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.
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Open your Zoho Desk web interface, click on configuration, and select workflows.
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Click on create a rule.
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In step 1, create a new workflow and then click Next.
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In step 2, select Create and then click Next.
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In step 3, choose the "Subject" criterion, "contains" condition, and add "Critical" as a filter, then click Next.
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In step 4, in the dropdown "all actions," select "field updates" and then click +.
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Still in step 4, select "Existing" on the "field update" line.
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In step 4, select "Create a new 'field update'" in the "Associate existing assignment values" window.
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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.
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You've just created an assignment value. Create a rule for Warning & Low and repeat steps 1 to 4 for each rule.
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List of rules once created.
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Examples of tickets with different severities.