Introducing Support Access: Enhancing Zoho CRM Support Experience

Introducing Support Access: Enhancing Zoho CRM Support Experience

Greetings,

Zoho is pleased to launch Support Access, which enables you to grant temporary access to your Zoho CRM account for a Zoho technical support representative. This allows them to identify and resolve any problems or issues you may be experiencing.

Sometimes, there may be a scheduling delay when a customer reaches out for help to troubleshoot a problem. However, their CRM support team makes every effort available, depending on the issue's intricacy. For example, a support agent will assist a customer immediately if the issue is minor and can be resolved without the need for remote access. Otherwise, the support agent will use Support Access to address the problem.

Providing access
Support Access can be provided for a minimum of one day or a maximum of days the customer selects. Once access is granted, Zoho's technical support representative will be added to your account as a hidden user. This won't affect the user license of your account.


Revoking access
If you feel the issue has been solved by the support team, or if you have solved it by yourself, then you can revoke access anytime you want. Even if the issue isn't solved, you can still revoke access. Eventually, access will expire once it's past the selected date.


Control and visibility
Every customer who provides support access should be aware that their data will be visible to the support team. However, because the customer fully controls support access, they can revoke it whenever they want.
 
Only one support user can access your account at any given time. Once the support person is granted access to your account, they get admin access as well—except for certain actions. Some of these actions are listed below.  
  • Support Access page - The page where you can enable or disable or edit the duration for access will be restricted for the support user.
  • The support user cannot change the user details of other users in that organization.
  • Tab Groups, Mail Merge, Trusted Domains and Workflow Actions by Zoho Flow will be restricted.
  • Manage account subscription.
  • Email permissions (Mass email, Autoresponders, Schedule Mass email, workflow emails)
  • Export Permission - Export, Data backup.
  • Reports Export.
  • Audit Log Export.
  • Generate ZSC Key
  • All options in available in Setup > Company Details.
  • Admin Level Permission.
  • Integrations.
  • Copy customization.
  • Connections will be View-Only.
  • Marketplace restricted.
  • Assignment Rule – We will not allow assigning to Support User.
  • Channels Tab.
  • Sheet and Print View.
  • Max date selection was restricted to 5 years from now, in client.
  • Ask Zia chatbot.
  • Conversation AI in the Zia Tab.
  • Zia voice in the Developer space.
  • Online meeting creation.
  • Data Enrichment.
  • Voice Of Customer.
  • Zia Vision.
  • Zia Voice.
  • Zoho Survey.
  • Connections.
  • Client Script.
  • Social.
Apart from these operations, support users can perform all CRUD (create, read, update, delete) operations on records. The support user is the owner of any records that are added by the support user.      

Note
  • As a customer, if you wish to see all of the changes made by the support user, you can view them in the audit log.


Availability:

Support Access is available for all editions including free editions.