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What is a Department?
Departments can be various divisions in your organization. For example, Sales, Support, IT, HR, Admin, Finance can be configured as separate departments. For each department, you can specify support agents , configure support e-mail address , track ...
Is it mandatory to have a department?
Its is not mandatory to have a department in Zoho Support. Moreover Zoho Support creates a default department as General. You can setup mail server settings for this default department or create your own department. Refer this link for more ...
How to toggle between departments to view records?
To view records from a different departments, you need to choose from the drop down at the top of the page, next to your company logo. Refer the below image for more information.
Can I search across departments?
Yes, you can search across departments using global search on the right hand pane of the home page. You can perform a cross department search by selecting "All Department". For more understanding, refer the image below.
Associate a Support Rep with multiple departments.
You can associate a support agent to multiple departments in Zoho Support. Follow the steps mentioned below: Goto Setup>Users & Permissions> Users In the Users page, edit a support rep and check the departments they can access under the "Department ...
Associating multiple support agents to a department.
To associate multiple support agents to a department, follow the steps mentioned below: Go to Setup>Organization Settings>Departments Choose a department to associate multiple support agents to it In the department detail view page, click Add Support ...
Where can I provide the support e-mail address for a department?
To configure support e-mail address to a Department, follow the steps mentioned below: After creating a department, Go to Setup>Mail Settings>Mail Server Settings Click Add Mail Account Choose a department from the drop down list, to associate the ...
Can I configure multiple support e-mail address to a department?
Yes, you can configure multiple e-mail address to a department. While adding Mail Account under Mail Server Settings, you can associate a department to your support e-mail address. For example, you can associate support@mycompany.com & ...
How can I move requests between departments?
If you have multiple departments in your account, you are allowed to move a request between departments. To move a request, follow the steps mentioned below: Goto detail view of a request From the header, click Move, to open a list of departments ...
Can I delete a department?
No, you cannot delete a Department. However you can disable it in the department's detail view page. Also to stop fetching e-mails to the department you intend to disable, follow the steps mentioned below: Goto Setup>Mail Settings>Mail Server ...
Can I choose to show/hide a department from the Customer Portal?
Yes, you can choose to show or hide a department in your organization's self-service portal. While creating a department, you can leave "Don't show this department in customer portal" option unchecked to display the department in the Customer ...
How can I add my signature?
You can add your signature, by following the steps mentioned below: Goto Setup > Personal Settings > My Signature Create your signature to go with your e-mail templates Choose whether to keep your signature Active Click Save to retain your settings ...
How can I generate web-to-request form for my website to capture customer requests?
To generate web-to-request form in Zoho Support, follow the steps mentioned below: Goto Setup>Templates & Forms>Web-to-Request form Click Create New Form and provide the details requested Generate the HTML code for the web form and embed the same in ...
What do you mean by return URL when creating Web Request Form?
Return URL is the URL your customers would see after submitting a ticket using the web-to-request form. For example, http://zoho.com is the return URL for customers after submitting their ticket from Zoho Website.
Can I change a Support Reps e-mail address?
Certainly, a Support Agents email address can be changed. However, it has to be changed by the individual Support Agent only. To change the e-mail address, Goto Setup > Personal Settings > My Zoho Account > Click Email Address, add new e-mail ID. ...
How can I change the password for my account?
To change the password, Goto Setup > Personal Settings > My Zoho Account > Change Password link. You would be asked to provide your current password for security reasons.
How can I add a Support Agent?
To add support agents, Goto Setup > Admin Settings > Support reps > Add Support Rep. Once you add a Support Rep, an invitation e-mail with the confirmation link would be sent to them. On confirmation, Support Rep is associated into your ...
My Support Agent did not receive invitation e-mail
If your Support Rep did not receive the invitation e-mail to join your organization, you can re-invite the Support Rep. Goto Setup > Admin Settings > Support Reps > Select a Support Agent > Click Re-Invite button. This triggers another invitation ...
What is a Workflow ?
Workflow helps you in automating your support process. Using workflow, you can assign requests to support reps based on predefined criteria, set request due date based on priority, create task, send notifications e-mail & update fields. Repeat tasks ...
How do I restrict mail sending option to a Support Rep?
You can setup a new Profile by restricting mail sending option and associate the Profile to Support Reps. To create Profile, Goto Setup > Admin Settings > Profiles >Add new profile >and un-check the Mail Send option and Save the Profile. Goto Setup > ...
How can I use Workflow?
Workflows are available in the following modules, Requests, Solutions, Contacts, Accounts, Contracts & Products In all organization, a pre-defined process will be followed for assignment of tickets, tracking status, setting due dates & sending ...
