Benefits of the integration 

1. Collaboration - The work items in the Azure DevOps and Desk help the team actively track and collaborate on the updates, avoiding back and forth communication over chat or email.
   
2. Process optimization - The development team can optimize their entire process when a new work item is created. The necessary process of understanding the feature requirement, coding, testing internally, sharing it with the QA team for testing, and pushing the feature live could all be defined as a process in Azure DevOps to avoid manual intervention. The status of the work item is also displayed in Desk in the related ticket. 
   
3. Visibility - By creating a project in Azure DevOps and linking it with the required departments in Zoho Desk, agents can get a clear visibility on the assignee details, status of each work item, and they can reassign the tasks based on the load of the team members and the criticality of the feature. 
   
4. Efficiency - The team can prioritize the feature requests in Azure DevOps based on the severity of the request. The updates made in Azure DevOps are pushed to Zoho Desk and vice versa, helping the other teams to act on their work items efficiently.
   

Permission Required
Users who have permission to manage Marketplace can configure Azure DevOps integration.

Integrating Desk with Azure DevOps 

1. Defining the general settings - In the General Settings page of the extension, the admin can define the Departments and Profiles whose agents can access the extension. For example, if you want only the customer support team, product management, and the sales teams to have access to Azure DevOps, you can select these departments from Zoho Desk. You can specify which agent profiles are permitted to access the Azure projects.
   
2. Connections - The admin must authorize the connections to activate the extension. Zoho OAuth must be authorized to enable the connection with the extension. If the OAuth connection is revoked then the Azure DevOps Integration will not work. 
   
3. Setting the preferences - The admin must select an Azure DevOps account and link it with the Zoho Desk account. If the Desk account has multiple departments, then each department must be mapped with the projects in the Azure. 
   

Note: One department can be mapped with multiple projects and vice versa. 

1. Log in to your Zoho Desk account.
   
2. Navigate to Setup > Marketplace > All.
   
3. Search for and select the Azure DevOps extension, then click Install.
   
4. Select the General Settings tab and select the Profiles and Departments whose agents can access the extension in Zoho Desk.
   
5. Agree to the Terms and Conditions and click Install.
   The extension will be installed for the specified profiles and departments.
   
6. Click Authorize in the pop-up window to activate the extension.
   
7. Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
   
8. Select the Preference tab. Select an org-account from the drop-down.
   
9. Select the Azure projects to be mapped with the enabled departments.
   The departments selected in the General Settings tab are displayed under the Zoho Desk department, and it will be enabled. 
10. Select the fields that should be displayed and mapped while creating a work item from Desk.
    For example, if you want the subject of a ticket to be the title of the work item, select the fields from the Azure DevOps and Zoho Desk field drop-down. 
    

Creating and linking Azure work item type from within the ticket

Note:

1. The Create work item option will be displayed under the More icon () to create a new work item type for a ticket or link an existing work item type with the ticket.
   
2. A maximum of 10 cards can be created for a ticket.
   

1. Click Tickets from the menu bar and open a ticket.
   
2. In the Ticket detail page, click the More icon () and click Create Azure Work item.
   
3. From the right pane, select a project and work item type.
   By default, the title and description fields are auto populated from the ticket. However, the information can be edited, if required. 
   
4. Click Save.
   

1. Click Tickets from the menu bar and open a ticket.
   
2. In the Ticket detail page, click the More icon () and click Existing work item.
   
3. Select a project and search for the work item id. 
   
4. Select the required work item.
   
5. Click Link.
   

Viewing the work item details within tickets

Once the work item is created/linked, details such as title, description, status, work item id, assignee name, and other fields configured are displayed on the ticket detail page.

Delinking a work item from the ticket

1. Click Tickets from the menu bar and open a ticket.
   
2. Click the Azure DevOps icon from the left panel and click the linked work item.
   
3. Click Delink. 
   
4. In the alert popup, click Delink.
   

Uninstalling the integration

1. Navigate to Setup > Marketplace > All > Installed Extensions. 
   
2. Select Azure DevOps from the list of extensions.
   
3. Click the More icon ()  in the top-right corner, then click Uninstall Extension. Click Confirm to uninstall the extension.