Zendesk

Zendesk

Integration of Zendesk with Zoho Assist enables you to initiate remote support and screen sharing sessions directly from Zendesk support tickets. Resolve every ticket and enhance your customer service by providing remote support to customers anywhere in the world.

This integration allows you to:
  • Remotely troubleshoot and resolve tickets.
  • Troubleshoot Windows and Mac OS.
  • View detailed report that includes session duration, start time, end time, and session notes.
  • Update ticket status at the end of remote sessions. 

To configure Zendesk

  • Go to zoho.com/assist.
  • Log in to your account using Zoho Assist credentials.
  • Navigate to Settings.
  • In settings, go to General > Integrations.

  • Once the tab opens, click CONFIGURE given beside zendesk support
  • Enter the sub-domain and click ENABLE.

  • Now enter your Zendesk credentials and click Sign In.

  • Sign in to your Zendesk account and go to Marketplace under Admin.
  • Navigate to Marketplace below APPS and install the Zoho Assist application.
  • Zoho Assist app can be found in the zendesk ticket sidebar. You can initiate a remote support or screen sharing session from here.

To configure Zendesk

  • You can enable/disable integration with Zendesk by clicking on   .

To change the Zendesk account details that your Zoho Assist is linked to

  • To change the Zendesk account details that your Zoho Assist is linked to (as the admin of the desired Zendesk account), click "Change" button.

To change the ticket status after every session

  • Once the session ends, a dialog will open up.
  • Select the current ticket status from the drop down list.

To view session details

  • Go to Home > Dashboard.
  • Select the ticket for which you want to view session related details.
  • Once you open the ticket, you can view the particular session details(session key, duration, start time, end time, and session notes) in the comment box.



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