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Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

In this month's Ask the Experts, we would cover all the questions related to Zoho Desk's integrations with Zoho products and other third-party services. Zoho Desk offers direct integration with the following Zoho products:
  • CRM
  • Vault
  • BugTracker
  • Analytics
  • Assist
  • Cliq
  • Books
  • Invoice
  • Calendar 
  • SalesIQ
  • Social
And other third-party services:
  • Google Calendar
  • Slack
  • Jira
  • MailChimp
  • SurveyGizmo
  • WebPower
  • Salesforce
  • Trello
  • Microsoft Teams
  • Zapier
  • G Suite
  • Asana
  • GoTo Meeting
  • Google Translator
 
Apart from this, we will also be discussing integrations and extensions built via Zoho Desk's Marketplace.

Post your questions/ doubts/ suggestions on the topic and our experts will answer your questions, in real time, along with their suggestions and pro-tips on 28 March, 2019 from 5:30 - 11:30 AM PDT. 




Note: This is NOT a webinar. This event is a text-based discussion on the Zoho Desk community where our experts will field your questions for five hours straight. Start posting your questions as comments below. 

P.S.: Unable to view the comment box? Use the Sign in option above to view the comment section and start asking. 
 
Previous ATE Sessions:
  1. Ask the Experts 1: Setting up departments and multi-branding
  2. Ask the Experts 2: Advanced process automation
  3. Ask the Experts 3: Reports and Dashboards
  4. Ask the Experts 4: Agent Productivity


2 users find this useful.
17 Replies
  • 5 years ago

Are there plans to integrate Desk with Projects? Specifically, we really need the Time Log timer in Desk to integrate with the Timesheet in Projects.

Example... in Desk a ticket comes in... the Agent starts a timer and a dropdown box comes up that asks which Project and Task in Projects they would like to log time to... Agent selects a Project and Task, inputs notes, and starts the timer. Upon stopping the timer, the time gets logged to the selected Project and Task in Projects, along with the notes from the time entry.

We REALLY need that in our company. Any plans to implement?

  • 5 years ago

Thank you for raising your requirements here.

The Zoho Project integration is on our immediate road map. The following features are planned for this integration:

1. Create Zoho Projects tasks for tickets
2. View ticket threads from inside a task in Zoho Projects
3. Mapping Ticket with tasks from inside Zoho Projects.

We will check the feasibility of providing time entry sync between Zoho Desk and Zoho Projects during our next iteration.

Thanks & Regards,
Selva - Zoho Desk Team

  • 5 years ago

We would like to have the blueprint and SLA reports to be transferred to Zoho Analytics. I did create a ticket about this request but it was moved to the Zoho Analytics community. They did say that they don't have the blueprint reports on Analytics yet.

  • 5 years ago

Hi Deniz,

Hope you are doing well.

Blueprint is a rather newly introduced feature, we still are analysing the dependencies and the complication involved in the metrics which are to be shared between both products. We believe it would take time to scrutinize and advance, considering the number of priority tasks under our immediate road map.

I shall certainly have your requirement forwarded to our module experts who would further validate your concern in collaboration with the relevant teams.

We appreciate your ideas on the enhancement.

Hi

We are a very small company with six people and are looking at using Zoho. We only use one email between three of us for ease of keeping all emails up to date. When I try and setup another user using the same email as myself ZOHO will not allow to continue as it says the email has already been used.

Can you advise if there is a way in getting over this?

Adrian

  • 5 years ago

Hi Adrian,

We are unable to locate a Zoho Desk instance under your current contact information. Please share the registered email address or the name of your portal to support[at]zohodesk[dot]com to further look into this.

  • 5 years ago

Are there any examples of using Desk with Zapier --> canny.io to auto create a support ticket if someone posts feedback in a specific category. We currently have a defect / bug category in canny.io feedback and it would be great if it could auto create a support ticket if someone posts feedback in that category.

  • 5 years ago

Hi Carter,

Thank you for reaching out.

Ready to function implementation samples aren't available at the time. Sorry to disappoint. The steps which are expected to be followed are as follows,

  • Log into your Canny account
  • Under " What do you want to Automate today ? ", choose the associated product information
  • Select " New Post " under " When this happens... " And " Create a ticket " below" then do this! "
  • Use Zap -> Trigger column -> Connect an Account -> Api Key Implementation
  • Click on the (+) icon between action and trigger products -> Choose filter -> Select category criteria
  • Action column -> Create a ticket -> Connect an Account (Zoho Desk authorisation) -> Setup template 







Hope this helps. Keep us posted if have any other queries.

  • 5 years ago

Thank for the info on zoho - zapier and canny I will go give it a try.

I wish there was a way that if account had an active subscription in zoho subscriptions all the contacts were marked with the paid user crown.

  • 5 years ago

Yes, we certainly agree that this feature would be a real time saver. We will discuss this with the Zoho Subscription team and shall implement it based on the feasibility.

Thank you!

  • 5 years ago

I am switching my accounting to Zoho Books at the end of my fiscal year. The plan is for my customers to have projects with specific budgets in Zoho Books and use the time tracking.

It would be great to be able to link Desk tickets to a Books project and have the time tracking synced with the Books project.

Hi Mathieu,

It is on our road map. We will check the feasibility of providing the link between the Desk Tickets and Books projects and time entry sync also.

  • 5 years ago

Are there any plans to integrate Desk with Zoho's own wiki solution Zoho Wiki?
What we are looking for in such an integration is a better alternative to Desk's own built-in Help Center. Especially the navigation/start page browsing method used by Desk's Help Center is not a conventional one. I'm not much familiar with Zoho Wiki but I'm hoping that it has a better navigation system.

I did present my use case about the current navigation system on the Help Center and I was hoping that maybe integrating Zoho Wiki to Desk would provide us with a better navigational system.


If there aren't any plans for such an internal integration then maybe could you provide integration options with other CMS systems (Atlassian Confluence, Nuclino, Coda, Wordpress, Joomla, Drupal etc)?

  • 5 years ago

Hi again,

Sorry, this integration has not been under our road map. Your bright ideas will sure be brought to the discussion table, we shall check the viability and enact on the moving forward with internal integration or Third party based on the current user requirement and on receiving similar requests.

I wanted to use the knowledge base to store information on the customer's environment. Is there a way to restrict categories to accounts ? That way they can look up information that they may need from time to time, but is sensisitive and can not be made public.

This is a feature I really miss from my migration from zendesk.

  • 5 years ago

Hello Chris,


End user specific segmentation of articles are about to be introduced under the Knowledge base module. Our engineers are actively working on the feature and there wouldn't exist a chance for threat in security. (Display of data to public users)

This feature is expected to be pushed to live within the next couple of months or sooner. Regret to have you wait until then.