If you've worked through the earlier checks in this series and you're still stuck, it's time to raise a support ticket. A well-written ticket gets resolved faster, so a couple of minutes spent on the details here saves everyone time later.
Is this a critical issue? For the fastest possible response, call the office directly on 0117 313 7600 rather than waiting on a ticket.
Best practice for raising a ticket
- One ticket per issue. Even if several problems seem connected, log each one separately and simply reference the related ticket numbers in each. This keeps investigation focused and makes it far easier to track resolution on each individual point.
- Product name. Tell us which Zoho product is primarily causing the issue. If it's genuinely affecting the whole platform, choose Zoho generally, or name the specific bundle if it looks like it might involve several products within it.
- Super admin email address. You might not be the super admin yourself, but please include their email address, since some fixes can only be actioned by that account.
- Subject. Be short but specific. "Issue with Zoho CRM" tells us very little, whereas "Zoho CRM can't integrate email to Office 365" lets us start investigating immediately.
- Description. This is where detail pays off. Explain what you were doing, what happened, what you expected to happen instead, and roughly how much it's affecting your work.
- Attach a file. Screenshots and short screen recordings are enormously helpful. Our Zoho Annotator guide explains how to capture and share exactly what you're seeing. Zoho Annotator is a browser free plugin.
Choosing the right priority
Zoho's own priority labels can sound a little formal, so here's what they actually mean in practice.
| Priority |
What it means |
| 1: Critical | Everything has stopped. Nobody can work, an account is completely inaccessible, data looks wrong or missing, or the whole system is down. This is the level that genuinely stops the business functioning. |
| 2: Moderate | Things still work, but not properly. A feature is giving incorrect results, running inconsistently, or behaving differently to how the documentation says it should. |
| 3: Minimal | A minor inconvenience with a workaround already available, for example through existing online help articles, or something your own team could resolve with a small script, function, or configuration change. |
Need help? If you'd rather talk it through than fill in a form, our team is happy to help.
Book a discovery call with 1 Cloud Consultants.