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.
Mass Update Contact on a ticket for Support
Is there a way to do a mass update the contact on a support ticket.I need to change about 22 support tickets to a new contact because so that all users can see all tickets. I tried doing an import but it does not recognize the existing ticket ID number.
Zoho Support Error
Hi I want to set up Zoho Support be messed something up. Can I please get some help setting up my account. I already use CRM. I run support tickets for several companies. This is the error message I get: Dita 404 Not Found The server can not find the requested page: www.bcswebsites.com/support/bcsgroup/ShowHomePage.do (port 443) Please forward this error screen to www.bcswebsites.com's WebMaster. Apache Server at www.bcswebsites.com Port 443
Metrics report
Hi, My company uses Zoho + which includes Zoho Reports. I'm currently trying to set up a metrics reporting plan for the Zoho Support side of things. What I'm trying to find out is how to get the metrics we need for our customer service department. The current metrics I need are- -Total number of tickets (overall and account specific breakdown) -Average response time -Average number of threads -Average resolution time If someone can explain how to achieve this end result to me or link me to some
Certain types of emails not reaching Zoho Support
Since the issues around the attacks were highlighted yesterday, we have noticed certain types of emails aren't reaching Zoho Support. Some of the emails got through to Zoho Support overnight, but not all, and now new emails from this morning aren't reaching Zoho Support either. Some of the emails are coming from a no-reply email address. Other emails have 5-7 pdf attachments. I have manage to forward on the no-reply email from a different email address and it has reached Zoho Support. I also sent
Custom Translation per Customer Account
Would it be possible to have custom translation per customer account? Regards, Kim
Zoho Support slow and intermittent
Over the past week Zoho has been running very slow, taking longer to process requests and sometimes not processing them at all. The screen just says Loading, but nothing is happening. Today we are receiving an error 'Error 520'. I'm trying to attached it, but again Zoho is not processing the request.
Zoho Support to CRM - Unable to process your request
trying to set up Support to CRM, was ablet setup Support in CRM, but cannot do it from Zoho Support
Exporting/Importing - Time Entries - z.Support to z.Invoice
Looking for best practice to export time entries for ticket charged in z.Support, then importing into z.Invoice for invoicing purposes. Look forward to your responses. Regards, Wayne
Mobile App for Zoho Support
Hi, Do you have any plans for a Zoho Support app for either Blackberry or iOS? If yes, any timeline we can look forward to. If no, can you please look into it. I think it would be a great tool for those of us on the go. Thanks Kunal
Non Logged In Access to Zoho Support when using Remote Authentication?
I've set up Remote Authentication for Zoho Support - but it now appears that every page can only be accessed once the user is signed in - as they're redirected to the Remote Authentication sign in page. Since you can enable tickets to be created without signing in, as well as forums to be viewed without signing in - I would think this should still be the case with Remote Authentication enabled - but it does not appear to be?
We've Introduced Some New Notification Rules & Scheduled Reports
We sneaked in an update a little while earlier today where we've done a complete overhaul of our default email templates. In addition to this, we've also added a couple of notifications and default email templates for the following situations. Acknowledging users marked on CC after receipt of a new ticket. [Email] Notifying a ticket owner when a task (associated with that ticket) is completed. [Email & SMS] Notifying all agents in a department when a new ticket is created. [SMS] Notifying an agent
Ticket Reports - Add Product Name as a column selection.
I am trying to do some analysis on tickets by product. The only way I can get the Product Name is to got to Setup-> Import/Export and export all of the tickets.
Contact registration on customer portal in zoho support
How can I limit customer portal registration to only those customers who are in my contact list ??
Multiple top level folders in Knowledge Base possible?
I am unable to find any way to add a top level folder to my knowledge base. Right now I have the one top level folder, Help Center, but I can't for the life of me find how to add another. I would Like to Have FAQ and Frequently Used Documents as 2 top level folders. Is this possible? am I missing something simple?
Ticker responce
Good morning, I seem to be having an issue with the ticket response, a user \ client response to a ticket a new ticket is automatically generated. Is there an automatic setting where the response is automatically appended to the ticket. I know I can merge but must support software will append based on the subject of the email. Thanks Rudy
Sending on "Reply" in Zoho support takes very long time - why?
Why does it take so long, from clicking on "Send" button when I want to reply, until my message has actually been send? Sometimes it takes 15-20 sec's? /Johnny Nielsen
E-mail already exists
Hi, When i try create an user in my chanel account of “zoho support” , open a message of user already exists and i cannot create it. Can you help me with this, please? The e-mail account is NAME Enrique Cruz e-mail ecruz@yachiyo.com.mx
" FAILURE TO SEND " when sending e- mail ZOHO .
Good afternoon,
They can help ? We are having trouble sending emails through ZOHO . By clicking SEND or SEND \ CLOSE occurs " FAILURE TO SEND " .
Email is not working
Hi, emails to the Zoho support email address we have are not working. None of the emails have updated tickets or created new tickets in the last 5 hours. Whats going on?
