General
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 make a field Mandatory?
No, currently there is no option to turn a field as Mandatory. Option will be provided soon.
Can I hide fields for Support Agents?
You can hide fields using Field Level Security. Goto Setup > Admin Settings > Field Level Security Select the profile name, module and uncheck the fields you want to hide and Save. To create Profile Goto Setup > Admin Settings > Profiles > Add New ...
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.
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 for this field is "Software, Computer, Printer, etc". Let us say you have another field ...
How do I add topics for solutions?
Click Solutions tab > right click on created Topic > click Create Topic. For more refer Create Topic.
Can I make all solutions in a Topic as private?
Yes, you can make a particular Topic as private which is not visible under customer portal. Goto Solutions tab > right click on Topic and select the option Make all solutions private. For more refer Create Topics.
Can I restrict solutions only for Customer Portal logged in users?
Yes, you can restrict this option when you add a solution. Choose between the two options in Public for more restrictions. Refer Add Solutions for more help.
Can I move a solution from one topic to another topic?
Yes, you can move solutions from one topic to the other. Click Solutions tab > Select solutions you want to move > click Move To option.
Can I import solution from other source?
Yes, you can import solution using .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.
How to allow the zoho servers to reach customer mail servers. what ip addresses do the customer need to put into their firewall to achieve this?
The users has to add this IP 72.5.230.103 to allow Zoho Servers to access their mail servers.
Can't receive invitation and notification mails from Zoho Support. Need Public IP details to add in customer's mail server
Customers need to allow the following IPs in their firewalls or in SPF records to allow invitations/notiification mails from Zoho Support to reach their servers SMTP server public IPs: 1. 72.5.230.66 2. 72.5.230.67 ZOHO public IP: 1. 72.5.230.103
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.
How can I set permissions to access Customer Portal?
To set permissions to access Customer Portal, Please do the Following: Goto Setup > Customer Portal Settings > Customer Portal Access Settings. Choose from the two options listed below.
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.
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
Can I hide a Widget in the Customer Portal?
By default, hide option is provided to all the widgets in the customer home page. Widgets set to show in the customer home page are notified in orange and those hidden would be in grey. To hide a widget, rollover the mouse on it to highlight the ...
How to edit a Widget? I am unable to change the URL value for 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, which cannot be edited. To edit a widget: Rollover your mouse on a widget to highlight the edit option. Click Edit. In the ...
Can I delete a pre-defined Widget?
You cannot delete a pre-defined widget from the customer home page. Please note that you cannot only delete the custom widgets. To delete a custom widget: Rollover your mouse on a custom widget to highlight the Delete option. Click Delete and confirm ...
How can I add a custom section?
You can add a new custom section under the Main Content Area in the customer portal home page. To create a new section, do the following: Log into Zoho Support. Click
How can I edit a Section in the Portal?
You can edit both pre-defined and custom section according to your needs. To edit a section, please do the following, Click the Edit pen following the Section Name you intend to edit. In the Edit Section window, make the necessary changes to the ...
I am unable to Delete a Section.
You can delete only a custom section and not the pre-defined section. Please check the section you are trying to delete. To delete a custom section, do the following: Click the Delete bucket following the Section Name you intend to delete. Confirm ...
Can I change the display order of the Widgets and Sections?
You can customize the order in which the sections and the widget 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.
How can I display the contact information of my company?
The Customer Support Portal is designed with a Right Side Customization panel in which you can add sections based on your needs. Moreover, you are provided with a default section which is pre-defined as Contact Info. This Section can be edited to ...
What happens when the Portal access setting is set to "All Customers"?
When the portal access is set to 'All Customers", Anyone can access the customer portal by accessing the URL to submit requests and search knowledgebase. However, to track their request status, the customers need to provide credentials to log into ...
What happens when the Portal access setting is set to "Only Registered Customers"?
When the portal access is set to "Only Registered Customers", The customer portal URL redirects the customer to the Zoho Support login page. The entire portal is accessible only if the customer registers and logs into the account. The customer once ...
Can I customize the look and feel of the portal?
As of now, you're not allowed to change the color or the theme of the Customer Support Portal. However we are currently working on this feature which would enable you to change the CSS of the Customer Portal page.
What is Customer Support Portal?
The Customer Support Portal is a dedicated support area that allows your customers who wish not to contact the helpdesk due to reasons like long call queue and delayed e-mail response.
How do I add my Customers as Portal Users?
You can add your customers as Portal Users in two different ways. Just open an added contact and click Add Portal User. Or 2. Goto Setup > Customer Portal Settings > Add Portal User. Refer this Link for more details.
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
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 learn ...
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
Next page