Zoho Desk KPI Integration

Zoho Desk helps you simplify customer service operations, improve agent productivity, and deliver lasting customer experiences. In order to help you better manage client interactions, it also provides capabilities like Knowledge Base Management, Document Management, Content Management, Text Editing, Communication Management, Client History, and Widgets.

What can you do with Zoho Desk and Profit.co Integration?

Integrate Zoho Desk with Profit.co’s key result to automate your OKR check-ins. It automates the progress of views generated based on:

• Tickets count
• Calls count
• Tasks count
• Events count
• Response Time
• Resolution Time
• Happiness Rate

Configure Zoho Desk KPI in Profit.co

Step 1

Navigate to Settings from the left navigation panel.
Click on Integrations, On the Connectors page, Select the User Level tab and enable the Zoho Desk.

After enabling it, Navigate to Preference from the left navigation panel and select the Integrations tab, and click on the Zoho Desk Manage button to make a connection.

Then click the Sign in to Zoho Desk button.

Step 2:

Enter the Connection Name and click on the Sign in to Zoho Desk button.

You will be redirected to the Zoho Desk connectors page, and sign in to your Zoho account.

To access data in your Zoho account, click Accept.

Step 3:

Once the Integration is done, you can connect your key result progress.

Automating Key Results with Zoho Desk

Now Create a key result Using the Form in Profit.co where you want to integrate the Zoho Desk KPI in a key result.

Note: Zoho Desk KPI supports Increase KPI, Decrease KPI, or Control KPI type.

Enter the Key Result name, and choose the required Key Result type and KPI.

Select the Automate Check-in and choose Zoho Desk from the Connection dropdown.

Note:

• Zoho Desk KPI supports Increase KPI, Decrease KPI, or Control KPI type.
• If the Percentage tracked is chosen to monitor progress, only the Happiness Rate can be calculated.
• The resolution time and response time can be measured if the KPI type is time based, however, happiness rating can be measured for all KPI types. If days are chosen, the count will be displayed in days; if hours are chosen, the count will be shown in hours.

On the Connect to Zoho Desk tab, Choose your Connection Name, Department, KPI List, and the required Date Range. After choosing you will find the Current Value.
Then, click Add.

Note: In Zoho Desk, Tickets are indicated as Cases. You can also set the current value as the start value by clicking the Set as start value checkbox.

Once the Key Result is successfully created, click on the Check-in button and complete the Check-in to update the status value in the key result.

Finally, you can Update it to make progress to your key result.