Disable portal use, contacts or accounts
Hi, Is there anyway to disable or deactivate either portal use for a contact, the actual contact or an entire account? We need to be able to disable system access for accounts for things like overdue support payments but don't want to delete the accounts / contacts as they will likely be brought back online in future and we still want to keep the tickets in the system for historical reporting. Can you advise how I can achieve this? Thanks, Scott
Best practice setup for support
So we are evaluating Zoho Support (& CRM) and think we have come up against an issue which we cannot see a workaround. Our tickets are submitted by customers on the customer portal most of the time, then investigated by a front line support employee (which may involve more input from the customer) and if required passed to a developer with details on how to replicate the issue using the comments box. The developer then fixes the issue and updates the ticket with comments (not visible on the portal).
What is the purpose of the Zoho Support Facebook app?
I found Zoho Support had appeared as my Facebook apps and it also had made a tab for my profile and for each my Facebook page. What is the purpose of the Facebook app?
Security certificate
Hi. We are having a message saying that "This server could not prove that it is support.OUR-DOMAIN.com ; Its security certificate is from admin.footprintseducation.in . This may be caused by a misconfiguration or an attacker intercepting your connection. Error message below says: NET::ERR_CERT_COMMON_NAME_INVALID Does anyone have any idea if this is something threatening? Our domain is not footprintseducation!
Application Manager - No alerts as mentioned in RCA reported by Manage Engine
I get below message from ME App Mgr as root cause. Root Cause : 1. Processor 1 CPU 1 0: IERR - Assert --> 2. Group 4 One of CPUs 0: IERR - Assert --> 3. Group 4 All CPUs 0: IERR - Assert --> Please help me understand why this is coming up as I couldn't find any alerts on my VMware servers.
sorting requests by priority
When you sort requests by priority, either on the requests tab or within a report, it sorts by the priority text in alphabetic order: requests with no priority high low medium I.e. you see your low priority requests before your medium priority ones, which is ridiculous.
Zoho Support Mobile and/or Android App
Will you add ZOHO Support to the mobile portal and create an Android App? Jorge
Cant add agent because he was added as a user
I added one of guys on as a user to test the customer portal. Now I cant add him as an agent because " Zoho Support ID already exists. Please use a different Zoho Support ID." I also cant delete him because he was added as portal user. I tried calling you support number and was told support is unavailable. This is not acceptable.
Filter's not working - Critical or High
Hi: Sometimes I only want to see my critical tickets or high priority. Thankfully there is a pre-defined custom filter for just such a search. If I view all tickets - I can see various priorities from normal to High and Critical. These tickets are not closed. Ok, so now I want just to see the critical tickets - click on your predefined search - and nothing - message says No tickets found in last 3 months. Click to view all tickets. Guess what, When I click to view all tickets it tells me: No tickets
duda sobre zoho support
buenas tardes cree un portal en zoho support con una cuenta x, con esa misma cuenta estoy pagando, quiero saber si hay algún problema si elimino esa cuenta y dejo a otro admin en su lugar?
duda de flujo de trabajo
como puedo hacer un flujo de trabajo que notifica a un usuario cuando una solicitud lleva mas de 3 días sin resolverse?
Email Channel Formatting
There are a few things I really don't like the way the email client works: 1. It forces me to top post. It includes the previous message in the reply below my response, and if I edit the reply so that there's a short version of the question at the top with my response below it, then it collapses my response into the "quoted replies" when I look back over it, which is irritating. Is there anything I can do about this? 2. Other people's lengthy email signatures get included in all the support tickets,
Due this week - Custom filter
Hi: I am new to Zoho Support but I don't see this question as having been asked. How do I create a custom filter to view my tickets due during the coming week. We are a small outfit and trying to clear through some older tickets - but in the meantime new and more critical tickets may have been created, so at the beginning of the day having this filter available would be hugely helpful. Thanks and I look forward to your response. Jill
Unable to see data in Zoho CRM that was inputted in Zoho Support
I have purchased Zoho CRM and Zoho Support. I have used the ZSC key under Zoho CRM settings (Zoho Apps/Zoho Support) and have added the correct portal and the only one (realtechsolutions). I am able to go over to Zoho Support site and added tickets into Accounts that I recognize from the Zoho CRM side. However when I go back to that same account in the Zoho CRM there is nothing under support tickets. What am I doing wrong?
No ability to track time entry for tickets.
I am having a very difficult time with reporting on time entry for our engineers. I do not see any way to report on the total time spent per engineer per day. I also need to pull time spent per account. I have created new reports from the time entry module, but there is no option to choose the total time from the tickets. What am I doing wrong? Can someone please provide a step by step guide and not just a general direction of: "Create a report in time entry to fix this?" Your help is greatly appreciated.
Merging Accounts with Cases
I just need a confirmation... I would like to merge two accounts in Zoho support but I'm afraid I'm gonna lose all the cases associated with the account that will be merged to the master record. Are the cases (from the duplicate record) gonna be added to the list of cases in the would-be master record? Or they'll be lost/deleted? Thanks!
Happiness rating opens again the ticket
Hello, we have the follow problem/bugs?: when we close a ticket, the customer receive the "happiness rating". When the customer rates his satisfaction, we receive the face happy/unhappy, but the ticket is open again. So we close the ticket, and the customer receive again the email for satisfaction rating..... What is that is not working?
Support Web Forms without First and Last name?
