Cannot disable or change email address of agent
I would like to add another agent. I cannot disable and add details of another agent within ZOHO Support. Disable has been used before but fails to disable latest user.
Whare has my saved draft gone in a Community Forum?
I have saved an announcement for a Community Forum as a draft but I cannot find it later to continue editing. Where is my draft?
Agent reports
Please confirm if its possible to reports on users I.e. No of tickets closed by agent per day week month
How to add a Forum to your custome portal
Can anyone tell me how to add a Forum I created to the Customer Portal?
Close zoho account
I would like to close down Zoho support for now. Thanks
Standardising Ticket Replies
We are currently using aText to enter standard ticket responses into a ticket for customer frequently asked questions. I'm wondering what other are using and is it possible to use Zoho Support with this same functionality? I noticed the Ticket and email templates, but this is not really the same and seems a little clunky for easily selecting from and inserting into a ticket say 50 different possible ticket answers. Appreciate any recommendations. Scott
Deleted contacts by accident. And now all of the support tickets are gone. How can I get them back?
Deleted contacts by accident. And now all of the support tickets are gone. How can I get them back?
CC Agents into tickets
Hi, Please can you develop this option so that tickets can be followed by other agents. This is crucial in our process when we escalate tickets to development and the agent still needs to monitor the progress and inform the customer accordingly. Best regards, Richard
Imported Overdue tickets not showing as Open?
I imported a bunch of tickets from our old system, and they've imported correctly with the right due date and 'overdue' status (they are not closed.) ...however, they're not showing up in Pending tickets or in the Open Tickets view... Am I doing something wrong? Thanks! -W
You can only veiw records
whenever I login to the support site, I get a banner stating that I can only VEIW records in this zoho support site. any other operation will not work I need to be able to add & remove tickets & update current one, also as this the admin account I can't manage the agent account as well.
Email Delay
Our emails are delayed over 20+ minutes. Please fix this ASAP
Error in security certificate
Dear sir, I am from Logic ladder technologies ,We are facing the problem of security certificate for our support portal. Please guide how to proceed for the purchase of security certificate.
Changing new ticket emails in Free edition
Hi gang - I'm trying to change our settings so that certain agents are NOT notified about new tickets, but only are notified when they are assigned to a specific ticket. Is that something we can do in the free edition? I can't seem to find the place to do it. Thanks! -W
Automatic Ticket creation - Every time a mail is sent
I have setup mail forwarding from our support id to Zoho Support. Why is a ticket created every time a mail is sent to my support id?
How to access "My Requests" at https://help.zoho.com/portal/signin#myarea
Hi, When I'm logged in as an agent to Zoho Support I can access help.zoho.com/portal/en/community and raise a support ticket to Zoho by using the dropdown under my account name in the top right. However, my agent login credentials are unrecognized for the customer self service portal at https://help.zoho.com/portal/signin#myarea . So I can't get access to monitor status of my tickets or view all old tickets I have submitted to Zoho for assistance. Can you advise how I obtain login credentials for
Attn. Zoho Support Administrators who have setup Customer Portal
The self-service portal within Zoho Support is meant to provide your customers with access to relevant knowledge when and where they need it most. Very soon, we will be rolling out the following important update to it. Today, as an administrator, you can pick a language for the self-service portal to be displayed to your end customers. Aside from this, your end customers can also select their preferred language under their 'My Preference' section in the self-service portal. We heard from quite a
Don't email for manually created tickets
We have Support setup so that whenever a user emails us, he gets an auto-reply. Then once we close the ticket, the user gets a closure email. Now, once in a while we have clients that call in on the phone and we want to use support to create and close a ticket so that we have trace of the conversation. How then do we prevent two emails from leaving at the same time, ticket creation and ticket closure ? It looks weird to the client...
Add field from other module
Hi Zoho Support Team, I would like to have "TICKETS MODULE PAGE LAYOUT" to show fields from other module ( To show "STREET FIELD" from Contact module ). Is this possible? Purpose : When a customer make a complain through phone, my agent can input their address directly from "Add Tickets" Menu. Looking forward for your reply. Thanks
Emails not being sent
When I create a new request from within the support web portal on behalf of a customer, they do not receive an email to say a request has been created. Also, if someone sends an email to our support email address, it arrives as a request, but the customer doesn't receive a confirmation email. This was previously working as I have many test emails. If I comment or reply to a request, the emails go out fine so it's not an 'email' problem.We have attached a screenshot as error. Can you advise? Thanks
View attachments instead of downloading?
Some of my agents are given a choice between "View" and "Download" when there is an attachment to a ticket/email. But when I'm logged in I only have the choice to "Download". Is there a setting somewhere to change this so I can view my attachments instead?
SLA by Service and request
Hi, I need a report where show SLA by Service and Request, because I need create a KPI based in those fields Example: Service SLAName Days Hour Minutes Changed Password SLA-CP 0 00 30 Create Report SLA-4 4 00 00 Thank you
Can't Find ZOHO SUPPORT APPS in Google Marketplace
Hi Zoho Team, I am unable to find ZOHO SUPPORT apps from google marketplace. Any idea? Thanks. I am refering to https://www.zoho.com/support/help/gapps-integration.html
home page ticket list and default dashboards
Hi, Is it possible to modify the list of tickets and / or the stats that are displayed on the home tab in Zoho support? Also, is it possible for each agent to specify their own default dashboad for their account or is there only a single default dashboard for all? Thanks, Scott
Web-to-Request Forms with attachment
How can I add a attachments field in the web-to-request form for my website to allow attachments?
