1. Notification - Receive channel and direct message notifications about various ticket events like status updates, comments, and escalations.
   
2. Quick action - Perform key ticket actions like sending replies, updating statuses, assigning tickets, and adding comments from the direct message notifications.
   
3. Consolidated ticket summary - View the summary of the number of open, due, and resolved tickets, the customer satisfaction score, and a ranking of the top three contributors.
   
4. Quick Search - Search for tickets in real-time using the ticket ID and customer email.
   

Users with administrative privileges can integrate Zoho Desk and Cliq.

Converting Zoho Desk to an organization account

1. Only administrators can invite agents and perform user-related operations. 
   
2. Agents can be part of one portal in an organization account.
   
3. The conversion is irreversible. 
   

Note:

1. You will not be able to install Cliq if any of your agents are a part of a different organization's Cliq account. This is because data sharing across multiple organizations is a breach of security. In this case, you must either deactivate those agents or write to support@zohodesk.com for further assistance.
2. Zoho Cliq cannot be installed if the Desk account is already integrated with Slack.
   

Cliq channel and notification bot 

1. ​Once the installation is completed, an organization-level channel named '#desk' will be created where users will receive notifications. Notifications will be triggered from a pre-programmed bot called Deskbot for the configured channels. Agents must subscribe and join the bot and the channels, respectively.
   

1. Notifications will not be sent to the ticket owner when they make any changes to the ticket or creating an event/task/call for that ticket. 

Setting the configuration

Setting the preferences

1. Notifications and direct messages - These will be sent to the configured channels for actions that are performed in the Tickets and Activities modules.
   Note that notifications for activities will be sent only when the record owner and creator are different. For example, if John creates an event for himself, notifications will not be triggered. However, if he assigns another agent as the event owner, then a notification will be sent in the channel.
   The table below lists the instances when the channel will be notified and the record owner will be sent a DM.

1. Slash commands to fetch ticket details
   Sometimes, agents have to share information present in a ticket with their peers or senior agents for approval or clarification. Instead of navigating to the tickets module, they can fetch the details by entering specific Slash commands in the Cliq channel.
   The table below lists the slash commands and their function: 

1. Answer Bot actions - If an agent wants to check the resolution of a ticket, they can fetch the details by entering specific actions in the Cliq channel instead of navigating to the tickets module.
   

Cliq Command	Function
Overdue Tickets	To fetch three most recent tickets that are overdue.
Due Today	To fetch three most recent tickets that are due today.
Open Tickets	To fetch three most recent tickets that are open.

Ticket Resolution Summary and Pending Resolution Summary

1. Ticket resolution summary. The number of new and closed tickets, happiness score, and the top three performers based on the number of tickets closed
   
2. Number of tickets pending resolution. The number of open tickets and the ones that are due for the day.

To integrate Zoho Desk and Cliq 

1. Navigate to Setup > Marketplace > Zoho > Zoho Cliq. 
   
2. Click Install.
   The Desk account must be organization-based. If not, click Continue in the Installation Alert. 
   
   
3. Select a Cliq channel to be mapped with the Desk Departments in Zoho Desk.
   Click + Add channel to create channels.
4. Toggle the departments for which you don't want to receive notifications.
   
5. Click Save.
   
6. Go to the Preference tab, then do the following:
   
1. In the Tickets tab, click Configure and check the relevant options.
   
2. Toggle Direct Mentions and check the necessary options.
   
3. Click Save. 
   
   
4. In the Activities tab, check the relevant options under Task, Calls, and Events and click Save.
   
   

Actions within the Cliq notifications

1. Update ticket status - Agents can change the ticket status right from the notification to match the process requirements. It will automatically reflect in the respective tickets.
   
   
2. Assign the ticket - Agents can assign the ticket to another agent or team based on the action needed for the ticket. 
   
   
3. Reply - Users can send a reply to the customer right from the notification.  
   
   
4. Comment - They can add a public or private comment to the ticket.
   
   In addition to the above, agents can use Slash/Cliq commands in the channel to retrieve important information from a ticket. 

To use Cliq commands

1. In the Cliq channel, enter the necessary command. For example, type /ticket tto view a business card of the ticket, which is visible only to you.
2. Click Post in this conversation to send the ticket information to the user/channel.
   
   

Uninstalling Cliq integration

1. Navigate to Setup > Marketplace > Zoho > Zoho Cliq.
   
2. Click the More icon () in the upper-right corner, then click Delete Integration.