Desk - Finance Integration: Line Items and Default to Contact vs. Ticket
I'm using the Inventory and Books integrations with Zoho Desk, and these are very useful.
There are a few things that could make this even better, though.
My company manufactures durable goods and sells via e-commerce. Our support runs through Desk. We get primarily email and phone calls, though we're working with other channels occasionally, too.
Here are the things I've run across thus far:
Default to "for tickets" vs. "for contacts"
Most of the time, when we click into the Inventory integration, it's to figure out what the customer has purchased. Our support answers depend on what product a customer has. When the Inventory integration is clicked, it defaults to the "for tickets" rather than the "for contacts" setting.
I can say for sure that in my use case we always want this to be "for contacts", as we need to know what that contact has purchased. The "for tickets" is confusing, because sales orders and invoices for other customers seem to show up there. To be honest, I struggle to understand the use case for the "for tickets" setting. I think you guys should make the "for contacts" setting the default.
Lack of Line Item Information
As I mentioned, the key information we typically need to get for a customer is what they purchased. I imagine this is the case for most users of desk; few can provide technical or other support without knowing what is being supported.
Unfortunately, when the sales order is clicked in the drop down, it just shows the package number and shipping order number. Neither of those are helpful.
While I realize that one can click the sales order (or invoice) to see a PDF of the document in the main window, that interrupts the whole process of composing an email response (which is most of our support and what Desk mainly does). After the agent looks at what a customer buys, they have to exit the view in just the right way and then do several clicks to get back to their draft. If something isn't done correctly, work is lost.
I think it would be really great if that drop-down from the sales order screen also had a section for the items on the SO. That would be very helpful in our use case, and I suspect many others.
Initiate Returns
I've brought this up before (links below). Just including this so this post is more "all inclusive" of my thoughts on the integration and might help other users.
Mark Sales Orders as Confirmed
Again, this is another issue I've brought up before. One can initiate a sales order for a customer, but then it's just stuck in draft status. The SO needs to be marked as confirmed from the Zoho Inventory UI, which negates much of the benefit of being able to create from the Desk UI.
Hope this feedback helps!
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Ajith | Zoho Desk
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