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!