emails from unregistered contacts create tickets in the system
Hi, We have Zoho support set up with a support email address that is used to receive and resond to support tickets. However, if ANYONE emails this address, the system will create a support ticket even if the FROM address is not in the system as a contact. The ticket is created without any values for the required fields and is not associated with a valid contact or account. Is there a system setting somewhere to prevent the creation of tickets from email addresses that are not contacts? Or to prevent
Accidentally Deleted Category
While playing around with Support on my first day using it, I created a Category for the Help Center using the name of one of our programs; then I thought it wasn't what I wanted to do and deleted it. Now I realize it WAS what I wanted to do, but now when I try to create a Category with that name, I get the error "Already a category/ section exists in this name. Please change it." How can I fix this so that I can create this Category?
Modifying a pick list field (again)
Hi, I need to modify a pick list field and want to make sure I don't stuff it up. I didn't use the 'replace' capability last time and caused myself some problems. We currently have the following values for the Priority field: critical very important important (default) minor We need to consolidate this picklist to better align it with another internal system we use but I'm not confident of the impact it will have on existing tickets (ideally we want existing tickets to be unaltered by the change).
Deactivate Zoho Support
I wish to use another service instead of Zoho Support but I do not want to close my whole entire account. How can I disable Zoho Support without cancelling my account?
Zoho Support Home Page
Can you customized the Zoho Home Page using different filters on the List View and also can you customized the default Report Chart called - "Last 7 Days Case Requests" ?. Can you make any modifications to this report to show additional information? thanks
dialog widget the x mark is slightly off the close button
I am using dialog UI widget. The x mark in the top right hand corner is is not centered on the button, but is slightly lower right. I am using following libraries: <script src="~/Scripts/jquery-2.1.1.js"></script> <script src="~/Scripts/jquery-ui-1.11.1.js"></script> <script src="~/Scripts/jquery-ui.min-1.11.1.js"></script> <script src="~/Scripts/jquery.tablesorter.js"></script> <script src="~/Scripts/jquery.tablesorter.pager.js"></script> <script src="~/Scripts/jquery.tablesorter.widgets.js"></script>
How to link fields between account and ticket?
I hope this is a quick question. I have added a new field for accounts called 'account standing'. In ZOHO CRM there is a way to map a field to another area of the system. Basically I want the Ticket owner to be able to see the account standing of the account when a new ticket comes in. This can just be a display if they can support or not support the customer. Any help on how this might work or how to link the fields would be great, Thankis
Can you add video to a community post?
Is there an easy way to add a YouTube video into a community post?
Workflow rule check blank field on Close
Is there a way to use a workflow rule to check if a field on a ticket is blank on close. If the field is blank then the case cannot be closed. Thanks
Multiple contracts and contact to product mappings
We sell a SaaS solution, where each contact would have a product associated to them that would determine the SLA support we want to give them. Can we configure this, or do we have to associate the account to a contract, then map the SLA. In short, if you have 3 priority licenses from us, we want to map them to the three users that need them, and hold everyone else to the standard SLA. Ideas?
cname problem
Hi Lawrence, I have created a cname for my domain (support) and I have pointed it to customer4-support.zoho.com as written in the docs. I have then mapped the cname in the Support settings, all according to the docs. However, when I access the cname, which is: support.sardiniatravel.net, it shows only the almost blank page of my server that a new web presence is about to come. When I access Support from my CRM Plus screen, it goes to: https://support.sardiniatravel.net/support/sardiniatravelnet/PortalLogin.sas
can access zoho support portal
i forgot what i did but when i want to access support portal, it's redirected to my website! now i can get back the old settings, or i dont know where to find such settings. please let me know.
