Zoho Desk Integration
- This integration requires users to purchase Standard or above plans of Zoho Desk and the Enterprise plan of Zoho Projects.
- Activate Zoho Projects integration under Setup > Marketplace > Zoho in Zoho Desk.
- You must be the Portal Owner in Zoho Projects and an Admin in Zoho Desk.
Integrate Zoho Projects with Zoho Desk
To integrate Zoho Projects with Desk:
- Login to Zoho Desk (http://www.zoho.com/desk/) as an Administrator.
- Click Setup.
- Click Zoho (listed under Marketplace).
- Select Zoho Projects and then click Integrate.
- Select your Zoho Projects portal and then click Authorize.
- Map your Zoho Desk departments with projects.
- Select the Issue module under Zoho Projects Module field and then click Save.
- You can map a department in Zoho Desk to a related project in Zoho Project to route tasks and issues. You can associate a department with multiple projects.
Add Tasks from Zoho Desk
Login to Zoho Desk.
Click on a support ticket to view its details.
Click
and then click Create Task.
Find the relevant Project and enter the task details.
Click Submit to add the support request as a new task in the selected project in Zoho Projects.
Click a task to view the ticket details. Click on the Desk icon to view details of the ticket.
Tasks added from Desk can be accessed from the predefined task views.
File Issues from Zoho Desk
To report issues from Zoho Desk:
- Login to Zoho Desk.
- Click on a support ticket to view its details.
- Click
and then click File an Issue. - In File an Issue, you can find the relevant Project and Issue Title pre-selected.
- Click Submit to file the support request as an issue in the selected project in Zoho Projects.
- Click on an issue to view the ticket details. You can use the navigation icons to scroll through the tickets.
- Issue Information section displays more information about the issue in Zoho Desk.
- Support tickets can be delinked from the issue by clicking the Delink Bug option from the details page in Zoho Desk.
- You can set business rules for issues reported from Zoho Desk using Update Zoho Desk option in Issue Tracker.
- Issues reported from Zoho Desk are exclusively displayed in Issues from Zoho Desk option in the Predefined Views in Issue Tracker.
- Any response to the support tickets will be pushed to Feeds immediately. Click on Desk icon to view details. Click on individual ticket to view details in Zoho Desk.
- The update will show up on the Notifications tab as and when there is a reply to a support ticket.
- Comments are synced between Zoho Desk and Zoho Projects. When the support team comments on a ticket, the corresponding issue and the feed is updated. The other tickets linked to the same issue will not be updated.
- If a user comments on an issue, all the tickets linked to it will be updated with the comment.
- Comment attachments are synced between the issue and the ticket. Attachment added to comment of a ticket will be synced with the issue and not with other tickets.
- View ticket ID when comments from Zoho Desk are pushed to Zoho Projects.
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