2. Why am I unable to deactivate the Zoho Advanced Analytics integration with CRM? 

3. Why are my reports not being reflected in my dashboards despite data inflow in CRM?

4.  What should I do if the updated reports are not being reflected in my account?

If the problem persists, contact our support team at support@zohocrm.com.

 

5. Why hasn't all of my data synced after syncing my CRM with Zoho Analytics? 

6. Why is nothing happening when I click Advanced Analytics for CRM?

7. Why I am getting an error stating "Sorry an unexpected error during synchronization" while adding a new fields under Advanced Analytics for CRM setting?

8. Why am I getting an error stating "Invalid value passed in parameter" when clicking Advanced Analytics for CRM? 

9. Why have I received an email titled 'Setup Process Failed'/'Synchronization Process Failed' right after the Zoho CRM and Advanced Analytics integration?

1. Go to your Zoho Advanced Analytics account
2. Choose your workspace
3. Click on the data sources and choose the required source from the list.
4. Click the Refresh button
   

10. Why is the stage history of Zoho CRM is not being pushed to Zoho Analytics 

1. Go to your Zoho Advanced Analytics account with an administrator profile.
2. Click on Import Your Data.
   
3. Select Zoho CRM App.
4. Click Next in the Zoho CRM Advanced Analytics Setup page.
   

5. Select the Stage History option from the modules list
   
6. Click Create. 

Troubleshooting Zoho Campaigns integration with Zoho CRM

1. Why aren't all of my contacts syncing between Zoho CRM and Campaigns? 

There can be a few reasons why your Zoho CRM contacts are not syncing in Campaigns.

 

No email address has been entered in your customer account:

Double check to ensure there is an email address entered for each of your accounts. Contacts without an email address will be rejected by the system while syncing to Campaigns from your CRM account.

While syncing contacts to your Campaigns account, note the field "Exclude email opt-out." This field prevents you from syncing contacts that have opted out of contact from Zoho CRM.

 

Corresponding fields are not mapped properly :

If the corresponding fields are not mapped correctly, you may experience some issues syncing data between CRM and Campaigns.

 

You can easily fix these issues by re-mapping your fields to correspond. You should also ensure the data you are trying to sync has been correctly mapped in your CRM fields and modules.

 

While syncing, you have the option to retrieve data from CRM to Campaigns. This option helps you sync the data from your CRM to your Campaigns account. You have the option to choose between syncing all data, and data added after a given date and time according to which you will be able to sync your data to Campaigns. If there are few new records, and your data was synced before those records were added, the new records won't be reflected after syncing. In those cases, use the Retrieve Data option.

 

Data security and privacy policy :

Zoho takes data privacy and security seriously. We comply with worldwide data administration and protection laws, such as GDPR and HIPAA.

 

Click here to learn more about GDPR

Click here to learn more about HIPAA 

 

For an overall summary of our privacy policy, click here.

 

Because of various data security compliance procedures, you may not be able to sync all your contacts at once.

Customer consent: 

Many times, customers unsubscribe from company updates, which can include event and product updates, marketing emails, and ads. Consent is listed in your Campaigns account under "Lawful basis for communication."

 

Already an existing Contact :

If there is an identical existing record in your CRM account, duplicates will automatically get rejected in your Campaigns account during syncing. Also, when a record exists in a custom or criteria-based view in CRM, it's not updated in Campaigns.

2.  Why did I get a 'Hard Bounce' message in salesSignal right after sending a campaign?

There can be various reasons for the "Hard Bounce" message in your CRM account. It could be due to the email address entered, parameter failure, or a back-end issue.

You can find the reason for the hard bounce under the Bounces and Auto-Replies field in the Reports tab of your Campaigns account. Once you know the reason, it will be easier for you to troubleshoot the issue by contacting your email service provider or Zoho support team.

 

3. Why is that my campaigns account shows, I have successfully integrated with CRM. However, when I check in my CRM account some error occurs?

While integrating Zoho Campaigns with your CRM account, some errors might have occurred, such as wrong field mapping, configuration-related issues, or customization-related problems.

 

In most cases, you can troubleshoot these errors by simply re-mapping the fields between your Campaigns and CRM accounts. Fields in CRM should be mapped with identical fields (fields that contain the same data type) in Campaigns. For example, the Account Name field in your CRM account should be linked with the Account Name field in your Campaigns account. Proper configuration can also fix these types of problems.

