LiveDesk Integrations - Zoho Support

Overview

Step up your customer-supporting game and add the power of live chat to full-fledged helpdesk software, to create the ultimate, unified customer support suite. By combining the on-demand supporting power of Zoho LiveDesk with Zoho Support, a complete help desk solution for small and medium businesses, you can take your customer service and support to new heights. 

Together Zoho Support and LiveDesk deliver a complete view of all your support interactions logged in one, organized database. Working together they deliver the added ability to connect, chat, engage and support in real-time within the context of their existing support relationship. Your customer supporting operation is built upon the strong foundation Zoho Support establishes and strengthened with LiveDesk's ability to leverage the power of your customer data into superb support in real-time. 

Getting started

Before you can embrace the power of customer support completely-unified, and start utilizing the valuable data in your customer-support database to improve your on-demand chat support, you need to link your LiveDesk with your Zoho Support account.

If you don’t yet have a LiveDesk account, you can learn how to create a new LiveDesk here.

If you already have a LiveDesk, but don’t have a Zoho Support account, learn more about how Zoho Support can better organize all your customer support interactions and discover how to setup a new Zoho Support account.

To use Zoho LiveDesk integrated with Zoho Support, you will need to be a customer of either the Enterprise or Professional plans of LiveDesk and have a Zoho Support account. If you are currently using the free or Basic plans of LiveDesk, you can easily upgrade an existing LiveDesk account to implement Zoho Support integration.

If have not signed up for a LiveDesk plan, you can take a free, 30-day-test-drive of any of the Enterprise or Professional paid plans and start using the integration with Zoho Support today.

That said, if you have active accounts for both Zoho Support and LiveDesk (in either the Professional or Enterprise Edition), you can continue with the instructions below to link up your LiveDesk to your Support account.

Connecting your LiveDesk account to a Zoho Support account

Before we can start exploring how the Zoho Support integration with your LiveDesk can improve your entire customer-support operation, we need to set up your LiveDesk to work together with your customer support database inside Zoho Support.

Linking LiveDesk to Zoho Support as a support admin

To make things as simple as possible for you, we recommend having a current administrator for the Zoho Support account you are linking to your LiveDesk turn on the integration inside LiveDesk.

To accomplish this your Zoho Support administrator must also have an account and be an administrator inside your LiveDesk account. If you simply want to add a Zoho Support administrator to your LiveDesk account you follow these steps for adding an existing Zoho user to your LiveDesk.

With access to your LiveDesk, a Zoho Support administrator can follow the steps below to implement the integration.

How to link a Zoho Support account to a LiveDesk account, as the administrator of the Zoho Support account

  1. Login to LiveDesk.
  2. Click Settings.
  3. In the Integration section click the “Enable Support Integration” button. This will create an automatically generated ZSC key for your Zoho Support account and use this unique key to link your LiveDesk to your Zoho Support account.

This will automatically link up the LiveDesk account to the Zoho Support account for which you are the Support administrator. You will now see the Zoho Support administrator as “Me”, Zoho Support ZSC Key and Portal Name will be displayed below.

With the successful pairing of your Zoho Support account to your LiveDesk you can start configuring the other aspects of your integration.

Pairing accounts without being the Zoho Support admin 

Don't fret if you are not the administrator of the Zoho Support account you are syncing with your LiveDesk. We made it easy to link up accounts, all you need is the Zoho Support account admin's email address, and the system generated ZSC for that specific Zoho Support account.

First, get the administrator of the Zoho Support account you are pairing with, to generate or provide you the already generated ZSC key, along with their email address.

To help your Zoho Support administrator generate a ZSC key, share the instructions below.

How to generate a ZSC key?

  1. In the desired Zoho Support account, click Setup above the navigation bar at the top-right of the screen.
  2. In the Channels Space section, click API.
  3. In the ZOHO Service Communication (ZSC) Key section, click the green Generate ZSC Key button.
  4. You will then see the ZSC information, including the administrator’s e-mail address and the unique ZSC key. You will need to provide both pieces of information to have yourself, or someone else, link up this Support account to a LiveDesk account.

