We have a scenario where we create a ticket within Zoho Desk when an issue is reported to us. Currently the person that is assigned to investigate the issue would be contacted and then complete a form via a third party application we use which is then submitted back via email to a team of people for review.

As we are Zoho One users I am keen to embed this entirely into the Zoho ecosystem and stop using third party applications and to gain as much automation as possible.

Is it possible to have an action set within a Zoho Desk ticket which sends a request to an assigned user within Zoho for them to complete a form? We would be looking to pre-populate some fields within the form, namely the site address and the date & time the ticket was created and the type of audit that needs to be conducted.

We would also need the ability to report on these tickets, mainly the volume, break down by customer & task type and response times (time ticket created vs time form submitted and/or manually entered arrival time)