 

 

 

If the problem persists, even after re-evaluating the configuration, delete the integration and try re-integrating it. Keep in mind, re-integration is only advised if neither of the above-mentioned tips help.

 

For more assistance, feel free to contact the CRM support team at: crmsupport@zohocrm.com

4. Why am I getting a 'permission denied' error while trying to integrate campaigns with CRM?

Check that your profile has permission to add extensions. If you don't have proper permission, the "permission denied" error occurs.

 

Check with your system Admin to make sure you have permission to integrate Marketplace apps with your CRM account.

 

For a user with a standard profile, permission to access extensions is denied by default. You need Admin-level permission, or an Admin profile, to access Marketplace extensions.

 

 

5. Why do I still see the layout for Zoho Campaigns, even though I have deleted the integration?

When you delete something from CRM, it remains in the Recycle Bin. To delete the integration permanently, you need to delete it from the Recycle Bin as well. Deleted items remain in your CRM account until they have been permanently deleted.

 

Once you delete the Campaigns layout from your Recycle Bin, it won't be visible in your account anymore.

6. Why am I getting the error message, "your org is already integrated" when trying to integrate Campaigns with my CRM account?

This error will occur when you try to integrate your CRM account with Campaigns from an account that has already been linked.

 

If you don't remember integrating your account previously, check whether your CRM account has truly been integrated, and if so, try deleting the previous integration.

 

If your account has never been, or is not already linked to Zoho Campaigns, but you are getting the same error, please reach out to our CRM support team at: crmsupport@zohocrm.com  

 

7 . Why am I unable to view the image in campaigns record, even though I can preview it?

This type of issue arises when a user with different profile permission from that of the viewer creates a record. Say, for example, there are two default profiles in your CRM account— Standard and Admin. These profiles have different permissions to access and perform different tasks and functions.

 

You can fix this issue by enabling permission to view the image in Custom Fields under Roles and Privileges in your Zoho Campaigns account.

8. Why am I unable to copy the customization field after deleting the Campaigns integration?

To copy the customization field from your CRM account, you need to disable the integration between your CRM and Campaigns accounts. Deleting the integration will unlink all the data between Campaigns and CRM. All synced data will be deleted, and you won't be able to sync any live data.

 

To prevent this issue, don't delete or deactivate the integration. Simply disable the integration, and you will still be able to copy the customization in your CRM account.

 

 

On the Disable Integration page, you can choose between two options: Deactivate and Disable. Always select Disable to copy customization.

  

9. Why isn't my Member status is being updated in campaigns module of Zoho CRM?

Check whether Update Campaign Member Status in CRM is enabled in your Campaigns record under Advanced Options. If this option is disabled, your member status for users won't be updated in the Campaigns module in CRM.

10. Why can't I find the Campaigns module in my CRM account? 

It's possible that the Campaigns module has been disabled in your CRM account. To enable it, go to Setup> Customization> Modules and Fields. Then, select the Campaigns module, and click Save.

 

If you can't find the Campaigns module in the Organize Modules tab, check your profile permission. By default, only users with Admin profiles or access can customize modules.

 

   

If these troubleshooting steps don't resolve your problem, please feel free to send us an email at support@zohocrm.com.

Troubleshooting IMAP/POP3

1. During the IMAP/POP3 integration, there is an error message which says "Connect Error" or "Unable to connect".

I. Make sure to enter the accepted port numbers for IMAP/POP3:

1. Ports for incoming: 993 and 143
   
2. Ports for outgoing: 465, 587, and 25

II. Ensure that you are entering the correct server details. To confirm whether the server details are correct, go to https://zohomail.tools/#domainDetails and enter the domain name to check who the email service provider is.

III. Check whether the ports are open. Go to https://zohomail.tools/#portCheck and enter the server name and port number. If the ports are closed, then check with the email service provider to open the ports.

IV. If the ports are open and you are still getting the connect error, try setting up the IMAP/POP3 with the same server details in other applications like MS Outlook, Thunderbird, etc. If it works in the other applications and the error is only in Zoho CRM then you can contact our support team and check with your email service provider to get the correct server details.

V. Check this link to ensure you are using the correct port number:https://www.arclab.com/en/kb/email/list-of-smtp-and-imap-servers-mailserver-list.html

2. During the IMAP/POP3 configuration, there is an error message which says "Authentication Failed" or "Invalid credentials"

1. Make sure that the password you entered is correct. To verify the password, log in to your webmail with the same password by typing in the password instead of using auto-fill.
2. Check whether TFA is enabled in webmail. If it is enabled, generate an app-specific password in the webmail and use the app-specific password in CRM's IMAP/POP3 settings.

