Zoho Support Billing
Considering that Zoho Support and Books are not integrated, I would like to know which is the best way to do billing.
Multible Request owner with the same name
Our Zoho support now have 3 Request owner with the same name. There used to be no problem, but on 18 Feb. 2013 the Request owner list have 2 extra name. There have not been created any extra users. The uses have gain admin privileged, but that is the only thing. These a separated uses (with the same name), when a request get assigned to one of the uses wiht the same name it dos't show up on the other supports (with the same name) request liste. also some time a comment is posted on a support request,
Account Comments
Anyone know how to delete comments from an account?
Can't submit a request at the portal
Dear ZOHO Support Team, I have created 2 fields for Request Module and set them as mandatory. After that my client cannot submit a request through the portal, when click save at Submit a Request page, it stays in the page and don’t create a new request. Could you help me? Did I set something wrong? Thanks,
Time Entry in Customer Portal
Hi Zoho, Is it possible to show the "Time Entry" fields in the Customer Portal, under "My Requests"? Our customers have said that it's great to be able to see the Current Status, Resolution and Comments; but what they'd really like to be able to see is the Time Entries that we've added on the ticket. Kind regards Nick Kelly IT Planning
New in Zoho Support: Generate Cross-Department Reports
We are happy to let you know that from now on you can generate cross-department reports in Zoho Support. Global reports give you a holistic view of support statistics across all the departments in your organization. Cross-department report is exclusive for Enterprise edition users of Zoho Support. To create a global report, follow the steps given below: 1. Click the Reports tab Figure 1: Creating global reports 2. In the Create Report section, the module for which the report is created would
Duplicating a dropdown
Is there a way to duplicate a dropdown without having to retype everything in it?
Multiple requestors to a support ticket
Is it possible to assign multiple requestors to the same support ticket? Sometimes we have a problem that affects multiple users and I would like them to be instantly notified when I update their ticket.
Supporting multiple customers
My company supports many customers, who has different products. So, I was wondering if Zoho support can provide segregation between different customers in a way no customer can see the other customers and see the posts of other customers.
Can't add portal user!
When I try to add a portal user, and after I fill the "Customer Name" field and move to "Email" field, the custoemr name get cleared, and I can't create the portal user! I tried this on IE and Chrome.
Initiate an email conversation within Zoho Support
Hi I want to start a conversation with a client in Zoho Support. MY email should create a ticket number. I want Zoho Support to track the elapsed time between my email and the client's response in terms of our SLA rules. How do I do this? I don't want the client to get a notification of a new ticket unless the body of my email can be inserted in it. thanks Brendon
login to zoho from my website
Hi all I want our customers access to Zoho by login from my website. How i can do it ? I had an account of Zoho support. Thanks your help
Mail server settings using google
We have a custom email using google. I Have set up a support@companyname.co.uk email address so when customers email this address it goes in as a request. However after setting this up and testing this up - nothing is received in the request . Double checked all settings and configuration seems correct. Can you help?
portal not working
so i set up support domain and when i got to my site support.q8dewan.com it loads but when i try to login in as a support it shows a error message in the red box what do i do please help as this is urgent and my start up will start soon!!
Can I get my planner data back?
I've been using planner very well for a couple of months, I did not know that it's going to be closed. recently I found out that it's all gone. Can I get my data back now?
Zoho Planner
I have been using the the Planner for the past month. I last entered data on 1/25/13. Today when I tried to log on, it says it is now RIP. A message came up from 7/6/12 instructing customers: Customers are, as always, our #1 priority. So you have plenty of time to get your data out we will continue to allow access to these products (in read-only mode) until December 31st, 2012. On January 1st, 2013 data for all these products will be permanently deleted. Please advise me as to how to get my data.
Chatfunction in Zoho support app
Is there a chatfunction in the customer support service?
Where is the Verify button?
