User Filters in Zoho Reports

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Zoho Reports has had design mode filters from the beginning.  And we have had some dynamic filtering capability in the form of legend filtering. We have further enhanced this dynamic filtering capability now through the introduction of User Filters.

Say, you have sales data spanning across years and you want to create a report for monthly sales in 2009 alone. You can plot monthly sales against months and define a design mode filter for the year 2009. But what if you want to build more flexibility to the report and would like to have the report’s users (viewers) choose any particular year’s sales to be viewed? Or for that matter choose the region, product category. This exactly is what is achieved with the newly introduced User Filters.

The embedded report below contains user filters for year, product category & region.

How To Create User Filters

The slide show below shows how to create and edit user filters for a typical sales report.

We now support text and date values in user filters. We will soon be extending this support to numerical values. Hope you like this newly introduced feature. Try the new User Filters in Zoho Reports now. Your feedback comments are most welcome.

Announcing Zoho Support: Web-based Help Desk Software, Ticket Management and Self-Service Portal

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Today we’re excited to introduce the newest arrival to the Zoho family:

Zoho Support

.  Brick by brick, we’re building Zoho into the one-stop shop you need to run your business on the cloud!

Zoho Support is a web-based help desk software that allows organizations to easily manage and respond to an ever growing number of customer support inquiries that arrive via different channels (phone, e-mail, web). In the era of real-time communication and instant-everything, customers expect a prompt answer to their questions. With its innovative web interface, Zoho Support allows technicians to prioritize customer tickets, quickly find the appropriate response and get back to the customer as soon as possible.

Sometimes, the quickest way for customers to get support is through the self-service route. Zoho Support includes features that allow members of the support organization to easily publish solutions to known issues in a customer portal, so customers will solve their issue even before they contact your staff. In the customer portal, customers are also able to submit and track tickets.

In a nutshell, Zoho Support consists of the following modules (or tabs):


  • Requests

    . The requests tab helps technicians prioritize the support requests that are coming in from customers. There are multiple ways in which the support request can be sliced & diced – for example: those requests that are assigned to me, or those requests that are unread. A support manager might want to see which requests are overdue and need to be addressed immediately. Sometimes it’s impossible to programmatically determine (i.e. through an e-mail or a form) if a request is high-priority or who it should be assigned to. The requests module also helps organizations triage these support requests so they can be quickly routed to the appropriate team for solution.

  • Accounts & Contacts

    . Accounts and contacts provide a view into the support operation through a customer perspective. Most importantly, organizations can define, track and enforce specific SLAs (service level agreements) they may have agreed to with their customers. No two support requests are even created equal, even two that look exactly the same could have a different priority depending on the SLA that was promised to each individual customer. 

  • Reports & Dashboards

    . Reports and dashboards provide a quick view into how your support organization is doing. You can quickly get a wealth of data that will allow you to take the best decisions for your business and your customers. For example – what products are getting the most support requests? What incidents are happening the most often? What support group (or rep) has the slowest response time? 

  • Tasks

    . The task module provides simplified view into what a support rep needs to do – either external activities (like get back to a customer with a particular solution or diagnosis) or even an internal one (like research or try a new approach). These allows everyone in the support team to keep their work organized and allows the support manager to get a quick glance into what everyone on his team is working on.

  • Solutions Database

    . The solutions module allows support reps to create and publish (either internally or externally) solutions to the most common customer problems, so that next time they get a similar case, the don’t have to re-invent the wheel. When a solution is published externally, it is automatically available in the customer portal, so that customers are able to find it easily.

  • Workflow, API and much more.

     Automate tasks, assignments, alerts with the workflow rules; integrate with your other systems via the API; maintain details of your catalog (skus, release dates, support windows). E-mail reply templates… and there’s more. There’s a lot of good stuff in here.

And, as you would expect, Zoho Support is already integrated with

Zoho CRM

. So you can go from selling to supporting easily and smoothly. We also integrate

Zoho Chat

– so your support agents can quickly find the answer they’re looking for, not only in the solutions database, but also from their colleagues over IM while they are on the phone with a customer. As you may know by now, we’re big on making all of our products tightly integrated with each other. There are a few other cool integrations in the works that we’re sure you’ll like as well.

Zoho Supports comes in a few different editions. For enterprises and large support organizations, our Professional and Enterprise editions, which start at only $12 per month per agent provide advanced features that will satisfy the complex needs of these organizations. Small businesses, particularly young tech startups, will appreciate our Express edition (coming shortly). are unique, in the sense that most times there is no dedicated support person, but the entire team shares a support alias. We designed the Express edition thinking of this case. So if your team gets less than 200 support tickets per day, our Express edition is for you… With unlimited uses, think of it as your support e-mail alias, but much much better! 

We’ve been working at Zoho Support for quite some time, and most of our Zoho Products are running on it already. We hope that you’ll like what you see. This is just the start of the journey, and we look forward to your feedback. So head out to

zoho.com/support

and try it out!

