Benefits of the integration 

1. Process optimization - The documentation team can optimize their entire process when a new document request is created. The necessary process of getting a demo, creating the draft, sending it for peer review, language review, and publishing the documentation could all be defined as a process in Qntrl to avoid manual intervention. The status of the task is also displayed in Desk in the related ticket. 
   
2. Visibility - By creating a board in Qntrl and linking it with the required departments in Zoho Desk, managers can get a clear visibility on the assignee details, status of each task, and they can reassign the tasks based on the load of the team members and the criticality of the task. 
   
3. Efficiency - The team can prioritize their tasks in Qntrl based on the severity of the task. The updates made in Qntrl are pushed to Zoho Desk and vice versa, helping the other teams to act on their work items efficiently.
   
4. Collaboration - The cards in the Qntrl and Desk help the team actively track and collaborate on the updates, avoiding back and forth communication in chat or email. For example, if the agent adds a comment to the card in Qntrl, then it is also pushed as a private comment in Desk with their name, allowing the other team members to be aware of the updates made in the card.
   

Permission Required
The user must have the admin access for both the Qntrl account and the Zoho desk to install this integration.
Check Feature Availability and Limits

Integrating Desk with Qntrl 

1. Defining the general settings - The admin can choose which departments and profiles to sync with the Qntrl boards via the General Settings tab. For example, if you want only the Product Documentation, QA, and Development teams to have access to Qntrl, you can select these departments from Zoho Desk. Additionally, some agents may have permission to add, delete, or edit comments in their own department while having read-only access in other departments. Permissions vary based on the profiles assigned to each agent. You can specify which agent profiles are permitted to access the Qntrl board.
   
2. Connections - The admin must authorize the connections to activate the extension. Zoho OAuth must be authorized to enable the connection with the extension. If the OAuth connection is revoked then the Qntrl Integration will not work. 
   
3. Setting the preferences - The admin must select a Qntrl account and link it with the Zoho Desk account. If the Desk account has multiple departments then each department must be mapped with the boards in the Qntrl org. 

Note

One department can be mapped with multiple boards and vice versa. 

1. Standard and Mandatory fields in Qntrl Board only - The standard fields or the ones that have been marked mandatory in Qntrl will be displayed in the card. 
   
2. All fields as in Qntrl Board - All the fields available in the board will be  displayed in the card. 
   

1. Log in to your Zoho Desk account with Administrator privileges.
   
2. Navigate to Setup > Marketplace > All.
   
3. Search for 'Qntrl' in the search bar.
   
4. Select the Qntrl for Zoho Desk extension and click Install.
   
5. Select the General Settings tab and select the Profiles and Departments whose agents can access the extension in Zoho Desk.
   
6. Agree to the Terms and Conditions and click Install.
   
7. 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.
   
10. Select the Preference tab. Select an org-account from the drop-down.
    
11. The departments selected in the General Settings tab are displayed under the Zoho Desk department, and it will be enabled. Select the Qntrl boards to be mapped with the enabled departments.
    
12. From the Listing Qntrl Fields in Desk field, select either Standard and Mandatory fields in Qntrl Board only or All fields as in Qntrl Board, then click Save. 
    

1. The Qntrl extension is displayed in the right panel under the marketplace extension as a widget where the agent can create a new card for a ticket or link an existing card with the ticket.
   
   
2. A maximum of 10 cards can be created for a ticket.

1. Click Tickets from the menu bar and open a ticket.
   
2. Click the Extensions icon from the top-right corner of the ticket's detail page.
   The Qntrl extension is available in the right pane.
3. Click the New Card tab and select a board to create the card in from the Qntrl boards drop-down.
   
4. By default, the information for the title, description, and the attachments is fetched from the ticket. But the information can be edited, if required. 
   
5. Once the required information is filled in the fields, click Save.
   
   

1. Click Tickets from the menu bar and open a ticket.
   
2. Click the Extensions icon from the top-right corner of the ticket's detail page.
   The Qntrl extension is available in the right pane.
3. Click the Link a Card tab and select a board to link the card from the Qntrl boards drop-down. 
   
4. Select a card from the Cards drop-down and click Link.

Viewing the card details within tickets

Delinking a card from the ticket

1. Click Tickets from the menu bar and open a ticket.
   
2. Select the Qntrl icon from the left pane and click the linked card.
   
3. Click Delink. 
   
   
4. In the alert popup, click Delink.
   

Uninstalling the integration

1. Navigate to Setup > Marketplace > All > Installed Extensions. 
   
2. Select Qntrl from the list of extensions.
   
3. Click the More icon (  ) in the top-right corner, then click Uninstall Extension. Click Confirm to uninstall the extension.