How do I add a new Product Owner to a Product in Support?
I have support reps but I'm the only person available to add as a Product Owner to a Product. I'd like to do two things: Add a Support Rep as a product owner to some products Add someone else on our Zoho accounts (a CRM user) who is NOT a Support Rep, to other products
Zoho Support Full Text Search
I notice in the search layout section that request search is limited to only six fields. The list does not include the description, comments or resolution fields. Is there a way to do a full text search? --Jimmy
Task Notification
I want to change the default notification for Tasks. How can I do that?
New task creation based on reorder level of product
Hi, can you do something like auto generate the creation of a new task when a product falls below a reorder level? Thanks
web-to-request date fields
Hello, I'm currently trying to develop a web-to-request form on our website. But it looks like date fields are not supported even though they're showed. I can post any date format but yet request details dont take it. Anyone know how to solve that problem? Thanks Christian
Multiple request forms based on Category?
Hi, Currently there is only one request form. It would be nice to have more based on the type of (category) request. For an incident I have other questions than for a service request from a 'managed services' customer. Questions like OS and software version are irellevant in this case :-) Is that possible? cheers, Geert.
How Forums Add-on helps your Support Agents to provide enhanced customer support?
Customers generally share their ideas, raise questions and report issues in the forums to seek help from the online community. However there are instances when forum posts go unanswered or doesn't receive proper response from the netizens in the community. This would either cost you a valuable customer or adds a request about a simple know-how to your already pending request queue. These instances can be negated using the Forums Add-on in Zoho Support. With Forums Add-on, you can convert forum posts
Separate Enhancement Request from Open Issues in Portal
You have a way in the Customer Portal to separate Open Requests from Closed Requests. That's very good. It would be extremely useful (and I think you'll agree, being a software company yourselves) to separate Enhancement Requests as well. Customers, especially engaged ones, like to suggest improvements and want to ensure that those are not lost. Also, these requests shouldn't necessarily be "closed" until they are fulfilled. Some may never get fulfilled, of course, and your response to the
Can I get a line graph of requests created by date
I tried creating a line graph of requests created by date, but the create date field seems to include the time, which makes every item on the X-axis appear as if the record count value is 1. See below. Is there a way to get this graph to show the requests created by date, regardless of the time? I'm guessing I could export the data to excel, maneuver excel, and get it, but it would be good to show this on a dashboard within Zoho Support. We'd like to consistently understand our trends.
Urgent: How do I make time zone show correctly in Log a Call?
Hi, I have changed the time zone via Edit in Company Details, and it shows correctly when I have logged in again. However, when I Contacts>Log a call the time is consistently shown +5 hours, though minutes and date are correct. Please reply soon as I need to make many calls in the comming days. Thanks.
Solutions search is not providing results when searching with multiple words unless they are the first words
Situation: We created a Solution with the following title: Exception Error (EE) selecting allergy from PIF Problem: Enter "selecting allergy" in the search box and you don't get a result. If you select "allergy" or "selecting" you do get a response. If you select "Exception Error" you do get a response. Is this the expected behavior? Shouldn't it give me a result regardless of the position of the words within the string?
How To Create Custom Reports in Servicedesl Plus
Dear All I would like to create the following Reports in Servicedesk Plus: - unresolved Service Request for more than 2 weeks for medium priority - unresolved Service Request for more than 3 working day for high priority - unresolved Service Request for more than one month for any priority Any One have an Idea to do that?
Can't use public applications on free account
I looked around for awhile about information regarding this, but I didn't find anything explaining why I can't use public forms. Whenever I try to change a form to public the option is grayed out and it suggests upgrading my account. However in the business version faq it says that I should be able to create a public app accessed by unlimited users - inside of the free edition.
Bridge the Gap between your Customer Support and Engineering...
