CRM Help

Zoho Support Integration

Zoho Support Integration with Zoho CRM provides a platform for you to keep track of the customer tickets within your Zoho CRM account. With this integration, Sales and Marketing users can view the support tickets of individual leads, contacts and accounts in CRM.

Availability

Permission Required: Users with Zoho Support Integration permission in their profile.

Administrator Functions

The first step in Zoho Support Integration is to configure the portal using the ZSC Key generated in Zoho Support.

New to Zoho Support? Existing Zoho Support Customers?
If you're new to Zoho Support, follow these steps:
  • Sign up for Zoho Support and create your portal
  • Provide ZSC Key and the associated email address in CRM
  • Associate the portal to Zoho CRM
  • Configure the portal settings
  • Activate Zoho Support Integration for Zoho CRM users
If you're the Administrator of the Portal in Zoho Support, follow these steps:
  • Log in to Zoho Support and generate ZSC key
  • Specify the ZSC Key and the associated email address in Zoho CRM
  • Associate the existing portal to Zoho CRM account
  • Configure the portal settings
  • Activate Zoho Support Integration for Zoho CRM users
If you're not the Administrator of the Portal in Zoho Support, follow these steps:
  • Get ZSC key from the Administrator in Zoho Support
  • Specify the ZSC Key and the associated email address in Zoho CRM
  • Associate the existing portal to Zoho CRM account
  • Configure the portal settings
  • Activate Zoho Support Integration for Zoho CRM users

Configure Zoho Support Integration in Zoho CRM

A Portal, in Zoho Support, is a central place where all customer requests (tickets) can be managed.

Note

  • Only Zoho CRM users with administrative privileges have the permission to associate portal and configure portal settings.
  • You can associate only one portal to Zoho CRM.
  • When a portal is configured, the selected Zoho CRM users will be added as a single group in Zoho Support.
  • If you deactivate any one of the users using the Support integration, you will have to reconfigure the integration settings.
  • Changing the portal will disassociate the support tickets from Zoho CRM's Leads, Contacts and Accounts modules. However, the users can view them in Zoho Support account.
  • You can use the ZSC Key and the email address of the Zoho Support user, who is not part of the CRM account.

Part I - To get ZSC Key

  1. Log in to Zoho CRM with administrative privileges.
  2. Click Setup > Apps & Add-ons > Zoho Apps > Zoho Support.
  3. In the Zoho Support page, click Subscribe Now.


    • If you are new to Zoho Support, do the following:
      • Sign up for Zoho Support and create your portal
      • Generate ZSC Key in Zoho Support
    • If you are an existing user in Zoho Support, do the following
      • Generate ZSC Key in Zoho Support
        OR
      • Get the ZSC Key from the administrator of Zoho Support

Part II - To set up Zoho Support Integration

  1. In the Zoho Support page, under Set Up Zoho Support Integration section, do the following:
    • Enter the Zoho Service Communication (ZSC) Key of Zoho Support account.
    • Enter the Email Address associated to the ZSC Key.
    • Click Next.
    • Choose the Portal from the drop-down list.
    • Choose your Language from the drop-down list.
    • Choose your Time Zone from the drop-down list.
  2. Click Save.

Activate Zoho Support for Users

After configuring the Support Integration, you need to activate this feature for the user in your Zoho CRM account.

To activate Zoho Support Integration

  1. Click Setup > Users & Permission > Profiles.
  2. In the Profiles page, click Edit for the user's profile.
  3. Under Apps Permissions, select the Zoho Support Integration check box.
  4. Click Save.

Deactivate Zoho Support

As an administrator of Zoho CRM, you can deactivate Zoho Support Integration from your CRM account.

Note

  • When a portal is configured, the selected Zoho CRM users will be added as a single group in Zoho Support.
  • If you deactivate any one of the users using the Support integration, you will have to reconfigure the integration settings.
  • Changing the portal will disassociate the support tickets from Zoho CRM's Leads, Contacts and Accounts modules. However, the users can view them in Zoho Support account.
  • Any user with administrator privileges can deactivate or change the portal and associate another portal to the Zoho CRM account.

To deactivate Zoho Support

  1. Log in to Zoho CRM with administrative privileges.
  2. Click Setup > Apps & Add-ons > Zoho Apps > Zoho Support.
  3. In the Zoho Support page, click Deactivate Zoho Support.

User Functions

View Support Tickets

Once the Zoho Support integration is configured, the users can view the support tickets under the leads, contacts and accounts.

To view support tickets

  • Click Leads, Contacts or Accounts modules and select a record.
  • In the [Record Details] page of the Leads, Contacts or Accounts modules, go to the Zoho Support Related List.
    All the tickets associated to the record will be listed.

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