Support Help

Zoho Support for Google Apps

Zoho Support is now integrated with Google Apps. The benefits of this integration include the following:

  • Seamless import of your users and contacts as agents and customers respectively
  • Easy navigation to Zoho Support from Google's navigation bar

The Google Apps link is available only to users who are using the following editions:

  • 15-day trial version of Zoho Support
  • Professional edition
  • Enterprise edition

Features

You can do the following in Zoho Support using Google Apps:

Activating Zoho Support

Before using Zoho Support from Google Apps, you must activate it. To activate Zoho Support, follow the steps given below:

  1. Log in to Google Apps as a super administrator
  2. On the Google Apps dashboard page, click Add more services
  3. In the Other Services section, click Shop the Marketplace
  4. In the Search field, enter Zoho Support
  5. Click Search All Marketplace
  6. Click Zoho Support
  7. Click Add it now
  8. Read the terms of service for Zoho Support
  9. Click I agree>Continue
  10. Read the list of Google data APIs and click Grant data access
  11. Click Enable app now

You have activated Zoho Support. You can access Zoho Support from Google's Universal Navigation in your Google account. You can also use your Google Apps username and password to sign in to your Zoho Support account.

However, if you are a first-time user, you will be prompted to enter a username for your Zoho Support account. This username will be used to create your Zoho e-mail ID. This is a one-time procedure. If you want to access your Zoho Support account using the Zoho username, you will need to create a password.

Creating a Password for your Zoho Account

To create a password for your Zoho account, follow the steps given below:

  1. Open a browser and enter http://www.zoho.com/support in the address bar
  2. Click on Forgot Password
  3. Enter the e-mail address that you have registered with
  4. Enter the image verification information
  5. Click Request

You will receive a link in the inbox of the e-mail ID that you registered with. Use this link to reset your password.

Adding Users from Google Apps

You can import your users as agents, from Google Apps into Zoho Support. To import users, follow the steps given below:

  1. Sign in to Zoho Support
  2. Click Setup
  3. In the Others section, click Google Apps
  4. In the Google Apps page and under the Users section, select the users that you want to import into Zoho Support as agents
  5. Click OK

You have added users from Google Apps into Zoho Support as agents. These users will be sent an invitation e-mail, inviting them to register as agents. The number of agents who are active depends on the number of licenses that you have. For example, assume that you have imported 200 users and you have bought five licenses from Zoho Support. You can choose any five agents of your users to be active in Zoho Support. You can activate more agents by increasing the number of licenses.

Importing Contacts from Google Apps

You can import your contacts, as customers, from Google Apps into Zoho Support. To import contacts, follow the steps given below:

  1. Sign into Zoho Support
  2. Click Setup
  3. In the Others section, click Google Apps
  4. In the Google Apps page, and under the Contacts section, select the contacts that you want to import into Zoho Support as customers
  5. Click OK

You have imported contacts from Google Apps into Zoho Support as customers.

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