Installing 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 Qualtrics in the search bar on the right.
5. Select the Qualtrics 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. Agree to the Terms of Use, then click Install.
   
   
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 Accept to allow DRE to access data in your Zoho account.
   
   
10. Click Authorize in the pop-up to authorize your account for Qualtrics for Desk-Qualtrics service to activate this extension.
    Sign in with your Qualtrics account credentials.
    
    

Configuring extension settings

Basic configuration

Once installed, you need to configure the required Zoho Desk department and the Qualtrics directory. Based on this configuration, the support tickets from customers will be housed within the respective department automatically.

Automated survey configuration

1. In the Preference tab, toggle the option to enable Send Qualtrics survey automatically.
   
   
2. Choose the survey to be sent to the customer.
   The list of surveys available in your Qualtrics account will be displayed.
3. Under Qualtrics survey automatically trigger conditions:
1. Choose a Message Library from the drop-down.
2. Select the Message to be sent from the drop-down.
3. In the Ticket status field, choose what action triggers the survey to be sent.
4. In the When field, define the timeline in which the survey is to be sent.
   
   
4. Check the Create a ticket for survey response option if you want further automated actions once the customer responds to the survey.
1. Select a Question from the drop-down.
   This question is one of the questions present in the survey sent.
2. Select a Condition from the survey.
   If the given condition for the question satisfies, a new ticket will be created.
5. Click Save.
   

   

   
   

All the settings defined can be altered anytime by the administrator.

Adding customers to Qualtrics

1. Click on Click here in the extension widget.
   
   
2. The email ID will be auto-filled from the ticket.
3. Enter the first name and last name.
4. The Directory will be auto-filled based on your extension settings.
   
   
5. Click Add Directory Contacts.
   The contact will be added in Qualtrics. You will be asked to add the contact to any contact list in Qualtrics, if any.
6. Select the contact list from the drop-down.
7. Click Add.
   
   

Sending surveys to customers

1. Open the ticket to which the survey is to be sent.
   The list of surveys sent, if any, will be displayed.
2. Click Distribute Survey.
   
   
3. In the pop-up window, select the survey and click Next.
4. In the To field, the email ID will be auto-filled from the ticket.
5. In the When field, define the timeline in which the survey is to be sent.
6. Enter a subject for the message.
7. Select the message to be sent from the drop-down.
   The message will be populated in the description.
8. Click Send.
   
   

The details of the survey sent will be shown in the ticket thread. Based on your extension settings, a new ticket will be created once the customer responds to the survey.

1. In the Distribute Survey pop-up, click Preview.
   You will be redirected to the Qualtrics webpage in a new tab.
2. Under Preview, click on Preview Survey.
   You can also edit the survey from here, if required.
   
   
3. The survey preview, both on web UI and mobile UI, will be displayed.
   
   

Uninstalling the extension

1. Click the Setup icon () in the top bar.
2. On the Setup Landing page, click All under Marketplace.
3. On the Marketplace page, click Installed Extensions.
4. Choose Qualtrics from the list of extensions.
5. Click the More icon () in the upper-right corner of the Qualtrics extension setup page.
6. Select Uninstall Extension.
7. Click Confirm.