Manually add case based on telephonic conversation with your customer
Add the customer-specific e-mail message as case from Microsoft Outlook Mail client using Outlook Plug-in
Capture cases from your Web site using Web-to-Case form

Is it possible to send replies to the customer queries from the Cases module?

Ans: Sorry, You cannot send replies to the customers from Cases module.

Why cases submitted through Web site are not captured in Cases module?

Ans: You may not be able to capture cases properly if:

Password might changed after publishing the Web-to-Case form.
Removed some of the necessary Web form action entries in your HTML page while customizing the Web-to-Case form.

How can I include the end user's contact information in the case submission form?

Ans:

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15 Comments

mbrownvoxant, 171 - days ago

When will Email replies from Cases be made available?

Zoho CRM, 171 - days ago

Hi mbrownvoxant,

We have plans to implement the emails for the Cases tab and it will be available soon. Once its implemented, we will keep posted the update.

Thanks,
Adam.

Guest, 148 - days ago

I am also extremely interested in this functionality (email interaction to/from cases). We would be doing customer support in Zoho at our organization if it had this feature.

zoho CRM, 148 - days ago

Hi,

We have plans to provide the mail sending option in Cases. Once its ready, we will keep posted the update.

Thanks,
Adam.

qatarairways, 84 - days ago

Any update when the email functionality will be available?

Kind regards

Peter

nejizofa, 70 - days ago

Is it possible to assign a Solution to a case? I cannot seem to be able to locate this functionality.

amar_try, 70 - days ago

Hi nejizofa,

Yes. You will be able to link the solution to a case from the case module. Open the cases and use the Solutions lookup to link to the case. If the solutions field is not available, you may goto Setup --> Case Settings --> Fields List and create a new field with Look up as Solutions.

Thanks,
Adam.

Guest, 43 - days ago

I am experimenting with WebToCase forms...I don't see how you can assign the case to a "product"... In the form generator the "Product Name" field is absent, I tried <select name='Product Name'>... in the web form but it does not seem to work
Thx

amar_try, 42 - days ago

Hi Guest,

The Web form will not support the lookup fields that is present in the modules (eg:- Products). You can have a pick list with the product name values so that the users can select the values from the drop-down.

Thanks,
Adam.

Guest, 38 - days ago

This is what I am doing - I have my own pick-list in the webform and I amde sure that the values correspond to the product ids in ZOHO - the question is can I pass this value to set the product name field in the ZOHO case...
Thanks,
David

amar_try, 38 - days ago

Hi David,

You will be able to get the information and store it in a separate field in Zoho CRM but it can't be stored in the Product name look up field.

Thanks,
Adam.

Steve, 34 - days ago

It is important that my organisation records and reports on "response times" i.e. how long it takes for a member of support staff to commence work on a resolution from the time a case is logged. Can this be done in addition to recording and reporting on fix times i.e. total time taken to resolve the case from time of logging?

Thanks

Steve

amar_try, 31 - days ago

Hi Steve,

We have plans to implement the exact feature and its in our road map. Once the feature is done, we will keep posted the update.

Thanks,
Adam.

lacupula, 6 - days ago

Hi,

any isea when the functionality email interaction to/from cases will be available?

thx

amar_try, 6 - days ago

Hi lacupula,

Nice feature to have. We will take up the feature for our roadmap.

Thanks,
Adam.