Web-to-Request Form CAPTCHA
Hello- Does the Web-to-Request form functionality on Zoho Support have any built in CAPTCHA functionality? We also use Zoho CRM and I know that this ability is built in to the Web-to-Lead form on that application. I wasn't sure if something similar was available on this product or if I would have to integrate that on my own. Thanks, Chris
Unable to edit & save existing contacts
Hi, we are unable to edit and save existing contacts. This is an organisation wide problem and has started only today. We have raised support tickets marked urgent, written emails to you marked urgent but we are still awaiting a solution. The day is almost ending. Can we please have a solution?
New interface shows description as threaded email
Since the recent upgrades to the Request UI we've noticed that our 'Description' for the request gets lost among the threaded emails. The reason is that it used to say 'Description' on the header, but now it reflects the customer's username and email as if is simply part of the threaded email chain. Can you fix this to show 'Description' on the expandable header again so we can easily find it? Thanks!
Email Settings not working
I am trying to setup the Zoho Support product to get email from our mail server. I have double checked all the settings and I believe they are all correct. I can setup Outlook Express to use the same settings and it can pull and send email, but everytime I hit the save button all I get is " Can't connect to the mail server please check the mail server details"
Disable Reply-To Function for certain Profiles
Hello, May I know if it is possible to restrict certain users from using Reply function for requests? We don't want lowest level profiles to send emails directly back to our Contacts. Thanks for the help. Cheers, Wai
Domain email settings - can things be in conflict
Currently I have a domain name that I have hosted at a photography site (Smugmug). At my domain registrar I had to enter stuff so that my domain is correctly pointed to the photography site (Smugmug). At the photography site they do not handle the email side of things. Is it possible for Zoho to handle all the email / calendar / contacts side of things and yet keep my photography site intact and working. Cheers, Steven Taylor
Why use Zoho rather than Google Apps
Currently I use Google Apps (using my own domain name) for my mail / calendar /contacts. This is all in sync with my mobile devices. It all just seems to work and I'm comfortable with it. There are only two users in this account, myself, being the primary user (and administrator) and another is a family member that is just has an email address (not really into computing or the internet). Anyway, I'm not paying for Google Apps at the moment. What would be valid reasons to change over to
Dashboard and other features for managers
As a manager, I think the main dashboard should display the recent activity of the agents, such as: Request #0000# | Account | subject John changed priority to Urgent - 00 minutes ago Request #0000# | Account | subject Mary replied - 00 minutes ago Request #0000# | Account | subject Bill closed - 00 hours ago Request #0000# | Account | subject "Customer" replied Request #0000# | Account | subject Peter added 30 minutes And names and requests should be links. Also, I miss a lot a BCC field and/or
Can "my tasks" be displayed on home area?
Hi, Can I configure the panel to show the area "My task" when I login? I didn't found this configuration. Thanks Christiane
Turning Support Rep into Customer Portal User
Hello, I would like to turn a current support rep into a basic customer portal user. Therefore, I am attempting the following steps: 1. I de-activate the support rep 2. I try to add a new Customer Portal user with his email address 3. I get an error message saying that I cannot use that email address (since it is already registered, now as a de-activated support rep). Is this a bug? Any ideas of how I can get achieve my goal? Thanks! Henrique
Zoho Support e-mail text formatting problem
when replying to a request in Z-Support the mail that is recieved by multiple customers has all different kinds of text formatting. we have reported this issue a while back but have not yet recieved a good explaination why this accurs and how this is to be resolved. an example of the text formatting as attachment.
where is the mail administration button
when i GO TO CONTROL PANNEL THERE IS NO MAIL ADMINiNISration button to find the migration tool. Would like to switch to zoho from old email.
What is the limit on the number of customer invitations that can be sent out in a day / in total?
What is the limit on the number of customer invitations that can be sent out in a day / in total? It looks like my invitations stopped at a total of 49. Where did the other customer invitations go. I added 99 customers to the portal Dale
Sending out a request acknowledgment - except on requests received via phone....
I'm stuck on this one.... I want to send out a requests acknowledgement email (with ticket etc.) when a request is generated but not if the request is received via phone. Looked at Notifications - can't do it there. Tried setting up a Workflow rule - makes you choose a Support Rep and then you can choose to Notify the contact. Not clear how to do this - so any help appreciated.
Time of Day Reporting
Is it possible to report on either of the following in Zoho Support? If so, how? 1. Requests by open time (To show high volume times of day-- for instance, X tickets were opened between 8am-12pm, and Y tickets where opened between 12pm-5pm). I have been able to figure out how to do this for particular dates by using the Request Open Time field as the Group By option, but this does not seem to allow for time to be taken into account. 2. Number of open tickets trended over time. Thanks, Chris
Building a report on Zoho Support
Hi guys, I'm trying to figure out how to build a report on Zoho Support and I can't seem to figure it out. I need to know 2 things in the report: 1) Upon receiving a request, how long do we take to get back to him/her? 2) How long do we take to close a request on average? I hope I can get some help. It's quite urgent. Thanks so much!
Have you stopped providing support on email. The last 3 emails requesting support have gone unanswered.
