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Installing the extension

To set up the integration, you will need a GitLab account with the necessary access, as well as Zoho Desk access with admin permissions. Additionally, a Client ID and Secret must be generated from the application configured in GitLab to complete the connection.

To install from Zoho Desk

1. Navigate to Setup > Integrations > Marketplace.
2. In the search bar, type 'GitLab'.
3. Select GitLab for Zoho Desk and click Install.
4. In General Settings, do the following:
5. Choose the Departments where the extension should be available.
6. Choose the Profiles who can access the extension.
7. Select I have read and agreed to the Terms of Use.
8. Click Install.
   You will be redirected to Authorization page.

To Authorize Services

1. Authorize Zoho Sigma Service
1. Click Authorize.
2. You will be redirected to the OAuth page.
3. Click Create to generate an OAuth client ID for integration.
4. Click Accept.
   
   
2. Authorize Zoho Desk Service
1. You will be redirected to the GitLab Extension page in Marketplace.
2. A notification will appear for Zoho OAuth connection. Click Authorize.
3. You will be directed to the Zoho OAuth page.
4. Click Connect > Select DRE IDC > Click Accept.
   
   
3. Authorize GitLab Service
1. Click Authorize for the GitLab connection.
2. You will be redirected to the GitLab connection confirmation page.
3. Click Connect again and this will redirect you to the GitLab login page.
4. Log in to GitLab.
5. Go to Profile > Preferences > Applications.
6. Click Add New Application.
7. Enter Application Name.
1. In Redirect URI, paste the URI provided in the extension’s client ID description.
2. Under Scopes, select API.
3. Click Save Application.
8. Copy and paste the generated details:
1. Copy the Application ID and paste it as Client ID.
2. Copy the Secret Key and paste it as Client Secret.
9. For Host Name, enter the GitLab domain (e.g., gitlab.com or your custom on-premise GitLab host).
10. Return to Zoho Desk and enter the credentials.
11. Click Authorize.
12. An in-app notification will appear "XYZ Application is requesting access to your account on gitlab.com/host name”.
13. Click Authorize XYZ.
    

Refer to the Create a User-owned Application in GitLab page to generate the Client ID and Client Secret in the GitLab service.

Mapping GitLab extension with Zoho desk to create and link issues

After the authorization, the user will be redirected to the preference section. GitLab projects need to be mapped with Zoho Desk departments to allow issue tracking and communication between the two platforms. 

Note:

The Hostname value entered in the GitLab Authorization page must match the value in the GitLab Domain field on the Preferences page.

If order to update the GitLab Hostname, first update it in the GitLab Connection and then in the Preferences page.

To map GitLab extension with zoho desk

1. Navigate to Setup > Integrations > Marketplace in Zoho Desk.
2. Select GitLab extension settings.
3. Click on the Preference
4. GitLab hostname mapping. For example, "xyz.com".
5. GitLab department mapping
1. The selected department in general settings will be prepopulated
2. Select GitLab project that needed to be mapped with the department.
6. Click Save
   

Status and comment sync between GitLab and Zoho Desk

There are four options in the extension settings. Enabling these will determine how updates are reflected in both tickets and GitLab issues.

The four options are:

1. In the Status Configuration section
1. Enabling the first toggle will add a comment to the linked GitLab issue whenever the status of a Zoho Desk ticket changes. For example, If an agent changes the ticket status to “On Hold,” a comment will be added to all GitLab issues linked with the ticket.
2. Enabling the second toggle will add a comment to all the linked Zoho Desk tickets whenever the status of a GitLab issue changes. For example, If a developer closes the GitLab issue, all linked tickets in Zoho Desk will get a comment about the closure.
2. In the Comment Configuration section
1. Enabling first toggle will add a comment to the linked GitLab issues whenever a comment is added to a Zoho Desk ticket. For example, If an agent adds “Customer requested update” comment in Zoho Desk, it will appear as a comment in  all GitLab issues linked with the ticket.
2. Enabling second toggle will add a comment to all the linked Zoho Desk tickets whenever a comment is added to a GitLab issue. For example, If a developer adds “Bug fix in progress” in GitLab, it will sync as a comment to all linked Zoho Desk tickets.
   

To configure the settings

1. Navigate to Setup > Integrations > Marketplace in Zoho Desk.
2. Select GitLab extension settings.
3. Click Preference, scroll down to the Configure actions.
4. In the Status Configuration section:
1. Enable Add a comment to the GitLab Issues when the status of the Zoho Desk Ticket changes toggle.
   
2. Enable Add a comment to all linked Zoho Desk Tickets when the status of the GitLab Issue changes toggle.
   
5. In the Comment Configuration section:
1. Enable Add a comment to the GitLab Issue when a comment is added to the Zoho Desk Ticket toggle.
   
2. Enable Add a comment to all linked Zoho Desk Tickets when a comment is added to the GitLab Issue toggle.
   

Commenting in tickets that reflect in GitLab Issues

Whenever a comment is added to a Zoho Desk ticket, the same comment will appear in the GitLab issue that is specifically linked to that ticket. For example, if an agent adds a comment in Zoho Desk stating “Waiting for customer confirmation”, the same comment will automatically be posted in the corresponding GitLab issue linked with that ticket as note.

To add comment

1. Navigate to the Tickets module.
   
2. Select the required department.
   
3. Open the ticket.
   
4. In the left-side panel, click the GitLab Issues () widget.
   
5. All associated GitLab issues for the ticket will be listed.
   
1. To add comment on all the linked GitLab issues
   
1. Click the comment icon ().
   
2. Type in the comment that needed to be added in all the linked GitLab issues.
   
3. Click Comment.
   
2. To add comment on only one specific GitLab issue
   
1. Click on any linked issue.
   
2. Click the comment icon ().
   
3. Type in the comment that needed to be added in the linked GitLab issue.
   
4. Click Comment.
   

Note:

• Both Private and Public comment can be added in the linked GitLab issues.
  

Associating ticket to an issue 

GitLab issues can be associated with Tickets either by creating a new issue in GitLab directly from a ticket, or the ticket can be linked to an existing issue.

To associate a ticket to an issue

1. Navigate to the Tickets module in Zoho Desk.
   
2. Select the required department.
   
3. Open the ticket that needed to be associated with an issue.
   
4. Click More Actions () in the top-right corner.
   
5. Select Create a GitLab Issue.
6. A panel for the GitLab extension will open on the right. Choose one of the following options:
1. To create a new GitLab issue - When creating a new issue, provide the following details:
1. Project - The GitLab project mapped to the selected department.
   
2. Issue Type - Select the type of issue.
   
3. Title - The ticket subject will be pre-filled as the issue title (you can edit it if needed).
   
4. Description - The ticket description will be pre-filled as the issue description.
   
5. Assignees - Select the agent who will resolve the issue.
   
6. Labels - Add existing labels to categorize the issue.
   
7. Milestone - Associate the issue with one of the defined milestones.
   
8. Due Date - Set a deadline for resolving the issue.
   
9. Click Create to generate the new issue and link it to the ticket.
   
2. To link a ticket with an existing issue:
   
1. Project - Select the mapped GitLab project.
   
2. Search By - Choose how you want to search (e.g., Issues, Tasks, or other entities).
   
3. Search - Enter the ID or issue title or keyword from the title to find the issue.
   
4. From the search results, select the desired issue
   
5. Click Link.
   

Disabling or deactivating the extension

1. Navigate to Setup > Integrations > Marketplace.
   
2. Click on the Installed extensions.
   
3. Select the GitLab for Zoho Desk.
   
4. Disable the toggle.
   
5. Confirm by clicking the Disable.