Dear Zoho Projects Team,
Greetings,
We would like to suggest a feature that would greatly enhance how we manage feature requests and bug reports submitted through the Zoho Desk to Zoho Projects integration.
Our support agents handle customer issues in Zoho Desk. When a bug or feature request is identified, they use the Zoho Desk → Zoho Projects integration to either file an issue or create a task in Zoho Projects.
However, agents may describe the same underlying issue using different language, titles, and descriptions. For example:
One agent may report: “Image is blurry when zoomed.”
Another may report: “Photo resolution too low to read.”
Both are reporting the same core problem, but the current system treats them as unrelated.
We are requesting the ability to automatically identify and group semantically similar issues and tasks, regardless of differences in wording.
Specifically:
Use AI/NLP (e.g., Zia GenAI technology) to analyze the semantic meaning of descriptions and titles.
Automatically tag or group related tasks/issues, even if created by different agents from different Desk tickets.
Allow project managers to view all related reports together, improving prioritization and reducing duplication.
Optionally, flag potential duplicates as agents create new tasks/issues, based on semantic similarity.
Add support for Hebrew language analysis to allow accurate results across multilingual teams.
Prevents duplicate effort across teams.
Makes it easier to track the frequency of recurring issues.
Improves cross-team collaboration between support and product/engineering.
Encourages adoption of Zoho Projects as our centralized product management tool (instead of using Jira).
This enhancement would make the Zoho Desk–Projects integration significantly more powerful by enabling better handling of feedback and issues coming from our support pipeline. We believe this would be a key differentiator for Zoho Projects and a strong incentive to manage our full development lifecycle within Zoho.
Thank you for considering this request.
We appreciate your continued improvements and innovation.
Best regards,
Ram