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Welcome to Ask the expert session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

In this month's Ask the Experts, we would cover Reports and Dashboards in Zoho Desk.

Zoho Desk comes with built-in dashboards that give you the bigger picture on a single screen. With highly flexible and customizable reporting, you can drill down into the finer details. Advanced analytics powered by Zoho Analytics takes all this a step further, and ensures that your data is turned into actionable insight.

Post your questions/ doubts/ suggestions on the topic and our experts will answer your questions, real-time, along with their expert suggestions and pro-tips on 24 January, 2019 from 6:30 - 11:30 AM PST. 


Note: This is NOT a webinar. This event is a text-based discussion on the Zoho Desk community where our experts will field your questions for five hours straight. Start posting your questions as comments below. 

P.S.: Unable to view the comment box? Use the Sign in option above to view the comment section and start asking. 
 
Previous ATE Sessions:
  1. Ask the Experts 1: Setting up departments and multi-branding
  2. Ask the Experts 2: Advanced process automation

2 users find this useful.
23 Replies
2 more
  • 6 years ago

I had this question before and still don't have a solution for it. We do classify our helpdesk tickets with 2-tier structured problem and solution fields (We even may create a 3. tier for some of them). Desk only allows you to define field dependencies between a single picklist to a multi select field. That's problem number one. We require the ability to map from multi select fields to multi select fields.

Even if you can live with this limitation then you have the problem of not being able to separately put the multiple values from a multi select field into their own main picklist bars on graphs. The Desk report engine does count those multiple values as comma separated unique values and creates their own bars. That's problem number two.

We have now started using a standard level Analytics account and I'm looking into the possibility of being able to create the reports that we require but this time we are being restricted by the fact of Desk not being able to allow us to use subforms on ticket layouts because again, we need to be able to select as many problems and solutions as we require on particular tickets and this means that we must define those subform fields on the layout as separate field subsets. That's problem number three.

Could you please also comment about these points on this Q&A session.

Hi Deniz,

Thank you for the clear explanation about your requirements.

Providing a provision to allow mapping multi select fields to multi select fields is something we need to analyse further.

To summarise what you are looking for:

In the multi select field if you select:

Ticket1 -> Value A
Ticket2 -> Value B
Ticket3 -> Values A and B
Zoho Desk’s bar chart shows Value A = 1 , Value B = 1 and Value A&B = 1. Your expectation is to see the values as A = 2 and B = 2.

We are positive that this can be accomplished with Zoho Analytics' query tables. We will email you the steps in a couple of days and you can let us know if that helps.

Appreciate your patience.

Hi,

I agree with Nick Armstrong regarding the date limit into Zoho reports, I believe should be 1 year.
I also miss a help page explaining what we can see into default dashboards parameters, etc...

  • 6 years ago

Thank you for letting us know about your requirement, Monica.

Technically this is possible today. You can pull report data for 365 days (max). You will have to choose it under the "Custom" condition in anyone of the Standard or Advanced Filters (screenshot below).



We are also in-progress of including a default condition to the list. (Eg: Current Year, Previous Year etc.,). Which will be available in a couple of weeks.

Hope this is helpful.

  • 6 years ago

"I also miss a help page explaining what we can see into default dashboards parameters, etc..."

@Monica Genius, this is already in our plans and we will get this done at the earliest. Will update you once the help documents are readily available for all the default dashboards.

Thanks for the understanding!

  • 6 years ago

Hello,

How can we get training on dashboard and reports within the context of Zoho Desk Telephony (with Kookoo)? We have never used this feature before, and we need help in understanding how everything works and how to set up and customize the dashboard.

Thank you.

  • 6 years ago

@sofia,

I could see that you've already raised a support ticket on getting the training on Zoho Desk Telephony (Kookoo). We can help you with the demo on coming Monday (28th January, 2019) at 2.00 PM. We will confirm the same via email.

  • 6 years ago

Unfortunately any reports or Desk usability is limited by the lack of integration with Leads in CRM. We do not sync with our contacts as the Desk tickets are often enquiries and not customers. We prefer the Desk interface rather than a web form as it allows our operators to see who has responded to an enquiry. We do not want to sync all leads to CRM either as there can be spam. We have been asking for a while for a button in Desk that will allow an operator to choose whether or not to add a Lead to CRM.

@SPCB ,

Thank you for raising your concerns here.

We are aware that the Desk integration with Zoho CRM requires better handling of Spam contacts. Our engineers have already started working on a feature that would avoid importing Spam contacts to CRM. As soon as a contact is automatically detected as Spam on its creation, the contact would be skipped for the integration. We will keep you posted as soon as we are ready with the release.


Regarding syncing only selected leads from Desk for the CRM sync, could you please elaborate the need for this as we feel you have to depend on manual effort from your agents to look for the leads and click a button to initiate the sync process. Or are you asking for the sync to work only when a criteria is satisfied?

Look forward to your response.

  • 6 years ago

@SPCB,

---lack of integration with Leads in CRM----

We have plans to sync the LEADS module between Zoho Desk and Zoho CRM. Currently we are working on syncing the PRODUCTS module and soon after that, we will take further enhancements in the integration. Once the integration is in place, the reports feasibility should get you all the required data then.

---button in Desk that will allow an operator to choose whether or not to add a Lead to CRM---

A manual push of "Leads" from Zoho Desk to Zoho CRM is not a generic case and will not be considered for the integration case. That being said, these kinda requirements are achievable via creating extensions (via Marketplace). A simple extension from within the ticket detail view should help users to push the Contact from Zoho Desk to Zoho CRM as a lead.

