ello Zoho Desk Team,

We hope you're doing well.

We’d like to submit a feature request regarding the “Send Cliq Notification” action available in Zoho Desk workflows — specifically in workflows triggered by Happiness Ratings, but also relevant to all workflows using this action.

🎯 Current Limitation

We were hoping to use the “Send Cliq Notification” action to send real-time alerts about customer feedback (Happiness Ratings) directly into a Zoho Cliq channel — however, we encountered two major limitations:

❗ Issue 1: No Option to Select Existing Cliq Channel

Currently, instead of simply selecting a channel from a dropdown (like Zoho Flow does), the process requires us to:

1. Create a custom bot in Zoho Cliq

2. Write and maintain custom code

3. Generate a Webhook URL

4. Manually insert that URL into the Desk workflow

This process is unnecessarily complex and cumbersome, especially for a simple use case like sending a message to a channel.

✅ Feature Suggestion:

Please allow users to select an existing Cliq channel or group directly from within the Desk workflow UI — similar to the integration experience in Zoho Flow.

This improvement would benefit any Zoho Desk workflow using the Send Cliq Notification action — not just those related to Happiness Ratings.

❗ Issue 2: No Variables for Feedback Content and rating in Happiness Rating Workflows

When configuring a workflow triggered by Happiness Ratings, we expected to be able to pass the actual feedback text and rating value into the Cliq message body.

Unfortunately, there are no variables available for either the rating or customer comments. This severely limits the usefulness of the message, since we’re only notified that "a rating was received" — without knowing what the customer said or how they rated us.

✅ Feature Suggestion:

Please expose the Happiness Rating value and feedback comment as usable variables in the message composer (e.g. ${Happiness.Rating} and ${Happiness.Feedback}) — similar to how ticket fields are exposed.

While we understand there is an API to retrieve this information, the goal is to have it natively available within the workflow itself — no external API calls should be required for this.

📌 Summary

These enhancements would:

• Greatly simplify sending real-time feedback alerts via Cliq

• Eliminate unnecessary technical work for non-developers

• Improve visibility into customer sentiment directly from Desk

Thank you for considering these improvements. We believe this would significantly enhance the usability and power of Zoho Desk + Cliq integrations.

Best regards,
Ram