Where can I specify the support email address for a particular department?
To configure Support Email Address to a Department, you have to setup Mail Server for that Department.
As soon as Department is created (Goto Setup > Admin Settings > Mail Server Settings >Create Mail Account) associate the Department to setup Email Address for the Department.
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Can I specify multiple support email address for a single department?
Yes, you can configure multiple Email Address to the same Department. While adding Mail Account under Mail Server Settings, associate the Department name. For example, you can associate xyz@zohocorp.com & abc@zohocorp.com to a single Department, so ...
Can I change a Support Reps e-mail address?
Certainly, a Support Agents email address can be changed. However, it has to be changed by the individual Support Agent only. To change the e-mail address, Goto Setup > Personal Settings > My Zoho Account > Click Email Address, add new e-mail ID. ...
What is the EMAIL ID in Mail Server Settings
Email ID is your POP account email address. It can be like support@yourdomain.com or sales@yourdomain.com, etc
Can I notify customers when a request is updated with a particular status?
Yes, you can notify customers when requests are updated with a particular Status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup > Workflow Settings > Workflow rule > Create new rule for Request module. Then create alert, Goto ...
Can I update a particular field based on the incoming Request?
Yes, you can update a particular field using WorkFlow Assignment Values. Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule. For detailed help to create workflow ...