Overview

When you receive multiple customer queries and support requests in your organization, creating support tickets in the help desk manually can become tedious and take a good deal of time, which can otherwise be utilized in helping out your customers. If your organization uses Zoho Desk to manage support tickets, you can use the Zoho Forms - Zoho Desk integration to automatically push the form entries as support tickets into your desk portal. You can add description and attach files, images uploaded by customers to the tickets created using this integration. 

Integration Setup   

1. Navigate to the Integrations tab and click Zoho Desk from the left menu.
   

2. Click Integrate.
   

3. Select a Zoho Desk Portal to integrate your form with. The form entries will be pushed to the Tickets Module in the selected portal by default.
   

4. Select the Department and Layout.
   

5. Map the Zoho Desk fields with the corresponding Zoho Forms fields. You can provide custom input for a form field while mapping certain Zoho Desk Fields.
   

6. To map more fields, click the icon.
   

7. You can add a Description to each ticket pushed to Zoho Desk. You can also merge values from your form responses with the Description by clicking the icon.
   

8. To send form attachments to Zoho Desk along with the ticket, select Yes under the Attachment section and choose the required attachments to push.
   
   
   
   You can choose to push the Default Template, Custom Template(s), PDFs sent in form submission workflows, and PDFs sent in approval process as attachments to Zoho Desk.

   • If you choose PDFs in form submission workflows, the PDF template sent to the respondent after submitting the form (for example, the PDF downloaded from the Thank You page, or any PDF sent via email notification) will be pushed to Zoho Desk as an attachment. 
     

   • If you choose PDFs in approval process, the PDF template sent to the respondent along with the Final Approval Email will be pushed to Zoho Desk as an attachment.
     

9. Click Integrate to save your settings.
       

   

Add Input Manually while mapping fields

Set Alert on Integration Failure

Once your integration settings are saved, you can choose to receive an email alert if the integration fails.
To do so,

1. Click Set Alert in the top-right corner.
   

2. Configure the email alert template and click Save.
   
   

3. To stop receiving email alerts on integration failure, click Remove Alert.

Note:

• The option to set an email alert on integration failure is available only in our paid plans.

• You can send email alerts to a maximum of 5 users within your organization.
  

• An email alert will be triggered only on the first occurrence of integration failure every 24 hours.