Filing Tickets as Bugs - Zoho BugTracker
Zoho Desk agents can submit tickets as new bugs. When you file a bug, it gets routed to the associated project in the Zoho BugTracker. The bugs can then be worked upon by your engineers in the Zoho BugTracker portal.
To file a bug:
- Go to the ticket you'd like to file a bug.
- In the Ticket Details page, click the More Options icon (
) over a conversation/thread.
- Click File a bug from the menu options.
- Specify the BugTracker Project, Title and the Description for the bug.
- Click Submit.
The bug will be added in the specified Zoho BugTracker project.
Note:
- File a bug option is available only for the departments that are mapped with a Zoho BugTracker project.
- We recommend that you file a bug from the most recent conversation so that your engineers can understand the entire context of the ticket.
Linking to an Existing Bug
If there is a bug being worked upon in Zoho BugTracker and you receive a ticket that is related to it, you can link the ticket to the bug. However, please keep in mind that the same ticket cannot be linked to multiple bugs.
To link to an existing bug:
- Go to the ticket you'd like to file a bug.
- In the Ticket Details page, click the More Options icon (
- Click File a bug from the menu options.
- On the window that slides open, click Link Bug.
- Enter the Bug ID from Zoho BugTracker.
Make sure that you enter the ID values in uppercase letters. - Select the Zoho BugTracker Project the bug belongs to.
- Click Link.
Syncing Comments and Status
Comments will add some context to the bugs for both your agents and engineers. The comments left in a bug will stay synchronized with the related ticket and vice versa. You can view them as a conversation on a ticket or under the Comments tab (in thread view). Also, resolving a bug in Zoho BugTracker will update its status on the ticket. The status helps you to update the customers who had reported the bugs.
To track the working status of a bug:
- Go to the ticket for which you'd filed a bug.
- In the Ticket Details page, click the Bug Information icon (
) in the tab panel on the left of the screen.
- In the Bug Information page, you can view the detail like the Bug ID (as in Zoho BugTracker/Projects), Subject, Assignee, and Status.
Click the Bug ID to open it in the Zoho BugTracker portal (permission required). You may close, re-open or delink a bug from within Zoho Desk.
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