I'm currently evaluating Zoho Desk. I run an MSP which means I support multiple external companies.
As such, I'd be using Zoho Desk to track tickets and tasks and the associated time spent. But ideally I want to group users and their tickets in to "customers" so that I can generate reports to show what work was done for a particular customer.
I don't really see any obvious path to do this in Zoho Desk.
There are 'Departments' - so I could create a Department for each customer. But this doesn't seem like a great solution - you can't assign users
to a particular department, so either I'd need to manually triage every incoming ticket so that it goes in the correct department for reporting purposes, or give customers an individual support email that will raise the ticket in the correct department. It's hard enough to get my customers to use email@example.com
rather than email me directly, let alone get them to use a new support email, so I don't see this working.
I guess I could create a custom field with each of my customers, and just make a point of editing that field when a ticket comes in (and for automated alerts I'm sure this could be automated), but that seems a fragile process also.
Has anyone used Zoho Desk for this purpose? I imagine either it's documented how best to go about this, or people use a different product, or I'm missing something obvious.
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