Zoho WorkDrive Extension - Zoho Desk Knowledgebase

Zoho WorkDrive Extension for Zoho Desk

Zoho WorkDrive is a cloud-based file storage, sync, and collaboration solution for teams of any size. It provides a secure, shared workspace to help teams organize and manage all their files in a single place. Some of the key features of WorkDrive include real-time notifications, document drafting, file sharing with configurable access controls, file versioning, analytics, and much more.

The Zoho WorkDrive extension for Zoho Desk allows agents to attach or share links to files from their WorkDrive account in a ticket without leaving the help desk. Additionally, the extension will display all the attachments contained in the incoming conversations of a ticket.

Key Features
  • Attach files from your WorkDrive account while replying to tickets.
  • Share links to your WorkDrive files in tickets along with the access permission you wish to assign to it.
  • Get an overview of all attached files in incoming ticket conversations.

Installing the Extension
The Zoho WorkDrive extension can be installed either from the Zoho Marketplace or your Zoho Desk account. To install from Zoho Desk:
  1. Log into your Zoho Desk account with Administrator privileges
  2. Click the Setup icon (  ) in the top bar.
  3. Under Marketplace, click All.
  4. Search for 'Zoho WorkDrive' in the search bar on the right.
  5. Select the Zoho WorkDrive for Zoho Desk extension, and click Install.
  6. On the Confirm Installation page, agree to the terms and conditions and click Install.
  7. In the Zoho WorkDrive Installation Setup page, do the following:
    1. Select the departments and profiles whose agents can access the extension in Zoho Desk.
    2. Agree to Terms of Use.
    3. Click Install.
      The extension will be installed for the specified profiles and departments.
  8. Click Authorize in the pop-up window to activate the extension.
  9. Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
Once installed, the locations for accessing the extension will be displayed on the right side of the extension's detail page. The Zoho WorkDrive extension can be accessed from the right tab of the ticket detail page.

Attaching Files from WorkDrive
You can attach or share links to files from your WorkDrive account  in a ticket. To attach files:
  1. Click the Extensions icon (  ) on the right side of the ticket detail page.
    All extensions installed in this location will be listed.
  2. Go to Zoho WorkDrive.
    WorkDrive Files tab will list the folders contained in your WorkDrive account.
  3. Select a folder to view its files.

  4. Select the required files and choose one of the following:
    1. Click Attach.
      The chosen files will be attached to the reply editor.
    2. Click Share Link.
      1. Select the access permission you wish to assign to the chosen files. You have the following options to choose from:
        1. Recipients of this email - All recipients in the "To" and "Cc" sections that belong to your WorkDrive team can access the files.
        2. Anyone in your WorkDrive org - All members of your WorkDrive org can access the files.
        3. Members with access permission in WorkDrive - Only members who have permission in WorkDrive can access the files.
        4. Anyone with the link - Anyone with the exact link can access the files.
      2. Click Share.
        The link to the files will be pasted into the reply editor.

Viewing Ticket Attachments
Besides attaching files from your WorkDrive account, the extension will also display all the attachments contained in the incoming conversations of the ticket. To view such attachments:
  1. Click the Extensions icon (  ) on the right side of the ticket detail page.
    All extensions installed in this location will be listed.
  2. Go to Zoho WorkDrive.

  3. Select the Incoming Attachments tab in the extension panel.
     The tab will display the attachments contained in the incoming conversations of the ticket.

Uninstalling the Extension
You can uninstall the Zoho WorkDrive extension at any time.
  1. Click the Setup icon (  ) in the top bar.
  2. On the Setup Landing page, click All under Marketplace.
  3. On the Marketplace page, click Installed Extensions.
  4. Choose Zoho WorkDrive for Zoho Desk from the list of extensions.
  5. Click the More icon (  ) in the upper-right corner of the Zoho WorkDrive for Zoho Desk page.
  6. Select Uninstall Extension.
  7. Click Confirm.

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