Tip #27: Zoho Sprints integrates with Zoho Desk

Tip #27: Zoho Sprints integrates with Zoho Desk

 

We are happy to announce that Zoho Sprints now integrates with Zoho Desk. Wondering how a customer service product works with an agile tool? Let's see how Helen solves her customer service problem using this integration. 
 
Helen works as the customer support manager and operates Zoho Desk to manage all customer queries by creating and organizing tickets. She runs a team of 20, who manage all the support tickets using Zoho Desk. 
 
Helen's problem
 
As new requests pile up and features increase, Helen finds it difficult to manage and resolve all the tickets on time. She looks out for a one-stop solution that combines the following:
  • Managing customer details, tickets, other activities in Zoho Desk. 
  • Organizing feature-based tickets and managing them using an iterative model.
  • Filing issues as bugs and tracking status of the bugs.

 
The solution
 
Helen finds an alternative that helps her fix the above problems. She now integrates Zoho Desk with the agile tool Zoho Sprints. This integration will help her team to:

  • Add tickets in Zoho Desk as work items in Zoho Sprints. 

  • Create feature specific sprints and add the relevant tickets to these sprints.
  • Organize and run these sprints within a specific time frame (4/8 weeks).
  • Add tickets in Zoho Desk as bugs in Zoho Sprints. 
  • Add comments and attachments to the bugs. (This will reflect in the ticket details in Zoho Desk)  

How are the tickets addressed?
 
The development team uses Zoho Sprints to manage work. When these tickets are added as work items in Zoho Sprints, the team can create feature specific sprints and move the relevant tickets. Developers are assigned to these tickets and the progress of the work item (ticket) can be tracked from the Sprint Dashboard. The assignees can debug issues, add comments and attachments to these work items. The details are synced with Zoho Desk. 
 
Helen can now organize and manage her customer support tickets in both the applications. 
 
Refer our help document, try out this integration, and comment your feedback or queries below. 


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                                                • Tip #28 - Plan less and deliver more using WIP limit in Zoho Sprints

                                                  Hello, It's been a while since we met with a quick, interesting tip. As the saying goes, "Too much of anything is good for nothing", today the focus is on delivering your outcomes with the right amount of planning. Your plan should be practical, calculative, and achievable for driving a qualitative success.    Laura's plan   Laura has a habit of planning her project deliverables before assigning work to her team-mates. Once the plan is finalized, she schedules a general meeting with her team and

                                                • Tip # 3- Working on the Scrum board

                                                  Continuing from our Tip #2 on leading to a sprint, let's see how to manage the work items on the Scrum board.  Once you start the sprint your work items are automatically displayed on the Scrum board where you will actually manage the work items. It is a snapshot of the backlog items identified for the current sprint.    The layout of the Scrum board Simply put, the scrum board is just like a physical board with sticky notes on which the work items of the active sprint are displayed.  The scrum board

                                                • Tip#2- Leading you to a Sprint

                                                  Product Backlog After the user stories are written and finalized, they are sorted to create the Product Backlog for the project during the Backlog Grooming meeting. This is a master list of all the work items that have been identified for the project and sorted by priority. Requirements are not constant during this period.The Product Backlog is dynamic and is an ongoing process. Every user story in the Product Backlog is customer centric. The Product Backlog includes: User centric stories based on

                                                • Tip #1- Why swimlanes?

                                                  Lanes define a clear path to reach your destination. In Agile, swimlane is one such concept that sets a simple and clear process of the work that you do.   The concept of swimlane can be related to the pool, where the swimmers gather in their respective lanes to start off. Similar to the pool, work items are grouped in different categories. Each category is referred as a lane and is displayed in horizontal format. Swimlanes are effective in categorizing the work items with respective to specific


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