Installation And Usage Guide for Zoho FSM Extension for Zoho Desk
The Zoho FSM for Zoho Desk is an extension that will help you streamline the process of handling customer issues and requests by facilitating easy and direct communication between Zoho FSM and Zoho Desk. Ensure that every customer interaction is properly captured and followed through, enabling your organization to provide timely and effective solutions.
Prerequisites
- Standard edition or above of Zoho FSM
- Standard edition or above of Zoho Desk
Available in DCs: US, EU, AU, IN, CA
Functionalities
This extension offers the following functionalities:
- Link/unlink Zoho Desk Accounts and Contacts to Zoho FSM Companies and Contacts respectively
- Push Zoho Desk Accounts and Contacts as Companies and Contacts to Zoho FSM
- Create Zoho FSM Requests, Estimates, and Work Orders from a Zoho Desk Ticket, Account or Contact
- View notes of Zoho FSM records associated with a Zoho Desk Contact, Account, or Ticket
Install the Extension
You can install Zoho FSM for Zoho Desk either from Zoho Marketplace or from Zoho Desk.
To install the extension from your Zoho Desk account:
- Navigate to Setup > Marketplace > All.
- Under the All Extensions tab, search for Zoho FSM for Zoho Desk and click it.
- Click Install.
- Select the checkboxes for terms and conditions and click Install.
- Select the Departments to whose agents you want to provide access to this extension.
- Choose the necessary profiles to whom you want to provide access to this extension.
- Agree to the Terms of Use.
- Click Install.
- Click Authorize.
The action should be performed by the Super Admin of your Zoho FSM account. - Click Create.
- Click Accept to allow Sigma to access the required information.
- Click Authorize.
The action should be performed by the Super Admin of your Zoho FSM account. - Click Accept to allow access to your Zoho FSM data.
- Click Authorize.
The action should be performed by the Super Admin of your Zoho FSM account. - Click Connect.
- Click Accept to allow access to your Zoho Desk data.
- Click Integrate.
Refer to this section to learn about the possible errors you may encounter during the installation process and how to resolve them.
Once the extension is installed, certain field mappings, conversion mappings, and record permissions are set by default. Read on to find out how to manage these settings.
Manage Field Mappings
You can push Zoho Desk Accounts and Contacts as Companies and Contacts, respectively, to Zoho FSM. There are field mappings that determine which field values get copied from the Zoho Desk modules to the Zoho FSM modules. To manage these mappings, do the following:
- Under Field Mapping, click Configure for the field mapping you want to manage.
- Map the fields from the Zoho Desk module to the Zoho FSM module that you want to get copied and click Save.
You can manage these field mappings at any time. Navigate to Setup > Marketplace > All. Under Installed Extensions, click Zoho FSM for Zoho Desk. You will find the Field Mapping under the Preference tab.
Manage Conversion Mapping
While creating records for Zoho FSM modules within Tickets in Zoho Desk, some of the details are prefilled in the Create forms. There are field mappings that determine which field values get copied from the Zoho FSM modules to the Tickets module. To manage these mappings, do the following:
- Under Conversion Field Mapping, click Configure for the conversion field mapping you want to manage.
- Map the fields from the FSM modules to Zoho Desk modules that you want to get copied during conversion and click Save.
You can manage these conversion field mappings at any time. In Zoho Desk, navigate to Setup > Marketplace > All. Click the Installed Extensions tab, and click Zoho FSM for Zoho Desk. You will find the Conversion Field Mapping under the Preference tab.
Manage Record Permissions
Permission Required: Admin permission in Zoho FSM
There are settings using which you can determine whether users have permission to do the following actions:
- Link/unlink Zoho Desk Accounts and Contacts to Zoho FSM Companies and Contacts respectively.
- Push (Create) Zoho Desk Accounts and Contacts as Companies and Contacts respectively to Zoho FSM.
- Create Zoho FSM Requests, Estimates, and Work Orders from a Zoho Desk Ticket, Account or Contact.
To manage these settings:
- In Zoho FSM, navigate to Setup > Integration > Zoho Desk and click
next to the heading Permissions.
- In the Edit Permissions overlay, make the necessary changes and click Save.
You can manage these record permissions at any time.
Using the Extension
The following can be achieved using the extension:
- Link/unlink Zoho Desk Accounts and Contacts to Zoho FSM Companies and Contacts respectively
- Push Zoho Desk Accounts and Contacts as Companies and Contacts to Zoho FSM
- Create Zoho FSM Requests, Estimates, and Work Orders from a Zoho Desk Ticket, Account or Contact
- View notes of Zoho FSM records associated with a Zoho Desk Contact, Account, or Ticket
Link/Unlink Zoho Desk Customers to Zoho FSM Customers
You can link/unlink Zoho Desk Accounts and Contacts to Zoho FSM Companies and Contacts respectively.
To link a Zoho Desk Customer to a Zoho FSM Customer:
- From Accounts/Contacts, select a record and click Zoho FSM.
- Click Link.
- Search for the Zoho FSM record you want to link to. Select the record and click Link.
Click on View Record in FSM to view the associated record in Zoho FSM. Once the Zoho Desk Account/Contact record is linked to Zoho FSM, you can create Zoho FSM Requests, Estimates, and Work Orders from it. The Requests, Estimates, Work Orders, Service Appointments and Assets created from the Account/Contact from Zoho FSM will also be listed here.
In the left panel of the associated record in Zoho FSM, the link to the Zoho Desk record will be present under the Zoho Desk Info section.
