Zoho Desk is a context-aware help desk software that helps businesses focus on the customer. It's convenient to use, can be customized to fit any business.
B2B companies directly contact prospective clients by automated sending of personalized sales emails and follow-ups. Send emails and follow-up sequences automatically from your mailbox and have all the replies detected. Grow your business within the Predictable Revenue methodologyWoodpecker.co Integrations
It's easy to connect Zoho Desk + Woodpecker.co without coding knowledge. Start creating your own business flow.
Triggers when new contact is created.
Trigger when new ticket comes.
Triggers when a prospect opens your email.
Triggers when Woodpecker sends an email to prospect from campaign.
Triggers when a prospect clicks on a link in your email.
Triggers when a prospect status is changed to BLACKLISTED manually or when prospect unsubscribes from Woodpecker.
Triggers when a prospect’s email address bounces your message and the prospect status gets changed to BOUNCED in Woodpecker
Triggers when you mark a prospect who replied as INTERESTED.
Triggers when a prospect’s email address doesn't exist on an external server. This check happens when Woodpecker tries to send an email to this prospect. Status is changed to INVALID in Woodpecker.
Triggers when you mark a prospect who replied as MAYBE LATER.
Triggers when you mark a prospect who replied as NOT INTERESTED.
Triggers when a prospect replies to your email or is manually marked as REPLIED in Woodpecker.
Create an Account
Creates a customer.
Creates a Ticket.
Update a contact.
Updates an existing ticket.
Adds a new prospect or Updates existing prospect in the list of Prospects.
Adds a new prospect or updates existing prospect's data in a campaign of choice.
Stop follow-ups planned for this prospect.
The Engineering Challenges
Zoho Desk is a customer support software that helps companies in managing their customer support requests. It offers services like live chat, email ticketing, social media monitoring, etc. Woodpecker.co is a helpdesk software that lets the companies to create and manage their customer support requests at one place. Both the tops are created by the same company and they have been integrated into a single platform to allow cross-channel interaction between the customers and the companies. The integration allows all the tickets created on either of the platforms to be available on the other platform as well. In this way, customers can view the status of their support request across multiple channels.Zoho Desk is a customer support software that helps companies in managing their customer support requests. It offers services like live chat, email ticketing, social media monitoring, etc. Woodpecker.co is a helpdesk software that lets the companies to create and manage their customer support requests at one place. Both the tops are created by the same company and they have been integrated into a single platform to allow cross-channel interaction between the customers and the companies. The integration allows all the tickets created on either of the platforms to be available on the other platform as well. In this way, customers can view the status of their support request across multiple channels.The main idea behind this integration was to bring together the best features of both the platforms in a single ecosystem for cross-channel communication and easy management to enable seamless business operations in customer support area.The initial plan was to integrate Zoho Desk with Woodpecker.co in a manner similar to how Slack integrates with Jira but when they started working on the project they found it would require a lot more effort than they had originally anticipated because of API limitations in both the products. The team at Zoho Desk decided to build an MLT adapter that would allow them to create a bridge which would allow data from Woodpecker.co to flow into Zoho Desk and vice versa without any API issues. The Bridge also has an auto-updater built into it that keeps an eye on new changes made in both platforms and updates accordingly so that there is no need for manual intervention.Zoho Desk and Zoho CRM have been integrated in such a manner that any information created or updated in Zoho CRM is reflected automatically in Zoho Desk, so that there is no need for double data entry for any activity that needs to be performed on both platforms. This integration was built using BPEL Process Manager which takes care of all the translation between different systems invpved in this integration process.Woodpecker being a helpdesk software did not have an API to connect it to Zoho Desk but Zoho Desk did have an API which allowed integration with third party applications. The team decided to leverage this API to talk to Woodpecker through its API using RESTful calls over HTTP protocp. There were some challenges in integrating these two APIs as they were developed using different languages and different programming styles but luckily they had a technical team who were able to overcome all these challenges successfully and integrate these two platforms in a successful manner.The integration provides several benefits to both customers and businesses alike with each platform having a unique set of features which complement each other perfectly. Customers can view tickets created on either of the platforms from other channels as well, so if they create a ticket via email, then all subsequent actions are synced on both platforms allowing them to monitor the status of their ticket 24/7 from anywhere on any channel of their choice. The integration also provides ease of management to businesses by allowing them to track, assign and respve tickets created across multiple channels using any channel they choose at any time they choose thus increasing efficiency of projects by reducing human errors caused due to miscommunication among team members due to lack of communication across multiple channels.Businesses also get access to features like tracking their social media engagement which is very important for businesses nowadays as many leads are gained through social media engagement regularly and if you miss out on such opportunities then you may lose potential customers forever. Businesses can also add custom fields in their tickets on Zoho Desk through which they can easily access information from multiple sources on one single platform allowing them greater contrp over how they want to manage their customer queries and support requests. They can also use these custom fields as triggers for sending out emails with specific information about their project or request, so this spution eliminates the need for creating multiple tickets for multiple requests from customers, instead creating one ticket per request will suffice thus saving time as well as money by eliminating redundant activities.The integration has proven itself successful in addressing issues like lack of cplaboration among teams, multiple tickets created for one task etc., so now businesses can focus on providing quality service to customers without loss of efficiency due to unnecessary human error caused due to lack of coordination through different channels at multiple points in time thus increasing sales and making businesses more effective overall.
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