duplicated users
Hello, when I create Requests and assign them to a user which is associated to an account it happens the following: With the first request, everything is OK. With subsequent requests, user is duplicated an unassigned to any account, so, the requests are not assigned to that account. If afterwards I edit manually the assigment it seldoms assign to the "UserXX from AccountXX" or to "UserXX".
Notify an agent when another agent is reading the same request.
Notify an agent when another agent is reading the same request.
Solution article can be linked with Request?
Hello, When closing a request, we can create new Solution article, but is it possible to configure and see a link between the request and the solution? I would like to track a link from a solution to request(s), and vice versa. Best Regards, -Tetsuaki
"Send copy to contact" on "Add Request"
We would like to use Zoho Support to log all communications we do with customers. We found it very natural to do so by using the "Add Request" button, but we were disappointed to see that the customer doesn't really receive the message we create there. Instead they receive the "acknowledgment" message for new request creation only. First issue: the acknowledgment message looks weird for the customer, because s/he didn't send any request to us... it has been started by us. Second issue: the message
Create a new request without staff having to have a zoho\gmail\etc account
Hello, is is possible for our staff to log a new IT request using a link to a webpage, but without them having to need a Zoho account first. We just wanted them to click on a link that will automatically bring up our Support Site info, where they would then log a new request providing their Name, email, etc, which they submit? This is in addition to them sending an email to log a new request. Any help would be appreciated, thanks. Scott.
Transparent custom logo support
Hello, It would be nice if it would be possible to upload transparent GIF or PNG as the company logo in Zoho Support. Now, when I upload transparent GIF or PNG, the background will be black. It's really bad, because logo in support center (for Support Reps) is on the light gray background, but in the customer portal is on a another background color (in dependence on Customer Portal -> Themes setting). Thanks Milan Zelenka
SLA information on request
Hi, Can anyone help me with adding a custom field on the request which shows the SLA that would be assigned to a specific request? These are allocated through automation, but it would be useful to see within the actual request, which SLA applies... Hope I've made myself clear... just want to be able to open the request and see what SLA is assigned to it. Thanks (relatively new user ;-) Lara
Setup a rule to avoid sending auto templates during business hours
I would like to setup a rule or workflow that would prevent auto-email templates from sending during business hours. Or the opposite of that, only sending email templates during non-business hours. For example, I currently have a "New Request Created" template that sends out whenever a new request is submitted. I would like to change that to just send during non-business hours. It is not necessary during business hours so I would like to turn it off during that time. Any thoughts on how I can set
Email request not showing on customer portal
When a customer sends an email, which is then picked up in Zoho Support under requests, why does it not also show in the customer portal. Only requests made through the customer portal show in the portal. I want to allow my customers to log into the portal and see all their requests, regardless of whether they sent them via emails or the customer portal. Perhaps I am missing something.
Time Entry Report
Hi, I´m doing a Professional Plan trial. I can do a request time spent and cost insertion and I want to generate a report that contains these data by customer, but the drop down chooser doesn´t show fields as request sub-group. Could you please help me Thanks Victor
Unified view with all departments
If a user has access to more than one department, it is pretty easy to forget changing department, thinking that there are no pending requests to deal with. Later on s/he finds out that requests have been pending for days, just because s/he didn't switch to another department in the (unnoticeable) select list at the top of the page. Pretty bad in terms of usability. Shouldn't the "home" give the user the global overview about pending requests on all departments? Thanks, Fred
When does Support Contract info appear
At what point does the Support Contract info appear in the right-hand pane of the Request ticket? Example: I have an Account “Cornerstone” that has been assigned an SLA and Contract. This Account has several Contacts associated with it. So these various Contacts submit requests. On one Request (one with an associated Account Contract), I can see the Contract details in the right-hand side when I am viewing the Request details. On others, the Contract name does not appear… even though the Contact
How to check emails from sales representatives
Hi, I´m the owner of a small tech company I´m in the process of migrating from Kayako, a ticket system in wich I can check all emails of staff, How can I do the same using my account on zoho? I have setp up email accounts on my user, but email is only received in on in box of the first user how configured account Best Regards Andres
Zoho sync with Blackberry not working
Hi there! The download and installation of the Zoho Sync App (ZSync 0.4) was entirely problem free. However, when I open the app and try to sign in I get the error message "Authentication failed. Invalid server response". Obviously my first instict here is: oh I must have done it again, I must have typed in the incorrect password!. Upon further enquiry, this does not appear to be the case. I definitely used the correct password and username. In fact when I knowingly type in the wrong password the
Support API scope value for api auth?