Don’t stop with tracking your tickets to closure. Now submit a bug for a ticket and track them too. We are glad to announce that Zoho Support is now integrated with Zoho BugTracker. Organizations using Zoho Support and Zoho BugTracker can ensure seamless communication between your customer support and engineering teams. Your support agent can file a bug for a ticket which can be tracked till closure by staying within Zoho Support. Also both the teams can collaborate on a bug/ticket by leaving a comment
corresponding SLA not changed when changing the priority of a request?
hi, I have created a number of SLA's like this one below: This works fine however if I change the priority of a request (from Critical to Low for example...) it will not apply the correct SLA. Do you have any ideas how to solve this one? cheers, Geert.
Feature request: Allow reports of time in status
It would be incredibly helpful to be able to easily get to the data of how much time a ticket is spending in each status and under each support rep. The data is already tracked - you can see the time of each status save and request owner change save under the history tab. I would really like to generate reports of how much time there was between request owner changes and status changes - or even better be able to have a total calculated for each ticket - how much time in status A, B, C, D.... and
Is there a way to set up Communication SLAs (time between updates to clients)?
I know there is a way to set up Resolution SLAs (time to resolve the request), but I also want to track if our staff is providing clients with updates while the case remains unresolved (open). How can this be done? For instance, we would like to ensure that our clients receive an update from our staff every 2 hours for a Priority 1 case, every 2 days for a Priority 2 case, etc.
Engage and Support your Customers in Twitter and Facebook with Zoho Support
We are excited to share with you the newest update to Zoho Support. We have just enabled social media integration with Facebook and Twitter so you can engage and support customers through those channels, seamlessly integrating Tweets and Facebook posts into your existing operation to increase your social reputation while improving your overall customer experience. Today’s connected customers expect a high level of support – and customers are increasingly taking to social media to get their problems
About outlook plugin
Hi, I am wondering that is there a way of making outlook plugin to automatically add email to Zoho CRM based on the email address of the emails sent out and received in outlook instead of manually clicking 'Add Email to Zoho CRM'? Also, is there a way of retrieving the email sent from the web interface and sync them into outlook? Thanks, Shine.
Why do portal users have to have a zoho account ??
we're evaluating zoho support and it was all looking really good, but the customer support portal appears to be a show-stopper for us due to the dependence on having a zoho account. is there any way that we can authenticate users ourselves (i.e. single sign on) ? failing that, can strip all mention of accounts from the portal - i.e. remove the "login" link and remove the "my requests" tab ? thanks, simon
Data Integration Platform
Hi, Is anyone aware about a data integration platform like Dell Boomi that can work with Zoho Support? Any help will be higghly appreciated. Thanks Kunal
ZohoCRM APP demo?
Hi, I want to try the CRM app for iphone. But it doesnt look like i can get access, I've recently just started a professional trial. but still cant login on my iphone..
CANNOT LOGIN ACCESSDENIED
I AM NOT ABLE LOGIN WITH billing@secureursystem.com as i have set some ip restriction and my ISP has changed my ip to ome other. so i am ina mess. some one from your support has replied back that the restriction has been removed but still i am not able to login from my machine its still showing "access denied from this machine". please remove ip restriction this is my 2nd post for the same reason. i have already provided authentication detail via email. please remove asap as that is may control panel
Notify all support staff with new requests?
I'm doing a trial of the Express 50. When a new request comes in, can it be set up so all support staff receive an email notifications of this request?
Can the order of the From addresses in a reply be changed
We are new to Zoho and are using our own email address and servers for our support correspondence. When we do a reply for a request, we are presented with 2 "from" addresses. The first is ourCompanyName@zohosupport.com and the second is support@OurDomain.com. We do not want to use the default address at all. Is there a way of either removing it or to have "our" email address as the first "from" address?
Any plans to provide twitter and FB page monitoring and post management?
We are comparing zoho support to Assistly and Zendesk and it seems they are starting to provide ticket management for support reps to monitor and respond to company twitter mentions and posts on company FB pages. Please advise if Zoho plans on implementing this same functionality?