The best way to handle your requirement is to execute it via WORKFLOWS and CUSTOM FUNCTION.

Let's say, you want to push only a particular contact (assume it to be a lead in your case), you can push that particular contact by updating a field value from Zoho Desk. Here's how you can do it:
I hope this helps. You can write to us on support[at]zohodesk[dot]com for more clarification on handling the above solution.

Hi,

I also would like to understand why figures like First Contact resolution, can change from one period to another.
I mean as an example, a report for Full month October 2018 show diferent figures if you run the report 1st week of Jan or second week of Jan. If the reporting period is from the past, why figures should be different?
Same issue with hapiness rating, regarding hapiness, also %shown is not equal to responses calculation (see this case, showing HR of 71% while calculating 21 responses out of 30 responses is 70%.
Same can happen on the general dashboard.

HR_AP.PNG
HR_AP.PNG14 KB

Hi Monica,

Hope you are doing well.

". . . a report for Full month October 2018 show different figures if you run the report 1st week of Jan or second week of Jan. If the reporting period is from the past, why figures should be different?"


This happens when older tickets (in your case tickets created in October) get re-opened.
The FCR report is dynamic and not static. So the results change when we view the same report after different weeks when the tickets might have been reopened. 

Regarding the slight discrepancy in the happiness rating percentage, let me explain why we are forced to show the 'Good' Percentage as 71.
This one happens due to precision error in percentage calculation.


Total Happiness Rating = 30

Bad Percentage : 7/30 - 23%
Okay Percentage : 2/30 - 6%
Good Percentage : 100% - (23% + 6%) = 71%

If we calculate Good Percentage as 23/30 which is 70%, adding the individual percentages would not sum up to 100%.

Hope this clarifies. 

Sorry this isn't related to reports and dashboards... But I was wondering if it is at all possible to use an external VOIP phone with the PhoneBridge to manage calls in Zoho Desk. Essentially, I would like to integrate our support line with Zoho Desk, but I do not want calls to be managed on the computer.

Is it possible to integrate with the PhoneBridge to enable the some of the features (i.e. associate call with a ticket, creation of a new ticket, update call duration automatically, etc...) without using the computer to answer calls, but instead using an external VOIP phone?

Thanks,
Mike

I'd love to hear more about the possibilities of using any random SIP service to integrate with Desk as well.
Thanks!

  • 6 years ago

@Mike Karaffa, @Yaakov Schmukler,

In Zoho Desk it is possible to link telephony providers via PhoneBridge integration. You can send your requirements to support[at]zohodesk[dot]com, so that we'll look into it and get back to you on that.

  • 6 years ago

Further to my query above, at the moment CRM syncs contacts to Desk as a one way sync so that contacts in Desk do not go to CRM but if there is a contact in CRM then we can see the CRM info in Desk. If the person does not exist in CRM then we know due to the image attached as the CRM info is blank.
If the same one way sync could be possible with Leads too at the same time then we could see at a glance if a Desk contact is either a Lead or a Contact in CRM. The operator could also see that the person is a Lead and has information in CRM.
Then there would not be the need for manual lookup of the person in CRM.
We could then update a field or press a button to add the unknown contact as a Lead when required.
If the person then decides to place an order, we can make the Lead into a contact in CRM.

desklead.jpg
desklead.jpg9 KB
  • 6 years ago

@SPCB,

---If the same one way sync could be possible with Leads too at the same time then we could see at a glance if a Desk contact is either a Lead or a Contact in CRM. The operator could also see that the person is a Lead and has information in CRM.---

The current flow is that we fetch the lead information in the "CRM Contact Information" only if the contact's email is not obtained via the Zoho CRM sync. However, we will check this feasibility to show the details of the leads along with the contact  info. Will get back with an update soon.

Hi,
Is there a report to see agent performance?
I don't see any way (default report or dashboard) where I can see each agent's response time, amount of tickets responded to, amount opened, amount closed, etc...
I'd love that functionality.
Thanks!

  • 6 years ago

@Yaakov Schmukler ,

We have dashboards to track the First Response time, Response Time, Resolution Time , Status based Metrics and SLA Violation Metrics with the Agent and Duration filters.

These dashboards can be found in the below locations
Reports -> Dashboards -> Time Based Dashboards.
Reports -> Dashboards -> Popular Dashboards.

In Agent detail page you can see the consolidated metrics specific to the agent. You can go to the Agent detail page by clicking the photo icon/name of any agent.


Apart from that providing the default Agent Performance Dashboard is already in our road map. You can also create the reports and dashboards using Advanced Analytics(via Zoho Analytics integration) in Zoho Desk. The report can be embedded into the Zoho Desk Dashboards.

  • 6 years ago

TIPS & TRICKS

#1 - Do you know that you can click on the - blue arrow from the "Overview Dashboard" cards (in the bottom) to view the data in a tabular format. So, you can toggle between the graphic and tabular view using that small arrow icon in the right corner of each cards.




Cheers ;-)
Rahul JR

  • 6 years ago

TIPS & TRICKS

#2 - You can make the "Overview Dashboard" to be resized via the FULL SCREEN MODE. Just click the three dots that you could see in the top right corner of the page and click on "Full Screen".

P.S: The data gets auto-refreshed for every 15 minutes in the full-screen mode. This should help users to display the stats in bigger screens.



#3 - The best part about the full screen mode is that you can turn on the "Night Mode" for the "Overview Dashboard"