Introducing Zerodha’s New Support Portal

March 20, 2018
Search for any support issues you have

Traders,

As you know, we have grown exponentially over the last 2 years, and have still strived to provide the best possible support experience. We’ve observed that when it comes to the large volumes of support queries we receive every day:

  1. Most support queries are repetitive in nature and in fact have answers already available.
  2. These answers are spread out across Z-Connect, Varsity, or TradingQ&A, making it not very straightforward for clients to find.
  3. Often, queries pertaining to specific aspects of an account (for example, a particular order) do not come with the necessary information (eg: order ID) for our support team to process. This results in a lot of back and forth e-mails significantly delaying query resolution.

To address this issue, we’ve built an all-new support system – Zerodha Support – a manually curated and actively maintained knowledge-base of information, questions and answers pertaining to all aspects of Zerodha, from account opening to trading. In addition, we’ve focused extensively on making these answers discoverable through an intelligent search system. If you’re still unable to find an answer to your query on the Support Portal, you can create a support ticket and track it right from there. The new ticket interface automatically pulls information from your account (orders, holdings, positions etc.) and let’s you pin point the exact issue while writing your query, saving you significant amounts of time. This is a much better and smooth experience than writing e-mails directly to our support e-mail address.

Comprehensive Knowledge Base

With over 400+ topics across 6 broad categories that are updated regularly, the portal has everything you need to know about trading at Zerodha.

Comprehensive

Intelligent search

We’ve put in a lot of effort to make the content discoverable through an intelligent search system.

Intelligent search

Contextual ticket creation

In the unlikely event that you don’t find a solution to your query, you can create a ticket from a topic specific to your query. Not just that; with the hooks we’ve implemented in the portal you can even select a specific transaction or entry (orders, holdings or positions) that you’re facing an issue with when creating a ticket.

Let’s say for example your order was rejected and you couldn’t find the reason, you can create a ticket by selecting the rejected order as shown in these screenshots. This ensures that your tickets are assigned to the appropriate teams and comes with enough contextual information, thus ensuring a quicker resolution.

Search for a topic

Select orders, positions or holdings to specify your issue.

Track all your tickets easily

If you have multiple tickets you can track their progress easily from your dashboard.

Track all your tickets from your dashboard.

View responses to your tickets

Next time you have a query, instead of sending an email (we will soon stop accepting emails on support[at]zerodha.com) head to the all-new Zerodha Support Portal!

Happy Trading

Nithin Kamath

Founder & CEO @ Zerodha, team working towards breaking all barriers that I personally faced as a retail trader for over a decade. Love playing poker, basketball, and guitar. Getting body fat % in single digit is the next personal endeavor :) .

51 comments

  1. Soumen Ghosh says:

    Great. Good Job…… !!!

  2. Prakash says:

    🙂

  3. YASH GUPTA says:

    GREAT WORK DONE BY ZERODHA.

  4. Rahul says:

    @Nithin – Why don’t you guys integrate Heckyl in your platform? Will make you guys surely best in the market if you could do that. Thanks

  5. Ketan Waghela says:

    Hello,

    Thank you for sharing the details on new support portal. I have a small request. if you could link Brokerage and Margin calculator on Kite application. It will be really helpful for us while using Kite app on mobile.

    Thank you,

    Ketan Waghela

  6. Manish Chakraborty says:

    Neat… It never fails to amaze me the innovation that Zerodha brings to the trading community…

  7. puja dutta says:

    congratulation zerodha …great work

  8. A.P says:

    Good upgrade, How come my ticket was closed after 3 useless replies and the problem still persists ?

    When checked from a tech background, follow up after fixing the issue seems not so important to the support team. Please do something about it if this comments section is a better way to deal with overlooked tickets.

    Old charts stuck: #20180308490104

  9. Dinesh Khandelwal says:

    Nithin Sir its too great again ZERODHA provide all types of support for traders, and improving day by day sir i am a commodity trader and i think its time to make a research team for equity or commodity.I know this is hard but as per till today zerodha given best in all things for a trader so in research team provide a way for achieving best results in future.

    Thanks Zerodha thanks Nithin Sir G.

  10. Tuhin Chatterjee says:

    It really sounds good and should prove to be very effective. I would request the team to introduce an “alarm” facility on the Kite-3 trading platform so that we can get pop-up notifications when the price of a particular stock(s) arrive at a certain price level or about to arrive. Your effort to this effect would be highly appreciated.

    Cheers!

  11. vishal says:

    money transfered is taking time to coming in my funds, tckt numb #20180320670250

  12. KULDEEP CHAND says:

    Please! Add 2H, 3H and 4H Chart in KITE Platform. I can use 4H Chart in Kite but 2H and 3H is not available and just for these Timeframes, I use Sharekhan’s TradeTiger.

    Why not just create a way to specify CUSTOM TIME in Kite so that chart could be generated on the basis of CUSTOM TIMEFRAME as is in Sharekhan’s TradTiger.

  13. Ragul says:

    Amongst many discount brokers out there…Zerodha is a well known name. Please stop blocking the scripts during live trading hours.

    If you are taking the comments seriously…Please avoid such things

  14. M S RAO says:

    ACCORDING TO MY EXPERIENCE ZERODHA IS ULTIMATE BROKERAGE HOUSE IN THIS INDUSTRY

  15. Baikuntha says:

    I have purchased 10 stocks of HSCL @ 156.50 on 16.03.2018. But till date (21.03.2016) in holdings the average price shows N/A and its value is not included in my total investment amount. please update.

