Delete comment in Accounts module
Why can I not delete a comment from the Accounts module?
Emails not being sent
Hi 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. Can you advise? Many thanks
Invite Customer Portal users - email not sent
We're planning to go live with our Customer Portal soon. The system lets us invite a Portal user and you can see the invitation in the SetUp - Customer Portal page. No email get sent (or at least, received) by the invitee though. Similarly, if we send the Portal link to a new User, they can sign up ok. They get a notification that an email will be sent to complete the process but nothing is received. Where can I check the parameters for these system generated emails?
Escalation Queue
Hi There, Here is a business difficulty that I have and was wondering if Zoho has a solution that will help me resolve it: I am currently using Zoho Support Module for addressing service requests. I have some instances that need to be addressed on a priority because either the customer is an important customer or it is an escalated case. Internally I have a separate team working on these cases. I wanted to know if I can have a Escalation Management Queue in Zoho that will allow me to see the following:
Changes to Article Organization in Help Center aka Solutions
In a bid to improve the way articles are organized, we're considering the following change to the Help Center (previously called Solutions). We propose to make it mandatory for articles to be in the lowest point of organization. Q. I already have articles tied directly to a category and add a section under it now. What happens? The section becomes the lowest point of organization. So, we'll ask you to move direct articles (currently tied to the category) into a new section. Q. What happens if
ZOHO Support API not returning all fields
I am using ZOHO Support API for one of our clients. When i use 'getrecords' function all fields are not returned! I tried with selectfields and without it, both returning same values/fields. I am not getting Description of Requests. Role is CEO. Few more questions- If a customer Support reply for a Request, can i get reply also using above function? addrecords function is not returning Request id. How can i get it?
Now Requests Retain their Statuses even after Customer Response
There are quite a few situations where you'll want a ticket to stick to its current status, even after a customer has responded again on the ticket Consider the example of an email rebate offer. Customers purchase from you and later email you with rebate information. A customer service agent acknowledges the ticket and marks its status to 'Rebate'. A dedicated rebate manager then verifies the information and initiates the rebate/refund. You have a custom view built for this 'Rebate' status. You
Lost images in posted requests
Hello Support. It seems I've lost all my pictures in all of my reported requests by my customers. All I can see is a placeholder for the image, but not the image itself. Please help me get them back. Thanks in advance Jonas Blom Delacroy PS : You can check request ID : 1214 for an example of how this looks to me.
Help! Chat has been non-operational for 3 days
I think there are multiple issues going on here. When I go to the Support for Zoho Support, it says I do not have an account. I cannot look at my existing tickets, nor can I retrieve a password. I cannot find a place to create a Zoho Support Support account. Our chat has been unoperational for 3 days. When we click chat in our agent console, the error message in the screenshot attached appears. I've send support requests to Zoho Support (but I can't confirm they have been received) and I have
Merge records after simple search
Hi, Merging requests is a big issue for us. The need to do an advanced search to be able to merge records is a real slow down in the daily work. So, I propose that the requests listed after a simple search be available to merge.
Merge search results
I would really like to see more options in the search results page. Specifically, I would like to have a select box and the option to Update, Close, Delete, Assign, Merge from the Search Results screen. Really I am just looking for the ability to merge from the results page. I find myself wanting this at least weekly. How do I go about getting that implemented
Solutions / Departments relationship
Are solutions in Zoho only linked to a single department. I was under the impression solutions were global and not isolated to departments. So, if this is the case, is there any way to share solutions between departments or is that only a 1 to 1 relationship. We were using Solutions as our Knowledgebase within Zoho support, however, the Dept separation is going to be an issue. If not possible, we'll look at some other options for the KB information, specifically the Zoho Wiki service. Thanks for
How do I create fields in sections under Layout Customization?
The option is available to create new sections, but I can't find the option to create new fields. This would be incredibly helpful. Thanks in advance for any help!
(HELP) I lost my two factor authentification
Few days ago I tried the two factor authentification option. i tried with the Google authenticator app. but the next day i accidentally deleted the backup on the app. Unfortunately, i am the administer of my company mail so i cannot do anything like Zoho suggested. What can i do? please help, this email is so important thank you
How to remove Request Tabs from Customer Portal
Is this possible? I saw a few threads asking similar questions, but no solutions that I saw. I don't want the Request tabs. I just want the Forum and Knowledgebase tabs, as this is all we'll be using. Thanks for any help! Emily
Workflow Alerts Send Inconsistently
I can't seem to figure this out. I am trying to create specific Workflows that trigger email alerts for certain events....In each case I select 5 of our support reps to receive the notifications.....sometimes they receive them, sometimes they don't Sometimes 1 person gets one, another does not. There is no pattern. Its just very, very unreliable, and I don't get it. Can anyone suggest anything? We are just getting started with Zoho and cannot shift everyone over to this until we know our email notifications
Problemas con el Area de productos
quiero ofrecer nuestro productos en el portal para que los clientes puedan solicitar nuestros prodctos pero no se como aplicarle precio y ademas que se puedan ver en el portal cliente sin la necesitadad que se logueen desde ya muchas garcias
Where can I find invoice sent from Zoho?
We have Zoho CRM and Zoho Support.
How to add a search field in Community portal.
A community porgy without a search is not very efficient. The default customer portal does not include a search in the community page. How do we do about adding one? P.S. I don't see a page layout or search layout option for the community module. Regards, ...michel
Unable to connect to messaging server.
