Egnyte Extension - Zoho Desk Knowledgebase

Egnyte for Zoho Desk

The Egnyte extension for Zoho Desk helps you manage file sharing from within Zoho Desk. You can view the list of files attached to a ticket, select required files, and upload them to Egnyte without leaving the Tickets details page. You can also send Egnyte files to your customers by simply sharing it with them from within Zoho Desk.

Installing the extension

The Egnyte extension can be installed from the Zoho Marketplace, or from your Zoho Desk account.

To install the extension from your Zoho Desk account:
  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon (  ) in the top bar.
  3. Under Marketplace, click All.
  4. Search for 'Egnyte for Zoho Desk' in the search bar on the right.
  5. Select the Egnyte for Zoho Desk extension and click Install.
  6. In General Settings page, select the profiles whose agents can access the extension in
     Zoho Desk.

  7. Agree to the Terms of Use and click Install.
  8. Click Authorize and select the portal in which you want to install the extension.

  9. Click Authorize in the pop-up to authorize your Egnyte account.
  10. In the Configuration page, enter your Egnyte domain name.
    Eg: For "", enter as "abc.egnyte"
  11. Click Save.

Upon successful installation, the extension can be accessed from the right panel of both the add ticket page and ticket detail page.

Uploading Files to Egnyte

The extension lists all the files attached to a ticket in the Egnyte widget page. You can upload any of these files to Egnyte.
  1. Click the Extensions icon (  ) on the right side of the ticket's detail page.
    All extensions installed in this location will be listed.
  2. Select Egnyte.
    The Egnyte widget will display the list of files attached to the ticket. Any files that are already uploaded to Egnyte will get listed below separately.

  3. Select the files from the list that need to be uploaded to the Zoho Desk folder in Egnyte.
  4. Click Upload File.

Sharing files from Egnyte

Files that are stored in Egnyte can be accessed from within Zoho Desk through the widget. You can share a file from both the add ticket page and the ticket detail page.
  1. Open either the add ticket page or a ticket detail page.
  2. Choose the desired file from the Egnyte folders.
    You can either select the files from the Egnyte folder or search the file by its name.

  3. Alternatively, enter the file name in the search bar in the widget.
  4. Click Go.
    The search result will be listed.
  5. Hover over the file you want to access.
    1. Click (  ) to download the file to your desktop.
    2. Click (  ) to preview the file.
    3. Click (  ) to share the file with customers.
  6. You have control over the file sharing options.
  7. Choose the required sharing options and click Share.
    The file will be attached to the current ticket either as Link or Document, based on your sharing options.

Uninstalling the extension

  1. Click the Setup icon (  ) in the top bar.
  2. Click All under Marketplace.
  3. Click Installed Extensions.
  4. Choose Egnyte for Zoho Desk from the list of extensions.
  5. Click the More icon (  ) in the upper-right corner of the Egnyte extension setup page.
  6. Select Uninstall Extension.
  7. Click Confirm to uninstall the extension.
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