The Microsoft Sentiment Analysis extension for Zoho Desk analyzes and scores the sentiment of each ticket, letting support agents know whether the customer is happy or sad, so they can deliver better value during the interaction. Sentiment scores can also be determined for agents' comments to help management assess the service they provide.

Installing the extension 

You can install the Microsoft Sentiment Analysis 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 Sentiment Analysis in the search bar on the right.

5. Select the Microsoft Sentiment Analysis 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.

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

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

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

10. Under Preferences, select your Subscription Name and Cognitive Service.

11. 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 Sentiment Analysis.
   The Sentiment Analysis widget will be displayed in the right tab of the ticket detail page.

Getting sentiment scores

Whenever you open a ticket in Zoho Desk, the Sentiment Analysis extension will start analyzing the content in the latest email of the thread. You can also analyze other mails in the mail thread and drafts.

To get sentiment scores of latest email:

1. Go to the Tickets module.

2. Open the desired ticket.
   Under Sentiment Analysis in the right panel, the content in the latest mail will be analysed and its overall sentiment will be displayed.

3. Click View More to get sentiment scores for every sentence in the email.

To get sentiment scores of other emails and drafts:

1. Go to the Tickets module.

2. Open the desired ticket.

3. Select the draft or the email you want to analyze in the thread.

4. Click the More icon (  ) in the top band.

5. Click Sentiment Analysis for Ticket Thread.

6. Under Sentiment Analysis in the right panel, the content in the draft or mail will be analyzed and its overall sentiment will be displayed.

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 Sentiment Analysis from the list of extensions.

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

6. Select Uninstall Extension.
   

7. Click Confirm.