If the issue still persists, please contact our support team (support@zohocrm.com).

3. Authentication takes a long time, followed by the "Server Disconnected" error message. 

In most cases, this means that server details are incorrect. Confirm who your email service provider is by going to https://zohomail.tools/#portCheck and entering the domain name of your email address. Once you find out who your email service provider is, enter the correct server details and try again.

4. I am unable to send an email and am seeing the "Authentication unsuccessful" error message.

This happens when the password is incorrect or has expired for the outgoing server details in IMAP/POP3 settings.

1. Go to the IMAP/POP3 settings and update the password.
   
2. Ensure that the password is also updated in the outgoing mail server details.
   

5. Some emails are not displayed in the Emails related list of records.

Open your webmail and check whether the emails are available in the Inbox or Sent Item folder. All the emails in these folders will be synced with CRM. Check the folders in the web version of your email account and not in other applications like MS Outlook as the IMAP sync is only with webmail.

If the emails are present in webmail and not in CRM, contact our support team.

6. "You cannot use this account as it has been used to configure IMAP/POP3. Please use a different account" error shown when I go to the IMAP/POP3 setup

This means that the email address has already been used for IMAP/POP3 configuration in another CRM account. If you know the account it has been configured in, deactivate the IMAP/POP3 in that account and then try configuring IMAP/POP3 in the correct account. If this does not work or you do not know which account it is configured in, contact our support team. 

7. Even though I am a user with the Administrator profile, I get the following error message when I open the Email Settings page: "Permission Denied. Contact your administrator."

This means that another user with the administrator profile has locked the IMAP/POP3 configuration. It must be unlocked before you can access the email settings.

To unlock the configuration,

1. Go to Setup > Users and Control > Security Control > Zoho Mail Add-on User. 
   
2. Click the Unlock Configuration button next to the user's name.
   

8. An email displayed twice in my CRM account. 

If the Store sent messages on the server checkbox is enabled in the IMAP/POP3 Settings page, the emails will be displayed twice. Disable this checkbox to show the emails only once.

9. I get the following error message when I go to Setup > Channels > Emails: "You do not have sufficient permissions to perform this operation. Contact your administrator."

This error message means your email configuration settings are locked. A user with the Administrator profile needs to unlock it for you.

1. Go to Setup > Users and Control > Security Control > Zoho Mail Add-on User.
   
2. The users who have configured IMAP in their CRM accounts are listed here. Once an admin has unlocked configuration settings for you, you will be able to access the Email Setup page. 
   

If an administrator runs into this issue, they will need another administrator to unlock the configuration for them.

1. Confirm the source of the record. Make sure it was not created from the Sheet view or via import.
   
2. If the record source is API , "trigger["workflow"]" must be included in the API json body. The workflows, approvals, and blueprints related to the API will be executed.
   {
   "data": [
   {
   "Company": "Zylker",
   "Last_Name": "Daly",
   "First_Name": "Paul",
   "Email": "example@zylker.com",
   "State": "Texas"
   }
   ],
   "trigger": [
   "approval",
   "workflow",
   "blueprint"
   ]
   }
3. If the record source is a custom function, then the custom function code must be added to execute the workflow:
   zoho.crm.createRecord("Leads", {"Last_Name" : "test"}, {"trigger" : ["workflow"]})
4. If the record source is Zoho Forms, make sure that the Trigger CRM workflows action is selected in the Zoho Forms integration page.
   
   
5. Check that the record meets the criteria specified in the workflow.
   
1. Common error which may cause this:
   The workflow has a criteria that "Subscription Is Overdue" but the record was created as "Subscription Is Over-due". The hyphen will prevent the system from triggering the workflow. 
2. Solution:
   A possible fix here would be 'Subscription Starts with "Over"' or 'Ends with "due"'
6. If you have several conditions, they will be triggered based on a nested If statement.
   
1. Common errors which may cause this:
   1st condition: Annual revenue < 1000
   2nd condition: Annual revenue < 100
   3rd condition: Annual revenue < 10
   Now, if you create a record with Annual revenue as 9 or 99 or 999, it will always only trigger the first condition because 9, 99, and 999 are all under 1000. In this case, you will have to reorder the conditions as follows:
2. Solution:
   1st Condition: Annual revenue < 10
   2nd condition: Annual revenue < 100
   3rd Condition: Annual revenue < 1000
   Now, if you create a record with the annual revenue as 9, it will trigger the first condition and if you create one with an annual revenue of 99, it will skip the first and proceed to the second condition. To summarize, the system will only check the second condition in the workflow rule if the record does not match the first condition. 

