Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros

Hello Everyone,

This week's custom function provides simple steps to configure a Macro for adding comments to tickets with the name of the Comment owner.

When managing tickets, you can use the Comment feature to communicate internally with your team and keep everyone updated. If you select Comment(Private), the information will only be visible internally within your Zoho Desk. If you choose Comment(Public), the comment will be visible to your customers on the Help Center.

While automating comments using Macros, it can be challenging to track progress or identify the comment owner if no agent is attributed to the automated entry. This custom function ensures that the comment will appear under the name of the agent who applied it, rather than the person who configured the Macro.
 
Additionally, this Macro allows you to include a standardized comment to save time for frequently repeated updates.  

For example, Zylker Techfix collaborated across multiple departments and often required detailed customer information before transferring tickets between teams. They used comments to inform colleagues about the ticket status. To streamline this process, they automated a frequently used comment: "Awaiting additional information from the customer to proceed further." This clearly communicated to team members why a ticket was on hold. Additionally, this custom function allowed them to track which agent who applied the Macro.
To configure this within your Macros, please follow the steps below.

Create a connection

  1.1 Go to Setup(S) and choose Connections under Developer Space.
  1.2 Click Create Connection.
  1.3 Select Zoho OAuth under Default Connection.
  1.4 Set the connection name as deskconnection.

  1.5 Under Choose Scopes, choose the below scope values:

Desk.basic.READ
Desk.settings.READ

Desk.tickets.UPDATE

  1.6 Click Create and Connect.
  1.7 Click Connect.
  1.8 Choose the Desk's organization to connect with Deluge, and click Submit.
  1.9 Click Accept.

Connection is created successfully.

Configure Custom Function within the Workflow Rule

1. Go to Setup, choose Macros under Automation.

2. Under Macros, click Create Rule.

3. Check if the right department is selected

4. Under Basic Information, give a Rule Name and Description.

5. Under Availability, select All agents/Specific Agents based on your requirement. If you choose Specific Agents, select the agents for whom you want to make this Macro available. Click Next.

6. Under Actions, click on the drop-down in the + icon and select Custom Functions >> New.
    6.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.

    6.2 Under Argument Mapping, give a desired Method Name. Map the arguments as below:
        6.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.

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

1. // ----<<<< User Inputs >>>>----
2. // --- Replace ".com" with appropriate domain extension based on customer's location/DC ---
3. deskURL = "https://desk.zoho.com";
4. commentContent = "<<Your_comment_content>>";
5. // ----<<<< Initial Configs >>>>----
6. logs = Map();
7. ticketCommentParam = Map();
8. loginUserEmail = zoho.loginuserid;
9. logs.insert("ticketId": ticketId);
10. logs.insert("loginUserEmail": loginUserEmail);
11.  
12. //---------------------------
13. try {
14.     // ---- start your logic from here ----
15. agentDetailsResponse = invokeurl
16. [
17. url :deskURL + "/api/v1/agents/email/" + loginUserEmail
18. type :GET
19. connection:"deskconnection"
20. ];
21. logs.insert("agentDetailsResponse":agentDetailsResponse);
22. if(agentDetailsResponse != null && agentDetailsResponse != "" && agentDetailsResponse.size() > 0 && agentDetailsResponse.containKey("id"))
23. {
24. agentId = agentDetailsResponse.get("id");
25. ticketCommentParam.insert("commenterId":agentId);
26. }
27. // ---- Add comment in the ticket ----
28. ticketCommentParam.insert("content":commentContent);
29. ticketCommentParam.insert("isPublic":"false");
30. ticketCommentParam.insert("contentType":"html");
31. logs.insert("ticketCommentParam":ticketCommentParam);
32. commentAddResponse = invokeurl
33. [
34. url :deskURL + "/api/v1/tickets/" + ticketId + "/comments"
35. type :POST
36. parameters:ticketCommentParam.toString()
37. connection:"deskconnection"
38. ];
39. logs.insert("commentAddResponse":commentAddResponse);
40. }
41. catch(errorInfo) {
42.     logs.insert("errorInfo": errorInfo);
43. }
44.  
45. info "logs: \n" + logs;
46.  
47. if(logs.containKey("errorInfo"))
48. {
49.     throws "Error happen in the CF execution";
50. } 

Note

a. In Line 3, replace .com in the address with .in/.eu/.ca based on your DC.

b.In Line 4, enter the text which you would like to include as a ticket. 

8. Click Save to save the custom function.
9. Click Save again to save the Macros.

We hope this custom function helps streamline your team's communication and enhances your ticket management process. If you have any questions or need further assistance, feel free to reach out to us at support@zohodesk.com .

