YouTube Extension - Zoho Desk Knowledgebase

YouTube for Zoho Desk

YouTube comments are a fantastic engagement point that can tell how your audience feels about your videos. By replying to them—positive or negative—you give your commenters value when they take the time to say something, especially if they're giving you kudos. It's also an excellent way to foster further engagement and grow your community. But switching between too many tools can be counterproductive, causing you actually to lose focus on the task at hand. Keeping track of comment threads across all your videos would get overwhelming quickly.

The YouTube for Zoho Desk extension aims to keep your focus on customers by allowing you to manage YouTube comments inside Zoho Desk. You can create tickets for YouTube videos to track their comments and reply to them just like you would for regular tickets. Your ticket replies get added as replies to the video on the YouTube channel.

  1. The extension is capable of adding 100 YouTube comments to a ticket every 4 minutes.
  2. The extension can work with only one YouTube channel at a time.
  3. A video's description will be added as the description of its corresponding ticket.
  4. Due to technical constraints:
    1. Video comments will not create individual tickets.
    2. Replies to video comments will not be nested beneath that of the original poster.
    3. Mentions will not work and will not actually notify anyone on YouTube.

Key Features
  1. Send video comments to the relevant team by mapping departments within Zoho Desk to the related videos on a YouTube channel.
  2. Track all comments of a particular video on a single ticket
  3. Agents can reply to the comments by adding a reply in Zoho Desk
  4. Since Zoho Desk connects to YouTube as a ticket channel, you will be able to resolve tickets by taking advantage of Zoho Desk's views, workflows, and macros

Installing the Extension
The YouTube extension can be installed from the Zoho Marketplace or your Zoho Desk account.

To install the extension:
  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon (  ) in the top bar.
  3. Under Marketplace, click All.
  4. Search for 'YouTube' in the search bar on the right-hand side of the screen.
  5. Select the YouTube for Zoho Desk extension and click Install.
  6. Click Install on the Confirm Installation window.
    You will land on the General Settings page.

  7. On the General Settings page, do the following:
    1. Select the department where you would like to create tickets from video comments.
    2. Select the channel type or enter a new channel that represents such tickets.
      Note: Entering a new channel name will automatically add it to the Channel field. 
    3. Specify the profiles whose agents can access this extension.
    4. Agree to the Terms of Use.
    5. Click Install.
  8. Click Authorize in the pop-up window to activate the extension.
  9. Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
  10. Click Authorize again in the pop-up window to authorize your YouTube account to be used within Zoho Desk.
    You will land on the
    Preference page.

  11. On the Preference page, do the following:
    1. Enter the YouTube Channel ID whose videos will be added here and then click Add.
      This will open the container to add target videos from the channel.
    2. Select the videos whose comments you would like to capture on tickets.
    3. Select the department where you would like to create the tickets.
      Note: You can add up to 10 videos per department. Each video will have its corresponding ticket created in the department.
    4. Click Update.
  12. Voila! You are now ready to track the video comments on tickets.

You can click Add Video to track comments from other videos in a different department.

Tracking Video Comments
You will begin to receive new comments from videos on their corresponding tickets in your help desk. Each comment will be added as an individual conversation. You can click the Reply icon on the ticket to leave a reply to a comment on the YouTube video. Meanwhile, here's how a ticket created from a video will look like:

Uninstalling the Extension
You can uninstall the YouTube for Zoho Desk extension at any time. Once uninstalled, your agents cannot track videos comments from inside Zoho Desk.

To uninstall the extension:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click All under Marketplace.
  3. In the Marketplace page, select the Installed Extensions tab.
  4. Choose YouTube for Zoho Desk from the list of extensions.
  5. Click the More Actions icon (  ) at the upper-right corner of the YouTube for Zoho Desk extension setup page.
  6. Select Uninstall Extension.
  7. Click Confirm to uninstall the extension.

    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 CRM Training
      Redefine the way you work
      with Zoho Workplace

        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 CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                        Still can't find what you're looking for?

                        Write to us:



                          Manage your brands on social media

                              Zoho Marketing Automation

                                Zoho Sheet Resources


                                    Zoho Forms Resources

                                      Secure your business
                                      communication with Zoho Mail

                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times

                                        Carry your calendar with you
                                        Anytime, anywhere

                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now

                                                    Zoho SalesIQ Resources

                                                        Zoho TeamInbox Resources

                                                                Zoho DataPrep Resources

                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW

                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now

                                                                                          • Related Articles

                                                                                          • Integrating LINE with Zoho Desk

                                                                                            LINE Messaging App LINE is the fastest growing instant messaging app in the world, bringing agents closer to their customers and end-users. Send free messages and make voice calls or video calls anytime, anywhere. LINE is now available on a variety ...
                                                                                          • Zapier App Integration with Zoho Desk

                                                                                            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 ...
                                                                                          • Integrating WhatsApp with Zoho Desk

                                                                                            WhatsApp is the world's most widely used instant messaging (IM) service app, with over 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your customers ...
                                                                                          • Integrating WeChat with Zoho Desk

                                                                                            WeChat - The Messaging App WeChat was initially released by a Chinese MNC with approximately one billion monthly users. It is one of the most popular smartphone applications in China, competing with WhatsApp messenger. WeChat has an Enhanced User ...
                                                                                          • Setting up Microsoft Teams Integration

                                                                                            Microsoft Teams is an all-in-one hub that allows a group of people to communicate and collaborate in a single workspace. Once integrated with Zoho Desk, users can perform all customer ticket management processes within MS teams platform. You can also ...
                                                                                          Wherever you are is as good as
                                                                                          your workplace



                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                              Zoho Show Resources