Working with Zoho Desk blocks

What are system blocks?

System blocks simplify the technical complexities of configuring webhook blocks in GC by offering the same services in the form of reusable blocks, making it easier to build a conversational flow.

A webhook is an action that enables a program to instantly send data to another when specific events are triggered.

This makes it incredibly convenient to perform tasks that require services like Zoho Desk, Zoho CRM, and Zoho Cliq. Instead of creating webhooks from scratch each time you need to access the services, these blocks simplify the process.

Why use system blocks?

Avoid the hassle of building webhooks repeatedly.
Use the services these blocks provide whenever and as often as needed.
These blocks are easy to use as compared to creating webhooks since it does not require technical knowledge.
The involvement of developers in the building of the flow will not be required as these blocks are readily available in the bot builder.

What is Zoho Desk?

Zoho Desk is online customer service help desk software for happier customers, empowered agents, and better businesses. Guided conversations now supports nine blocks that provide prominent desk functionalities.

Available Zoho Desk blocks in GC:

Ticket- based Zoho Desk blocks

Zoho Desk block	Block function	Mandatory fields
Create ticket	Customers can create a new ticket in a specific department on the Zoho Desk portal through the GC bot.	Email Subject Status
Get ticket	Customers can retrieve a single ticket from the Zoho Desk portal using the GC bot.	There are no mandatory fields for getting a ticket.
Search tickets	Customers can fetch multiple tickets from the Zoho Desk portal via the GC bot.	There are no mandatory fields for searching for a ticket.
Update tickets	This block allows customers to update a specific ticket on the Zoho Desk portal using the ticket ID.	Ticket ID
Create ticket attachments	This block enables customers to add a new attachment to an existing ticket on the Zoho Desk portal using the ticket ID.	TicketId File to be attached to the ticket. Display to Public or not true/false key.

The required fields are determined by your customizations in the layouts section of your Zoho Desk tool. Any fields, other than the ones mentioned here, which you've marked as mandatory in the layout will automatically appear as required in the input variable mapping section in GC.

Examples of ticket-based Zoho Desk blocks in GC

Imagine a scenario where a customer encounters a complex issue they can't resolve through their conversation with the bot. By integrating a create ticket block into your flow, you empower them to easily submit their query as a ticket directly within the chat.

An attachment cannot be uploaded in the create ticket block. Instead, you can use the create ticket attachment block for this purpose.

Now, let's say the customer needs to track the status of their ongoing service request. With the get ticket block, you can instantly retrieve and display the latest updates, much like checking the status of a case on a support portal, ensuring they remain informed without leaving the chat.

In cases where the customer needs to locate a specific ticket based on certain criteria, the search tickets block can be employed to quickly find and display the relevant tickets, making it easier for them to navigate their requests.

If a ticket requires further modification, perhaps due to new information or changes in the request, the update ticket block allows customers to make those adjustments directly within the chat by updating the ticket details, ensuring that all necessary information is up to date.

Finally, if the customer needs to add an attachment, such as a product's warranty card, to clarify better to the support representative, the create ticket attachment block can be used to seamlessly attach files to the existing ticket, enhancing communication and resolution efficiency.

Contact-based Zoho Desk blocks

Zoho Desk block	Block function	Mandatory fields
Create contact	Allows customers to create a new contact in the Zoho Desk portal.	Last name
Get contact	Lets customers retrieve a specific contact using the contact ID in the Zoho Desk portal.	There are no mandatory fields for getting a contact.
Search contact	Enables customers to search for contacts in the Zoho Desk portal using criteria like contact ID, name, or email.	There are no mandatory fields for searching for a contact.
Update contact	Allows customers to update a contact in the Zoho Desk portal using the contact ID.	Contact ID

The required fields are determined by your customizations in the layouts section of your Zoho Desk tool. Any fields, other than the ones mentioned here, that you've marked as mandatory in the layout will automatically appear as required in the input variable mapping section in GC.

Examples of contact-based Zoho Desk blocks in GC

There are plenty of situations where a customer needs to provide their contact details for future correspondence. By integrating a create contact block into your flow, you allow them to submit their information easily, such as their name, email, and phone number, directly within the chat. This ensures that their details are securely stored in your system for any future interactions.

Consider a scenario where the customer wants to check if their contact information is already on file. With the search contact block, they can quickly search for their details using criteria like their email address or name. This helps them confirm that their information is accurately recorded without leaving the conversation.

If the customer needs to review specific details of their existing contact information, the get contact block can be employed to retrieve and display their stored data, such as their address or any associated notes, directly within the chat. This keeps them informed and allows them to verify their information in real-time.

In cases where the customer needs to update their contact details—perhaps they’ve changed their email address or phone number—the update contact block enables them to make these modifications directly in the chat. This ensures that your records remain current, and the customer’s information is always up to date.

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