Zoho Desk Integration | Zoho Forms - User Guide

Zoho Desk Integration

Table of Contents
  1. Overview
  2. Integration Setup
  3. Supported Field Types
  4. Add Input Manually while mapping fields
  5. Set Alert on Integration Failure

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 under Services & Analytics 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.
    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.

Notes

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.