Hey guys,

We use Zoho Desk and CRM. Desk is for the Operations team to handle client requests and on the other hand we manage behind the scenes improvements for them that we want to keep track of. These are much like the epics in Jira. To keep them internal only, we have another department for this purpose. We are new with Desk and I really struggle to find a usable Desk configuration for this.

In the best case I can have an epic which describes the main behind the scene item and then a case per client, so that it is visible in the CRM for the other teams too. Then I can track the progress and have some expectations on when we'll be ready. However, no such thing like the "epic" in Zoho Desk. No way to make a "parent case". I then thought of adding a label to each case, but the labels are not visible in neither view (classic, table or comfortable). It is important to have these cases visible among the other, so that the team can prioritise both types of work - internal and client created. 

I'd be happy to hear any ideas.

Pavel