If the administrator had already generated a ZSC key in the past, they can find the existing key by following the same navigation

  1. In the desired Zoho Support account, click Setup.
  2. In the Channels Space section, click API.
  3. In the ZOHO Service Communication (ZSC) Key section, you will then see the ZSC information, including the administrator’s e-mail address and the unique ZSC key. Whoever will be linking up the Support account in LiveDesk will need both pieces of information.

With the correct information provided by your Zoho Support account admin, you can proceed ahead linking your LiveDesk with Zoho Support. If you follow this process, you will not need to add your Zoho Support admin as a user inside your LiveDesk.

Because LiveDesk will auto-generate a pairing once a LiveDesk admin clicks the "Enable Support Integration" button, you could possible receive an incorrect, unintended pairing (if by chance you are an admin of another Zoho Support account). If you are not an admin for any Zoho Support accounts, the system automatic pairing process will display an error. Regardless, if you are not the admin of the Zoho Support account you are trying to pair your LiveDesk too, follow the instructions below to edit your integration configurations.

Changing system generated pairings or pairing accounts as a non-Support admin

If you happen to be neither a Zoho Support administrator or even have access through your account to any Zoho Support account, and you did happen to click the “Enable Support Integration” button in LiveDesk you will see a message informing you that:

“LiveDesk could not recognize your e-mail address as Zoho Support administrator. Please contact your Zoho Support administrator to get the details to complete the integration setup. Don't have a Zoho Support account, sign-up now.”

Also displayed will be the three boxes below where you can enter the administrator of the desired support account you wish to link to your LiveDesk, box to enter the ZSC key for the account and Portal Name.

If you have the information provided to you from your Support admin

Enter the correct information into each of the boxes, Support admin’s email, Zoho Support portal name and the provided ZSC key.

Click Enable to link your LiveDesk to the Support account you entered the information for.

If you are not the administrator of the Support account you wanted to link up, but you happen to be an admin of another Support account, and you did click the “Enable Support Integration” button, the system still created an auto-generated ZSC key. This reflects another Zoho Support account you have associated with your account that you are an administrator of. Please take time to check the system-generated configurations and make changes to ensure you have paired your LiveDesk system with the correct Zoho Support.

To change the Zoho Support account your LiveDesk is linked to (as a non-Support admin)

  1. Click Settings.
  2. In the Integration section, under the Zoho Support administrator sub-section, click Change.
  3. In the Support Administrator box that pops-out, edit the Zoho Support Admin Email Address field to add the e-mail address of the admin of the Zoho Support account you wish to associate. Also add the ZSC key for the account as provided to you by that Support admin and Zoho Support portal name.
  4. Click Save to make the changes.

To change the Zoho Support account your LiveDesk is linked to (as the admin of the desired Support account)

  1. Click Settings.
  2. In the Integration section, under the Zoho Support administrator sub-section, click Change.
  3. In the Support Administrator box that pops-out, edit the Zoho Support Admin Email Address field to add your e-mail address.
  4. Paste in the ZSC key that you just copied from the Support account. Also add the correct Zoho Support portal name.
  5. Click Save to make the changes.

Disabling Support integration

If necessary or desired, you can disable your LiveDesk’s integration with a Zoho Support account at any time.

To disable integration with Zoho Support:

  1. In LiveDesk, click Settings.
  2. In the Integration section, Zoho Support tab, click the Disable button on the top right.

You can easily re-enable the integration with the same settings, by:

  1. In LiveDesk, click Settings.
  2. In the Integration section, Zoho Support tab, click the Enable button on the top right.

Support integration Configurations

Now your LiveDesk is hooked up to your Zoho Support account, it is time to configure the integration to best fit your team’s specific needs. Read below to explore the options you have for configuring the integration.

