Hello Zoho Voice Team,
Greetings.
We would like to submit a feature request to consolidate all Zoho Voice ↔ Zoho Desk integration settings into a single management interface.
Current Situation:
Today, administrators must configure the Zoho Voice ↔ Zoho Desk integration across multiple products and settings pages.
Zoho One → Directory → Marketplace → Zoho Telephony → Zoho Voice → Preferences
This area contains settings such as:
* Create new tickets for missed calls
* Default department for missed call tickets
* Automatically save call recordings in call activities
* Automatically save call recordings in tickets
* Add call recordings as private comments or other attachment types
Zoho Voice → App Integration → Zoho Desk
This area contains settings such as:
* Post call logs to Zoho Desk
* Create tickets for inbound calls, missed calls, or all calls
* Department mapping by phone number
Challenges Created by the Current Design:
Having related integration settings spread across multiple locations creates significant administrative complexity.
Administrators currently have no single location where they can:
* Review the complete Zoho Voice ↔ Zoho Desk integration configuration
* Understand how tickets are being created
* Verify how recordings are being attached
* Understand how departments are being assigned
* Troubleshoot unexpected ticket-routing behavior
As organizations grow and multiple administrators become involved, this fragmentation increases the risk of:
* Misconfiguration
* Conflicting settings
* Inconsistent behavior
* Difficult troubleshooting
* Longer onboarding time for new administrators
In many cases, administrators must remember which product contains which setting before they can even begin diagnosing an issue.
Requested Enhancement:
We would like Zoho to consolidate all Zoho Voice ↔ Zoho Desk integration settings into a single management interface.
Ideally, this interface would be located within Zoho Voice, since Zoho Voice is the system responsible for generating calls, recordings, voicemails, queues, and telephony events.
This unified configuration area should provide a complete view of:
* Ticket creation settings
* Call log synchronization settings
* Recording attachment settings
* Department routing rules
* Voicemail handling
* Future Voice ↔ Desk integration features
Additional Integration Limitations Worth Addressing:
While reviewing the integration architecture, we would also like Zoho to consider addressing several existing limitations that become particularly apparent because configuration is currently spread across multiple locations.
1. Department Routing Is Based Only on Phone Numbers
Currently, department assignment is tied to the called phone number.
This works well for organizations using separate phone numbers per department.
However, many organizations operate a single support number with an IVR that routes callers to different departments.
In these scenarios, all tickets are assigned to the same department regardless of the IVR path selected by the caller.
We would like the ability to route tickets based on the queue or IVR destination reached by the caller.
2. Inbound and Missed Call Ticket Creation Logic Is Fragmented
Current ticket creation options require administrators to make choices across multiple systems and settings.
There is no simple, centralized way to configure ticket creation behavior for all call scenarios.
We would like more flexible ticket creation rules that can handle inbound calls, missed calls, and other call outcomes simultaneously from a single configuration interface.
Business Benefits:
A unified integration management experience would:
* Simplify administration
* Reduce configuration errors
* Improve troubleshooting
* Shorten administrator onboarding time
* Improve visibility into integration behavior
* Reduce support requests related to integration configuration
* Create a more scalable architecture for future enhancements
Most importantly, administrators would finally have a single source of truth for understanding and managing how Zoho Voice and Zoho Desk work together.
Conclusion:
The Zoho Voice ↔ Zoho Desk integration is one of the most important integrations within the Zoho ecosystem for customer support teams.
As the integration continues to grow, maintaining settings across multiple products and configuration areas becomes increasingly difficult to manage.
Consolidating all integration settings into a single location would significantly improve usability, reduce confusion, and provide a stronger foundation for future enhancements.
Thank you for your consideration.
Kind regards,
Ram