Hi Desk Team,

It is common to request more information from end-users.

Using forms is a great way to ensure all the required information is collected.

It would be great if there were an "upsert" option on the Zoho Form -> Zoho Desk integration which would allow for tickets to be updated from a form, rather than just creating a new ticket.

It would also be very helpful if images on Zoho Forms could be mapped as attachemnts or inline images in comments.

To summarise my request, I would like to request a feature where agents can include form links in replies to end-users which would allow them to collect information and images in a strucutred way.

Another otpion is to collect the information through a Guided Converstaion, but I'm advised that there is no way to include a ticket number as a parameter in the URL. The end user would need to know their ticket number and this is the friction I am trying to avoid.

Thanks for considering my feedback.