Tip #25: Updating Tickets in Desk from Zoho Projects
Customers submitting tickets in Zoho Desk often wonder about its status. Support executives convert the ticket to a bug and it's filed in Zoho Projects. But what next? How do you inform the status to customers or notify them that the bug has been resolved? Business Rules can be used to solve this problem. A Business Rule performs a necessary action when the specific criteria is met.
To inform the customer that a ticket has been resolved, a notification can be sent to the user when the bug is closed. Let's quickly run through this scenario.
1. Create a new business rule "Update Support Ticket" to be executed when an issue is created or updated.
2. Set criteria to match the status of the issue to 'Closed'.
3. Set action to 'Update Support Fields'. Mark the ticket as closed and add comments to it.
The support ticket in Zoho Desk is updated automatically when this business rule is triggered. Learn more about business rules.