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What is a Role and how is it Useful?
Roles enable you to set up your organization-wide hierarchy such that users at higher hierarchy can always access all the records of lower hierarchy. For example, Team leaders can access all the Support Agent records where as Support Agent can access ...
How can I restrict Support Agents to view only their request?
You can restrict Support Agents to view only their records/requests. To restrict requests & records, you have to first setup your organization Role Hierarchy. For example, Team leaders can access all the Support Agents records where as Support Agents ...
What does Share Data with Peers mean under Roles?
When you enable this option, Support Agents in same role can access each other data/requests.
How do I re-name Role or delete the Role?
To re-name or delete a Role, Goto Setup > Admin Settings > Roles > Move your mouse pointer over Role and select Edit or Delete option. Refer Roles for more help.
I'm unable to create Roles & Profiles
Please make sure you have added two or more Support Agents in your organization account. Goto Setup > Admin Settings > Support reps >add another rep, so that options like Roles, Profiles, Groups show ups automatically.
Can I set a field to be displayed but with disabled edit permissions to it?
No. Currently you can set a field to be either visible or in-visible only. To learn more about hiding/showing fields, click here.
Is it possible to change my Portal URL?
Yes, you can change your Portal URL in Zoho Support. Follow the steps mentioned below, Goto Setup>Rebranding>Portal Name Specify the portal name you wish to change. Click Save.
Accidentally deleted a Request. How to Restore?
You can restore a request that has been deleted from Re-cycle Bin in Zoho Support. To restore a request, Goto Setup>Organization Settings>Recycle Bin Select the request you intend to restore and click Restore.
How to de-activate a Customer Portal User?
To de-activate Customer Portal User, follow the steps mentioned below: Goto Setup> Customer Portal>Users. You can find a list of Portal Users who have been added previously Select the user you intend to de-activate and click Deactivate Portal User.
Can I restrict departments for Customer Portal Users?
No, you cannot restrict a particular department for select Customer Portal users. However, while creating a department you can choose to hide it from being viewed in the Customer Portal.
Can Portal users see requests submitted by others from their Organization?
Yes, you can provide permission for portal users to view the requests submitted from their organization. To enable permission, Go to>Setup>Customer Portal>Access Settings In the "Access Permission for Organization Requests" section, check "Allow ...
How do I customize Customer Portal home screen?
You can customize your Customer Portal Home screen by adding Widgets and Sections based on your requirements. You can also choose to hide or show the default widgets and sections in the portal. To enable these customizations, Goto Setup>Customer ...
How to hide a tab or a module from being displayed?
To hide a tab/module for your organization, follow the steps mentioned below. Goto Setup>Customization>Tabs In the Organize Tabs section, click or on selecting a tab to be hidden for your organization. Click Save
Can I re-order or re-organize Tabs?
Yes, you can re-order tabs as per your requirements. Follow the steps given below: Go to Setup>Customization>Tabs In the Organize Tabs section, click to re-order tabs Click Save
Can I rename Tabs?
Yes, you can rename Tabs as per the needs of your organization. To perform the same, Goto Setup > Customization > Tabs In the Tabs page, you need to click Edit next to the tab name, to make your changes. Click Save You can also hide a tab which is ...
Can I customize search? Need to add more fields for search?
Yes, you can customize your search. Follow the steps mentioned below, Goto Setup > Customization > Search Layout In the Search Layout page, select a module to list the fields under it. Click Edit and check the fields to be searched when you ...
Can I update a particular field based on the incoming Request?
Yes, you can update a particular field in an incoming request based on set 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 ...
Can I auto-assign requests to Support Reps?
Yes, you can automatically assign requests to Support Reps based on set conditions, using our Workflow Settings. Goto Setup>Automation>Workflows Create a New Rule and in the Actions area, create a Workflow Assignment Value to be associated to the ...
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 notify customers when their request is updated with a status?
Yes, you can notify customers when their requests are updated with a particular status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup >Automation>Workflow Create a New Rule for the request module Choose an Action to trigger ...
How can I customize default e-mail templates?