Hi, I've been trying to verify my domain: perrylea.com all night. I set up the CNAME record. I verified the CNAME is working correctly using an online tool. The instructions say come back in 2 hours, login to the control panel and click the verify button. I can't find any button labelled verify. I see one called "validate" but that takes me back to the CNAM validation instructions. Please help.
Support Rep Home Page
Is there any way to make the dashboards page a support rep's home page? Or change/add the report displayed on the home page? the average time to close is not very useful since it doesn't obey business hours. thanks, Kim
Parts used
I think it would be good idea to have another tab in a request, where we could enter any parts (and/or software/services) that were used to complete the request. The tab should also have the option to enter the cost of these parts. Then when the appropriate report is run, not only can we see how much time was spent on the request, but also the list and cost of all parts used. This would make billing for the accounts team easier.
Beginner's Guide or Tutorial for Zoho Support?
Is there any sort of Beginner's Guide or Tutorial for setting up, using and managing Zoho Support? The online User's Guide at http://www.zoho.com/support/help/overview.html seems to assume a lot of knowledge which I do not yet have. At the very least, a few EXAMPLES would be helpful. Thank you.
Contacts and Accounts sync problems
Hi, I have follow with many interest the CRM to Support synchronisation topics and try to test them. I have follow the tutorial found in : http://www.zoho.com/support/help/zohocrm-integration.html I have try this 3 times but nothing appears on my Support contacts. The import still staying "In progress" on the Zoho CRM import configuration. I have try to change the sync method with Manual ou hourly but the end is the same. We use CRM, Project and Invoice modules and Support will be very usefull for
Customfields per department
Dear Zoho Support Team, As you might remember, i asked you about "customfield per department" feature about a year ago. As far as i can see, nothing has been changed. Let me explain again: we have different departments with completely different purposes, so customfields for one department are not suitable for another and just confuse users. All we want is an ability to define customfield per department (or Queue, as it's named in other request trackers). For example, one department needs a filed
How to increment the html attribute class
How to increment the html attribute class using jquery. i am actually working on a php/ajax data grid. it works on tables and dynamically i am loading rows result from the database. After the user has added rows with results in one table, the user can add new heading and add new rows in new tables. I am using the following code to do this var v = jQuery("#frmSovMca").validate({ errorLabelContainer: $("div.msg-error2"), submitHandler: function(form) {
Change Template for "Comments added" email
Is there a way to change the template for the email that is sent when a comment is added to a request? Specifically, we need to remove the "Commented by: Robert Jones ( RJones@MyPersonalEmail.com )" We can not have the agent's direct email showing to the customers. They will end up emailing an agent directly, killing the support work flow.
Portal Access
Any progress with being able to allow external users (i.e. Customers) to access the portal for support without having to create a Zoho ID?
Managing threads within a Zoho Support request?
Can I suggest the following improvements please to the display and use of threads within a Support Request... Thread Icons... Can the icon used against a draft thread in the list of threads within a Support Request be changed please to more clearly distinguish draft threads from the sent threads? Even changing the colour of the arrow part of the icon from green to yellow would help - Red arrows for inbound, Yellow for Draft and Green for outbound would be helpful. Hover-over messages... It would
Why does opening/viewing attachments in Zoho Support present a "Save As" box, whilst Zoho Email opens in the browser?
When opening attachments within Zoho Email they open up directly within the browser, yet opening attachments in Zoho Support presents the "Save As" box requiring the attachment to be downloaded to the PC before being opened. We have mobile users and we also operate a flexible working policy, therefore, our users can roam from Work PC to Laptop, to Home PC, etc. (Indeed, in using cloud services it is very difficult not to operate a flexible working policy). I'm left very concerned that in having to
Automatically assign priority based on values selected in various list boxes?
Hello, I'm brand new to Zoho Support and trying to set it up for a support center. I need to assign a priority code based on multiple factors. For example: If Impact on A = High then assign value of 3 If Impact on B = Med then assign value of 2 If Impact on C = High then assign value of 3 If Impact on D = Low then assign value of 1 Add all values, in this case 3+2+3+1=9 to get Impact score. If Impact score >=7 & <= 9 then Priority should be set to Medium (such as this example). Could you please
SSL error after seting up Subdomain.