1) Can I customise when I want to automatically send an SMS to the customer instead of only the three options mentioned currently? 2) Same for email
new interface - add time entry more dificult
The new interface is nice, but I miss the easy way to add time entry to a ticket via the drop down menu... Also, I miss the other stuff like changing the status or adding a task...
Introducing Zoho Support Express Plans complemented with a brand New UI
We are excited to introduce Zoho Support Express, our latest plan for small businesses and do-it-all teams. Also we are out with a simplified new UI which is easier to access, spacious and faster. Our Express plans are designed keeping in mind the requirements of small businesses that find regular plans beyond their budget and those not having earmarked support agents. Let’s delve into more information on why you need to try our Express plans and what’s different in it. Why a new plan? Being an ideal
Customers may not submit applications, or access the knowledge base
Access to the site has all access permissions to customers, but when they make an application, states: "You can not send requests to this site." Case in the knowledge base What's happen??
Making it harder to change the status
I do like the new interface a lot more than the old one (so far) but I cannot for the life of me understand why you guys would think its a good idea to make it more difficult to change the status of a request! it was fine how it worked before, why change something that ain't broken? It might only be a few seconds, but it now takes me more time to deal with each request.
jQuery slideshow - time lag between image changing and caption changing? beginner needs help
Hoping someone can help! Am new to jQuery and have built a slideshow with a caption using the following script. However there is an irritating lag between the time the image changes and the caption changes (ie image changes and then a a second later the caption changes. Can anyone advise how to fix this so that the image and caption change at the same time, with no lag? Thanks in advance! <script type="text/javascript"> $(function() { $('#slideshow').cycle({ fx: 'fade',
NO customer support. response or help!!!!
I have sent three messages in the least few days to request urgent assistance and i have had zero reponse. This is terrible customer service. I pay good money for two products but get no support whatsoever. I hate posting negative messages like this but if its the only way I can get attention I need to do it. Please can you contact me urgently as a matter of high importance!
Automatic time counting while working in a case
How about a time counter bottom that you click "Start" when working on a case so the time logging is done automatically? Jorge
Fowarding emails into a case
Is it posible to forward an email to our zohosupport dropbox email and attached it to an existing case, just to keep a history or related items? Jorge
WHERE IS ADD TIME ENTRY
I used to have this only a few days ago - WHERE IS THE ADD TIME ENTRY MENU ITEM????!!!!!!?????!!!!! Richard Brust http://www.rbrdatasolutions.com
Can't add request from Customer Portal
No one can add request from our customer portal. This is the msg: "You cannot submit request in this portal." Please help.
Can you publish the roadmap?
I have been using Zoho Support for a couple of months now and following the discussions here. And I see a lot of answers about things being in the roadmap and/or plans... In order to make a decision whether to keep using this solution, it would be very important to actually SEE the roadmap... What do other users think?
Customer Portal - Remove/Modify Functions
How do we customize the tabs that appear on the customer (public) support portal? Specifically: - How do we remove tabs we don't wish to be displayed/available on the portal - How do we remove the "Sign in" link until a better username/password system is available Thanks
Multiple currencies
I would like to know whether it is possible to have multiple currencies on the system. Is it possible to add products in different currency formats?
Workflow tasks and Contracts don't work with Enterprise Trial?
Hello, I'm using the Zoho Support Enterprise Trial and noticed the following: When i create a workflow rule i can only create alerts in the final step of setting up the rule, i can not create a task? If i read the manual this should be possible For some reason i can not create contracts. When i got to Accounts and click one and then select 'SLA for this account' i can fill out some fields but when i look at the manual i should be able to select a SLA type there, fill out a contract name and contract
attache zoho docs to a support case or acccount
Is there anyway to integrate Zoho Docs to a support account or customer?
Can't reset customer's access to the support portal
I have a customer that can no longer get into the Support Portal. gfdc2@fremontne.org had access but no longer does. When I try to re-invite, I get a warning "This contact email already exists." I have tried deleting the contact and reloading but this doesn't work either. Please advise. Thank you! Heidi
attachment ideas
Hi, Regarding the attachment fetaure, I propose some improvements: 1. bulk upload: many times we need to upload a large number of files and it would be faster to select and upload them all at once 2. the attachments of the email messages (sent and received) should be available in the attachments tab: with the sender name and the message sent date. 3. it should be possible to attach files both from the user computer and the server (the files available in the attachments tab and the files attachd to
attachment file names without the plus sign (+)
It would be great if the attachments could be downloaded with their original file name. The plus signs really pollute... What do other users think?
Can you add a new account and/or new contact via email, webform?
I would love to be able to send accounts to the support system from the CRM via email or webform. Once an account is sold the info needs to be setup into the support system but import is slow. TIA!
login support portal by google apps account
we created a support portal for our internal users. can user login the portal by google apps account? currently, in portal login page, there is no such a link.
How to check who linked a GPO to an OU
Hi I have AD Audit and AD manager, how can I check who linked a GPO to an OU? Thanks, RM
How to check who linked a GPO to an OU
Hi We have AD Audit and AD Manager, how can tell who linked a certain GPO to an OU? Thank you, DT
Direct Links to a Solution in the Knowledge Base
When a customer asks a question which has already been answered in the Knowledge Base, how do I reply with a direct link to that solution? Jim
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