Support Help

Agents

A helpdesk comprises of agents. Using Zoho Support, you can manage your agents and the support team. You can add, edit or disable agents from Zoho Support. You can also give them various access priveleges to suit their roles.

Note:

  • In Zoho Support, agents are also referred to as users.

Types of Agents

  • Standard Users: Standard users can access data depending on the permissions and roles assigned to them. They have access to low-level administrative functions such as customization of the User Interface, adding users to the system, and managing workflow rules.
  • Administrators: Administrators can access the entire system. There must be at least one administrator with permission to access all the data and features in your Zoho Support account.

Adding Agents

You are required to add agents from your support team to your Zoho Support account. You can assign certain roles and permissions to each of your agents that you add. The permissions that you can assign to your agents include:

  • Personal: Allows agents to only view all the unassigned tickets in the system as well as tickets that are assigned to them
  • Public: Allows an agent to view all the tickets in the Zoho Support account
  • Admin: Allows an agent to access all the data related to your Zoho Support account

You can also create roles and associate them with profiles. For more information, see Roles and Profiles

To add an agent, do the following:

  1. Click Setup
  2. In the Organization section, click Users
  3. Click Add Agent
  4. Enter the following information:
    • First name
    • Last name
    • E-mail ID
    • Phone
    • Mobile
    • Roles and Permissions
  5. Select the departments that you want to assign the agent to
  6. Click Create New Agent

The agent will receive an invitation through e-mail. They can log in once they accept the invitation.

Note:

  • The system administrator creates users by entering information specific to each user. Once created, the system automatically sends an invitation to the user's registered e-mail ID. Users are required to accept the invitation within 7 days of receiving the e-mail. Once users accept the invitation, they can log in and use Zoho Support.

Re-Inviting Agents

Administrators can resend an invitation to an agent who has not accepted the invitation.

To re-invite agents, follow the steps given below::

  1. Log in to Zoho Support using the Administrator's credentials
  2. Click Setup
  3. In the Organization section, click Users
  4. Check the checkbox next to the name of an agent
  5. Click Re-Invite

The system resends the invitation to the user's e-mail ID.

Deactivating Agents

You can deactivate users and re-activate them as required. Deactivated users will not be able to access the zohocorp account of Zoho Support. Their credentials cannot be used to log in to the customer portal. However, their subscription will not be canceled and you will be able to use the same user license to add another agent.

Note:

  • You will be billed for the number of user licenses you had originally purchased. You cannot use the deactivated ID to log into the Zoho Support account.

To deactivate users, do the following:

  1. Log in to Zoho Support using the Administrator's credentials
  2. Click Setup
  3. In the Organization section, click Users
  4. Select the checkbox next to the name of an agent
  5. Click Deactivate Agents
  6. Click OK

The respective agent will be deactivated and a system-generated e-mail is sent to the user. If you want to re-activate a user, select the user and click Activate Agents.

Exporting Agents

To learn more about exporting your agents' information click here.

Resetting Passwords

You can reset your password by using the Forgot Password link on the login page.

To reset password, do the following:

  1. Open http://www.zoho.com/support/
  2. Click Forgot Password?
  3. Enter your registered e-mail address
  4. Enter the characters you see in the image on the page
  5. Click Request

The system sends an automated e-mail to your registered e-mail ID. Click on the link given in the e-mail. You will be redirected to the Password Reset page of Zoho Accounts. Reset your password here.

The password is reset immediately. You can use it to log in to all Zoho services.

Managing Subscriptions

You can manage your subscription from the Zoho Support account. You can view and change the plan that you are currently using. To manage your plan in Zoho Support click Upgrade from the top right corner.

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