Zoho Desk Integration | Online Help | Zoho BugTracker

Zoho Desk Integration

Zoho Desk integration with Zoho BugTracker allows you to submit tickets as bugs from Zoho Desk.

Prerequisite:
  1. Subscribe to the Premium plan of Zoho BugTracker and a paid plan of Zoho Desk.
  2. Activate Zoho BugTracker integration under Setup > Marketplace > Zoho in Zoho Desk.
  3. You must be the Portal Owner in Zoho BugTracker and an Admin in Zoho Desk.

Integrate Zoho BugTracker with Zoho Desk

  1. Login to Zoho Desk (http://www.zoho.com/desk/) as an Administrator.
  2. Click Setup.
  3. Click Zoho (listed under Marketplace).
  4. Select Zoho BugTracker and then click Integrate.
  5. Enter the email address of the Zoho BugTracker admin
  6. Enter the ZSC key and then click Authenticate. Click here to learn more about ZSC Key.

  7. Map your Zoho Desk departments with projects.
  8. Select the Bug module under Zoho BugTracker Module field and then click Save.
    1. You can map a department in Zoho Desk to a related project in Zoho BugTracker to route bugs. You can associate a department with multiple projects.

File Bugs from Zoho Desk

Once you have integrated Zoho BugTracker and Zoho Desk, you can start filing bugs.
  1. Login to Zoho Desk.
  2. Click on a support ticket to view its details.
  3. Click and then click File a Bug.

  4. In File a Bug, you can find the relevant Project and Bug Title pre-selected. User can change the project and bug title in this screen.

  5. Click Submit to file the support request as a bug in the selected project in Zoho BugTracker.
  6. Click on a bug to view the ticket details. You can use the navigation icons to scroll through the tickets.
  1. Bug Information section displays more information about the bug in Zoho Desk.
  2. Support tickets can be de-linked from the bug by clicking the Delink Bug option from the details page in Zoho Desk.
  3. You can set business rules for bugs reported from Zoho Desk using Update Zoho Desk option in Bug Tracker.
  4. Bugs reported from Zoho Desk are exclusively displayed in Bugs from Zoho Desk option in the Predefined Views in Bug Tracker.
  5. Any response to the support tickets will be pushed to Feeds immediately. Click on the Desk icon to view details. Click on an individual ticket to view details in Zoho Desk. Update will also be pushed to the notifications tab.

Comments Sync Between Desk and BugTracker

Comments are automatically synced between Zoho Desk and Zoho BugTracker.
  1. When the support team comments on a ticket, the corresponding bug and the feed is updated. Other tickets linked to the same bug will not be updated.
  2. If a user comments on a bug, all the tickets linked to it will be updated with the comment.
  3. Attachments in comments are synced between the bug and the ticket. Attachment s added to comment of a ticket will be synced with the bug and not with other tickets.
  4. View ticket ID when comments from Zoho Desk are pushed to Zoho BugTracker.
  5. Click on the Desk icon to view ticket details.


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