Agents in different department not receiving interdepartment tickets
I have one department sending tickets to another department, but the the receiving department isn't receiving anything
Deleting customer portal users
I need to remove someone from the Customer Portal because I need to make her an agent in Support. But I can't delete her. Please help!! This NEEDS to be done.
Lock Display Preferences in Web Interface
I want the Display Preferences to always: - Sort by "Due Date" - "Records per page" set to 50 and to have it sort ascending. This way, I can create a filter that shows the tickets that are due today first and hides everything else. Quite a lot of times, the "sort by" changes to something else and I find a always have to set it anew. Is there any way to lock it?
Can't use "To Address" in the assignment rules
Can someone help me with the Ticket Assignment Rules? I m entering a rule that will use the To address and it does not seems to work. I use "contains" or "is" but they do not do the job. Are there any limitation I need to know about it? What exactly is the To Address? not the Address in the "to:" inside the ticket?
Create Ticket on an Account in Zoho CRM
Why is it not possible to create a ticket against an "Account" in Zoho CRM? It seems it has to be a "Contact" This doesn't make sense, as f.ex I want to create a ticket against a Company, not a contact person. Is there a setting to enable this or is this a design flaw/feature?
Why does zoho cc the system email address when responding to tickets?
Hi guys, We're wondering why Zoho CC's the system email address when responding to email tickets? It even mentions this in the help guides but doesn't explain why. What is the point of this? It looks strange on the email to see the address cc'd. Is this necessary? How can we remove it? Thanks.
Emails never arrive as tickets
Hi I am trying to setup my Zoho Support but it emails sent to my zoho support email never arrive as tickets. I am using the default domain Zoho provides for testing purposes xxxxx@xxxx.zohosupport.com. I hope you can help me. David
Delay in receiving tickets in ZOHO forwarded from our support email
It's been over an hour since customers have sent us emails. No tickets being created in support. My team informed me last week this happened to them. Are you still having issues with your email server?
Single view of all support departments
Hi, We have a few departments however there is no way to know what is going on within your departments unless you actually click on them. Is there no single view where I can see all my tickets from the different departments? It is very frustrating to click through each department each time I want to check if there are new tickets. Thanks and regards.
How do I clear sender ID - SMS
Trying to set up SMS with Clickatell. Every message fails due to an incorrect Sender ID. Have tried clearing old settings. Does not work.
Ticket views to include records more than 30 days old?
How do I get my ticket views to include records more than 30 days old?
Delay in receiving tickets in ZOHO forwarded from our support email
Hi, We are having issues from this morning. We are receiving help tickets to our organizational email but some reason it is not being forwarded to the ZOHO support email address. Only one email got through and it created a ticket but rest nothing. We would be truly grateful for your help/suggestion. TIS Support Team
How do i for configure my old e-mail, for receive e-mails in to ZOHO ?
How do i for configure my old e-mail, for receive e-mails in to ZOHO ? Today i have one account @zohosupport.com, and my another account is @presence.com.br.
"standard department responsible "
How to define a "standard department responsible " in ticket opening the customer portal ?
Export ticket contents
Hello, Is it possible to export the contents (e.g. original customer email and reply) from ZoHo Support? When I use the export function is shows a column named description. This column is empty. Kind regards, Bas van Pelt
App fro Zoho Support
Any please of making an app for Zoho support so we can chat with users directly from our help desk? Kind Regards, Kim Dir. of Communications/Office&Product Manager/Customer Account Manager @Jacob's Sales & Tech Store
Changes to Task Notifications
Earlier, while creating a task, it was possible to choose to notify the assignee or not. But, a consolidated overall setting seemed to make more sense practically and seemed far more convenient. In a recent update, we've moved that setting to within the Setup screen. Now, you can choose to notify assignees or not from a single option once and Zoho Support automatically remembers that option everywhere else. The notification will not be sent when the task owner is the user who created or updated
Adding new accounts
Is anyone else having troubles adding a new account?
Unable to see all tickets issued to a user
When My account was setup it had a different email address. When we changed the email address to the correct one, I can not see some of my requests. When I query them and try to open them it gives me an error saying that I am not Authorised to look at the ticket. What do I need to do to fix this problem? Also under "My Information" there is a cross next to Active. How do we fix this as well?
