Supervisor add-on for Telephony Agents (like the "Upgrade Telephony Agents" add-on)
Hi team, We hope you are doing well. We would like to request an important enhancement related to the way we give our shift managers access to Zoho Voice. Currently The “Upgrade Telephony Agents” add-on lets us upgrade a Telephony Agent to a Technician,
Zoho Desk integration - skip the automatic ticket when the agent already created one during the call
Hi team, We hope you are doing well. We would like to request an important enhancement related to the tickets that Zoho Voice creates in Zoho Desk for calls. Currently When Create Ticket is enabled in the Zoho Desk integration, Zoho Voice creates a ticket
Link departments to queues - add and remove agents automatically
Hi team, We hope you are doing well. We would like to request an important enhancement related to the way we manage agents in departments and queues. Currently Departments and queues are not connected. When we add an agent, we have to add them to every
Add Preview (Play) Option for Audio Messages in Zoho Voice Admin Panel
Dear Zoho Voice Team, We hope you're doing well. We would like to request a usability enhancement in Zoho Voice regarding the ability to preview audio messages directly from the admin interface. Current Behavior: Currently, in various areas of Zoho Voice—such
Consolidate ZDialer Functionality into PhoneBridge for a Native, Extension-Free Zoho Voice Experience
Hello Zoho Voice Team, Greetings. We would like to submit a feature request to consolidate the functionality currently provided by ZDialer directly into PhoneBridge when Zoho Voice is the connected telephony provider. Background: PhoneBridge serves as
Consolidate All Zoho Voice ↔ Zoho Desk Integration Settings into a Single Management Interface
Hello Zoho Voice Team, Greetings. We would like to submit a feature request to consolidate all Zoho Voice ↔ Zoho Desk integration settings into a single management interface. Current Situation: Today, administrators must configure the Zoho Voice ↔ Zoho
Centralized ZDialer Management and Organization-Wide Policy Controls
Hello Zoho Voice Team, We would like to submit a feature request for centralized administration and policy management of ZDialer within Zoho Voice. While I still think that you should consolidate ZDialer Functionality into PhoneBridge for a Native, Extension-Free
Hide or clearly mark agents who are off-shift or on vacation in the Users list
Hi, When using the Agent Status Schedule, agents who are off-shift or on vacation are automatically set to Offline — but they remain visible in the Users list alongside agents who are actively working. This makes it difficult for supervisors to get a
Apply updated queue messages to callers already waiting in the queue
Hi, When a queue message is updated while callers are already waiting, those callers continue hearing the old message until they disconnect and reconnect. Only new callers hear the updated message. This is a significant operational limitation. A real-world
Admin control over agent's ability to disable incoming call popup in PhoneBridge
Hi, In the PhoneBridge built-in dialer, agents have the option to disable the incoming call popup for themselves. This means an agent can silently opt out of receiving call notifications without the supervisor or admin knowing. This is a problem for call
IVR Selection Visible to Agent on Answer
Hi, When a caller navigates an IVR and reaches an agent, the agent currently has no way to know what the caller selected other than the specific queue information. For example: a caller presses 2 for Support, then presses 3 for Product C — the agent who
Customizable and Localized Voicemail System Prompts
Hello Zoho Voice Team, We would like to submit a feature request regarding the voicemail functionality in Zoho Voice, specifically the system-generated prompts that are played before and after a caller records a voicemail message. Current Limitation:
Automatic Agent Offline Detection Based on Active Zoho Application Connectivity
Hello Zoho Voice Team, We would like to submit a feature request regarding agent availability status handling across the Zoho ecosystem, specifically improving how Zoho Voice determines whether an agent is truly online or offline. Current Behavior At
Optional Queue Position and Expected Wait Time Announcement with Threshold Controls
Hello Zoho Voice Team, We would like to request an enhancement to the queue experience that allows callers to be informed of their position in line and estimated wait time, with configurable rules for when and how this information is presented. Current
Wait Threshold Before Callback and Queue Exit Prompts Are Offered (Queue Audio Profile)
Hello Zoho Voice Team, We would like to request the ability to configure a minimum wait threshold before Callback Exit and Queue Exit options are offered to callers waiting in a queue. Current Limitation: Currently, Callback Exit and Queue Exit prompts
Add Hebrew Support for IVR Text-to-Speech, Call Transcription, and Call Intelligence in Zoho Voice
Hello Zoho Voice Team, We would like to submit a feature request to add Hebrew language support across Zoho Voice's AI-powered voice capabilities, particularly for organizations operating in Israel and serving Hebrew-speaking customers. Current Situation:
IVR Selection → Zoho Desk Department Routing
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
Show which agent's extension is currently ringing in Live Calls
Hi, In the Live Calls view, when an incoming call is being distributed through a queue, we can only see the status "Ringing" — there is no indication of which agent's extension is currently being called. For a call center supervisor, this real-time visibility
Show basic queue status information to agents when transferring a call
Hi, When an agent transfers a call to another queue, they have no visibility into the current state of that queue — how many callers are waiting, how many agents are available, average wait time, etc. The agent is essentially transferring a caller blindly,
Make agent DND status visible to supervisors and admins in Zoho Voice
Hi, When an agent enables DND in ZDialer, they become completely unreachable for incoming calls. However, Zoho Voice continues to show them as "Available" to supervisors and admins — because DND is not treated as a user status. This is a fundamental problem
Custom Agent Statuses in Zoho Voice for Enhanced Workforce Visibility
Hello Zoho Voice Team, We would like to submit a feature request regarding the current limitation on agent status definitions in Zoho Voice. Current Limitation At present, Zoho Voice only supports a fixed set of predefined agent statuses, such as:Available,
Hide SMS option in ZDialer when SMS is not enabled in Zoho Voice
Hi,When making calls via ZDialer — whether through Zoho One or directly in Zoho CRM, Zoho Desk, or Zoho Recruit — agents see both a call option and an SMS option. There is currently no way to hide or disable the SMS option. For organizations that have
Show live wait time for calls currently ringing or waiting in queue in Live Calls view
Hi, In the Live Calls view, there is no way to see how long a call has been waiting or ringing. This information is only available after the call is completed in the call logs. This is a standard and fundamental feature in any call center management system.
