# Zohodesk

### 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.