Imagine you're a support tech balancing several tickets in Zendesk. One pops up about a tricky hardware issue—the kind where a simple reboot just won’t cut it.
Wouldn’t it be easier if you could actually see what the customer is seeing? With the Zoho Lens integration for Zendesk, now you can.
Bringing visual support to your help desk
This powerful integration connects Zendesk’s ticketing system with Zoho Lens’s AR-powered remote assistance, letting support teams launch live visual sessions directly from a ticket—no need to switch windows or lose track of context.
How it works?
1. Start or schedule a session
Right inside a Zendesk ticket, click the Zoho Lens widget to start a live session or set one up for a time that works for the customer.
2. Connect instantly
The customer gets an invite and joins using their smartphone camera or compatible smart glasses.
3. Assist with live visuals
Support staff can see the issue firsthand, annotate in AR, and guide customers step-by-step in real time.
4. Wrap up with everything logged
Once the issue is handled, the session details automatically link to the ticket—keeping everything documented and easy to follow.
Why this integration matters
1. Fix issues faster and more accurately
Live visuals help reduce miscommunication and improve first-contact resolutions—especially for hands-on, technical problems.
2. Stay in one place
Handle tickets and remote sessions without leaving Zendesk, streamlining your workflow and saving time.
3. Keep a clear record
Session recordings and summaries are saved to the ticket, helping with internal reviews, training, or future troubleshooting.
4. Built for complex industries
Ideal for teams in fields like manufacturing, telecom, logistics, and field services—where seeing the physical environment can make all the difference.
Get started in a few steps
1. Log into your Zendesk account
2. Go to Settings > Apps > Find New App
3. Search for Zoho Lens AR Remote Assistance
4.Click Install and enter your Zoho Lens domain
Once installed, Zoho Lens appears in every Zendesk ticket
Support doesn’t have to be a guessing game. With Zoho Lens built into Zendesk, your team gets the visual tools they need to diagnose and solve issues—right from the help desk. The next time a customer says, "It’s broken," you’ll be ready to see the problem, guide the fix, and close the ticket faster and smarter.
For more details visit pfc-group.com.