  16. Inderpal Yadav says:

    Sir kite app achhe se kaam nhi kar rha h.
    Pls help kare. Hang ho jata h. Sirf kite app m hi problem h. Baki apps achhe se kaam kar rhe h. Koi connet no dijiye jispe baat karke m apni prblms bta saku.
    Thank you

  17. Madan L Chanpur says:

    Tried to call Rachan from last 2 days not picking up the my call.Just sending SMS as busy in meeting.I had just open the account on March 20,2018 and already send the required documents by courier still my account is fully active for call.Please informed me that need done here.

  18. Manju sharma says:

    Dear Zerodha Team,
    services are very poor ,I m unable to open my account , I m calling Naveen v as he was in touch with me last month, but now contact no not available , I m sending mails no response of mails. customer care also un supportive.

    Manju sharma
    8510007974

    • Matti says:

      Hey Manju. Sorry to hear that. I see that your account is already open. For more assistance, you can call our support desk on 080-40402020.

  19. Manju sharma says:

    Dear Matti

    as I mentioned we have done all the excursive but not getting results, Kindly arrange call for support . urgently we want to buy stocks ,but unable to do the same.if you are not having person to call or support us .
    sorry to say we will open Account with some other facility.
    regards
    Manju sharma

  20. Jagannath Banerjee says:

    I had posted a fund withdrawal request on 23/03/2018.
    Sent a mail at zerodha support and a ticket was opened.
    Request did not get processed on Friday or Monday and not even Tuesday.
    Called several times but only got fake promises from zerodha support team.

    Helpline numbers do not work after 7 PM although it is claimed to be working till 11 PM

    Such a harassment from zerodha.

  21. Abhay says:

    sir option Brokerage calculator data is not proper show margine

  22. Meher says:

    Hi Nithin,

    I raised a ticket (#20180321775351) on 21st March, 2018 about STT being levied while buying ETFs.
    I haven’t received any acknowledgement/resolution till now.
    Request you to look into the issue.

    Best Regards,
    Meher

    • Matti says:

      Will have this checked.

      • Meher says:

        Hi Matti,

        The ticket was closed by the support by saying the following:
        “Thank you for writing to Zerodha.
        We have reported this we will check and get this reversed if its charged wrongly.”

        It’s been about a month that I raise the ticket. How much time do you need to check? And what do you mean by “if its charged wrongly”?
        I have reported an issue with your software and the least your team could have done is to properly investigate it.
        Why would you close the ticket without solving the issue?

  23. Rohit Tewari says:

    Created tickets 20180402252775 and 20180403470817. My 20k stuck in because I transferred to the account from tez UPI. I have e given transaction logs and everything and confirmed from hdfc it is credited to zerodha account . But no response on the tickets for two days. Can anyone help me ? How long will my money be stuck with Zerodha account I just wanted to add it in for trading.

    • Matti says:

      Hey Rohit, I believe your transfers have been updated. Please check. Best initiate UPI all transfers from Kite going forward.

  24. kiran says:

    hi,
    my user id is ZJ4186
    i had requested for f&o options to be activated.
    i have sent attachment of itr by mail
    still no response

    kindly do the needful

    kiran

  25. Gaurav Pandey says:

    hi ientered wrong answer for my security questions …so in zerodha trader i am not able to login now …it showing login id is blocked …what i have do now so ple kindly reply me

  26. Shaila says:

    I changed mobile yesterday. Whatever operations I did on Friday r not getting updated in mobile.
    I uninstalled n installed app many times. But it’s still the same

  27. hans raj says:

    how can change security questions

  28. XX9752 says:

    how i can invest in bond through zerodha

  29. Swetha says:

    I opened account with you but my name is wrongly spelt along with my father name it got opened in all my ovd only my name will be there while i request for correction you pepole are asking for publication in the news paper you only opened like that and asking me to bring publication

  30. Gunaji Shinde says:

    Dear Zeroda Sir,
    I have purchased some stock on dated…23/03/2018…details follow…
    1. HAVELLS….10 [email protected] 490₹
    2. HSCL………..10 [email protected] 147₹
    3. RCF………….25 Stock…@ 73.25₹
    But till date (13/04/2018) Contract note not received to me on my mail. So please update and send contract note ….
    Thanks…

  31. Ramesh Sehgal says:

    In Q-backoffice only contract notes for Eq are available for this year not since 1/4/17 as specified How do I get Contract notes for F&O trades and Eq trades done during FY 17-18?

  32. Gopal Bandaru says:

    Sir
    U are doing good job between 9 am to 5 pm. But Commodities also in your platform. after 5 pm no person will co-operate in commodity trading. U r staff replying commodities are no way connecting to me, it deals by only in Bangalore branch. in that also the system is not responding in proper way. in the night also if one person will co-operates in that segment, 100% U r services will be very great and automatically Ur platform will also bags first place in the country. Please appoint one person to support for commodities in odd hours, especially for new members.

  33. Ramesh Sehgal says:

    Tax P&L report does not have the dates of purchase and sale ,it is being demanded by CA can you have it included in the report

  34. Abhijeet kumar says:

    My account balance shows lower than my actual amount

  35. Subhasmita says:

    Is there any technical problem today. I can not log in my account.

    • Matti says:

      Due to a connectivity issue, you may face an issue with logging into Kite. We are looking into this and should have this resolved shortly. You can login to Pi. You can call us or write to us in the meanwhile to place orders. Apologies for the inconvenience.

  36. Debasish tripathy says:

    Hello
    I have some queries regarding POA and Nominee forms. Is the costumer help center available on Saturday and Sunday?

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