Hi Zoho Team,
We would like to request an enhancement to how Zoho Quartz recordings integrate with Zoho Support tickets.

Current Behavior:
At the moment, each Quartz recording automatically creates a new support ticket.

However, in many real-world scenarios:

• Support asks us to provide additional recordings for the same issue

• We need to share the result of a follow-up test

• We want to add more context to an already open ticket

In all these cases, Quartz still creates a new ticket, even though the recording belongs to an existing one.

Problems This Creates:

• Unnecessary ticket clutter for both customers and Zoho Support

• Loss of context, as related recordings are spread across multiple tickets

• Extra manual work to explain that several tickets actually refer to the same issue

• Slower support resolution due to fragmented information

Requested Enhancement:
When submitting a Quartz recording, please add an option to:

• Create a new support ticket, or Attach the recording to an existing ticket (by selecting or entering a Ticket ID)

Benefits:

• Cleaner and more organized ticket management

• Better context for support engineers

• Faster issue resolution

• Improved user and support experience

• Reduced noise and duplication in the support system

This flexibility would make Quartz significantly more practical for real support workflows.

Thank you for considering this request.

Kind regards,
Ram