In a typical software company, the development team works alongside other teams such as marketing, product management, and design, each performing a variety of unique tasks that help build a product.
When customers use the product, they often provide valuable feedback about their experience. However, they may not have enough coding knowledge to modify the apps they use. Engineers, on the other hand, are equipped to build and code software. This creates a gap between the people who build the software, and those who actually use it.
In most organizations, it's the customer service team that bridges this gap. Support agents receive feature requests, UI feedback, bug reports, and other improvements directly from customers. They loop in engineers, who try to fix these problems. As processes get more complex, agents don't get the full context, and the need for direct communication between customers and engineers becomes apparent.
That's why we've developed the Zoho Sprints integration. With Zoho Desk and Zoho Sprints, your agile project management software, you can open up the lines of communication and give your engineers valuable contextual information that your help desk receives in order to help them build a better product.
Keep a closed feedback loop
Agents can report bugs and feature suggestions and create tasks, all from within Zoho Desk. The submission is associated with the submitted ticket, making it easier to track and follow up after resolution.
Collaborate with context
Designers, engineers, and customer support agents can leave comments on either Zoho Sprints or Zoho Desk, and view or respond using either platform. The tools you choose to use no longer impede the flow of ideas, innovations, and debates.
No cracks to fall through
Agents can view all the bug's details from Zoho Sprints from within each ticket in Zoho Desk. Your engineering team can also easily glean ticket context from Zoho Desk and use it to fix bugs more efficiently.
With Zoho Desk, you can now bring your developers closer to your customers and their needs, building better products in the process.
Enable the integration between your Zoho Desk and Zoho Sprints portals Report bugs based on tickets you receive within Zoho Desk View all bug details within your Zoho Sprints UI
Try it out today and let us know what you think! To get started, download the extension here
As always, happy ticketing!
Team Zoho Desk