3.3 - Desk Setup

3.3 - Desk Setup

Ensure CRM and Desk are integrated by going to CRM settings >  Marketplace > Zoho.

 

 

 

Back in the portal, navigate to Zoho API Settings > Zoho Desk.

 

  • Enable the integration.

  • Enter the Organization Id and authorize Desk.

  • Follow the instructions in the portal to fill out the fields and click update.

Note:  Only one department and support email address are supported at this time.

 

For customizing Zoho Desk front end, navigate to Customization > Tickets and follow the instructions for each section.

  • For general definitions, refer to the 'Customization and Layout' documentation.


Additional Instructions:

 

The 'Status' field in the Settings Tab acts as a filter and dictates the Ticket Status pick list values which will be available to your users in the portal.

 

  • If you would like your users to filter on certain Ticket status, then enter the respective status in the 'Status' field.

  • For example, in the following case, the users will be able to filter on their 'Open' or 'Closed' status Tickets.

 



Here's what the user will see on the front end:

 

 

Note: Ensure that the ticket status you enter in the portal matches with the ticket status in Zoho Desk.

 

To review Ticket Status in Zoho Desk, go to Settings > Customization > Ticket Status


 

 

Priority and Classification fields:

 

The Priority and Classification field values will be visible to your end users as drop down options when they add a new ticket. If you would like your users to add tickets with only a certain priority and classification values, then specify those values in the respective fields.

 

 

Here's what the user will see on the front end after the setup is complete:





Note: The Priority and Classification section values should match with the Zoho Desk Status options.


In Zoho Desk, go to Settings > Customization > Layouts and Fields and view the Priority options.







To review 'Classification' options in Zoho Desk, go to Settings > Customization > Layout and Fields and click on the available layout.

 

Click on the 'Classification' field > Edit properties



 


 

The Layouts section of the configuration will dictate what the user sees when they view a ticket:

 

 

Note: If you would like your user to see and enter the Status, Classification, and Priority fields when they click on their tickets in the portal, then please make sure to add them in the layout.

 

Here is what the user sees when they click into the ticket:

 

 











Here is a quick video overview of the Desk setup:


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