Telephony app for Free users
Free users should be allowed to integrate an outside app in zoho to take calls in their help desks. We use Skype for customer calls and its good! Zoho support should get a Skype App. Regards, Kim
Sales IQ App for Zoho Support
We should be able to use the Sales ID option and chat with visitors within our help desk without having to load or use another tab for the chat dashboard. Reply soon Regards, Kim
Is it possible to obtain contact address on support tickets?
I currently have a (new) paid subscription to Zoho CRM & Support. I have imported my customer data into the CRM and connected the two. This works perfectly. However, we are evaluating this as an option to replace our current ticketing system which is Autotask. Autotask lets us obtain an address for a contact when creating a ticket. Is it possible to obtain an address - that will feed through to the CRM - for a contact when creating a ticket? I know I can add a custom field, but this is quite useless
Creating Signatures for Replies in the Forums
We want to be able to create a signature for our agents so they do not have to keep typing our their info for each reply, This will save us time and the customers time. Hope this helps Zoho Support. Regards, Kim Customer Support Manager @ Jacob's Sales & Tech Store eBay & Amazon.com Seller
Google Analytics Not Working
Hi Support No data is appearing in my Google Analytics account even though the correct tracking ID has been added. Any ideas? Many thanks
Assign/Route rule fails to execute
I am trying to build a workflow in Zoho Support utilizing Request Assignment Rule (see screenshot below.) The rule is supposed to execute upon record creation. However, it is not triggered when a new matching request is added to the system by Zoho Creator function call. What could go wrong here?
Notification rule fails to execute
There seem to be a problem with triggering automation rules in Zoho Support when a request is added by Zoho Creator via a function call. I would like to enable all agent notification rules (see screenshot below.) They work when a request is created manually via Zoho Support interface. However, the rule "Notify All Agents when a new request is created" is not triggered when a new request is added to the system by Zoho Creator. Please fix it as soon as possible!
eliminate Twitter connection error message
Hi, I've recently started getting an error about connecting to Twitter everytime I go into Zoho Support. We've never used Twitter and don't even have an account. How can I stop this error message (see attached) from showing up? Thanks, Scott
Email forward delivery failure with file attachment.
Dear Zoho Support, I just noticed that this email is not getting in the system: This email had a .mp4 file attached it was around 19 megabytes. Delivery to the following recipient failed permanently: videos@progressivedentalmarketing.zohosupport.com Technical details of permanent failure: Google tried to deliver your message, but it was rejected by the server for the recipient domain progressivedentalmarketing.zohosupport.com by mx.zohomail.com. [74.201.154.201]. The error that the other server
Sending failed
We're currently having problems just responding to tickets, whereby when you click to send it says sending failed at the top. Then when you re-open the ticket I've found it's submitted my response but only half of it. Please help. Thanks, Richard
License check failed. Contact Zoho Support
sh run.sh ./../classes/:./../lib/ZohoTeleAdapter.jar:./../lib/HTTPClient.jar:./../lib/AdvWmsCommon.jar:./../lib/AdvWmsServerCommon.jar:./../lib/json.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar =============================================================================== . . REMOTE_HOME: ./.. . JAVA: /usr/bin/java . JAVA_OPTS: -Dadapter.home=./.. -Djava.util.logging.config.file=../conf/logging.properties . CLASSPATH: ./../classes/:./../lib/ZohoTeleAdapter.jar:./../lib/HTTPClient.jar:./../lib/AdvWmsCommon.jar:./../lib/AdvWmsServerCommon.jar:./../lib/json.jar:./../teleadapters/elastix16/lib/ZTIElastix16Impl.jar:./../teleadapters/elastix16/lib/asterisk-java-1.0.0.M3.jar
My template blew up in the middle of designing it.
I was building a template for requests and had done quite a bit of work on it saving it after each change I made and it suddenly popped up with lost connection to server message and when I went back to the template all the design work was gone. All the fields are off to the right side but the text in the body and everything are gone. Has anyone had this happen to them? Does anyone know how to recover the template? At my previous job I brought SDP onboard but on an internal server. This is my first
Changes to Social Media Settings
A key change in Facebook's API effectively restricts us from pulling Wall Posts on Facebook Profiles into Zoho Support. Page posts will continue to work fine. Also, going forward you cannot search for posts(both public and network) in your Facebook account. As a result of this change (amongst a few others), we've had to do some changes to the way we handle social media profiles under the hood. Administrators will have to re-authenticate Facebook and Twitter accounts once again from within Zoho
Is it possible to rearrange the CRM Contact data for the ticket view.
Currently, we have the Support linked to the CRM. There is data in the CRM account that our staff use for their work right now it all links but they have to scroll down can click on more information to get to the Website data they need. Is it possible to change the order of the CRM data being displayed? Here is some screenshots to help you know what I'm talking about. An here is the data at the bottom I would love to move more toward the top of the page for the staff members: Is this possible with
Duplicate users for customer portal and contacts
Hi, We are trying to setup the customer portal so that when users register they have to enter in their name, email address, organisation and phone number, however the form only asks for their name and email address. In addition to this, it creates a new user which is separate to the contacts listed in the all contacts section. I'd like it so we only have one contact per person and not duplicates. I've noticed there is an option for merging contacts, however it's not feasible to find contacts where
Exclude new ticket email notification based on email address.