Understanding the workflow of CRM and Support
Hi Lawrence, so far, I always had only a ticketing system (Zendesk, Smartertrack or others). Now, with CRM Plus I have a bunch of apps all together. I would like to have your suggestion on how to set up my workflow. Here is my scenario: I am renting vacation houses. So I receive many requests a day. All these requests should go to Zoho Support and become tickets which I will then elaborate. So far so fine... I have also several agencies, partners and collaborators. I would like to have those in
domain mapping question
Hi Lawrence, I want to change the setting so that I can use my own e-mail for Zoho Support. I think that domain mapping is for the whole domain. I just want to map the e-mail to Support. How can I do this? The domain should still work as it is working now. I just want that my customers see my real e-mail (info@mycompany.com) instead of "whatever@mycompany.zohosupport.com" as the mail sender's address and return address. How do I do this? thanks, marc
create online form to get data to Support
Hi, I have this scenario: My clients are filling out an online form for a vacation request. There are several things they have to fill out, such as the date of stay, type of requested accommodation, number of persons, ages and many more. Right now I am using Jotform for my forms. I have rather quite some forms, about 100 different ones (different languages). However, with Jotform I need to use Mandrill, otherwise they are not sent properly to my server. I don't want to use ContactForm7 or others
See new tickets for all departments on one page
Hi, I am new to Zoho and have several questions. Let's start with my first question: I have set up 3 departments for each Language I serve (German, English, Italian). I have also set up automation that tickets sent in one of these languages are filtered automatically to the specific department. However, now when I log in to Support, I see ONLY the tickets of the selected department or the main username. I always have to click on the department (which is next to the company name on top) to see the
Some of my Support tickets arrive in the Spam folder of the receiver
Hi, I have tested the Zoho Support a bit with several different e-mails. Some of the mails/tickets I send with Zoho Support arrive in the Spam folder, for example at my Gmail account. Gmail says the mail is classified as spam mail, but they give no reason WHY. No special text in the mail, just plain writing as I always do. Any idea? Can I solve this? thanks, marc
Zoho Support Permissions?
After making the support site available to non-registered users for review and access... all users are presented with: Submit a ticket: You cannot submit a ticket in this portal Help center: No solution available in this portal Community - No defined information and partially missing branding colors Please advise! Support site: http://support.getcleartouch.com
Change ticket Status once a support agent replies
How to setup a rule to change the ticket status once the support agent replies to awaiting response ?
Reports that total time entry requests
I am trying to create a report from time entry that adds up how much time is spent doing requests each day by support reps
Why is the Home Page View showing different information than when I look at actual ticket status?
I show 73 total tickets created ever in the home view and that only 23 are closed. Just started using this. When I look at the tickets about 200 have been created and 153 have been closed. Why?
Urgents needs to be able to custom portal tabs names!
Hi I have an urgent need of being able to custom Zoho Suport portal tabs names. Because in french everything is miss translate As you can see on our portal https://support.idayit.com/portal/home we have the following problems on tabs 2 and 3: As you may know, in French we put gender on things so Tab 2 - "Mon Tickets" : "Mon" is singular, "Tickets" is plural, so we need to have " Mes Tickets" (I understand that in english "My" works for both sigular and plural but not in french!) Tab 3 - "Soumettre
Desktop Central - Emailed file corrupt for scheduled report from
I've been running a daily report for a few weeks now and it has been working fine. This week I suddenly began getting the error "...the file could be corrupted or unsafe...do you want to open it anyway." I've tried all three formats and I get basically the same error in all of them. I've tried recreating the report, but that didn't make a difference. I've attached a shot of the Excel error. Is there a fix for this issue?
print gets small
I just installed this app and while trying to use it, the printing got smaller and now I can't see it at all. I just don't know where to correct this. help
Template reply interrupted by --show quoted text-- toggle
Hi, One of our reply templates in Zoho support is always "broken" into parts by the --show/hide quoted text-- toggle (see attached screenshot). Why is this showing up (there is no "quoted text" in the template)? Is there any way to prevent this? We are finding that most users either don't notice the very small and pale --show quoted text-- toggle text and think that they are seeing the complete reply when they are in fact only shown about the first 1/4. Thanks, Scott
2-Way Integration with Zoho CRM
I'm just wondering if there is a way to have 2-way integration between Zoho Support and Zoho CRM? I'm trying to determine workflow for our support staff for when they need to change details of a contact or account and if they do this in Zoho Support will they then have to make the same change in ZOHO CRM?
