Link tickets to more than just a contact....

We are currently using CRM for our property management business and are in the process of setting up Zoho Desk. The basic integration has been completed and we have modified the ticket layout in Desk.

In CRM we have two custom modules called "Properties" and "Units".

A property record contains all relevant information about the house and if the building is a block of apartments, each unit will have it's own information and the units are linked to the main property.

Usually a tenant will report an issue within a property, therefore in Desk, the contact lookup field would be used, however this appears to be the only way we can link the ticket to other records.

e.g....

If a "Tenant 1" lives in "Unit 1", which is part of "Property 1" and the property is owned by "Landlord 1"

Therefore in CRM, Tenant 1 is linked to Unit 1, which is linked to Property 1 and Landlord 1 is also linked to Property 1.

If Tenant 1 reports an issue in the communal area of Property 1, we would need to notify and update both Tenant 1, Landlord 1 and any other tenants who reside in the building.

Is there a way we can link a ticket to all relevant records, so that we can choose who is updated about various aspects of the repair?

If this can't be done easily, what would be the most seamless workaround?

There are times when a maintenance issue is spotted by one of our team when visiting the property, not by the tenant who lives there. Would we still need to allocate the ticket to one of the tenants within the property, or could we have a situation where only the property is linked?

Thanks

Rich

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