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. 


    Access your files securely from anywhere



                          Zoho Developer Community




                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                  • Ask the Experts



                                                            • Sticky Posts

                                                            • 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


                                                            Manage your brands on social media



                                                                  Zoho TeamInbox Resources



                                                                      Zoho CRM Plus Resources

                                                                        Zoho Books Resources


                                                                          Zoho Subscriptions Resources

                                                                            Zoho Projects Resources


                                                                              Zoho Sprints Resources


                                                                                Qntrl Resources


                                                                                  Zoho Creator Resources



                                                                                      Zoho CRM Resources

                                                                                      • CRM Community Learning Series

                                                                                        CRM Community Learning Series


                                                                                      • Kaizen

                                                                                        Kaizen

                                                                                      • Functions

                                                                                        Functions

                                                                                      • Meetups

                                                                                        Meetups

                                                                                      • Kbase

                                                                                        Kbase

                                                                                      • Resources

                                                                                        Resources

                                                                                      • Digest

                                                                                        Digest

                                                                                      • CRM Marketplace

                                                                                        CRM Marketplace

                                                                                      • MVP Corner

                                                                                        MVP Corner





                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now


                                                                                            Zoho Show Resources


                                                                                              Zoho Writer Writer

                                                                                              Get Started. Write Away!

                                                                                              Writer is a powerful online word processor, designed for collaborative work.

                                                                                                Zoho CRM コンテンツ










                                                                                                  Nederlandse Hulpbronnen


                                                                                                      ご検討中の方




                                                                                                            • Recent Topics

                                                                                                            • CRM Hack #3: How to update formula functions for already created records.

                                                                                                              Hello everyone! It’s Wednesday and we are back with yet another hack.. I'm sure you've used formula fields to meet some requirements specific to your business. Let's consider an example each for external (customer-facing) and internal facing scenarios
                                                                                                            • Location functionality now deletes bundle information if changed

                                                                                                              With the introduction of Locations, we are experiencing several issues. 1. When bundling an item, the 'default' is to the organisation, not a location. This is not a significant issues, other than when you change the value, any batch tracking information
                                                                                                            • Email with uppercase letters causes problem with portal

                                                                                                              Hello, When my customers register on a form, if they use uppercase letters in their email adress it causes problem with the portal. When I send the invitation for the portal, all letters are automatically modified in lowercase by the system, and when
                                                                                                            • Improved RingCentral Integration

                                                                                                              We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.
                                                                                                            • Is Zoho Abandoning Zapier Integrations in Favor of Flow?

                                                                                                              I recently invested in a paid Zapier account to automate key parts of my Zoho workflows, but I’m hitting roadblocks. Zoho’s automation tool, Flow, clearly gets the lion’s share of development effort, and their Zapier connectors feel neglected. When I
                                                                                                            • Create custom rollup summary fields in Zoho CRM

                                                                                                              Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions were
                                                                                                            • Zoho Flow y subformularios de Zoho CRM

                                                                                                              Buenas tardes, En mi empresa vamos a empezar a usar los subformularios de zoho crm pero estos los voy a tener que rellenar con zoho flow ya que va a ser el encargado de rellenar dichos campos del subformulario. El problema es que a la hora de intentar
                                                                                                            • FSM Job Sheets data to CRM

                                                                                                              Hello, is there anyway of getting the data collected in the job sheets into the CRM. We are collecting inspection data which we were using zoho forms for but the job sheets in fsm seem like a lot better way to collect it but we need to be able to get
                                                                                                            • Bookmark order

                                                                                                              Hi all, We have a very big document/template that requires manual editing after doing a mail merge. To make this easier, I thought I would add bookmarks to navigate to the areas that will require editing. I thought these would be in order that they appear
                                                                                                            • Zoho Bookings API, timezone is not recognized when passed

                                                                                                              Has something changed? Time zone is being passed through API but it is NOT being recognized. response is not showing time zonetime that was passed through request. This is an URGENT issue as it is preventing bookings! Seems like this is due to a recent
                                                                                                            • Voicemail to Text Transcription

                                                                                                              Hello, We use the Twilio phone integration in Zoho Desk. When a voicemail is left, it creates a Ticket in Zoho Desk, and we are able to listen to the audio recording in the Ticket. My hope is to also have a voicemail-to-text transcription show up in the
                                                                                                            • Please don't remove the option to modify tax.

