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Help >> Getting Started

Table of Contents  [ Hide]

Add Department
Mail Server Settings
Zoho Support Users
Add Support Reps
Add Company Detail and Logo
Add Time Zone, Country & Language
Show/Hide Tabs
Rename Tabs
Add Fields
Modify Pick List
Map Dependency Fields
Configure Work Flow rule
Customer Portal Settings
Forgot Password

This guide provides the quickest way to start using Zoho Support. It gives you the detailed procedures on how to complete some of the most essential tasks needed to get started and get the most of your Zoho Support experience.

Add Department

Departments are the various divisions in your organization. Division's may be based on different products, physical locations, teams and much more. Zoho Support allows you to manage the support separately for every department in your company. For each department you can specify  the support agents, configure separate support email address, track support requests & contacts separately, set the workflow rules, define service level agreements and can specify the operational hours.

You can add and view the various departments available in your organization situated in different sites. To add a department, do the following:

1. Click Setup > Admin Settings > Department.
2. Click Add Department.
3. Provide the Department Name.
4. Enter the Description required.
   
5. Choose the Type of department as Public or Private.
   
6. Click Save or Save New.
   A new page with details of department is displayed.
7. In this page, click either Add Support Rep if you want to associate a new support rep with the department.
8. If you want to associate an existing support rep, do the following:
   • Click Associate Existing Support Rep.
   • Choose support reps required.
   • Click Associate to connect the existing support rep with the created department.

Refer Department for more details.

Mail Server Settings

You have to configure the mail server settings to fetch and send mails from your Zoho Support. To create a preferred support e-mail id, please follow the steps given below:

1. Log into Zoho Support
2. Click Setup link.
3. Click Mail Server Settings under Admin Settings.
4. In the General Information, select the Department and the E-mail ID.
   

You will receive mails in the request module when customer sends mails to this e-mail id.

You can also add Pop Accounts to receive mails in that account and then add members to your mail accounts. For more visit Mail Server Settings.

Zoho Support Users

The three types of users are Administrator, Support Reps and Contacts (Customers).

Administrator: User who can configure and manage all the settings in Zoho Support.

Support Reps: Users who work on the request and can perform certain functions allowed by the Administrator.

Contacts: Customers who can submit the request to get support from the support center. They have access to the customer support portal

Add Support Reps

To add support reps, do the following:

1. Click Setup > Admin Settings > Support Reps.
2. In Support Repspage, click Add Support Reps button.
   
   
3. Specify the mandatory field information of the user(as shown above).
4. Click Create New Support Rep button.
   The System sends an invitation to User's Email ID registered. The user has to accept the invitation and follow the log in steps.
   

For more details, refer Manage Support Reps

Add Company Detail and Logo

In order to give a personalized look to your account, Zoho Support allows organizations to change the default logo to your company logo. The customized company logo will appear for all the users within the account. To add company details & log, follow the steps given below:

1. Click Setup > Admin Settings > Company details.
2. In the Company Details page, specify the company details.
3. Under Company Logo, Click Browse to select the logo(as shown below).
4. Click Save

Please note:

• The image file size should not exceed 20 KB.
• For best results, the logo dimension should be 190 (width) by 65 (height) pixels.
• The logo file format should be .jpg / .png / .gif.

Add Time Zone, Country & Language

To customize your personal settings, do the following:

1. Click Setup > Personal Settings > Account Information
2. In the Account Information page, click Edit.
   
   
3. Under Locale Information, select the Language, Country Locale and Time Zone from the respective drop-down lists( as shown above).
4. Click Save.

Show/Hide Tabs

Tabs represent the different modules or functions in Zoho Support. In Zoho Support there are 10 modules which can be customized as per the organization's process only by the user of Administrator profile. The option to organize tabs allows organizations to display only the relevant number of modules. You can also change the order of the modules by moving them up or down the list.

To Organize Tabs, do the following:

1. Log in to Zoho Support with Administrator privileges.
2. Click Setup > Tab Settings > Organize Tabs.
3. In the Organize Tabs page, use the horizontal arrows to select/deselect the tabs and use the vertical arrows to organize the tabs order.
4. Click Save.

