Automation #15: Automatically Adding Static Secondary Contacts

Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have Terence looped in automatically as the secondary contact.

Like Zylker, many users have the requirement to include secondary contacts while communicating with their customers. Here's for you the custom function to automatically add static secondary contacts while responding to an email.

Prerequisite

1. Enable Secondary Contacts (CCs) in Tickets. 

Navigate to Setup >> Customization >> General Settings >> Tickets >> Secondary Contacts (CCs) in Tickets >> Configure(If not enabled) or Edit Configuration(If enabled), select the department to which you want to implement the automation.

2. Create a Connection

To establish a connection, perform the following steps:

      2.1 Go to Setup and choose Connections under Developer Space.
      2.2 Click Create Connection.
      2.3 Select Zoho OAuth under Default Connection.
      2.4 Give the connection name as secondarycontact.
      2.5 Under Scope choose the below scope values:

            Desk.search.READ

            Desk.tickets.READ

            Desk.tickets.UPDATE

            Desk.tickets.CREATE

            Desk.contacts.READ

            Desk.contacts.UPDATE

      2.6 Click Create and Connect.
      2.7 Click Connect and click Accept.
Connection is created successfully.

Create a Workflow Rule

1. Go to Setup, choose Workflows under Automation.

2. Under Workflows, click Rules >> Create Rule.

In the Basic Information section

3. Select Tickets under Module.

4. Enter a Rule Name and Description for the rule.

5. To activate the rule, select the Active checkbox. Click Next.

In the Execute on section, follow these steps:

6. Select Create checkbox to execute this rule every time a new ticket is created. Click Next.

7. In the Criteria section, specify the criteria as "Email contains @zylker.com" and click Next

8. In the Actions section, click the + icon and select New next to Custom Functions.

9. Enter a name and description for the custom function.

10. Under Argument Mapping, give a desired Method Name. Map the arguments as below:  

   10.1 In the Argument Name field , type ticketId, and from the Value drop-down list select Ticket Id under Ticket Information.

   10.2 In the Argument Name field , type ticketContactId, and from the Value drop-down list select Contact Id under Contacts Information.

   10.3 In the Argument Name field, type orgId, and from the Value drop-down list select specify custom value and enter your Zoho Desk. OrgId. To  get Zoho Desk OrgId, navigate to Setup >> Developer Space >> API.                  

11. In the script window, insert the Custom Function given below:

1. //--------------- User Input -----------------
2. Email = "STATIC_EMAIL_ID"; // Static email ID
3. deskURL = "https://desk.zoho.com";
4. //-----------------------------------------------
5. logs = Collection();
6. secondaryContacts = list();
7. ticketDetails = zoho.desk.getRecordById(orgId, "tickets", ticketId, "secondarycontact");
8. logs.insert("ticketDetails": ticketDetails);
9. secondaryCC = ticketDetails.get("secondaryContacts");
10. if (secondaryCC != "" && secondaryCC != null)
11. {
12. secondaryContacts = secondaryCC.toList(",");
13. }
14. searchParam = Map();
15. searchParam.put("from", 0);
16. searchParam.put("limit", 1);
17. field1 = "email:" + Email;
18. encryptEmail = zoho.encryption.urlEncode(field1);
19. searchParam.put("field1", encryptEmail);
20. contactSearch = invokeurl
21. [
22. url: deskURL + "/api/v1/contacts/fieldSearch"
23. type: GET
24. parameters: searchParam
25. connection: "secondarycontact"
26. ];
27. logs.insert("contactSearch": contactSearch);
28. if(contactSearch != null && contactSearch.get("data") != null && contactSearch.get("data").size() > 0)
29. {
30. contactId = contactSearch.get("data").get(0).get("id");
31. }
32. else
33. {
34. createConatctParam = Map();
35. lastName = Email.getPrefixIgnoreCase("@");
36. createConatctParam.put("lastName", lastName);
37. createConatctParam.put("email", Email);
38. createContact = invokeurl
39.     [
40.      url: deskURL + "/api/v1/contacts"
41.      type: POST
42.      parameters: createConatctParam.toString()
43.      connection: "secondarycontact"
44.     ];
45. logs.insert("createContact": createContact);
46. contactId = createContact.get("id");
47. }
48. logs.insert("contactId": contactId);
49. if(contactId != null && contactId != ticketContactId)
50. {
51. secondaryContacts.add(contactId);
52. updateParam = Map();
53. updateParam.put("secondaryContacts", secondaryContacts);
54. updateTicket = invokeurl
55.     [
56.         url: deskURL + "/api/v1/tickets/" + ticketId
57.         type: PATCH
58.         parameters: updateParam.toString()
59.         connection: "secondarycontact"
60.     ];
61. logs.insert("updateTicket": updateTicket);
62. }
63. info logs ;

