Dear Zoho Team,

I hope you're doing well.

We would like to request an enhancement to the Workflow functionality in Zoho CRM. Currently, the only way to open a Zoho Desk ticket from a CRM workflow is by using a custom function. However, opening Desk tickets through CRM workflows is a common day-to-day task, and relying on custom functions adds unnecessary complexity to the process.

Feature Request:
We propose adding a built-in option to open a Desk ticket directly from within a CRM workflow. This enhancement will streamline operations and eliminate the need to develop and maintain custom functions for such a routine activity.

Use Case:
In scenarios like follow-ups on overdue payments or client requests tracked in CRM, we frequently need to escalate issues by opening a Desk ticket. Rather than setting up custom functions every time, a built-in feature would allow us to configure this action directly from the workflow settings, saving time and ensuring consistency.

Benefits:

1. Improved Efficiency: Reduces the need for custom coding and simplifies setup.
2. Consistency: Ensures uniform handling of ticket creation across workflows.
3. Time-Saving: Frees up technical resources by providing a no-code solution.
4. Better Integration: Enhances the synergy between Zoho CRM and Zoho Desk, helping teams manage issues seamlessly.

We believe this feature would be highly valuable for businesses using both Zoho CRM and Zoho Desk, helping them respond to customer needs more effectively.

Thank you for your consideration. Please let us know if further details are needed.

Best regards,
Ram