Calldacity Integrations | How to Setup the Zoho Desk Integrator
Calldacity Integrations | How to Setup the Zoho Desk Integrator
Administrator Access Required:
To set up this integration, you will need administrator access to your Zoho Desk account and an Office Manager within the UCaaS Portal.
User Identity Matching:
Email Address Identification: The UCaaS Portal uses email addresses to identify users in Zoho Desk.
No Email Present? If a UCaaS Agent/User doesn't have an email address, the Zoho Desk administrator can add the user's extension number in Zoho Desk to enable identification.
For Step-by-Step instructions on adding the Extension Number to the Zoho Desk User please navigate to Step 7.
For Step-by-Step instructions on adding the Extension Number to the Zoho Desk User please navigate to Step 7.
Setup Steps:
1. Login to the UCaaS Portal
2. Go to the Integration Tab in the UCaaS Portal and Select on the "Enable" Button on Zoho Desk
3. Login to Zoho Desk
4. Accept the Connection
5. Integration Successfully Linked
Screen Prompt:
Icon Prompt:
Integrator Enabled Successfully:
6. Adding Users to the Integrator
a. Hit the "Pencil" Icon located to the Left of the Enable Button
b. Enable Users for Calls, SMS, and Meetings Data Logging by Selecting the Check Box under each Column
7. Confirming the User's information in Zoho Desk
User Identity MatchingThe Zoho Desk UCaaS Integrator uses email address identifications to verify the specific users/agents across the platforms to allow for the data to reach the correct agent.
No Email Present? If a UCaaS Agent/User doesn't have an email address, the Zoho Desk administrator can add the user's extension number in Zoho Desk via the Extension Field.
This Identification is critical for the Integrator to feed the data from the UCaaS environment over to Zoho Desk and associate it to the correct end user.
The following instructions goes over how to verify or add the email or extension number to the Zoho Desk User.
This Identification is critical for the Integrator to feed the data from the UCaaS environment over to Zoho Desk and associate it to the correct end user.
The following instructions goes over how to verify or add the email or extension number to the Zoho Desk User.
a. Going to Zoho Desk: Selecting Settings in the Top right and then Agents under User Management
b. Search the User's to confirm email or extension number is under the User
c. Select the Fields to add Email and/or Extension
c. Select the Fields to add Email and/or Extension
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