Note: In Line 1 Email = "STATIC_EMAIL_ID", replace the "STATIC_EMAIL_ID" with the email address you prefer to be added in the secondary contact automatically. eg:  Email = "terence@zylker.com"

12. Click Save to save the custom function
13. Click Save again to save the workflow.

We hope this custom function fosters your experience with Zoho Desk. Stay tuned for regular updates and insights on our automation features in this space.

• Topic Participants

• Lydia | Zoho Desk

  

• Megan Kalafut

• Shivani | Zoho Desk

  

• Jaqueline Santos

• Dean Garcia

• Sticky Posts

• Register for Zoho Desk Beta Community

  With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

• Share your Zoho Desk story with us!

  Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

• Tip #1: Learn to pick the right channels

  Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

• Welcome to Zoho Desk Community - Say hello here!

  Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

• Webinar 1: Blueprint for Customer Service

  With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

• Recent Topics

• Adding Markdown text using Zoho Desk API into the Knowledge Base

  Hi Zoho Community members, We currently maintain the documentation of out company in its website. This documentation is written in markdown text format and we would like to add it in Zoho Knowledge Base. Do you know if there is REST API functionality

• An Exclusive Session for Zoho Desk Users: AI in Zoho Desk

  A Zoho Community Learning Initiative Hello everyone! This is an announcement for Zoho Desk users and anyone exploring Zoho Desk. With every nook and corner buzzing, "AI's here, AI's there," it's the right time for us to take a closer look at how the AI

• Shared values: From classroom lessons to teaching moments in customer service

  While the world observes Teachers’ Day on October 5, in India, we celebrate a month earlier, on September 5, to mark the birth anniversary of Dr. Sarvepalli Radhakrishnan, a great teacher, renowned scholar, educationist, and advocate for empowerment.

• Export to excel stored amounts as text instead of numbers or accounting

  Good Afternoon, We have a quarterly billing report that we generate from our Requests. It exports to excel. However if we need to add a formula (something as simple as a sum of the column), it doesn't read the dollar amounts because the export stores

• Create a list of customers who participated in specific Zoho Backstage events and send them an email via Zoho CRM

  How to create a list of customers who participated in specific Zoho Backstage events and send them an email via Zoho CRM? I was able to do a view in CRM based on customer that registered to an event, but I don't seems to be able to include the filter

• Zoho Desk blank page

  1. Click Access zoho desk on https://www.zoho.com/desk/ 2. It redirects to https://desk.zoho.com/agent?action=CreatePortal and the page is blank. Edge browser Version 131.0.2903.112 (Official build) (arm64) on MacOS

• I hate the new user UI with the bar on the left

  How can I reverse this?

• Constant color of a legend value

  It would be nice if we can set a constant color/pattern to a value when creating a chart. We would often use the same value in different graph options and I always have to copy the color that we've set to a certain value from a previous graph to make

• Question regarding import of previous deals...

