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Can I add custom status to the request status field?
Yes, you can add your custom status to the request status field. To perform the same, Goto Setup >Customization >Fields In the fields page, select the module as Requests and click Edit next to the Status label. In the following "Edit Pick List" ...
How can I use Map Dependency Fields?
Map Dependency Fields allows you to create dependencies between two pick list fields. For example, let us say you have a field called "Issue Type" and the options to be listed for it are "Software, Computer, Printer, etc". Also, you have another ...
How can I add a new Topic containing solutions?
You can add multiple Topics to contain solutions. To add a new Topic, Click Solutions tab in Zoho Support Right click on your parent Topic In the options listed click Create Topic You can also right click on an existing topic, to add a sub-topic to ...
Set a Topic to private.
You can set a Topic (including all the solutions under it) to private, so that it is not visible in the customer portal. To set a topic as private, Go to Solutions tab in Zoho Support Right click on a Topic and select Make all solutions Private ...
Solution to be viewed only by those logged into self-service portal.
Yes, you can restrict a solution to be viewed only by those logged into self-service portal. When you add a new solution, select the option "Display only to registered customers in customer portal" under the Public Section. Refer Add Solutions for ...
Can I move a solution from one topic to another?
Yes, you can move solutions from one topic to another. To move a solution, Click Solutions tab Select a solution, you wanted to move Click Move To, to list the topics available under Solutions Select a topic you wanted to move this solution and ...
Can I import solutions from an external resource?
Yes, you can import your solution database from an external resource. The file you intend to import should either be in .csv or .xls format. For more refer Import Solutions.
How is Time Entry useful?
Using time entry you can calculate the amount to be charged for the customers for the time spent with the support team. In other words, you can calculate the wage for your support agent. For more help, please click here.
Can I view the status of my request without logging into Portal?
No. You can view the status of your request, only when you have logged into the customer service portal.
What are the access permissions available in the Customer Portal?
You are provided with the following access permissions, for the customer portal. All customers can access customer portal Only Registered customers can access customer portalTo set permissions, Goto Setup>Customer Portal>Access Settings
How to search for requests in the portal?
You can search for your requests from the "My Request Page" in the Customer Portal. Your search can be based on Request Id, Subject, Status, Priority or E-mail.
How can I add a Widget in the Customer Homepage?
To add a widget in the Customer Home page, follow the steps given below: Log into Zoho Support. Click Setup > Customer Portal Settings >Customer Home Page. Click Add More Widget under Main Content Area. ---- Change the Screen Shot of the Add ...
Can I hide a Widget in the Customer Portal?
By default, hide option is provided to all the widgets in the Customer Portal Homepage. Widgets shown in the homepage are notified in orange and those hidden would be in grey. To hide a widget, rollover your mouse on it to highlight the Visible at ...
How to edit a Widget? I am unable to edit the URL value of pre-defined widgets.
You can edit both the pre-defined and the custom widgets. The only exception being the URL value of the pre-defined widgets. To edit a widget: Rollover your mouse on a widget to highlight the edit option. Click Edit. In the Edit Widget page, you ...
Can I delete a pre-defined Widget?
You are not allowed to delete a pre-defined widget. However you can delete your custom widgets. To delete a custom widget: Rollover your mouse on a custom widget to highlight the delete option. Click Delete and confirm your action by clicking Ok ...
How can I add a custom section?
You can add a custom section under the Main Content Area in the Customer Portal. To create a new section, do the following: Log into Zoho Support. Click Setup>Customer Portal>Home Page Customization Click Add New Section under Main Content Area In ...
How to edit a Section in the Portal?
You can edit both pre-defined and custom sections in the Customer Portal. To edit a section, follow the steps below: Click the Edit pen following the Section Name you intend to edit. In the Edit Section window, make the necessary changes to the ...
I cannot delete a section.
You are not allowed to delete the pre-defined sections in the Customer Portal. However, you can delete custom sections. To delete a custom section, do the following: Click the Delete bucket following the Section Name you intend to delete. Confirm ...
Change the display order of the Widgets and Sections.
