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 send an e-mail to the support e-mail address of your company which would automatically add a request in Zoho Support.
3. Through Customer Support Portal: Your customers can submit a request from the customer portal wherein they can add and track their requests to closure.
4. Through API : We provide APIs to integrate Zoho Support with 3rd party applications to enable your customers to seek support by all means.
5. Web-to-Form: You can generate web forms which can be used to capture requests from your website.
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Can I add new fields to the forms Accounts, Requests, Contacts, etc? Can I add new fields to the forms Accounts, Requests, Contacts, etc? Can I add new fields to the forms Accounts, Requests, Contacts, etc? Can I add new fields to the forms Accounts, Requests, Contacts, etc? Can I add new fields to
Yes, you can add new fields to the forms of all modules (Requests, Solutions, Contacts, Contracts, Accounts, Products and Tasks). To add new fields, Goto Setup > [Module] Settings > Fields List > New Custom Field > Select Field type > name the field ...
Can I add more options to Request Status Field?
Yes, you can add more options to Request Status field. Goto Setup >Request Settings >Field list >edit Status field--->add more options and Save.
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 ...
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 ...