Unified Real-Time Agent Status & Adherence Dashboard for Zoho Voice
Hello Zoho Voice Team, We hope you are doing well. We would like to submit an important feature request that will significantly improve real-time monitoring, workforce management, and operational efficiency for teams using Zoho Voice as a contact center
ZDialer app sign in replys: Account doesn't exist
I couldn't find Zoho Voice for a category. Problem: I have an active Zoho account with Zoho Voice and Zoho CRM. I can successfully sign into both services from my computer using my email address. However, the ZDialer mobile app redirects to accounts.zoho.com
Allow agents to set their own status via PhoneBridge (built-in dialer)
Hi, Agents using the PhoneBridge built-in dialer have no way to change their own status. The only options are: Ask a supervisor or admin to change it manually from the User module Rely on the Agent Status Schedule for shift start/end Neither of these
Add Zoho Quartz support for submitting screen recordings to Zoho Voice support
Hi, When reporting issues to other Zoho departments (e.g. Zoho One, Zoho Desk), we can use Zoho Quartz to record and submit screen recordings. This makes it fast and easy to show exactly what the problem is. Zoho Voice support does not have this so every
Immediate Offline Message When All Agents Are Unavailable (Queue Audio Profile)
Hello Zoho Voice Team, We would like to request an enhancement to how the Offline status condition is handled when a caller enters a queue and no agents are available to answer the call. Current Limitation: At present, when a caller enters a queue where
Immediate Queue Announcement Slot for Outage Communication (Queue Audio Profile)
Hello Zoho Voice Team, We would like to request an enhancement to the Queue Audio Profile configuration that would allow administrators to play an announcement immediately when a caller enters a queue. Current Limitation: Today, after the Welcome Greeting
After Hours IVR
The lack of ability to choose "IVR" for an "Off-Duty Handler" as part of Business Hours is not optimal, and in my opinion should be a standard feature. This functionality exists within any PBX that I've worked with in the past. Having to forward calls
Has anyone integrated SMS well for Zoho Desk?
Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing
Equal Free Call-Minute Allowance for All Global Regions
Hi, Hope you are doing well. We would like to submit an important feature request regarding Zoho Voice pricing. At the moment, Zoho offers a very generous allowance of free minutes (incoming & outgoing) only to customers who purchase local numbers in
Calls not being logged
Hi, my outgoing calls are not picking up on zoho
Zoho Voice/ZDialer Mobile App — A Glaring Weak Link in an Otherwise Powerful Ecosystem
After testing Zoho Voice and the ZDialer Android app, I’m surprised by how outdated and clunky the mobile experience still is in 2025. As a US-based user with two-way SMS working, I won’t complain about that—but other parts of the app are frankly embarrassing
Feature Request: AI Receptionist for Zoho Voice
Dear Zoho Voice Support Team, I am writing to formally request the development of an AI receptionist feature for Zoho Voice. As a user of your platform, I believe an AI-powered solution could significantly enhance the functionality of Zoho Voice by automating
How to do per-user SMS?
We are ready to begin using Zoho Voice with CRM integration for both voice and SMS. I understand the basics of the 10DLC registration process. The use case is that each of my sales reps needs to interact with their customers via SMS and be distinguishable
Switching from RingCentral to Zoho Voice
Hello, team! I'm so glad to see that SMS support was added to Zoho Voice! I am on Zoho One, and although I know ZV isn't part of it, being developed by the same company is so promising in terms of the best Zoho integration, compared with third-party solutions
Zoho Phone Pricing is BS
Just a warning to everyone........I currently use Zoom Phone andI wanted to test out Zoho Phone to see if it had any lags like Zoho Meets does, so I thought I would try it out on the Solo plan before moving on to a paid plan. According to to Zoho Phone's
Business Hours in Shift Method
I'm looking for a way to assign agents based on business hours every day. Monday 9-12AM: Agent A 1-5PM: Agent B Tuesday 9-12AM: Agent B 1-5PM: Agent A Wednesday 9-12AM: Agent A 1-5PM: Agent C Thursday 9-12AM: Agent C 1-5PM: Agent B etc. Currently, Zoho
Siri support for ZDial
It should be possible to ask Siri, "Dial so-and-so-in-your-ZDialer-Contacts using ZDialer". Right now, ZDialer will come up and say 'Siri is not supported'. This would be highly useful for those of us who are on the road a lot and want to, for instance,
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