Customer Support - FAQ

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What are all the various sources of cases?

Ans: The various sources of cases are phone, e-mail and website portals, through which customer contacts the company.

Customer phone call: Add a case manually, based on the telephonic conversation with customers.
E-mail message : Add a case manually, using Outlook Plugin when customer sends e-mail to your Outlook mail client.
Website portal : Capture the cases from your website using Web–to–Case form.

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

Ans: No, you cannot send replies to the customers from Cases module.

Why are cases submitted through Websites not captured in Cases module?

Ans: Sometimes, cases submitted through website are not captured if

The password is changed after publishing the web–to-case form, or
If necessary Web form action entries in your HTML page are removed while customizing the web-to-case form

6 Comments Show recent to old

digibyte01, 73 - days ago

How can I view all users 'Recent Items' on the left column instead of just mine? This way, I am signalled if another user has added or amended an item.

vidyapriya, 71 - days ago

Hi, Currently we do not have an option to see all users 'Recent items' on the left column instead of your. However, we may analyze and provide this in our future updates. Regards. Vidya

redstarfireandsecurity, 61 - days ago

As a Director I have customized my settings for PO, Sales orders and invoices etc....

How do I then copy these templates into the other user accounts

Thanks

panacea_hs, 10 - days ago

I am ready to sign up for the Professional version but I do have one question which will determine of ZOHO CRM will work for me. Some of my products are from business partners with whom I must share a weekly update of all sales in progress for their particular products only. As I look at adding new Potentials I do not see where I identify the specific product I am selling to that Account. How would I do this and will ZOHO CRM allow me to easily produce and print reports for each business partner showing status of all sales for specific products only?

holistichealthcoach, 23 - hours ago

I would like to know how can I setup my Zoho CRm account to interact with my virtual pbx system with invox. I need the API key to set it up.

vidyapriya, 19 - hours ago

Hi, To get your API key please follow these steps: Goto Setup--->Admin settings--->Generate API key. For more information on this please refer the following link: http://zohocrm.wiki.zoho.com/Zoho-CRM-API.html Regards, Vidya

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