Automatically Update Ticket Status in Zoho Desk Based on Actions in Zoho Projects

Automatically Update Ticket Status in Zoho Desk Based on Actions in Zoho Projects

Hi Zoho Desk Team,
Hope you’re doing well.

We’re using the Zoho Desk–Zoho Projects integration to manage tasks related to customer tickets, and it works well for linking and tracking progress. However, there are a few important automation capabilities missing that would make the integration much more powerful and efficient:

  1. Update Ticket Status When Task Is Marked as Done in Zoho Projects:

    Currently, when a task linked to a ticket is moved to Done (or any other status) in Zoho Projects, the ticket status in Zoho Desk does not automatically update.

    It would be very helpful if we could configure automation rules that automatically change the ticket status in Desk when the corresponding task status in Projects is updated.

    For example: When the task is marked Done, automatically set the linked ticket to Resolved or Closed or When a task is moved to In Progress, update the ticket status accordingly.

  2. Add a Note When a Comment Is Added in Zoho Projects

    Similarly, we would like to trigger ticket updates when a comment is added to the linked task in Zoho Projects.

    This would make communication between project and support teams much smoother - for instance, automatically adding a private note to the ticket or updating its status when a project comment is posted.

These enhancements would help ensure that tickets and tasks remain fully synchronized across both platforms, minimizing manual updates and improving collaboration between customer support and project management teams.

Thank you very much for considering this request.

Best regards,
Ram


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