Integrating Zoho Desk with Zoho CRM

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 and product 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.

Zoho DeskFeatures:

  • A unified database of customer and product information using the two-way sync for contacts, accounts, and products along with their data for custom fields, if any.
  • Agents can view the customer information pulled in from the CRM – such as potentials, notes, and activities on the same window as that of the support ticket.
  • 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 Handshake Mode.

Configuring the Integration

Zoho CRM allows you to configure a seamless integration between your CRM and Desk accounts. The following list compiles a few actions which a user can perform within their CRM account.

  • You can create new tickets or view a support ticket.
  • You can comment, respond and update field, close or delete a ticket.
  • Set details in the ticket like a priority, status, assign a ticket owner, set a due date and update all other ticket fields of Desk.
  • You can set the priority of a ticket by linking it to a deal.
  • Fetch details about accounts and contacts from your Desk account.

Step 1 – Setting up Zoho CRM Integration

  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 Zoho under Marketplace.
  4. On the Zoho page, click Zoho CRM.
    Make sure that you have subscribed to one of the paid plans of Zoho Desk.
  5. On the Zoho CRM Integration page, click Integrate. The CRM account matching your email address is pre-populated.
  6. Click Authenticate.

Zoho DeskStep 2 – Syncing Contacts and Accounts

The next step is to select the sync type and map the Zoho Desk fields with those of Zoho CRM. 

  1. Select a Sync Type. By default, a two-way sync is selected. You may choose a one-way CRM to Desk sync if required.
  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 Start Sync.
    You can click ‘Edit’ under Configuration Details to edit the sync type or the field mapping.

Zoho Desk

Step 3 – Syncing Products

The final step is to configure syncing of your products. You must select the sync type, the departments whose products must be synced, and map the Zoho Desk fields with those of Zoho CRM.

Follow the steps below to sync products:

  1. Click Configure corresponding to Products and under Sync Settings.
  2. On the Configure Product Sync page, select a Sync Type. By default, a two-way sync is selected. You may choose a one-way CRM to Desk sync if required.

Zoho Desk

  1. Select the departments whose products must be synced from the drop-down menu.
  2. Associate the fields under Zoho Desk Fields column header with the corresponding fields in Zoho CRM.
  3. You can choose the appropriate field from the drop-down menu.
  4. Click Start Sync.

Zoho CRM integration is successfully completed.

 

CONCLUSION

A sale begins when a lead is converted. Zoho Desk is Zoho’s contextual help desk software. Take advantage of its integration with Zoho CRM, so your sales and support teams can work together to acquire and retain customers.

Integrate Zoho Desk with Zoho CRM and capitalize on cross-selling opportunities—in other words, lead your customers back to the funnel. Contact us to know more about the integration of Zoho CRM with other applications.