import from .xls or .csv?
I want to import to Zoho my product list, and i would like to know which fields should i put on the file, the order and the name of the header row fields. Thanks, Federico
404 - Not Found and SSL Certificate Errors After Custom URL
We are ZOHO Support users, and just setup a custom domain URL. Now anytime we try to access Support (our employees and admins logging in) we are faced with 404 - Not Found error messages. For example, when typing support.zoho.com and logged into our account, it will automatically forward to: https://support.ourdomainame.com/support/ourusername/ShowHomePage.do and display: 404 - Not Found Further, because it is forwarding to zoho.com, we get a support.zoho.com ssl_error_bad_cert_domain error in browsers
Solutions not saving
I am having problems saving solutions. I have created a new solution which has text and slides copied from a Word document, which I have removed all formatting from. I click the save button but when I go back into the solution only the first few paragraphs and first couple of slides are saved. I have tried editing the text and the changes are also not saving.
Facebook Requests
Can you let me know when you will update the Facebook integration for Facebook's new-ish API? Facebook now handle inline commenting/replies under notes, pictures and statuses. Without this in Zoho we are unable to provide support to our Facebook users. I am evaluating Zoho Support now but the current Facebook implementation is not useable.
Junk Mail
E-mail going to Junk Mail...Help?
Using draft email threads within a Support Request
Draft Threads...I'm often distracted from being able to complete and send an email thread (telephone calls, unscheduled meetings, etc.), so I save it as draft in order to come back and complete it another time, but... How do you delete a draft email thread from the Support Request if you no longer wish to send it? How can you quickly search and find "draft" email threads (i.e. so that I can see which draft threads I have unfinished and perhaps forgotten about)?
Events - Resolution & Comments cannot be translated
Two of the most of importants events are not available to interact with customers in my own way. ( and language ). Considering that we can customize the email to interact in this events: Is there any reason for Resolution and Comments are not available to be configured in the same way? Should have two more lines on the first block to assign the model/form/email to be used on this new trigger. It sounds as not so much effort to correct, but my customers are receveing (and complaining) english messages
Export all data from Zoho Support
Is there any way to export all data from Zoho Support? I am only able to download 2000 requests at once. Kunal
translated into Russian forum
Is it possible to add a forum to the support, translated into Russian
where should i login for info & support emails
hello i'm not having link to login page like info@9xwebsolutions.com , support@9xwebsolutions , etc mails. pls can you provide a link for that. email : sudharshanreddy9x@gmail.com
Count the number of times a solution has been viewed
Dear All, I'd like to know if there is a way to count how many time a particular solution has been accessed. This would allow us to see which topics are the most important ones. Also, or alternatively, is it possible for a customer to flag a solution as "helpful" or not, like on google? That would help us to redesign the articles to increase requests deflection. thanks in advance, best regards, Geraud
Zoho support - Change 'user'/'support rep' email address
We have one user/support rep and I need to change the email address, how is this done? (At the moment I've changed the email address in the 'My Account' section but when I view it in the Setup > Users and Permissions > User list it shows as the old email address but when you click through to edit it shows the new email address but notifications go to the old email address)
User error while signing up on portal
Our user receive the following error message when the try to sign up on our portal. They receieve this message once they receive the web link to confirm their email and enter the password. After they enter the password, the following script shows up on the screen. Please let me know what the issue is. Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; .NET4.0C; .NET4.0E; InfoPath.3)
Customer Support
Thanks for resolving the issue. Appreciate your teams assistance !
Integrating Telephony, Improve Customer Service: Zoho PhoneBridge Add-on
Tired of frantically trying to look up the most recent request sent by a customer (who is on hold!)? Well, we have a solution for you, Zoho Support's latest feature-Zoho PhoneBridge. This feature connects your telephone system (PBX) with your Zoho Support account. You can receive notifications about incoming calls and outgoing calls. When you receive a call, key details about the customer appear in a popup on your screen. You can view the customer's name, e-mail ID, telephone number and 4 of the
Question on departments and portal
I have two departments set up in Zoho. If a request comes in through the portal, how do I ensure that it goes to the correct department. I do not see a way to associate a contact or account with a department. regards, Jimmy
Is Zoho Support's email function currently down?
I have not received emails into the Zoho Support tool for nearly 2 hours, is the system currently down?
Need a report for monthly or weekly trend of created/closed requests
Hello, I would like to create a report within Zoho Support to see monthly or weekly trend of the number of new requests, closed requests, etc. The purpose is to monitor overall request trends and to know how many requests handled by each agent. Is it possible to do that in Zoho Support, or does it require to other Zoho Apps? Best Regards, -Tetsuaki
Two important questions! (email and tasks)
Hello! First, I am wondering how (if it all) it is possible for multiple supports reps to view emails that are sent to our "support" email address. We tried adding our reps email addresses as POP accounts, but when we did this, any emails that were sent directly to the support rep (unrelated to support requests) received one of the automated emails saying "Your request has been received." Ideally, we need the emails that are sent to "support @ ourcompany.com" (the existing POP account for [our
mapping domian incorrectly
I mapped my url without the www. Now I can only access my site if I enter it in the browser without www. Can you help me?
auto-response to customer when request is created: how to not reply to spammers?
We ideally want to send an auto-reply to all customers who enter a request through web or via email. However, much of the email we receive is spam. We don't want to send an auto-response for those Requests, until, say, the Request is Assigned. How do you suggest we implement this? The automatic Notification Rule is not ideal, because it triggers on all emails received. We thought we could add a Workflow Rule when "Assigned To changes from None to Something", but a rule criteria only considers the
when sending a Request for Approval, I want to limit the Approvers it can be sent to
Customer wants that the Requests only be sent for Approval to valid Approvers, not to just any user. How can this be done? Is there an attribute somewhere so that only certain users (i.e. Supervisors) can be selected as Approvers? thanks -Ricardo
enhance Home Page bar chart
The bar chart on the Home Page (green=Closed, red=Open) is simple, perhaps too simple. The suggestion is to optionally add some more items, e.g.: Green is Closed Blue is Open and Assigned Yellow is Open but Unassigned Red is Overdue What do you think?
chart with open, overdue, and closed statuses
Two part question: On the home page, there is a simple chart "Last 7 Days Requests" that shows Open (red) and Closed (green) requests for the last 7 days of the week. Is it possible to change this chart to another Dashboard object? And the customer would like a very, very simliar graph, but with 4 colors, for example: Overdue (red), unassigned (yellow), Assigned and Open (green) and Closed (blue). Or something of the sort. I haven't found a way to do this with the Reports and Dashboards. Any suggestions?
Multiplicated users
Team, One of my support users is having a problem with portal users. Each time that a request is opened by him it duplicates the contact. I have already checked if he is using the contact list and its ok. The last ticket that it happened was 4951, the user is Controle VIVOPremium. Thanks, André
Text Codes
Hi, I've started to create email templates and have noticed the text code used in the Subject line and body text of pre-set templates, such as: [##${Cases.Request Id}##] ${Cases.Subject} Is there a list anywhere of what these data extraction codes are, or how they work? I'm trying to figure out how much data I can automate into our replies. Thanks.
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