1. Check if the "Repeat" checkbox is selected in the first step, the Convert action will be hidden.
   Reason: This is similar to why scheduled actions aren't available when Repeat is checked. If a lead is auto-converted when the lead status is Qualified, the record will no longer be in the Leads module, so it does not make sense to show the Convert option when the workflow is set to repeat.
2. If the criteria is empty, the Convert option will not be available.
   
   

1. Check that the email recipient was chosen appropriately.
   Common errors: The Email field was selected as the recipient but the email address is actually in the Secondary Email field.
1. Check if Email Opt-out is enabled.
   
2. Check if the daily email limit has been hit.
   
   

1. Go to Setup > Actions > Functions > Failures to find out the reason. 
   Common errors: The code is mapped to get a value from another record which is empty. For example, the code is set to fetch the Account Type and update it in the Contacts module. If the Account Type is empty, the code will run into an error and the workflow will not be triggered.
2. The 'Day limit reached' error indicates that the limit for the day has been exceeded.
   
3. Check whether the custom function calls are exhausted. If they are, you can either purchase additional calls or optimize your code.

Troubleshooting Data Backup

t that the field value or name of the record is correct. If everything looks fine in CRM, email us at support@zohocrm.com with your issue description and a screenshot of the file showing where the data is garbled or missing and the record IDs for that data, so we can check from the backend.

5. There are missing emails from the data backup file which are still available in CRM.

Please check whether the missing emails were synced to CRM from an IMAP account. Data backup is not currently supported for emails with IMAP configuration.

We currently only back up emails from the following sources:

1. Individual emails
   
2. Workflow alerts
   
3. Calendar booking emails
   
4. Mass emails
   
5. Event invitations
   
6. Mail merges
   
7. Autoresponders
   

6. I have scheduled a data backup in Zoho CRM but I do not see the option to download my data, just the date of the next backup. What happened to the data backup which I scheduled?

The backup download link is only available for 7 days from the date of backup. In the above screenshot, the data backup was ready to download on December 16th so the link would have been active until December 22nd. You will receive an email notification from Zoho CRM when the data backup is completed and ready to download so that you will not miss it.

The email will be sent from systemgenerated@zohocrm.com and the subject of the email will be "Zoho CRM Notification - Zoho Data Backup Completed".

7. In the data backup file, the Account Name field is missing for the Contacts module, and only the Account ID is shown. Why is this?

All record associations are maintained using IDs, so we include these in the backup, which can be used for re-importing the file or referencing the record in CRM. We do not include the Account Name in the backup file, but it will be available in the export file if you choose to export data.

Troubleshooting Zoho CRM integration with Zoho Desk

1. Why am I unable to integrate Zoho Desk with Zoho CRM?

Profile/Permission: By default in your CRM, those who have admin level permissions or an admin profile have access privilege for extensions. You won't be able to integrate marketplace apps into your CRM unless you have the appropriate permission or profile. If you can't integrate Zoho Desk with your Zoho CRM, check with your local admin.

 

API key disabled: This can occur if the user is disabled at the time of integration, so the API key may have been disabled. The admin can enable the user and proceed with the integration.

 

Account Disabled: Contacts, Deals, and Accounts module are the default modules in CRM that show Zoho Desk tickets on their related lists. If the accounts module has been disabled or the account name field is in the Unused Fields in the Contacts module of your CRM account, the integration will fail. Make sure that the account name field is present.

 

Account already exists: If your CRM account is already mapped to the Desk account with some other organization, an error message of 'your org is already integrated' will be thrown. If you don't know or remember doing this, first check whether your CRM account has already been integrated. If so, try deleting that previous integration.

 

If your account is not linked to Zoho Desk but you are getting this error, please feel free to reach out to our CRM support team at crmsupport@zohocrm.com.

 

Data Breakage: There may be breakage during integration while the data is getting synced between the CRM and the Desk account. This issue is generally resolved by running migration and integrating CRM with DESK again.

 

If you are not sure about the reason your integration failed, feel free to contact our support team at crmsupport@zohocrm.com

 

 

2. Why is the Zoho Desk related list not showing for my custom module's record in my CRM account?

This is because the CRM Related list has not been enabled for that custom module in Zoho Desk Integration page of your CRM account.

