1. View, manage, and maintain Zendesk help desk tickets directly from the SalesIQ dashboard.
2. Convert SalesIQ chats into helpdesk tickets with a single click, as required.
3. Automatic conversion of chats into helpdesk tickets, ensuring that you never miss a customer or prospect.
4. Integrate your Zendesk Knowledge Base with SalesIQ articles so that visitors can easily view these within the chat window.
   
5. Get the SalesIQ chat transcripts within the helpdesk tickets on Zendesk, for your agents to get full knowledge of the issues to assist customers.

How to enable/disable Zendesk integration?

Disabling the integration with Zendesk

1. From your SalesIQ dashboard, navigate to Settings > Developers > Integrations and click on Zendesk.
   
2. On the Zendesk integration page, click on the Disable button on the top right corner of the page.
   

1. From your SalesIQ dashboard, navigate to Settings > Developers > Integrations and click Zendesk.
   
2. Then, click the Enable button. 
   

Zendesk Configurations

Now that your Zoho SalesIQ is linked up to your Zendesk account, let's explore the options available for configuring the integration to best fit your team’s specific needs.

Chats to be converted as tickets in Zendesk

With this configuration, you can choose which of the SalesIQ chats need to be automatically created as helpdesk tickets inside Zendesk. You can choose either All Chats, Operator Attended Chats, Missed Chats, or None. Whichever you choose, the system will create requests inside Zendesk for all chats that fit your defined configuration.

To configure visitors chats as automated requests inside Zendesk,

1. From your SalesIQ dashboard, navigate to Settings > Developers > Integrations and click Zendesk.
   
2. On the Zendesk integrations page, click on the Zendesk Configurations section. In the 'Chats to be converted as tickets in Zendesk', in the dropdown select the type of chats which you would like to be automatically created as tickets in Zendesk.
   
1. All Chats – Converts all the visitors chats into Zendesk tickets.
   
2. Operator/Bot Attended Chats – Converts only those chats attended in Zoho SalesIQ to Zendesk tickets.
   
3. Missed Chats – Converts only missed chats to tickets.
   
4. None – This option will not convert any chats into Zendesk tickets. But, your operators can manually convert chats to Zendesk requests based on their requirements.
   

Sync Zendesk Knowledge base with Zoho SalesIQ articles

1. Navigate to Settings > Developers > Integrations and click Zendesk.
   
2. On the Zendesk integrations page, click on the Zendesk Configurations section.
3. Scroll down to 'Sync the Zendesk knowledge base with Zoho SalesIQ articles' option and toggle the button to enable the syncing option. 
   
4. On the left side, a list of the departments inside SalesIQ will be listed. On the Zendesk side (right), choose the Zendesk article category that you want to map each SalesIQ department to.
   

1. Choose the syncing articles' status in SalesIQ - You can choose the syncing articles' status in SalesIQ, whether they need to be kept as published or as drafts.
   

1. Auto-sync SalesIQ - Zendesk Articles - Choose a time frame after which the articles have to be synced automatically. This can either be: Daily, Weekly or Monthly.
   

Note:

1. You can map a Zendesk category to only one SalesIQ department. But, you can map a department with multiple article categories.
2. If the articles sync frequency is set to:
   
1. Daily - Sync will take place in the early morning hours of every day
   
2. Weekly - Sync will take place on the same day of the week on which you had synced the articles first. (For example, if you had synced the articles on Monday, the articles will be synced on Monday of every week)
   
3. Monthly - Sync will take place on the same day of the month on which you had synced the articles first. (For example, if you had synced the articles on the 1st of January, the articles will be synced on the 1st of every month).

1. Then, click on Sync Now and all the articles syncing process will begin. This will take some time. Once the articles are synced, you will receive an email from SalesIQ as shown below.

Note: In case, there are no modifications in the sync process i.e. no articles to be synced, then the below mail will not be triggered.

