How do I notify my Support Agent when a request is assigned?

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• Can I notify customers when a request is updated with a particular status?

  Yes, you can notify customers when requests are updated with a particular Status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup > Workflow Settings > Workflow rule > Create new rule for Request module. Then create alert, Goto ...

• I'm not able to Deactivate Support Agent

  If you are not able to de-activate a Support Agent, please check if the Support Agent is a primary contact. Goto Setup >Admin Settings >Company Details >Check if the Support Agent is a primary contact.

• 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.

• 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 ...

• 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 ...