ZZetra

Zoho Desk

Escalate conversations by opening a Zoho Desk ticket for your support team.

Overview

Connect Zoho Desk and your agent can hand a conversation to your human team by opening a ticket in Zoho Desk. The ticket includes a clear summary of the customer's issue, written by the agent, and the customer's email address when they gave it, so your team has what it needs and the customer doesn't have to repeat themselves.

What you can do

Let the agent handle routine questions on its own, and hand off to Zoho Desk the moment a case needs a person, with the context already on the ticket.

Zetra's own Helpdesk comes first

Every escalation also creates a ticket in Zetra's built-in Helpdesk inbox, so nothing is lost if Zoho Desk is ever unreachable. If you connect several helpdesks, each one gets its own ticket.

Before you start

  • A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
  • A Zoho Desk account you can sign in to, with at least one department.
  • A Standard plan or above. See pricing.

How to connect Zoho Desk

  1. Open the Zoho Desk integration

    Go to your Zetra dashboard, open your agent, click Integrations and then Connect on the Zoho Desk card. A window opens.

  2. Sign in with Zoho and accept

    Sign in to Zoho, tick I allow Zetra to access the above data and click Accept. Zetra only asks to create tickets and read basic settings such as your organization and departments.

  3. Check where tickets will go

    Zetra picks your default Zoho Desk organization and its default department automatically. Click Manage on the card to see them, for example "Connected to Acme Support · tickets go to the Customer Care department".

  4. Add the Escalations action

    1. Open your agent and click Build → Actions.
    2. Click Create action, open Escalations and choose Create ticket.
    3. Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.

    When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in Zoho Desk and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.

Zoho accounts outside the US

Accounts hosted in Zoho's EU, India, Australia, Japan, UK, Saudi Arabia and Canada data centres work too; Zoho sends you to the right region when you sign in.

Check it works

In the Playground, ask your agent to speak to a person about a made-up problem and give an email address. A new ticket should appear in Zoho Desk within a few seconds, with a summary of the issue.

Troubleshooting

“This Zoho account has no Zoho Desk”

Possible cause: the Zoho account you signed in with doesn't have a Desk organization.

Solution: Sign in with the account that owns your Zoho Desk, or set up Zoho Desk first.
Tickets go to the wrong department

Possible cause: Zetra uses your default department.

Solution: Change the default department in Zoho Desk (Setup → Departments), then click Reconnect on the Zoho Desk card.

Managing the connection

Click Manage on the Zoho Desk card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching Zoho Desk; tickets already created stay in Zoho Desk.

Next steps

Escalations action →Fine-tune when your agent escalates and what it asks the customer first.Helpdesk inbox →Every escalation also lands in Zetra's own Helpdesk, with statuses and teams.
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