Note:

• Home tab cannot be moved to unselected tabs.
• Irrespective of profiles, the modules in the Unselected Tabs are not displayed to any users.

Rename Tabs

The Zoho Support system provides an option to rename the standard tab names according to industry-specific terminologies. For instance, the “Solutions” tab might be renamed to “Knowledgebase” in an educational institute. Users with Administrator privileges can change the tab names except for custom reports and dashboards.

To rename Tabs, do the following:

1. Log in to Zoho Support with Administrator privileges.
2. Click Setup > Tab Settings > Rename Tabs.
3. In the Rename Tabs page, click Edit for the tab name to be changed.
4. In the Change Tab Name page, specify the name in the below two New Tab Name fields.
• Provide the name in Name to be displayed in Tabs.
• Provide the name in Name to be displayed in Links/Commands.
  
5. Click Save.

Note:

• New tab names is not reflected on Page Layout, Reports, and Dashboards modules. Always standard names are displayed.
• All the fields' names also change according to the new name. For example, if you change "Account" tab to "Client", the "Account Name" field will be changed to "Client Name".
• While changing the tab name you can add singular and plural names for the tab. Ex: Contact vs Contacts.

Add Fields

You can create custom fields for each module based on your organization requirement. To create custom fields, do the following:

1. Click Setup > [Module] Settings > Field List.
2. In the List of Fields page, click New Custom Field.
   
   
   
3. In the [Module] Create Custom Field page (as shown above), do the following:
• Select the Field Type from the list. (Text, for example)
• Enter the field name in the Label box.
• Enter the maximum Length of the value to be entered.
• Select the check box(es) if you want the field to be created in the other modules also.
4. Click Save.

Modify Pick List

To edit the default pick list values or to add new pick list values in the field of any module, do the following:

1. Click Setup > [Module] Settings > Field List.
2. In the List of Fields page, click the Edit link.
   The system displays the existing pick list values (as shown above). Do the following:
• Edit the existing pick list values.
• Click Add New Values to add more pick list values.
• Select the Use First value as default value check box, if required.
• Select the Sort Values alphabetically, not in the order entered check box, if required.
3. Click Save.

Map Dependency Fields

This page allows you to create dependencies between two picklist fields. You have to create two pick list fields and then select the parent and child field to be dependent. You can then map the parent field value with the respective child field value. To map dependency fields, do the following:

1. Click Setup > [Module] Settings > Fields List.
2. Click New Custom Field
3. Select Pick List
4. Type the Label ( e.g Region) and Pick List Values (e.g Region1, Region2 and Region3).
5. Similarly create another Pick List with Label (e.g Location ) and Pick List Values (e.g Location1, Location2 and Location3).
6. Now click Map Dependency Fields.
7. Click New.
8. In the Map Dependency Fields, select the Parent Field ( here Region ) and the Child Field ( here Location )to be dependent.
9. Now map the parent fields with the respective child field as shown below.
   
   
10. Use the Parent, Child field in the respective Module.
    
    

Configure Work Flow rule

Automate your business processes by setting email alerts, tasks and assignment values using Work Flow Rules when certain conditions of the specified modules are met. You can set the Work Flow Rules for all the modules. Please note you can activate or deactivate a workflow rule as per your need. Refer the link below to configure your workflow settings:

Work flow rule settings

Customer Portal Settings

Customers sometimes may not want to contact the helpdesk due to the delay in e-mail response. In such situations, customer support portal is a good advantage where they can search for suitable resolution to their queries. If their issue is still not resolved, customers can submit their queries and track the status of their requests directly from the online portal instead of contacting the support center.

To configure the customer self service portal, please refer the link customer portal settings.

Forgot Password

If you (administrator)forget the password, please follow the steps given below to reset the password:

1. Visit http://www.support.zoho.com/
2. Click Forgot Password link.
   
   
3. Enter the e-mail address which you have given when registered with Zoho.
4. Do the Image Verification and click Request.
   Reset password link is sent to your e-mail address.
5. Click on the link to reset the password.
6. Enter the new password and confirm the same.