Which username do I need for this service again? Wait, I am not even signed up…
We’ve all been there. Most importantly, we know your customers hate being in that all too common position and having to create yet another account. Which is why we are pumped to introduce the newest feature in Zoho Support: remote authentication for your customers.
Now you can provide your customers a seamless user experience by allowing them to access your helpdesk in Zoho Support with the same username and password they already use for your other services.
In the past your customers had to register and keep track of an entirely different credential to log in and submit a ticket, but now, with Remote Authentication enabled, your customers will have quicker and easier access to the solutions they need.
Now your customers can securely access your portal within Zoho Support based on the login credentials they already have for your website.
It works like this: once you enable and setup remote authentication, your customers are redirected to your locally hosted script. This script authenticates the customer against your own user management system and routes them back to your Zoho Support account.
If a customer of yours doesn’t yet exist in your Zoho Support account, an account for them will be created on the fly. You also have the option to remotely authenticate users from select IP ranges only.
Learn more about setting up remote authentication here. Enable this feature for your customers today and let us know how they like their new, seamless logon experience at firstname.lastname@example.org.
Zoho Reports has long supported custom formulas, where you can define your own formula that involves two or more columns. These formulas are applied at the row level. Say there is Column A and Column B and you want a Column C which does string concatenation (combining texts). You can have a formula column defined as
concat(Column A, Column B).
There are scenarios where aggregation formulas (sum, avg, min, max etc) are to be applied at the column level. Here’s a real world example. In Google Adwords, Click Through Rate (CTR) is defined as (No. of Clicks)/(No. of Impressions). If you just go by averaging the CTR as Avg(CTR), you will end up with the wrong average value for the month, quarter or year. But if you let Zoho Reports know that CTR is actually sum(Clicks)/sum(Impressions) by using the Aggregate Formula, then you’ll arrive at the right values.
You can add an aggregate formula by using Add -> Aggregate Formula option in a table’s toolbar.
When creating reports (charts, pivot tables, summary views), you can use these aggregate formulas as you would use the regular columns or custom formula columns.
Here’s how the wrong and right approaches for averaging the CTR would look like.
Can you think of other scenarios where you can use the power of Aggregate Formulas in Zoho Reports? Let us know in the comments.
Don’t stop with tracking your tickets to closure. Now submit a bug for a ticket and track them too.
We are glad to announce that Zoho Support is now integrated with Zoho BugTracker. Organizations using Zoho Support and Zoho BugTracker can ensure seamless communication between your customer support and engineering teams. Your support agent can file a bug for a ticket which can be tracked till closure by staying within Zoho Support. Also both the teams can collaborate on a bug/ticket by leaving a comment in them, which stays synchronized between the applications.
The Zoho Support + Zoho BugTracker Integration: Our Story
Lawrence our customer support executive, receives a ticket for a glitch in our feature. He quickly goes through the ticket and files a bug for it. Hooray! the bug is now routed to our Support Management project in Zoho BugTracker. And thanks to the business rule created in Zoho BugTracker, the bug is auto assigned to John, our dedicated developer.
John needs more information about the bug in question. So he leaves a comment on the bug which simultaneously gets posted onto the ticket in Zoho Support. Yes, it’s all synchronized. Wait there’s more. Besides collaborating, Lawrence stays abreast on the developments happening on his bug. As and when John updates the status of the bug in our Support Management project , it updates the status of the ticket in Zoho Support.
Do you have a similar story?. Do share it with us and remember this integration is exclusively available for our Enterprise subscribers at no extra cost.
We believe this integration would add bastion to your helpdesk and ensure you provide an awesome customer support as ever. Let us know what you think at email@example.com.
There is no refuting the fact that be it work, family or friends, in order to get things done, it is necessary to be on the same page as a group or with your group.
At times, it is crucial for each person in a group to be aware of everyone’s calendar of activities. This is tough considering other complications like employees in the same company sitting at different time zones, teams changing frequently and what not.
Well, in relation to these thoughts, we are glad to share with you the latest update to Zoho Calendar. We have added group calendar support and other neat features to help you close these communication gaps and collaborate more effectively with your co-workers, team mates and groups.
It can be overwhelming to plan and track group activities, especially when someone is a part of many groups. In Zoho Calendar, you can now create separate group calendars with different lists of members and also subscribe to other group calendars. Members granted access to these group calendars can create and modify their events, view events of other members and always be in sync with team proceedings.
You can view all your group events combined as a single unified view to get a feel of how stuffed or free you actually are. If you feel your combined view is far too busy, you can right click on a particular group calendar to load it up in a separate tab and then make some event modifications in individual calendars if necessary.
Send / Receive invitations across calendars
We realize that preferences vary from one person to the other and there are many other calendar applications in use. You can now send event invitations and receive RSVP from users of other calendars too. This is made possible through email event notifications via Zoho Mail, playing the part of a mediator between the two calendar services. What is neat is that even if the host does not check his mail, the calendar is kept up-to-date.
Add/View events in different timezones
Scheduling events with participants on different time zones can be really tricky. A little miscalculation of half hour and late arrival for a webinar with a good prospect can be quite damaging. In Zoho Calendar, you can now add /view events in different time zones without having to mess with the time zone of your calendar.
Merge multiple calendars & embed
Embedding your calendar of events on your blog or website is a good way to keep your fans and followers intrigued. If you are someone who maintains multiple calendars, you can now merge events across several calendars and embed a single view. So when you have a form for people to request appointments, they will be able to exactly know when you are free.
