The topics in right navigation of customer portal knowledge base do not match the order I've sorted them in agent portal.
From the agent portal I structured my topic folders for the knowledge base in a A, B, C, D, E order. When I view it from my customer portal it's all scrambled? Why do they not show in the customer portal in the same order that I have them arranged in my agent view? This is an urgent question. Please respond promptly. Thank you!
Requester is taken to the "Home" page when logging on
We are new users of Zoho Managed Service Engine and have recently set up our customers as Requesters and our support staff as Technicians. When one of the requesters logs into Zoho he is taken directly to the "home" screen and not to the normal screen where he can view his requests. He cannot go back to the request screen as he says there isn't any option to close the home screen down. This is preventing him from being able to raise new requests I have checked his user profile and he is linked
Submit A Request Fields
Hi, when a new user visits the customer portal and click Submit a request. I created fields like Address, City, State, etc. How do you make those fields show in the customer portal under Submit a request? Thanks,
Can portal users view/CC other user's requests?
For many of our accounts, there are multiple contacts within the same account that would benefit from viewing one another's requests. How can one portal user post a request and let another user share in viewing it?
How to access request created by forum item?
I have successfully created a request from a forum topic but I can't see on the forum topic what the request is or how to access it through a link.
Generic Support Representative
Does Zoho Support support the ability to create or assign a generic support representative? I ask because I am trying to figure out the best way to set up Zoho so my development team as a group can be assigned a request to review. I considered using the departments feature to do this, but the figurative wall between two departments was too high. I couldn't have my staff jumping between departments instead of assigning a request to a generic group. Thanks for your help.
Can a request only be visible in one Department at a time?
Can a request only be visible in one Department at a time?
Can some request fields be view only by user in portal
Is it possible to include request fields in the User Portal, but not allow them to be edited by the user? For example, we would like the end user to see the 'total cost' of a request if a cost to implement is needed, but when adding it to the user portal it allows the user to edit the field upon submission. Can some request fields be view only to the user in the portal?
Best Practice: When should a request be considered closed?
What is considered best practice for considering a request closed? The obvious is when a customer is satisfied with the resolution of an issue. Very simple when the customer calls in and you send them an answer that solves their problem. It gets a little ambiguous on how to handle a feature request. For example if the customer in a request asks for the offering to do more than it can, should you leave it open until it is resolved (potentially years) or close it out and ask them to propose and idea.
Is there a way to convert a request to a forum idea?
Is there a way to convert a request to a forum idea? For example a request comes in and it turns out to be a feature request. It would be helpful to convert that request to an idea and have the two linked.
Inactive Departments
Hi, I might be missing something but how do you de-activate a department? I go to Departments, click edit. But nothing to make it inactive.
Help! Problems with Mail Server Settings
Hi I'm trialing ZohoSupport and receiving the message: 'Can't connect to the mail server please check the mail server details' I've phoned our provider, they viewed what I'm doing via netviewer and confirm I'm entering everything correctly. Please help. Maria
How do I reference another knowledge base help file from another knowledge base help file?
I know how to add a link, but how do I obtain the web address of a knowledge base article I would like to link to? When I copy and paste a link of the article I want to reference it just brings me back to the Home page. Thanks!
When adding a request, contact can select a product not associated with his Account
I am testing Zoho Support as my company is looking for a new ticketing system. I have set up a couple of accounts, contacts and products. I associated a couple of products with certain accounts. I have not associated contacts with products as is seems as though the contact should inherit the account's associated products. However this does not seem to be the case. A contact is able to chose a product that is not associated with his account. Am I missing something?
No DATA in the Report generated by OPMANAGER (Availability report)
Hi, Would like raise and issue regarding with one of the scheduled reports being generated by OPMANAGER. Lately, it doesn't have any data written on the report. No data available for yesterday and today's report. This schedule of this report is every 1am. Please assist us in investigating the cause and how to resolve this issue. This is very critical to us. Thanks
How to invoice a service
I sell services by the hour. I dont see how I can add these services to invoices. What I've been doing is creating a product for each service. One problem with this is inventory. There is no inventory with services, and it looks silly putting quantity 99999 in the product quantity.
ZOHO CREATOR reports include html tagging?
When we run Zoho standard (and custom) reports certain fields contain annoying html tagging which make the reports unusable. We are also trying to run a report that includes the comment details. Any help would be appreciated.
Is there anything else that can be added to the Customer Portal?
Hello, I am very interested in knowing if "Reports" can be added to the Customer Portal. It this is not possible, then if a contact at an account wants to run reports, would an ID need to be setup to do so? I also need to have the account only view their reports. Thank you. Carol D
Adding a Request in Zoho Suppoprt
When you are adding a Request in Zoho Support the Request Owner field is blank. The user has to type in the name of the owner or select from the lookup list. Is there any way to get this to default to the Current Rep who is logging the call?
Service Provisioning
What is Service Provisioning ?How to test Service Provisioning.
What Languages Does Zoho Support Support?
