Helpdesk extensions in eWidget

Zoho Mail offers smooth integrations with Helpdesk applications such as Zoho Desk, Zendesk, Zoho Assist and GoTo Meeting as extensions, which allow you to view and access information and perform actions in those applications without leaving your mailbox. These extensions are accessible from the eWidget, on the right side of your Inbox.

Zoho Desk

Zoho Desk is an online context-aware help desk software that aids your support technicians in managing the tickets assigned to them. You can create, assign, search, and view your tickets from Zoho Desk in eWidget. This integration enables you to view the information on the tickets assigned to you in eWidget as you read the corresponding emails.

You need to set up the Zoho Desk integration in Zoho Mail to use it from eWidget.

Setting up Zoho Desk Extension:

  1. Log in to your Zoho Mail account
  2. Go to Settings >> Integrations card.
  3. Navigate to Zoho Desk and click on it.
  4. Choose a portal from the drop-down to finish setting up.
  5. Zoho Desk will be listed in the app menu in eWidget.

Using Zoho Desk integration

After setting up, follow these steps to use the Zoho Desk integration in eWidget:

  1. Click on the Zoho desk e-widget icon on the right pane or the eWidget  icon on the bottom-right corner of your mailbox and select Zoho Desk from the app menu.
  2. You will have options to open, view, edit, search, create, and access the tickets in that specific portal. 

You can also comment on the tickets to communicate internally with your support staff and assign the unassigned tickets through the eWidget.

My open tickets:

This section displays all the open tickets assigned to you in that specific portal and lets you comment on them. You can choose the department from which you want to view the open tickets by using the drop-down at the top of the ewidget window.

You can use the filters to view the tickets based on status and/ or channel.

Unassigned tickets:

The Unassigned tickets are listed under this section and can be filtered according to the predefined set of Status or Channel parameters you’ve set in Zoho Desk. This makes it easier to identify and assign the tickets to the respective support team members. For example, if you had created the Status parameter ‘Follow up’ in Zoho Desk, it will be listed as a parameter under Status in the filter menu of the Unassigned tasks section.

Create ticket:

You can directly create and assign a ticket from the Zoho Desk eWidget in Zoho Mail which will automatically be synced and reflected in Zoho Desk.

  1. Click on the Zoho desk e-widget icon on the right pane or the eWidget  icon on the bottom-right corner of your mailbox and select Zoho Desk from the app menu.
  2. Select Create ticket.
  3. Fill in all the necessary details in their respective fields. Select the Status of the ticket.
  4. Assign the ticket to a person by entering their name or choosing from the drop-down list in the Ticket Owner field, Add an attachment related to the ticket from your desktop and click Create.
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You can also create tickets from an email using the Create ticket option. You can open the email with your Zoho Desk ewidget open. The details in the email will get populated in the appropriate fields for you to create a ticket with ease. If there is any attachment in the email it will be fetched by the Create event window and will be attached to the Add attachment field.

View Tickets:

View tickets section is set by default to All cases and lists all the tickets from the department selected in one place. If you have created custom Views filters in Zoho Desk, you can select it from the drop-down menu to list the tickets from that specific view.

Apply the filters in this section (status and channel), in addition to the Views to effectively refine your search.

Search ticket:

Three efficient filter parameters in the Search Ticket section will help you narrow down your search.

  • Contact - Customer’s email address.
  • Ticket ID - Ticket reference number.
  • Agent - Person to whom the ticket was assigned to.

When you preview a ticket mail from your inbox with Zoho Desk ewidget open, the tickets related to the user will be listed along with the Customer's email address. If the ticket mail is from a support email address the details of the ticket will be fetched and shown in the Search ticket window. If the ticket mail is from a customer email address all the tickets from that customer along with the Customer Insights will be shown.

Zendesk

Zoho Mail and Zendesk users can use the Zendesk extension in eWidget to view, edit, comment, reply, close and even create tickets in Zendesk.

You need to set up the Zendesk extension in Zoho Mail to access it from eWidget.