Is there a way around all or nothing with "Notify All Agents when a new ticket is created" in free version?
We are moving over from ZenDesk and are using the Free version. We have several "agents" on our teamwho don't need to see new tickets; however, we have a group of others who do. We have not been able to figure out a workaround for segregating new ticket notifications. Is there any way for us to direct new ticket notifications, not to all agents, but a single email address (we can handle the distribution outside of Zoho support)?
Grouping Accounts Togther
Hi, Is it possible to create a group of accounts? We want to be able to create a group for our clients who also work with one of our partners. We then want to have any tickets from that group to be assigned to one of our agents directly. Is this possible or is this a workaround for this? Thank you!
The 'Help Links' question mark rollover is not working on my site. Can you help?
Page site is: http://openvault.com/openvault-support-request/ Site is developed in Wordpress WordPress 4.2.2 running Dignity theme. My browser is Safari 8.0.7
Assigning tickets to an agent after business hours
Hi, Is it possible to assign tickets to a specific agent outside our business hours (without associating it to SLA)? I tried setting up an assignment via Setup > Automate > Assign/Route, and then selected 'Created Time' in Criteria, but I am unsure how I can incorporate the business hours. If I select 'between', it asks me to specify a date and time. I can specify the time, but the date is not specific as is it recurring (daily). Can you also confirm what 'CurrentTime' is? Thank you!
what is the agent logon URL?
What is the agent logon URL for my support site? It seems whatever I use it takes me to the customer / user login site and I don't see any way to get to the agent login site. The only device I can use is my laptop since that is the first device I used and it is now saved. My site name is; https://support.zoho.com/support/oviel If I go there, it looks for a user login, not an agent login. thanks, Frank
Continue to get Insufficient Privileges to perform this operation. Contact your Administrator.
If one of our staff adds a comment to a ticket, and uses @thomas or other user to send a email message to another staff member. Once the other staff gets the message and clicks on View they sometime receive the following error: Insufficient Privileges to perform this operation. Contact your Administrator. Is this an issue you have seen before? Can you please advise how we might correct this issue. Thanks, Thomas Pursifull
Customer Happiness on FW emails
Hi Zoho Support Team, In the cenario where the sender of the email to the Zoho support is not the Client (imagine that i've Foward an email from my client to my support team, and in the sender it was me), how can I change the email, to alow that the Customer Happiness goes to the Client and not to me? Thanks,
Web Forms are now simpler than simple
The Website Form continues to be a convenient way for customers to ask for help from a company. It's quintessential and is in high preference even amongst our own customers. Setting up a web form was pretty straightforward already on Zoho Support. But we've made it even simpler and even more intuitive today. Drag & Drop You can simply drag and drop any field you want from a list of both standard and custom fields. It's just as simple to re-order fields on the form as well. Look & Feel Choose various
From Website Inquiry to Support tickets
The contact us form we are using is here: http://www.walkintour.com/#!contact/c24vq When A@abc.com submit a form, an email will be sent to support@walkintour.com, which is linked with Zoho Support. However, the email is from no-reply@xyz.com instead of from A@abc.com. The content of the email mentions A@abc.com sent us a request. Zoho support now thinks no-reply@xyz.com is a person contacting us. How can I configure it properly so that Zoho Support will be smart to know the person asking the question
" Domain is already available.Please try with other Domain."
I have bought a domain. When trying for domain mapping i get error : " Domain is already available.Please try with other Domain." Please assist
Unable to Send and Receive Attachments with Tickets
We are not able to send and/or receive attachments through the system. Is there an easy solution for this? Thanks in advance! Carol Griffeth Senior Manager, Product Support
Workflow rule triggering and executing but ticket not reflecting updates
Hi, We have been using a workflow rule to update the due date and status of tickets on receipt of a client reply. This worked fine for months but recently we are seeing some strange behaviour. According to the ticket history, the rule is triggering and executing as expected but the ticket is not reflecting the updates applied by the rule. This can be seen in the attached screenshot. Note I also used the Support Form to submit a ticket but was not able to add any attachments so raised the issue here
customer reply creates new instance of original ticket
While my company and I are new to Zoho, I am not a stranger to researching issues but I stumbled across an issue that I can’t seem to solve or find an answer to. Scenario: I created two new Status’ called ‘Awaiting Customer’ and ‘On Hold’...I set them up using Zoho’s on-line documentation: https://www.zoho.com/support/help/request-status-management.html I then opened a ticket under my account in Zoho – sent an email to simulate requesting info and set the ticket to ‘Awaiting Customer’ as I would
Delay in Zoho Tickets
Hello Customer Support: We are using you product and lately we have noticed that there is a delay in tickets showing up on Zoho. We receive the email but when we check on Zoho it shows up after a 15 min delay. Please can you have someone look into this for us. We would like to get this resolved as soon as possible as this is causing a delay in supporting our customers in the field. Looking forward to your prompt reply, Regards, RTM Support Team
It takes very long time to see the ticket on Zoho
Hello, Now I can only see tickets related with mails which were sent yesterday. There's a chronic slowdown in Zoho. Does anyone also encounter this? How can we solve this problem? Thank you.
Replay Ticket Sending Failed
Dear Support Team, i'd Email My problem to support@zohosupport.com, about Account ZOHO Support Can't Replay Ticket, Because Error " Sending Failed". we can't send email client, has been off 3 day until now. Please Help Me For Support, ASAP, Thanks
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