Regards,

Lydia | Zoho Desk 

• Topic Participants

• Lydia | Zoho Desk

  

• 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

• Custom function return type

  Hi, How do I create a custom deluge function in Zoho CRM that returns a string? e.g. Setup->Workflow->Custom Functions->Configure->Write own During create or edit of the function I don't see a way to change the default 'void' to anything else. Adding

• Issue with Hour Calculation in Zoho People Attendance Module

  I have noticed an issue in the attendance regularization feature of Zoho People. When trying to regularize past dates, the total working hours are not calculated correctly. For example, if I enter a check-in and check-out time for a previous day, the

• Free webinar alert on November 19 - Email driven strategies - Master personality based styles

  Hello Zoho Community! Want to make email management easier, smarter, and more you? We’ve got just the session for you! Join our interactive, game-based webinar to discover how Zoho Mail adapts to your personality and work style. Learn practical hacks,

• Push Notification for New Bookings in Zoho Bookings App

  when a someone schedules an appointment through the booking page, is there any option to receive a push notification in the mobile app?

• Automation in Zoho Sprints

  Hi. I have a Sprints board with the following statuses: ToDo, InProgress, CodeReview, Testing, Preprod, Live When a ticket is moved from e.g. Testing to Preprod, the following tags should be modified: remove 'tested OK' remove 'ready for Preprod' add

• Export Purchase orders as Excel

  Is it possible to export purchase orders as excel rather than PDF? Our suppliers don't want orders made in PDF, they need it to be excel

• Cliq iOS can't see shared screen

  Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

• Draft & Schedule Emails Directly in Bigin

  Greetings, I hope all of you are doing well. We're happy to announce a few recent enhancements we've made to email in Bigin. We'll go over each one in detail, but here's a quick overview: Previously, you couldn't draft or schedule emails in Bigin, but

• Integrating External Portal Tickets Into Zoho Desk

  A B2B travel company has a customer portal where clients can raise and submit tickets related to their bookings. These tickets need to be handled and managed in the backend through Zoho Desk. Ticket updates and replies from Zoho Desk should also be visible

• Create CRM Deal from Books Quote and Auto Update Deal Stage

  I want to set up an automation where, whenever a Quote is created in Zoho Books, a Deal is automatically created in Zoho CRM with the Quote amount, customer details, and some custom fields from Zoho Books. Additionally, when the Sales Order is converted

• Auto sync Photo storage

  Hello I am new to Zoho Workdrive and was wondering if the is a way of automatically syncing photos on my Android phone to my workdrive as want to move away from Google? Thanks

• Send email template "permission denied to access the api"

  Hello, Per the title, I'm trying to send a Zoho CRM Email template based on the advice given here: https://help.zoho.com/portal/en/community/topic/specify-an-email-template-when-sending-emails-in-custom-functions (I'd prefer to send right from Deluge

• Zia’s AI Assist now helps you write clearer notes — in seconds

  After helping recruiters craft job descriptions, emails, and assessments, Zia’s AI Assist is now stepping in to make note-taking effortless too. Whether you’re recording feedback after an interview or sharing quick updates with your team, you can now

• Zia Profile Summary now supports six languages and responds faster

  After numerous customer requests, we’ve expanded Zia Profile Summary to do more than just summarize resumes quickly. It can now summarize them in six different languages and deliver results even faster. What’s New 1. Extended language support Zia can

• Add Prebuilt "Partner Finder" Template with Native Zoho CRM Integration in Zoho Sites To: Zoho Sites Product Team

  Hi Zoho Team, We hope you're doing well. We would like to request a prebuilt "Partner Finder" template for Zoho Sites, modeled after your excellent implementation here: 🔗 https://www.zoho.com/partners/find-partner-results.html ✅ Use Case: Our organization

• Shortcut to fill a range of cells

  Good evening: I'm writing because I haven't been able to find a feature that allows you to select a range of cells, type in one of them, and then use a key combination to type in all of them. In Excel, the keyboard shortcut is Ctrl+Enter. I haven't found

• Introducing Dark Mode / Light Mode : A New Look For Your CRM

  Hello Users, We are excited to announce a highly anticipated feature - the launch of Day, Night and Auto Mode implementation in Zoho CRM's NextGen user interface! This feature is designed to provide a visually appealing and comfortable experience for

• Object required error

  Hi, I am getting an 'Object required' error on the line Call HideColumnsOutsideRange(ws, startOfWeek, endOfWeek) when I run the ShowCurrentWeek macro but not when I run the ShowCurrentMonth macro. Any ideas? Regards, GW Option Explicit Sub HideColumnsOutsideRange(ws

• Zoho CRM - Rename "Estimates" in CRM Finance Suite Integration to "Quotes"

