General
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 from. ...
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. Click Setup > Admin ...
How can I upgrade my account by adding more support reps?
To add Support Agents, please go to Subscriptions on the top right hand corner after logging into Zoho Support. Click Manage under your current edition and edit the Total Number of Agents field in the following page. For Example, when you have 12 ...
How to export support reps along with their details?
You can export Support Reps along with their details in Zoho Support. Just click Export Support Reps button and the details entered for each support reps are exported in the .csv format.
How can I create a new role and assign it to a support rep?
You can create a new Role by following the steps mentioned below. Click Setup > Admin Settings > Roles. In the Roles page, click the New Role icon. In the New Role page, do the following operations: Role Name: Specify the name of the role. Reports ...
Can I define the level of access using data sharing settings?
Certainly. You can define the level of access to each others data using Data Sharing Settings in Zoho Support. You can create sharing rules for all the modules apart from the organizations default share settings. You can provide the following types ...
Can a support rep be associated with multiple portals?
Yes, a support rep can be associated with multiple portals. When support reps log in into Zoho Support they can find a list of portals they are associated with. They can choose between the portals to work in Zoho Support.
How can I restrict mail sending option to a support rep?
You can restrict support reps from sending e-mails in Zoho Support. This feature is profile based,
Can I re-invite a Customer Portal user?
Yes, you can re-invite your Customer Portal user if they have not accepted their first invite. To carry out this function, Goto Setup in Zoho Support > Customer Portal Settings > Customer Portal Users. In the Customer Portal Users page, you can find ...
Is the new multibranding UI available in zohosupport?
Is the new multibranding UI available in zohosupport?