When a ticket or phone call comes in to Tech Support that involves a foundational change, we must always make a note on the account as well as document in Zoho. If you need to create the ticket, or modify an existing one.
It’s important that all departments are notified so they can take appropriate action as these changes are applicable to them. You can do this easily by updating the ticket in the ‘Foundational Change’ section. When a Foundational Change is indicated in a Zoho Ticket, it will send out notifications to all the department heads. It is each department’s responsibility to maintain their own processes to account for the updates given to them via Customer Service.