Which Chats to Automatically Create Requests For

The first configuration you can make is deciding which chats from LiveDesk you want to be automatically created as requests inside Zoho Support. You can choose either All Visitors, Attended (visitors), Missed (visitors), or None. Whichever you choose, the system will create requests inside Zoho Support for all chats that fit your defined configuration.

To configure visitors chats as automated requests inside Zoho Support

  1. In LiveDesk, click Settings.
  2. In the Integration section, inside the Zoho Support configuration sub-section, select the type of chat which you would like to automate. All Visitors, Attended, Missed, None.

All Visitors– Converts chats with all the visitors into support request.

Attended– Converts only those chats attended inside LiveDesk to support requests.

Missed– Converts only missed chats to requests.

None– Automatically converts no chats to support requests. Instead, your agents can manually convert chats to Zoho Support requests based on their personal judgement.

Status for the Automated Support Requests

Choose the status of Zoho Support requests created from an attended chat in LiveDesk to either Open or Closed. For those requests created for chats missed in LiveDesk, the system will create a Zoho Support request with an Open status.

Department based configurations

You can also configure your departments in both Zoho Support and LiveDesk to ensure the right support agents are connecting and chatting with the right customers--and ensuring requests from LiveDesk are being logged to the right department inside Zoho Support.

Under the Department based configurations heading inside the Zoho Support integration settings page, you will see your existing LiveDesk departments. Each department will be listed on the left edge, with a drop-down menu on the right where you can configure which Zoho Support department you wish to pair this LiveDesk department with. You can also configure a department to have no integration, be read-only, or give your agents the ability to choose the intended Zoho Support department on demand.

The Department Linking Settings

As we mentioned, if you don't pair a LiveDesk department with a specific Zoho Support department you can choose one of three general settings: No Integration, Read only and Choose on demand.

These predefined settings, give you added flexibility for deciding where to create or send LiveDesk chats to inside Zoho Support. These predefined settings can be chosen for all the departments in your LiveDesk.

No Integration

If you choose the No Integration setting for a particular LiveDesk department, you cannot create or view any support requests while conducting chats in that department, and no requests will be automatically created from chats in that LiveDesk Department. These departments become effectively un-integrated with your Zoho Support account. If you have a LiveDesk department that doesn't handle customer support issues, this setting works great as you won't pollute your Zoho Support database with non-support related chats.

Read Only

If you configure a department to the "Read Only" setting, your agents can view the existing support requests from that customer's account, but they cannot create new support tickets, or edit the status of existing tickets.

Choose on Demand

By selecting the "Choose on Demand" setting for a department, your agents can view existing tickets and convert chats from this department in LiveDesk to a request in Zoho Support for whichever department it needs to be in.

When chatting with a customer in a LiveDesk department configured this way, the agent will see a button to the right of the chat window in the visitor information sidebar. By clicking this button, Convert Chat as request," the agent will be able to choose the priority, status, classification and department of the request he is creating inside Zoho Support. You can learn more about the configurations an agent can choose on demand below.

Priority– An agent can set the priority for the request as High, Medium or Low based on the chat with the customer and their specific needs.

Status– The agent can also choose the status of the request to be created, with the choices being: Open, On Hold, Escalated, and Closed.

Classification– Support agents can classify the chats as a Question, Problems, Features and others depending on how your classifications are configured inside the Zoho Support account your LiveDesk is linked to.

Department– Lastly, the agent can direct the request to specific department inside Zoho Support, to ensure the request he is creating from LiveDesk ends up where it needs to be inside your help desk.

Merging Support Request

When a customer starts a chat with you and it becomes clear they are asking for the same thing as they have in an existing request, you have the ability to merge the new request with the existing.

While chatting, you can click on any of the customer's existing requests on the right-hand sidebar. A click on the existing request will display the information about the request, along with a chat transcript if it was from a past chat. Below this you will see a button, "Associate Chat" that you can click to associate your current chat with that existing request, effectively merging the two requests.

