Integrate ServiceDesk Plus Cloud with Zoho Cliq to enhance user communication and collaboration. Using Zoho Cliq, you can instantly connect with users via direct messages or channels.
Zoho Cliq integration is available only for the Enterprise edition and is supported in the following datacenters: The United States, European Union, India, Japan, China, Australia, Canada, and The United Kingdom.
Create a shared space for technicians and requesters to discuss the issue.
Organize conversations using chat channels.
Connect instantly through audio or video calls.
Share files, documents, images, and videos easily.
Role Required: SDAdmins
Go to Setup > Apps & Add-ons > Integrations > Third Party Integrations.
On the Zoho Cliq card, click the toggle button to enable integration.
Role Required:
Technicians can create chat channels for both incident and service requests.
Requesters with approval permission can create chat channels only for service requests.
After enabling the integration, users can access Zoho Cliq from the Cliq tab on the request details page or from the web messenger service (WMS) chat bar on the footer of the application.
Go to the request details page.
Switch to the Cliq tab.
Click Start a New Channel.
Provide a title for the channel.
Add participants by selecting organization roles. You can add up to 500 users.
Type the first message for the Cliq channel.
Enable to mark the channel response as the first response. This option is available only when the requester is added as a participant and the Responded Time field is empty.
Click Create.
After creating the first channel, you can create additional channels by clicking the Plus icon in the channels pane. You can create up to five channels for each request.
You can create chat channels from the WMS chat bar; however, these channels cannot be associated with any requests. In addition to creating channels, you can send direct messages and access all the channels you are a part of from the chat bar.
Limitations
You cannot create channels for requests that are completed, archived, or trashed.
You cannot delete channels from the request details page or from Zoho Cliq.