Integrating Zoho Desk with Slack

Integrating Zoho Desk with Slack

Introduction

Zoho Desk for customer support and Slack for cross-functional collaboration. If these are the tools that power your organization, your team members -- especially support agents -- can derive great value through an integration of the two.

This integration can provide your agents with quick access to ticket information right within Slack, thereby saving time and effort.

For instance, Claire from the sales team requires an update on a ticket from one of her key customers. She can contact Bob from the customer support team via Slack, asking for the update. Bob can then retrieve the information required from Zoho Desk by typing a simple slash command on Slack. Without this integration, Bob would have to open Zoho Desk in a new browser tab, manually search for the ticket, and then provide the update to Claire.

Besides, you can also deliver ticket-related notifications to your agents via Slack. The notifications can cover multiple help desk events, such as closing a ticket, modifying the status of a ticket, receiving a happiness rating, and so on.

Overall, in this integration, you can:
  • Map all Zoho Desk departments to a single Slack channel (be it public or private), or
  • Map individual Zoho Desk departments to their corresponding Slack channels
  • Choose ticket-related actions that must be notified via Slack
  • Quickly retrieve ticket-related information through simple slash commands
  • Create tickets, comment on tickets, and respond to tickets from Slack



  • Notify agents about upcoming transitions in the case of Blueprint-applied tickets
  • Receive automated ticket updates through Slack direct messages



Now, let us look at how to set up this integration. 

Enabling Slack Integration

As the first step, you must enable Slack integration in your Zoho Desk portal. To enable the integration, perform the following steps:
  1. Log into your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon  ) on the top bar.
  3. On the Setup Landing page, under Marketplace, click All.
  4. On the Marketplace page, under the All Extensions tab, click Slack For Zoho Desk.
    The Slack For Zoho Desk page opens.
  5. On this page, click Install.
    The
    Use of Personal Details confirmation window appears.
  6. Click Continue
    The
    Confirm Installation window appears.
  7. Click Install. (If you manage multiple help desk portals, make sure to choose the correct portal from the Portal Name drop-down list.) 
    The
    Slack Integration page appears. 
  8. Click Enable Integration.



    Slack's Sign in to your workspace page opens in a new window.



  9. Enter the name of your Slack workspace and click Continue.
    The Workspace Sign in page opens.



  10. On this page, enter your Slack login credentials and click Sign in.
    The app permissions page opens.
  11. On this page, in the Post to drop-down list, choose the Slack channel in which Zoho Desk notifications must be posted.



  12. Scroll down the window and click Authorize.
Your Slack workspace and Zoho Desk portal are now integrated. Notifications from your Zoho Desk portal will be delivered to the channel you chose in the app permissions page. 

A new tab titled Your Slack Workspaces appears in the Slack Integration page.



Associating More Workspaces

You can associate multiple workspaces to your help desk portal and map the departments to the different channels in each workspace. To associate more Slack workspaces, perform the following steps:
  1. On the Slack Integration page, click +Associate Slack Workspace.
    The app permissions page of the current workspace appears.
  2. On the top-right side of the app permissions page, click the workplace drop-down list and click Sign in to another workplace.



    Slack's Sign in to your workspace page opens in a new window.
  3. Enter the name of your Slack workspace and click Continue.
  4. The Workspace Sign in page opens.
  5. On this page, enter your Slack login credentials and click Sign in.
    The app permissions page opens.
  6. On this page, in the Post to drop-down list, choose the Slack channel in which Zoho Desk notifications must be posted.
  7. Then, click Authorize.
Another Slack workspace is now connected to your Zoho Desk portal.

Configuring Mapping and Notification Settings

After enabling Slack integration, you can configure the notification settings for your Slack workspace. These settings include department-channel mapping and help desk actions for which notifications must be sent. To configure the settings, perform the following steps:
  1. On the Slack Integration page, click the Your Slack Workspaces tab.
  2. Click the workspace whose settings you want to configure.
    The workspace settings page appears.
  3. You can configure two types of mappings in this integration. You can either map all your Zoho Desk departments to a single channel or map each department to a different channel.

    Multiple Departments - Single Channel Mapping
    • If all your Zoho Desk departments are mapped to a single Slack channel and you want to change just the channel, click Change.
      The list of channels available in your Slack workspace appears.



