Link a ticket to a (SLA) contract

Hello !

I'm currently trying Zoho Desk to see if it could fits my company's needs and I'm looking to reproduce a scenario from my current ticket software. Here is what I would like to do :

In my company, we are mostly selling maintenance contracts. These contracts have 3 major information : what product(s) are covered by the contract, how much time will we working on problems and when does the contract will expire.

Here is an example : The company X buy a contract of 8 hours of maintenance for their printer for one year. Meaning when someone from company X calls us for a printer problem and we spend 1 hour fixing it then there will be 7 hours remaining on their contract. Then, 2 different things can end the contract : The time remaining get the 0 and then the contract is expired or there has been a year since the start of the contract and it expires too.

In Zoho Desk, I succeeded to recreate that "contract" definition. I use the SLA contract (without using the SLA part) and I added a custom field that is linked to the time management part of the ticket so that when a ticket is closed the time remaining is automatically decreased by a custom function.

Until then, everything is fine. The problem comes when the company has 2 or more contracts because I am unable to set in the ticket which contract I want the time to be decreased. I tried these different approaches :

Set a product in the contract and in the ticket so that in my custom function I can say "get the contract where the product is matching the ticket's product". But it is not really working fine because of the number of different product I would have to add in Zoho (because you can only set one product on a ticket or contract so I would have, let's imagine, one product printer, one product Windows, one product Printer+Windows and so on with all my product).

Set a custom field in the ticket to set an identifier of the corresponding contract (like an ID or a name) but... without having a list of all the contract, that's pretty much impossible to have an identifier that can be remembered by our agents.

Try to map it with Zoho Subscriptions. But the Subscriptions tab in Desk just shows the different contracts and I can't selecting one of them to do something in it.

So here is my question : does someone have a clue on the way to link a specific contract to a ticket so that I can do something on it with a custom function?

Thank you very much for your help and sorry for the very long post.

Gauthier

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