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What is a Department?
Departments are the various divisions in your organization. For example, Sales, Support, IT, HR, Admin, Finance can be considered as separate departments. For each department you can specify the support agents, configure separate support email ...
Can I add Mutliple Departments to track different Team or Division Requests
Yes, you can create multiple departments and have separate e-mail address for each department to track requests. To know more, please click Department and Mail Server Settings.
Is it mandatory to have a department?
No, not necessary. Zoho Support creates a default Department as General. You can setup Mail Server settings for the default Department or create your own Department. Refer the below links for more: Mail Server Settings Department
How to switch departments and view the records?
Departments are listed as a drop down at the top. Refer the below image to switch between the Departments.
Can I search across departments? [s.dfjlsadflds .isdjsjdjdfk] 3847423799832493@#@!#@!#_@!#)!#@
Yes, you can search across Departments. Using the Global Search on the right pane of [Module] Home Page and select "All Department" option. Refer to the image below.
Can a Support Agent be associated with Multiple Departments?
Yes, support agents can be associated to multiple Departments. Goto Setup >Admin Settings >Users >edit the Support Rep and associate departments to the Support rep.
Can I associate multiple Support Agents to a Department same time?
Yes, you can associate multiple Support Agents to a Department. Click Setup >Admin Settings >Departments >Select Department Select the option to "Associate Existing Support Rep" option and add Multiple Support Reps to a Department.
Where can I specify the support email address for a particular department?
To configure Support Email Address to a Department, you have to setup Mail Server for that Department. As soon as Department is created (Goto Setup > Admin Settings > Mail Server Settings >Create Mail Account) associate the Department to setup Email ...
Can I specify multiple support email address for a single department?
Yes, you can configure multiple Email Address to the same Department. While adding Mail Account under Mail Server Settings, associate the Department name. For example, you can associate xyz@zohocorp.com & abc@zohocorp.com to a single Department, so ...
Can I move request from one Department to another Department
Sorry, currently you cannot move Requests from one Department to another Department on the fly. You have to forward the request to another Department.
Can I delete the Department?
No, you cannot delete a Department. Instead you can edit & change the Department name. Or To stop fetching e-mails to that Department, Goto Setup > Admin Settings > Mail Server Settings >Stop Fetching for the Mail account associated with that ...
What does Public & Private stand for while creating Department?
Public - If you select this option, Department is visible in "Customer Portal" for customers to view. Private - If you select this option, Department is not visible in "Customer Portal" and is shown only for your organization.
How do I add my Signature?
To add your Signature, Goto Setup > Personal Settings > My Signature >add your own signature. For detailed steps, refer Signature.
How do I publish web form in my website to capture customer requests?
To generate "Web Form", Goto Setup > Request Settings > Web-to-Request form. Follow the steps, generate the html code and embed the form in your website. For detailed help, refer Web-to-Request Form.
What is Return URL while creating Web Request Form?
Return URL is the URL your customers see after submitting the request form. For example, http://zoho.com is the return URL for the customers submitting form from the Zoho Website.
Can I change a Support Reps e-mail address?
Certainly, a Support Agents email address can be changed. However, it has to be changed by the individual Support Agent only. To change the e-mail address, Goto Setup > Personal Settings > My Zoho Account > Click Email Address, add new e-mail ID. ...
How can I change the password for my account?
To change the password, Goto Setup > Personal Settings > My Zoho Account > Change Password link. You would be asked to provide your current password for security reasons.
How can I add a Support Agent?
To add support agents, Goto Setup > Admin Settings > Support reps > Add Support Rep. Once you add a Support Rep, an invitation e-mail with the confirmation link would be sent to them. On confirmation, Support Rep is associated into your ...
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 ...
What is Workflow ?
Workflow helps you automate your support process. With workflow, you can assign tickets based on set criteria, set due dates based on priority, create task, send notifications & update fields. Repeated work which are carried out manually can be ...
How do I restrict mail sending option to a Support Rep?
You can setup a new Profile by restricting mail sending option and associate the Profile to Support Reps. To create Profile, Goto Setup > Admin Settings > Profiles >Add new profile >and un-check the Mail Send option and Save the Profile. Goto Setup > ...
How can I use Workflow?
Workflow is available for Requests, Solutions, Contacts, Accounts, Contracts & Products modules. In every organization, there will be a pre-defined process for ticket assignment, status tracking, due date setting & sending notifications. Workflow can ...
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.
Can I upload my company Logo?
Yes, you can upload your company Logo. Goto Setup > Admin Setup > Company Details> edit and upload your logo. Please check the image size before you upload.
How many Support Agents can I add during the trial?
You can add up to 3 Support Agents during the Professional & Enterprise 15 day Trial. Once the Trial is expired, "Primary Contact" under Company Details will only have access to the system.
What are Workflow Rules, Workflow Alerts, Workflow Tasks & Workflow Assignment Values?
Workflow Rules Workflow Rules help you specify when a workflow should be triggered & when it should be executed ( based on criteria ). For more details about Workflow Rules, refer http://www.zoho.com/support/help/workflow-settings.html#wf-rules ...
Can I associate a Workfllow Alert or Task or an Assignment value to multiple Workflow Rules ?
Yes, you can associate a Workflow Alert or Workflow Task or Workflow Assignment Value to multiple Workflow Rules.
Can I have a Workflow Rule without Alerts, Tasks & Assignment Values ?
Yes. You can have a workflow rule without Alerts, Tasks and Assignment Values, but remember that no action will be performed when the workflow is executed. So it is important to associate a Workflow Alert or Task or Assignment Value for each Workflow ...
What does the Display Name mean in Mail Server Settings?
Display Name is the name which is displayed in-front of your From ID. For example the FROM ID is like "Zoho Support <support@zohosupport.com>" if you set "Zoho Support" as your display name.
What is the EMAIL ID in Mail Server Settings
Email ID is your POP account email address. It can be like support@yourdomain.com or sales@yourdomain.com, etc
What user name & password should I give when setting up Mail Server Mail Account?
The user name and password is your POP account user name and password. This information is available with your IT or System Admin team. Note: Please do not give your Zoho account user name & password.
How can I setup Mail Server in my Zoho Support account?
To add mail account, you need Mail Server details such as mail account, user name, password, port, incoming/outgoing server, etc. Typically this information is available with your IT or System Admin department. For more help click here Mail Sever ...
What does Primary Contact in Company Details Mean?
Primary Contact is the person to whom all the alerts, related to Subscription are sent. Please make sure Primary Contact information is updated with the current information.
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.
What is a Profile?
Profile function controls the permission to modules, records and various utilities, such as import, export, send email, mass update etc. Support Reps associated to the profile can access the functions that are assigned to them. For more info, refer ...
Why am I not able to add New Profiles in Free Edition?
Free Edition does not allow to add More Profiles. You have to upgrade to Professional or Enterprise edition to add more Profiles and associate them to the Support Agent. To upgrade, please refer Pricing.
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