CRM Help

Zoho Desk Integration

Zoho Desk 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 Desk Integration permission in their profile.

Administrator Functions

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

New to Zoho Desk?Existing Zoho Desk Customers?
If you're new to Zoho Desk, follow these steps:
  • Sign up for Zoho Desk 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 Desk Integration for Zoho CRM users
If you're the Administrator of the Portal in Zoho Desk, follow these steps:
  • Log in to Zoho Desk 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 Desk Integration for Zoho CRM users

If you're not the Administrator of the Portal in Zoho Desk, follow these steps:

  • Get ZSC key from the Administrator in Zoho Desk
  • 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 Desk Integration for Zoho CRM users

Configure Zoho Desk Integration in Zoho CRM

A Portal, in Zoho Desk, 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 Desk.
  • If you deactivate any one of the users using the Desk 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 Desk account.
  • You can use the ZSC Key and the email address of the Zoho Desk 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 Settings > Setup > Extensions & APIs > Zoho > Zoho Desk.
  3. In the Zoho Desk page, click Subscribe Now.
    • If you are new to Zoho Desk, do the following:
      • Sign up for Zoho Desk and create your portal
      • Generate ZSC Key in Zoho Desk
    • If you are an existing user in Zoho Desk, do the following
      • Generate ZSC Key in Zoho Desk
        OR
      • Get the ZSC Key from the administrator of Zoho Desk

Part II - To set up Zoho Desk Integration

  1. In the Zoho Desk page, under Set Up Zoho Desk Integration section, do the following:
    • Enter the Zoho Service Communication (ZSC) Key of Zoho Desk 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 Desk for Users

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

To activate Zoho Desk Integration

  1. Click Settings > Setup > Security Control > Profiles.
  2. In the Profiles page, click Edit for the user's profile.
  3. Under Apps Permissions, select the Zoho Desk Integration check box.
  4. Click Save.

Deactivate Zoho Desk

As an administrator of Zoho CRM, you can deactivate Zoho Desk 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 Desk.
  • If you deactivate any one of the users using the Desk 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 Desk account.
  • Any user with administrator privileges can deactivate or change the portal and associate another portal to the Zoho CRM account.

To deactivate Zoho Desk

  1. Log in to Zoho CRM with administrative privileges.
  2. Click Settings > Setup > Extensions & APIs > Zoho > Zoho Desk.
  3. In the Zoho Desk page, click Deactivate Zoho Desk.

User Functions

View Support Tickets

Once the Zoho Desk 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 Desk Related List.
    All the tickets associated to the record will be listed.

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