Introducing Zoho Desk Integration

Handling a large number of reviews can be difficult, especially when responses need to be personalized based on rating or sentiment. If you already use Zoho Desk to manage support tickets, this integration helps you bring reviews into the same workflow.

What it is

Zoho Desk integration lets you convert reviews into tickets. Your support agents can then respond to those reviews directly from Zoho Desk. There’s no need to log in to Zoho Publish to manage review responses. This helps streamline all customer interactions, including support queries, issues, and feedback, into one place, making them easier to track and manage.

How to set it up

You can complete the setup in three steps:

Enable organization
First, enable the Zoho Desk organization you want to connect to. If you have more than one organization, you can link all of them.
Configure integration
Select the departments in Zoho Desk where you want the review tickets to be sent. During this step, you'll also be asked to enter a reference name for the configuration and provide an email address to associate with the tickets.
Set up automation
Set up automation with rules to decide which reviews should become tickets. You can filter based on ratings, listings, business locations, and other criteria.

Key benefits

Respond from one place

Once reviews are converted into tickets, agents can respond directly from Zoho Desk. This removes the need to switch between platforms.

Use your existing support team

There’s no need to assign a separate team for handling reviews. Your current support agents can manage them as part of their regular workflow.

Save time

Everything happens within Zoho Desk, which means response times can be minimized. Agents can handle reviews just like they manage any other support ticket.

Keep the workflow simple

No additional tools or training are required. The process fits into your existing support structure.

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