Check this what’s new page to learn more about these latest updates to Zoho Calendar. We are confident that these updates will make it easier for you to manage your group activities, events and meetings.
Do post your comments on how these updates worked out for you and other suggestions on improving the Zoho Calendar experience.
We are excited to announce a new addition to our broad application portfolio; Zoho Sites. This new application is a website builder aimed at simplifying website creation, including mobile websites. Users can create websites easily just by dragging and dropping elements, without having to write even a single line of code.
There are hundreds of Website builders available in the market already. Then, why are we launching Zoho Sites now?
At Zoho, we want to offer a broad set of business tools, so that you can run your entire business on Zoho. If you look at our portfolio today, we host your email on Zoho Mail, your documents in Zoho Docs, your customer data in Zoho CRM, Accounting data in Zoho Books, Support through Zoho Support….you get the idea. Obviously, website hosting was one of the missing pieces from our portfolio. Until today.
As you’d expect from Zoho, we created an easy to use drag-and-drop website builder to create your website. We added good number of themes you can build on top of, or customize. We built various widgets (like Google Maps, Google AdSense, Google+, Facebook, Twitter, Flickr, Picasa etc) that you can include in your web pages. Zoho Sites offers ‘one-click’ publish to your existing domain or a new domain. And every website that you build on Zoho Sites will automatically be optimized for Mobile devices.
This is just the beginning.
The application comes with great set of features unique to Zoho. You can create powerful forms such as Contact Form, Feedback, Survey etc…. The form builder is powered by Zoho Creator which lets you collect data from the visitors, without writing any code.
The pre-integrated Zoho Creator backend also powers the Dynamic Content feature. It populates the web page content from the Zoho Creator database bringing advanced features with a simplified interface.
You can collaboratively work on websites with other users by sharing your site with appropriate permissions. You can also add a blog to your site with the built-in blogging platform, analyze your website traffic with the available Google Analytics integration.
If you are a Google Apps user, Zoho Sites is also integrated with Google Apps and is available in Google Apps Marketplace.
Zoho Sites is available in both free and paid editions. The paid edition is priced at $39/year that lets you create up to 6 websites, 10 forms, unlimited pages and offers rebranding along with some advanced features. The free version lets you create two websites, two forms, unlimited web pages and is ad free.
Want to look at a sample website created using Zoho Sites? Check out our Zoholics website. If you access it from your mobile device, you’ll notice that the website is optimized based on your device.
The launch of Zoho Sites is an important milestone. Moving forward, you can expect tighter integration with our backed systems like CRM, Support etc. Meanwhile, we would love to hear your feedback on Zoho Sites.
With companies relying more and more on newer technology to remain competitive, it becomes crucial for the decision makers to be aware and unbiased towards better solutions. Reduced IT costs, faster implementation and better collaboration is making the technology heads see cloud computing in a different light.
Nubifer Inc has taken it upon themselves to help companies welcome cloud computing with open arms. Their talented consultants, along with their slew of products and services like SaaS (Software as a Service), CRM (Customer Relationship Management) , HRIS (Human Resource Information Systems), PaaS (Platform as a Service), enable companies to migrate to the ‘cloud’ smoothly and cost efficiently.
A firm believer of cloud services, Nubifer themselves were looking for a cloud enabled accounting software to manage their business finances. Richard Ross, Director- Business Operations at Nubifer, Inc says, “We were looking for a right fit of applications for our company.”
And a year ago, they found Zoho Books! In Richard’s words,
In Zoho Books, I can create 10 invoices in like 2 minutes. We now have a central location of all our financial data and it’s easy to keep track of invoices, expenses, customers, everything at one place.
Read on to find more about Nubifer and it’s search for cloud based accounting software.
For your business, hearing directly from customers is the most valuable aspect of social media and with Zoho Support you can tap into this resource and listen to what your customers are saying about you. Whether they direct their tweet specifically at you or if they are discussing your service with colleagues, you can monitor the conversation and then engage with your customers without ever having to leave Zoho Support.
We make it simple to automatically convert customer’s requests or questions from both Facebook and Twitter into tickets. In Zoho Support you can easily define the hashtags or keywords you want to monitor, and manage an effective and organized support effort.
Route and Respond: Build meaningful connections above the chatter
The process you have for handling a question on Twitter or a complaint on Facebook needs to be different than how you handle an incoming e-mail, and that is where the flexibility of Zoho Support comes in handy. Now you can set a faster SLA and escalation path for tickets created through a Tweet, because you know customers active in social media expect a snappier response and are eager to tweet again if they don’t get it.
Have multiple products and teams but a unified social media presence? Define specific triggers that smoothly send the ticket to the correct agent. For us at Zoho this is huge, now when someone comments on our Facebook page and mentions CRM we can send it to the correct support agent. And when you tweet @Zoho asking a question with the word “invoice,” again it gets assigned correctly.
Your support agents can now reply to tweets or comments on Facebook without ever leaving their Zoho Support workflow, increasing their productivity and safe-guarding your social media presence.
Escalate: Put out fires before they start
Your site or server goes down and all of a sudden you are trending world wide on Twitter. Not exactly your optimal social media strategy.
Now with Zoho Support you can set a trouble-sensing filter that automatically alerts you and others in your company when a certain Tweets-per-minute threshold is met. With immediate notification that the conditions for a social media tsunami are about to hit, you can take the proper steps to fix the problem sooner and leverage the increased energy into positive social interactions emphasizing your stellar customer support.
All of this is now live inside Zoho Support and is available for all of our Professional and Enterprise edition subscribers at no additional cost.