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User Manual

Welcome to the Reward Rally Integration Guide. It is designed to walk you through the seamless integration of Reward Rally with Zoho Desk, enhancing your user experience through a gamified platform and collaboration.

1.1 Overview

Reward Rally is a dynamic platform that leverages gaming techniques to motivate user participation, engagement, and collaboration. By seamlessly integrating with Zoho Desk, it offers a unique approach to enhancing user engagement within your customer support processes.

1.2 Benefits of Integration

Seamless Collaboration:The integration facilitates a seamless collaboration environment, allowing users to interact and engage in a more dynamic and motivating way.

Increase Motivation: Game like elements will encourage goal-oriented behavior, keeping your team focused and motivated, resulting in increased productivity.

Customized Rewards: Tailor rewards to match your team's preferences and objectives, from points and leaderboards to instant in-app redemption.

User Engagement Enhancement: Strategically provide instant rewards to elevate user engagement, fostering both user acquisition and retention.

1.3 Prerequisites

1.3.1 Zoho Desk:

Before integrating any extensions or conducting setup activities in Zoho Desk, ensure that you have an active Zoho Desk account and possess administrative access for configuration. Confirm that you have completed the initial setup, including essential settings for your account, and that your account information is up-to-date. Meeting these prerequisites guarantees a smooth integration process and allows you to leverage the full functionalities of Zoho Desk for optimal performance and user engagement.

1.3.2 Reward Rally Account:

To register for an account on Reward Rally, Please reach out to us via phone call (+91 8925841838) or send an email to the specified email address contact@rewardrally.in Once you've contacted us, we will proceed to create an account for you to continue with the process.

1.3.2.1 Reward Rally Account:

Your organization name
Organisation Email address
Username
Phone number

We will generate a client ID and secret key for your organization to access the admin panel. The users you provide should be the individuals who will be accessing the admin panel for configuration purposes. We will create your an admin with the given phone number to access the Reward Rally account for your organization.

Please note that integration requires an active Reward Rally account, and you should have the necessary login credentials for your Reward Rally account.

1.3.3 Admin Access for Both Accounts:

To successfully configure the integration settings, you must have administrative access to both your Zoho Desk and Reward Rally Extension accounts. Admin access ensures you have the necessary permissions to modify settings and enable the seamless integration between the two platforms. Ensure you have the login credentials for both accounts and verify that your permissions include the ability to configure integrations and access relevant settings. By meeting these prerequisites, you'll be well-prepared to proceed with the integration process, ensuring a smooth and successful experience in combining the functionalities of Zoho Desk and Reward Rally.

1.4 Configuration in Reward Rally Admin Panel

Once you have met the prerequisites and ensured that your Zoho Desk account is ready for integration, proceed to configure essential settings within the Reward Rally admin panel to enable seamless interaction and gamify. Access the Reward Rally admin panel and navigate through the following key configurations

1.4.1 Log in to Admin Panel:

Access the Reward Rally admin panel to configure settings by logging in with your credentials.

1.4.2 Create New Project:

Within the admin panel, create a new project to define the overarching goals to gamify.

1.4.3 Create Application:

Inside the project, create a specific application to define the gamified objectives, ensuring a tailored and focused user experience. Save configurations to activate both the project and associated application for seamless Zoho Desk integration.

1.5 Configuration within Application

1.5.1 Game Action Configuration:

Define specific Game Actions within the application to outline interactions participants will be rewarded for, fostering desired behaviors and achievements in alignment with the gamified strategy.

1.5.2 Privilege Stage Configuration:

Configure Privilege Stages in the application settings to establish a structured progression system. Participants unlock privileges as they achieve milestones, enhancing the gamified experience. Adjusting privilege stages provides a sense of progression and accomplishment within the defined application.

1.5.3 Achievements & Leaderboard:

Seamlessly track your progress globally while customizing your gaming experience to fit your preferences and social circles, enhancing your enjoyment and sense of achievement.

1.5.4 Redemption Feature (Optional):

If users wish to integrate the redemption feature, contact our team for assistance. The redemption feature allows participants to redeem rewards, enhancing engagement and satisfaction.

1.5.5 Sending Client Credentials via Email:

Upon successful signup with Reward Rally, client credentials, including Client ID and Client Secret, will be securely and automatically emailed to the registered email address provided during the signup process. This ensures a seamless and confidential delivery of essential integration information directly to the client, facilitating a smooth transition to gamify the setup within the Zoho Desk environment.

