Partner Support

Partners must perform the first level of support for the products sold to the end customer. Basic debugging steps should be performed. They are expected to write scripts, perform migrations with the help of their developers, technical team, and reach out to us for issues with the execution within Zoho Services—e.g. third-party app integrations through API/scripts, custom function requirements, migrations.

Please use your registered domain email address to raise support requests in exceptional cases, besides using the suggested ASAP feature in the portal/store—e.g. Zoho.com and not generic address like, gmail, yahoo, etc. It otherwise becomes nearly impossible to track requests, set severity and automation, and report analytics for internal purposes.

Active participation in the Zoho Partner network and dedicated product groups, to raise feature suggestions and discussions across products, is expected. Follow Zoho blogs, status pages, and social media handles to stay on top of the latest downtime or outage occurrences.

We strongly suggest using the format shown below to maintain uniformity. Email consent is required from the customer for account disputes and admin-level changes in the backend for security reasons and validation. It will avoid back and forth email exchanges to get the required details and provide an accurate analysis for an agile resolution.

We strongly suggest using the ASAP feature to raise and track requests in the Partner store/portal. Please avoid other communication channels (Cliq, etc.) for a better experience, as it is challenging to track those enquiries and work internally with teams and meet SLAs.

Communicate and set the right expectations for the end customer about requests. For example, differentiating bugs from feature limitations, or advanced versus extended support requirements from Zoho.

You can screen record your debugging or steps performed to isolate customer-reported issues and send it across to the team attached in the request.

Each user from customer-facing roles in the company must undergo product/feature training, using the available product resources, LMS, and our training & certification team.