Zendesk Integration
Enhance your remote assistance capabilities powered by AR with Zoho Lens integration in Zendesk. By initiating remote assistance sessions directly from service requests, technicians can easily schedule sessions and update the status of service requests upon the completion of each session.
Note: To fully leverage the integration between Zoho Lens and Zendesk, ensure that all necessary technicians are added to both the Zoho Lens and Zendesk accounts. This will enable them to initiate and manage Zoho Lens sessions directly within Zendesk service requests.
To install Zoho Lens from Zendesk marketplace:
Login to your Zendesk account.
Go to Zendesk Settings > Apps > Find new app.
Look for Zoho Lens AR Remote Assistance app.
Click Install and select the domain name that you have been using with Zoho Lens to complete the integration process.
Now, Zoho Lens is successfully integrated with Zendesk.
To configure Zendesk in Zoho Lens:
Login to Zoho Lens.
Go to Settings > Integrations > Apps.
Click Configure beside Zendesk.
Provide your Zendesk Subdomain details and then click Install to integrate Zendesk in Zoho Lens.
Your Zendesk account is successfully integrated with Zoho Lens.
To enable and disable the Zendesk integration from within Zoho Lens:
- Login to Zoho Lens.
- Go to Settings > Integrations > Apps.
- Click on Zendesk.
- Click on the Enable/Disable toggle button from the top right corner.
To initiate remote assistance sessions from service requests:
1. Open the service request to be resolved from within your Zendesk account. You can find the Zoho Lens app listed on the right side pane.2. Click START NOW in the ticket menu bar at the right side to initiate an instant remote assistance session.
3. You can verify the customer's email address and your department name before proceeding with starting the remote assistance session.
3. You can verify the customer's email address and your department name before proceeding with starting the remote assistance session.
To schedule a remote assistance sessions from service requests:
1. Open the service request to be resolved.
2. Click on Schedule to schedule a remote assistance session for a later time. You can also do this from the comment section below the service request.
3. The details of the scheduled session will be added as a comment below the particular service request. You can click on the comment to start the scheduled session anytime.
3. The details of the scheduled session will be added as a comment below the particular service request. You can click on the comment to start the scheduled session anytime.
4. To reschedule a session click View Scheduled Session, now click EDIT below the session that is to be rescheduled.
5. You can also view all your scheduled remote assistance sessions from the custom view by clicking on Apps > Zoho Lens.
6. You can view, edit and delete your scheduled sessions from here as well.
Starting AR remote assistance sessions:
1. When you start an AR remote assistance session, the email invite will automatically be sent to the customer, which will also be listed in your service request.
2. The remote session will be opened in a new tab waiting for the customer to join the session.
2. The remote session will be opened in a new tab waiting for the customer to join the session.
3. Once the troubleshooting has been completed and the session is being closed, the technician can choose to change the status of the ticket from open to either pending or solved. This will automatically update the status of the ticket.
4. The technician can also add an internal and public comment. The internal comment will automatically be added to the service request for future reference.
5. The public reply will add a comment that is visible for both the technician and the customer when opening their service request.
6. Once the session is completed, if session recording is enabled, the video recording is also updated as an internal note with the option to download the video directly.
Troubleshooting Errors with Zoho Lens – Zendesk Integration
Error message 1:
For the integration between Zoho Lens and Zendesk to be operational, it must first be configured by the Superadmin. Once the Superadmin has configured it, technicians can proceed to configure their individual organization accounts to utilize the integration.
Error message 2:
If the Superadmin has already mapped a Zoho Lens organization and the technicians is not yet added as a member under that organization, they will encounter the error message mentioned above. The Technicians can contact their Superadmin to have them added as a member of the mapped organization, to conduct remote camera assistance sessions from within Zendesk.
Error message 3:
If the Superadmin has already mapped a Zoho Lens organization, technicians must ensure that this organization is set as their default in Zoho Lens. Only then will the technicians be able to initiate remote camera assistance sessions directly from within Zendesk.
Error message 4:
There is a mismatch in the Zendesk account that you are logged in to and the Zendesk sub domain integrated in Zoho Lens. To fix this issue, kindly switch your Zendesk portal or ensure that the Zendesk Sub domain details linked in Zoho Lens is the correct account.
If the Superadmin has already mapped a Zoho Lens organization, technicians must ensure that this organization is set as their default in Zoho Lens. Only then will the technicians be able to initiate remote camera assistance sessions directly from within Zendesk.
Error message 4:
There is a mismatch in the Zendesk account that you are logged in to and the Zendesk sub domain integrated in Zoho Lens. To fix this issue, kindly switch your Zendesk portal or ensure that the Zendesk Sub domain details linked in Zoho Lens is the correct account.
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