Customizable Forum Status's
We want to be able to customize our forum status's and then mark them with our own status this way our customers can see what's happening and view it as well Reply soon Regards, Kim
Planned Status in the Idea forums
Do you plan to add the planned status to the idea forums for customers to use? Regards, Kim
Suspending Users
Hello, How do we suspend a user account? Does it have to be active? Also, How do we ban someone from using our forums? Regards, Kim
On the free plan for the zoho support help desk
Is forums support given to free plan users from your team to free zoho support customers. Reply soon Regards, Kim
Need help setting up Contact acknowledgement when a new ticket is received.
I have the automate option set to reply to a contact when a new ticket is received. But it never seems to actually send an email conformation to the contact.
Contacts are not receiving an email when a new ticket is recieved. Need Help
When I select the "Acknowledge Contact when a new ticket is received" option it does not send an email to the contacts. It will send an email if the ticket is closed but not when the ticket is received. I could use some help sorting this issue out.
IF we are on the free plan can we change our domain from support.zoho.com?
Is there a way for free plan users to switch their domain from support.zoho.com/your company to yourcompany.zoho.com? Reply soon! Regards, Kim Office & Product Manager @ Jacob's Sales & Tech Store
Where to get a tutorial or training Zoho Support in São Paulo - Brazil ?
I need to know Zoho Suport to configure and subtilize .
Merging Duplicate Customers
When you merge duplicate customers, do the case requests get merged to one customer?
Files download with the wrong extension
Downloading a .docx gives me a .dot, downloading a zip gives me a .html. For example. Excel also fails.
get records api criteria possible
i Hi Its possible to fetch the Particular contacts through Api for ex https://support.zoho.com/api/xml/requests/getrecords? authtoken=AUTHTOKEN &portal=demosupport&department=General &Email=senthil@gmail.com Thanks Satya NHM
Auto populate fields from the customer tab to the case request tab when a new request is created
Auto populate fields from the customer tab to the case request tab when a new request is created. Customer Tab Fields to Case Request Tab Fields when case is created Example: Customer - auto populate fields in the new case Engineer - auto populate fields in the new case Tier Level - auto populate fields in the new case
Charts Added To Scheduled Excel Reports
Can Zoho Support a scheduled report with the excel spreadsheet detail plus a chart or just the spreadsheet?
Ticket details display issue
Hi, We have noticed using Zoho Support that sometimes tickets are displayed with incorrect or missing details. In the attached screenshot open_status_missing_fields, notice that the status field displays open (the internal status mapping) instead of the actual field value and that the additional ticket fields are not displayed at all. After refreshing the browser (attached screenshot after_refresh) the status field displays the correct value and the additional ticket fields are displayed. This is
Can not upload images for Zoho support tickets
Hello, We are trying to submit a support ticket at https://help.zoho.com/portal/newticket and today and last week can not upload images at all. Today we are trying to upload image size 116 kb.
Send Email Alerts to Email IDs stored in custom fields
Hi, We are trying to create a workflow where a custom email notification is sent out to email IDs that are stored in a custom field in tickets. However the options that we currently have do not allow us to do so. Do you have any suggestions. E.g. In tickets module we have a custom field as "RA-Manager-Email". Whenever there is a ticket created with some value in this field, say, abc@gmail.com; we want to send a notification to abc@gmail.com saying you have been mentioned as a manager in the ticket.
I can`t response mails
When try to response a mail from a case the application says "fail sendind" we need help! Thanks!
No option to view email settings in Support
When I log into support and look at setup, the email option under channels is not available. The icon appears, but it is not linked (clickable). I also have tried sending email to what should be the default address (support@inforailway.zohosupport.com), but that email bounces back. How do I activate and configure my email channel?
Adding Support Tab to Facebook
In mailchimp, right in the settings, I can integrate mailchimp with our company Facebook page and have a tab appear on our Facebook compnay page called Newsletter that when someone clicks on it, right in Facebook it displays our mailchimp newsletter signup form. Is there a way to integrate our zoho support the same way, that we can create a Support tab on our company Facebook page and when it's clicked it displays our "create a new support ticket" form our customer can find on our support portal
Need to change Super Admin login information !!!
How do I change who is the super admin? I don't have the password for this account to log in under the current Super Admin account. I am the owner and should have been the primary, when set up it was not handled correctly.
Multiple Users
We are still getting a feel for Zoho Support, and we're a bit a confused about Agents/Users and different subscription levels. As I read it, every Agent/User we set up to use Zoho Support would require a full subscription at whatever level our subscription is at. So if we want our receptionist to be able to create Tickets for incoming phone calls/emails (which would be all she would need to do), we would have to be listed as an Agent, and pay the subscription cost for her as an additional Agent.
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