Create re-occuring (calendar-based) tickets
Hello, is there a possibility to create reoccuring tickets? For example every last day of the month I have some governance tasks to be completed. And I want to be reminded about those responsibilities. 2nd question, is it possible to block ticket closure in case there are unfinished tasks?
Customer Portal Customisation - Allow Contacts to view all Tickets from their organization (Accounts)
Is it possible to add a "My Tickets" filter in, so that the users don't have to sift through the entire account to find their own tickets?
New ticket : contact name
Hello, Is it possible to not make the contact name obligatory when creating a new Ticket? Because we create tickets that are not bound to contacts but accounts. Tnx
Ability to read Agent Chats
Hello, I was hoping that with the Zoho Support upgrade that it would finally be possible to read the chats that Agents are currently engaged in, or chats that have concluded. I am not able to see the full chat, only the top portion and there is no way to scroll down to see the full chat. When trying to assist Agents with difficult customer questions via chat, it is important for supervisors to be able to review all that has transpired in the chat while it is actively occurring and also after it
UGRADED TO ZOHO CRM PLUS AND NOW MY TECHNITIANS CANT ACCESS ZOHO SUPPORT
So We decided to upgrade to crm plus which we think it was great to follow up everything across the business but now out technicians can't access zoho support , like they don't even exist anymore , does this mean i need to pay extra $60 per technicians just for them to use zoho support ? not connivance at all.
Reusing agent account
Hi, I´m trying to re-use an agent account, but it doesn´t work. We have a few deactivated account that we want to use for new employees. I found in the manual that we should be able to re-use an accounts since we pay for accounts even if they are inactive. I can change everything but not the email address on the account. How do I do that? Thank you in advance, Ulrika
auto assign rule
Is there a way to create a rule to assign a ticked once received to a particular product based on the email subject Thank
What is the best way to add a knowledge base solution to keep formatting consistent?
My company and I are currently evaluating Zoho support and the customer Knowledge Base in particular. I was hoping I would be able to copy and paste from Word seamlessly, but that doesn't appear to be the case. Does anyone have suggestions for keeping formatting consistent throughout your knowledge base? The formatting options available appear a bit limited. I'm not comfortable using HTML not that I wouldn't consider learning it better and using it for formatting solutions. The ability to copy
Support Email
Hi, For the last few days we have received email tickets with no issue. They have always been a little delayed but we get them and they get added into Zoho Support. We now don't seem to be receiving any at the moment. Nothing has changed as we have not touched DNS etc. Is there a known issue today? Thanks Lee
[Spelling corrections] On questions
Hi everyone, There are some french words wrong spelled that I would correct directly on my portal, but I'm not able to for the moment. It concerns the french word "Question" which is feminine, but considered as masculine. It's not serious regarding our french clients.
Required field
How can I set Resolution as a required field before a ticket can be closed by a support tech?
file content is not available Message on all Support Tickets
for Every e-mail in every ticket through our Support center, all I see is "file content not available". This has been an issue for over 12 hours. This happens in Chrome and in IE, and does not go away with a Cache clear or History wipe. This is a huge priority for Moderators to fix, unless I'm missing some simple solution.
Zoho Support & Mobile Friendly Live Chat
Hi, My company recently purchased a subscription to Zoho Support, and we have integrated the live chat feature into one of our websites. The float button/window combo works well, but we noticed today that the chat window is not at all appropriately sized for mobile viewing. When accessing live chat on a mobile device, the chat window appears in a new tab, which is fine, but the form fields and chat responses are way too small to be utilized. Here is a screenshot from my Galaxy S5. A colleague also
SLA Targets
We require an SLA target for ticket response as well as ticket resolution; although I can't find a way to set this up within Zoho - We're pretty close to purchasing the service but unless the helpdesk can complete this feature like FreshDesk can we are more likely to go with them. Thanks, Johnny
Close my account and delete my original account (gmail)
No puedo cerrar mi cuenta. Intento por todos los medios. El problema es mi correo electrónico original (gmail.com) no existen ahora, y es imposible cerrar esta cuenta. ¿¿¿Que puedo hacer???
Deleting an Email Notification (using a public email template)
Hi, I used a public Email Template to send notifications to agents for different actions. I am now trying to remove the notifications but do not see anywhere to do this. Can you help please?
Company Name in Contact List?
How do I get the company name to show along with name and email address?
Webform customization
Hi, Is it possible to add custom fields to WebForms? Can products can selected as picklist in webforms? Thanks.
Audit Log History of a Ticket
Hello, How can we view the Audit Log for a ticket? Specifically for user actions on a ticket?
Default view is Old Version. How to Switch to new one?
Cant seem to find the pop up that other users has, any other way to do it?
A Few Items | New Interface | Comments | Assigning Tasks
Hello Zoho Team, In the new version (GUI) how can we keep the "Private" comments in a single area or to remain at the TOP of the thread at all times? In the old version "Comments" had it's own tab. Now the user has to scroll and hunt for comments... I'm I looking in the wrong place? Comments need to be efficient to locate, we should not have to hunt for them. Assigning Task. Can we assign tasks to another Agent from one department to another? Example: Department A requires a task done by Department
Cannot reply the ticket through zoho support
When response tickets generated from the forwarded email the response always failed. It showed Momentary Issue with the mail server. Would you please check for us?
