Integrating Zoho Desk with Zoho DAP - Zoho Desk | Online Help

Integrating Zoho Desk with Zoho DAP

Zoho Digital Adoption Platform (DAP) is an onboarding solution that provides visual guidance to users through contextual, in-product guidance. It is particularly useful for developing product tours, user journeys, and onboarding flow for easy navigation.

 

Zoho DAP for Zoho Desk allows to create Walkthroughs, Interactive Videos, Guides, Banners, and Help Hubs that appear contextually inside Zoho Desk supporting step-by-step guidance.  

Availability
Users with the administrative permission in Zoho DAP and Zoho Desk can establish the integration.

Creating a Workspace in Zoho DAP

Workspace is a dedicated platform within DAP for a specific Desk portal. All interactive assets built for the portal are available under the workspace. 

To create a workspace 

  1. Log into Zoho DAP (dap.zoho.com) as an admin.

  2. Select Zoho Desk as the product.

  3. Select an Organization (Desk portal) to which DAP should be integrated.

  4. Click Create Workspace.
    You will be redirected to Zoho DAP account.

 

Steps involved in creating and managing content in Zoho DAP for Desk:

  1. Add and assign user roles to control who creates and who consumes content.
  2. Create guidance content such as Walkthroughs, Interactive Videos, and Guides. Once the content is created, admins can verify and bring it live so that it becomes available for distribution.
  3. Distribute the content through Web Banners or Help Hub to surface this content inside Zoho Desk.
  4. Publish the Web Banner or Help Hub from the Publish Content section to share it via link to the users or deliver them Zoho in Desk portal.

Adding and managing users in a Workspace

Once integrated, by default all the existing users in the Desk portal will be synced with the DAP workspace. The primary admin of the Desk account will be marked as the Manager in DAP workspace, while the other Desk agents will be marked as collaborators. Admins can change the profile of these users and map them under respective roles.
  1. Managers: Full permission to create, edit, publish, and manage all DAP content. 
  2. Collaborators: Can access, view, and modify the assets.
  3. Consumers: Can only view the assets.

To change user profile and add collaborators, managers or consumers

  1. In DAP account, click the Workspace from the left side corner.
  2. Click Manage Workspace > User Management > Add managers/Collaborators/Consumers. 
  3. Click Change profile under the respective user name and select the appropriate profile from the drop-down and Save.

Creating walkthroughs   

Walkthroughs guide users through step-by-step process on navigating Zoho Desk and the features within.


To create walkthroughs

  1. Navigate to Walkthrough under Web Studio in the left panel.

  2. Click Create New Walkthrough.

  3. Install the DAP browser extension from the prompt.

    1. The extension prompt appears only when users create DAP content for the first time.

    2. The DAP extension is supported only in Google Chrome, Brave and Ulaa.

  1. Click Install and Add the extension to Chrome.

  2. Return to DAP and click Finish.

  3. Click Redirect to open Zoho Desk and click + Add Step and select a target UI element.

  4. For every step, do the following:

    1. Enter a Heading.

    2. Enter supporting Text.

    3. Configure Next and Quit buttons.Choose navigation behavior.

    4. Users can customize and choose target element preference each step from the right panel to fine tune the content

    5. Click + Add Step for additional steps.

    6. Click Review and Save.

    7. Review page URLs, element selectors and click Proceed to Save.

  5. Enter Flow Name, Intention and Flow Starting Page Name

  6. Click Save.

To verify and publish the walkthrough

  1. Navigate to Walkthrough under Web Studio in the left panel.

  2. Click Verify on the drafted walkthrough.

  3. Click Proceed to open the mapped Zoho Desk page.

  4. Click Verify and Proceed to launch the walkthrough on the product page.
    This verifies that all target elements are correctly identified and each step is as expected

  5. Click Verify to complete verification.

  6. After successful verification, click Go Live to make it accessible for the users.

  7. Only live contents can be used for Web Banners or added to a Help Hub.

Creating interactive videos    

Interactive Videos capture real workflows in Zoho Desk and convert them into guided, voice-assisted interactive learning content.

To create interactive videos
  1. Navigate to Interactive Video under Web Studio in the left panel.
  2. Click Create New Interactive Video.
    A recording dialog will be displayed.
  3. Click Start Recording.
  4. Zoho DAP will redirect users to Zoho Desk and starts capturing on-screen actions.
  5. Recording stops automatically after 2 minutes.
  6. After recording is completed, DAP will process the video automatically.
  7. Once processing is complete, a preview of the recording will be displayed.
  8. Enter the Video Name and Video Intention.
  9. Click Edit to edit voice-overs and tooltips.
  10. Click Save.

