Setting up Zoho Cliq Integration

Setting up Zoho Cliq Integration

The Zoho Desk - Zoho Cliq integration allows you to view tickets, get instant updates and monitor daily ticket activity from the chat window.

Key Features
  • Receive automated bot notifications about ticket due-times, status updates, and comments.
  • View a daily digest of the number of tickets that are open, due, and solved; monitor the happiness score and top performers.
  • Search for tickets in real time based on ticket ID and customer email.

Installing Zoho Cliq
A user with Administrator privileges can install the Cliq integration in Zoho Desk. 
To install Cliq integration:
  1. Click the Setup icon (  ) in the top menu.
  2. Click Zoho under the Marketplace menu.
  3. Click Zoho Cliq on the Zoho page.
  4. Click Install on the Zoho Cliq Integration page.
  5. The installation wizard performs the following actions in Zoho Cliq:
    • Creates an org-level channel called '#desk.' You will receive a daily digest of the number of tickets that are open, due, solved, etc., in this channel.
    • Creates channels specific to your Zoho Desk departments where you receive a daily digest and notifications about unassigned tickets.
    • Subscribes you to 'Desk Bot,' a pre-programmed bot where you receive notifications about tickets assigned to you.
Note:
  • Agents must subscribe to and join the bot and channels respectively.

Important:
  • If you are unable to install the Cliq integration, the chances are that one or more of your Zoho Desk agents belong to a different company's Cliq account. Data sharing across multiple organizations will breach security, and hence, the installation cannot be completed. In such a case you must either deactivate those agents or write to us at support@zohodesk.com for further assistance.

Receiving Feeds and Notifications
Once the integration is complete, you will start receiving feeds and notifications into your Zoho Cliq channels. For example, if your ticket is nearing its due time, you will immediately receive a notification with details about the ticket.

Feeds
You will receive Feeds notifications in your org-level and department specific channels on the following:
  • Number of tickets pending resolution at the beginning of the day. It consists of the number of open tickets and of those that are due for the day.
  • Ticket resolution summary at the end of the day. It consists of the number of new and closed tickets, happiness score and the top 3 performers by the number of tickets closed.

Notifications
You will receive the following notifications in your bot and department-specific channels:
  • When a comment is left on a ticket
  • When a comment is edited on a ticket
  • When a ticket is approaching its due time in half-an-hour
  • When a ticket is approaching its due time in an hour
  • When a status of a ticket is updated

Using Commands to fetch Ticket information
Often, when you have conversations around customer issues on chat, you may wish to pull up ticket information to have a more contextual discussion. It can be a hassle to keep switching between Zoho Desk and Cliq just to refer to a ticket. Now with this integration, you can directly use Cliq commands to fetch and share tickets without leaving the chat window.

Following are the chat commands that can be entered on Cliq:

Cliq Command
Purpose
Example
/ticket
To fetch three most recent tickets assigned to you
/ticket
/ticket [ticketID] 
To fetch a ticket by its ID
/ticket 115
/ticket [customer email]
To fetch three most recent tickets raised by a customer
/ticket john@abccorp.com

To enter a Cliq command:
  1. Go to the particular chat window where you wish to view Zoho Desk tickets.
  2. In the message box enter one of the commands seen above. Example, /ticket
    A business card view of the ticket is displayed which is visible only to you.
  3. Click Post in this conversation to send the ticket information to the user/channel.

Archiving Department-specific Channels
You can archive the department-specific Cliq channels so that you don't get notifications or feeds in them. On archiving, the channel will disappear from the channels list, but the conversations will not be deleted.
To archive a channel:
  1. Click the Setup icon (  ) in the top menu.
  2. Click Zoho under the Marketplace menu.
  3. Click Zoho Cliq on the Zoho page.
    The Zoho Cliq Integrations page will open.
  4. Click the toggle corresponding to a department-specific channel to disable it.
The channel will be archived immediately.

Uninstalling Cliq Integration
You can uninstall the Zoho Cliq integration so that all the options in Zoho Desk to share via Cliq will no longer be available.
To uninstall the integration:
  1. Click the Setup icon (  ) in the top menu.
  2. Click Zoho under the Marketplace menu.
  3. Click Zoho Cliq on the Zoho page.
    The Zoho Cliq Integrations page will open.
  4. Click Uninstall.
The integration will be uninstalled immediately.

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