Regulate Support Tickets' Visibility In Zoho Desk Integration

Dear All,

Greetings!

When Zoho Desk is integrated with Zoho CRM, tickets raised by a customer in different departments are associated with their respective records in CRM to enable users to access and manage customer queries directly from the records.

Thus far, these tickets are displayed in the related list of records even if the user does not belong to those departments in Zoho Desk. For example, If Steve belongs only to the Software department in Desk, the tickets created by the same customer in the service department were also displayed in the record's related list in CRM. This shares unrelated and sensitive information with the users.

To regulate the visibility of tickets, we are providing the following options:

While configuring the integration, admins can select whether to show all tickets to the users or only the ones that belong to their department. For example, if John belongs to sales, support, and marketing departments then he can be shown tickets that belong to these departments only.

Visibility can be set using the following options:

Show tickets from all departments: Tickets created across departments in Zoho Desk will be visible to the CRM users and this option is selected by default.
Show tickets from departments which a user belongs to: Only those tickets that are created under the department to which the CRM users belongs will be displayed.

That's about the update. It has been released for all users in all DCs. Kindly refer to our help doc, for more information on Desk integration with Zoho CRM.

Thanks and Have a good one!

Regards,

Saranya Balasubramanian

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

Topic Participants
Saranya Balasubramanian

Sticky Posts
Enrich your CRM data and keep them updated
You spend a lot of your time and efforts in generating quality leads for your business. While generating leads is a challenge in itself, the real deal begins when sales reps try to nurture these leads and convert them as customers. So how equipped is your sales team with information about your leads matters a lot. For example, you might be using webforms to generate leads and collect customer information from your website. The lesser your webform fields are, the more your sign-ups right? From optimizing
Zoho CRM Digest - February 2024
We're thrilled to bring you the February digest, packed with exciting product updates and engaging discussions from the Zoho CRM Community. Keep reading to stay in the loop! Product Updates: Zia Enhancements Be it Tasks, Calls, or Meetings, Zia's activity
Canvas templates can now be shared with different CRM organizations
----------------------------------------Moderated on 14th February, 2023------------------------------------------- Dear all, This feature is now open for all users in all DCs. To learn more about importing and exporting canvas templates, read our help
Introducing Zia Presentation in Zoho CRM
----------------------------------------Moderation 2.0, Date: 22nd March' 24----------------------------------------- The Zia Presentation feature is now available for organizations in both Enterprise and Ultimate editions with 20+ user licenses in the
Blueprint enhancements - Parallel and multiple transitions, and more
Last modified on Sep 4, 2023: All Zoho CRM users can now access these enhancements. Initially, these features were available only on an early access basis and by request. However, as of August 2, 2023, they have been made available to all users in all