                                                                                                              Hi, I saw that the option to customize tax will be removed. This is VERY PROBLEMATIC for US companies who ship to different states because each zip code in the USA has its own tax rate for a single product. This is an awful idea. Please don't take this away.
                                                                                                            • Workflow to update the field "Deposit To" in Sales Receipt/Invoice

                                                                                                              After an invoice/sales receipt is created, I can't find a way to create a workflow that would update the field "Deposit To". Apparently, some other fields are visible in the workflow, but not the "Deposit To". Any insight?
                                                                                                            • payment gateway disabling in my ecommerce store

                                                                                                              hi i have disabled my payment gateway paytm from my website soigne from the backend but it is showing in my front end part when someone orders my products i want to remove it completelty so that it does not show in the front end part plz give me a suitable
                                                                                                            • Record GST Paid for Imported Goods

                                                                                                              In Australia, goods that imported from overseas needs to pay GST per invocied value. In most case, the freight forwader (logistic agent) paid this on behalf of importer (us), and invoice us in together in their freight invocie.  How do we setup a proper
                                                                                                            • subscribe email list for offer and updates is not working for zoho commerce

                                                                                                              my subscribing to email list is not working for offers and updates for my ecommerce website soignee it is saying please wait can anyone tell me the reason for this
                                                                                                            • How to make Deal field required for "Standard" layout and hidden in "Customer Portal" Layout?

                                                                                                              How to make Deal field required in tge "Standard" layout and hidden in "Customer Portal" Layout?
                                                                                                            • Commerce service

                                                                                                              If I am selling a service in Commerce, how do I turn off shipping?
                                                                                                            • Widget JS SDK to Upload a photo to a record in a Module

                                                                                                              Good day,  I would really appreciate it if someone can assist me. I have written a widget, to be used in a Custom Module in CRM.  My goal: I want to upload a photo from my computer and display it in die "upload image" field. I am using the JS SDK: https://help.zwidgets.com/help/v1.1/index.html
                                                                                                            • how do i see a list of active End Users?

                                                                                                              looking for a list of who i sent invitations to be an End User?  who has signed up? 
                                                                                                            • Email template for customer notification on ticket reply is not being used

                                                                                                              I've set up an email template for notify contact up upon receiving a reply in ticket. When I send a reply to the ticket, it is not using that email template. It just sends a normal looking email. How do I make it so that the email template is being used?
                                                                                                            • Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually

                                                                                                              Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able
                                                                                                            • Conversation to Resolution

                                                                                                              Good day, I'd like to know how others are doing it. When we close a ticket, we reply to the ticket via email with photos of the issue and disclaimers. Then, we enter (copy and paste) the exact text in the resolution for reporting. I asked Zogo for a possible
                                                                                                            • Zoho Sign & Analytics

                                                                                                              Hi, Is it possible to import data from Sign into Analytics?
                                                                                                            • Zoho Desk - Feature Request - Add more social channels on Community user profile

                                                                                                              Hi Team, While updating my profile here I noticed that it is only possible to add Facebook and Twitter social links. 1. Please consider adding at least LinkedIn and if possible, other popular channels. 2. Please consider renaming Twitter field name to
                                                                                                            • Train Zia answer bot on only part of Knowledge Base?

