Submitting a Support Request
Submitting a Support Request
Valid options for a formal standard support request are email, portal, and phone. For emergency support, please use phone for the best response.
Providing the following required information when opening a ticket. Missing information may delay response or require follow-up before troubleshooting can begin.
- Contact information including: name, company, and best callback number
If using the support portal option with a valid account, this information will already be filled in for you. - Affected users/devices/locations/systems, including business impact and urgency
Describe who or what is affected and how the issue is impacting work. - Problem description, timing, errors/screenshots
Screenshots and error messages are especially helpful in finding solutions. "It doesn't work" is not. - Security or data-loss concerns (if applicable)
If you suspect a security issue, lost data, unauthorized access, or accidental disclosure, include that information right away and avoid making unnecessary changes until the issue has been reviewed.
Providing the following optional information when opening a ticket to further expedite a solution.
- Workaround, recent changes, related tickets
Has anything recently changed? What have you tried already? Is this a recurring issue? - Deadline
Is this issue impacting another project or service?
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