Ticketing Integration and Actions

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1. Why Integrate Ticketing?

• Automatically log customer issues during or after a call.
• Ensure no support requests are missed.
• Reduce manual ticket creation time for your support team.

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2. Set Up Zoho Desk Integration

1. Open Integration Settings
   • Go to Add Ticket Integration in your Inya dashboard.
   • Select Zoho as the operator and enter an integration name.
2. Get Zoho Credentials
   • Open the Zoho API Console.
   • Follow Zoho’s Self Client guide to create a Self Client.
3. Copy Client ID & Client Secret
   • In the Client Secret tab, locate your Client ID and Client Secret.
   • Paste both into the integration form in Inya.
4. Enter Account Server URL
   • Choose the correct Account Server URL based on your primary region from Zoho’s region list.
5. Generate Account SOID
   • Follow this Zoho guide to generate your Account SOID and paste it into Inya.
6. Specify Required Scopes
   • From Zoho Desk’s scope list, add the scopes needed for your ticket actions (e.g., ZohoDesk.tickets.CREATE).
7. Save
   • Click Save to finalize the integration.

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3. Create a Ticket Action

1. Navigate to Actions
   • Go to Manage Agents → Select Agent → Action Tab.
2. Create Action
   • Click + to open the Create Action card.
3. Fill in Details
   • Name: Use only letters, numbers, or underscores.
   • Description: Describe when the action should trigger.
     • Example: “Trigger this action when the user reports a technical issue.”
4. Select Integration
   • Choose your Zoho Desk integration.
5. Choose Trigger
   • Post-Call: Executes after the conversation ends.
     • If Post-Call is selected, you can:
       • Add Variables (sent to the API).
   • On-Call: Executes during the conversation.
     • If On-Call is selected, you can:
       • Write a message in the Speak During Action section.
       • Add Before API Call Variables (sent to the API).
       • Add After API Call Variables (received from the API).
6. Set Ticketing-Specific Fields

• Select Action: Choose the ticketing action type (e.g., CREATE for new tickets). (Contact us to add more actions)
• Department ID: Specify the Zoho Desk department for ticket creation.
• Contact ID: Associate the ticket with a customer profile. (Currently for testing; contact us to make it dynamic)
• Payload: Define the ticket in JSON format. The subject, description, and priority are mandatory:
  Copy

  {
  	"subject": "{{subject}}",
  	"description": "{{description}}",
  	"priority": "{{priority}}" 
  } 
  

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4. Test Your Ticket Action

1. Open Testing Mode
   • Go to Manage Agents → Select Agent → Test.
2. Start a Test Conversation
   • Speak or chat with your agent in the test interface.
3. Trigger the Action
   • Use the same instructions or keywords from your Action’s Description to activate it.
4. Verify in Zoho Desk
   • Check Zoho Desk to confirm that a ticket is created with the correct subject, description, and priority.
5. Check Action Logs
   • In Inya, click More Options (⋮) on the Action card → View Logs.
   • Review logs for execution details and any errors.