To enable it, go to Zoho CRM > Settings > Marketplace > Zoho > Zoho Desk > Manage > Choose the custom module, then save the configuration

 

 

3. I have created a ticket under the Contacts record details page but it is showing no ticket found, although the ticket is available in Desk

The ticket may have been created in a different department from the department wherein the user (agent) is active.

Confirm who holds the department permission in order to view the tickets. You can give permission to the user for that department in your organization, if you want them to view corresponding tickets of those departments.

 

Go to Zoho Desk Account > Settings > General > Department, and ensure the user is active under the respective department.

 

4. Why am I getting a 'CRM integration is not authorized for the portal' alert while saving Zoho CRM and Desk Synchronization settings under Zoho Desk ?

You may have downgraded your CRM edition to an edition that does not support extensions. You need to check the feature availability for different editions of Zoho CRM available for subscription.

Click here for feature availability.

 

Please ensure that your account is not downgraded to the Free edition of Zoho CRM.

 

 

5. Why is there no option called '+ New' in the Zoho Desk related list in the contacts module of my CRM account?

This issue can occur if your contact doesn't hold the 'email address' field value in the records. Please ensure that email address is present and you will be able to view the '+ New' tab in Zoho Desk related list.

 

 

 

6. Why is the Zoho Desk module not available in the module listing though I can see the desk module under the organize module tab as well as in the Zoho Desk related list?

This is an intermittent issue that can be fixed by creating a dummy ticket through the Zoho Desk related list under any contact or account. This will refresh the account, and Desk module will be enabled in your CRM account.

 

7. Why aren't my contacts in CRM getting synced with Desk?

 

Your instant sync has either been stopped or paused. You need to resume the sync from the Zoho Desk Integration page in your CRM.

 

To resume, go to Zoho CRM > Settings > Marketplace > Zoho > Zoho Desk > Manage > Sync Settings > Resume Sync.

 

 

8. When I deleted a record from my CRM account, why did it get deleted from the Desk account as well?

 

This is because the preferences have been set such that if any record under the contacts or accounts module is deleted the corresponding record will be deleted from the Desk account as well.

 

You need to change the preference from the Desk > Settings > Marketplace > Zoho > Zoho CRM > Preferences.

 

If you don't want your records to be deleted from CRM or Desk, select 'Never Delete' in the corresponding boxes.

 

Troubleshooting Webforms

1. If the Submit button in the webform is not working.

1. Check if it works in other browsers.
   
2. Re-embed the code from Zoho CRM on to the website.
   
3. Make sure that the Submit functionality attributes are not removed from the source code, i.e.: "type=submit". If this is removed, the Submit button will not respond.
   

If these suggestions do not work, write to us at  support@zohocorp.com and make sure to include the webform URL where the code is embedded in the email.

2. If the records submitted through the webform are not updated or visible in the modules.

1. Check the Approve Leads section.
   
1. Go to the Leads module and click on the three dots in the top-right corner.
   
2. Select Approve Leads and check each of the three views:
   
1. Unique Leads
   
2. Duplicate Leads
   
3. Invalid Entries.
   
   
2. Check if Double opt-in is enabled. Disable it from the Webform Setup page as shown in the screenshot.
   Note: Enabling the double opt-in mechanism for webforms will mean that customers who submit their information will have to confirm their submission before their data is pushed into Zoho CRM.
   
   
3. Check that the Form Location URL in CRM > Setup > Webforms > Edit the form > Form location is the same as it is on the website.
   
1. Even a small difference can cause problems. For example, the form was embedded on "https://www.domain.com/contactus%22 but the form location was entered in CRM as "https://www.domain.com/contact%22 ("us" is missing). Or you may have entered "http://" but the actual page is "https://". So be careful to verify every character of the URL.
   
4. Check whether the record is available in the Recently Created or All Leads view. You can also search for any of the values submitted through the webform in the global search, such as last name, email address, or phone number.
   
5. If a record is found to be a duplicate based on its unique field in the CRM, it will automatically be moved to the Approve Leads section, under either Duplicate Leads or Invalid Entries, even if lead approval is disabled. This is due to CRM validating records according to the validation rules and unique field properties you have set.
   

3. When a record is submitted from a webform, workflow rules are not triggered. 

1. The workflow will not be triggered if the record is waiting for approval. Only when the record is approved, will the workflow execute.
   
2. The workflow will not be triggered if there is a data mismatch.
   

Common causes:

If you have a workflow to assign a task based on the City specified in the form settings, make sure the proper operator is used in the workflow criteria.

