Help

AI Reply Assistant for Zoho Desk · setup takes about ten minutes

1. Install

1. In Zoho Desk go to Setup → Marketplace → All Extensions, find AI Reply Assistant for Zoho Desk and click Install.
2. Choose the departments and profiles whose agents may use it (Select All is fine), then Install.
3. Open any ticket. The panel appears on the right under Marketplace.

Extensions need a Zoho Desk plan that supports them (Professional or Enterprise).

2. Connect Zoho

Each agent connects once, so replies and notes are posted as them.

1. In the panel, click Continue with Google or create an account with your email.
2. Settings opens. Under Zoho account click Connect and approve the access Zoho asks for.

The app reads tickets and posts replies only as the agent who connected. Nothing is read in the background unless you switch on automatic replies (step 7).

3. Add your AI key

The extension does not include AI usage. Each agent adds an API key from one provider; that provider bills you directly.

1. Under Model, pick Gemini (Google), OpenAI, Claude (Anthropic) or Groq.
2. Click the link next to the model to open the provider's key page, create a key, and paste it in.
3. Click Save. The key is checked against the provider before it is stored, and stored encrypted.

Free-tier keys have small daily limits. For a team, enable billing on the key.

4. Add your documents and pages

This is what the replies are written from. Add it once for the whole Zoho org.

1. Under Documents, upload PDFs or Word files: warranty terms, delivery policy, product guides, anything agents look up.
2. Paste the address of a web page (your help centre, policy or product pages) and click Add page. Pages are re-read regularly so replies stay current.

Start small: three or four documents cover most questions. You can add more any time.

5. Generate a reply

1. Open a ticket. Optionally click Summarise conversation for a three-line summary of a long thread.
2. Pick a tone (Short, Friendly, Formal, Ask for details) and, if useful, add a note such as "refund approved".
3. Click Generate reply. The reply appears with the documents it was written from listed underneath.
4. Edit it if needed, then Send reply, Add as note, or Edit in Desk to drop the draft into Desk's own reply box and send it from there.

6. How replies are written

Three screens, all shared across your Zoho org.

• Reply instructions: the rules every reply should follow (sign-off, what never to promise, how to address customers).
• Tones: your own buttons beside Short, Friendly and Formal, in the words your team already uses.
• Sending address: which of your help desk's addresses emailed replies come from. Leave it unset and Desk picks the one it would use anyway.

7. Automatic replies (optional)

Off by default. When on, every new ticket gets a reply generated in the background, even when nobody is online.

1. Under Auto-reply, choose Post a private comment (only agents see it) or Email the customer (sent with nobody reading it first). Click Save.
2. Copy the webhook address shown.
3. In Zoho Desk go to Setup → Developer Space → Webhooks → New Webhook, paste the address as the Callback URL, choose module Tickets with events Add and Incoming Threads, and save.

Start with private comments for a week and read them. Switch to emailing customers only when you trust what it writes. The Recent list under Auto-reply shows every action taken and why.

8. Remove your data or uninstall

• Reset my setup (Settings → Danger zone → Reset or erase) deletes your Zoho connection and API keys.
• Erase everything also deletes your org's documents, pages, reply instructions and tones.
• Delete my account deletes your sign-in itself, with your own documents, pages and keys.
• Uninstall from Setup → Marketplace → Installed Extensions. Uninstalling removes the app's access to your help desk.
• Email support@orovim.com to have any remaining data deleted.

Questions

The panel says "Unable to load your extension". Your Desk plan may not support extensions, or Developer Mode is on in this browser. Switch Developer Mode off (top bar) and reload.

Generate shows "Too many requests". Each agent can generate 60 replies or summaries an hour. Wait for the time shown.

The reply says it does not have the information. The answer is not in your documents or pages yet. Add the page or file that contains it.

"Zoho connection failed. Reconnect in settings". Under Zoho account, click Disconnect then Connect again.

"Wrong help desk". Your Zoho login belongs to more than one help desk, and the one you authorised is not the one this ticket is in. Under Zoho account, click Disconnect, then Connect, and on Zoho's screen choose the help desk you are working in. The screen names the one you are connected to, so you can see which is which.

Something else? support@orovim.com. We reply within one working day.