Zoho Desk integrates with Qntrl for effective task management

Hello everyone,

We are happy to announce that you can now integrate your Zoho Desk account with Qntrl. This integration provides an effective way to manage tasks, collaborate, streamline processes, and deliver projects on time which helps to collaborate with different teams and resolve tickets on time to ensure SLA upkeep.

Let's find out what this integration offers.

What is Qntrl?

Qntrl is a workflow automation tool that streamlines business processes and boosts productivity across teams. Users can create custom workflows and automate repetitive tasks to enhance efficiency.

Consider a scenario where the support team gets a request to book flight tickets. The operations team handles the bookings and coordinates with the airlines. They use Zoho Desk and Qntrl to manage their processes. Blueprints allow them to streamline tasks, such as verifying the request, checking flight availability, reviewing accommodation options, and assessing the travel budget.

By integrating Desk with Qntrl, both teams can collaborate and maintain consistent communication. Most importantly, the integration allows both teams to have full visibility into the status of each task.

The support agent can directly raise a Qntrl card from the Desk interface, and the operations team can utilize the same card to run their process in Qntrl. When the operations team updates the work status, the agent will be able to view it within the card and proactively communicate the progress to the customer.

Benefits of integration Qntrl with Zoho Desk

Improved interdepartmental collaboration: Collaborate with multiple teams across the organization and communicate effectively.

Better visibility: Track task details, such as assignee and status, to monitor progress easily.

Integrating Zoho Desk with Qntrl

The admin must install the Qntrl integration from the Marketplace and configure their preferences. During integration, the following aspects can be set as required:

Selecting a Qntrl account and linking it with the Desk account.
Selecting the specific departments and profiles in Desk that can sync with the Qntrl board. This ensures that only the appropriate users have access to sensitive information.
Mapping the departments in the desk with the respective Qntrl boards. This ensures that the agents have access to the relevant information and can plan their tasks accordingly; it also enhances communication and collaboration.
Adding Qntrl cards from a ticket. The Qntrl extension is displayed as a widget on the ticket detail page. Agents can use it to link the ticket to an existing Qntrl card or create a new card directly.

While adding the card the agent must provide the requirement in the given fields and associate it to an appropriate Qntrl board.

The image below shows how the card created from Desk is visualized in the Qntrl board.

Below, you can see the blueprint applied to the Qntrl process by the operations team that manages its process through Qntrl.

Updates made to the card are automatically reflected in the left pane in the ticket detail view page, such as:

Adding comments
Updating the assignee
Modifying the due date or status

Using the Delink option, the card can be removed from the ticket any time, giving agents the flexibility to retain only the relevant cards in the ticket.

Kindly refer to the help doc: Integrating Zoho Desk with Qntrl to learn more about configuration and business cases.

This integration is now available for all users across DC.

Regards,

B. Akshaya

Zoho Desk | User Education

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