Support Help

View Request

Zoho Support provides you with a number of views based on the criteria that you choose or create. You can find these views on to your left in the Request Homepage.

Below are the different types of views available

  • All Requests: Lists all the requests irrespective of any status like open, closed etc.
  • Requests for Review: Lists all the requests that are for review by supervisors.
  • Customer Responded Requests: Lists all the requests that are responded by the customers.
  • Unassigned Requests: Displays the requests that are not assigned to any support reps.
  • Spam Requests: Displays all the requests that are spam.
  • SLA Violated Requests: Lists down all the requests that are not responded within the response time.
  • Overdue Requests: Lists all the requests that are not answered within the response time and has crossed the SLA (Service Level Agreements)
  • My Requests: Displays the requests assigned to your user id.
  • My Open Requests: Displays all the requests that are with the status open.
  • My Overdue Requests: Displays your requests that have crossed the SLA.
  • Todays Requests: Shows all the requests that are due for the particular support rep to complete for the day.
  • Today + Overdue: Displays all the requests that are overdue for today.
  • Open Requests: Lists all the open requests irrespective of the support rep.
  • Closed Requests: Displays all the requests that were closed by the support reps.
  • Escalated Requests: Displays the requests that are escalated to the supervisors or higher level other than the support rep.
  • Request Created after last login: Lists down those requests that are created after the last login of the support rep.
  • Request Modified after last login: Displays those requests that are modified after the last login of the support rep.

 View Requests

Note:

  • It is not possible to edit or delete the above predefined views.

Create Own View

Apart from using the above default views, you can create your own views.

  1. Click Create New View in the Requests Homepage, on to your left.
  2. In the following page, Enter the View Name which is mandatory.
  3. Select your filter criteria.
  4. If you want to add more criteria, click the + sign at the end.
  5. You can combine two or more criteria with the AND or OR pattern.
  6. Select the Accessibility Details from the below option:
    • All Support Reps are allowed to view this custom view.
    • Show this Custom View only to me.
    • Allow the following users to view this Custom View.
  7. If you choose the option Allow the following users to view this Custom View, follow the below steps:
    • Select the Source Type from the list.
    • Select the users from the Available Column and click Add to the Selected Column.
  8. Click Save.

Create Custom View

You can view these newly created views under the heading Custom View.

Edit Custom View

To Edit your custom view, do the following:

  1. Select any of your created views under Custom View.
  2. Move your pointer over your selected view.
  3. Click which appears.
  4. Do the relevant changes in the Name or Criteria Fields or Accessibility Details.
  5. Save the changes.

Delete Custom View

To delete custom view, do the following:

  1. Select any of your created views under Support Rep Created View.
  2. Move your pointer over your selected view.
  3. Click which appears.
  4. Click OK on the confirmation message box.

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