Introduction to Zoho Quartz

Introducing Zoho Quartz, a privacy-first, problem reporting and visual feedback sharing tool. Quartz has been launched with the aim to get rid of endless back-and-forth with tech support for complex issues. It ensures speedy resolutions to boost your market release and eliminates the need to compromise your business security with traditional client-side logging tools.

Overview

Zoho Quartz is now available as an out-of-the-box provision within Zoho products. Customers can now avail Quartz to quickly:

Record their issue with Zoho products
Elaborate with voice recordings, annotations, and more
Mask sensitive aspects of their recording with the video editor
Share the recording with tech support with just a click
Access their submitted feedback through a dedicated portal

The best part? Quartz automatically picks up and tracks both client-side and server-side diagnostic metrics, giving our support teams all the information they need to understand your environment in its entirety and deep-dive into the issue you're facing. The end result is accelerated ticket resolution times without you having to break a sweat.

Availability

Currently, Zoho Quartz is available in over 15 Zoho products, with plans to expand to all Zoho products in the near future. Zoho Quartz is available across all our DCs (US, EU, IN, AU, CN, JP, CA, and SA).

To do a screen recording and submit it as a ticket, customers of the following Zoho products can simply visit the links below:

Note: The above links are for users in our US DC. Check and update the Quartz link according to your account's base URL. Learn more

Salient Features of Quartz

Client-side metrics:
Quartz has a unique advantage in this space of error-debugging and resolution, thanks to its potential to integrate deeply with Zoho's suite of business applications. This means diagnostic metrics automatically include all client aspects, giving tech support a robust view of the issue and its environment.
Privacy-first philosophy:
Unlike its counterparts, Quartz comes with a -built-in video editor that allows you to carry out a range of functions to make your recording more descriptive, all while masking or blurring out sensitive portions of your recording. You can also easily trim out portions of your screen or audio recording (independently) as you deem fit. Quartz also avoids collecting unnecessary user information like sensitive browser cookies, ensuring only those data points that have a direct implication on performance are collected.
Advanced network diagnostics:
Quartz has an important advantage over its traditional client-side logging alternatives, in not only providing a trail of events but also highlighting exceptions for our tech support to swiftly zero-in on the problem at hand. It also automatically captures the network speed of the client, for agents to accurately simulate their environment.
Contextualizing your recording:
Quartz's video editor, in addition to its privacy-first features, also provides users with quick provisions to further describe issues they had encountered. This includes the ability to add annotations, supplement with voice overlays in portions, and more.

What data is collected by Quartz?

Zoho Quartz follows a privacy-first philosophy by ensuring only those data points which have a direct implication on performance are collected. The following table lists the type of data that will be collected during the recording of the issue and the reason for their collection.

Data Collected	Reason
Browser console logs	To debug the client side errors that occur during the recording
Environment details such as screen resolution, browser, OS version	For environment specific issues, these information will help us resolve the issue quickly.
Client side performance metrics (such as DNS lookup time, TCP connection time)	To debug slowness that occurs on the client side
Screen recording	To get a clear understanding of the actions done that led to the issue
Audio recording	To get a verbal explanation of the issue
IP Address	To debug region specific issues

Steps to Screen Record

Navigate to the Quartz link of the required Zoho product. You'll be taken to the Quartz landing page.
Click View details to check the privacy requirements and share your consent against the checkbox. Click the Start Recording button.
Choose whether a tab, window, or the entire screen will be recorded. A recording session has a time limit of five minutes. Once the timer starts ticking, each and every step of yours will be recorded. Navigate to the instance you faced an issue with.

Note: Do not close or reload the tab while recording the issue. If you do, the recording will not be saved, and you will have to start the process from the beginning. It is also important to note that changing the profile in the browser will prevent log consoles from being saved.
Repeat the steps that led to the error in the instance. Navigate back to the Screen Record tab in your browser once you have highlighted your issue and click End Recording.
You will be taken to the Screen Record Summary screen. This gives you a preview of your recording. Click the Edit Video button to edit your video.
You will be taken to the video editor, giving you options to enhance your recording with annotations, add voice overlays and more. This editor also allows you to quickly mask or blur aspects of your screen, as well as trim portions. For detailed information, check out the Quartz Video Editor section below.
Click Save & Close once you are ready to proceed.

Note: Even after clicking Save & Close, you can still view the edited video or make further modifications to the video.
You'll be taken back to the Screen Record Summary page. Here you can:

Preview Video: Click the Preview Video button to watch the video in full screen.

Edit Video: Click Edit Video if you want to make additional changes.

Record Again: If you're not satisfied with the current video, you can choose to record it again. Note that this option will delete your current recording and edits, and you'll need to start over from the beginning.
Once done, you can share your final recording with our support, along with a relevant subject line and description.
Click Submit to complete your support request.

You can relax while our experts quickly analyze your environment, test the issue, and get back to you with a swift resolution.

Tracking requests

After submitting the recording, you will be able to monitor the ticket's progress through the Quartz support portal.

To track:

Visit https://support.zohoquartz.com/portal/feedbacks.
In the Zoho Quartz Portal, the list of feedbacks you submitted will be displayed.
Click on the required feedback to view detailed information and the conversation with the support team.

Quartz Video Editor

Once you're finished recording your screen, you can edit it using the video editor tool present in Quartz. This can be accessed by clicking on the Edit video button in the Screen Record summary page as shown above in step 6. This section aims to help you better understand Quartz's editing interface and its functions.

The video timeline at the bottom of the screen is a visual representation of your screen recording. It has the following controls and options.

Undo, Redo, and Delete
Current Timestamp
Navigation Preview
Pause, Rewind, and Forward
Mute during playback and Full screen
Add Voice-over
Trim Video
Element Duration (Mask, Highlight, Text & Arrow)

The Quartz video editor also allows you to annotate your videos with various visual elements.

Masking tool - The masking tool enables you to selectively hide parts of your video recording. You can choose to either blur or block the required parts. For example, this tool can be used to blur the sensitive details shown in the video, like personal information of users.

Highlighting tool - This feature enables you to emphasize particular sections of the video. You can select between different highlighting shapes (rectangles or ellipses) and then adjust properties like color, border style (solid or dashed), and line width using the options available in the Properties section located on the right.

Text tool - This tool enables you to add text overlays to the video.

Arrow tool - This allows you to insert arrows or pointers to the video for added emphasis. You can choose the direction of the pointer, color, and line width of the arrow.

Voiceover - This allows you to record and add voice narrations directly into your recording.

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