You can customize the order in which the sections and widgets are to be displayed in the Customer Portal Home Page. Just drag and drop the sections/widgets according to your needs. Click Preview to see the change and click Save to confirm.
Where can I display the contact information of my organization?
The Customer Portal is designed with a separate section called "Right Side Customization", under which you find a pre-defined section called "Contact Info". This Section can be edited to enter your organization's contact information. To Edit this ...
What happens when the Portal access setting is set to "All Customers"?
When the portal access is set to 'All Customers", Anyone can access your self-service portal by visiting its URL and submit their requests and search knowledge base. However, to track the status of their requests, your customers need to provide login ...
What happens when Portal access setting is set to "Only Registered Customers"?
When the portal access is set to "Only Registered Customers", Customers accessing your portal URL would be redirected to Zoho Support login page. This ensures that only registered customers can access your portal by providing their login ...
Can I customize the look and feel of the portal?
Yes, you can rebrand your customer portal, so that it mimics your own website. You can pick the color of the fonts and background from the color palette provided. You can also select one of the default themes available. To customize the color of ...
What are the modes available to add a new Request?
A new request can be added in 5 unique modes. 1. Manual Addition: When your customer lodges an issue over phone, the support rep tending to the customer can manually add a request by filling the Add-Request form.. 2. Via E-mail : Your customers can ...
Can I create multiple tasks for a request and assign them to different support reps?
Yes, you can create tasks to complete specific requests related to requests. You can also create multiple tasks and assign it to various support rep so that they can work on different issues of a request simultaneously, considerably reducing the ...
How can I enter the time spent on a request and the cost of support rep who worked on it?
In Zoho Support, you can enter the time spent by a support representative on a request and the cost per hour to calculate the wage to be paid to support reps. The instructions listed below would help you with this. Open a Request from the Request ...
How can I delete a Request?
You can delete requests from either the Requests Home Page or Request detail page. Also, it is possible to delete two or more requests simultaneously. To delete a request from Requests Home page, do the following: Move your mouse pointer over any ...
I deleted a request by accident. How can I restore it?
If a request is subjected to deletion, you can always retrieve it by accessing Recycle Bin in Zoho Support. To access Recycle Bin Goto Setup > Admin Settings > Recycle Bin. In the Recycle Bin page, you can find a list of deleted items mentioning the ...
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 ...
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 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 ...
Can I split a request to work on a new issue filed by a customer?
Yes, you can split a customer's reply as a new request. Say, you respond to a customer's request and resolved his issue1. He then thanks you and emails you about another issue2. In this case, you can split this issue2 as a new request and assign it ...
Can I create a custom request view apart from default ones provided?
Yes. You can create a custom view apart from the default views provided. Please follow the steps listed below to create a custom view. Move the pointer near to the View button and click create new views. Enter the View Name which is mandatory. ...
How to mass update a field in a selected set of requests?
Mass update helps you update a particular field in a selected set of requests. To carry out a mass update select the requests you intend to update in the requests list view which would highlight the Update option. Select the field you intend to ...
Can I view the history of a request?
Yes, you can view the history of a request in Zoho Support. You can learn how a request has been handled or the activities carried out from addition to closure of a request. To view the history of a request, do the following: Open any request from ...
How to create a request template for frequently raised requests?
You can create Request Templates and add requests instantly using them. They can be customized individually for frequently raised issues. Just select any template relevant to the request from the Select Template drop box in the New Request ...
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 capture requests directly from my website?
Yes, you can capture requests directly from your company's website. Zoho Support allows you to build web-to-request form following which you can edit the HTML source in your favorite editor, test them thoroughly and publish in your website. To learn ...
How can I reset the request ID's, so that my clients don't think I have over 800 service issues?
Currently we have not provided an option to re-set the Request ID's. Also the Request ID's are system generated and they cannot be edited.
How can I delete a Support Rep in Zoho Support?
In Zoho Support you cannot delete a Support Rep from the system. However you can Deactivate a Support Rep. Follow the steps mentioned below to Deactivate a Support. Log into the Zoho Support with System Administrator's permission. ...
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