Microsoft QnA Maker for Zoho Desk

Microsoft QnA Maker for Zoho Desk

The Microsoft QnA Maker extension for Zoho Desk lets you access AI bots in Zoho Desk that can answer your queries. Any bots created in your Microsoft cognitive services can be linked with Zoho Desk with an API call.

Installing the extension

You can install the Microsoft QnA Maker extension either from the Zoho Marketplace or from your Zoho Desk account.

 

To install from Zoho Desk:

  1. Log in to your Zoho Desk account with Administrator privileges.

  2. Click the Setup icon (  ) in the top bar.

  3. Under Marketplace, click All.

  4. Search for Microsoft QnA Maker in the search bar on the right.

  5. Select the Microsoft QnA Maker for Zoho Desk extension, then click Install.

  6. Under General Settings, select the department and profiles whose agents can access the extension in Zoho Desk.

  1. Agree to the Terms of Use, then click Install.

  2. Click Authorize and select the portal in which you want to install the extension.

  1. Click Authorize in the pop-up and authorize with a Microsoft account having a Global Admin role.

  2. Under Preference, select your Subscription Name, Resource Group, and Bot Service.

  3. Click Save.

 

Upon successful installation, the extension can be accessed from the right tab of the ticket detail page.

Accessing the extension

The extension can be accessed from the right tab of the ticket detail page. To access the extension, open a ticket from your portal.

  1. Click the Extensions icon () on the right side of the ticket detail page.
    All extensions installed in this location will be listed.

  2. Select QnA Maker.
    The QnA Maker widget will be displayed in the right tab of the ticket detail page.

Getting answers in bot

Whenever you open a ticket in Zoho Desk, the QnA Maker extension will start in the right panel. The answers for any queries related to the ticket can be searched here.

 

To get answers:

  1. Go to the Tickets module.

  2. Open a ticket.

  3. Under QnA Maker in the right panel, the bot will open with the predefined message.

  4. In Type your message, enter your queries.
    The bot will fetch you the appropriate answers.

 

Uninstalling the extension

To uninstall the extension:

  1. Click the Setup icon (  ) in the top bar.

  2. In the Setup Landing page, click All under Marketplace.

  3. In the Marketplace page, click Installed Extensions.

  4. Choose Microsoft QnA Maker from the list of extensions.

  5. Click the More icon (  ) in the upper-right corner of the Microsoft QnA Maker extension setup page.

  6. Select Uninstall Extension.

  7. ​Click Confirm.

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