FAQ

What is Zoho Support?

Zoho Support is a feature-rich web based helpdesk software that is simple and easy to use. It ensures your support center spend less time on the process and spreadsheet and more time on customer satisfaction

What are the web browsers compatible with Zoho Support?

Zoho Support works best on Internet Explorer 7+, Firefox (2+), Chrome and Safari(Java Plugin Required).

How secure is my data?

Security of data is guaranteed in Zoho Support. We have proven network security components in place to ensure the highest security for your data. This includes physical security practices (like 7x24x365 security, video monitoring, biometric access, bullet-resistant walls), Network Security (encryption, intrusion detection/prevention), People Processes and Redundancy/Business Continuity. You can learn more about Zoho Security Practices, Policies and Infrastructure here.

Are you US/EU Safe Harbour compliant?

Yes, our data-center is US & EU Safe Harbor compliant and all Zoho Support plans include SSL encryption to keep your data safe. You can read more on this here.

How do I change my password?

You can change the password for your Zoho Services in Zoho Accounts.

To change your password:

1. Sign into Zoho Support.
2. Click Setup located on the upper right corner
3. Click Personal Settings > Zoho Accounts.
4. Click Change Password.
5. In the Change Password page, specify your Existing Password, New Password in the corresponding fields.
6. Click Save.

Your new password would be updated and applicable for all Zoho Services.

How can I upgrade my Zoho Support account?

You can upgrade your account only if you're an administrator of your portal.

To perform an upgrade, follow the steps given below:

1. Click Subscriptions link from the top of the page.
2. Select your desired plan and add the number of agents you intend to purchase.
3. Click Checkout to complete your purchase.

Can I export/backup my data?

Yes, Zoho Support allows you to export data & take a back up for all the modules.
You can export the data in .csv format.

To perform a backup, follow the steps given below:

1. Click any one of the module
2. Click Export located on the top right corner [Module]
3. Save the zip file in .csv format.

How do I change/view my account details?

You can change your account details such as password, security question etc., by clicking on My Zoho Account link displayed when clicked on your e-mail address from the top right corner.

How do contracts work?

Contracts are to define the level of service offered to a particular account for a specific time period.
When a request arrives, the account or contact is first identified and then the associated contract if any is applied. A contract defines the Service Level Agreement for the account, so that the requests are closed within the due time.

How do SLAs work?

SLAs help you define the level of service that you provide to your customers. Using the SLA feature, you can define rules for closing service requests, set a request-resolution time for users and send escalations when SLA targets are breached.

What are work flow rules?

Workflow rules are business rules which helps you to organize your incoming requests and perform actions such as assigning requests, creating tasks, sending notifications, updating a field value and much more. A workflow rule can be applied when a request is created, edited or on receiving a response from a customer.

Do you offer a trial account?

Yes, we do offer a 15-day free trial across all our editions.

How to get started with Zoho Support?

You can read our complete guide here for information on the essentials to help you get started with Zoho Support.