FAQ's - New Version (Beta)
Hello All, This is a set of quick help for users who got access to the new version (beta) of Zoho Support. Based on most asked queries we received from our users, I have put together some basic FAQs that will come in handy to everyone. 1. Merge Tickets : 2. Mass Update : 3. Loading Issues : If you happen to notice that Zoho Support page keeps loading for a long time with the three bouncing dots. Then try the following workaround. - Access the below URL, make sure to replace the word <PORTALNAME>
Help Center Search/List of Related Articles for External Website
Good day! I'm sorry if this has been asked before, but I would like to provide users of my web application with a list of help articles that are related to the part of the application they are using. For example, if I have someone in their user profile in the web application, I would like to show a list of related help articles dealing with user profiles in the application. Ideally, I would like to embed a search widget that shows search results from a programmer specified search term. Thanks, -dj
Rollback new UI?
How do I change the UI back to the previous one? The new UI is bogging down work tremendously. I'm sure customer feedback drove the changes but honestly, you've incorporated way too many UI obstacles and there is way too much text going on in the Zoho Support portal for the flat design approach. Thanks..
How do I revert to the old version of Support
Im not a fan of the new lay out. I have taken the tours and would still prefer to go back to the old version. Is this possible? If so, how do I do it?
Emails on one device and not on others.
Hi there - I have a case of disappearing emails! Last week and again today, emails have gone into my zoho mailbox on my tablet, but do not appear in my account when I use the laptop or phone. One of them I thought might be spam but the second was quite important and I'm wondering how many others I might miss. What is going on?
Ticket Templates
Good day, When you create a ticket template, it has to be selected twice in order for the Categories and Subcategories to be chosen on the properly manner, otherwise, if the template is selected only once, the Cat and Subcat will be the first one by default and not the one selected on the template. I do not know if this was already reported, if so, is there any estimated time for this to be fixed? Really need this as we create a lot of tickets daily and Templates get them created very quick but for
I don't see phone bridge in the trial version in Other Apps
I like to try the integration with the Asterisk phone system, alas I don't find the phone bridge app in other apps or subscription sections..pls advise
Zoho Support New UI Performance
Hi all, I'm just curious to get a general consensus. I have been using the new Zoho Support interface for a while now, and the interface itself is a great improvement over the previous one. Nicely done Zoho! What I'm interested in finding out iat this juncture is whether the performance has been the same, for those who switched, since the new interface has been released. Switching back to the old interface, everything is very snappy. On the new one, everything seems sluggish. In certain instances,
Unable to sign up
Everything I try to create a support department It says. Your Zoho Support account is being created. Please Wait ... Never gets past this.
Can you assign a different reply address to tickets created from a specific email address?
I have a customer that sends me tickets from a DoNotReply email address and insists that all created cases reply back to a specific address. Is this possible?
Zoho Support - Can you send via Gmail
Hello, I've finally set up Gmail to forward everything to our Zoho account - and this is working (albeit a little slow). I have configured it so that when I reply to emails it looks like its coming from the gmail account; but is there a way to actually send from Gmail so that Gmail works as a complete back up of all correspondence? This seems to be how DESK.com works? Thanks David
Can't add a new user...
Hello, I I'm trying to add a new user and Zoho keeps telling me their ID already exist! It does not, please help!!!
Contact are duplicated when creating Support
Contact are duplicated when creating Support Tickets from Android Mobile app, While generating tickets cursor rest at email field & didn't get it's value by imputing contact name or account name.
Guidance for archiving Tickets/Companies?
Hi, I'm wondering if there is a recommended way to either archive companies/contacts/tickets in Zoho Support that wouldn't get in the way of Active clients when maintaining our lists and tickets. Of course, we can simply delete them, but is there a better way to handle this? Or is there a way to export those into Excel in a format that's easily legible?
zoho support - automatic "time-worked"
i have just signe dup for zoho support. I like the time-Entry tab on requests. What I'd like to know though, is whether or not this can be made automatic? So I don't need to manually enter the time for each ticket.. ? is it something that could be part of a future development line ?
Is attachment can be handle in Zoho Support API ?
Hello Sir, I wanted to add records in Zoho Support via ticket generation. As my records is been added on zoho via API provided by Zoho but I wanted to add attachments also. Is there any way to send attachments in Zoho API ?
Priority change not showing in Ticket Creation screen
Hi; We have had some issues with people not using the correct priority when creating tickets, so I added a short description to each priority, such as "High - Single user unable to work". However, these charges are not showing up in the Ticket Creation screen on the User's Portal. Why? Thanks
Include actual email in New Ticket notification
Hello Zoho Team, When we create a new ticket via Zoho Support the recipient party only gets a notification saying: "A new ticket has been created" and they are then instructed to navagate or login to view their ticket. How can we modify this setting so that the actual email is included as well, not just the notification message? In other words, I want the actual message we create in the ticket to appear together with the notification.
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