Move a chat to a call when typing stops helping, and keep the history in one thread.
Get more done with Tidio and Zoho Desk integration
Run Tidio chat alongside Zoho Desk tickets without either team losing the history.
No credit card required
Contact sales
Integration availability depends on your Tidio plan.
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Category
Customer Service
Integration availability depends on your Tidio plan.
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Use cases
What you can do with Tidio and Zoho Desk
Escalate a chat that needs a ticket
When a problem outlasts the conversation, the chat creates a Zoho Desk ticket with the transcript, so the queue picks it up with the whole story.
Answer follow up chats properly
Somebody chats about a ticket from yesterday. The Zoho Desk status and last reply show in Tidio, so the agent does not start from nothing.
Split the channels deliberately
Quick questions stay in chat and anything with an SLA becomes a Zoho Desk ticket, which keeps reporting honest in both tools.
See both queues as one workload
Tagged chats and Zoho Desk tickets can be counted together, so staffing looks at everything customers sent, not one channel.
Overview
Zoho Desk handles email tickets and SLAs, and Tidio handles the live conversation on your site. Teams run both, because chat and tickets suit different problems. Connect them with Zapier, Make or the Tidio API and a chat can become a Zoho Desk ticket with the transcript, while ticket status comes back into the conversation. The customer never has to explain it twice.
Key features
- Chats become tickets A Tidio conversation opens a Zoho Desk ticket with context.
- Ticket status in the chat Agents see the Zoho Desk stage and assignee.
- One customer history Both tools point at the same contact record.
- Handover without repeats The transcript travels with the Zoho Desk ticket.
Zoho Desk
Customer Service
Tags
Ticketing
Omnichannel Inbox
How it works
Connect Zoho Desk in minutes
1
Connect Zoho Desk and Tidio with Zapier or the Tidio API
The Zoho Desk API covers tickets, contacts and threads. Authorize both sides in your automation tool, or run the calls from a service you host.
2
Decide what escalates
Not every chat is a ticket. Escalate when the work continues past the conversation, and keep the rest in chat where it is cheaper to answer.
3
Match the contact once
Use the email address to find the Zoho Desk contact, so chats and tickets attach to one person rather than creating a second record.
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Frequently asked questions
Common questions about the Zoho Desk integration
Do we need both tools?
Plenty of teams do. Zoho Desk is built around tickets, queues and SLAs, and chat is built around answering somebody who is on the site now. The connection stops that split costing the customer anything.
Which system is the record of truth?
Pick one per conversation. Anything with an SLA lives in Zoho Desk, and short chats stay in chat. Mirroring everything both ways creates two half stories rather than one.
Can a Zoho Desk reply appear in the chat?
The last public reply can be pushed into the conversation as a note, which helps when a customer chats to chase a ticket. Keep internal notes out of it.
Is the Zoho Desk integration available on my plan?
Availability depends on the Tidio plan you are on. Compare plans to see which plan covers the Zoho Desk integration.