For an example, a contact submits a record by entering it as "Charlote" but the actual workflow was created for "Charlotte". There is a spelling error from the customer, so the workflow will not be triggered.

Solution:

1. Change the criteria to 'City Contains "Charlo"' or 'starts with "Charlot" 'or 'City Contains "Charlote, Charlotte, Charlot"' using comma separated values, so that the workflow will still be triggered even when common typos are made.
   
   
2. If the record was submitted via Zoho Forms, check whether the workflow trigger checkbox is selected in the Zoho Forms integration setup.
   
   

4. A record was submitted via the webform but the notification email was not received.

1. Check that the Notify lead owner option is enabled.
   
   
2. Make sure that the record owners check all their webmail folders including the inbox, filters, junk, and spam.
   
3. If these solutions did not help, please contact us with the record ID, the date and time of record creation, and the email address of the owner who did not receive the email so we can investigate.
   

5. How can I prevent spam records which are submitted via webforms from being added to Zoho CRM?

You can avoid spam records entering your CRM by enabling CAPTCHA, or Record Approval or using the Validation Rule feature. Even if a bot bypasses CAPTCHA, it cannot get past the validation rule in CRM. Spam records will then be moved to Invalid entries in the Leads Approval page.

Solution 1: Using validation rules

Imagine that contact fills in the Phone field using phoneword (1800-Zylker, 1800-Logica) instead of complete phone number. We can validate this data by creating a validation rule in CRM as shown here:

When a record is submitted with letters in the phone number, it will not be created in CRM but will instead go to the the Invalid entries list in the Approve Leads section as show below.

Solution 2: Adding standard CAPTCHA

The default CAPTCHA code in CRM can be added to webforms to avoid spam entries.

Solution 3: Google reCAPTCHA

You can use Google CAPTCHA to avoid spam leads by any bot or hackers.

Make sure the site key and secret key exactly match the ones provided in the ReCAPTCHA settings in Google. If the leads are still flagged as spam, contact us with the lead ID and the URL of the page where the webform is embedded so that we can troubleshoot.

6. Records submitted through the webform have Not Provided as the value in the Last Name.

1. Go to the record's timeline and check whether it was created via a webform. If the value for the Last Name field is Not Provided, this means that the Last Name field was not set as mandatory. This means that the checkMandatory() function was altered in the source code. The only way to fix this is to re-embed the code from CRM on the webpage without altering the source code.
   
2. If this does not work, send us the record ID, date and time of record creation, web page URL, and the form's code.
   

7. The mandatory field in the webform is not working

Check whether multiple webforms have been added to the same page. If yes, then get the HTML code and check the following:

1. The return checkMandatory 12345XXXXXX() and function checkMandatory 12345xxxxxx() are identical.
   
2. No changes or edits have been made to the variable in the checkMandatory 12345xxxxxx() function.
   
   
   

8. The file submitted through the File Upload field in the webform is not available in the records

Check whether the file storage limit has been exceeded. Go to Setup > Data Administration > Storage > File Storage.

9. How can you make the webform compatible with mobile browsers?

Zoho CRM webform is not mobile responsive, however we suggest that you use top alignment when creating your webforms, to make them more mobile friendly.

10. Upon submitting webform, a new form opens instead of the landing page.

To make sure the lead is directed to the landing page, ensure the right URL is specified in the Landing Page URL section too.

1. Go to Setup > Developer Space > Webforms.
   
2. Select the webform that you have created and click on Next Step.
   
3. Under Form Details, enter the desired URL to which you want to direct your lead on submitting the form. 
   

Note: You have to use the newly generated code and host in your website to apply the recent changes you have made to your web form.

Troubleshooting Email Templates

1. Product details are not populated in the table created in a template.

Product details will only be available if the default product table in the template has been added. If the fields in the Product Details section are added separately, the values of those fields will not be supported.

2. I received an error message that the template exceeds 200,000 characters.

This issue occurs due to copying and pasting content from one source to another. This will result in "<! xml content !>" appearing in the template. This should be removed.

1. Open the template which you created that is not being saved.
   
2. Right click on the content and choose Inspect Element.
   
3. Select Console on the bottom tab.
   
4. Search for "<CENTER>" , then right click and choose edit as html.
   
5. Remove the content in the section and copy and paste the new content from the attachment, then click Save.
   

3. The template looked perfect when I created it but looks misaligned on the print preview.

Try the print preview of the template in different browsers. If it only looks misaligned in one specific browser, you might need to update the browser. If it still looks wrong, send the html code of the content to our support team so we can provide further assistance. 

