Account owner wants to be proactively updated on tickets for accounts they own
Hi
Our account owners want to be alerted to any updates in tickets for all accounts they own. We have Zoho Desk and CRM integrated in Zoho One and all support tickets are held in Desk and are handled by support staff (i.e. not the account owner). I can create workflows to notify the ticket owner of any changes to tickets. I can create workflows to notify the account owner of their accounts. What Desk doesn't appear to let me do is to create a workflow to notify the account owner of any ticket updates.
If you have any ideas on how to get around this, please do share. In the meantime, I have passed account owners the option of using the "Follow" feature. It's not ideal but it goes some way to addressing the problem.
Thank you.
Topic Participants
Andrea Davies
Michael Trow
Ishwarya SG
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