WooCommerce for Zoho Desk | Online Help - Zoho Desk

WooCommerce for Zoho Desk

The WooCommerce for Zoho Desk extension is designed to cater to the larger automation needs of Desk support agents. With this extension's help, customer support agents can easily create tickets for WooCommerce customers and track their order information without leaving their Zoho Desk interface.

Installing the extension

The WooCommerce extension can be installed either from the Zoho Marketplace or from your Zoho Desk account.

To install from Zoho Desk:
  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon () > Integrations > Marketplace.
  3. Under Marketplace, click All.
  4. Search for 'WooCommerce' in the search bar on the right.
  5. Select the WooCommerce for Zoho Desk extension, then click Install.
  6. Under General Settings, select the departments and profiles whose agents can access the extension in Zoho Desk.
  7. Click Save.

  8. Click Authorize in the pop-up window to authorize your account for ZApps External Client service to activate this extension.

    Click     Create to create an OAuth Client ID for the integration; click Accept to allow Sigma to access data in your Zoho account.
  9. Click Authorize in the pop-up to authorize your account for Zoho OAuth service to activate this extension.

    Click     Connect followed by Accept to allow DRE to access data in your Zoho account.
  10. Click Authorize in the pop-up to authorize the extension to connect with your WooCommerce account.

    Click     Connect to allow the connection to access your WooCommerce account; provide the Customer Key, Customer Secret, and Base URL obtained from your WooCommerce account credentials.

  11. Under Configuration, provide the adminURL.
  12. Click Save.

  13. Under Preferences, configure the criteria for the extension to create tickets. Based on this configuration, the support tickets from customers will be housed within the respective department automatically.
    To configure the ticket creation criteria:
    1. In the Order status field, choose an order status from the dropdown list; you can even select multiple options from the list.
    2. In the Department to create tickets field, choose a department within which the support tickets are to be created.

Upon successful installation, the extension can be accessed from the right tab of the ticket detail page.

Accessing the extension

The extension can be accessed from the right tab of the ticket detail page. To access the extension, open a ticket from your portal.
  1. Click the Extensions icon () on the right side of the ticket detail page.
    All extensions installed in this location will be listed.
  2. Select WooCommerce.
    The WooCommerce widget will be displayed in the right tab of the ticket detail page.

Managing orders and contacts

After the extension is installed, various actions will be triggered when a customer places an order in WooCommerce, depending on the specific circumstances. Below are the scenarios and their corresponding actions:
  1. Order Status Matches Configuration: If the order status matches the one configured in the preferences tab, a ticket will be created in Zoho Desk. The order details will be displayed in the widget when the ticket is opened.

    The displayed order details will include:
    1. Customer Information
    2. Order ID (Admins/Shop Managers can click this to be redirected to the order in WooCommerce)
    3. Store Name
    4. Order Status
    5. Order Total Value
    6. Shipping Address (you can edit within Zoho Desk once synchronized)
    7. Billing Address
    8. Order Note (only two notes allowed; you can edit only the first note within Zoho Desk once synchronized)
  2. New Customer: If a customer who is new to Zoho Desk places an order in WooCommerce, a contact for that customer will be created in Zoho Desk by default. A ticket will only be generated if the order status matches the one configured in the preferences tab.
  3. Existing Customer: If an existing Zoho Desk customer places an order in WooCommerce, a ticket will be created in Zoho Desk, and the order details will be shown in the widget when the ticket is opened.
  4. Previous Orders: If a customer had orders in WooCommerce before installing the extension, only the latest five orders will be listed in the widget, regardless of the configuration in the preferences tab.

Uninstalling the extension

  1. Go to Setup > Integrations > Marketplace.
  2. On the Marketplace page, click Installed Extensions.
  3. Choose WooCommerce from the list of extensions.
  4. Click the More icon () in the upper-right corner of the WooCommerce extension setup page.
  5. Select Uninstall Extension.
  6. Click Confirm.