Connect your provider’s helpdesk
Enable Zoho Desk in provider settings and supply the required connection details and authorization credentials. The provider uses one enabled helpdesk integration at a time. Zoho Desk is the supported helpdesk today.
Zoho Desk integration
Keep support close to the question.
Bring your existing Zoho Desk conversations into the client portal. Clients can review their organization’s tickets, create requests and reply without leaving GuardLume.
Zoho Desk integration in practice
Map the client organization, not each login
Connect each GuardLume client to its corresponding account in Zoho Desk. An account represents the client organization; it is not an individual user login. Multiple members of that GuardLume client can therefore work with the same organization’s tickets.
Include conversations that started elsewhere
Tickets assigned to the mapped account can be shown even if they were created directly in Zoho Desk. Tickets without an account assignment need to be assigned in Zoho first. Each mapped account can belong to only one GuardLume client.
Let clients create and reply
Client administrators and client users can see and manage the organization’s tickets. This is shared organizational access, so the mapping should include only tickets intended for that client organization. Zoho Desk remains the connected helpdesk system.
Capture the context from Okta
A question about an enrollment chart can become a ticket with the section title and relevant context already filled in. The client adds their question before submitting, helping your team understand what prompted the request.
Good questions
A little more clarity.
Do clients see only their own tickets?
No. The integration is designed for shared client-organization access. Both client administrators and client users can see tickets assigned to their organization’s connected Zoho Desk account.
Can I enable Freshdesk too?
Freshdesk is not currently supported. The integration design allows additional helpdesks to be added later, with one enabled helpdesk per provider.
Keep exploring
The rest of the picture.
Your next client experience
Make your services easier to understand.
Give clients a shared place to review the information and work with your team.