1. In a Nutshell

2. Availability

1. Available free of cost on the Zoho Marketplace
   
2. Installable by users on any paid plan of both Zoho Quartz and Zoho Desk.
   
3. Available in all DCs
   

3. Overview

1. Faster resolution: With the ability to share recording URLs, teams can reduce back-and-forth communication and resolve issues more efficiently.
   
2. Seamless context sharing: By linking Quartz diagnostic sessions directly to Desk tickets, agents gain full visibility into the user's issue.
   
3. Unified experience: Previously, Quartz and Desk operated in silos. This extension bridges the gap, enabling tighter integration and smoother collaboration between teams.
   
4. Reduced ticket volume: Screen recordings provide immediate clarity, cutting down on follow-up emails and calls for issue clarification.
   

4. Working with the Zoho Quartz Extension

4.1. Enabling the Integration in Zoho Quartz

1. Log in to your Zoho Quartz account. Navigate to your Workspace and go to Setup-> Integrations. 
   
2. Click the Zoho Desk card from the list of available integrations.
   
3. On the following page, click the Enable button located at the top-right corner.
   
4. Once enabled, select the Zoho Desk portal you wish to connect from the Portal dropdown menu.

4.2. Installing the Extension

1. After choosing the portal from the drop-down as shown in the previous step, click on the Marketplace Extension card. 
   
2. In the next page, click on Install Extension.
3. The extension's landing page will appear, displaying detailed information about the extension. Click Install to proceed.
   
4. Select the checkboxes in the Confirm Installation popup to provide your consent, then click Install to complete the setup.
   
5. Choose the Desk Departments where you want the extension to be active in the General Settings section.
    
6. Under the Profiles field, select the user profiles that can access the extension. It is recommended to select all profiles.
   
7. Read and agree to the Terms of Use, then click Install.
   
8. A pop-up will appear requesting authorization. Click Authorize.
   
9. You will be redirected to an API credentials page. Click Create to create an OAuthe Client ID to establish the connection.
   
10. Review the requested permissions and click Accept to provide access.
    
11. Once authorization is successful, you will land on the extension's configuration page. Switch to the Preferences tab.
    
12. In the Quartz Workspace dropdown, select the workspace you enabled in section 4.1.
    
    
    Note: If the Zoho Desk integration hasn't been enabled for the chosen Quartz workspace, an error message will appear. 
    You can use the link provided in the error to directly navigate to the Integrations section of that workspace, enable the integration, and then return to continue.
13. Under Department Integration Details, map each Zoho Desk department to its corresponding Zoho Quartz projects. This mapping ensures that feedback collected through Quartz is accurately linked to the relevant support departments.
    
    
    Note: You can map multiple Quartz projects to a single Desk department.
14. Click Save. The extension has been successfully installed and configured.
    

1. In Zoho Desk, navigate to Setup > Marketplace.
   
2. Search for "Zoho Quartz for Zoho Desk" and select the extension from the results.
   
3. The extension's landing page will appear, displaying detailed information about the extension. Click Install to proceed, then follow from step 4 in section 4.2.1.
   

1. Visit Zoho Quartz for Zoho Desk.
   
2. Click the Install button on the extension landing page, then follow from step 4 in section 4.2.1.
   

4.3. Using the Zoho Quartz Widget within Zoho Desk

1. Open any ticket in Zoho Desk. The Zoho Quartz widget will be visible in the right pane.
   
2. When a screen recording is needed to resolve a query, find the widget.
   
3. Select the relevant Quartz Project from the drop-down menu.
   
4. Click the Paste Link button next to the desired recording. Note that this link is unique to this ticket and cannot be reused elsewhere.
   

1. Their response will be added as a private comment in the Zoho Desk ticket thread, and the Quartz feedback link will be available for your team's reference.
   
2. The recording will be available in the Feedback section of Quartz for your team to review.
   

5. Related Topics

1. Introduction to Zoho Quartz