Overview

Steps to configure Zoho Desk integration for in-app feedback

1. Navigate to Project Settings > Integrations and click on Zoho Desk.
   

1. Choose the application ID for which you want to enable the integration.
2. Choose your Zoho Desk Portal and Department from the drop-down. (You will be able to do the configuration only if you have an account in Zoho Desk for your organization.)
3. Choose the type of feedback you want to receive in your Zoho Desk Portal, i.e., Feedback, Help, Bug, and Report.
   

1. Click Save and you have successfully enabled Zoho Desk integration for the chosen application ID.

Manage Desk tickets for in-app feedback from Apptics

1. Navigate to Quality > In-app Feedback and scroll down to the Feedback list at the bottom of the page.

In case you have not enabled the Zoho Desk integration:

1. Click on Integrate button above the Feedback list to configure the same. A pop-up will appear.
   
2. Click on Zoho Desk and that will redirect you to the Desk integration page.
   

1. Once the integration is enabled, you can click on View to assign tickets and a pop-up will appear. (You can see the View option only after you enable Desk integration. Before that it will show as 'Not Integrated'.)
   

1. Choose the appropriate fields, i.e., the ticket assignee, status, priority, and classification to assign the ticket from the Apptics console.
2. Click on Open Zoho Desk to view and assign support tickets directly from your Zoho Desk Portal.
   

Note: Only the portal admin, the project manager, and the development lead can configure Zoho Desk integration in Apptics.

Steps to configure Zoho Desk integration for store reviews

1. Navigate to Project Settings > Integrations and click on Zoho Desk.
   
2. Choose the application ID for which you want to enable the integration. For store reviews, the configured application IDs will be listed at the bottom of the drop down.
   

1. Choose your Zoho Desk Portal and Department from the drop-down. (You will be able to do the configuration only if you have an account in Zoho Desk for your organization.)
2. Choose the types of tickets you want to create for store reviews, i.e., New reviews and Updated reviews.
   
3. In case a store review is deleted later, you can enable the option to change the ticket status of the deleted store review and choose the ticket status.
   

1. Click Save and you have successfully enabled Zoho Desk integration for the chosen application ID.
   

Manage Desk tickets for store reviews from Apptics

1. Once you have completed the integration, every new or updated store review you receive will be automatically created as a support ticket in your Zoho Desk portal.
   
2. For the older store reviews that you received before the integration, click on Assign ticket on Desk to manually convert them into support tickets.
3. Once the Desk ticket is created, you can click on View ticket on Desk to view the support ticket details in your Zoho Desk department and assign it to the support agents in your team.