                                                                                                              We are trialing Zia answer bot and hope to use it on the knowledge base to help our users find the information they are looking for. I have found how to train Zia on the entirety of our knowledge base. But is there a way to train it on only certain categories
                                                                                                            • More Workflow Triggers

                                                                                                              We utilize a lot of workflows in our organization. Recently we've identified two use cases where we would like a workflow to run a function. Upon further checking, the workflow trigger wasn't available, or the only option was to run the workflow more
                                                                                                            • Modular cannot Edit in portals

                                                                                                              I have a custom module in CRM. If I create in either CRM or portals, I can edit it in the CRM but I can't edit in the portal. Even if it is created in the portal it wont edit. Anyone know why? I've created a new module and it works fine but this one
                                                                                                            • ViewID and Zoho Desk API

                                                                                                              I'm looking at the documentation for Listing contacts and it looks like you can filter by ViewID. I assume this is views created in a department or all departments. Is this correct? And if so, how do I find the ViewID for that view? EDIT: I see the view
                                                                                                            • Writing on sketch cards is bugged when zoomed in

                                                                                                              When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.
                                                                                                            • Lost the ability to sort by ticket owner

                                                                                                              Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?
                                                                                                            • In Zoho CRM, is it possible to transition from Approach 1 to Approach 3 based on the contract End Date? automatically

                                                                                                              In Zoho CRM, is it possible to transition from Approach 1 to Approach 3 based on the contract End Date? I have one issue between Approach 1 to Approach 3 there is another transition Approach 2 Iam faceing the issue if use the blue print API means i able
                                                                                                            • Introducing Rollup summary in Zoho CRM

                                                                                                              ------------------------------------------Moderated on 5th July'23---------------------------------------------- Rollup summary is now available for all organizations in all the DCs. Hello All, We hope you're well! We're here with an exciting update that
                                                                                                            • Introducing Color and Order Preferences for Blueprint Transitions

                                                                                                              Blueprints exist to improve the efficiency of your company's processes and ensure compliance — but only if your users follow them promptly. More often than not, your users may find it challenging to adopt your processes and follow through on them, especially
                                                                                                            • HOW CAN I ADD NOTE FIELD IN EMAIL TEMPLATE?

                                                                                                              I have an email template which i use as a lost deal notification. I would like to mention "Note" field also which captures the reason for the lost deal. I am not able to do so and i checked with help desk and they confirmed that it is not possible. Is
                                                                                                            • Announcing Early Access to "Zoho CRM for Everyone" — A new and exciting update to Zoho CRM

                                                                                                              We are delighted to announce an Early Access to Zoho CRM for Everyone— a truly democratic approach to managing a CRM, gift-wrapped in an exciting and intuitive user interface. Here, multiple teams across an organization can coordinate among each other
                                                                                                            • Subject: Urgent: Unrelated Email Automation Issue – Request for Immediate Resolution

                                                                                                              Dear Zoho One Support Team, We are currently facing a critical issue with email automation in our Zoho One account. Despite deleting the associated templates and workflows, the same email templates are still being sent to our customers. This has become
                                                                                                            • Presenting the brand new Zoho Bookings!

                                                                                                              Hello everyone, Greetings from Zoho Bookings! We're happy to announce a new version of our product with enhanced features to simplify scheduling, coupled with a sleek interface and improved privacy across teams. Here's what you can expect from the latest
                                                                                                            • Create Funnel to Track Email Outreach Conversion

                                                                                                              Hello, We would like to create a funnel that measures: N° of emails sent -> N° of emails opened -> N° of emails responded We would like to measure this email response conversion rate for each of our SDRs. We use the analytics tool of Zoho CRM and not
                                                                                                            • Zoho CRM - Analytics: How Can I Set Monday as First Day of The Week?

                                                                                                              Hello, In the analytics section of our Zoho CRM (not Zoho Analytics), we would like to track our SDRs' outreach activity. However, it appears that Zoho CRM treats Sunday as the first day of the week for the "This Week" and "Previous Week" filters. How
                                                                                                            • Next Page