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Like Zoho, we're a software company that markets an SaaS product.

We frequently get feature requests that come from the support system.

My technicians have a responsibility to listen to our customer requests and add them.
Right now the only way to do that is with the Zoho Bug Tracker - but a request is not really a bug.

However, we need to track them in a very similar way.
We also need to know just like Zoho which customers are requesting the same features so that we understand the customer demand and can prioritize our requests.  For example, if 1 person wants a feature vs 100 people wanting a feature, we need to focus on the commonly requested feature.

A request (and even a bug) should be a common item that can be attached to multiple customers.  In this way, when we add a requested feature or fix a reported bug, all customers who requested the feature or reported the bug could be notified.

23 users like this idea.
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8 more
  • 5 years ago

Impressive, to say the least. Most of this, unfortunately, is technically outside of my current skill set.

  • 5 years ago

Hi All

We have released the Zoho Sprints extension in Desk. We suggest you try this extension as it enables you to track both bugs and feature requests in Zoho Sprints. Please check the links below for more information on this:



Regards,
Selva

  • 5 years ago

Customer Facing Idea & bug Tracking appear to be missing from Zoho and Zoho desk specifically.

We are also a SaaS Software Company and run into the same issue Customers call our support team with Either an Idea or Feature Request or to report a Bug.

Here is the issue that my company faces:

We want to track Feature requests and see the impact that feature will have prior to adding it to our development cycle. Meaning i want to know how many tickets or support cases that request has been applied to and i want to know how many customers that request applies to. The more tickets and customers associated to a request the higher its priority.

Which leads to the next issue - Keeping customers informed of the status of ideas. Sending Automated emails to the associated customers when an idea status has changed such as to In- progress or Not Doing. that way our users know what is going on while we limit the amount of staff time it requires to keep customers informed of request statuses and it helps set customer expectations.

Now that leads to the next issue - this process only helps the customers who have contacted support and requested the same issue as someone else.

My Company would love to be able to use the Zoho Desk Customer portal to keep registered users informed of our Idea list let them search and review the ideas list, comment on ideas, up vote ideas and even create ideas all without having to contact support. this makes it easy and user friendly for customers to see if an idea they have is already in the works or not and gives them an easy way to request it all without having to contact support, freeing up agent time, thus saving the company time and money.

Thinking along the lines of https://featureupvote.com/ but this type of feature should be incorporated into the zoho application since it already offers support desk, tickets, portals, comments, community forms etc, idea tracking should be an easy implementation with great user and corporate benefits.

i have also requested something similar but slightly different concept here
https://help.zoho.com/portal/community/topic/using-zoho-desk-knowledge-base-to-present-a-known-bugs-list-to-customers

I also suggested the ability to make Desk workflows trigger of associated jira issue status
https://help.zoho.com/portal/community/topic/zoho-desk-now-integrates-with-jira-14-2-2018

Yes love this idea. +1 vote from me.

Love this idea also! +1

  • 3 years ago

Just my two pennys but looking at this as well and I think upvoting can be achieved with Knowledge Base articles. There is a "Helpful?" feedback button at the bottom of the article with like/dislike buttons. In each article in a "Feature Requests" category, simply point customers to these like/dislike buttons...then you can look at "Insights" in the back end for the amount of likes/dislikes (you might make your own policy on whether to ignore dislikes). It's not perfect but could achieve 90% of what's required.

  • 3 years ago

Thanks for your insights, Ryan. That has got a nice ring to it.


Regards,
Ash | Zoho Desk

  • 3 years ago

Actually, can I query how the Vote button at the top of this very page is implemented? Surely Zoho are using the same software we are for articles etc? So how is that Vote button and vote count done?

  • 3 years ago

You can reach out to us at support@zohodesk.com if you'd like to get in-depth details on how this functionality works, Ryan.


Regards,
Ash | Zoho Desk

  • 3 years ago

Apologies for the spam but I'm slightly confused by this thread. It seems that this is completely possible using the Community. Users can post an Idea and then other users can Vote for it (like this exact thread). In addition, users can comment and select the 'Notify me of updates' button and they will be informed of any updates to the ticket (e.g. an announcement to say it is being incorporated in a certain release). Admittedly they will be spammed every time there is a new comment, but this seems like a small issue.

  • 3 years ago

I couldn't agree more, Ryan. While the upvote topic in the community module can be a solution, other participants are coming up with myriad ways to track the feature requests and the like.


Regards,
Ash | Zoho Desk

Although in the community we can suggest, upvote and follow, It would be useful for customers to have a feature progress dashboard. Reason is: it's not because a feature is requested that it's in progress. Sharing such a view gives customers insight on what we identify as a top priority development need. Experience shows that Zoho related discussion are revived when requestors are asking for updates because they don't see if it's being developped or not. Public Roadmap Examples

It would be very valuable to have this "roadmap dashboard" as a possible option to select in the Zoho Desk - Channel - ASAP rather than having the need to click on "community" first and then other menus:

  • 2 years ago

It has a nice ring to it, Paul. Thank you for adding your suggestion here. 


Regards,
Ash | Zoho Desk

Hi,

We use "comments" on tickets extensively to internally pass information on support cases between different departments, escalation points, etc. We also use them for easily recording important facts about cases to make it easier to find the information required.

It would be extremely useful if comments could have the same "drafts" features that message replies have. I'm often typing a very long and detailed comment, needing to reference multiple other resources, and it would be very appreciated if I could save a draft of the comment to come back to later. Similarly, mistakes happen, and I have sometimes accidentally refreshed a page, clicked a link, or closed a tab with a partially-written comment and lost what I had so far.

Many thanks!

  • 1 year ago

Noted, Scott. We certainly will look into the feasibility of extending the draft functionality to the Comments section, too. Thank you for pitching in.


Regards,
Ash | Zoho Desk

  • 7 months ago

Hi,
Any news here? 
Is there any zoho product that can be easily used to handle feature requests from clients?

  • 7 months ago

You should definitely check out the Zoho Projects integration with Zoho Desk to streamline your feature requests. Since Zoho Desk is our customer-facing platform, it’s the go-to place for raising requests. With the integration, you can seamlessly assign tasks to the development team in Zoho Projects, ensuring everyone is on the same page.


Regards,
Ash | Zoho Desk

Hi Jeff and Team,
I would like to request the option to make SSO more prominent for the staff. We have SSO with Microsoft enabled but the page still presents the staff member to enter a password and go through the standard login experience. The SSO option for them is rather unintuitive. 

I would prefer it if the password field were obfuscated when the company is enabled for SSO, or even only become available if SSO fails. 

Thanks for your consideration

Screenshot 2024-12-10 145455.png
Screenshot 2024-12-10 145455.png24 KB

Hi @Michael Rodgers,

The SSO you’re referring to seems to be for the Agent login to the Zoho Invoice application. We’ll pass your information to the respective team. Meanwhile, you can also reach out to them directly at support@zohoinvoice.com if you’d like to discuss this in detail.

Regards,
Shivani | Zoho Desk


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