Automated Task Ownership based on schifts schedule
Hey, I am tracking request ownership through zoho support. At the moment a Support agent has to assign a ticket to himself and then he becomes the owner of the request. I was wondering wether it could be possible to assign the request based on a shift-schedule that would be integrated in Zoho? Eg. John works during shift 1 on wednesday, but shift 3 on fridays. So when a request is made, Zoho knows his shifts and sends a notification to John and assign the task to him. But for the other shifts Zoho
Introducing Happiness Ratings for Live Chat
In order to standardise the basis of measurements, over the next few weeks, we'll be rolling out a uniform Happiness Ratings experience across the entire gamut of channels currently handled within Zoho Support. As a first step towards that, we've taken away the 'star-based' rating system in place for live chat. And we've replaced it with the convenient Happiness Rating experience that you'll be familiar with already. We have also removed the following options that were previously available within
Web form isn't working
Hello, I've generated a web form for my website to submit tickets from. But the tickets are not showing up on zoho. I know that the form is being submitted because it returns me back to the correct returnURL (specified in the web form property), but still nothing is showing up in zoho. Am I missing something? Can anyone help? Thanks
help
how to recover my gmail files
error 5004 in opmanager
Hi, How can I Fix error 5004 (Operation blocked in central server ) in opmanager cantral 11 ? please help me today. Thanks
Portal customization and branding for customer facing page
I have a internal request in my organization to remove any branding that our customers will see that have "Zoho Support" displayed to our customers from the customer portal. I have checked the Portal Customizer and looked at the HTML code, but i don't see where that might reside. Is there a place to remove branding such as this from the site: Or can we change it to state something different so it's branded to our company and not Zoho?
Password Reset Issue
Attempting to recover the password for one of my customers accounts using the lost password feature, they are using an AOL email as there backup, when using the forgot Password option no email arrives in there AOL account. I tried this with my own account and it appears to work fine, so it seams to be something to do with the fact they are using an AOL address as there reset email. Any help would be much appreciated.
Problem while starting server system halted
Hello, Kindly find below the error I experience when starting Desktop Central Server. Please assist
Why does updating Assigned To and Status not require an explicit Save?
Setting the Assigned To or Status fields results in an immediate update to the ticket but changing other fields requires clicking the Save button to update the ticket. Why the difference? I find this confusing as there is no indication that changing these fields results in an immediate update to the ticket. If you have Zoho set up to notify agents when a ticket is assigned, you may make a mistake or change your mind when setting the Assigned To field but the ticket update and notification are immediate.
Can't add matrix report to dashboard
Hi, I'm trying to add a matrix report to a dashboard but it's showing this error. The thing is, grouping is enabled (see screenshot below). Any suggestions?
SPAM tickets
Hello Support Team, We have added some rules to assign/route the tickets automatically to concerned people at the time of ticket creation. But now we are facing an issue, some tickets are automatically goes to SPAM folder and the rules added are not applying to those tickets. It would be great if you could tell us how can we prevent the tickets from going to spam folder. Thanks in advance.
Forward/Replies
Hi Is there a way to stop the email trail from indenting when replying or forwarding? cheers Emma
email reply to a ticket not assigned
Hi, i am testing zoho support professional, i would like to solve the following issue: - user1 create ticket, i assign it to agent1. Then if user1 and agent1 reply to each other by email, it stay in same ticket - user1 create ticket, i dont assign it. Then if user1, agent1 an2 agent2 reply to each other by email, it open always new tickets. I would like to keep it into same ticket. thx
Is the support working???
Hi all, My company is using Zoho Support over 2 years. In the last months the tickets opened - reporting problems - are left without answers/solution for a long time. 5226116 - 25/9 3731361 - 12/3 3990780 - 4/4 Is there any problem with your team? I didn't find any other place to complain. Apologize if I am using the wrong forum: send me the right channel to do it. Best Regards, Paulo Palmerio
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