Customer Happiness on support page
Hi, Is there a way to add customer happiness to the customer portal? Having a helpful/not helpful icon at the end of each article posted by the company? (support.learningbird.com) Thanks, Joelle
Multiple copies of the same auto-response being sent to a ticket
This issue began on 9th October. Sometimes tickets are created by another system sending an email to our support system, using one of our support addresses. We would usually then receive one auto-response into the same ticket, advising the ticket had been created. We are now receiving multiple copies of the same auto-response. The only way to fix it is to split out one of auto-responses into another ticket and close it. I would like to know if we can stop the auto-responses to our own support address,
IS it possible to auto populate contact info into a ticket?
If I have some the the same fields in a ticket, that I have in my contact form, is it possible to get it to auto populate all of the pertinent contact info into the ticket, once I attach the contact? Seems like a lot of redundant work to re-enter all of that info, but I want it all to be easily visible in the ticket form.
Phone Bridge Upgrade Elastix
Hi, When are you planning to release a phone bridge adaptor for the latest release of Elastix? (2.4.0)
EMAILS NOT WORKING!!!!
We have sent numerous emails and have left voicemails as well with NO replies. Our zoho support mail has not worked for the past few hours. This is unacceptable. We have not had any replies back to our attempts to contact you either. Fix the issue as this is our busiest time.
Alert when new contact created?
Hi Currently evaluating Support, and would like to create a workflow that triggers a more detailed email alert when a ticket creates a new contact (ie it's the first time they have contacted us). I can see how to automate a notification on creation of a ticket, but triggering off creation of a contact seems impossible - but should be simple? Gerry
Need help in Zoho Support
I am trying to make one of my support emails a default email. I'm trying to delete my current default support email but it is not working. How do i make a new default support email so i can start receiving messages? Please help me
No new tickets being generated in response to email
Hi the last ticket in our ticket list came in at 12.42 am this morning. Since then, no new tickets have been generated. We have tried sending test messages to our support address (support@deesetretailinsight.zohosupport.com) and we aren't receiving an acknowledgment back Can anyone help, this is our busiest day of the week for user requests and we aren't seeing them and don't know whether they have been lost or are backed up somewhere? Thanks for any help Rob
Zoho CRM and Zoho Support integration
Hello, my company is debating purchasing Zoho Support in addition to Zoho CRM. We require the email to case functionality in Zoho Support. Currently, we run the professional edition of Zoho CRM and are using a free version of Zoho Support to evaluate it's benefits. So basically Zoho Support is Zoho CRM without sales modules and with an email to case system, a customer web portal, and a knowledge base for customer reps and customers. I want to know how the two systems interact. In Zoho Support I found
How to Associate a Template with a Support Event
I see how to create a template. But what is not obvious to me is how do I associate the template to a particular Notify event in Zoho Support, i.e. " Acknowledge contact on receipt of the email reply" ? Clicking the template link in the Notify list, just brings up the edit screen for a template. I do not see where I can select another pre-existing template. Thanks
Exporting a customized report
In Zoho Support, is it possible to export a customized report? When I click on the customize button and add information to the columns section, the "export" button disappears when I run the report.
Creating Automatic Emails
After creating a ticket, I need the whole ticket sent to an external email "support@company.com". Ideally, I would like all replies to that email to be logged in the ticket/case. Is this possible with Zoho support?
How to set agent that have access to ticket assigned for him?
Hi, in zoho support I see that we only can set the agent that Have access to: All Tickets or Their Tickets and unassigned Tickets Can we add agent that have access only to their ticket assigned to him, cannot view ticket that unassigned? Thanks, Rudy Darwin
Macros for Tickets
How do I create/customize macros to use when I'm trying to create a new ticket? Ideally, I would like to have "common case 1", "common case 2", etc so that for common cases, I could just select the macros and not have to type in the description, etc.
SLA Management
What is the best way to track SLA times for tickets in ZOHO support?
Prevent a Notify rule response going to another organisations 'auto-reply'
Here is the situation: - we send an email to a support@ email address via Ticket A - they send us an auto-reply saying 'thank you for your email' to our support@ email address, it creates Ticket B - our Notify rule then sends them a response to their support@ email address saying 'thank you for your email, we have created Ticket B for you' - they then send us another auto-reply saying 'thank you for your email' to our support@ email address, it creates Ticket C - our Notify rule is execute again...
Change a color Button
Can I change the color of the send button? Screenshot https://gyazo.com/637637de9a2a717af5fbb86fa717a75b
Cname problem
Hi, I was playing Zoho support settings that since m my domain , and I can not enter setup .
I get this product :
404 Not Found
The server can not find The requested page:
www.zonaprotegida.es/support/zonaprotegida/SetupPageLayout.do (port 443 )
Please Forward this bug screen to www.zonaprotegida.es 's webmaster.
Error web form
Since this afternoon this puts me to send a form from the web. "Request not submitted. Kindly contact your administrator."
Invitation/Re-invite
Good morning Zoho team, I have a Zoho Support site (still in trial mode) and I have invited a couple other people to be agents on my site. One of the people said that when she opened up the invitation, an error popped up. I tried to re-invite her, but it said that only people who are active or uncomfirmed can be re-invited. Technically, she is under my active list, so I don't know why I can't invite her in. Can you help me make sure that my fellow agents can log in?
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