View Customer Insights in Tickets - Zoho Desk Knowledgebase

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:

  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon (  ) > Integrations > Marketplace.
  3. Search for Customer Insights in the search bar on the right-hand side of the screen.
  4. Select the Customer Insights extension.
  5. 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

  1. Open a ticket in Zoho Desk.
  2. Click the Extensions icon (  ) on the left side of the ticket's detail page.
  3. Select Customer Insights in the Extensions list.
    Notice that the     Customer Insights icon is now available in the icons list and is open.
  4. 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

  1. Go to Setup > Integrations > Marketplace.
  2. Click Installed Extensions on the Marketplace page.
  3. Choose Customer Insights from the list of extensions.
  4. Click the More icon (  ) at the upper-right corner of the Customer Insights extension setup page.
  5. Select Uninstall Extension.
  6. Click Confirm to uninstall the extension.