Remote Authenication
My organization just turned on the remote authentication option in order to use a single sign on from active directory. It works with everyone that was created and invited as a portal user prior, but new users can not sign in. It displays a message saying the user does not exist or is deactivated. When we try to add them as a contact and invite to the portal as we did before, the option to invite no longer shows up. Is this a bug or am I missing something?
Mandotary Selection
Dear Support, Is there any way to create a mandotary selection list. If a ticket has opened, user should select one of value on selection list before close the ticket. This feature is really critical for us, Thanks in advance, Sinan
Workflow rule not working correctly every time
I have a workflow rule set up that is not working correctly every time. The Criteria is the same for every ticket that it should work for. Execute on: Create Criteria: Subject contains Bounced agent email AND Email is noreply@agentsmutual.co.uk Actions: Set the fields to: Category: Leads Sub Category: Bounced lead/email Due Date: 2 days Sometimes the actions are set. I thought it might be because the tickets are being created outside our business hours, but some tickets outside our business hours
Delay on tickets created by email on Zoho Support
Tickets are not being created when sent to our Email configured under Zoho Support. please help
Can't verify using the CNAME or the TXT method
Help I can't Verify my domain I have tried everything to doing cname to txt method. my domain is KanerGFX.com
ALL DEPARTMENTS view
When viewing ALL DEPARTMENTS tickets, it would be great if there was some identifier in the TICKETS window showing what department they are associated with. I love the ALL DEPARTMENTS view, but the ability to see at a glance which department they belong to would make that view so much more meaningful.
"Unable to process your request" when changing zoho support-zoho crm integration Mappings
When We have been trying to sync a zoho support Account with the zoho crm, there is an error "Problem in updating the account. The value mapped with "Email" field is invalid
Is there a way to change field type from radio to multi-select?
I have a form with a Radio button field type. I want to change it to Multi-select. Changing the appearance only provides me with the Drop Down alternative. I am hoping there is another way. Please let me know. Thanks.
Agents cannot forward, just saves as Draft
I am hearing from agents who are trying to forward a ticket to someone not an agent, and the forward is not working, rather the email is saving as a draft... they are not able to SEND I can go in and SEND DRAFT Wondering why they cannot SEND?
Required Dependency Fields
When creating dependencies amongst two fields, how do I make the second field required?
Portal Not Displaying Correctly
Hi Guys, My customers are reporting they can't use the support portal correctly as it is not displaying correctly. I have investigated and have found it is to do with the SSL. I used Firefox and found that when I tell it to ignore the non secure content everything displays correctly, but I can't expect my customer to be doing all of this fiddling so is there a way to work this out? Thanks, Dwayne
Delivery Notification: Delivery has failed ,
Respected sir, I am getting error 1) Your message cannot be delivered to the following recipients: Reason: Over quota 2) Email Outgoing Blocked Daily Mail Bounce Count Exceeds Limit [ Bounce count=20 ] How to increase Daily Mail Bounce Count Exceeds Limit? sometimes I Have to send many mail. so please help to solve this issue. 3) Undelivered Mail Returned to Sender Please Help as soon as possible.
Department Change SLAs
We have an issue where we change a department for a ticket. We have an SLA applied to all tickets for all departments (72 hours). However, when we move an item to a different department to original SLA is overwritten. I was looking into setting up a new SLA or Workflow rule to apply the original SLA but do not see any options in the rules for when a Department is changed. Has anybody else ran into this and what workarounds did you have for this?
Alert on timely fahsion
Hi, If I get a high priority ticket, I need to get email alert or SMS alert say every 15mins . So that if I am busy with any other work I can check this by seeing the alerts. Please give the solution. Regards, Sivaraj
Incoming support tickets show up slowly?
Incoming Support Tickets show up only 1 hour after receipt in the associated email inbox. They are tagged at 1 hour once they do show up online. Is this expected delay?
Could my zoho support account be deleted please?
Hello, We have moved to another support platform, and I would like to close our Zoho Support account. I have deactivated all the other users. I am the only administrator and therefore the only one left. Could someone from Zoho please delete our zoho support accounts, including the portal. Thanks! Email me at contactadventistsconnect@gmail.com because Zoho Mail isn't working for me right now.
Agent cannot access account online. Always redirects to homepage.
We have an agent in our account unable to use the system. His account as soon as he logs in, page throws an error and redirects to the home page and continues to give him the error.
Auto assign email tickets based on workload
If we have 5 agents, is there a way to auto assign tickets coming in via email based on current workload (ie, # of open tickets). Also would like to auto assign tickets that come in via phone bridge to the agent receiving the call. Are either of these scenarios possible?
Department missing in Assignment Values area
I am creating a workflow to assign the Office-Department when a ticket is sent to that email address. This is to save agents from having to change that field in the ticket. When I get to Step 4. Actions, and choose UPDATE FIELD give it ASSIGNMENT VALUE NAME of ASSIGN DEPT Then select OFFICE-DEPARTMENT under Fields, I am missing some of my Departments in the list of VALUES.
Re-adding an Agent
I had an assistant, that went to work in another area, and now is back. I can't re-activate her as an agent?
EMAILS NOT WORKING
Please advise when the issue with emails will be working again. Naturally we are having issues with ZOHO Support AGAIN which is nothing new to us.
Mass re-assignmet
Is there a way to re-assign all tickets en-mass that are owned by one agent to another?
