Picklist bug or user error?
I have a longish list of picklist values in a mandatory field. I have added a "None" value which I would like to be default, but as a new addition, it is added to the bottom of the list. I am trying to drag it back to the top, but the entire list keeps moving on my screen and will not allow display of the top of the picklist values. What am I doing wrong? Additionally, I would like the user to have to select an item in the picklist, but it is accepting the word "None" as an acceptable answer (and
Is it possible to alert only the agent that is the ticket owner?
I've created a Time-Based Action rule to send an alert to an agent when a ticket is 7 days past due but would like that alert to only go to the ticket owner. I've found that if I do not specify the ticket owner within the Time-Based Action's criteria and also limit the email alert to be sent to only that agent, the emails will go to all agents (if all are selected). Ideally I'd like to be able to specify something like "where agent is ticket owner" as part of the criteria. Is what I'm trying to
Custom fields in the side bar area that contains the Close Ticket button?
Is there a way to make a custom ticket field only viewable in the sidebar that an agent sees, such as Root Cause or Labor Hours? I can see a designation that says "Available only during Edit Ticket" but that does not appear to be an attribute that I can apply. I don't necessarily want to have certain fields in the create a tciket screen. Thanks
Button Send or Send & Close Not Work Property
Hi, I try to answer this tiket ID #107 but when I press the button, the message appear "Sending..." and not send the answer. I really appreciate any help you can provide.
Creation of tasks vi email
Is it possible for me to create a task in Zoho support by forwarding an email to the support id? This would be very useful if I am having an email that I need to assign to my agents as a task. Any response on this would be highly appreciated.
How can we tell if someone is or not working for Zoho?
When I'm looking at different threads, I sometime see that people who answer have an employee tag next to their name. But it is not always the case. How can we be sure that such people do work for Zoho if there is nothing that identify them as such? Subsidiary question: What are the official Zoho Support email addresses, where can we find them on Zoho's web site? Thanks! We are after all essentially irrational. — Spock
How can we assign a type of SLAs depending on a custom field we have in Zoho CRM (Account)?
We need to assign automatically the type of SLAs according to the type of client (custom field) from Account in Zoho CRM is it possible?
How do you delete/masquerade the From address saying ...via zohosupport.com"
I've found that when templates are sent, like the "New Request Created" template, the From address will say "<support@xxxxxxx.com> via zohosupport.com". I don't want my customers to see the "via zohosupport.com", how do I change the settings within Zoho to fix this? I already pinged Zoho Support and they are looking into it, but I thought I would ping the user community to see if anyone else has already figured this out. Also, if I get an answer back from Zoho Support that answers the question I'll
I can't make my Forums appear in the customer portal.
I have created categories and forums using the tutorial here: https://www.zoho.com/support/help/setting-up-community-forum.html Here you can see I have created some forums: But in my customer portal, no forums show. All forums are set to "Visibility: Anyone". But even a logged in user can't see them: What am I doing wrong?
Ticket System, Knowledge Base/Support
I'm a VA. My client had 3 programs and I created 3 departments (A, B, C) based on those programs. I have a general department Membership that's associated with a membership@domain.com email address. If someone submits a ticket from one of those departments - A, B or C, I want it to go to membership@domain.com instead of aprogram@domain.com, bprogram@domain.com, cprogram@domain.com. Does that make sense? I can't figure out how to do that or find the documentation. I think I'm either misunderstanding
Problemas con el portal zoho
Hola buenas tardes Tenemos un problema con el portal de zoho, mis usuarios mandan correo para solicitar soporte y no se levanta en automático el ticket. Hemos revisado toda la configuración y todo sigue configurado de la misma manera. Ya levantamos un ticket nuevo de forma manual desde el portal de zoho y de esta manera si nos llega la notificación de que se ah creado un nuevo ticket. Podrían ayudarnos. Saludos Jonathan Vela jvela@sportium.com.mx
Reports on Zoho support
Hi, I am trying to get some reports in Support with the admin user buy tells me I have no rights to do this. Can somebody help me to fix this? Thank's
Freshdesk import?
As we start using Zoho CRM now, we'd like to be able to migrate to Zoho Support from FreshDesk. Is there a way to import our Freshdesk history into Zoho Support?
Reporting...?
Am I missing a module or something? The reporting in Zoho Support seems to be non-existing. There is no way to see such basic things as tickets per agent, tickets per account, top tags... and the custom reports don't make any sense. Can someone provide me with some guidance here?
link between Portal User and Support Contact
What is the between a SUPPORT account contact and a Support portal user? What field relates them? We do not intend on using invitations, but remote auth, and would like to create the Support users by API. I want our system to work like this SETUP 1. Create Account and contact in CRM (done and existing users) with customized "password" field for authentication - CRM account also has purchases that will restrict our support sites offering of downloads etc. 2. Use CRM's custom link to create a Portal
Integración con Google
Buenas tardes, Desde la migración la nueva version cuando desde google le doy click en el icono de aplicación es Zoho Sopport se queda en:
Workflow Requirements
Hello We are currently evaluating Zoho and looking for the following workflow capabilities: 1. if value of currency field is great than x then make a number of existing fields mandatory for completion 2. auto populate customer related fields from db based on firstname/lastname completion 3. check customer details against customer blacklist data (currently available within excel spreadsheet) These queries are pertinent to us going forward with the software and would appreciate your feedback at
Creating Unique Customer Support Portals
Is it possible to have a customer support portal that is specific to a customer where customer specific documents can be uploaded?
