Vonage for Zoho Desk

Vonage for Zoho Desk

The Vonage extension for Zoho Desk enables support agents to send SMS messages to their clients directly from within the Zoho Desk. Using this extension, the support agents can utilize SMS communication as a channel to monitor activities associated with their business processes. Also, they can forget about the open rates of their tickets and maintain a more personal point of contact with their clients.

Installing the extension

You can install the Vonage 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 'Vonage' in the search bar on the right.
  5. Select the Vonage 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, then click Accept to authorize your Vonage account.
  9. Click Authorize, then click Accept to authorize your Zoho OAuth service.
  10. Under Configuration, provide the APIKey and APISecret available in the Vonage Dashboard.



  11. Under Preference, select your department and click Save.



Upon successful installation, the webtab Vonage will be created and your account dashboard will be displayed in the webtab. The dashboard will have your Account Information, Purchased Numbers, and the latest five SMS sent and received.


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 Vonage Send SMS.
  3. The Vonage Send SMS widget will be displayed in the right tab of the ticket detail page.

Sending messages

With the Vonage extension for Zoho Desk, you can send messages to your customers from inside Zoho Desk.

To send messages:
  1. Go to the Tickets module.
  2. Click on the ticket you want to send the message for.
    The customer details will be auto-fetched from the ticket.



  3. Select the number From which you want to send the message.
  4. Enter the message to be sent.
  5. Click Send.
  6. You can view the history of messages in the Vonage History subtab.


Uninstalling 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 Vonage for Zoho Desk from the list of extensions.
  5. Click the More icon (  ) in the upper-right corner of the Vonage for Zoho Desk extension setup page.
  6. Select Uninstall Extension.
  7. Click Confirm.

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