4. What is the maximum number of contacts that can be associated with an account for the mail merge to work?

A maximum of 100 contacts can be associated with an account for mail merge to work. For example, if you have 130 contacts associated with one account record, mail merge will only work for the first 100 contacts. The mail merge will be sent to the most recent 100 records created.

5. I am not able to send emails from the Accounts module, but there is an option to create an email template.

The template for the Accounts module is used to send email notifications through automation workflows and blueprints.

For example:

You want to notify certain users via email when a new account is created.

An email template must be created with the details of the account using the merge fields from the Accounts module. Then the email template must be associated with the workflow rule as an action.

6. Can I increase the product image's size in the template? 

No, you cannot increase the product image size in a template when you use the field(${product.product image}) field. The image file you upload to the field will determine the size it renders in the template.]

"We cannot adjust the product's image in the Inventory template." The image size uploaded in the product record will reflect in templates. Hence, if you would like to adjust the size, adjust them in the Product's record and generate the template which will reflect in the templates.

7. The Product Description merge field in the template is not pulling the value from the line item.

Please ensure that the ${Quotes.Product Description} field is used in the template and not ${Quotes.Description}. This is a common error.

8. In the product line item section of the template, Grand Total does not show the value although the value is visible in the record.

If there are custom fields such as Grand Total, Discount, or Subtotal that are similar to the system-defined fields, conflicts may occur with the values. In this case, make sure that the relevant modules do not have any custom fields with the field name Grand Total. 

9. An image URL that is inserted in the email template is shown as a broken image.

Make sure that the inserted image URL works independently in the browser as a public URL. If it does, reach out to the website domain and get it fixed.

10. An image inserted in the HTML template is blank but it works in the HTML testing tool. 

If the image inserted is blank, chances are that it has been inserted as a background image, since Zoho CRM's email templates do not support background images. Please check whether "background-image: url" appears in the HTML.

11. How can I avoid a gray background in a template?

1. Edit your template.
   
2. Click Background under All Components.
   
3. Change the Outer Color. You can insert the required Hexa code (HTML color code).
   

Troubleshooting Email Parser

1. The parser email is in the invalid email section.

Reason

1. The content in the email doesn't match the content of the parser
   
2. The content in the email has different spacing or merges the characters in the same line
   

This is the valid format for parser content:

This is the email sent to parser:

Solution

1. Ensure that the content of the parser is the same as the content in the email.
   
2. Ensure that the spacing and format are the same as the parser content.
   
3. Ensure that delimiters are used properly and sample data is provider after the delimiter.
   
4. Ensure that the field values are mapped to the correct fields.
   

2. When the parser email is sent, it does not appear in either the received email or the invalid email section.

Ensure that the email is sent to the correct parser email address and the from email address is added to the list of approved email addresses.

3. I want emails received to my inbox to be sent to the parser email using forwarding options.

Yes, it is possible to add the parser email address for forwarding emails. However, if an email is sent from your email service provider to confirm the mailbox, this will not work since the parser email address does not have a mailbox to receive the email.

4. I am unable to parse picklist fields in the parser settings?

You will be able to map only those fields that accept dynamic values such as,

1. Single line
   
2. Multi line
   
3. Phone
   
4. Decimal
   
5. Email
   
6. Integer
   
7. Currency 
   

5. I clicked "Update" after I entered the approved email address and the next time I opened the parser settings, the approved email address was missing.

Ensure you enter the email address and click the Add button next to it or press Enter or Return on your keyboard before you click Update.

6. I would like to update an existing record via the email parser.

The email parser can only create new records. It is not possible to update existing records using parser.

7. What is the file size limit for attachments added via email parser?

Up to 5MB can be attached to the record. Multiple files can be attached in the attachment section as long as the total size does not exceed 5MB.

8. When a currency value is added, the value is not populated in the field.

When mapping a currency field, do not add any currency symbols, such as "$". Once the record is created, the currency sign will be automatically populated in the value by the system.

9. Which delimiters can be added while creating the parser content?

There are only three types of delimiters (: colon, ; semicolon, = equals) that can be used in the content to add it to the CRM account.

Troubleshooting Mass Emails

1. How can I see how many records are eligible to be sent mass emails?

Open the List View, filter the records using the smart filter for "email is not empty", "email is not blocked", "email opt out is not selected". This will give the exact number of records which will be sent the mass email.

