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Zoho Desk Auto-assignment of Tickets Based on CRM Owners – 2020

In this week’s implementation, we show how to automate the assignment of tickets inside Zoho Desk to the proper account owner inside Zoho CRM.  This process is made possible by using Zoho Flow.  

Here are some key points from this video:

  • On new ticket creation, a flow is triggered
  • Fetches Contact, and then Account information from CRM for Desk Contact on file for the ticket
  • Writes owner of CRM Account (could be defined at Contact level) into Ticket as Ticket Owner

Billy Bates

Senior Web Developer

Billy is a Wordpress Developer with an eye for design. His knowledge will help our company website and client sites meet their goals. Billy and his young family have just moved to Ashland Oregon, and are looking forward to exploring the area’s amazing beer, wine, and food. He also has a passion for synthesizers and drum machines.

Lucas Sant'Anna


With a background in Operations Research and Data Analysis, Lucas is a Brazilian programmer that likes to get stuff done quickly and reliably. In previous jobs, he implemented industrial job scheduling, fleet management and detailed long-haul route optimization – among other data-driven processes – to reach objectives of increased profit and reduced wasted resources. His goal is to make Zoho fully automated and with more meaningful data for spot-on decisions.