CRM Feature Request Extension for Zoho DeskCRM Feature Request Extension for Zoho Desk

Feature requests plays a pivotal role for any product. It is significant to maintain the  records in one place, where all the members of the team have access to. CRM Feature Request Extension for Zoho Desk lets you manage the Feature Requests in an optimal way. It allows you add or upvote the feature requests directly from the tickets in Zoho Desk—making it easy to track them from inside Zoho CRM. This way, none of the feature requests from our customers, that would add value to our product, would be left astray. It also helps in scaling up the efficiency of the Support team, Product team, and others those who would like to track the feature requests.


Key Features

• Add feature requests directly from the tickets in Zoho Desk.
  

• Search for the feature requests to upvote or add a different use-case to the existing ones.
  

• Track the feature requests from Zoho CRM and update the progress of the requests promptly.
  

• Prioritize the requests based on the upvotes.
  

• Allows Support Representatives to monitor and follow up the status of the requests from time to time.
  

Authorizing the Extension

The CRM Feature Request Extension has already been installed on the zohocorp portal.

To authorize the extension:

1. Log in to your Zoho Desk account with your credentials.
2. Click the Marketplace icon ( ) in the right panel of the tickets detail page.

3. The CRM Feature Request widget will be displayed in the right panel.
4. Click Authorize.

5. Click Accept.

Adding a Feature Request

The following approach on the tickets helps you to keep track of the feature requests raised by the customers through different channels—like, Email, Chat, Phone, etc.,

To search for an existing feature request:

1. Click the Search tab.
2. Search for the feature with the keyword to find the results.





3. Click on the Title of the search results to preview the Description and Upvote Request.




4. Select Same Request under Subject. Click Submit if it is the same feature request precisely.

5. At instances when the feature request has a different use-case, select Different Use Case and fill in the details in the Description. Click Submit.




6. In case it is a new feature request, click New Request tab. Enter Title and Description and click Add Request.




7. An alert Request Already Added will be displayed if you are trying to add a feature request which is already available.

Tracking and Updating the Feature Requests

At any given time, the information added on to the CRM Feature Request extension, using Zoho Desk, can be accessed from Zoho CRM. The Product Management team can track and update the status of the requests to keep the other teams up-to-date on the progress of the feature.

To track the feature requests:

1. Log in to your Zoho CRM account with your credentials.
2. Search for Feature Requests module and click on it.




3. Select the Feature Request or search for the one you are looking for.




4. Here is the detailed view page of the Feature Request added.



5. The Stage of the feature requests can be updated promptly.



6. Review Status and Notes can be recorded by the Product Mangement team.



7. Get the customers' details to update them once the feature has been released.

Notes:

• Multiple upvotes for the same forum post can be added by updating the Upvotes field in Zoho CRM.
  
  

• Support Representatives would be notified when the Stage is updated.
  
  

• Zoho Service is Desk filter can be used to get the feature requests specific to the product, Zoho Desk.