Muti-branding in Zoho Support
Other online ticketing systems (zendesk and Assistly to name two) are offering or are soon-to-offer users the ability to "multi-brand" their ticketing system. One benefit of this is to enable a service organization to seamlessly handle support for multiple clients, while the users none-the-wiser. Any plans to offer multi-branding?
Email reply, with ticket number in subject, creating new ticket
I've searched the blog for this issue, have found a few close to the same description, but not exactly. This is our scenario sometimes [It does not always happens this way] - The good - We have a ticket that we send out an Email message from within, so it has the ticket number in the Email. User replies back, also with the ticket number in the Email. The bad - Instead of including this reply in the original ticket, a new one is created, but it also has the same ticket number.
Customer Portal
Greetings, Ever since activating single sign on / Active Directory Integration, our "Invite Portal" users link has disappeared from the customer portal page. We still need the ability to create portal users as we don't want the channel for submitting tickets to be wide open for anyone to use. What can we do to get the ability to create users at will back?
Not getting activation link or forget passowrd for my E-mail ID
Dear Zoho Team, we are testing ZoHo Project and ZoHo Support for our company and I tried to add my official mail for signing up with ZoHo support and I did´t get a any activation link. I tried with my personal mail ID and I got the activation Link.I tried to add my official E-Mail ID from the Setup page and again same issue.Even I did´t get the Activation Link , its look like my E-mail is activated !! I added my collogue and he got the Activation mail as normal and he was able to activate his
Existe este programa en español???
Me interesa saber mas de este programa pero no encuentro si existe en español Alguien ppuede guiarme Gracias
New equipment approvals
Hi all, I want to create an approval chain for our new starters equipment requests. I have created a new user request template, but I want the ability to send the request through an approval chain. Is there a way to do this? Thanks
deactivated departments showing up on ticket screen
For the past 2 weeks or so, when I go in to the ticket creation screen, several deactivated departments are showing up. How can I make them go away? Thanks
Restrict department in Customer Portal
Hello; We have re-configured our departments to only have two - one for tickets that come in by Email and one for internal tickets, mostly created from the Customer Portal. How can we restrict the Customer Portal to only show the one department?
Limit department in Self Service Portal
Is there a way to limit a customer's access to the departments in the Self Service Portal. I want a contact to only have access to a specific department. thank you
SSL Certificates for domains mapped to Zoho Support
Hi Zoho Team, Where can I find the steps and costs to implement SSL certificates? I have 2 paid accounts, each has its own sub-domain name mapped to it. Thanks, Noel
Tickets Missing
When trying to access the All, Open and Closed tickets all of the tickets have disappeared. What may be the cause of this? Thank you
Customer Portal Users - Creating New Contacts
Hi, Recently, I added two new contacts to one account. I then follow the steps to invite them to become Customer Portal Users. When I clicked the "Invite Portal User(s)" button it asked for the email ids. I did entered them and they received the invitation. The problem is that one of them "created" a new contact that is not associated with the account, therefore he is not being able to see the cases logged by the other users in the same account. I deactivated this user, (which name is only the first
AVERAGE RESPONSE TIME ON MY WEBSITE
Hi, I would love to be able to show my customers what our average response time is before they submit their ticket. Is there any way of doing this?
iframe (or something else) for portal customization
Hey zoho, can I use iframe in the customer portal customization of zoho support? I tried to customize our customer portal a bit, but other than changing colors and adding/removing widgets, not much seems to be possible... @all: how have others solved this? We are not happy with the appearance we can get out of the customer portal, but we do like the functionality. Any recommendations?
Custom field is only part exported in custom report
Hi there, I have changed the pick list called category, to have about 20 different categories, where one of them is assigned as standard. Following that I have created a report where I want to export among other things the category. When I run the report it only shows some of the categories in the category column and not all. One of the categories not being shown is the standard set category. I need to have all the fields part of the report to be added when I run the report, if not what's the point
Help Center Article Answer length limit
I continually get the message "Answer max length limit exceeded" I understand that it may have to do with the HTML character limit but what is the maximum answer length allowed?
Delay creating new tickets when e-mailing
We have just started using Zoho and have an issue with mail forwarding. There is a delay between sending the e-mail to support@ourcompany.zohosupport.com and the ticket appearing. This delay varies from around 5 minutes to up to 15 minutes. Really, we need tickets to be created instantaneously. Is a delay normal or is there is an issue with our account?
I do not see invite users in the customer portal
Click Setup In the Channels section, click Customer Portal and then click Users Click Invite Portal User(s) Enter the e-mail ID of the user you intend to invite Click Invite Is this normal ?
Portal invitiation/sign-up errors with Apple devices
I have so far had 2 customers tell me they were unable to get the portal to accept a password when they followed the Invite link on Safari on Apple devices. The first was trying to sign up via his iPad, eventually he gave up and did it on his PC The second is getting the same issue on his Mac His feedback: I get “Invalid Email Address or Password” error Hitting password reset just clicks the submit button and nothing happens Is this a known issue?
Display Tickets on website
Hello, Just evaluating this at the moment and impressed so far. Is it possible to display tickets on my website, just so various people in the organisation can see activity? Regards
My zoho account on my Celphone is losing connection.
I use the outlook to access the zoho email, but he continuously lost the connection.
Help Center departments
OK, has anyone ran in to this before, and if so, did you come up with a solution? We have a few departments that we have marked as disabled, but they still show up as Categories in the Help Center. I need to get rid of them. And, if possible, I would like to setup my own Categories instead of defaulting to all of the Departments - is there any way to do this? Thanks!
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