Hi,
We use a single phone number with an IVR (e.g. Press 1 for Sales, Press 2 for Support).
When the Zoho Voice ↔ Zoho Desk integration creates a ticket, it always goes to one fixed department — regardless of what the caller selected in the IVR.
The current workaround — Queue Email ID — is not sufficient because tickets created via Queue Email do not include the call recording and other missing information.
The full Desk integration (which attaches recordings) only supports a single department
There is no way to have per-department ticket routing AND call recordings at the same time
Feature request:
Please update the Zoho Voice ↔ Zoho Desk integration so that tickets are routed to the correct Desk department based on the queue the call came through — without requiring a separate phone number per department, and without losing call recordings.
This is essential for any business using a single number with an IVR to serve multiple departments.
Regards,
Ram