Customer Insights Extension for Zoho Desk
Building customer relationships work better when you can understand your customers better. For a greater understanding, you need access to contextual information about customers at the right moment. Customer Insights gives real-time insights about customers right next to their ticket. You can view insights for each customer like the number of tickets received, response and resolution times and their happiness rating percentage. These insights enable you to stay ahead of customer issues by tailoring your responses and offering proactive services.
To install Customer Insights Extension:
- Log in to your Zoho Desk account with Administrator privileges.
- Click the Setup icon (
) > Integrations > Marketplace.
- Search for Customer Insights in the search bar on the right-hand side of the screen.
- Select the Customer Insights extension.
- In the Customer Insights installation setup page, do the following:
- Select Profiles and Departments whose agents can access the extension in Zoho Desk.
- Agree to Terms of Use.
-
Click Install.
The extension will be installed for the specified profiles and departments.
- Click Authorize in the pop-up window to activate the extension.
- Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
To view customer insights
- Open a ticket in Zoho Desk.
- Click the Extensions icon (
) on the left side of the ticket's detail page.
- Select Customer Insights in the Extensions list.
Notice that the Customer Insights icon is now available in the icons list and is open. - View the following details of the customer in the same pane.
- Open vs. Closed - The donut chart displays the total number of open and closed tickets for the customer.
- Average First Response Time - It is the number of minutes (or hours) elapsed between the time a customer submits a ticket and the time an agent responds to the customer. Only the time it takes for a response after a ticket was first opened will be taken into account.
- Average Response Time - It is the average amount of time it took for every agent response rather than for every ticket.
- Average Resolution Time - It is the average amount of time it takes for your agents to resolve a ticket after it has been opened. The resolution time is counted from the moment the ticket is created to the moment the ticket is marked as closed.
-
Happiness Rating - This widget will display the overall customer satisfaction score as received from the customer. It also shows the percentage of each rating (positive, neutral and negative).
To uninstall Customer Insights Extension
- Go to Setup > Integrations > Marketplace.
- Click Installed Extensions on the Marketplace page.
- Choose Customer Insights from the list of extensions.
- Click the More icon (
) at the upper-right corner of the Customer Insights extension setup page.
- Select Uninstall Extension.
- Click Confirm to uninstall the extension.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Customizing the Agent Details Card in Radar
The Agent Details Page in the Radar app offers a comprehensive view of an agent’s ticket information, contact details, and performance metrics, including average handling time and customer satisfaction ratings. The page is organized into various ...Setting up Customer Happiness Rating
Listen to the voice of your customers by enabling customer happiness ratings in Zoho Desk. Happiness rating helps you get a glimpse of what your customers think about the support they receive at the end of each response or closing their ticket. The ...Measuring Customer Happiness in Instant Messaging
Getting genuine, useful feedback after a chat support interaction shouldn’t feel forced for you or your customers. With Zoho Desk, you can gather honest feedback without interrupting the conversation flow. This guide covers how Customer Satisfaction ...FAQs: Zia powered by ChatGPT and ChatGPT for Zoho Desk extension
How is Zia's integration with ChatGPT useful for my business? The power of generative AI (ChatGPT) coupled with Zia's capabilities can bring a spectrum of benefits to the customer support processes in businesses Contextual responses to tickets: Zia ...GoToWebinar for Zoho Desk
Webinars help give product demos and make a great tool for customer support. The GoToWebinar extension for Zoho Desk helps support agents explain their product efficiently through webinars, allowing them to resolve support tickets faster. With this ...
New to Zoho LandingPage?
Zoho LandingPage Resources