Zapier is a third-party service that connects Zoho Desk to many other apps and services, including Slack, Gmail, MailChimp, Shopify and more. It enabled you to automate your entire workflow by copying and moving your data between Zoho Desk and other online applications. This way, you don't have to spend too much time or resources integrating Zoho Desk with other apps.
Before we go further, it is important that you know the following three things:
An integration between two apps is called a Zap.
A trigger is an event that happens in one app.
An action is the event that Zapier automatically performs in another app based on that trigger.
Still a little confused? Check out Zapier's Video:
Triggers and Actions supported by Zoho Desk
You can design zaps where Zoho Desk is the trigger (i.e., creating a new ticket in Zoho Desk triggers an automated action), and where Zoho Desk is the action (i.e., doing something in another app/service will automatically trigger the creation of a new ticket in Zoho Desk). Let's look at the various triggers and actions supported by Zoho Desk.
New Ticket - when a new ticket is created
New Message - when a new message is added to any ticket in the selected department
New Status Change - when a status of ticket is changed
New Account - when a new account is created
New Contact - when a new contact is created
New Agent - when a new agent is added
New Comment - when a new comment is added to any ticket in the selected department
Send Email Reply - sends an email reply for a ticket
Create Ticket - creates a new ticket
Add Comment - adds a new comment to a ticket
Create Contact - creates a new Zoho Desk contact
Making a Zap
As an example, let's say you want a message to be sent on the Slack channel whenever a new ticket is created in Zoho Desk. Here's how you will go about it:
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