FAQs Zoho Desk For Administrators Integrations and Add-ons

            Integrating Zoho Desk with Zoho CRM

            Zoho CRM integration gives your sales and support teams a holistic view of your customers by maintaining a single customer database which is always in sync. For the integration, you must have Administrator privileges in Zoho Desk. Also, make sure that you have a Zoho CRM administrator available with you.

            Features
            Integrating with Zoho CRM brings with it the below features to deliver a great customer experience:
            • Maintain a unified database of customer information using the two-way sync for contacts and accounts along with their data for custom fields, if any.
            • Agents can view the customer profile pulled in from the CRM alongside their tickets in Zoho Desk.
            • View the customer profile pulled in from the CRM, within a contact or an account in Zoho Desk.
            • Prioritize and work on Zoho Desk tickets based on their customer types in the Queue for Zoho CRM.

            Configuring Zoho CRM Integration
            Configuring the Zoho CRM integration can be split into 3 parts. The first part of the integration must be completed in your Zoho CRM account. 

            Part I - Getting the ZSC Key
            The first step in the integration is to get the ZSC Key from Zoho CRM. This key is used to access Zoho CRM data from Zoho Desk. 
            To get the key:
            1. Log in to your Zoho CRM account with Administrator privileges.
              If you are new to Zoho CRM, you must sign up and create an account for your organization.
            2. Click the Setup icon and then navigate to API, Apps and Integrations > Developer Space > Zoho Service Communication (ZSC) Key.
            3. In the ZSC Key page, click Generate Now to create a new key.
            4. Copy the e-mail ID and the associated ZSC Key to be used for the integration.
            Alternatively, you can get the ZSC Key from the administrator of Zoho CRM.

            Part II - Setting up Zoho CRM Integration
            The next step is to set up the integration in Zoho Desk.
            1. Log in to your Zoho Desk account with Administrator privileges.
            2. Click the Setup icon ( ) in the top bar.
            3. In the Setup Landing page, click Integrations under Others.
            4. In the Integrations page, click Zoho CRM Integration.
              Make sure that you have a Professional or Enterprise edition in Zoho Desk.



            5. In the Zoho CRM Integration page, click Proceed.
            6. Enter the Zoho CRM Administrator's Email and the associated ZSC Key.
            7. Click Authenticate & Proceed.



            Part III - Mapping your Zoho Desk Fields with Zoho CRM
            The next step is to map the Zoho Desk fields with those of Zoho CRM. To begin with, the standard fields in the Contacts and Accounts module will come pre-mapped for your convenience.
            To map the other Zoho Desk fields:
            1. Click Edit Field Mapping.
            2. Associate the fields under Zoho Desk Fields column header with the corresponding fields in Zoho CRM.
              You can choose the appropriate field from the drop-down menu.
            3. Click Save & Proceed.


            The integration is completed. 

            Note:
            • During your first sync session, the system will perform a bulk import and export of data. Depending on the size of your database, this might take several hours to complete.
            • The records that were created during the last one year alone will be imported and synced between your Zoho Desk and Zoho CRM accounts.
            • The duplicate check for Contacts and Accounts is primarily based on the Email ID of the contacts and the Account Name respectively.
            • All Contacts irrespective of whether they have an email address or not will be synced.
            • The sync will kick-start when you create, update, delete or mass update records either in Zoho Desk/CRM.

            Syncing Deleted Records
            When some contacts or accounts are deleted from Zoho Desk, their corresponding records will not be deleted from Zoho CRM and vice versa. This will make the syncing experience smoother and prevent test or junk records from syncing between databases. However, please make sure that you delete the records from the recycle bin of the respective application. Else, the deleted records will be put back during subsequent syncs(read, record updates). 

            Note:
            • When you update a Zoho CRM record which was previously deleted from Zoho Desk, a sync event will add the record again in the latter.

            Viewing Sync History
            Maintaining a log of the activities performed in your Zoho Desk account is always useful. You know when a ticket was edited, or who added a ticket. Similarly, a log of the synchronization activities is helpful in knowing when and what kind of records were imported. The Sync History in Zoho Desk provides a clear picture of the recently synced records over the last 7 days. 
            You can see the following details under the sync history:
            • Date of sync
            • Source of the sync and the target, i.e., from Desk to CRM or vice versa
            • Imported record type, i.e., Contacts or Accounts
            • Details on the number of records that are added, updated or failed.

            To view sync history:
            1. Go to Setup > Integrations > Zoho CRM Integration.
            2. In the Zoho CRM Integration page, click Sync History for last 7 Days.

            Viewing Failure Logs
            The Failure Log is a chronological sequence of entries, each resulting from the failure of the sync actions in Zoho Desk. The logs are helpful to determine the reason behind the failure of a sync event and also to identify the records associated with the event. Given below in the table are some of the common error messages behind the failure of a sync event:

            Error MessagesDescription
            CRM ID is already mapped with another Support EntityThe record seems to be a duplicate. Its original entity is already mapped with its counterpart in the other database.
            Text value is given for an Integer fieldYou have incorrectly mapped a Text type field with an Integer field in the Desk— CRM field mapping.
            Mandatory Field Missing (Extremely Rare)You may have failed to map the mandatory fields that are required for Contacts and Accounts.
            Missing Parameter (Extremely Rare)This may occur when an API parameter was missed out during a back-end operation.
            Incorrect API parameter or Parameter Value (Extremely Rare)This may happen when an incorrect API parameter was called, or its value seems incorrect during a back-end operation.

            To view failure logs:
            1. Go to Setup > Integrations > Zoho CRM Integration.
            2. In the Zoho CRM Integration page, click Failure Log.
            3. Under Failure Log section, hover your mouse pointer over the record type and click Show Details.
            The individual records that could not be synced will be displayed. You can view the failure time and the reason for their failure alongside a record. Click Try Again to re-sync the record.

            Pausing/Resuming Sync
            Zoho Desk allows you to pause and resume syncing as and when required.
            To pause an active sync:
            1. Go to Setup > Integrations > Zoho CRM Integration.
            2. In the Zoho CRM Integration page, click Pause Sync.
            The two-way data sync will be paused. During this time, no data exchange or update will happen between your Zoho Desk and Zoho CRM accounts. You can return here to Resume syncing when you're ready. 

            For Existing Users of One-way Import
            Existing users, who have set up the one-way import of customer information from Zoho CRM can switch to the new two-way sync in Zoho Desk. This will help you keep the two databases in sync with each other compared to the traditional method of scheduled import.

            Part I - Switching to Two-way Sync
            1. Log in to your Zoho Desk account with Administrator privileges.
            2. Click the Setup icon ( ) in the top bar.
            3. In the Setup Landing page, click Integrations under Others.
            4. In the Integrations page, click Zoho CRM Integration.
            5. In the Zoho CRM Integration page, click Enable Two-way Sync.
            6. In the following alert pop-up, click Proceed.
              Please note that you cannot revert to the one-way import function once you click Proceed.



            Part II - Mapping your Zoho Desk Fields with Zoho CRM
            The next step is to map the Zoho Desk fields with those of Zoho CRM. To begin with, the standard fields in the Contacts and Accounts module will come pre-mapped for your convenience. 
            To map the other Zoho Desk fields:
            1. Click Edit Field Mapping.
            2. Associate the fields under Zoho Desk Fields column header with the corresponding fields in Zoho CRM.
              You can choose the appropriate field from the drop-down menu.
            3. Click Save & Proceed.
            You have successfully switched to the two-way sync of the customer information.
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