1.6 Installing Reward Rally Extension from Zoho Marketplace

To integrate the Reward Rally Extension seamlessly into your Zoho Desk environment, visit the Zoho Marketplace and search for the "Reward Rally Extension for Zoho Desk." Initiate the installation process by clicking on the "Install" or "Get It Now" button and follow the on-screen instructions. Authorize any required access permissions and verify the successful installation within your Zoho Desk account, enabling the activation of enhanced gamified features to boost engagement and productivity in your customer support processes.

1.7 Setup Triggers for Game Actions in Zoho Desk

1.7.1 Introduction

Setting up triggers is a critical step in seamlessly integrating Reward Rally with Zoho Desk. This process automates the recognition of user actions and enhances the gamified experience for your support team. This documentation provides detailed instructions on configuring triggers using Zoho Desk Workflow Rules and Functions.

1.7.2 Define Use Cases

In Reward Rally, we categorize scenarios designed to gamify actions as "game actions". When a user performs an action triggering these game actions, it originates from Zoho Desk through predefined workflows and functions,

For instance, some examples of these use cases, termed as game actions, include:

1. Ticket Closing: "Initiated Ticket Closure"
2. Happiness Rating: "User satisfaction Rating Recorded"
3. Agent Response: "Agent Responded to Ticket"
4. Completion of Tasks: "Task Creation Success"
5. Email Thread: "Email Thread Response"
6. Updating Call Status: "Updated Ticket Call Status"

These game actions are initiated in Reward Rally when corresponding actions occur within Zoho Desk, enabling organizations to incentivize and reward desired behaviors effectively.

1.7.3 Setting Up Triggers

The setup of triggers is a crucial step in integrating Reward Rally with Zoho Desk to automate the recognition of user actions and enhance the gamification experience for your support team.This documentation provides step-by-step instructions on configuring triggers using Zoho Desk Workflow Rules and Functions.

Navigate to Zoho Desk Workflow Rules:

1. Access Zoho Desk Settings: Log in to your Zoho Desk account and go to the "Settings" section.
2. Navigate to Automation: In the Settings menu, select "Automation."
3. Access Workflow Rules: Choose "Workflow" under Automation.

Create a New Workflow Rule:

1. Initiate New Rule: Click on "Create Rule" to craft a workflow rule for triggering Game Actions.

Define Trigger Conditions:

1. Configure Conditions: Define trigger conditions based on the Game Actions you want to recognize.
2. Example Trigger: If the ticket status is "Closed" for the ticket closure Game Action.

Assign Actions for Game Actions:

1. Add Action: Specify what happens when trigger conditions are met.
2. Select Action Type:Choose the action type related to custom functions.
3. Specify Game Action Trigger: Configure the action to trigger the corresponding Game Action when a ticket is closed.

Save and Activate:

1. Save Configuration: Save the workflow rule configuration.
2. Activate Rule: Ensure the rule is activated to start executing when tickets are closed.

By following these steps, you establish an automated system within Zoho Desk that seamlessly integrates with Reward Rally, enhancing the gamified experience for your support team. Regularly review and adjust these workflow rules to align with evolving gamified goals, ensuring continuous engagement and motivation.

1.7.4 Create a Function for Game Action Trigger

To complement the triggers, create a function to handle the execution of specific Game Actions. Follow these steps:

Navigate to Developer Space:

1. Access Developer Space: Go to Zoho Desk Settings and click on "Developer Space."

2. Choose Functions: Select "Functions" to create a new function.

Create a Function:

1. Name the Function: Provide a name, such as "Automate Game Action Trigger."
2. Description: Optionally, add a description explaining the function's purpose.
3. Choose Category: Set the category as "Automation."
4. Choose Module: Select "Ticket" as the module.

Customize Function Code:

headers = Map();
headers.put("content-type", "application/x-www-form-urlencoded");
headers.put("api-key", "REPLACE_API_KEY");
userId = zoho.loginuserid;
userName = zoho.loginuser;
myMap = Map();
myMap.put("userId", userId);
myMap.put("userName", userName);
myMap.put("appId", "REPLACE_APPLICATION_ID");
myMap.put("clientId", "REPLACE__CLIENT_ID");
myMap.put("gameActionId", "REPLACE__GAMEACTION_ID");
response = invokeurl
[
  url: "TRIGGER_END_POINT"
  type :POST
  parameters:myMap
  headers:headers
];

1. Replace Needed Credentials: This task involves substituting essential values.

Save Function:

1. Save Configuration: Save the function configuration.

Use the Function:

1. Invoke the Function: Utilize this function to automate the triggering of Game Actions when specific conditions are met.