How to setup sync with Zoho Desk

How to set up sync with Zoho Desk

Zoho Desk is a customer service software that uses the power of customer context to improve customer experience, manage support tickets, and analyze agent productivity. Integrating Zoho Marketing Automation with Zoho Desk will allow you to sync contacts and contacts from Zoho Desk and engage them consistently.
 
Learn how to integrate with Zoho Desk 

 How to setup a sync?

  1. Click Settings icon on the top-right corner of the screen, then click Apps under Integrations.
    settings icon

    settings page
  2. Click Zoho Desk and click Create Sync.
  3. Select a list if required to which you intend to sync the contacts. The synced contacts will be available in the selected list as well as in the All contacts module.
  4. Select a topic if required to associate your contacts with a relevant topic if you want to send email campaigns to the contacts.
  5. Enable Update empty field value toggle if required. By enabling this, values of mapped fields removed in Zoho Desk will also be updated with empty values in the respective field of Zoho Marketing Automation.
  6. Schedule the Sync time to sync the records periodically. However, the first sync will be initiated immediately as soon as you initiate a sync.
  7. Click Initiate to map fields.
      setup sync 

Map your Fields  

In Map your Fields, you can choose Desk fields against the fields you create in Zoho Marketing Automation. Click (+) icon to map additional fields. You can create a new Campaign field by checking the option New Field found in the Marketing Automation' field selection drop down. Once done, click on Initiate.

map fields

Sync Detail View  

To see the detail view of the sync,
  1. Click Settings icon on the top-right corner of the screen, then click Apps under Integrations.
  2. Navigate to Zoho Desk sync setup by clicking Zoho Desk under Connected Apps.
You can pause or disconnect the sync by clicking on the respective buttons available in the top right corner of this page.
pause sync


 
 


Edit Sync Configuration  

  1. Navigate to Zoho Desk sync setup by clicking Zoho Desk under Connected Apps.
  2. Click Edit icon and edit the required details.
    edit sync configuration
  3. Click Save once you are done editing.

Edit Mapping  

You can re-map or map more fields for your sync settings by clicking the Edit Mapping in the Sync Detail View.
  1. Navigate to Zoho Desk sync setup by clicking Zoho Desk under Connected Apps.
  2. Navigate to Field Mapping tab.
  3. Click Edit icon and edit.
  4. Click Save.
    edit field mapping    

View sync history  

 You can view data of the synced contacts in this section.
  1. Navigate to Zoho Desk sync setup by clicking Zoho Desk under Connected Apps.
  2. Navigate to Sync history tab. Here you can see a detailed view of your sync list:
    1. Sync time - The time at which the sync was performed.
    2. Total records - Total number of contacts synced at the given time.
    3. Added -  Number of new contacts added at the given time.
    4. Updated - Number of existing contacts updated.
    5. Skipped - Number of contacts not synced since they didn't match the sync criteria.
      sync history
You can export your skipped contacts as a .csv file by clicking the export icon next to the skipped value.