Zohodesk

Automate ticket resolution tracking, sync conversations, and manage customer support efficiently by integrating ZohoDesk with LimeChat CRM.

Introduction

LimeChat seamlessly integrates with ZohoDesk, empowering support teams to unify ticket management between platforms. With this integration, users can:

  • Fetch ticket status from ZohoDesk using its APIs for automated resolution tracking in LimeChat’s Helpdesk.

  • Raise and edit tickets directly from LimeChat’s Helpdesk, ensuring smooth collaboration and faster resolutions.

1. How to Setup/Enable ZohoDesk Integration

Step 1: Register Your Application on Zoho

To connect LimeChat with ZohoDesk APIs, you need to generate an Authentication Token using your application credentials.

  1. Go to the Zoho API Console.

  2. Register your app as a Server-based application.

  3. Enter the following details:

    • Client Name: Any name for easy identification (e.g., LimeChat).

    • Homepage URL: https://limechat.ai

    • Authorized Redirect URIs: https://limekit.limechat.ai/crm/zohodesk/oauth

  4. Click Create.

  5. Navigate to the Client Secret tab and copy your Client ID and Client Secret.

Step 2: Integrate ZohoDesk with LimeChat HelpDesk

  1. Go to Settings → Integrations → ZohoDesk in LimeChat HelpDesk.

  2. Enter the Client ID and Client Secret obtained from Zoho.

  3. Leave the Refresh Token field blank (it will be auto-generated after authentication).

  4. Click Save.

  5. A Zoho authorization tab will open requesting permissions.

  6. Click Allow.

  7. You will be redirected back to LimeChat HelpDesk, and the Refresh Token will be automatically populated.

✅ The integration setup is now complete.

2. Scope of Integration

Features & Capabilities

  • Ticket Creation from LimeChat CRM

    • Users can create ZohoDesk tickets directly using ticket values already available in LimeChat CRM.

  • Conversation Sync

    • When a ZohoDesk ticket is created, a dump of the LimeChat conversation is automatically attached to the ZohoDesk ticket for context.

  • Ticket Status Fetch

    • LimeChat periodically fetches ZohoDesk ticket statuses to keep resolution tracking in sync.

Benefits for Brands

  • Manual Ticket Raising

    • Agents can raise tickets on ZohoDesk directly from LimeChat CRM.

  • Automation Rules

    • Brands can configure automation rules in LimeChat to auto-create or update tickets in ZohoDesk (e.g., SLA breach → auto ticket).

3. How to Create Tickets

  1. Navigate to Tickets in LimeChat CRM.

  2. Open any ticket.

  3. Under CRM Tickets, you will see ZohoDesk once the integration is live.

  4. Click the + icon → Fill out the form with required details → Submit.

  5. The ticket is instantly created in ZohoDesk, and a link to the ZohoDesk ticket appears in LimeChat CRM for quick access.

4. Data Flow

Data Passed from LimeChat to ZohoDesk

  • Customer Details

    • Name, email, phone (if available).

  • Conversation History

    • A full dump of the LimeChat conversation is attached to the ZohoDesk ticket.

This ensures ZohoDesk agents have complete context before handling the ticket.

Summary

The LimeChat–ZohoDesk integration provides a bi-directional sync for ticket creation and status updates. Brands can:

  • Streamline workflows by creating and tracking ZohoDesk tickets directly inside LimeChat HelpDesk.

  • Maintain unified context by syncing LimeChat conversations into ZohoDesk.

  • Automate escalation and resolution workflows through automation rules.

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