For each contact in Casengo you can add a Zoho link. This will allow you to perform a search in Zoho directly from Casengo, so you can quickly retrieve all the information about that contact whilst answering support questions.

To achieve this, you must add a Custom URL to your contact panel, which is the part on the left when you open a case (the one that by default contains your contact’s name, email address, phone number, company - and a possibility to add a note).

How to add a Zoho link:
1. Go to the Admin Settings and click on Contact Panel in the General tab.
2. Hit the blue Add Custom URL button.
3. Click on the Zoho logo. The name, text field for the link, and a Zoho URL will magically appear.
4. Click Save and you’re done.

The field is now added to the contact list at your Casengo customers. To check this, go to the Agent App and open a case. You will see the newly added links in the contact panel. If you click on it, you’ll see the search results in Zoho. Please note that you must have completed the contact’s name and logged in to Zoho to use the link.

Do you want Zoho to search for something else?

You can of course search much more. Here are some examples to modify the Custom URL:
- Searching in Zoho on email address: https://crm.zoho.com/crm/GlobalSearch1.do?sModules=Leads%2CAccounts%2CContacts&searchword=
- Searching in Zoho by company name: https://crm.zoho.com/crm/GlobalSearch1.do?sModules=Leads%2CAccounts%2CContacts&searchword=
- Searching in Zoho by telephone number: https://crm.zoho.com/crm/GlobalSearch1.do?sModules=Leads%2CAccounts%2CContacts&searchword=

Do you want to use a placeholder other than the default placeholders , , and ? Just add your own input field and add this to your Custom URL. An example: add a field company address. With this placeholder you can search the address by the click of a button in Zoho.

Did you know you can set up your own FAQ?