Merging Related Records
Did you know that you can now merge related records using Zoho Support? For example, assume that a customer has sent you requests using two different e-mail IDs. You can merge both these contacts into a single contact. This feature can be used to merge related accounts too. The maximum number of contacts or accounts you can merge is three. You can do this from the list view of the Contacts or Accounts modules. You can also do this by using the Advanced Search option. The Merge option will be visible
Is the sidebar in the new UI editable?
When clicking on a request, in the right of the screen a sidebar appears with editable fields. The order of these fields seems to be based on the order in the 'edit' screen, but changing the edit screen layout doesn't have any effect on the sidebar. Is it possible to customize the order of fields displayed in the sidebar of the request details?
Difference between Macros and Workflow?
You've recently added a new change in the automation process Macros are what used to be called Workflow rules, as far as I can tell. From what I can discern Macros are basically workflow rules that must be invoked manually by the user with a button press and Workflows are automated processes that invoke when certain rules or criteria are met? What are the limitations that we now have with Macros? What about Workflows? Are these now combined where I only get 5 combined macros and workflows? Or
Tracking Time spent on Support calls
Here is the problem I'm trying to solve, hoping you guys can help. Currently we are offering Packaged or Bundled support where a customer prepays 8 hours of support. Now what I want is for my techs to track the time spent on calls using the time tracking tab. My question is if they're using the time tracking tab how can I run a report to show the hours spent or where can I pull up a report showing me time spent on calls per tech? Or is there a possibly another way to handle this? Thanks in Advance
Workflows and Tasks
How can I create a workflow that will create 3 tasks and assign them to the request owner? I can't create the task without assigning it to a specific person! Am I supposed to create a individual workflow rule for all of my agents?
Major Problems
Any updates on any of our outstanding issues? There are SEVERAL. Any updates on this? This service is currently not an option for us because we are not able to enter in credit card details ourselves, then run the payments through Authorize.net within Invoice, CRM, Books. Our salespeople collect the payment information over the phone, so in order for this to work for us, we would need to be able to run payments from within Zoho Invoice/Books or Zoho CRM, and automatically run recurring monthly payments.
DNS Forwarding for Domain name
i would like to know whether i can use this DNS Forwarding method to link the heldesk in zoho. for example, i use my domain to link to hepdesk which was created using zoho support? when the end user type in my domain name it link straight to this zoho support heldesk? Thank you
Help with a schedule script
I need my custom schedule to wipe all records. I am using zoho to act as data entry frontend for an old database. I've figured out how to get it to send a CVS file on a schedule but now I'm confused as to how to get it to wipe all records. It's important that the system wipe records after it sends the email.
How do I roll back an import of requests?
Urgent, the import did not happen as expected. How do I roll back the import?
Is there a way to delete all "requests" and restart the numbering?
So as to start fresh starting with Request # 100?
Unable to get Support to respond - requesting current customer feedback
I requested a meeting with Support/Pre-Sales to discuss potential software issues with them. Zoho agreed to the second meeting but then nobody for Zoho showed. I have contacted them 4 times since then with no response. I am still in the evalation phase of Zoho and am concerned this lack of response is a preview of their customer support. Current customers - please provide feedback on Zoho's support. Thanks, Brent Thomas Zoho, I have not received a response to my follow-ups on the meeting
How do i get dropdown selection to add up in formula field?
When selecting options from both dropdowns Dropbox1 Option1=115.00 Option2= 89.00 Option3= 74.00 Dropbox2 Option1= 130.00 Option2= 74.00 Option3= 12.50 how do I added up and displayed in the formula field? Thank you
Request Screen Changes
I am trying to modify the Request Screen fields that are displayed. I want to add fields from my Products. Can I do this, if so how?
De-duplicate feature
It would great if there was a feature like de-duplicate (contacts, accounts) This would make it handy to clear up records easily just like in CRM.
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