Can a Support Agent be associated with multiple Portals?
Yes, Support Agent can be associate to multiple Portals. As soon as the Support rep log-in, associated Portal URL's are listed. Support rep can click on a Portal to view/reply tickets.
Can I re-brand Zoho Support by adding my company logo?
Yes, you can completely re-brand Zoho Support. You can upload your company logo as a part of re-branding. To add your company logo, follow the steps mentioned below: Goto Setup>Re-branding>Logo Click Choose File to upload your company logo Click ...
How many Support Agents can I add during the trial?
You can add up to 3 Support Agents during the Professional & Enterprise 15 day Trial. Once the Trial is expired, "Primary Contact" under Company Details will only have access to the system.
What are Workflow Rules, Workflow Alerts, Workflow Tasks & Workflow Assignment Values?
Workflow Rules Workflow Rule helps you to specify, when a workflow should be triggered & be executed ( based on criteria ). For more details about Workflow Rules, click here. Workflow Alerts Using Workflow Alerts you can send automatic ...
Can I associate a Workflow Alert or Task or an Assignment value to multiple Workflow Rules?
Yes, you can associate a Workflow Alert or Workflow Task or Workflow Assignment Value to multiple Workflow Rules.
Can I create a Workflow Rule without setting up Alerts, Tasks & Assignment Values?
Yes. You can create a workflow rule without setting up any Alerts, Tasks and Assignment Values to it. But remember that, no action will be performed when the workflow rule is executed. So it is important to associate a Workflow Alert or Task or ...
What do you mean by Display Name under Mail Server Settings?
Display Name is the name, that would be displayed in the front of your From e-mail ID. For Ex: The 'From ID' would be displayed as "Zoho Support <support@zohosupport.com>", when you had set you display name as "Zoho Support".
What is the e-mail ID to be provided in Mail Server Settings?
You need to provide the e-mail ID of your POP account as the e-mail ID in the mail server settings. It can be like support@mycompany.com, sales@mycompany.com, etc
User name & Password to be provided while setting up mail server.
You need to provide the User name and Password of your POP account. This information is available with your IT or System Admin team. Note: Do not give provide your Zoho's User name & Password.
How do I setup mail server for my account?
To add mail account in Zoho Support, you need to provide mail server details like mail account, user name, password, port, incoming/outgoing server, etc. Typically these information are available with your IT or System Administrator. For more ...
What do you mean by primary contact under company details?
Primary Contact is the person to whom alerts related to Zoho Support subscriptions would be sent. So ensure that your primary contact details are updated with the latest information.
I'm unable to Deactivate a Support Agent. Why?
If you are unable to deactivate a support agent, check whether the support agent is the primary contact. To check the same, follow the step mentioned below. Goto Setup>Organization Settings>Company Details Check whether the support agent is listed ...
What is a Profile?
Profile function controls the permission to modules, records and various utilities, such as import, export, send email, mass update etc. Support Reps associated to the profile can access the functions that are assigned to them. For more info, refer ...
Why am I not able to add New Profiles in Free Edition?
Free Edition does not allow to add More Profiles. You have to upgrade to Professional or Enterprise edition to add more Profiles and associate them to the Support Agent. To upgrade, please refer Pricing.
How to hide Tabs for Support Agents?
To hide tabs for Support Reps, you have to first create a New Profile or Edit the Standard Profile under Setup > Admin Settings > Profiles and remove the tabs that are not required. Now associate this Profile to a Support Agent. Goto Setup > Admin ...
How do I restrict Delete Permission for Support Agents?
You can restrict Delete Permission by setting the Profiles under Setup > Admin Settings > Profiles. You can either edit the default Standard Profile or add a new Profile and un-check Delete options for the modules and save the Profile. Now, associate ...
How can I restrict customize permission for Support Agent?
You can restrict this at Profiles. Goto Setup >Admin Settings >Profiles Edit the standard profile or create a new profile and un-check the option Customize Zoho Support under Admin Options. Associate this Profile to the Support Agent (Setup >Admin ...
How can I hide fields to Support Agent?
To hide fields, Goto Setup >Admin Settings >Field level security >select the module > Profile Now, check/un-check the fields that would like to show to the Support Agent associated with that profile and save the settings. For more help refer, Field ...
How can I hide, restrict fields in Customer Portal?
To hide/restrict fields in Request Form in Customer Portal, Goto Setup > Admin Settings > Field Level Security >select Portal as profile and enable/dis-able fields that would you like to show up in Request Form.
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