OneCloud Integrations | How to Setup the Zoho Desk Integrator in UCaaS Portal
OneCloud Integrations | How to Setup the Zoho Desk Integrator in UCaaS Portal
Administrator Access Required:To set up this integration, you will need administrator access to your Zoho Desk account.
User Identity Matching:Email Address Identification: The OneCloud 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.
Step 1: Login to the OneCloud Portal
Step 2: Go to the Integrator Tab
Step 3: Select on the "Enable" Button on Zoho Desk
(This will Launch a New Window)
Step 4: Login to Zoho Desk
Step 5: Accept the Connection
Step 6: Integration Successfully Linked
Screen Prompt:
Icon Prompt:
Integrator Enabled Successfully:
Step 7: Adding Users to the Integrator
a. Hit the "Pencil" Icon
b. Enable Users for Calls, SMS, and Meetings Data
Step 8: Confirming the User's information in Zoho Desk
User Identity Matching:The OneCloud Integrator uses email address identifications to verify the specific users 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.
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 or Extension
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