  Good afternoon, I'm working on importing some older deal records from an external sheet into the CRM; however, when I manually click "Add New Deal" and enter the pertinent information, the deal isn't appearing when I look at the "Deals" bar on the account's

• Client Script also planned for Zoho Desk?

  Hello there, I modified something in Zoho CRM the other day and was amazed at the possibilities offered by the "Client Script" feature in conjunction with the ZDK. You can lock any fields on the screen, edit them, you can react to various events (field

• One person/cell phone to manage multiple accounts

  Hi. I have a personal Free account to keep my own domain/emails. Now I need to create a Business account to my company's own domain, but I have only one mobile phone number I use to everything. How do I do to manage this? Can I manage a Free domain and

• Tracking KPIs, Goals etc in People

  How are Zoho People users tracking employee targets in People? For example, my marketing assistant has a target of "Collect 10 new customer testimonials every month". I want to record attainment for this target on a monthly basis, then add it to their

• Zoho Desk: Ticket Owner Agents vs Teams

  Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents and

• Can not Use Attachment Button on Android Widget

  this always pops up when I touch the attach button on android widget. going to settings, there is no storage permission to be enabled. if I open the app, and access the attach feature there, I can access my storage and upload normally.

• Zoho Notebook Sync problem

  I'm facing a problem with syncing of notebook on android app. It's not syncing. Sometimes it syncs after a day or two.  I created some notes on web notebook but it's not syncing on mobile app. Please help!!!!

• Custom Fonts in Zoho CRM Template Builder

  Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if

• Announcing new features in Trident for Mac (1.24.0)

  Hello everyone! Trident for macOS (v.1.24.0) is here with interesting features and thoughtful enhancements to redefine the way you plan and manage your calendar events. Here's a quick look at what's new. Create calendar events from emails. In addition

• Need Easy Way to Update Item Prices in Bulk

  Hello Everyone, In Zoho Books, updating selling prices is taking too much time. Right now we have to either edit items one by one or do Excel export/import. It will be very useful if Zoho gives a simple option to: Select multiple items and update prices

• Vendor Master Enhancements for Faster Purchase Entry

  I’d like to suggest a few features that will improve accuracy and speed during purchase voucher entry: Automated Item Tax Preference in Vendor Master Add an option to define item tax preference in the vendor master. Once set, this preference should automatically

• Mass Mail Statistics - Number of unsent emails

  How do I find out which emails were not sent?

• Button to add product to cart

  Is there a way to have a button on a page, that when clicked, will add Qty 1 of a product to the cart?

• Est-il possible d'annuler l'envoi d'un mail automatique ?

  Bonjour, Lorsque je refuse un candidat, il reçois un mail dans les 24h pour l'informer que sa candidature n'est pas retenue. J'ai rejeté un candidat par erreur. Savez-vous s'il possible d'annuler l'envoi de ce mail ? Merci d'avance pour votre aide.

• Can't change form's original name in URL

  Hi all, I have been duplicating + editing forms for jobs regarding the same department to maintain formatting + styling. The issue I've not run into is because I've duplicated it from an existing form, the URL doesn't seem to want to update with the new

• New in Cadences: Option to Resume or Restart follow-ups when re-enrolling records into a Cadence, and specify custom un-enrollment criteria

  Managing follow-ups effectively involves understanding the appropriate timing for reaching out, as well as knowing when to take a break and resume later, or deciding if it's necessary to start the follow-up process anew. With two significant enhancements

• embed a form in an email

  Hello, how to embed a form in an email that populates Zoho CRM cases? I would like to send emails to a selected audience offering something. In the same email the recipients - if interested - instead of replying to can fill in a Zoho CRM form that creates

• Zoho Bookings - Reserve with Google

  Does Zoho Bookings plan to to integrate with Reserve with Google?