Setting up Zendesk extension in eWidget:

  1. Go to Settings >> Integrations card.
  2. Navigate to Zendesk and click on it.
  3. Enter your subdomain name in the given field and click Authenticate.
  4. You will be redirected to the authentication page in Zendesk.
  5. Enter your credentials and click Sign in 
  6. Click Allow to continue the setup.
  7. The Zendesk extension will be enabled and listed in the app menu in eWidget.

Using Zendesk Extension in eWidget:

  1. Navigate to the eWidget  icon on the bottom-right corner of your mailbox.
  2. Select Zendesk from the app menu.
  3. You will have options to open, view, edit, search, create, and access the tickets in that specific subdomain. 

Use eWidget to populate the information from an email in the appropriate fields while creating a ticket in the Zendesk extension. You can also comment on the tickets as a public reply or internal note and assign the unassigned tickets.

My open tickets:

View and comment on the tickets assigned to you in the subdomain. You can also use the filter options StatusPriority, and Type.

Unassigned tickets:

The Unassigned tickets in Zendesk are listed in this section and can be filtered according to the Status, Priority, and Type you’ve set in Zendesk. 

View Tickets:

View tickets section is set by default to Your unsolved tickets. You can choose the other options from the drop-down menu which has both the predefined and custom views created by you, if any, in it.

Search ticket:

You can use these three filter parameters in the Search Ticket section to effectively narrow down your search.

  • Requester - User’s email address.
  • Assignee - Person to whom the ticket was assigned to.
  • Ticket ID - Ticket reference number.

Create ticket:

The tickets you create in the eWidget in Zoho Mail will directly be reflected in Zendesk.

  1. Select Zendesk from the app menu in the eWidget.
  2. Click Create ticket.
  3. Fill in all the necessary details in their respective fields.
  4. Assign the ticket to a person by entering their name or choosing from the drop-down list in the Assignee field and click Create.


You can convert an email into a ticket in Zendesk by selecting the Create ticket option. The details in the email will get populated in the appropriate fields for you to create a ticket with ease.

Zoho Assist

Zoho Assist is an instant remote support software which helps your support technicians in scheduling and offering screen sharing support to your customers. You can initiate or schedule remote support sessions or share your screen with the other person from your mailbox in eWidget as you read the corresponding emails. Zoho Assist integration is enabled by default in Zoho Mail for all users who use both these services. 

Using Zoho Assist integration in Zoho Mail

  1. Login to your Zoho Mail Account
  2. Click on the eWidget  icon on the bottom-right corner of your mailbox.
  3. Select Zoho Assist from the app menu in eWidget to schedule/start a remote support session or to share your screen from your mailbox.

Scheduling a remote support session:

  1. Select Zoho Assist in the eWidget app menu.
  2. Click on Remote Support >> Schedule.
  3. If a corresponding mail is open, eWidget prefills the available information in the appropriate fields.
  4. You can make edits to any field to your liking. Once done, click Schedule.

ServiceDesk Plus 

ServiceDesk Plus (SDP) is an IT help desk software from ManageEngine. SDP integration with Zoho Mail will allow you to manage and create SDP requests from inside your inbox.

Creating Request

  1. Login to your Zoho Mail Account
  2. Click on the eWidget  icon on the bottom-right corner of your mailbox.
  3. Select ServiceDesk Plus from the app menu in eWidget listing.
  4. Click on the Create New Request icon (plus icon) on the right side. 
  5. Provide the following details:
    • Request type
    • Impact, Status, Level, and Priority of the request
    • Mode - Email, call etc
    • Urgency of the request - high, low, etc
    • Subject
    • Technician handling the request
    • Requester details
  6. Once the details are entered, click Add Request.

​Opening SDP eWidget while previewing an email will contextually fill the above details to create a request. 

​​Managing Requests

Inside the SDP eWidget, choose the Portal you want to view from the dropdown. All the requests in the selected Portal will be listed in the eWidget.

View and Search Requests

You can filter the request you want to view using the All Request dropdown. You can view cancelled requests, completed requests, pending requests, etc using this option.

You can also search request based on Request ID, Status or Subject.

Other Options

Click on any request to view the details of the request. You can perform the following options from this details view:

  • Edit - Modify the details of the request
  • Close - Close the request
  • Pickup - Assign the request to yourself
  • Assign - Assign the request to another technician

 

 

 

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