Greetings, Our customers come from many different language backgrounds. We would like to know if it's possible to have the Zoho Support interface available to our customers in many different languages. If this is possible, what are the currently available languages? Thanks, Jamie
Hiding Selection based on Field Limits in a drop down menu :)
Ciao! Is it possible to hide selections within a field if for instance they are full? We offer weekly clinics that have a limit of 8 players per clinic. Is it possible to hide their choice if they clinic is full (in the same dropdown menu)? Field 1 - Week Choice Field 2 - Option 1, Option 2, Option 3, etc. If Option 1 is full, is there a way to hide this selection in the drop down menu? Thanks!
Opmanager DE to EE
We have a license for Opmanager DE; we will need a new license for migration to EE? Can you send me the link to OpManager EE - Beta Download Prob EE Windows 32bits?
Printing in Zoho support
Hi Is it possible to print a request, we wanted to use it to create job sheets for engineers, emailing not enough, as we want to print a copy for engineer and for client as they drop of the machine for repair. Proccess is New Request Enter Details Print Details. I can't see how to do the print bit. Thanks in advance
How to print
Hi How do you print in zoho support, we want to print a request to give to clients and to be attached to machine in for repair Flow New Request (machine comes into store) Enter Details Print Details - One copy to go with machine one copy for client Tony
ZOHO support , Turkish language
Hi , Zoho Support doesn't seems good when I use Turkish as a language. Characters look like different. Which codepage shoudl I choose ? Or is Turkish language for support not ready yet?
Cannot create most important report
You cannot get a report that combines: Customer (i.e. Contact) Subject Time Spent For some reason, I can pull in the email of the Contact, but not the Contact Name... Richard Brust http://www.rbrdatasolutions.com
Trying to hide values in field drop down list based on another field value.
I am trying to hide certain values in a field that has 4 selections in a drop down list based on the value of another field. For example: If abc is 123 and the choices for xyz are 5, 6, 7, 8, I only want to allow 5, 6, or 7 to be available for selection. The reason I want to do this is there are 3 choices for field abc and depending on that choice sets the allowable choices for xyz. Thanks
Is there a work offline component?
is there a work offline component? If we set up stable forms and database, would we be able to enter information and then have it updated as soon as we were within internet access range? or would we need to use MS excel and just import the tables every once in a while? Be great if it was just one click or automatic some how. We have a horse rescue that is just out of range of wireless or landline access
Customer Portal Questions
Look and Feel: We want to be able to change the colors of the portal. How can we do this to make it more seamless with our other applications? User Authentication: Can we enable users signed in our content management based site to access the portal by being signed in seamlessly through an integration with any of the published API's? I have not looked through them all yet, but was wondering anyone can comment on that. Thanks
Lookup an account rather than a contact when logging an request
Are you able to lookup an account rather than a contact when adding a new request? We deal with small businesses where we want all requests to be connected with the account, regardless who calls as they are often casual staff we don't necessarily want to add to the system. Cheers, Nathan
Custom Fields from CRM
We have several custom "Account" fields in Zoho CRM that we need mapped to Zoho Support. I've searched through the setup and cannot figure out a way to add any custom fields to the CRM Integration feature for either accounts or contacts. For example, within CRM we have a custom field that shows the support level of the account. We need to be able to "at a glance" identify the support level of that account within the request view without having to switch to CRM to check it. I understand "Contracts"
Technical requirments for Zoho?
Where on the Zoho website can I find the technical requirements for Zoho? (In otherwords, what hardware, software, operating system, etc?)
Last modified field
"Last modified" field posts date in "edit" mode. The field does not appear in the public mode. How can I fix this? terese.terry@yahoo.com.
Email Request forwarded - ID sent to new Contact
Is it possible when I personally receive email support request to my email that I can forward it to my support reps and when the agent reads the email and changes the Requestor to the actual contact that sent it to me then that client can get a notification of the newly created request ticket with the ticket ID? If so how can that be done? Thanks -g-
Zoho Support Express Edition: WHEN?
Could we have an ETA on this version please? Price? Also, what features and limitations can we expect?
Copy a view from one workspace to another?
I need to know if there is a way to copy a form, and two connected views from one workspace to another? I have a personal workspace and one that is shared with someone else. I want to move 3 items from my personal workspace into the shared workspace. Is that possible? Thanks, Kirsten
Russian localization
Dear Zoho Support Team, Thank you very much for this great product. We have tested all the features and found them very impressive. The only issue we can't resolve by ourselves - russian localization. We strongly need it. Could you please provide ETA for this feature? I can help you, if you want. For example, Russian localization of the most known free open source issue tracking system Request Tracker was done by me, so i have a great experience and understanding of issues-related phrases/words/etc.
Is it trial????
I am a student and I have made two applications in your site. Yesterday I saw that I have to pay. It is real? It is not free? Can I have these application without pay anything?And if it could be,for how long?
Zoho Support and CRM Integration Issue
I have been trying to map the fields that I have in Zoho CRM to Zoho Support for weeks now. Zoho's support people have tried to help, but nobody seems to be able to figure this out. I thought I would try this forum to see if anyone else had experienced this problem and knew how to fix it. There is no error code or number, just after I map all of the fields I want to map and click to save the next screen just says that there was an error and to click here to go back. Has anyone else ever seen this?
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