To verify and publish    

  1. Navigate to Interactive Video under Web Studio in the left panel.

  2. Click Verify to test the video.

  3. Click Open to edit the video.

  4. After successful verification, click Go Live to make the interactive video live for sharing.
    Only live contents can be used for Web Banners or added to a Help Hub. 

Creating guides    

Guides capture on-screen actions in Zoho Desk and convert them into step-by-step instructions with screenshots.

To create guides

  1. Navigate to Guide under Web Studio in the left panel.

  2. Click Create New Guide.

  3. In the prompt, click Redirect to open the Zoho Desk page.

  4. In the capture dialog, click Start Capturing to start recording steps.

  5. Perform the actions to document in Zoho Desk.

  6. During capture, DAP automatically:

    • Records each action

    • Captures screenshots

    • Adds them as steps in the right-side preview panel.

  7. Users can pause capturing at any time, if required.

  1. Click Finish Capturing after completing all steps.
    This stops the capture and returns to DAP.

  2. Review the captured steps in the summary screen.

  3. Click Edit to modify slides, if needed.

  4. Click Save.

  5. Enter the Guide Name, Guide Intention, and click Save again.

To verify and publish    

  1. Navigate to Guide under Web Studio in the left panel.

  2. Click Verify on the drafted guide.

  3. Click Proceed to open the mapped Zoho Desk page.

  4. Review the guide in context to ensure all steps and screenshots are correct.

  5. Click Verify to complete verification.

  6. Click Go Live to make the guide live for sharing.
    Only live contents can be used for Web Banners or added to a Help Hub.

Creating web banners       

Banners are used to display announcements, highlight key actions, or direct users to relevant DAP content such as walkthroughs, interactive videos, guides, or external URLs.

To create banners

  1. Navigate to Banner under Web Studio in the left panel.

  2. Click Create Web Banner.

  3. Add elements to the banner or select a design from the available templates.

  4. Use the left configuration panel to define the banner appearance:

  5. In the banner canvas, add text or button elements as required.

  6. Select the button element (for example, START) to open the editor.

  7. From the Action dropdown, select one of the following:

    • Walkthrough

    • Interactive Video

    • Guide

    • Web URL

  8. Select the corresponding content to be launched.

  9. Click Save.

  10. Enter the Banner Name, Banner Intention and click Save again.

To verify and publish

  1. Click Verify to test the banner in context.

  2. Click Open to review or edit the banner, if required.

  3. After successful verification, click Go Live for making the banner live.

Once it is live, the banner is displayed on the configured Zoho Desk page with the button. Users can click on the button to access the associated content directly


Creating help hub    

Help Hub allows users to group multiple DAP contents and make them accessible from a single entry point inside Zoho Desk.

To create a help hub

  1. Navigate to Help Hub under Web Studio in the left panel.

  2. Click Create Help Hub and enter the Help Hub Name.

  3. Enter or paste the Page URL where the Help Hub should appear.

  4. Click + Add Content.

  5. Enter the Display Name.

  6. Choose the Content Type and select the required content.

  7. Click + Add Content to include additional items.

  8. Click Save.

  9. Enter Help Hub Name, Help Hub Intention and Click Save.

To verify and publish    
  1. Click Verify to test the Help Hub in context.
  2. Click Open to review or edit the Help Hub.
  3. After successful verification, click Go Live to make the Help Hub live.

 

Publishing Web Banner or Help Hub  

Users with the managers profile in DAP can publish banners or help hubs.  

To publish banners or help hub

  1. Navigate to Publish Content in the left panel.

  2. Choose Web Banner or Help Hub tab.

  3. Enter Promotion Name and choose the relevant content to be published.

  4. Choose:

    • Start now or Schedule

    • Target audience (All users or specific users)

    • Expiry settings

  5. Click Publish.
    Once published, the Help Hub or Banner is available on the configured Zoho Desk page, allowing users to access the configured content directly from there. 

 

Managing live content   

To pause the content from live Zoho Desk page

  1. Navigate to Help Hub or Web Banner.

  2. Click Live Content tab > "more icon" and choose Pause Live.

  3. ​To relaunch the content, click Resume.