Rodrigo

Zoho@Zoho: This is how we simplified our recruitment process

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Hiring a candidate is not merely about filling a vacancy; Never about finding yet another one to do the job. It is more about picking the passion and craftsmanship from a galaxy of talents out there. This involves a lot of work from the hirer, both before and after recruitment. It is not a good idea to automate the interview process entirely. The procedure post-recruitment was one area we could try simplifying. What summed up to about a week of activity for three departments in the organization, now takes couple of hours before everything falls in place. With this

New Employee application
, here is how we go about choosing the system and software, approve the same and create a user profile for the new-comer, easily.
Once the HR team picks the right person, all the personal details of that candidate are updated in our internal human-resource management tool;

Zoho People
. Access is granted to the new employee, so that he can update his personal details himself. As for the user profile name, employee preference is considered. It is then verified for availability, and if it is already taken, alternatives are provided.
The next process of importance is the resource allocation for the chosen candidate; Hardware and software resources. Now, this is highly unique. Resources can never be the same for everyone. For instance, all a technical writer requires is a basic piece of hardware which is sufficient to access an

online text editor
, while on the contrary, a designer or an animator requires sophisticated software such as a Graphics suite, extended graphics adapter and high-end hardware. Care is taken beforehand in allocating these software requirements, so that no further time is spent in improvising. Resource allocation is left to the manager for approval. They, depending on the role of the candidate, pick the components required and approve it. The requests for user profile creation and resources are then forwarded to the Sysadmin team, who would make them available. They use a separate application for that; the IT Asset Request application. The purposefulness and the indispensability of this

Zoho Creator



application deserves to be talked about in a dedicated post, so that will have to wait.
As you see, each new recruitment keeps the HR, Managers and the Sysadmin teams busy enough. The information they work on is one and the same, so there is no need for duplication. What we needed was a central repository to hold all the data, for the teams to access them from. We should admit, complexity level of this application was much higher than

the previous ones

showcased here. What makes it so mighty is not the functionality alone. It is also because the IT Asset Request and the New Comer Application are closely integrated to handle a single scenario. But, if you overlook the hassle we went through in building it, you’d most certainly admire the orderliness it has added to the recruitment process.
Check it out!
Our HR department asked us if this app can welcome the new comer with a big smile. We politely said – “Will be available in our next update. Kindly bear with us till such time” ;)

 

Webinar: Using Google Apps? Add Zoho CRM and boost your sales

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If you are using Google Apps, this is for you. 

Our friends at Google invited us to a live webinar next week to showcase what Zoho CRM for Google Apps can do for you. As you may know, we’ve been constantly improving our Zoho CRM For Google Apps to have more and more useful integration that make it easier for you to manage your leads, contacts and sales. 

So, if you have not tried Zoho CRM for Google Apps yet, we invite you to join us next Tuesday, November 9th at 10am Pacific Time. Here’s the link you can subscribe with: https://googleonline.webex.com/googleonline/onstage/g.php?t=a&d=571321675&sourceid=ptnr


See you there!

Rodrigo

New in Zoho Mail : Drag & Drop Attachments, Improved CRM Integration & More

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Integrations and improvements among Zoho Apps continue to pick up steam. Our latest update in Zoho Mail brings in some really neat features many of you will love. Here we go.

Drag & Drop Attachments & More

Attaching files while composing an email just got easier. While attaching files, just drag and drop your files on to the compose window to attach files. You can drag multiple files at once. There are no plugins needed for this feature to work. It uses HTML5. This means, the feature will work in browsers that support HTML5 like Firefox 3.6+ and Chrome 6+. 

If you still prefer attaching files using the dialog, we enabled the option to select multiple files using the CTRL option (or CMD option on Mac). Again, this feature works on Firefox 3.6+ and Chrome 6+.

We previously added an option to attach files directly from Zoho Docs or Google Docs. For Zoho Docs, you only had the option to attach the files you created. We now added an additional option to even attach files that have been shared to you. 

Add Leads & Events to Zoho CRM

In Zoho Mail, we have had the option to add a contact to Zoho CRM with a single click. We now added an option to add the sender of an email as a Lead to the CRM system. To do this, open the email and choose Add to > CRM > Leads. 

You can also add an Event to Zoho CRM right from the email.

Calendar Preview

We typically receive calendar invites as ICS attachments. For such emails, we now added the option to preview the ICS file before adding it to your calendar. If everything looks right, use the ‘Add Event’ option add the event to Zoho Calendar.

Sorting Emails by Size

Unlike many webmail clients, we offer several options to sort your emails – like sorting by Date, subject, sender etc. Now we added a new option – sort by size. This will sort all your emails based on the size of your email (attachments included). If you want to delete those unwanted emails that take up your Inbox, now you can do this easily.  

These are some of the key highlights in our latest update. As always, we will keep improving the application based on your feedback. So keep your feedback coming.

 

Capture Leads from your Google Sites with Zoho CRM Web Forms

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We have continuously been working on strengthening

Zoho CRM’s integration with Google Apps
. Last month we took a step towards that and announced

Zoho CRM Contextual Gadget for Gmail
. Today, Google Apps users have a thing or more to rejoice – Zoho CRM Web Forms can now be published to your Google Sites also!

Google Sites makes it easy to create and edit your webpages and publish them to the external world. With

Zoho CRM Web Forms
for Google Sites, Google Apps users can leverage the advantages offered by Google Sites to lead capture and lead generation too. With very minimal effort, your lead details are stored in your Zoho CRM account.

With so much said, how do you get the Web Form to be a part of your Google Sites Page? Simple. All you have to do is to choose your Google Sites Page and also select the “Publish to Google Sites” option while specifying the Web Form details. Your Web Form is automatically published to your site.

And there’s more. You can also create your Google Sites page from within Zoho CRM while specifying the Web Form details. Here’s a presentation that talks more about this feature.

As a Google Apps user, the gain from using this feature is worth noting. Not only is Lead Generation, Lead Capture and storage of lead details made simpler, you can also automate your lead assignment process and send personalized email messages to your website visitors upon submission of their details.

The use of a web form is plenty – Survey Forms, RSVPs, Sign-up forms, Registration Forms and more. So, go on and

capture your website visitor details from your Google Sites
. And while you are trying this feature, do post your feedback and tell us if there’s anything more that you’d like to see. Zoho CRM Web Forms for Google Sites is one more addition to our

whole suite of integrations with Google Apps
, making Zoho CRM one of the first CRM systems to integrate with Google Sites.