• How to add Zoho demo site page designs to my Zoho Sites website

  Hi, I would like to add the design from the following demo URLs into my current Zoho website. I have already created two new pages on my site, named “Menu2” and “Menu3.” For the “Menu2” page, I want to use the design from this demo: https://naturestjuice-demo.zohosites.com/menu

• Digest Août - Un résumé de ce qui s'est passé le mois dernier sur Community

  Bonjour chère communauté ! Voici le résumé tant attendu de tout ce qui a marqué Zoho le mois dernier : contenus utiles, échanges inspirants et moments forts. 🎉 Découvrez Zoho Backstage 3.0 : une version repensée pour offrir encore plus de flexibilité,

• Global Sets for Multi-Select pick lists

  When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

• Text snippet

  There is a nice feature in Zoho Desk called Text Snippet. It allows you to insert a bit of text anywhere in a reply that you are typing. That would be nice to have that option in Zoho CRM as well when we compose an email. Moderation Update: We agree that

• Kaizen #206 - Answering your Questions | Displaying Related Purchase Orders from Zoho Books in CRM Deals using Queries

  Hello everyone! We're back with another post in the Kaizen series. We're grateful for the feedback we received from all of you! One of the questions we received was "I would like to see the list of Purchase Orders in Zoho Books for a Deal in CRM." We

• Add Analytics function for Title case (capitalising each word in a string)

  At present, you can only capitalise each word in a string in Analytics during data import. It would be really useful to be able to do this with a formula column, but there is no Title Case function.

• How to conditionally embed an own internal widget with parameters in an html snippet?

  Hello everyone, I'm trying to create a dynamic view in a page using an HTML snippet. The goal is to display different content based on a URL parameter (input.step). I have successfully managed to conditionally display different forms using the following

• Introducing AI-powered Assessments & Zoho's native LLM, Zia

  We’ve shipped a cleaner, faster way to create assessments in Zoho Recruit. 🚀 Instead of manually building question banks or copying old templates, you can now generate ready-to-use assessments in just a few clicks, all tailored to the role you’re hiring

• Where can I find rejected inbound mails and their reason for rejection

  Hi, I was recently made aware by a mailing list which I am subscribed to (ffmpeg-devel@ffmpeg.org) that my Zoho mail Mail account is rejecting some emails. If I look under Admin Panel > Security & Compliance > Quarantine > Incoming, the list there is

• Sync more than one Workdrive

  Hello Please I'm facing some difficulties since some days. In my company we have many zoho accounts in different organisations. And I have to find a way to sync all these Workdrives. I spend many hours to search it on zoho Workdrive but no solution. Could someone help me ? Any idea how I can achieve it ? Thanks in advance. Regards

• Zoho writer unable to merge documents to PDF with basic fonts in Hebrew or fonts from my computer

  I created several forms that will be merged into PDF files through Zoho Writer and I am unable to receive the PDF in the basic fonts of the Hebrew language or in the fonts I have on my computer. The writer exports to PDF an exchange font that looks very

• Base Currency Adjustment Reversal

  Two questions surrounding the base currency adjustments (BCA). I recently ported over from QB so I need to enter the base currency adjustments. In QB, it will calculate the BCA for you at the end of the year and then reverse it at the top of the following year. Makes sense. Does Zohobooks not do this as well? I created a BCA for Dec 31, 2016 but no reversing entry was made Jan 1, 2017. Am I supposed to manually do a reversal? I'm not even allowed to post journals directly to the 'exchange gain loss'

• Please implement UAE Central Bank FX rates

  Hello, as I understand from your knowledge base, any UAE business account created from September 15, 2018 does not have foreign exchange rates fetched automatically. This is a serious inconvenience and I am not sure why ZOHO has not looked into the ways

• Unable to enable tax checkboxes

  Hi Zoho Commerce Support, I'm writing to report an issue I'm having with the tax settings in my Zoho Commerce store. I've created several tax rates under Settings > Taxes, but all of them appear with the checkbox disabled. When I try to enable a checkbox,

• Next Page