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

Integrating Zoho Campaigns with Zoho Desk

Zoho Campaigns is an email marketing platform that allows organizations to create, send, and track email campaigns. By integrating Zoho Campaigns with Desk, businesses can view campaign details and perform other activities right within the ticketing software.

Setting up integration between Zoho Campaigns and Desk

Zoho Campaigns extension can be installed from Zoho Marketplace. The integration provides the following benefits:
  1. Users in Zoho Desk can view and follow all the campaigns that are created in the Zoho Campaigns account right inside Desk.
  2. Users can create mailing lists from the Desk account.
  3. Users can view the number of campaigns a customer is a part of within the customers ticket.
  4. Customers can be added to or removed from mailing lists from within the ticket.
  5. Desk contacts can be added to new or existing mailing lists.
Note: Only those users who have admin profile in Zoho Campaigns can authorize the extension.
To setup the integration
  1. Log into the Zoho Desk account with administrative privileges.
  2. From the Setup, go to Marketplace and click All.
  3. Search for Zoho Campaigns and click on it.
  4. In Zoho Campaigns, under General Settings, select the Departments who you want to access the integration.
  5. In Profiles, select the profiles that should have access to the integration.
  6. Check the Term of Use option.
  7. Click Install.
    You will be redirected to the Zoho Campaigns integration page.
  8. In the Successfully Installed pop-up, click Authorize.
    You will be redirected to the authorization page.

  9. In the Authorization page, click Accept.
    Zoho Campaigns extension for Desk will be successful installed.

Accessing Zoho Campaigns tab from Desk

Once the extension is successfully installed and authorized, a separate tab/module called Zoho Campaigns is added to the top panel.
In the Zoho Campaigns tab, campaigns and mailing lists will be displayed where users can perform following actions:
  1. Desk users can view all the campaigns created in the Zoho Campaigns account.
  2. Users can view all the mailing lists available in the Campaigns account in the Mailing Lists tab
  3. New contacts from Desk can be added in the Mailing lists.

Accessing Zoho Campaigns from Tickets

A Zoho Campaign icon is added within the tickets that displays the:
  1. Number of campaigns the particular contact was sent, opened, and clicked.

  2. Number of mailing lists the contact is associated with.
  3. Other mailing lists that are present in the Campaigns account. The contact can be added to any of these mailing lists. 

Working with the Zoho Campaigns tab

In the Campaigns tab, users can perform the following actions:
  1. View a campaign's status: percent delivered, opened, and clicked.
  2. Edit, clone or delete campaigns in the draft stage.
  3. Clone or delete campaigns that were already sent.
  4. View campaigns based on their status: draft, delivered, clicked, opened.
Note: You cannot create or send campaigns from Desk.
In the Mailing List tab, users can perform the following actions:
  1. View the mailing lists present in the Zoho Campaigns account.
  2. Create new mailing lists and associate contacts to it.
  3. View mailing lists for:
    1. Number of contacts it was sent to.
    2. Number of users that unsubscribed.
    3. Total number of bounces.
    4. Number of campaigns sent to the recipients in the mailing lists.
    5. Number of campaigns scheduled for the recipients.
  4. Add contacts to a mailing list.
  5. Edit or delete a mailing list.

Creating mailing lists

In the Zoho Campaigns module, you can create new mailing lists from the Mailing lists tab. The integration will allow the platforms to sync so the new mailing list will be displayed in the Zoho Campaigns account as well.

To create new mailing list
  1. Go to the Zoho Campaigns module and click the Mailing Lists tab.
  2. Click Create New Mailing List.
  3. On the Create Mailing List page, enter the Mailing List name and enter text that you want to be displayed in the email campaign footer.
  4. Click Add Contacts, select the Contacts, and click Add.
  5. Click Create.
    A new mailing list will be created inside the Desk.

Adding contacts to mailing lists

Contacts present in the Desk account can be added to the mailing lists.
  1. Go to the Zoho Campaigns module and click the Mailing Lists tab.
  2. Click on the desired Mailing list.
  3. Click Add contacts, select the Contacts from the list.
  4. Click Add.

Removing and associating contacts from mailing list within tickets

Once integrated, agents can view the number of campaigns a particular contact is a part of within the ticket. They can also find the mailing lists these customers belong to. If required, these customers can be removed from mailing lists as well. Likewise, the contacts can be associated with mailing lists as needed.

To remove contacts from the mailing lists
  1. In the Tickets tab, select the desired Ticket.
  2. Click the Zoho Campaigns icon from the lest panel.
  3. Click the Mailing lists tab.
  4. Go to the Associated lists tab and select the mailing list from where the customer needs to be removed and click Remove.
  5. In the alert message, click Remove to confirm.
To associate contacts to the mailing lists
  1. In the Tickets tab, select the desired Ticket.
  2. Click the Zoho Campaigns icon from the left panel.
  3. Click the Mailing lists tab.
  4. Go to the Other Lists tab, and select the desired mailing list.
  5. Click Associate.
  6. In the alert click Associate, to confirm.

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