The video is part of a Desk full product tutorial focusing hot to integrate Zoho Cliq with Zoho CRM. Here is a quick breakdown of the various talking points:
- The discussion was about Integrations and extensions for Zoho Desk, emphasizing their ability to enhance the functionality of the tool.
- Zoho Desk allows for integration with various Zoho applications like CRM and apps from the finance suite such as Zoho Invoice, Zoho Books, Inventory, and Subscriptions.
- These integrations enable users to link their Zoho Desk contacts with other apps’ contacts and create records in those apps without leaving Zoho Desk.
- The integration with Zoho Analytics provides powerful tools for keeping track of agents’ performance and customers’ experiences.
- Zoho Desk can also integrate with Zoho Projects for creating tasks and submitting issues, useful for coordinating between customer support agents and developers.
- Zoho Assist enables screen-sharing support sessions, while Zoho Lens uses augmented reality technology to allow agents to visualize customer products in a 3D environment and provide instructions in real-time.
- Zoho Desk also offers integrations for Microsoft users, specifically Office 365 and Microsoft Teams. These integrations facilitate email and ticket management within Zoho Desk’s interface.
- Other integrations like sending SMS notifications using add-ons like SMS Magic or Clickatell, tracking cases with Jira or Salesforce, and receiving ticket updates on Slack.
- Zoho Desk can be connected to various systems like MailChimp, Gmail, Google Calendar, and Shopify using Zapier or Zoho’s equivalent, Zoho Flow.
- The integration with Zoho Campaigns for Zoho Desk is a new feature that allows users to view all campaigns a contact has been involved in and add contacts to mailing lists directly from the ticketing screen.
- Post-installation, users can change the settings of installed extensions, decide on department-level access, and update extensions if needed.
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