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 - Standard, Professional or 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. Click Zoho under the Marketplace menu.
   
3. On the Zoho page, click Zoho BugTracker.
   Make sure that your BugTracker portal is in the Enterprise edition.
4. On the Zoho BugTracker page, click Integrate.
   
5. Under the Configuration section, paste the Zoho BugTracker Administrator Email Address and the ZSC key.
   
6. Click Authenticate.
   The Zoho BugTracker portal will be integrated with Zoho Desk.
   
   
   
   
7. Now, map departments within Zoho Desk to related projects in Zoho BugTracker.
   By default, your departments are mapped to all of your projects.
8. Select or deselect projects as desired.
   
9. If you do not want to submit bugs from a department, set its toggle to OFF.
   
10. Click Save.
    

You can modify the mapping by selecting Edit.

Comments and Notifications

Comments are synced between Zoho Desk and Zoho BugTracker. When the engineering team comments on a bug, the corresponding ticket in Zoho Desk is updated and vice versa. You can also receive status updates as comments – across both the applications. These notifications can be customized under Configure Actions section of the integration page. Simply click the toggle button on or off next to each notification. This ensures that you only receive comments and notifications for the options that are toggled on.

Deleting BugTracker Integration

You can delete the integration or change the BugTracker portal that was integrated with Zoho Desk as and when required. 

To delete the integration:

1. Click the Setup icon (  ) in the top bar.
   
2. Click Zoho under the Marketplace menu.
   
3. On the Zoho page, click Zoho BugTracker.
   
4. On the Zoho BugTracker page, click the More icon (  ) in the upper-right area. 
   
5. Click Delete Integration from the drop-down menu.
   
6. Click Delete again to confirm the deletion.
   
   

Also Read:      Filing Tickets as Bugs

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