    • Click the channel on which you want to post the notifications.
      All Zoho Desk notifications will now be delivered to the channel you chose.

    One-to-One Department-Channel Mapping

    • If you want to map each Zoho Desk department to a separate channel, on the upper portion of the page, click Click Here.
      The department-channel mapping pane appears on the right side.
    • In this pane, map each individual Zoho Desk department to the Slack channel of your choice.
    • After mapping the departments and channels as required, click Save.



      The one-to-one department-channel mapping is now configured.



  4. Under Slack Notifications, you can choose the actions for which notifications must be delivered in Slack. Just use the toggle switch next to each action to enable or disable notifications.


You can map multiple departments to a single channel, but you cannot map a single department to multiple channels. 

Using Zoho Desk Slash Commands in Slack

After integrating your Zoho Desk portal and Slack workspace, you can retrieve ticket-related information right from Slack using slash commands.

 

All that you need to do is just type the appropriate slash command to retrieve the information required. 

After you type a slash command in Slack, the information you requested is displayed in the format shown below. 





Admin users who configure the integration can use slash commands immediately after the integration is done. Other users, however, must authenticate themselves by logging in to Zoho Desk the first time they try using a slash command. Login is not required during subsequent attempts. 

Disabling a Workspace

If you want to disconnect a Slack workspace from your Zoho Desk portal temporarily, you can disable the workspace. After disabling a workspace, you will not be able to edit the notification settings and department-channel mapping configured. You will have to enable the workspace again and make the necessary changes. To disable a workspace, perform the following steps:
  1. On the Slack Integration page, click the enable/disable toggle key next to the workspace you want to disable.
    A warning message appears, stating the implications of disabling the workspace.
  2. Click the Continue button.
    The workspace is now disabled. You can enable it later using the toggle key, if required.

Deleting a Workspace

If you want to disconnect a Slack workspace from your Zoho Desk portal permanently, you can delete the workspace. However, all data related to the workspace will be permanently deleted from Zoho Desk. To delete a workspace, perform the following steps:
  1. On the Slack Integration page, hover over the workspace you want to delete.
  2. Click the Delete icon that appears next to the name of the workspace.
    A warning message appears, stating the implications of deleting the workspace.
  3. Click the Delete button.
    The workspace is now deleted from your Zoho Desk portal.

Disabling the Slack Integration

If you want to stop delivering Zoho Desk notifications to your Slack workspaces temporarily, you can disable the integration. To disable the integration, perform the following steps:
  1. On the Slack Integration page, click the enable/disable toggle key next to Slack.
    A warning message appears, stating the implications of disabling the integration.
  2. Click the Continue button.
    The integration is now disabled. You can enable it later using the toggle key, if required.

Deleting the Slack Integration

If you want to permanently delete the Slack integration from your Zoho Desk portal, perform the following steps: 
  1. On the upper-right side of the Slack Integration page, click the More icon  ).
    A menu with the Delete option appears.
  2. Click Delete.
    A warning message appears, stating the implications of deleting the integration. 
  3. Click the Delete button.
    The Slack integration is now deleted from your help desk.

Regenerating OAuth Token (Applicable Only for Slack v1 Users)

If you linked your Zoho Desk portal with your Slack workspace(s) using the first version of this integration, you will have to regenerate the OAuth token to be able to see the latest changes. These changes include the ability to:
  • Send messages to private channels
  • Deliver automated notifications via direct messages
  • Create, reply to, and comment on tickets







Admin users who configure the integration can receive notifications via direct messages immediately after the integration is done. Other users, however, must authenticate themselves by logging in to Zoho Desk once. 

To perform an authentication check, enter a Zoho Desk-related slash command in a channel. If you are authenticated, the data you requested will be displayed immediately. Else, a Zoho Desk login pop-up will be displayed. In that case, enter your login credentials and complete the authentication.

To regenerate the OAuth token, perform the following steps:
  1. On the upper-right side of the workspace detail screen, click the More icon (  ).
    A menu appears. 
  2. In the menu, click Regenerate



    The app permissions page of Slack appears.
  3. On this page, select the channel on which you want to post notifications. You will now see direct messages and private channels, too, in the list.



  4. Next, click the Authorize button.
    The OAuth token for the integration is regenerated and the access scopes are refreshed.

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