How to integrate Zoho Desk with Controlhippo?

Step 1: Log in to the ControlHippo Dashboard.

Step 2 :  Go to the section section and navigate to the Integration button under account management.

Step 3: Click on the integrated button under Zoho Desk.

Step 4: A pop-up will appear. Click the Add to Zoho Desk button, and you’ll be taken to the Zoho login page.

Step 5: Enter your Zoho account credentials and log in to your account. 

Step 6: Click the Accept button to give ControlHippo access.

Step 7: You’ll be taken back to the ControlHippo integration page.

Step 8: A settings box will open where you can turn the toggle on or off to enable ticket creation.

Ticket Management Toggle  

ControlHippo offers six options to control how tickets are created and managed. You can select one based on your needs:

1. Incoming and Outgoing Messages; Reopen Closed Tickets:

• A new ticket is created if none exists. If a closed ticket exists, it will be reopened. Messages will sync to the open ticket.

2. Incoming Messages Only; Do Not Reopen Closed Tickets:

• A new ticket is created for incoming messages. Closed tickets are not reopened.

3. Incoming Messages Only; Reopen Closed Tickets:

• A new ticket is created for incoming messages. If a closed ticket exists, it will be reopened.

4. Outgoing Messages Only; Reopen Closed Tickets:

• A new ticket is created for outgoing messages. If a closed ticket exists, it will be reopened.

5. Outgoing Messages Only; Do Not Reopen Closed Tickets:

• A new ticket is created for outgoing messages. Closed tickets are not reopened.

6. Both Incoming and Outgoing Messages; Do Not Reopen Closed Tickets:

• A new ticket is created for either incoming or outgoing messages. Closed tickets are not reopened.
  
  
  

Step 9 : When a new message comes in, a ticket will be automatically created in the selected Zoho Desk department.

Message Synchronization Logic  

• Open Tickets: Messages will sync to open tickets (both incoming and outgoing).

• Closed Tickets: Messages will sync to closed tickets only if reopening is allowed (based on the selected toggle).

Ticket Creation and Reopening Logic  

• If no open ticket exists: A new ticket will be created.

• If a closed ticket exists:

• If reopening is allowed (based on the toggle), the closed ticket will reopen.

• If reopening is not allowed, no new ticket will be created, and no message will sync.

Automatic Ticket Closure  

• Once a ticket is resolved by an agent, it will automatically close.

• No messages will sync to closed tickets unless reopening is allowed.

Department Selection  

• The agent will select the department for the ticket using the department dropdown. This ensures the ticket goes to the right team.

Note : If you have any further questions or concerns, please feel free to reach out to us at support@controlhippo.com.