Dear partners, 

 

We are happy to announce that you can now integrate your Zoho Desk account with Microsoft Azure DevOps. This integration provides an effective way to: 

Microsoft Azure DevOps is a suite of cloud-based tools and services developed to support the software development lifecycle (SDLC). It helps the teams plan, develop, test, and deploy the software at ease. Each team involved in the software development cycle will have their own process defined across different platforms. Using Azure DevOps, teams can collaborate efficiently from a single platform using the Azure boards. 

 

If a customer raises a ticket for UI enhancements like dark mode. The support agent can create a work item in Azure and directly involve the product development team who will validate the request and share a timeline.

The integration allows the support agent to monitor and track the request's status from the Desk interface and convey the same to the customer significantly reducing dependency on the development team for an update.The work item status and other details are displayed on the ticket detail page.

Improved collaboration between development and support teams: Support teams can log issues directly into Azure DevOps, giving developers quick access to customer problems and provide faster resolution. 

 

Efficient issue tracking and resolution: Converting customer request from Desk into work items in Azure DevOps, will help in tracking the request easily, prioritize and bring it to closure. 

 

Maintain process compliance with profile-based access: Providing access to specific user profiles such as support agents, light agents, and team lead to a specific board helps in maintaining role-based control, avoiding unauthorized updates, and ensuring workflow management.

 

Department-level integration: Providing access only to the specific department helps maintain clarity and ensures that only the relevant department members can take action or view sensitive information. 

The agents have the flexibility to link or delink a work item from the ticket at any time. This ensures that only the relevant tasks are linked according to the current requirements.

 

Kindly refer to the help doc: Integrating Zoho Desk with Microsoft Azure DevOps for more information. 

  

PM: @Anonymous User 

 

Regards, 

B. Akshaya | Zoho Desk - User Education