The fourth use case in the ZohoCRM Zoho CRM business scenario is managing support cases. This page describes the related tasks and the operations you use in the ZohoCRM Zoho CRM connector and the other ESB connectors.
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The flow for managing support cases is illustrated in the following diagram. The ESB connectors for ZohoCRM Zoho CRM and JIRA will be used to connect to each service.
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Create a case for feedback received for products in ZohoCRM Zoho CRM using the insertRecords operation.
Retrieve the case details from ZohoCRM Zoho CRM using the getRecordsById operation and t rack the case as an issue in JIRA using the createIssue operation.
- When a particular issue is "Done" in JIRA, retrieve its latest comment using the searchJira operation and update the details in the relevant case in ZohoCRM Zoho CRM using the updateRecords operation.
ZohoCRM Zoho CRM operations
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