Zoho News Catch-Up: New Desk’s IM Options, New Data Sources in Analytics, Inventory’s Partial Fulfillment, CRM in Gartner’s Magic Quadrant

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Welcome to our catch-up, where you’ll be in the know of all the latest Zoho updates in one place!

  • Zoho Desk introduces notify and reply options through instant messaging as workflow actions
  • Zoho Inventory: partial fulfillment in sales orders, improvements to Shipments module
  • Nucleus Research names Zoho Creator as a Leader in 2022 Low-Code Application Development Platforms Technology Value Matrix

Zoho Desk Introduces Notify and Reply Options Through Instant Messaging as Workflow Actions

This new feature lets you send automatic responses to the tickets or notify customers through instant messaging channels.

Replying via Instant Messaging

Agents can now send automatic responses to tickets through Telegram, Wechat, Line, among others. The reply will be automatically associated to the ticket, allowing agents to follow up in the future and also to keep the continuity of the conversation thread. 

Here’s an example of what you can do:

When a customer asks about their shipment, an autoresponse can be sent to them with the product code, delivery date, status, and tracking code. This can be particularly useful if the customers send an inquiry outside the organization’s business hours. An autoreply can be set with a message explaining that the agents will get back to them during business hours.  

Note: Replies through all IM accounts can be sent only as a response to the customer’s ticket except in Whatsapp, where the agent can initiate a conversation.

How To Associate a Reply via Instant Messaging

1. Go to Setup > Automation > Workflows.

2. On the Workflow Rules page, click Create Rule.

3. On the New Workflow page, enter the required fields in the Basic Information, Execute On, and Criteria sections.

4. In Actions, click the Add icon and select Reply via Instant Messaging from the drop-down menu.

5. On the Reply via Instant Messaging page, enter the Name for the action.

6. Select an IM Account from the drop-down menu.

7. Select a Template for the reply.

8. The Record ID that denotes the ticket’s ID is auto-generated.

9. Click Save.

Notifying via Instant Messaging

Automatic notifications can be sent to the customers via IM channels. These notifications will not be associated with the ticket. However, it can be viewed within the respective IM account.

Some examples are notifications on booking confirmations, subscription renewal reminders, or due date reminders for periodic payments can be sent to customers via IM channels.

How to Associate the Notify Feature via Instant Messaging

1. Go to Setup > Automation > Workflows.

2. On the Workflow Rules page, click Create Rule.

3. On the New Workflow page, complete the required fields in the Basic Information, Execute On, and Criteria sections.

4. In Actions, click the Add icon and select Notify via IM from the drop-down list.

5. In Notify via IM page, enter the Name for the action.

6. Choose an IM Account from the drop-down list.

7. Select a Template for the reply.

8. The Record ID that denotes the ticket’s ID is auto-generated.

9. Click Save

Updates for Zoho Analytics

New Duration Data Type in Zoho Analytics

(Image via Zoho)

Zoho Analytics now supports time duration as a data type. This opens up a whole new category of time-based data analytics. Now you can learn how long it took to accomplish something, to complete your projects, closing tickets, winning a deal, among others, and take appropriate action. To enable advanced analytical options based on duration, Zoho Analytics provides 20+ new functions. 

Support for Import from New Data Sources

(Image via Zoho)

Data sources for Zoho Analytics have been expanded. This means you can now import your data from the following sources:

  • Teradata
  • MongoDB (using BI Connector)
  • All ODBC supported databases

New Syncs for Fields in Advanced Analytics for Facebook Ads

Zoho Analytics now supports synchronizing the following fields in the Ad Account Insights, AdSet Insights, Ad Insights, and Campaign Insights modules:

  • Cost per Purchase
  • Cost Per Initiate Checkout
  • Purchase ROAS
  • Offsite Purchase Conversion Value
  • Onsite Purchase Conversion Value
  • Omni Purchase Conversion Value

Audit all Activities in Business App Connectors

(Image via Zoho)

Audit all activities performed in a connector configured Workspace for the last 180 days. You can get the Audit History of all actions by all users such as create, edit, add admin, sync data, and connector re-authentication (this includes automated changes like disconnecting or reconnecting of connectors by Zoho Analytics, based on your pricing plan).

Updates for Zoho Inventory

Partially Fulfill Sales Orders

(Image via Zoho)

In the past, you had to fulfill all items in a sales order. With this new feature, you can now choose to fulfill the order partially or completely based on your business needs. This lets you mark some of the items (ones that don’t require a shipment to be created or those sold in a retail store) in a sales order as fulfilled.

To fulfill a sales order, go to the sales order’s details page, click on the More drop-down menu, and select Mark Shipment as Fulfilled.

Enhancements to the Shipments Module

(Image via Zoho)

You can now create shipments from the Shipments module instead of creating them from a different module. You can also attach documents to a shipment from a shipment’s details page.

Zoho Webinars

Zoho CRM: Automate Lead Generation and Support Process Using Assignment Rules

Recap: What’s new in Zoho Analytics for Q3 2022

Recognitions

Zoho Named Visionary in Gartner’s Magic Quadrant for Sales Force Automation Platforms

(Image via Gartner)

Zoho has made it once again in Gartner’s Magic Quadrant, this time as a Visionary in the category of Sales Force Automation Platforms with Zoho CRM. According to Gartner, Zoho’s strengths —innovation, vertical presence, and digital optimization— are the reasons for such recgonition.

Read our full article here.

Nucleus Research Names Zoho Creator as a Leader in Latest 2022 Low-Code Application Development Platforms Technology Value Matrix

(Image via Nucleus Research)

According to Nucleus Research, the Leaders in this year’s Value Matrix deliver advanced functionality without sacrificing ease-of-use at scale. That has made Zoho Creator worthy of that title in the 2022 Low-Code Application (LCAP) Development Platforms Technology Value Matrix,

Isaac Gould, Research Manager in Nucleus Research, said: “Through ROI studies, Nucleus has determined that LCAPs deliver value through reduced development costs, accelerated go-to-market for new products and services, and increased operational efficiency. Organizations may deploy an LCAP as a revenue driver, using the tools to bring technology services and products to market faster and with fewer developer resources.”

That’s all for now, IC readers! See you soon for more Zoho updates from InterConnecta!

Need help with the implementation or optimization of any of your Zoho apps? Then you’re in the right place! Learn more about our Zoho Consulting Services and ask us for a free consultation.

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