Zoho Desk Manager

Advanced Zoho Desk integration for WordPress with AI-powered draft responses, customer history tracking, and comprehensive CLI tools.

Features

• Ticket Management: View, respond, and manage Zoho Desk tickets directly from WordPress
• AI-Powered Drafts: Generate intelligent draft responses with customer context
• Customer History: Pull complete customer ticket history for context-aware support
• Template System: Custom Post Type based template management with auto-tagging
• Marketing Detection: Auto-detect and route marketing inquiries
• Batch Processing: Process multiple tickets at once
• Advanced Analytics: Track ticket stats and customer patterns
• WP-CLI Integration: Comprehensive command-line tools for automation

Quick Start

Installation

1. Upload to /wp-content/plugins/zoho-desk-manager/
2. Activate plugin
3. Configure at Zoho Desk → Settings
4. Add OAuth credentials from Zoho API Console

WP-CLI Commands

Main Commands

# Show all available commands
wp zdm

# Use alias for shorter commands
wp zd <command>

1. Draft Generation

Generate AI-powered draft responses with full conversation context (included by default):

# Generate draft for a ticket (reads full conversation by default)
wp zdm draft <ticket_id>

# With options
wp zdm draft 123456 --tone=friendly --auto-tag

# Skip conversation threads for simple tickets
wp zdm draft 123456 --skip-threads

# Available tones: professional (default), friendly, empathetic

2. Batch Draft Processing

Process multiple tickets at once:

# Generate drafts for all open tickets
wp zdm batch-draft --status=Open

# Process high priority tickets with auto-tagging
wp zdm batch-draft --priority=High --auto-tag

# Process limited tickets with friendly tone
wp zdm batch-draft --limit=5 --tone=friendly

# Skip tickets that already have drafts
wp zdm batch-draft --skip-existing

# Dry run to preview what would be processed
wp zdm batch-draft --status=Open --dry-run

3. Customer History

Get complete customer context and ticket history:

# Look up customer by email
wp zdm customer john@example.com

# Look up customer from ticket ID
wp zdm customer 123456

# Get detailed history with behavior patterns
wp zdm customer john@example.com --format=detailed --show-patterns

# Export customer data as JSON
wp zdm customer john@example.com --format=json > customer-data.json

# Include closed tickets
wp zdm customer john@example.com --include-closed

4. Ticket Management

# List tickets with filters
wp zdm ticket list --status=Open --limit=20
wp zdm ticket list --priority=High --format=table

# Show ticket details with conversation
wp zdm ticket show 123456

# Update ticket status
wp zdm ticket update 123456 --status=Closed

# Manage ticket tags
wp zdm ticket tags add 123456 billing urgent
wp zdm ticket tags remove 123456 resolved
wp zdm ticket tags list

5. Template Management

Manage response templates:

# List all templates
wp zdm template list
wp zdm template list --category=billing --format=table

# Show specific template
wp zdm template show greeting

# Process template with ticket data
wp zdm template process greeting 123456

# Auto-tag all templates based on content
wp zdm template retag

6. Intelligent Analysis

Analyze tickets and apply smart tags:

# Comprehensive ticket analysis
wp zdm analyze 123456

# Auto-apply suggested tags
wp zdm analyze 123456 --auto-apply

# Include conversation context
wp zdm analyze 123456 --include-threads

# Use specific template for analysis
wp zdm analyze 123456 --template=password_reset

# Dry run to see what would be tagged
wp zdm analyze 123456 --dry-run

7. Statistics & Monitoring

# Get statistics for different periods
wp zdm stats --period=today
wp zdm stats --period=week --format=json
wp zdm stats --period=month --detailed

# Monitor tickets in real-time
wp zdm monitor --interval=30 --status=Open
wp zdm monitor --priority=High --alerts --auto-tag

Key Features Explained

Marketing Inquiry Detection

The system automatically detects marketing/collaboration requests and:

• Generates appropriate responses directing to shashank@wbcomdesigns.com
• Flags tickets for closure
• Prevents wasting support time on non-support inquiries

Customer Context Awareness

When generating drafts, the system:

• Loads customer's complete ticket history
• Detects if they're new or returning customers
• Identifies repeat issues
• Customizes responses based on their history

Template Auto-Tagging

Templates are automatically tagged based on:

• Content analysis (keywords, patterns)
• Sentiment detection
• Common issue types
• 27+ predefined categories

Command Options Reference

Common Options

• --format: Output format (table, json, csv, yaml, ids, count)
• --limit: Number of results to return
• --status: Filter by status (Open, Closed, On Hold, Escalated)
• --priority: Filter by priority (Low, Normal, High, Urgent)

Draft Options

• --tone: Response tone (professional, friendly, empathetic)
• --template: Use specific template
• --auto-tag: Automatically tag tickets
• --skip-threads: Don't include conversation history
• --ai-provider: Specify AI provider (claude, openai, gemini)

Analysis Options

• --include-threads: Include full conversation
• --auto-apply: Apply suggested tags automatically
• --dry-run: Preview without making changes

Best Practices

1. Always Review Drafts: AI-generated drafts are suggestions - always review before sending
2. Use Customer History: Check customer context before responding to understand their journey
3. Batch Processing: Use batch-draft for efficient ticket handling during busy periods
4. Template Management: Keep templates updated and properly tagged for better suggestions
5. Marketing Filtering: Let the system auto-detect and route marketing inquiries

Configuration

Required Settings

1. Zoho OAuth Setup:

   • Client ID and Secret from Zoho API Console
   • Authorized redirect URI: your-site.com/wp-admin/admin.php?page=zoho-desk-settings

2. AI Configuration (Optional):

   • Add API keys for Claude, OpenAI, or Gemini
   • Or use Browser AI mode with existing subscriptions

3. Template Configuration:

   • Templates are managed as Custom Post Types
   • Access via Zoho Desk → Templates in admin

Troubleshooting

Common Issues

No tickets found for customer:

• The system searches up to 200 tickets
• Very old tickets might not be found
• Try using the search command for extended lookups

Draft generation fails:

• Check if AI API keys are configured
• System will use fallback templates if AI is unavailable
• Ensure conversation threads are being loaded (default behavior)

Templates not showing:

• Run wp zdm template retag to rebuild template tags
• Check template CPT registration

Support

• Documentation: /docs folder
• Marketing Inquiries: shashank@wbcomdesigns.com
• Technical Support: support@wbcomdesigns.com
• Website: https://wbcomdesigns.com

Changelog

Version 2.0.0

• Added customer history tracking
• Implemented batch draft processing
• Added template CPT system with auto-tagging
• Marketing inquiry auto-detection
• Conversation threads included by default in drafts
• Comprehensive CLI command structure
• Pattern analysis for customer behavior

Version 1.0.0

• Initial release
• Basic ticket management
• AI response generation

License

GPL v2 or later

Version: 2.0.0 | Author: WBComDesigns | Maintained by: Varun Dubey