FAQs: Customer support

FAQs: Customer support

1. What are the various sources of cases?

The various sources of cases are the different means through which a customer contacts a company.
Cases are generally generated through telephone calls, website portal visits and e-mails. In general, case trouble tickets are used to capture customer feedback on various types of issues that arise after purchasing a product or service from your company.

Here are the different ways to add cases:
  • Customer phone call: Add a case manually, based on the telephonic conversations that you've had with customers.
  • E-mail message: Add a case manually, using the Outlook Plug-in when a customer sends an e-mail to your Outlook mail client.
  • Website portal: Capture the cases from your website using the Webform

2. Is it possible to send replies to customer queries from the Cases module?

No, you cannot send replies to customer queries from the Cases module by default. However, you can create a custom email field for
the cases module and create a custom button to trigger the email.

Here's how you can create a Custom button in the Cases module for sending emails:
  1. Click on Setup > Customization > Modules and Fields.
  2. Select Cases> Links and buttons> + New Buttons.

  3. Specify the button name and add a description.

  4. Select View Page option from the drop-down in the button placement option.
  5. Choose Invoke a URL from the drop-down, the action you want this button to perform.
  6. In the Construct your URL section, choose the profiles where you would like to see the buttons and the fields from the drop-down for which you want to enable it.
  7. Click Save.
Learn more about Using Custom Buttons.

3. Why are cases submitted through websites not captured in the Cases module?

Sometimes, cases submitted through websites may not be not captured in the Cases module if:

  • HTTP is being used in your web form HTML codes. This needs to be changed to HTTPS in the Form Action.
  • There are changes in the web form script.
  • You are using the incorrect domain name.  
  • The web form is inactive.
  • You don't have the permission to view cases.
  • The necessary web form action entries in your HTML page have been removed while customizing the webform.

4. Can I change the format of the Case Number?

No, you cannot change the format of the Case Number which appears by default. However, you can hide the Case Number field (Auto Number field type) and create a custom field as per your requirements.

To hide fields:
  1. Log in to Zoho CRM with Administrator's privilege.
  2. Click Setup > Customization > Modules and Fields.
  3. Select the desired module and click Layouts.
  4. In the Layouts page, drag and drop the field to the List of Unused Fields section.
  5. Click Save.
To add custom fields:
  1. Log in to Zoho CRM with Administrator's privilege.
  2. Click Setup > Customization > Modules and Fields.
  3. Click the desired module. The Layout Editor will open.
  4. From the New Fields Tray on the left, drag and drop the required field type into the desired module section on the right.
  5. Name the field and define the Field Properties as required for the field.
  6. Click Save Layout.


5. In my webform, the entries are not getting associated to the relevant contacts. What should I do?

To ensure that your entries are associated to the right contacts, add the Reported By Field to your webform.






We hope that this list of frequently asked questions about Customer Support are informative. If you still have questions that haven't been addressed, please let us know here. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!


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