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, Created Time and Modified Time.
Recent Thread sorting would display the Requests based on customer response time. This in specific would help you to respond back to customers and increase customer satisfaction.
For more information on Request sorting please
click here.
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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 ...
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 ...
How can I 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.
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 ...