Tip #27: Zoho Sprints integrates with Zoho Desk

 

We are happy to announce that Zoho Sprints now integrates with Zoho Desk. Wondering how a customer service product works with an agile tool? Let's see how Helen solves her customer service problem using this integration. 

 

Helen works as the customer support manager and operates Zoho Desk to manage all customer queries by creating and organizing tickets. She runs a team of 20, who manage all the support tickets using Zoho Desk. 

 

Helen's problem

 

As new requests pile up and features increase, Helen finds it difficult to manage and resolve all the tickets on time. She looks out for a one-stop solution that combines the following:

• Managing customer details, tickets, other activities in Zoho Desk. 
  
• Organizing feature-based tickets and managing them using an iterative model.
  
• Filing issues as bugs and tracking status of the bugs.
  

 

The solution

 

Helen finds an alternative that helps her fix the above problems. She now integrates Zoho Desk with the agile tool Zoho Sprints. This integration will help her team to:

• Add tickets in Zoho Desk as work items in Zoho Sprints. 
  

• Create feature specific sprints and add the relevant tickets to these sprints.
  
• Organize and run these sprints within a specific time frame (4/8 weeks).
  
• Add tickets in Zoho Desk as bugs in Zoho Sprints. 
  
• Add comments and attachments to the bugs. (This will reflect in the ticket details in Zoho Desk)  
  

How are the tickets addressed?

 

The development team uses Zoho Sprints to manage work. When these tickets are added as work items in Zoho Sprints, the team can create feature specific sprints and move the relevant tickets. Developers are assigned to these tickets and the progress of the work item (ticket) can be tracked from the Sprint Dashboard. The assignees can debug issues, add comments and attachments to these work items. The details are synced with Zoho Desk. 

 

Helen can now organize and manage her customer support tickets in both the applications. 

 

Refer our help document, try out this integration, and comment your feedback or queries below. 

• Topic Participants

• monica

  

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