Is it possible of have a list of email address that I can attach to a department or other option, So that I can turn on the auto-notification email of a new ticket base on the address? Right, now I just implemented Zoho Support for my company progressivedentalmarketing.com I have a new department called Domains - Email. I turned off the email notification due to the fact that we get tons of emails from email address like no-repy@domains.com or other. However, my understanding is that if the auto-notifier
Sending failed error on reply to ticket
I'm receiving Sending failed error on reply to ticket and i'm receiving too much auto generated tickets from cyberelectronics on every 5 mins
Setting up Forums
Hello, I'm setting up the community forums and was wanting to know if we can remove some of the forum types - we'd like to implement "Ideas" and "Announcements" but not show "Problems" or "Questions". Is this possible?
Making a Pick-list field mandatory
Can you make the pick-list field mandatory? There is a default status, which means it's not blank. I would prefer to have the default state to be blank and give an error if the help agent forgets to classify it.
User login record
Hi, Is it possible to get user login record of all our support reps defined in the system?
Custom Forum Statuses
Hi There, We should be able to customize our own forum statues. This way we can add whatever status we want. In some cases the maybe later status should be planned. And we should be able to add additional ones as well. We really need this and hope its done soon! Regards, Kim Support Manager @ Jacob's Sales & Tech Store eBay & Amazon.com Seller
Support having problems displaying comments from Bug Tracker
Some characters don't come through correctly. Also: no photo; not a "big deal" but weird.
Able to Add Customers As Forum Moderators
We have some customers that we trust and these customers have supported us from the beginning and we want to make them a community moderator. Who is this possible? Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Modifying the picklist field Priority with another name
Can you modify/change the picklist field name from "Priority" to something else? If not, can make the request to have that capability? To change names, hide in layout, etc.
Placing a chat widget on portal with Free Plan
Free Plan users should be able to place an external chat widget on their portal regardless if they have the chat feature or not on their plan. Please look into this and reply soon Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Ticket opened by e-mail
Dears, Is it possible to avoid customers receive the replay thru e-mail? I mean, I would like to "force" customers to use web customer portal instead of re-open a ticket thru e-mail (even though it has been opened via e-mail for the first time). Customers always would receive a notification when a ticket was replied with a link to access customer portal. Thank you in advance for your support. Regards, Sidney
Help Desk Automation - Assign Tickets to Agents Automatically
We want to see a feature on the free plan to automatically assign tickets to specific agents. Hope this helps! Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Enable chat error
Getting this error when trying to enable Chat. "You must display atleast one department in customer portal before your enable chat." There are six departments enabled. This is a bug. What is the solution?
Allow Customers to close their own accounts
Hi there, We have had a suggestion come to us that customers that are in our portal would like to close the accounts their self from their end. Is this possible? Regards, Kim Support Manager @ Jacob's Sales & Tech Store
Customer is not able to sign in
Hi, Earlier customer was able to login into support portal, Now he forgot the password and when he is putting his email id so it says email doesn't exit into the system. From admin panel, I am not able to delete the customer from customer portal and not able to re-invite him. How he can access the portal again? Regards, Manish
Interact with a ticket by e-mail - Zoho Support
Is it possible to interact to a ticket sending an e-mail? I know that it is possible to open a ticket, by sending an e-mail to xxx@zohosupport.com. But how can a client interact with a ticket only by answering the e-mail? Best regards Giuliano
delete users, impact on billing
hi, i have 6 agents on support, i want to delete one to reduce my bill. is it possible?
What is the definition of an Agent ?
We are a subscriber for Zoho Mail and is interested in the Zoho Support feature. May I know what is the definition of an agent ? In our company we have 1 helpdesk person and 4 technicians. All communication with the customer is done by the helpdesk person. When a support request is received, the helpdesk person need to assign to anyone of the 4 technicians. When the task is done, our technician will email to our helpdesk person on the status. How many agents subscription do I need ?
Adding an option for customer feedback in Free plan within the help desk
We should be able to get at least simple feedback with or from customers on the free plan. Just makes sense Regards, Kim
Business Hours On Free Plan
Business hours should be available on the free plan to go with our SLA default. Kind Regards, Kim Dir. of Communications/Office&Product Manager/Customer Account Manager @Jacob's Sales & Tech Store
How to set a field to be displayed in the Customer ticket query portal?
In the field of registration is scheduled to be presented , but the same does not appear.
Consult: Customized Reporting in ServiceDesk Plus
Hello Help me please to design a report in ServiceDesk Plus that shows the different states that the requirements have managed over a period of time, such as Open, On Hold, Resolved, Closed. Greetings and thanks, Vir
Not getting the emails as tickets
Dear good afternoon , We are not getting the emails as tickets in our system " zoho support" . We have this problem all day . Our website : https://suporte.2aliancas.com.br Regards
how to automatically marge identical cases?
I get multiple cases if someone send mail to two of my agents. How can I identify and marge this cases to one case?
Connecting mail and Zoho support system without forwarding
Hello, We're looking for an option to transfer the mails in our support mail account as tickets but we don't want to forward automatically. Can we configure the IMAP setting of the mail we use for support? Thanks
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