Setting up Zoho Projects Integration
Encourage collaboration between your customer support and product teams by integrating with Zoho Projects. The integration enables you to automatically create tasks and submit issues in Zoho Projects from inside support tickets. For example, if your customers raise issues over tickets, agents can instantly create and submit a task associated with those customers from within Zoho Desk. They can easily see the number of tasks associated with a ticket and track their status in real-time.
Permission Required Users with the Support Administrator profile permission can access this feature.
Check Feature Availability and Limits
Features
Integrating with Zoho Projects brings with it the below features to deliver a great customer experience:
- Create tasks and submit issues for tickets to the relevant product team by mapping departments to related projects.
- Sync key task information such as subject, description, and due date in real-time.
- Agents and engineers can collaborate over comments inside tasks and issues.
- See issue details like assignee, status, and due date from inside a ticket.
- Access the linked ticket from inside an issue in Zoho Projects.
- Delink tasks and issues from their connected tickets in Zoho Desk.
Configuring Zoho Projects Integration
Configuring the Zoho Projects integration can be split into 2 steps.
Step 1 - Authorizing your own portal
Follow the steps below if you are a Zoho Desk administrator and have Zoho Projects administrative privileges.
- Log in to your Zoho Desk account with Administrator privileges.
- Click the Setup icon (
) in the top bar.
- Click Zoho under the Marketplace menu.
- On the Zoho page, click Zoho Projects.
Make sure that you have subscribed to one of the paid plans of Zoho Desk. - On the Zoho Projects page, click Integrate.
The Zoho Projects Portals linked to your email address are listed.Info:In Zoho Projects, a portal is a central place where all projects can be managed and accessed.You can configure one portal from Zoho Projects in this integration. - Select the Portal with which you want to integrate from the drop-down menu.
- Click Authorize.
- Once approved, the Configuration tab will be displayed.
- The Zoho Projects account is authenticated, and you can proceed to Step 2.
Step 2 - Configuring Projects and Modules
The next step is to map projects with departments and select the modules to be integrated with Zoho Desk.
- Under the Configuration tab, do the following:
- Map the departments with the related projects in Zoho Projects.
On integration, all tasks and issues created in the department will be pushed inside one of their mapped projects and managed from within Zoho Projects. - Under "Zoho Projects Modules", select the check-box corresponding to Issues if you'd like to submit tickets as issues and track them from inside tickets.
Tasks will be pre-selected and cannot be unchecked.
Note: This section will not be available if you have configured the Zoho BugTracker integration for Zoho Desk. - Click Save.
- If you'd selected Issues, you could choose the events you would like to be notified of and select how to sync comments between tickets and issues.
Under the "Configure Actions - Issues," turn on or off the toggle switch to customize notifications and comment actions between your connected accounts. - Your selection will be saved instantaneously.
Notes:
- The following Zoho Desk tasks fields are pre-mapped and synchronized with the corresponding Project fields:Zoho DeskZoho ProjectsSubjectNameDescriptionDescriptionDue DateDue Date
- Comments left in a Zoho Desk task gets added to its mapped task in Zoho Projects and vice versa.
Disabling Integration
You can disable Zoho Projects integration at any time. On disabling, all previously configured settings will be preserved for the sake of convenience.
To disable Zoho Projects integration:
- Log in to Zoho Desk with administrative privileges.
- Go to Setup > Marketplace > Zoho > Zoho Projects.
- On the Zoho Projects page, toggle off the enable/disable switch at the top of the page.
- In the Confirmation dialog box, click Disable.
- The Zoho Projects integration is disabled in your help desk.
Deleting Integration
As an administrator of Zoho Desk, you can delete Zoho Projects integration at any time. On deleting:
- All tasks and issues added to Zoho Projects will be disassociated from your Zoho Desk.
- You will no longer be able to create tasks and submit issues from inside tickets.
To delete Zoho Projects integration:
- Log in to Zoho Desk with administrative privileges.
- Go to Setup > Marketplace > Zoho > Zoho Projects.
- On the Zoho Projects page, click the More icon (
) in the upper-right side of the Integration page.
- Click Delete Integration from the menu.
- In the Confirmation dialog box, click Delete.
- The Zoho Projects integration is deleted in your help desk.
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