I'm trying to generate a token for use with the support API. https://accounts.zoho.com/apiauthtoken/nb/create?SCOPE=[unknown]&EMAIL_ID=[email]&PASSWORD=[password] What value do I use for scope? For example, for the CRM, it is SCOPE=ZohoCRM/crmapi Thanks, Don
Prevent support ticket notifications for specific addresses
Hi I send an email to support at liquidweb.com (my hosting provider). They generate a ticket number and email me. The email arrives in Zoho Support where we generate a ticket number and email it to them. Every time they reply to my ticket, Zoho Support sends a new ticket to them! is there a way to prevent this from happening for specific email addresses? Thanks Brendon
Need help I'm new
Hi I'm new to processing and programming. Now I have several images that I want to be able to click and cycle though them. 1st I tried the image(name, x,y); if(mousePressed){ image(name2,x,y) } So, this one works but once I release my mouse it takes me back to the 1st image. I then tried the background(); giving me the same problem. Thanks in advanced.
Create a time based email notification
I want to create a custom reminder email that goes out to contacts after a 7-day window to remind them to register with our support site Can I do this?
Request Waiting Time
Hi there We are using Zoho Support about 1 month. In request page, there is information about request's situation. (Open, In Progress, Closed, Waiting ex. ) you know. I want that, When i select "waiting" option, time counter stop at that time. (now, time counter to due date never stops, when i select waiting) Can you help me about this ? Is there anyway to do this ? Best regards Biznet Bilisim HelpDesk
Restore Account
My trial for Zoho Support expired, and I'd like to restore it, and start paying. Ideally, today. Is there not any support over the weekend? I apparently cannot do this via the website? Thanks! -- Anthony
Add New Request - no email sent?
I go to a Contact, Requests tab, and click Add Request. I Save. But, the customer does not get an email. Is that by design?
Accounts View
Hi Zoho, I have added some custom fields the Accounts section within Zoho Support. How do I now customise Support so that when I click on an Account, these fields are displayed in the current view, without having to click on Edit? For example, when I click on an Account I can see: Account Owner: Created By: Modified By: But I would also like to see the custom fields that I have added. Kind regards Nick Kelly
Customer Portal - turn-off the "my requests" feature
Can I remove the "my requests" tab from the customer portal? We currently have a consumer help desk and would like to be able have consumers look-up answers in the knowledge based and submit requests online, but it would be confusing for them to see a "my requests" feature and require a login. Can i remove it? Thanks for any help
Map domain issues (http(s))
I'm having issues with the "Map Domain" option. Before adding anything it was working perfectly. After addig the domain, I realized it automatilly uses the http(s). The problem is that the http (as we usually use) works perfectly, but when it comes to the http(s), there is a certificate error with the browser (firefox in this case). Can this be solved? It would just need to change the http(s) for the http, but there is no such an option in configuration. Thanks for your help. Carlos
Cant add users(support reps) - "server error" when new users click on get started link
I cant add my staff to our zohosupport account. When users receive the invite email and click on the link we get "server errror". Zohosupport support have requested cleaning cookies - but we still dont get a working link Zohosupport dont seem to be able to progress the issue. Note: our users are google apps users. Clicking on the link first prompts them to logging to google apps. Not being able to add staff to the product results in the product being useless. Im currently paying $s for a product
How do you Export out the most recent data?
