ServiceDesk Plus Cloud Integration | Zoho Forms - User Guide

ServiceDesk Plus Cloud Integration

Overview

When you receive multiple service requests in your organization, creating requests in the Service Desk manually can become tedious and time-consuming. If your organization uses ServiceDesk Plus Cloud to manage service requests, you can use the Zoho Forms - ServiceDesk Plus Cloud integration to automatically push each form entry as a service request into your ServiceDesk Plus Cloud portal. You can add description, resource information, and attach files uploaded to the requests created using this integration. You can customize the form and embed it on your website and push the entries to ServiceDesk Plus Cloud.

Integration Setup

To integrate your form with ServiceDesk Plus Cloud,

  1. In your form builder, navigate to  Integrations  and click  ServiceDesk Plus Cloud  from the left side menu.
  2. Click  Integrate .

  3. Select a  Portal  to integrate your form with. The form entries will be pushed to the Requests module of the selected portal by default.
  4. Select the  Service Category  and choose a  Template  from the list.
  5. Select a  View Type  between  Requester View  and  Technician View .
  6. Map the ServiceDesk Plus Cloud fields with the corresponding Zoho Forms fields. You can provide  custom input  for a form field while mapping certain ServiceDesk Plus Cloud Fields.
  7. You can add a  Description  to each request pushed to ServiceDesk Plus Cloud. You can also merge field responses with the Description by clicking the merge icon and selecting the required fields.
  8. If you wish to push the resource information associated with the request, select  Yes  under the  Resource Information  section and map the  Resource Info  fields in ServiceDesk Plus Cloud to your form fields.
  9. To send form attachments to ServiceDesk Plus Cloud along with a request, select  Yes  under the  Attachment  section and choose the required attachments to push.
  10. Click  Integrate  to save your settings.

Supported Field Types

ServiceDesk Plus Cloud fields can be mapped only to specific Zoho Forms fields as listed.

S.No ServiceDesk Plus Cloud 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, Terms & Conditions,Added Email ID, Submitter's Location, Submitter's Latitude, Submitter's Longitude, Referrer Name, IP Address
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, Referrer Name, IP Address, Added Email ID
3 Email Email, Added Email ID
4 Phone Phone
5 Pick List Single Line, Dropdown, Radio, Matrix Choice-Radio
6 Numeric Field Number, Slider, Rating
7 Multi Select Multiple Choice, Checkbox, Matrix Choice, Image Choices
8 Url Website
9 Date-Time Date-Time
10 Decimal Decimal, Number, Formula, Submitter's Latitude, Submitter's Longitude
11 Percent Decimal, Number, Formula, Submitter's Latitude, Submitter's Longitude
12 Currency Currency, Number
13 Radio Button Single Line, Dropdown, Radio, Matrix Choice-Radio
14 Checkbox Multiple Choice, Checkbox, Matrix Choice, Image Choices
15 Decision Box Decision Box
16 Lookup Single Line, Email, Added Email ID 
17 html Single Line, Multi Line, Name, Address, Dropdown, Radio, Matrix Choice, Image Choices, Number, Decima, Formula, Currency,  Date, Time, Date-Time, Email, Website, Phone, Rating, Slider, Unique ID, Checkbox, Multiple Choice, Terms & Conditions,  Submitter's Location, Submitter's Latitude, Submitter's Longitude, Referrer Name, IP Address, Added Email ID 

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