1. What is Zoho Support?
Zoho Support is a feature-rich web based helpdesk software that is simple and easy to use. It helps the support center to spend less time on the process and spreadsheet and more time on customer satisfaction
2.
What browsers does Zoho Support works?
Zoho Support works on Internet Explorer 7+, Firefox (2+), Chrome and Safari(Java Plugin Required).
3.
Is my data safe?
Security is guaranteed. We have used proven network security components in place to ensure the highest security for your data. This includes physical security practices (like 7x24x365 security, video monitoring, biometric access, bullet-resistant walls), Network Security (encryption, intrusion detection/prevention), People Processes and Redundancy/Business Continuity. Please go through the following link to know more about Zoho Security Practices, Policy and Infrastructure:
http://www.zoho.com/security.html
4. Are you US/EU Safe Harbour complaint?
5.
How to change my password?
You can change the password of all Zoho Services in Zoho Accounts.
To change password:
- Sign into Zoho Support.
- Click Setup located on the upper right corner
- Click Personal Settings > My Account.
- Click Password.
- In the Password page, specify your Existing Password, New Password in the corresponding fields.
- Click Save.
The new password gets updated and applicable for all Zoho Services.
6.
How can I upgrade without losing data?
The user who has admin rights is the only person who can upgrade the account.
To upgrade your plan:
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Click Pricing tab.
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In this you can see the complete pricing chart with various plans.
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Select a suitable plan that matches your requirement.
7. How to export and take a backup of all data?
Zoho Support allows you to export data & take a back up for all the modules.
You can export the data in the csv format required:
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Click any of the module tab.
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Click Export [Module]
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Save the Zip file which is in Cvs format.
8. How to View or Change you account details?
You can change your account details such as password, security question, groups and much more from the My Account page. You can go to accounts page from Setup > Personal Settings > My Account.
9. How does contract work?
Contracts are for defining the level of service (support plans) offered to a particular account or product for a defined time period. According to a contract, the support centre should reply to the request of the account within the specified time or response time.
When a request arrives, the account or contact is first identified and then the associated contract if any is applied. According to the contract which defines the support plan and the Service Level Agreement for the account, the request is completed within the response or due time.
10. How does SLAs work?
You can evaluate the efficiency, effectiveness and responsiveness of your support team with SLA. You can configure SLAs for each Support Plan and set the response i.e resolution time accordingly.
11. Do you offer a trail?
Yes, we do offer a 15-day free trial.
12. What are work flow rules?
Work flow Rules helps you to organize all the incoming requests and perform actions such as delivering them to support reps, assigning status and other request parameters. The business rule can be applied to a request when it is created. Notification can also be sent to the technicians, once the Business Rule is executed.
13. How do I get started with Zoho Support?
