What is Zoho Desk?

Availability

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Integrate Zoho Desk with Bigin

1. Two way sync
   
   The contacts/companies created in Bigin will be synchronized in Zoho Desk and vice versa. After the sync, if the any updates made to the contacts or companies will be captured. 
   
2. One way sync
   
   The contacts/companies created in Bigin will be pushed to Zoho Desk and not the vice versa. Further any updates made to the contacts or companies will be captured. 
   
3. No sync
   The contacts or companies created from Bigin will not be synced with Zoho Desk. But, if the same contact or company is present in both the platforms (Bigin and Zoho Desk) and if they have raised any support tickets, then it can be viewed in the record details page.

1. Go to Settings (  ) > Integrations/Toppings > Zoho Desk > Setup Now.
   
2. Under Desk Account Information, your email will be pre-populated.
   
3. Choose your portal from the Portal drop-down list.
   
   
   
4. Click Next.
   
5. Choose one of the sync options available.
   
   You can choose from:
   
1. Two-way sync.
   
2. One way sync
   
3. No sync.
   
   
   
6. Click Manage Field Mapping from the Map Fields section.
   

   
   
7. Map fields in Zoho Desk with the fields in Bigin.
   

   
   
8. Click Done.
   
9. Once all the configurations are done, click Activate.
   

Note

1. If you don't have a portal in Zoho Desk, create one in Zoho Desk and choose it for integration.
   

Configure portal of another user

1. Login to Zoho Desk with Administrative privileges.
   
2. Go to Setup > Developer Space > API.
   
3. Copy the ZSC key under Zoho Service Communication (ZSC) Key section.
   
   You can also click Regenerate Key to get a new ZSC key.
   

   
   

1. Go to Settings > Integrations/Toppings > Zoho Desk > Setup Now.
   
2. Click Configure other user's portal.
   
   
3. Enter the Portal Admin's Email Address.
   
4. Enter the ZSC key.
   
5. Click Next.
   
   
   
6. Specify the Sync Option and Manage Field Mapping.
   
7. Once all the configurations are done, click Activate.
   

Creating tickets

Note

1. Only portal admins or users with create tickets permission in Zoho Desk can create tickets from Bigin.
   

1. Go to Contacts/Companies/Pipelines module.
   
2. Select a record for which you want to add a ticket.
   
3. Click the Tickets tab.
   
   All the tickets related to the chosen record will be listed.
   
4. Click + Ticket to create a new ticket.
   
5. Enter the Ticket Information and click Submit.
   

Note

1. The +Ticket option will be available in the following cases:
   
2. In Contacts module, if the contact has a valid email address.
   
3. In Pipelines module, if the pipeline record has an associated contact with a valid email address.
   

Responding to the tickets

1. Reply - You can choose Reply if you want to respond only to the person to whom the issue is related.
   
2. Reply all - Reply all sends the response to everyone involved in the ticket which involves the emails mentioned in CC as well.
   
3. Forward - Allows you to direct the support ticket to anyone of your choice. 
   

Note

1. Only portal admins or users with Create Ticket permission in Zoho Desk will be able to respond to tickets. Others will be able to view the conversations. 
   

1. Go to the record and select the ticket to which you want to respond from the Tickets tab.
   
2. Click Reply, Reply All, or Forward icon, enter the content and click Send.
   

Ticket status

1. Go to the record and select the ticket to which you want to modify the Status.
   
2. Select the status of the ticket from the drop-down list.
   
   Click here to read more about adding a ticket status.
   

Enable Signals notifications

1. A new ticket
   
2. New Comment
   
3. New Response
   
4. Overdue Ticket
   
5. Escalated Ticket
   
6. New Rating
   
7. Mentions
   

1. Go to Settings (  ) > Signals.
   
2. Enable the appropriate Signals for the Desk Channel and click Save.
   
   

Deavtivate Integration

1. Go to Settings (  ) > Integrations/Toppings > Zoho Desk > Manage.
   
2. Click Deactivate and give your confirmation in the popup.