1. You can view all the synced articles inside Resources > Articles.
   
2. The articles that are synced from Zendesk will be saved as drafts or as published in the SalesIQ articles section as per the configuration chosen previously.
3. The articles will have a distinct tag "Synced from Zendesk", which will reflect after they had been synced from Zendesk.
   

Note:

1. Make sure that your Zendesk articles are published to sync with the SalesIQ's Articles section.
2. You can preview the articles inside SalesIQ but it cannot be edited until the integration is disabled. Once disabled, the Zendesk articles will be treated as SalesIQ articles.
3. These articles can be synced only by the administrators.
4. If you are not able to view the articles in the chat window, it might be because the articles are not synced properly i.e it is not published in Zendesk Knowledge base / the integration is disabled.
5. When sync is turned off, article syncing stops but the existing articles remain unchanged.
6. The articles will be synced at early hours in the morning once the frequencies are set (Daily, Weekly or Monthly). In case you edit the articles inside Zendesk, you need to click Sync Now for the changes to immediately reflect inside SalesIQ. Otherwise the changes will be reflected only during the sync cycle that you have set.
7. When the Zendesk article has to be synced, make sure that the display permission for the article in your Zendesk account i.e., "Visible to" field must be set to "Everyone" in order to view the article in SalesIQ.
8. The name of the article category in the chat window will be visible only if you have created the same category name in Zendesk, i.e., the section name of the Zendesk article will not be taken as the article category in the chat window.
9. The Zendesk articles with formatted text like bold, italics, etc will not be reflected with the format while it is synced in the SalesIQ's Article section. You can only link to other pages, add an image/video, and insert tables.
   

Department linking settings

1. No Integration - If you choose this setting for a particular Zoho SalesIQ department, your operators cannot create or view any Zendesk requests while conducting chats in that department, and no requests will be automatically created from chats in that Zoho SalesIQ Department. These departments become effectively disintegrated from your Zendesk account. If you have a Zoho SalesIQ department that doesn't handle customer desk issues, this setting works great as you won't overpopulate your Zendesk database with non-Desk related chats.
2. Read Only - If you configure a department to the "Read Only" setting, your operators can view the existing Zendesk requests from that customer's account, but they cannot create new Zendesk tickets, or edit the status of existing tickets.
3. Choose on Demand - By selecting the "Choose on Demand" setting for a department, your operators can view existing tickets and convert chats from this department in Zoho SalesIQ to a request in Zendesk for whichever department it needs to be in.

1.  Priority– An agent can set the priority for the request as Urgent, High, Normal or Low based on the chat with the customer and their specific needs.
   
2.  Status– The agent can also choose the status of the request to be created, with the choices being: Open, Pending and Solved.
   
3.  Classification– Zendesk agents can classify the chats as a Problems, Incident, Question and Task depending on how your classifications are configured inside the Zendesk account your Zoho SalesIQ is linked to.
   
4.  Department– Lastly, the agent can direct the request to specific department inside Zendesk, to ensure the request he is creating from Zoho SalesIQ ends up where it needs to be inside your help desk.

Note: The Department option will not be available in the ticket options if a specific Zendesk department is already chosen in the configurations. 

Merging Zendesk tickets

Associate chat

Using the integrated information

Viewing the recent chat transcript of a visitor

Searching Zendesk tickets

Changing request status

Visitor info pushed from Zoho SalesIQ to Zendesk

1. You can find the Visitor Information in the Internal section of your Zendesk account. This info helps your support executives who do not have access to Zoho SalesIQ to know important details about the visitor. 
   

1. The Zoho SalesIQ chat transcript will be available under the "Public" section of the Zendesk. The chat transcript will be pushed to the Zendesk immediately after the conversation gets over in Zoho SalesIQ (if converted as ticket).
   

1. The Name, Email address and Phone number of the visitor will be displayed in Zendesk.
   

Getting your Zoho SalesIQ Code Snippet

1. Login to your Zoho SalesIQ Operator console.
   
2. Navigate to Settings > Brands, click on the name of the brand for which you want the code.
   
3. Choose Installation > Website.
4. Click on Copy this code to copy the code snippet and paste it on your website's HTML source code.