General
[Internal] Theme Override: Create One That Applies to All Client Modules
Introduction This guide provides step-by-step instructions for creating a theme override in the Management Console that applies to all client modules. A theme override is used to take an existing theme and change certain aspects of it (e.g., ...
[Internal] New Module: Create One in the Management Console
Introduction This guide provides step-by-step instructions for creating a new Module in the Management Console Create a New Module 1) Log into the Management Console. 2) Select the client's organizational unit from the dropdown and click ...
[Internal] Gray Filter: Remove From the Background Image
Introduction Some clients prefer to have the gray background filter removed. This guide demonstrates how. Remove the Gray Filter 1) Log into the Management Console, enter into the client's organizational unit and click Administration. ...
[Internal] Header in an Orientation: Resize it
Introduction This document provides step-by-step instructions for adding the appropriate CSS to resize a header in an orientation when creating a theme override. These steps apply when resizing a header in all modules or just a single module. NOTE: ...
[Internal] Images in a Theme: Editing
Introduction This document provides step-by-step instructions for editing images in a theme. 1) The current image will need to be removed first. To remove an image, select the Remove checkbox next to the image and click Save. 2) The "Save ...
[Internal] New Theme: Apply and Review in Management Console
Introduction This document provides step-by-step instructions for applying a new theme in the Management Console and then reviewing it to make sure everything is correct before notifying the client that it is ready. Apply the New Theme 1) On the home ...
[Internal] Theme Override: Create One That Applies to One Client Module
Introduction This guide provides step-by-step instructions for creating a theme override in the Management Console that applies to just one client module. A theme override is used to take an existing theme and change certain aspects of it (e.g., ...
[Internal] Image Override: Create One
Introduction This guide provides step-by-step instructions for creating an image override as part of a theme override. NOTE: Refer to the following guides to create an override: Single module: Create a Theme Override That Applies to One Client Module ...
[Internal] Style (CSS) Override: Create One
Introduction This guide provides step-by-step instructions for creating a style override as part of a theme override by supplying new CSS code. NOTE: Refer to the following guides to create an override: Single module: Create a Theme Override That ...
[Internal] Colors in a Theme: Change Them
Introduction This document provides step-by-step instructions for changing colors in a theme. NOTE: All templates use the same default colors. Changing colors in the theme, to align with the client's colors, involves changing four theme colors: 1) ...
[Internal] Decision PathFork: Resizing
Introduction Decision PathForks expand the width of the page, sometimes under the placeholder image. When this happens, a client may want all of the PathFork options to be the same width. This guide provides step-by-step instructions for resizing a ...
[Internal] New Theme: Create One in Management Console
Introduction This article provides step-by-step instructions for creating a new theme in the Management Console. This process is primarily used when a Next Steps Form Received ticket is received or when the client is upgrading their template. ...
[Internal] Font Override
Introduction This guide provides step-by-step instructions for when a client would like the default font changed on their template . There are steps for when making the change to all modules and separate steps for when making the change to a specific ...
[Internal] Blurry Background Image: Clear it up
Introduction This guide provides step-by-step instructions for clearing up a blurry background image by supplying the appropriate CSS code. Background images become blurry because they "stretch" during scrolling to accommodate the height of the ...
[Internal] Theme Override Index
Introduction This index provides a list of overrides you can make to a theme, which includes a link to the step-by-step guide for doing each one. To jump to a guide, just click on the override. Background Image Blurry Background Image: Clear it up ...
[Internal] Theme Override: Apply it
Introduction This guide provides step-by-step instructions for applying a theme override after all the changes are made. These instructions are for overrides that apply to all client modules, as well as those that apply to one client module. ...
[Internal] Split a Ticket
Introduction: When a client replies to a ticket, it bumps ahead of the line. Zoho Desk gives the option to split a ticket, thereby creating an entirely new ticket. This places the client’s new reply in the order it was received. The best time to ...
[Internal] Schedule Management Console Training Task: Working it
Introduction This document provides step-by-step instructions for working a Schedule Management Console Training task. A Schedule MC Training task is started after a Next Steps Form has been completed. This training on the Management Console will be ...
[Internal] Working Desk Tickets: Best Practices
Introduction This document provides best practices for working desk tickets. Desk tickets are automatically assigned to the Client’s Customer Care Representative. Working a Ticket Each rep should read through their tickets periodically throughout ...
[Internal] Next Steps Received Ticket: Handling Them
Introduction This document provides step-by-step instructions for handling a Next Steps Received ticket from Zoho Desk. Locate Client Handle and Update Client Journey 1) Navigate to the client's account in Zoho CRM. 2) Scroll down to the Account ...
[Internal] Task: Create one
Introduction This document provides step-by-step instructions for creating a task in Zoho CRM. Creating the Task 1) Navigate to the client's account in Zoho CRM. 2) Hover the mouse over Open Activities in the left side menu and click the "+". 3) From ...