You can select associate now and the existing request will be merged with a new request.

Department Intelligence

Upon integration, the system will check to see if your Zoho Support account and LiveDesk have matching department names. If there are matches, your LiveDesk will automatically route those departments together as your default department based configurations. Regardless of how many matches you have, be it one department or 20, your LiveDesk will automatically route those departments together by default.

 

 

Adding a new Department In LiveDesk and Integrating with Zoho Support

 

You can add departments to LiveDesk at any time and LiveDesk will automatically map the department to a matching Zoho Support department. If you create a new LiveDesk department and their is no matching department in your Zoho Support account, the system will by default configure this LiveDesk department to "On Demand."

When your LiveDesk automatically integrates a new department with a mathcing department in Zoho Support, you will see this message:

Auto association triggered! LiveDesk finds a match in the integrated Zoho Support. Hence it associates automatically. To de-link click here

Click “De- Link” to undo the auto-associated match, and configure the LiveDesk department to "Choose on demand".

 

Support request to be shown in LiveDesk

You can filter the “recent support requests” and the “search results” from Zoho Support, or you can fetch from all the Zoho Support departments. You will get two options here.

All Departments – This will show the recent requests, search results from all departments of Zoho Support in your agent Operator console.

Mapped Departments – This will show the recent requests and search results only from the mapped Zoho Support department.

 

 

Note : For Read-Only and Choose on Demand departments. Recent request and search will show the request form all the departments.

Support Information

With your LiveDesk integrated with Zoho Support, your agents will be able to view a customer or visitor's corresponding information from customer support database in the visitor information sidebar in your chat window. The information your agents can view while chatting from Zoho Support includes:

  • Account name
  • SLA Name
  • Contract Name  
  • Contact Owner 

Using the integrated information

When you know how to use the instantly available information from Zoho Support, you get the most value from your integrating live chat support with your existing customer support database.

How to view the Recent Chat Transcript of a Visitor? 

When an agent receives a chat from a visitor the recent requests inside Zoho Support from that visitor will be displayed below the visitor info on the right sidebar. By clicking a request an agent can view more information about the request, including a complete chat transcript if there is one.

Quick, Direct Access to Zoho Support 

If your LiveDesk agent also has access to the Zoho Support account, a simple click on the "Read More" icon in the recent request, and they will automatically get a complete view of that specific request inside Zoho Support. With instant access to a past, or related requests, your agents can quickly get a better view of how they can help the customer they are currently chatting with.

 

Converting chats to request without the Visitor email address

If you are chatting with a visitor, and their email address wasn't provided automatically from the chat embed, you will be unable to automatically create a chat request inside Zoho Support.

However, chats can still be converted to requests by manually adding the visitors email address from the sidebar in LiveDesk, after receiving the correct information from the visitor in the chat.

 

  1. In the sidebar of the chat window, find the edit icon (the yellow pencil) beside the visitor's name, and Click it to edit the visitor's information. 
  2. After clicking the edit icon, you will find fields for Visitor Name, Email Address and Contact Number.
  3. After you have inputted the necessary fields, click "Save" to sync those details with the visitor.
  4. Then click the "Convert Chat as Request" button to now convert the chat to a request in Zoho Support.

Searching Tickets

While chatting with, your agents can also search for tickets from Zoho Support by visitor name, ticket number, a visitors email address, or even by a requests subject.

To search for requests, click on the magnifying glass on the right side of "Request Related to this Chat." This will take you to the search panel where you can enter the term you wish to look up.

Changing a Request's Status

Also while chatting, your agents can open or close related Zoho Support requests from LiveDesk. Lets say you are chatting with a customer and learn from chatting that his password has not actually been reset. So instead of creating another request, you can re-open the associated request you see in the sidebar and ensure the task gets taken care of without the mess of redundant requests.

Top