I've noticed when I'm exporting Requests out of the Support tool that it is exporting the oldest records, instead of the most recent records. Since it also appears there is a 3000 export limit, it would tend to make more sense to export the most recent data. This would allow someone who wants to do some more robust reporting to export out data on a regular basis. Please let me know how this can be accomplished? If it cannot be, please let me know if this is on the Zoho roadmap? This has to be a huge
Accounts and Contacts not customisable
In Setup -> Customization, you can edit/add/change fields and layouts for all the main objects such as Accounts, Products, Tasks, etc... In my case, that works well for Product or Requests objects but doesn't work at all for Accounts and Contacts. All my customisation attempts are saved but are not applied. Please fix this!
Home page dashboard "Pending Requests"
I don't understand exactly what the Home page dashboard "Pending Requests" and "Pending Requests for you" are. Many times they show a number (e.g. 10), yet I click on it and the result page says "No Requests found"
Create a report in Support for Requests by Date
I'm trying to create a simple report that will display Requests created by date. It tries to group them by TIME, but I want to group them by date. A day by day list of how many requests are being created. Any help would be appreciated. Regards, Hunter
Windows 2008R2 - PostgreSQL cannot be found
Hi, Just downloaded and installed ManageEngine_DesktopCentralMSP. Installed this as Administrator in Workgroup - no AD. The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer, the display information had to be saved with the event. The following information was
Getting recurring Email and SMS notifications
Customer opened SR #201 at 16:08 CST and we have been getting recurring Email and SMS notifications every minute from that time to the current time: We have done the following: (1) Shut off SMS service; (2) Removed support notifications; (3) Changed auto-assignment based on creation of an SR The following is the text from the e-mails that we are receiving: This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its
Question about "Email Address for request tracking" in Plan Comparison
Hi, In the Plan Comparison for Zoho support there is a feature named "Email Address for request tracking". What does it exactly cover? Is it the number of different email adress you can add in Zoho to direct requests to Zoho? Thanks, Max
Cannot activate Zoho Support, ZSC key "unable to process request"
We purchased Support as an add on for our CRM and we are unable to activate it. I can go in and generate a key, but when I enter the correct email address, key, and click next I receive an error that says "Unable to Process Your Request". I have tried regenerating the key, tried using a different admin to try, and even waited an hour and tried again but we still didn't have any luck. What do we need to do to get this add on to activate? Thank you,
Using Skype in Zoho Support?
Hi: I understand the Skype link/button and integration in Zoho CRM and it works very well. Trying to understand if there is anything similar in Zoho Support but cannot find it in the Trial/Free version (new to this app). Thanks for your help.
Mobile device
In Support that is integrated with CRM, what if any, information is available to service staff on a mobile device (iphone/android) ? Raymond
Assigning a user from customer portal as admin
1. I accidently added one of my colleagues as contact instead of adding as a Support Rep. But now when i'm trying to add her as Support Rep, it shows the following error "Zoho Support ID already exists. Please use a different Zoho Support ID." How to rectify this problem? 2. How to delete a user from the customer portal completely?
Support Solution Published
Hello my solutions are not being published in Zoho Support by digitalmed portal. Have you modified the status however they are not going. Can you help me? Paulo Pontes
Can't signup for free plan for Support
I have an Zoho account - created when I signed up for Zoho CRM. If I'm logged in and goto https://support.zoho.com/ then I'm redirected to a page to "Sign Up for Enterprise Plan". I don't want Enterprise plan, I want Free plan. If I log out and then go to above url, I'm redirected to https://www.zoho.com/support/ . In the top menu, I click Pricing & Signup. I click SIGN UP NOW button under the FREE plan section. When I enter my info, it complains that "This User Name is not available" How
Signup for Zoho Support Free plan
I have a Zoho account (user name) created when I signed up for CRM. I want to use Support Free Plan If I'm logged in, and I go to https://support.zoho.com/, I'm directed to a page to "Sign Up for Enterprise Plan". If I'm not logged in and go to above url, and then go to Pricing and Signup page, and click SIGN UP NOW under free plan, I'm directed to Sign Up for Free Plan page, but if I enter my user name, it complains This User Name is not available . How can I get Zoho Support Free plan with my
Support Rep Cost Per Hour
Is it possible not to fill this fields manually, for each request? Or better, Is there any way of do it using a price list, for example? So, if we choose some type of request, product, etc, we´re able to have this field filled automatically?
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