Overview
CustomerSuccessBox supports integration with ZohoDesk to pull in conversations and associated metrics. In this article, we list the steps and requirements to integrate ZohoDesk with CustomerSuccessBox.
Why should I integrate with ZohoDesk?
Integrating ZohoDesk with CustomerSuccessBox with just one-click authorization enables you to:
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View support conversations raised by your CustomerSuccessBox users in one single place
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View Service metrics based on ZohoDesk conversations for a specific account.
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Configure Risk Alerts and Set up Service Health on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, Total Open Tickets, and Last Support Request Created
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Lists Account on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, and Total Open Tickets
Step 1: Prerequisites for one-click integration
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You need to have a paid account with ZohoDesk.
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Your access to ZohoDesk must be equivalent to an Admin level for authorizing integration with CustomerSuccessBox.
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Existing users must have email defined for themselves in either email or business email attribute. This enables CustomerSuccessBox to identify support tickets raised by users of that account in ZohoDesk with the users present at the Account level in CSB.
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If your internal stakeholders like your CSM’s or Account Managers, raise tickets on behalf of customers, then in order to map tickets in CustomerSuccessBox at an Account level, we would need to custom map them, to the Account domain. For custom mapping, prices can vary, kindly discuss with your CSB Account Manager.
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NOTE:
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Step 2: Authorizing Access to HappyFox
Follow the steps below to authorize CustomerSuccessBox access to ZohoDesk:
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Log in to your CustomerSuccessBox instance
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Navigate to the Integrations Hub from Settings > Integrations
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Find and click on the ZohoDesk card under the Other Available Integrations (in All or Support section) and click Connect Now.
4. Once you click on Connect Now, you’ll be directed to the ZohoDesk login page if you are not logged in
5. If you are logged in, you’ll be directed to the page below where you’ll need to confirm your email address, and then on the next page, click on “Accept” in green.
That's it! ZohoDesk is integrated with just the authorization.
Step 3: How do I verify the data coming in
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How would I know if integration is a success?
You can check if the integration is a success, by going to your CustomerSuccessBox instance, gear icon on the top right corner→ Integrations, and under Connected Integrations, you should see the HappyFox card with checked “Enabled” status is green.
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Where do I check the data coming from ZohoDesk?
You can find the customer where you are 100 % sure that tickets are associated with that account and the user's email address is the same as the requestor's email address of tickets. You can search the name of that Account, click on the "Tickets'' tab.
The tickets tab will show all the tickets, associated with that account.
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How do I check the data coming from ZohoDesk?
Create a list for testing purposes.
With the following criteria - Total tickets greater than 1 in last 90 days
Do not forget to enable the list after creation. You will see all accounts where tickets have been created in the last 90 days. You can open up an account, go to the tickets tab to see all the relevant tickets.
FAQs:
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If the user is not present in CSB, will the ticket get fetched?
Answer: No, we only fetch tickets of the users whose email address is present in CSB. You can definitely create a user in CSB & then tickets will get created & associated when integration runs next.
Contact Us
In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You may also,
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Initiate a chat directly from within CustomerSuccessBox. Use the chat option (under ? icon) on the top right navigation bar.
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Create a conversation from here
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Send an email to support@customersuccessbox.com
Bhuvan Gaur
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