To unlink a Zoho Desk Customer from a Zoho FSM Customer:
- Select a record and click Unlink.
If an Account that you are trying to unlink has Contacts associated with it, then you need to first unlink those contacts from Zoho FSM. Go to the Contacts tab to see the associated contacts.
Push Zoho Desk Customers to Zoho FSM
You can push Zoho Desk Accounts and Contacts as Companies and Contacts respectively to Zoho FSM.
To push a Zoho Desk Customer to Zoho FSM:
- From Accounts/Contacts, select a record and click Zoho FSM.
- Click Create New.
When you try to push a Zoho Desk Contact that is associated with a Zoho Desk Account, and if that Zoho Desk Account is not present in Zoho FSM, then you will encounter an error. To resolve this, first link the Zoho Desk Account to a Zoho FSM Company or push the Zoho Desk Account to Zoho FSM. The associated account will be displayed right below the Contact name.
Click on View Record in FSM to view the associated record in Zoho FSM. Once the Zoho Desk Account/Contact record is pushed to Zoho FSM, you can create Zoho FSM Requests, Estimates, and Work Orders from it. The Requests, Estimates, Work Orders, Service Appointments and Assets created for the Account/Contact from Zoho FSM will also be listed here.
In the left panel of the associated record in Zoho FSM, the link to the Zoho Desk record will be present under the Zoho Desk Info section.
Access and generate records for Zoho FSM modules within Zoho Desk
You can create Zoho FSM Requests, Estimates, and Work Orders from a Zoho Desk Ticket, Account or Contact.
To do so:
- From Tickets/Accounts/Contacts, select a record and click Zoho FSM.
- Click the Create dropdown button and select the module whose record you want to create.
In case the Company or Contact in the Ticket is not linked with Zoho FSM, you will first need to link it before you can create a ticket. Alternatively, you can also create the Account and Contact as Company and Contact respectively in Zoho FSM.
Link Records
Search for the Company or Contact and click Link & Continue.
The Contact that you select should be associated with the Company in Zoho FSM to which the selected Zoho Desk Account is linked. If not, you will encounter an error as indicated in the screenshots below.
Create Records
Click Create & Continue.
If there is a Company and Contact associated with the ticket, after the Company has been linked, click on Create & Continue to create the Contact too in Zoho FSM. - In the Create <Record> page, enter the necessary details and click Save.
The created record will be listed here. Click on the record name to navigate to the record in Zoho FSM.
In the left panel of the associated record in Zoho FSM, the link to the ticket/account/contact will be present under the Zoho Desk Info section.
Apart from the records created from Zoho Desk, you can also view the Service Appointments and Assets associated with the Account/Contact.
View Notes of Zoho FSM Records
The notes that you add to the Contact, Company, Request, Estimate, Work Order, Service Appointment, and Asset records in Zoho FSM can be viewed from Zoho Desk.
- Within a Contact, or Account record in Zoho Desk, you can view the notes added to it from Zoho FSM. You can also view the notes added to the Request, Estimate, Work Order, Service Appointment, and Asset records associated with the Contact, or Account record.
- Within a Ticket, you can also view the notes added to the Request, Estimate, and Work Order records associated with it.
To view notes within a Contact, or Account:
- From Accounts/Contacts, select a record and click the Zoho FSM tab.
- Hover over a Request, Estimate, Work Order, Service Appointment, or Asset and click on the View Notes [
] icon.
User will be taken to the Notes tab, and the notes associated with it will be listed. - Click on the View Notes link displayed against the Contact/Account name. User will be taken to the Notes tab, and the notes associated with the Contact/Account will be displayed.
To view notes within a ticket:
- From Tickets, select a record and click the Zoho FSM tab.
- Hover over a Request, Estimate, or Work Order and click on the View Notes [
] icon.
User will be taken to the Notes tab, and the notes associated with it will be listed.
You can also choose the module whose records you want to select.
You can also choose the module whose records you want to select.
Error Scenarios
Scenario 1: Unsupported edition
The extension Zoho FSM for Zoho CRM cannot be used with the free edition of Zoho FSM. Click Open FSM and upgrade to a paid plan if you want to use the extension.
Also, if your Zoho FSM account gets downgraded to the free edition, then you will no longer be able to use the extension. When you click on the Zoho FSM tab within a Zoho Desk record, you will encounter an error page.
Scenario 2: Base currency mismatch between Zoho Desk and Zoho FSM
If the locale, that determines the currency, is different in your Zoho Desk and Zoho FSM organization, then you will encounter the error shown below.
To resolve this, ensure that the locale information is the same in both your Zoho Desk and Zoho FSM organization.
In Zoho Desk, the locale information can be found at Setup > General > Company.
In Zoho FSM, the currency information can be found at Setup > General > Currency. The base currency is set during the onboarding process and cannot be modified later.
Upgrade Extension
To upgrade the extension:
- Navigate to Setup > Marketplace > All.
- Click the Installed Extensions tab, and click Zoho FSM for Zoho Desk.
- Click Update.
Uninstall Extension
To uninstall the extension, do the following:
- Navigate to Setup > Marketplace > All.
- Click the Installed Extensions tab, and click Zoho FSM for Zoho Desk.
- Click the More options [
] icon at the top right corner and select Uninstall Extension.
- Click Confirm.
Disable Extension
- Navigate to Setup > Marketplace > All.
- Click the Installed Extensions tab, and click Zoho FSM for Zoho Desk.
- Switch the toggle button to Disable.
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