Before I start to describe how to use email tracking in Zoho there is an excellent Zoho document here
This post is a result of a session with the Zoho Support team, who I can throughly recommend. So what was my problem?
Zoho Mail Tracking detects if a sent email has been Received, Opened or Bounced. Kind of useful! However, I see an occasional email as ‘Opened’, but not as many as I know are opened and replied to. I am seeing emails are ‘Sent’ and that is the end of the tracking. Anyway a call to Zoho Support and a short investigation reveals that the only way to get the tracking to work is to go to a Contact in CRM and click the ‘Send Email’ button. Somehow this adds the magic tracking info.
If you send emails from the Zoho CRM Email Client, or the Zoho Email client (yes, they are different unfortunately) you will not see any tracking. If you send an email blast through a Zoho Campaign, which is where the Tracking first became available, you will see all tracking info.
I am told they are working on this.. Seems to me that they have several code streams for Campaigns, Zoho Email and Zoho CRM Email. We all know how you can get to this point as software is built, it just needs to be brought together. You also need to be running a paid for CRM edition, details in the link above.
Always happy to discuss Zoho, all in all a sound and cost effective CRM solution.