Zoho Support Report, filter on executed time
Hello everyone, ZOHO support has a rather well built report system that has a lot of possibilities. We've been using those reports internally for some time to view the registered time we spent on issues, so we can easily create invoices based on this information. Now I recently was experimenting with the filters of these reports a bit and noticed there's a difference between the 'time entry created' and 'executed time'. I first assumed those were the same so I Always filtered on 'time entry created'
Can't add a new agent
When clicking the button "Add Agent" it doesn't display a form to enter new agent details, it just opens a new tab displaying the setup screen/menu. There appears to be no way to add a new agent. I have reported this to support nearly a week ago and still can't add a new agent.
Trying to delete Priorty field
Hi, Who do I delete a priority label? Nothing happens when I click on the x that appears or is do you delete from somewhere else? Thank you in advance. Ulrika Fahlberg Xtractor support
Unable to Sign Up for new account in Customer Portal
We cannot create users in the Customer Portal of Zoho Support. I tried in IE and FF, and with different emails and captchas and got the same error message. Screenshot attached.
my zoho support agents not getting any notification
hello team, we are using zoho support & my email id is crm@setuinfocom.com. my agents not getting any notification like some one comments on task,some one assign task/tickets etc.. how can i get all this notification? i'm administrator of my account and I got all the notification but my agent not get. please help me in this. thanks.
Questions
I post questions but once I have done this ..I can find the questions I posted ..
RingCentral
What are the possibilities of a RingCentral integration with Support?
Tickets
Once a ticket is created in Zoho Support can a event or rule be created in Zoho CRM to create a Open Task in the Zoho CRM? Thanks, CVillani
Agents
Hey can i know how i can make one agent not see others agents. how to make a group in this.Only Group needs to haev acces to each other
Use the logged-in user in a variable
Hi, I want to add a help desk entry that forwards a logged in to a specific page. Therefor I need the logged-in user at the end of the link. Something like that: http://www.domain.com/<LOGGED-IN-USER> Is that possible? Thank you, Marco
Email
Is there a way to make it so if we send an email from the support email account that it does not make a ticket, when we send emails and there are say 4 responses there are 5 tickets made
Migration from Zendesk
Hi, How long runs the migration from Zendesk to Zoho Support? We started yesterday morning and we still get no notice at all. Is that normal? I only see the notice that the migration is running and I should get a notice when it is finished. Thank you and kind regards, Marco
Notification when new email arrives in ticket
Is there a way to send a notification when any email reply arrives in a ticket? I see a trigger for customer replies, but we would like to set this up for any email that arrives.
Happiness Rating Error 400 On Save
I am getting an Error 400 when trying to save any setting change in Happiness Rating and the yellow boxed Loading message pops up and never disappears. If I reload the page the settings are all unchanged. The error I am getting is: POST <Our Support Url> 400 (Bad Request) If I paste the above redacted URL in the web browser and load it, it loads the Happiness Rating page ok. Tried in IE, Chrome and Firefox, same error in the console/firebug. Any suggestions?
Active Directory User import / integration
Greetings, My company has over 2000 users and we were wondering if there is any way to import users from Active Directory or any other form of Database. We are over 2000 users (contacts) and we have about 300 locations (accounts) to enter in and some way to import would be very helpful. Thanks, Derek
Change who the support email is from.
Right now when a email is sent out from our support email, like when ticket is created or closed, its header info looks like this: Carriage Services <support@carriageservices.zohosupport.com> We are trying to make it less vague and have it say something like "Carriage Services Helpdesk" but I can not figure out how to do this. I have changed the department name that the email is attached to and I've changed the friendly name to reflect what we are looking for. Any help will be greatly appreciated.
Approval echo
Hello Zoho, I'd like to ask about Zoho Support functionality. Is there any Alert system or Filter, how agent can be informed about or how to filter tickets sent for approval / already approved? When agent sent ticket to leader for approval, leader get e-mail with request. Than decide by clicking on Approve or Reject, but original agent is informed about Acceptation/Rejection nowhere, only by mail. It will be very useful to get some notification or ability to filter "approval waiting/finished" tickets
Automatic ticket creation on outbound calls.
Is there anyway to stop a ticket being created automatically each time an outbound call is made? I am using the enterprise version (CRMplus) and the Twilio integration. Thanks
Cannot access Zoho support
Hello Zoho, we cannot access our Zoho support https://support.zoho.com/support/btechscz from any our account. Everytime we login to Zoho and choose from Menu "Help desk software" "Support" we are redirect to page where we can create new support site. Thank you for soon reply!
Company account
Hi, Currently we test Zoho Support and we are missing one function that we use with our todays ticket system. Perhaps we are doing something wrong? We have a group of users that are part of a company. Currently, a customer can view only his request information from the customer self service portal and not the questions from other users in his company. This is an important feature, can you please give me a tip how to implement? Kind regards, Marco
Removed credentials to support site
Hello Zoho Support, I deactive three test Agents in our https://support.zoho.com/support/btechscz/, but with that step, I lost access to whole Support Support site. Our main obc***@ still should be Administrator, but when I log in to zoho.com with this account and try to access Support site, I get everytime the site where I can create new support URL (Sign Up for Enterprise Plan). No access to recent created Support site. Of course, if I try create new one with same address, system warn that it already
Remove Attachment from ticket
Hi, Is it possible to remove an attachment from an incoming email ticket? Sometimes our users send us sensitive data which we shouldn't see. Thanks, David
An updated to the Contact search was made recently, making it difficult to find a contact by last name.
