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Hello,

Is it possible to limit Contacts to a Department?

Thanks

6 users like this idea.
16 Replies
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Dear Kristof,


Thank you for contacting Zoho Desk. 

Unfortunately, it is not possible to limit contacts or accounts specific to a department. These records are available across all the departments in your portal. 

We do have future plans to include this however. 


Sincerely, 
Lawrence | Zoho Desk

  • 4 years ago

What's the status of this (3yrs later), because I currently (Oct 10, 2020) don't see a way to do this?

My clients and I are consistently finding that Zoho does a lot of advanced stuff well, but constantly misses the mark on the rudimentary, basic functionality and features users expect to be in a mail client (and other products). This is rather disappointing, as Zoho looked to be very promising.

  • 7 months ago

Hi Lawrence,

any updates?

It's really an important feature.

Regards,

Carsten

Hi

,

Regret to share you the negative statement but this feature is not implemented in real-time yet. I'll touch base with the team to fast-track its development. 

Regards,
Shivani | Zoho Desk

Hi,

Has any progress been made on this?

We support multiple brands and don't want agents having access to Contacts business wide.

Regards,
Andrew.

  • 4 years ago

Hello, there.

We already have commenced looking into the optimal ways to get this Department-specific Customers functionality deployed. We are working in liaison with different teams owing to the profound impact it would have on the product, hence the delay. We shall keep this thread updated around that functionality as and when we have more updates on this front.


Regards,
Ash | Zoho Desk

  • 3 years ago

Any update here? I want to sync contacts to a mail list in zoho campaing. But I only want to sync contacts related to a specific department.

  • 3 years ago

No real updates at this time, Stefan. Contacts and Accounts are not department-specific yet.


Regards,
Ash | Zoho Desk

Personally I DO NOT want contacts per department. I just want the contacts to reflect the CRM data. I do not understand why, when creating a ticket in some departments and, attempting to use the information from an existing DESK contact, that contact does not appear or, can't be used because "It already exists," which makes even less sense.

I cannot just look at ALL the contacts in the desk. I cannot search people by name in the contacts area... that only appears to want to show me specific "contact lists." Some how I can have 2 identical contacts in one account but, I cannot merge them. One is linked to the CRM, while the other is not. Yet the tickets for both contacts show in the ONE CRM contact... I just can't see all the tickets from Desk.

Your tutorial on merging desk contacts does not work. I probably need a one on one but, figured I would air this here, since it is somewhat related...

Hello Pamela,

I'd suggest you drop an email to support@zohodesk.com, we shall connect over a screen sharing session and scrutinise this further.

Regards,
Ajith | Zoho Desk

Are there more updates available now? I need the possibility to filter contacts in departments, too! 

Hi
,

Thanks for your interest in this feature! While it's not currently in our immediate plans, we'll be sure to share any relevant announcements here if things change down the line.
 
Regards,
Shivani | Zoho Desk

Hi, has there been any update regarding this issue?

No solid timelines yet,

. I’ll connect with my product team and update this post with any further news.

Regards,
Shivani | Zoho Desk


  • 11 days ago

+1 I would also find this very useful when setting up multi-branded departments for customers. Often, end users should only be served by a specific department and if they are invited to the wrong one by mistake it's not easy for an agent to fix without involving an admin. There should be a way to link an account or a customer to a department (lookup field - single or multi select to Department) to ensure that the end-user is invited to the correct help center.

Appreciate the upvotes and for sharing how this would be valuable for your business! I’ll make sure to pass this along to our product experts.

Regards,
Shivani | Zoho Desk

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