Zoho support
Zoho Support Guidelines
What to check before you raise a ticket, how we handle access to your Zoho instance, and what to expect once you've submitted one.
Is It Actually A Zoho Issue?
Before raising a ticket, a few quick checks can save everyone time, and sometimes solve the problem outright:
- Try a different browser. If the issue doesn't happen there, it's likely a browser problem, clearing your cache and history is worth trying first.
- Try a different machine, yours or a colleague's, to see if it's specific to one computer.
- Ask a colleague if they're seeing the same thing. It helps us know whether this is a user-specific issue or affecting everyone.
- Check whether Zoho itself is having problems. Look at the address bar when logged into a Zoho app, crm.zoho.com, crm.zoho.eu, crm.zoho.in, that tells you which data centre you're on, then check its status directly: status.zoho.com, status.zoho.eu, status.zoho.in.
- If you've integrated Zoho with a third-party tool, consider whether that integration, not Zoho itself, could be the actual cause.
One Issue Per Ticket
Please raise a separate ticket for each distinct issue, even if a few things come up at once. We can split a mixed ticket apart in Zoho Desk, but it's simpler to start clean, it keeps each issue's history together and avoids confusing, threaded responses covering several unrelated problems at once.
How We Access Your Zoho Instance
We don't have direct access to your Zoho account, you grant it. Our preferred method is a unique login for our team, which has some genuine advantages, though we understand that can carry licence cost implications. As a common alternative, we can work via shared passwords, stored securely in Zoho Vault.
If you use MFA, we'll need to coordinate a time to share the necessary codes with you. Temporarily disabling MFA is possible but not something we'd recommend for most clients.
If we log in from a location Zoho doesn't recognise as your normal place of operation, a One-Time Password gets sent to your email. These are time-sensitive, so we'll need to arrange a suitable time to use them together.
Do They Have Authority?
We usually work closely with specific people on your team. If a ticket comes from someone new to us, we'll need to confirm they have the right permissions before making changes or accessing data. These requests are almost always legitimate, but please let us know whenever someone new joins your team who'll be dealing with your Zoho instance, it keeps things smooth and secure for everyone.
What To Expect After You Submit A Ticket
All tickets default to Severity 3, Minimal Business Impact, unless you tell us otherwise when raising it. For clients with an agreed Zoho support contract in place, our response times by severity:
| Severity | First Response | Problem Determination |
|---|---|---|
| 1, Critical | 2 working hours | 4 to 8 working hours |
| 2, Moderate | 4 working hours | 8 to 12 working hours |
| 3, Minimal | 8 working hours | 16 working hours |
It's common for first response and problem determination to arrive as a single reply. If we need to escalate to Zoho directly, their own SLA runs up to 3 working hours for a Severity 1 issue, though in our experience they typically respond faster, and as a Zoho Partner we have escalation paths available if needed.
Don't Have A Support Contract?
You can still get help, on an hourly basis. Buy an hour of remote support and one of our team will contact you to arrange a convenient time.
Worth knowing before you buy: it's rare that a customer has just one question. It's often more efficient to pause first, work out what you're actually trying to achieve, what's stopping you, and bring those points together into one consultation, rather than working through issues one at a time. It tends to be more productive and better value for everyone.