How to best create a calendar appointment in Google Calendar or .....?
noob alert: After taking a call and creating a Request (and possibly a new Contact), we then assign that Request to an employee. I think I will then create a Task (or maybe not?) for the employee to contact the customer and schedule a support event. Or sometimes i will assign the Request to the employee and schedule the support event for them. In either case, I would like the event to be on the Google Calendar for my employee. Or perhaps I need to use a Zoho Calendar instead, but then how to synchronize
Create Ticket to Send Email to Contact
I'm not sure if im doing it right, but I was kind of hoping if I can create a ticket and then the contact for that ticket will receive to contents of that ticket.
Promoting Zoho Support
I have just signed up for Zoho Support as a way to bring all of my inquiries from ZohoCRM, facebook, and twitter to one place. I would like to start promoting it to my contacts. What is the best way for me to do this? (i.e. send out a mass e-mail with the support portal in Zoho Campaigns? put it in my e-mails? )
Workflow: "Does not contain" subject line keyword trigger not working
Hi, I have recently created workflows to trigger automated reply using defined response template based on keyword triggers from sender’s emails subject line containing words such as “technical”, “help”, etc. While this workflow works perfectly, I have then noticed 2 automated replies in my test run; (1) auto reply is from the auto acknowledge contact when new ticket is received (see notification rules under Setup), and (2) another auto reply from the workflow’s subject line keyword trigger. I have
Department customization
I'm deciding if start with a zoho support evaluation, so i'm verifing my features checklist though documentation on line. Is it possible to define different custom fields for different department ? thanks in advance. Dario.
Mobile Browser freezes on draft auto save
If I am using my mobile broswer (not the app) to respond to a ticket, I can type out my whole response but when the system goes to save a draft, all the buttons (inlcuding Send) are greyed out (or lighter tone, indicating that you can't use them) and it stays that way indefinitely. What I have to do is type my reply in my notes app, then copy it, open the ticket, hit Reply, paste the response, then send (before it attempts to auto-save the draft) Not quite so much of an issue now that I was able
Tighter integration between zCRM and zSUPPORT ???
Are there any plans to have better integration between crm and support? We use CrmPlus and have access to the dedicated zoho support add-on but due to poor integration we use CRM cases. We will eventually need to move to a dedicated support portal but with the current setup this will mean migrating totally to another provider. I'd appreciate any info on future integrations between the two.
Mapping Dependency Field in Support
Can you create a cascading dependency on more than two fields? Example: List 2 depends on what is chosen in List 1. Can list 3 depend on what is chosen on List 2? And list 4 on list 3?
Is it possible to restrict portal users from viewing email threads?
I would like portal users to be able to see the status of a ticket, but not all of the emails associated to a ticket (as there may be internal communications that I would rather not have the customer seeing). This doesn't seem to be currently possible, but this would be a nice addition. Perhaps like the "eye" icon for the comments. All emails in the thread could be "turned off" by default, and only those which were "enabled" could then be viewed by the portal user. Since I've just learned that the
Screen is blank when I click on ticket link
There are a couple of tickets that when clicked, return a blank screen. Please see video for details. http://www.screencast.com/t/Ml6eyAwowz
Waiting on Requestor Template
In regards to the status of 'Waiting on Requestor' we would like to modify some of the language on that template. However, when we are under 'Setup'-->'Templates' we do not see a template to modify for this status change. Where can we find this template to update the language on the template that is sent to users when a ticket is applied with the status of 'Waiting on Requestor'.
Zoho Cases Vs. Zoho Support Add On
We are a growing tech company and need to figure out the best practice of tracking our client issues and problems. We were using Cases but feel as thought the support module/addon may be a better fit. However, having to run the import (and it doesn't fresh immediately) and seeing that it isn't integrated into Zoho CRM (and is instead separate) is worrysome. We seem to have just mastered the navigation and setup/customization of Zoho CRM and wanted to get feedback on others who have used both together.
Include Images in email templates
Is there a way to include images in templates that trigger an email?
Customer Portal Button issue
Stupid question, but when someone sends an email to the support email and a ticket is automatically opened, the default Contact Notification templates for things like Acknowledge contact on receiving a new ticket and Acknowledge contact on receiving a reply contain a string ${Cases.CUSTOMER_PORTAL_BUTTON} which places a button link on the email they receive. this takes them to a login screen where they cannot log in or register so they can view their ticket, yet the button says "View Ticket" What
Disable Spam Filter
I have just started using the Zoho Support account I set up a few months ago and immediately, 3 tickets that I had people open went to Spam. 1) there is no indication that tells you this happened. 2) there is no counter telling you that you have messages in SPAM 3) there does not appear to be a way to completely disable the automatic spam filter 4) I want to be able to set up rules as I need them but what I don't need is Zoho deciding that a ticket is spam on it's own. I don't want the spam filter
Close tickets automatically after two hours
Hello Team, We would like to close the tickets from a particular email address after two hours of creation. Below are the things we have to do if the ticket come from particular email address : 1) change field name 2) close ticket after two hours For the first step, we wrote a workflow rule and its working fine. Can you please tell us how can we implement the second one? Note : No need to assign the tickets to anyone. We have to just close it after two hours. Thanks Samir
Inventory not listed in tabs. how do i view inventory
The Products is not an option in TABS. I can add products, but I can't view or list. HOW DO I ACCESS PRODUCTS? to EDIT OR PRINT or view it? Screen shot included
custom reports
Will there ever be an option to create true custom reports, possibly using "Zoho Reports" Thanks Rudy
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