Hi Zoho Desk Team,

I hope you're doing well.

We would like to request the addition of a StatusIQ tab within Zoho Desk, allowing support agents to seamlessly view and, with the appropriate permissions, manage incidents in Zoho StatusIQ directly from Desk.

Why is this important?

When handling customer support inquiries, agents often need to check for ongoing system incidents or scheduled maintenance that might be affecting users. Currently, this requires switching between Zoho Desk and StatusIQ, which is inefficient and disrupts workflow.

Proposed Solution:

1. Dedicated StatusIQ Tab – A new tab inside Zoho Desk that displays real-time StatusIQ incidents and service status.
2. Permissions-Based Access –
   • Agents can view ongoing incidents to quickly respond to customer inquiries.
   • Admins and authorized users can create, update, or resolve incidents directly from Desk.
3. Incident Association with Tickets – Option to link specific customer tickets to an existing StatusIQ incident for better tracking and reporting.
4. Automated Updates – If a new system-wide issue is detected in StatusIQ, it should notify agents inside Desk, reducing redundant support requests.

Benefits:

• Faster response times – Agents can quickly check system status without leaving Zoho Desk.
• Improved communication – Customers receive more accurate and timely updates about ongoing issues.
• Reduced support workload – Fewer duplicate tickets when widespread issues are already acknowledged in StatusIQ.
• Seamless integration – Makes Zoho Desk a central hub for both customer inquiries and system status management.

Since StatusIQ is already a Zoho product, integrating it more closely with Zoho Desk would create a powerful and unified support solution.

We appreciate your consideration and look forward to your response.

Best regards,
Ram