2. Mass emails sent from CRM are landing in recipients' spam folders.

Perform the email authentication and email relay.

Contact our support team (support@zohocrm.com) to whitelist the IP addresses used by Zoho CRM.

3. If more records are selected than the daily limit, will the email be automatically sent on the next day?

Emails will not be sent automatically on the next day. You will have to filter the records using the smart filter set to "Email status" > "Not sent" > "Yesterday" to find the records that were skipped due to limits and then send the mass email to those records.

4. The Sent Email Statistics show incorrect information when compared with the result of using the smart filter.

Go to the audit log and check whether any records were deleted or converted after the mass email was sent. 

5. Why are the Sent Email Stats are in a different language?

The language selected in the personal settings of the sender determines what language the Sent Email Stats are displayed in.

6. Is it possible to send mass email to leads or contacts associated with a campaign?

Yes, it is possible to send mass email to leads associated with a campaign by following these steps: 

1. Open the campaign record
   
2. Select the records from the related list
   
3. Click Send Email.
   
   

7. Can a user edit a mass email schedule which was created by a different user?

A mass email schedule can only be edited, stopped, or started by the user who created it. Other users can only view or delete the email.

8. When does the daily limit for mass emails reset?

The mass email limit will be reset based on the time zone set on the company details page.

9. Which email server are the mass emails sent from?

If an email relay is configured, emails will be sent via the company's server. If not, they will be sent via Zoho's server. 

Troubleshooting BCC Dropbox

1. I have set the search pattern to "Search for the recipient's email address in Contacts and Leads. If there are no matching records, then do not create any new records" but new records are still being created.

A new record will be created if the email address of the lead or contact exists in a record that is under either of the following sections:

1. Approve Leads section
   
2. Converted Leads section
   
3. Recycle Bin.
   

To check whether this is the case:

1. Enter the value in the global search and ensure that there is no existing record with the email address.
   
2. Check in the Converted Leads view. Go to the Leads module > Converted Leads view > Smart filters > Email and enter the value then click Apply and ensure that no record exists with the same email address.
   
3. Check in the Approve Leads or Contact section. Go to the Leads module > click the three dots icon and click Approve leads and ensure that no record exists with the same email address.
   
4. Check the recycle bin and ensure that no record exists with the same email address.

2. New records are not being created from emails sent to the BCC dropbox email address

Records are created based on the Search Pattern and the approved email addresses. 

1. Make sure to choose the right option in the Search Pattern to Search in Leads/Contacts, if not Create the record. 
2. Check that the From email address is added to the list of approved email addresses.
   

3. Will BCC dropbox emails and their attachments be included in data backups?

Yes, the emails will be available in the email .CSV file and the attachments in the attachments file.

4. How many email addresses can be added to the approved email list?

Up to 10 email addresses added to the list of approved email addresses.

5. Why can't I see "Leads" or "Contacts" in the search pattern?

The user who is trying to create BCC might not have permission to access the Leads or Contacts module. Check with your administrator.

6. Will BCC emails sync if the email address is in the Secondary Email field?

Yes, emails which are sent to the secondary email address of a contact will be synced in Zoho CRM.

Troubleshooting Email Relay

1. Why am I getting an authentication failure error?

1. Make sure that the password you entered is correct. To verify the password, log in to your webmail with the same password by typing in the password instead of using auto-fill.
   
2. Check whether TFA is enabled in webmail. If it is enabled, generate an app-specific password in webmail and use the app-specific password in CRM's IMAP settings.
   
3. Whitelist our IP's listed in this help document.
   

If the issue persists, please contact our support team (support@zohocrm.com).

2. Why did email relay fail?

After three repeated failures a day, the user will be sent a warning email notifying them of the authentication failure, containing the reason for the failure. The relay server will not be used to send emails until the next day.

Note: If the outbound emails fail to deliver from the relay server for any reason, they will be sent via Zoho CRM's server.

3. Should I configure email relay and email authentication for every user?

No, email relay and email authentication work based on the domain, not based on the user email addressed, so there is no need to verify each email address individually. If you have users with different domains, you will need to verify each domain in email authentication and in email relay.

4. Why is bounce processing happening for the emails sent via relay?

When configuring email relay, ensure that the Bounce Management with Zoho CRM checkbox is enabled. If it is not enabled, ensure that there is a proper email address in the return path. If you have checked both of these and the issue persists, contact support  ( support@zohocrm.com ).