Dear Zoho Team,

I hope you are doing well.

We would like to request an enhancement to the Cadence feature in Zoho CRM. Currently, when creating a Cadence, we can select actions such as sending an email, creating a task, or logging a phone call. We would like to have an additional built-in option to open a ticket in Zoho Desk directly from within a Cadence.

Use Case:
If we are sending billing reminders via Cadence and a client’s account remains in a collection or billing status, we want one of our agents to manage the issue promptly. Our agents use Zoho Desk for client communication, so having the ability to create a Desk ticket directly from the Cadence would streamline the process.

Currently, while it’s technically possible to create a task within the Cadence and then use a workflow to trigger a custom function that opens a Desk ticket, this method is cumbersome and time-consuming. A direct option to create a ticket in Zoho Desk from Cadence will greatly simplify the process and enhance efficiency.

Benefits:

1. Seamless Workflow: Agents can manage client issues more effectively by having a direct ticketing option within Cadence.
2. Improved Efficiency: Eliminating the need to create complex workflows or custom functions saves time and reduces manual work.
3. Enhanced Communication: Ensures quick follow-up on customer issues, helping us provide better service.

This feature would be a valuable addition for businesses using Zoho CRM and Zoho Desk together, ensuring smooth and effective management of customer interactions.

Thank you for considering this request. Please let us know if you need further information or clarifications.

Best regards,
Ram