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Automated SLA Management with Zoho Desk

Monitorpack Guard & SNMP work natively with the free version of Zoho Desk, so you can set up a completely free incident management solution via email. If you want the criticality level of your tickets to be dynamically managed in Zoho Desk based on Monitorpack alerts, you will need to upgrade to the enterprise version to configure automated workflow management for your Zoho Desk tickets as described below.

SaaS Monitoring
Incident Management

Incident Management


Open your Zoho Desk web interface, click on configuration, and select workflows.

SaaS Monitoring
Incident Management

Incident Management


Click on create a rule.

SaaS Monitoring
Incident Management

Incident Management


In step 1, create a new workflow and then click Next.

SaaS Monitoring
Incident Management

Incident Management


In step 2, select Create and then click Next.

SaaS Monitoring
Incident Management

Incident Management


In step 3, choose the "Subject" criterion, "contains" condition, and add "Critical" as a filter, then click Next.

SaaS Monitoring
Incident Management

Incident Management


In step 4, in the dropdown "all actions," select "field updates" and then click +.

SaaS Monitoring
Incident Management

Incident Management


Still in step 4, select "Existing" on the "field update" line.

SaaS Monitoring
Incident Management

Incident Management


In step 4, select "Create a new 'field update'" in the "Associate existing assignment values" window.

SaaS Monitoring
Incident Management

Incident Management


In the "Create an assignment value" window, set "Critical" as the value in the "Value Name" field, choose "Priority" in the "Field in the assignment value" field, and "High" in the "Value" field, then save.

SaaS Monitoring
Incident Management

Incident Management


You've just created an assignment value. Create a rule for Warning & Low and repeat steps 1 to 4 for each rule.

SaaS Monitoring
Incident Management

Incident Management


List of rules once created.

SaaS Monitoring
Incident Management

Incident Management


Examples of tickets with different severities.