Knowledge Base Zoho Desk For Administrators Integrations and Add-ons

            Configuring Zoho BugTracker Integration

            Efficient issue management is the key to the success of any engineering team. In fact, your customers expect a lot from the software you develop, and they provide the best possible feedback. Unless the bugs (read feedback) are resolved and managed efficiently, customer happiness takes a hit. A Bug Tracking Software such as Zoho BugTracker comes to the rescue. With several tools to resolve bugs, track progress and administer workflows, Zoho BugTracker is a perfect service to manage your bugs. You will be able to provide better customer service by extending an opportunity for customers to report bugs to your engineering team.

            Support teams can quickly submit customer tickets as bugs in the Zoho BugTracker. Once submitted, your agents can track the real-time status of the bugs and collaborate with your engineers—all from within Zoho Desk. Also, your engineers can have a complete view of customer conversations related to a bug. They can collaborate with your support team to resolve issues—without having to leave Zoho BugTracker.

            Prerequisites
            1. Zoho Desk - Enterprise Edition
            2. Zoho BugTracker - Enterprise Edition (or)
            3. Zoho Projects - Enterprise Edition w/ BugTracker Add-on

            Getting ZSC Key
            The first step in Zoho BugTracker Integration is to configure the portal using the ZSC Key generated in Zoho Projects/BugTracker.  The Zoho Service Communication Key (ZSC) enables to fetch data stored in Zoho Desk from other Zoho services.
            To get the ZSC Key:
            1. Log in to your Zoho Projects account with Administrator privileges.
            2. Click the Setup icon and then navigate to Developer Space > ZSC Key.
            3. The ZSC Key and the Email ID are displayed under the ZSC Key section.
            4. Copy the email ID and the associated key to integrate Zoho BugTracker with Zoho Desk.

            Configuring Zoho BugTracker Integration
            You must now configure the Zoho BugTracker integration to file bugs from Zoho Desk.
            To configure the integration in Zoho Desk:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Integrations under Others.
            3. In the Integrations page, click Zoho BugTracker Integration.
              Make sure that your BugTracker portal is in the Enterprise edition.
            4. In the Zoho BugTracker Integration page, click Activate BugTracker Integration.
            5. Under the Authentication Details section, specify the Zoho BugTracker Administrator's Email and the ZSC key.



            6. Click Next.
            7. Under the Bug Tracker to Zoho Desk Mapping section, do the following:
              • Choose the Bug Tracker Portal from the drop-down list.
                (a) The departments that were created in your help desk and, (b) The projects that are available in the portal will be listed in the drop-down menus.
              • Map the departments to their related projects in Zoho BugTracker.
                You cannot associate a department to more than one project.
            8. Click Save.

            Editing BugTracker Portal
            You can change the BugTracker portal that was integrated with Zoho Desk as and when required. 
            To change the portal:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Integrations under Others.
            3. In the Integrations page, click Zoho BugTracker Integration.
            4. In the Zoho BugTracker Integration page, click Change Portal.
            5. Specify the Administrator's Email and the ZSC key for the new BugTracker portal.
            6. Click Next.
            7. Map the Zoho Desk departments with the appropriate projects in the new portal.
            8. Click Save.

            Changing Department—Project Mapping
            You can unmap or swap the department—project mapping as per your convenience in Zoho Desk.
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Integrations under Others.
            3. In the Integrations page, click Zoho BugTracker Integration.
            4. In the Zoho BugTracker Integration page, click Change Mapping.
            5. Map the departments with their relevant projects in Zoho BugTracker.
            6. Click Save.




            Also Read:      Filing Tickets as Bugs
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