Hi We are having an issue when trying to send emails from Zoho Support through the company info email (smtp) - the mail doesnt send and we get the "unable to connect to messaging server" error message We are able to send out emails using the "zohosupport.com" email address. Any ideas to solve this will be appreciated We have the same issue in the office and from home so I dont believe it is a firewall issue Thanks Evan
Products
Hi There, I originally reviewed Zoho Support over a year ago and am looking to implement now, I noticed in the set-up section you can detail products and also there is a products tab listed but no in the box to select this tab to be visible, can you have products as a separate tab ? Also how can i integrate products into my requests as the requests we will be logging are to deliver or collect a quantity of a certain products or products? Many thanks Matt
Associating Tasks to Accounts
Is there a way to mark a Task in Zoho Support to an Account? We are looking at tracking the work we need to have done for a particular client/account but don't need the complexities associated with Project. Just need a centralized listing of all Tasks that can be marked to particular accounts.
Errors within Zoho requests and emails today
We're having issues with email and other elements within Zoho requests. The templates that we have set are not showing up regularly, the reply box isn't being shown consistently, can't save or delete drafts, and having errors when trying to send emails. Other Reps are having similar issues with their accounts. We have confirmed that the account configuration appears to be accurate, and no changes have been made recently. The issues have only been going on today, so far. Is anyone else having issues?
Is it just me or Zoho Support is not allowing me to have access to the support agent page ?
I was using Zoho support just fine today. Around noon EST I got redirected to the Customer Panel page instead of the support agent page. Zoho is not working for me right now. I tried everything, from closing the browser completely up to Logoff and log back in and it still redirects me to the customer page instead of my Open Cases page. Please help
LDAP connectivity
Is there any possibility of having connecting zoho support ( free version ) with external AD or openldap server. Thanks
Rachele
Our from e-mail address is coming up as support@palliser.zohosupport.com; on behalf of; Info at Palliser [info@palliser.ca] We would like it to just be Info@palliser.ca We have set this up as our from address but it continues to add the support@palliser.zohosupport.com to the from address.
Rachele
I woudl like to have a default Assigned To for all my requests. How can I set this up?
Experience a Faster Loading Time in Custom Views
About 3 months ago, we had considered making a change to ticket custom views where 'status' would become a mandatory field. Subsequently, we heard from customers that there were significant reasons for wanting tickets in a custom view irrespective of their status. Since then, we've taken time to understand this situation from multiple angles. Our motivations were to improve the overall experience without hindering any current use cases. So, we've decided to make a simple change in custom views to
Serious styling/functionality problem with administering community forums
Hello! I have contacted Zoho customer support with this issue but they told me all is working ok on their end. Meanwhile, it is driving me crazy! When I go to administer my Community area, logged in as a support agent, the formatting of the page is messed up (looks like it is missing a style sheet, or some error that causes styles not to apply), and more upsetting is that many of the links to manage things are not working at all. Has anyone run into this issue before, my forums are pretty unusable
Backup error
Hi, I am trying to backup DB as a razuna format,but I get the following error: Query Error Table 'razuna_1_6_1.character_sets' doesn't exist Can you advise? I am using razuna 1.6.1 Many thanks,
is it possible that the reply to a forwarded message be appended to the original ticket, instead of creating a new one?
We need to include third parties in a ticket, and we do a lot of forwarding, but the reply to the forwarded message always creates a new ticket. Do you have plans to address that?
Unable to view contacts in request owner
Hi, I'm able to add contacts and Can't view the contacts in the request owner drop down. Could someone help me with the steps for creating new request. Thank you, Raj George
Unable to View Contacts
Hi, Creating a Add Request. I'm unable to view contacts in the request owner drop down. Therefore I can't assign the request to anyone. Could some Pls help me at the earliest.
Use different templates for email responses
There is such thing as Setup > automate > notify. There I can edit a template for "Acknowledge Contact when a new request is received", the thing is I have few emails for different languages (support in english and in russian languages). How do I setup a notifier in different languages depends on to which email (support.ru@... or support.en@...) I've got a message?
Updates contacts when a update an account manually from Zoho CRM
Now only update account. Will be good that update contacts also.
Remote Authentication for support
I have written a sign up script for Remote Authentication in PHP. I have used php md5 function for apikey. It gives error : {"result":"failure","cause":"Unauthorized Access"} Can you please help me what i am doing wrong? Here is my code for apikey : $array = array($operation, $email, $loginName, $fullName, $utype, $authkey, $ts); $apikey = md5(serialize($array));
Remote Authentication for support
I have written script for remote Authentication for support in PHP. But it gives {"result":"failure","cause":"Unauthorized Access"} error. I think problem in generate Apikey so. I have used MD5 function of php to generate the apikey. Here is my code : $array = array($operation, $email, $loginName, $fullName, $utype, $authkey, $ts); $apikey = md5(serialize($array)); Please guide me what i am doing wrong. Thanks
Add capability to pause SLA/escalation countdown timer
The countdown timer feature relative to severity level is great. However, there are legitimate occasions that require the timer to be paused while waiting for information from the ticket originator. Not having this ability causes SLA measurements to be throw off if manual time entries are not recorded and/or explained. Something as simple as a "chess clock" type on/off toggle would be great. Taking a step further, maybe place a red splash that says "Stopped" on the Issue page as a reminder. Thanks
International Credit Card
Hi, I have a Foreign customer that wants to pay by credit card. Does your network accept international credit card transaction?
Language support
Does Customer Portal support languages? I tried switching a test customer to French, but the portal is still displaying in English.
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