To customize default e-mail templates, Goto Setup> Templates & Forms > Email Templates In the Email Templates page, click Edit next to the template you intend to edit. Make the necessary changes to the template and click Save. For more refer ...
I am unable to see requests in time left queue.
Requests in the Time Left Queue would be shown only when you had set Due Date/Time either through Workflow Assignment Values or SLA. To setup Due Date Time based on a specify criteria, follow the steps given below: Go to Setup>Automation>Workflow ...
How do I add Customer Portal for my organization?
Customer Portal for your subscription would be automatically enabled when you add a portal user. To add portal users to access your organization's self-service portal, follow the steps mentioned below: Goto Setup>Customer Portal>Users Click Add ...
How do I setup Escalation matrix for my organization?
You can setup four level's of escalation for your organization. To setup escalation matrix, you have to create SLA's. Goto Setup > SLA Settings > Service Level Agreements > Create SLA, specify criteria and setup Escalation Levels. Refer SLA and ...
What is Business Hour & why it that required?
Define your organization Business hours and associate them while setting up SLA's. SLA triggers alerts based on your organization Business hours and you can setup this option while creating an SLA. For more refer Business Hour and SLA.
What is Holiday List and how is this useful?
Setup holiday list for your organization, so that it would not count in your organization Business Hours. To create refer Holiday List.
How do I create SLA & Escalations?
To create SLA & setup Escalation to supervisors, Goto Setup > SLA Settings > Service Level Agreement and follow the steps. For more, refer SLA and Escalations.
Will the same SLA work across all Departments?
No, SLA's work only within the Department. You have to create SLA's for individual Departments.
How do I setup Contracts for my customers?
You can create a contract and associate it to an account in Zoho Support. But before that, it is mandatory to create an SLA. To create a new SLA, Click Setup>Automation> SLAs Click Create SLA and enter details like Support Plan Name, Description, ...
Can I notify my customers on expiry of their contract??
No.Currently you cannot notify an expiring contract to your customers. However, you can notify your support agents or your Contracts Team so that they can follow-up with your customers. To configure contract expiry notification to your support reps ...
Can I create Pre-defined Request Templates?
Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates & ...
How can I insert values from the request form into e-mail template?
To insert values from the request form into your e-mail template, follow the steps mentioned below: While creating an e-mail template, select a module under Available Merge Fields, to list the fields available under that module. Select a field to ...
Can I insert an image in the e-mail template?
Yes, you can insert images in e-mail template sent to your customers and support agents. Use the Insert image option available in the editor area while creating an e-mail template. For more information, click here.
How do I notify my Support Agent when a request is assigned?
To notify Support Agent when a request is assigned, Goto Setup > Notification Settings > Notification rules >and select the options as required. For more, refer Notification Rules.
Customizing Notification e-mails.
You can customize the Notification e-mails sent to your customers and Support agents in Zoho Support. To edit a template, follow the steps mentioned below: Go to Setup>Automation>Notification Rules In the following page, hover your mouse on a ...
Can I acknowledge contact when a request is received?
Yes, you can acknowledge the customers when a request is received. To enable this option, Goto Setup >Notification Settings >Notification rules >select the option as required. For more, refer Notification Settings.
Can I alert a support agent on a request sent for review?
Yes, you can send an e-mail alert to a support agent when a request has been sent for review. To enable this option, Go to Setup>Automation>Notification rules Enable the rule 'Alert support rep when a mail sent for review' Click Save
Can I add a new field in forms like Accounts, Requests, Contacts?
Yes, you can add a new field in the forms of all modules (Requests, Solutions, Contacts, Contracts, Accounts, Products and Tasks). To add new fields, Goto Setup > Customization > Fields In the fields page, select a module to which you intend to add a ...
Can I make a field Mandatory?
Yes. You can make a field mandatory across all the modules in Zoho Support. To make a field mandatory, follow the steps mentioned below. Goto Setup > Customization > Layouts. In the Layouts page, you can choose a module from the drop down list to ...
Can I hide fields from Support Agents?
Yes, you can hide fields using Field Level Security in Zoho Support. To hide a field, Goto Setup > Users & Permissions > Field Level Security Select a profile name, module and click Edit above visibility. Uncheck the field you intend to hide and ...
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