Is there a reason why this contact field only returns results if you search by first name now. If I search by first name I can get the correct contact. However, If I search by the Contacts Last name I can't find the user at all. If I click on the magnifying glass for the Contact search. I can find the user by last name. This wasn't an issue until a few weeks ago. Thanks for all your help and support! Thomas Pursfull
Can I make Help Center Articles Private to Agents Only?
I want to use the Help Center for internal only documentation that would not be shared with customers who are portal users, just agents. Our default permissions are public/read/write. Is there a way to do this? Assuming I can manage the permissions of the Help Center, is there a way for me to create certain content that is available to portal users (or to specific portal users) vs. what articles would be available to agents?
not able to create tickets. Free plan
Please help me solving the issue. When someone sends an email to to zoho support id, ticket is not getting created
NEW TASKS
CAN'T ENTER NEW TASKS
Can't move tickets between departments
Greetings, We are setting up our department structure for my company and while testing I've noticed that when a customer adds a ticket through the customer portal, it locks that ticket to a certain department and it can not be moved. Is there any way to change this? We have a main ticket queue where our field locations submit tickets and our agents then route them to the correct department, but this can not be done because of the ticket being locked to a certain department. Thanks in advance for
Ticket notification to our email
Hi, I'm not getting any email notifications to agent on new tickets. It is ticked in settings and email template is created but nothing happens. Do i completely misunderstand the concept or what? Is it supposed to do email notification to agent's company email at all? BR, j.
editting forms and contacts, and searchable areas
I am trying to update our ticket forms, as well as our contact forms, I have them so they are mirrored with same fields as well as layout. Now, I would like to know how, on the ticket form, we can make a custom field a searchable field, meaning we added a customer ID number, we want to search contacts for this ID number. Now as it is now, when we search using the name field, it will pull up the contact add populate some fields but not all of them that are entered on the contact information screen,
help with contacts and ticket interactions
I am trying to set up how tickets and contacts interact, meaning how to set it so we can search for contacts through the ticket window. I have ensured all the custom fields are matching in both sections, but when I go to search from the Ticket form, it only allows me to search using the Name field, we want to be able to search using name, ID (custom field) and phone number When I do a search for a name, it will pull up the data, but the information is not populating all the fields, even though the
Open Ticket in new browser tab
Hello, i want to open tickets from the list view in a new browser tab by holding the cmd key and click on the ticket url. Unfortunately that dosn´t work. If i right-click on the link and select "Open Link in New Tab" it works, but that is not want i want. I guess it´s some javascript that prevents the normal browser behavior. Is there any chance that zoho change this behavior?
Time Entry and Time display per ticket
Hi all, Have two questions or suggestion related to time. 1 - Is there a way to show total time on the ticket screen? 2 - Is there a way to enter time on comments and resolutions?
Phone number of India support
Hello, on the support page , I just called the number for support in India (+91-44-67447000) and it sounded like a fax machine.
Turning off email notifications
Is there a way to turn off the email notifications completely? When searching to see if there was a solution to this problem I noticed that concerns regarding a fix to this have dated back five years. Has a solution been developed?
Built in Email Client irritations
Things I find myself doing a LOT with the email integration: 1. Going back to my desktop email client so that I can paste screenshots into outgoing emails. Any chance you could enhance your email client to that it supports inline paste, like http://snag.gy/ 2. Forwarding an email that I've received on my personal account to the support@ address, only to have the ticket created for me, and then forgetting to update it, and having all the replies go to me and not the customer. Any chance you could
archiving helpdesk tickets
how long are closed tickets archived for?
Aıto response to helpdesk email address
Hi, We get support requests via email. Also we activated the auto response feature so that we can notify customers that we got their message. What we need to solve is according to our setup, sometimes we need to send emails from the same email address that Zoho support uses to Zoho support itself. And we dont want it to notify that "yes we had your ticket". How can we solve this? Thanks
EOL for POP Mail Accounts in Zoho Support
I'm Larry and I lead customer success for Zoho Support. Part of my responsibility is to reach out to customers and ensure they adopt newer things, especially newer things that drastically simplify their work. This post is about one such crucial change. About two years ago, we first introduced Email Forwarding for Zoho Support. Since then, I've been personally communicating with customers to ensure they switch from traditional POP to email forwarding. Here are the top three advantages that Email
Auto response e-mails
Hello everyone, We're just in the process of swapping over to Zoho Support from another help desk system. The only problem that we've noticed so far is that when a customer e-mails in to our support addresses, they are supposed to get an auto-response e-mail, to let them know that their e-mail has been received. The customer does receive the e-mail but it's taking over 10 minutes from Zoho receiving the customer's e-mail, to when the customer receives the auto-response. Is this normal or is there
Domain Mapping troubles...
We are still having trouble getting the domain mapping to take. We have set up the C-Name per the instructions, and all seems to be recognized. However, the instant we actually map the domain in the setup, support locks us out until we delete the mapped domain.
Next Page