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

1. Open a ticket in Zoho Desk.
   
2. Click the Extensions icon (  ) on the upper-left side of the page.
   
3. Expand the Ticket Insights section in the Marketplace pane.
   
4. View the following details of the ticket.
   
• The donut chart displays the total number of conversations between the agents and the requestor of that particular ticket. 
  
• Incoming Threads - It is the number of incoming threads in the ticket. 
  
• Outgoing Threads - It is the number of outgoing threads in the ticket.
  
• Comments - It is the number of comments in the ticket.
  
• Average Handling Time - It is the average amount of time an agent spends working on the ticket.
  
• Usage Web - The web chart displays the total number of tasks, approvals, comments, attachments, and time entries associated with the ticket.
  
  
  
  

To uninstall Ticket Insights Extension

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