[Internal] Desk Ticket: Change the Status
Introduction: This guide shows how to change the status of a Desk ticket. Changing Ticket Status 1) Login to Zoho Desk. The ticket list appears. 2) Locate the ticket whose status you want to change, either by clicking the search icon in the upper ...
[Internal] Desk Ticket: Respond
Introduction: This guide shows how to respond to a Desk ticket. Locate the Ticket 1) Login to Zoho Desk. The ticket list appears. 2) Locate the ticket to respond to, either by clicking the search icon in the upper right, entering the ticket number ...
[Internal] Next Steps Received Ticket: Completing it
Introduction This articles provides step-by-step instructions for how to complete the final process of the Next Steps Received ticket. Add Comments to Ticket 1) In Zoho Desk, locate the Next Steps Received ticket. 2) Add the following comment to the ...
[Internal] Video: Upload to JW Player
Introduction Uploading a video to the Management Console requires two steps. This guide covers the first one: step-by-step instructions for uploading a video to the JW Player. For step two, refer to the Video: Transfer from JW Player to the ...
[Internal] Video: Transfer from JW Player to the Management Console
Introduction Uploading a video to the Management Console requires two steps. This guide covers the second one: step-by-step instructions for transferring a video from JW Player to the Management Console. For step one, refer to the Video: Upload to JW ...
[Internal] Video Thumbnail: Improve
Introduction It's important that all aspects of our client modules look professional and are visually appealing, which includes video thumbnails. A video thumbnail is the image previewed on a video before it starts. This guide gives a couple of ...
[Internal] Video: Add to Welcome, Instruction and Completion Pages
Introduction This document provides step-by-step instructions for adding a video to the Welcome, Instruction or Completion pages. Separate instruction are included for videos on YouTube and JW Player. Get Video from YouTube 1) Navigate to the YouTube ...
[Internal] Video: Upload a Closed Caption File and Preview it
Introduction Clients will occasionally send a closed caption to be applied to a video. This guide includes the step-by-step procedure for doing that using the JW Player. Add Closed Caption to Video 1) Download the closed caption file and rename it to ...
[Internal] Child Handle: Create One
Introduction This guide provides step-by-step instructions for creating a child handle (sub org. unit) for a client. A child handle is usually created for specific departments within an organization which enables the client to specify which users ...
[Internal] Child Handles: Naming Best Practices
Introduction This document provides best practices for naming child handles (sub org units). The term child handles is for internal use only. When speaking with clients, refer to them as sub org units. When creating a child handle, use the following ...
[Internal] Management Console: Add an Admin
Introduction This guide provides step-by-step instructions for adding an admin to the Management Console. 1) Log into the Management Console. 2) Select the client's organizational unit from the dropdown and click Continue. 3) Click Administration. ...
[Internal] CRM: Add a Contact
Introduction This document provides step-by-step instructions for adding an contact in the Zoho CRM app. 1) Navigate to the client's account in Zoho CRM. 2) On the left side menu, click Contacts. 3) In the Contacts section click New. 4) The Contact ...
[Internal] Create a Case
Introduction This document provides step-by-step instructions for creating a case in the Zoho CRM app. When technical support is needed, a case is created in Zoho CRM. Create the Case 1) Navigate to the client's account in Zoho CRM. 2) On the left ...
[Internal] Turnaround Times: Best Practices for Setting Expectations
Introduction This document provides best practices for setting client expectations by communicating turnaround times. It is crucial, when working an issue or project for a client, to provide them with a turnaround time. This sets their expectation ...
[Internal] Intake Screen: Setting up a Pre-Filled Email Address
Introduction Occasionally, a client might want to restrict what email address a user enters when logging into an orientation. At this time, we cannot restrict email addresses. However, we can pre-fill the email field to guide the user to enter that ...
[Internal] Template Email: How to Send from Zoho CRM
Introduction This document provides step-by-step instructions for sending an email template from within Zoho CRM. 1) Open the client account in Zoho CRM. 2) In the left side menu click Contacts. 3) Locate the client's Primary Contact and click on ...
[Internal] Support Guide Index
Introduction This index provides an easy way to jump to any internal support guide without having to navigate to find it . Admin Intake Screen: Setting up a Pre-filled Email Address Organizational Unit: Create a New One Reports: Understanding Them ...
[Internal] Reports: Understanding Them
Introduction This document provides information about understanding Reports. Understanding Reports The Reports page: Key points to understanding Reports: The count in the Usage Report equals the sum of the count in the Completion Report and the count ...
[Internal] Organizational Unit: Create a New One
Introduction This document provides step-by-step instructions for creating a new organizational unit in the Management Console. Create a New Organizational Unit 1) Log into the Management Console. 2) In Choose Organizational Unit click Create New. ...
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