I had no problem setting up the CNAME and domain to point to Zoho. When i try to access the site I a ssl error wich says im trying to access a different website. My company bought a SSL certificate. How can I set up our SSL in order to remove that error. Thanks in advance for any help. Andrés Altuve. BSNLatam
Administrator deleted his account but...
I would like to create an account of my own as the administrator but since I was a rep in the first account it is not letting me sign up to support saying that my email is already registered?
Web-to-request form within drupal
We have a new website which is made with drupal. The web-to-request form script does not work when we integrate the html within Drupal. Our webmaster can't find the reason why. Do you have any idea? I can imagine we're not the first customers with this problem... Thanks in advance.
iframe not working
Our application iframes the zoho customer portal. It is available for anyone to view. As of a couple of days ago we get this error in ie; This conent cannot be displayed in an iframe To help protect the security of information you enter into the website, the publisher does not allow content to be displayed in an iframe. firefox just shows a blank page. We haven't made any changes in weeks, and this appears to have started a few days ago. Thoughts? B
Average resolution time
Hi there, is there a possibility to create reports on average response time, preferably even average _initial_ response time? I see that there is a single number on the home page, but does that respect business hour SLAs? (E.g., nights and weekends don't count in the response time.) Also, the Zoho web pages mention the capability to report on average resolution time. Where can I find that? I have tried the reports page, but wasn't able to find it (blindness?). Cheers, Andre
About Nms
[26 Nov 2012 15:52:59:002] Error while reading server.xml. [26 Nov 2012 15:52:59:002] java.lang.NullPointerException [26 Nov 2012 15:52:59:003] at com.adventnet.nms.startnms.PrintMessage.getWebContainerPort(PrintMessage.java:380) [26 Nov 2012 15:52:59:004] at com.adventnet.nms.startnms.PrintMessage.checkWebContainerPort(PrintMessage.java:326) [26 Nov 2012 15:52:59:004] at com.adventnet.nms.startnms.PrintMessage.checkWebSvrConnection(PrintMessage.java:268) [26 Nov 2012 15:52:59:004] at com.adventnet.nms.startnms.PrintMessage.run(PrintMessage.java:178)
Email correspondance shown under Accounts?
Hi, I am new using Zoho. Actually we just bought it and are getting ready to start using. However, I cannot find out if it is possible to have email correspondance shown under Accounts instead of only under a Contact. We could have more than one contact for a given Account and would like to have an overview of the entire correspondance on Account level. I hope someone can help me. Best regards Camilla Skarsholm
Login screen on customer portal does not load
Last week the login screen for our customer portal did not load in my Firefox or Chrome browsers. The issue is temporarily resolved by clearing the cache and browser history. The problem is that our end users will not know this. Zoho support is working on the issue, but has not given me an ETA on resolution. Has anybody else experienced this problem? Jimmy
Issue Retrieving Email via POP
- We have Zoho Support configured to import email via POP. - The mailbox from with Zoho Support retrieves email is also hosted by Zoho. (Zoho Mail) - Inbound mail appears to be making into our mailbox at Zoho Mail just fine. - However, on Sunday morning (today) we discovered that a few messages are not being imported into Zoho Support via POP. - Now, we are not receiving any mail into Zoho Support via POP. Is anyone else having this same issue? Regards, V
Update more than one product at a time??
Is is possible to update a couple of products at a time or do i need to do only one at a time. For example if one of my customers has 4 products and they all need the same update do I need to do them individually??
Full text search for solutions in portal
We are finding that search of solutions in the customer portal only searches solution titles. For example if I log into the portal as customer and search for a solution the solution will only be found if I use a word or phrase that occurs in the forum title. If I use a word that occurs only in the answer section, the solution will not be found. This only occurs in the portal. If I log in as support user, I can find the solution either way. I am not sure whether this is by design or a bug. Either
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