Hello Zoho Community,
I am seeking advice on the best approach to create a ticket management system tailored for our external installers. We are a manufacturing company specializing in kitchen and bathroom cabinets, and our external installers use a Zoho Forms-based form to report issues such as missing or damaged parts.
Current Workflow:
- The form includes a lookup field to select the project related to the request.
- A subform is used to specify the issue, including additional details.
- Installers can upload photos of the issue directly via the form.
Challenges with Zoho Forms:
While Forms is straightforward for submissions, it lacks key features we need:
- Ticket Dashboard: We need a dashboard to track tickets, monitor processing times, and gain insights.
- Ticket Updates: Installers need the ability to update ticket statuses, and we require an audit trail of who made each change.
Exploring Zoho Desk:
I considered using Zoho Desk, but we already have a department for customer support. If I create a new department for installers, users would be prompted to choose between departments when submitting a ticket.
- Question 1: Is it possible to restrict a department to specific users (e.g., installers only) so that customers don't see it in the portal? Ideally, I want the displayed department to depend on the user role or type without allowing the user to choose.
Exploring Zoho Creator:
Zoho Creator seemed promising, but the file upload field only allows uploading one photo per entry. This is a limitation compared to Zoho Forms and Desk, where multiple photos can be uploaded.
Key Requirements:
- A ticket submission form that supports multiple photo uploads.
- A dashboard for tracking ticket status, processing times, and other key metrics.
- Ability for installers to update ticket statuses with a traceable audit log.
- User-based visibility for specific functionalities (e.g., department selection or access).
I am at a crossroads and would appreciate your guidance on which Zoho application (or combination of applications) would best suit these requirements.
Thank you in advance for your insights and suggestions!
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