Integration With Zoho Desk | User Guide - Zoho Assist

Working with Zoho Desk Integration

Integration of Zoho Assist with Zoho Desk allows you to initiate remote support and screen sharing sessions directly from your support tickets. No prior setup or installation is required at your end or your remote customer's end to initiate a session. You can also schedule a remote support session or a screen sharing session from your support tickets. Once the session is over, you can update the Desk ticket status, edit the ticket resolution, and add session related notes.

Steps

How to start a session

  • Once you log in to your Zoho Desk account, go to Views in the left menu bar
  • Open the Desk support ticket.
  • Click on Remote Assist.

  • Choose either Access Remote Screen or Share My Screen to initiate a remote support session or a screen sharing session.

  • By default, the invite would be sent to the email address that is mentioned in the ticket. You can also send the invite to a different email address if you wish.
  • Select Start Now to initiate a session now or select Schedule to schedule a session.

  • Session will begin once your customer joins the session..
  • Once the session ends, you can update the ticket status, ticket resolution and session notes for the particular ticket from Zoho Assist Technician Console itself.

Note : 

  • Scheduling a session is possible only in Professional and Enterprise editions.
  • To check Zoho Assist's integration from Zoho Desk, click on Setup andchoose Zoho under Marketplace.  

 

Here are few frequently asked questions: 
  1. Do I need to configure Zoho Desk in Zoho Assist to use the integration?

    Zoho Desk's integration with Zoho Assist is enabled by default. There is no configuration process required to use the integration.

  2. Why am I not able to initiate a remote support session?

    You might have encountered trouble while initiating a remote support session because of one of these three reasons.

    • Your organization might not have a licence under remote support Standard plan or above.
    • If are using a organizational account with free plan, you will not be able to initiate remote support session from Zoho Desk. Please purchase a licence under remote support standard plan or above to initiate sessions from Zoho Desk.
    • Your organization administrator might not have given you remote support permission.
  3. What are all the options available with the Zoho Assist integration?

    The integration allows you to initiate instant and scheduled remote support and screen sharing sessions right from your Zoho Desk tickets.

  4. Can I update the ticket status at the end of session?

    Yes, you can update the ticket status at the end of the session. In addition, you can also update the ticket resolution and add a brief summary at the end of the session.

  5. What are the basic system requirements to initiate a remote support session?

    Please click here to check the system requirements at the technician's end and customer's end.

  6. As a trial user, what options do I have with the integration?

    You can initiate instant and scheduled remote support and screen sharing sessions from Zoho Assist. During the trial period, you'll also be able to use all the enterprise edition features.

  7. How to manage remote support privileges given to my technicians?

    You can manage remote support permissions given to technicians in your organization from the Manage Technicians option in Zoho Assist.


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