Is it possible to create custom Web Forms in Zoho Support designed for registered users only without the first and last name fields? These fields are currently required. Also is there an option to require users to fill in custom fields created in the Support Portal when users are filling out the web form. Thank you,
Zoho Support and Zoho CRM dashboards on a TV
Hello, I am looking for a solution to display dashboard information for Zoho Support and Zoho CRM running full screen on a wall mounted TV in the office. Since Zoho CRM works with Zoho Reports, the CRM side is feasible, by embedding the reports into a website which auto-refreshes. My question is if there is a way to something similar for Zoho Support, since the Zoho Reports module is not integrated? Also, does anyone know if there are any third party solutions (like Cyfe) that work with both Support
Auto Assign After Hours Tickets
I need to assign tickets after 5 pm and before 7 am to our after hours support. It doesn't appear workflows can do this? This is a show-stopper.
Custom URL (video attached)
Dears, I've created a custom URL for my website for my employees to log into Zoho mail, and it is working very fine over any PC as i followed the instructions here in the forum. the URL is mail.armenfirman.com my problem is, whenever someone open that link over any iPad, iPhone or and mobile device, the custom link opens my logo for a second then it redirect to zoho logo immediately. I've attached a video taken from my iPad to what is happening, and i hope to find a solution here. Watch the video
Webforms not working
I made a webform through Zoho support in the page http://www.rossatogroup.com/assistenza but it doesn't work. I get a blank page back: https://assistenza.rossatogroup.com/support/WebToCase I tried with several tester websites, such as http://www.play-hookey.com/htmltest/: pasting the code in it, I get the right landing page back, but nothing happens in Zoho support and data don't enter the database of Zoho support. Can you please check and let me know asap?
Ticket Order
Is there any way to put tickets in a specific order to be completed? I want to put the tickets in the order to be worked on 1,2,3,4........etc Luis
Ticket View / List
Hi, Is it possible for an agent to set their default ticket view to a custom view? Is it possible to change or add to the data that is displayed in the ticket view list? Thanks, Scott
--show quoted text-- - too small
Some of our Support Reps are missing vital information in requests from our customers because the --show quoted text-- is too small and hard to see. Would you consider changing the colour of the text or making it bigger. See screenshot below
ZOHO SUPPORT HOME PAGE
CAN WE CUSTOMIZE ZOHO SUPPORT HOME PAGE? FOR INSTANCE - ADDING HE TASKS OVERDUE? THANKS SHOKO
Status duration
Hi, I defined few statuses (New, Analysis, Pending customer, R&D...), is it possible to retrieve the duration of each status. I know that the history tab contains timestamp of each change but I would like to get it automatically in a report. BR, Alex
Dates in exported CSV file vary in format
When I generate a simple custom report and view it in Zoho Support, the dates show in the format of dd/mm/yyyy hh:mm AM. But when I export in CSV format, I get a mixture of date formats as shown in the included screenshot. This makes it impossible to import the data into Zoho Reports, which I am trying out. Is there some setting I may be missing or something else I may be doing incorrectly?
Attn. Zoho Support Users who have configured their Gmail accounts for POP Fetch
If you have configured your Gmail account for POP fetch in Zoho Support, then this is for you. We have recently added two more IP addresses to our Zoho mail servers: 74.201.84.157 and 74.201.84.158. When Zoho Support tries to retrieve your mails via POP using these new IP addresses, 1) You may receive an alert mail in your inbox. OR 2) You may get a warning message from Google informing you about a suspicious attempt to sign in to your account. (Refer this forum post.) No worries! You just
unable to signin via remote authentication when using an aspx page
Dear community, I have transformed the signin.jsp (https://www.zoho.com/support/help/images/signin.jsp) into an .aspx file. Unfortunately I did not manage to get to my requests because I receive the following error message: {"result":"failure","cause":"E105 - Request Delayed"} Did any of you experienced this? and Did you found a way to solve the problem? Thanks in advance. Regards, Laci P.S. Looking at other related posts I saw that people had doubts if they used the right way of computing the md5
Creating a second edition for a separate Website
We have an existing account and now wish to create a second version for our new website. Can we do that under our existing account or do we need to create a new account?
Customer Portal Ticket Customization
I'm trying to setup the ticket information in the customer portal and had a couple questions. How do I customize what fields are available in the customer portal when the customer is submitting a ticket. For Example: Account Name If I can edit this template can I associate contacts with multiple accounts and only those accounts show up in the drop down? Or are all the accounts in that department going to show up?
Please check urgent
Hi there
Please check urgent
Hi there
Please check Urgent!!!!!!!
Hi there Please check I sent 20 emails and no one solves
Using "To Address" for assignment rule
I have tried everything to use "To Address" field to auto assign a ticket to a department and neither "contains", "is" nor "starts with" seem to work. What am I doing wrong? My rule is: If To Address is product_feedback[at]logmycalls.com assign to Product Feedback department
"You cannot submit ticket in this portal."
We are currently setting up our customer portal, we have tried different variations of permissions, but when customers go to the customer portal they see this message: You cannot submit ticket in this portal. I have searched the online documents and forums and cannot figure out what we are missing. Are we missing something obvious? Thank you for your help.
Problem with Routes
Hi, I need some help with creating routes. I just create some 'Routes' to forward my tickets solicitations to the respective departments. But it is not working properly. All my tickets are still going to the same Departments. Is that a restriction of Enterprise Trial edition? best regards, Ana
Email Template Variable Name
Can anyone please tell me what the email template variable name is for Classifications. ${Cases.Classifications} does not work.
Company Logo on Portal
Hello I can not attach my company logo on the website , I tried png , jpeg and gif but it does not work , already checked size and still does not work . tks Igor Ferreira SysQuali
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