Zoho Support Integration

Zoho Support Integration

If you use Enterprise plans of Zoho Support and Zoho BugTracker add-on within Zoho Projects, you can log bugs in Support and track their progress from Projects.
 
Once a ticket is logged in Zoho Support, the support rep can file it as a bug. The bug will now show up in the corresponding BugTracker module of Zoho Projects.
 
Integration:
 
As a Portal owner, you can integrate Zoho Support with Zoho Projects. Navigate to Portal Settings in Projects and note the ZSC Key and email ID from Developers Space. These are used to authenticate Zoho Projects inside Zoho Support.
 
  1. Navigate to Setup>Others>Integrations in Zoho Support.

  2. Select Zoho Bug Tracker Integration and enter the email ID and ZSC Key in the Authentication Details.

  3. Click Next and you will be asked to select the Project Portal, Department and a default project (you can select a different project when filing a bug).
  4. Click Save and you are ready to add bugs from Zoho Support.

Real Time Communication
 
The integration goes beyond just submitting bugs from one application to another. Communication is the key and both parties need to keep each other posted on the progress or any development related to the bug.
 

  • Files available when filing a bug are updated in BugTracker automatically.

  • When the developer updates the status in BugTracker, the corresponding ticket is updated. This way the support rep can keep track of the progress.

  • Additional information can be added through comments either by the support rep or the developer and the feeds are updated in real time.

  • Once the developer marks the bug as resolved, the support rep is immediately notified and he can update the client and close the corresponding ticket.
You can visit the user guide for more information.

Try out the features and let us know what you think in the comments below.

Regards,
Chaitanya