Zoho Desk Integration | Zoho Forms - User Guide

Zoho Desk Integration

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. 


Zoho Desk Integration

Integration Setup   

Desk integration

To integrate your form with Zoho Desk,
  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.

    Send Attachments to Zoho Desk

    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.
        

    Zoho Desk Integration setup

You can configure to receive alert on integration failure.

Supported Field Types

The following Zoho Forms fields can be mapped with the respective fields in Zoho Desk. 
S. No
Zoho Desk Field
Supported Zoho Forms Fields
1
Single Line
Single Line, Multi Line, Name, Address, Phone, Email, Website, Unique ID, Dropdown, Radio, Multiple Choice, Checkbox, Matrix Choice, Image Choices, Number, Decimal, Currency, Slider, Rating, Formula, Date, Time, Date-Time, Referrer Name, IP Address, Terms & Conditions, Added Email ID, Submitter's Location, Submitter's Latitude, Submitter's Longitude
2
Multi Line
Single Line, Multi Line, Name, Address, Phone, Email, Website, Unique ID, Dropdown, Radio, Multiple Choice, Checkbox, Matrix Choice, Image Choices, Number, Decimal, Currency, Slider, Rating, Formula, Date, Time, Date-Time, Terms & Conditions,  Submitter's Location, Submitter's Latitude, Submitter's Longitude
3
Email
Email, Added Email ID
4
Phone
Single Line, Phone
5
Pick List
Single Line, Dropdown, Radio, Matrix Choice, Name - Salutation
6
Multi Select
Multiple Choice, Checkbox, Matrix Choice, Image Choices
7
Date
Date,  Single Line
8
Date-Time
Date-Time, Single Line
9
Decimal
Decimal, Number, Formula, Submitter's Latitude, Submitter's Longitude
10
Percent
Decimal, Number, Formula, Submitter's Latitude, Submitter's Longitude
11
Currency
Currency, Number
12
Integer
Number, Slider, Rating
13
Checkbox
Decision Box
14
URL
Website

Add Input Manually while mapping fields

You can customize a form field's input value before passing it to Zoho Desk by merging form field tags or entering a value manually.
You can use this custom input option for the following Zoho Desk fields:

  1. Text 
  1. Text Area
  1. Picklist
To do so, 
  1. While mapping the above Zoho Desk fields with form fields, select the Add Input Manually option in the Zoho Forms fields column.
  2. You can either enter a value manually or click the  icon to merge the form fields in the input box in the popup. The input can also be a combination of both: a manual value and field tags. 

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.

    Set Alert on Integration Failure

  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.



    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION









                                        You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                            Manage your brands on social media

                                              Zoho Desk Resources

                                              • Desk Community Learning Series


                                              • Digest


                                              • Functions


                                              • Meetups


                                              • Kbase


                                              • Resources


                                              • Glossary


                                              • Desk Marketplace


                                              • MVP Corner


                                              • Word of the Day


                                                Zoho Marketing Automation

                                                  Zoho Sheet Resources

                                                   

                                                      Zoho Forms Resources


                                                        Secure your business
                                                        communication with Zoho Mail


                                                        Mail on the move with
                                                        Zoho Mail mobile application

                                                          Stay on top of your schedule
                                                          at all times


                                                          Carry your calendar with you
                                                          Anytime, anywhere




                                                                Zoho Sign Resources

                                                                  Sign, Paperless!

                                                                  Sign and send business documents on the go!

                                                                  Get Started Now




                                                                          Zoho TeamInbox Resources



                                                                                  Zoho DataPrep Resources



                                                                                    Zoho DataPrep Demo

                                                                                    Get a personalized demo or POC

                                                                                    REGISTER NOW


                                                                                      Design. Discuss. Deliver.

                                                                                      Create visually engaging stories with Zoho Show.

                                                                                      Get Started Now









                                                                                                          • Related Articles

                                                                                                          • Zoho SalesIQ Integration

                                                                                                            Overview If you are looking to ease the process of tracking your website visitors and engage better with them, use the Zoho Forms-Zoho SalesIQ integration. When a visitor fills out the form embedded on your website, the data collected through the ...
                                                                                                          • Zoho Campaigns Integration

                                                                                                            Overview If you are looking to automate adding contacts to the mailing lists in your Zoho Campaigns account instead of adding them manually, use the Zoho Forms - Zoho Campaigns integration. With this integration, you can directly add form respondents ...
                                                                                                          • Zoho Recruit Integration

                                                                                                            Table of Contents Integration Setup Supported Field Types Trigger Actions in Zoho Recruit Set Alert on Integration Failure If you are using Zoho Recruit as the recruitment portal for your organization and looking to automate the collection and ...
                                                                                                          • Zoho Sign Integration

                                                                                                            Overview If you are looking to digitize the paperwork involved in getting your agreements, documents, and contracts signed, you can use the Zoho Forms - Zoho Sign Integration. With this integration, you can send prefilled Zoho Sign document templates ...
                                                                                                          • Zoho PageSense Integration

                                                                                                            Getting your audience to fill out and submit forms can be tricky. Have you ever wondered why no one's filling your forms, or why the volume of leads generated was lower than your expectations? These pain points can be influenced by various factors, ...
                                                                                                            Wherever you are is as good as
                                                                                                            your workplace

                                                                                                              Resources

                                                                                                              Videos

                                                                                                              Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                              eBooks

                                                                                                              Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                              Webinars

                                                                                                              Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                              CRM Tips

                                                                                                              Make the most of Zoho CRM with these useful tips.



                                                                                                                Zoho Show Resources