Transforming Service Operations with an Integrated Ticket-to-Project Management System

Overview: Implemented an integrated workflow management system that transforms client tickets into actionable projects with associated tasks. This solution connects Zoho Desk, Zoho Projects, and Zoho CRM through a custom portal, providing role-based access for stakeholders and ensuring seamless communication throughout the project lifecycle.

Business Challenge

• Disconnected Systems: No automated flow from ticket creation to project implementation
• Limited Visibility: Stakeholders lacked centralized access to tickets and projects
• Role-Based Access Issues: Difficulty managing different permission levels for managers and consultants
• Inefficient Communication: Manual notifications and updates across platforms
• Documentation Silos: Attachments and comments spread across multiple systems

Use Case Overview: End-to-End Ticket-to-Project Management with Portal

To solve these challenges, an integrated portal solution was developed that:

• Synchronizes ticket data between Zoho Desk and the portal
• Converts approved tickets into projects and tasks in Zoho Projects
• Provides role-based access for managers and consultants
• Enables document attachment and comment synchronization
• Delivers automated notifications for status changes and updates

Workflow Journey:

1. Ticket Creation in Portal/Zoho Desk
2. Ticket Approval and Project Creation
3. Task Assignment and Management
4. Document and Comment Synchronization
5. Notification System
6. Role-Based Access Control

Solution Architecture

Step 1: Contact Management & Role Assignment (Zoho CRM)

• Contacts are created in Zoho CRM by administrators
• Each contact is assigned a specific role:
  • Manager: Can access all tickets and projects under their company
  • Consultant: Can only access tickets and projects assigned to them
• Contact information and role details are synchronized with the portal

Step 2: Ticket Management System

• Tickets can be created through two interfaces:
  • Directly through the portal by clients
  • Within Zoho Desk by staff
• All tickets are synchronized between Zoho Desk and the portal
• Clients can reply to tickets and add comments through the portal
• Ticket status updates are reflected in real-time across both systems

Step 3: Ticket-to-Project Conversion

• When a ticket is approved in Zoho Desk:
  • System automatically creates a new project in Zoho Projects
  • Project is linked to the originating ticket for traceability
  • Initial tasks are generated based on ticket requirements
  • Project creation triggers notifications to relevant stakeholders

Step 4: Project and Task Management

• The portal displays:
  • All projects derived from approved tickets
  • Tasks associated with each project
  • Overall project status and progress
• Tasks can be viewed and tracked through the portal interface
• Project timelines, milestones, and dependencies are visible to authorized users

Step 5: Document and Comment Synchronization

• Documents can be attached to:
  • Tickets in Zoho Desk
  • Projects and tasks in Zoho Projects
  • Portal interface elements
• All attachments are synchronized across systems
• Comments added in Zoho Projects are displayed in the portal
• Comments added in the portal are synchronized to Zoho Projects
• Full audit trail of all documentation and communication is maintained

Step 6: Notification System

• Automated email notifications are sent when:
  • Ticket status changes
  • Documents are attached
  • Comments are added
  • Projects are created or updated
  • Tasks are assigned or modified
• Notifications are role-based and targeted to relevant stakeholders

Step 7: Role-Based Access Control

• Manager Role:
  • Access to all tickets and projects under their company
  • Comprehensive reporting and overview capabilities
  • Ability to assign tasks and modify project parameters
• Consultant Role:
  • Access limited to assigned tickets and projects
  • Task management and update capabilities
  • Communication tools for client interaction

Step 8: Complete Workflow Overview

1. Contact Creation – New contacts added in Zoho CRM with role assignment
2. Ticket Creation – Tickets raised through portal or Zoho Desk
3. Ticket Processing – Review, communication, and approval in Zoho Desk
4. Project Generation – Approved tickets converted to Zoho Projects
5. Task Assignment – Project tasks created and assigned to team members
6. Documentation – Attachments and comments synchronized across systems
7. Progress Tracking – Status updates reflected in real-time
8. Notification – Automated alerts for all significant system events

Conclusion

By integrating Zoho Desk, Zoho Projects, and Zoho CRM through a custom portal, Created a seamless workflow from ticket creation to project completion. The solution improves transparency, enhances communication, and ensures appropriate access control based on user roles.

This comprehensive approach streamlines operations, reduces manual interventions, and provides clients with better visibility into their service requests, ultimately improving client satisfaction and operational efficiency.