Can I merge two requests?
Yes, when a customer has sent more than one e-mail for an issue with different details in each mail, then you can merge these requests into one and work on a single request. You can even merge two requests from different contacts if need be.
To learn more about merging two or more requests, please click on this link.
Related Articles
How to merge tickets?
It is not uncommon to receive multiple tickets from the same customer, or multiple contacts reporting the same issue from an organization. In these situations, you could just merge those tickets into one instead of dealing with the issue on many ...
Can I sort the requests in the requests homepage?
Certainly. You can sort the requests in either ascending or descending order for a selected option. There are various options for sorting requests namely, Request ID, Subject, Status, Priority, Contact Name, Request Owner, Due date, Recent thread, ...
Can I set priority for requests automatically?
Yes, you can set the priority for requests based on conditions using Workflow Rules and Assignment Values. Goto Setup>Automation>Workflows Create a new Workflow Rule Create Workflow Actions to be associated to the Workflow Rule. For detailed help ...
Can I delete all requests in a single click?
Certainly. You can mass delete Requests in Zoho Support. You can delete a maximum of 50 requests in a single click. To carry out this action, Goto to Request module in support portal. Set the records per page view to show 50 Requests. Check select ...
Can I restrict an agent from deleting Requests?
Yes, you can restrict certain agents from deleting the requests by setting up permissions in the respective agents profiles. Please goto Setup >> Admin Settings >> Profiles. In the Profile setting page, edit the profile and uncheck the Delete ...