Imagine you're a support technician juggling multiple customer tickets in Zendesk. One of them involves a hardware issue that sounds…complicated. The kind of issue where “try turning it off and on again” just won’t cut it.
Wouldn't it be great to see exactly what the customer sees? With the Zoho Lens and Zendesk integration, this is now a reality.
Bringing visual clarity to support tickets
This integration brings together Zendesk’s robust ticketing platform with Zoho Lens’s AR-powered remote assistance, allowing technicians to launch real-time visual support sessions from inside a support ticket—without switching tabs or losing context.
How it works
Launch or schedule a session: From any Zendesk ticket, click on the Zoho Lens widget to initiate a live session or schedule one based on customer availability.
Connect with the customer: The customer receives an invite and joins via their smartphone camera or AR-enabled smart glasses.
Provide visual assistance: Through Zoho Lens, the technician views the customer’s environment in real time, adds AR annotations, and offers guided instructions.
Close with confidence: Once the issue is resolved, the session is automatically tied to the ticket, making it easier to track actions and resolutions.
Benefits of this integration
Improved first-time fix rates: Seeing the issue live helps technicians resolve problems right the first time—especially when dealing with complex hardware or physical setups.
All-in-one support workflow: Manage support tickets and conduct remote sessions all within Zendesk, reducing the need to switch between applications.
Session recordings and summaries: Session recordings and summaries are automatically saved with the ticket, making it easy to review solutions, share knowledge, or revisit cases later.
Scalable support: Ideal for industries like manufacturing, logistics, telecom, and field services, where physical context is critical to solving problems.
Getting started
Log into your Zendesk account.
Head to Settings > Apps > Find New App.
Search for Zoho Lens AR Remote Assistance.
Click Install and enter your Zoho Lens domain to complete the setup.
Once installed, Zoho Lens will be available directly from the Zendesk ticket interface.
Need a full walkthrough? Check out this guide.
Support tickets don’t have to mean endless back-and-forth and guesswork. With Zoho Lens and Zendesk working together, your team can actually see what the customer is dealing with—right from the ticket. It’s faster, easier, and way more effective. So the next time a customer says, “It’s not working,” you’ll have the tools to jump in, take a look, and fix it—without leaving your help desk.
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