  I'm not sure if it's been 2 or 3 years now since Zoho Books renamed Estimates to Quotes. I still see "Estimates" in the Zoho CRM integration. Could this be added to Translation settings so that some customisation could be made on an account by account

• Its 2022, can our customers log into CRM on their mobiles? Zoho Response: Maybe Later

  I am a long time Zoho CRM user. I have just started using the client portal feature. On the plus side I have found it very fast and very easy (for someone used to the CRM config) to set up a subset of module views that make a potentially extremely useful

• All new Address Field in Zoho CRM: maintain structured and accurate address inputs

  The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Latest update

• New Series Announcement - Ecommerce Marketing Tips

  Running an online business is more than just having a website. It’s about getting the right customers to discover you, trust you, and keep coming back. To support your growth journey, we’re launching a weekly Marketing Tips series right here on Zoho Commerce

• Marketing Tip #7: Add a blog to your online store

  A blog is more than content. It’s a magnet for new customers. Sharing product guides, styling tips, or industry insights through blog posts builds trust and helps you rank higher on search engines. Try this today: Write one blog post answering a common

• Kanban view on Zoho CRM mobile app!

  What is Kanban? The name doesn't sound English, right? Yes, Kanban is a Japanese word which means 'Card you can see'. As per the meaning, Kanban in CRM is a type of list view in which the records will be displayed in cards and categorized under the given

• Allow Regular Users to Directly Transfer Ownership of Files & Folders

  Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an important enhancement related to file and folder ownership management in Zoho WorkDrive. At the moment, a regular user cannot directly transfer ownership of their files or folders

• STOCK history in zohosheets

  is it possible to get historical stock value using stock function in zoho sheets? i could not see from and to period in the helper document.

• Scheduled Reports - Do not send empty report

  Hello, We are intensively using reports in the CRM, especially for sales managers.  When data is empty, they still receive an email. Can you add an option to avoid sending the report when data is empty?

• Customised Funnel

  We are running the standard plan for our ZOHO CRM. I have been asked if there is a way to combine data from the Calls module, Deals module and Contact Module into 1 funnel, similar to the view you can get when viewing Deals By Stages, you can see the

• Trigger Zapier on Deluge Insert Into Function?

  Hello, To get around the limitation of not being able to trigger a Zapier Zap on Record Update(this would be extremely useful to be able to do btw), I have created a Deluge script to copy the data from Form A to a Trigger Form B using the Insert Into expression from a Custom Action button on a Report from Form A.  This action does not trigger the Zapier Zap whereas manually adding a record or duplicating an existing record does trigger the Zap. Is Insert Into not the same as a manual Add in the context

• Can you inject JS in an HML+CSS+Deluge Page?

  I have an HTML + CSS + Deluge page and need just a little vanilla JS functionality. However, it seems like Zoho Creator does not allow that. I'm required to create a JS widget. Is this correct? If so: 1. Won't this quickly consume my API limit if there

• Display Client Name in Zoho Creator Client Portal Dashboard

  Hello Zoho Creator Team, We hope you are doing well. Zoho Creator recently introduced the option to set a client’s display name in the Client Portal settings, which is very helpful for providing a personalized portal experience. However, there is currently

• Creator HTML page refresh

  Hi, I have added around 5 different html snippets in single creator page. I understand, I can refresh the entire page from page script using Navigational URLs https://help.zoho.com/portal/en/kb/creator/developer-guide/others/url-patterns/articles/navigational-urls

• Custom Related List Inside Zoho Books

  Hello, We can create the Related list inside the zoho books by the deluge code, I am sharing the reference code Please have a look may be it will help you. //..........Get Org Details organizationID = organization.get("organization_id"); Recordid = cm_g_a_data.get("module_record_id");

• Introducing the all-new email parser!

  Greetings, We are pleased to introduce to you, a brand-new, upgraded version of the Zoho CRM Email Parser, which is packed with fresh features and has been completely redesigned to meet latest customers needs and their business requirements. On that note,

• Samsung Keyboard Issues with Notebook

  Dear Users, We're sorry to inform you that some of our users are experiencing certain issues like scrolling, delay/lag, cursor placement especially within the text notes. This occurs mainly due to Samsung Keyboard compatibility with Android 13 and some

• Marketer’s Space - Multi-Channel Campaigns for the Biggest Shopping Week with Zoho Marketing Automation

  Hello marketers, Welcome back to another post in Marketers Space! The biggest shopping week of the year is almost here, and it’s your moment to shine without the stress. With Black Friday and Cyber Monday just around the corner, being present across email,

• Is there a problem with sharing workdrive files with links since last night?

  As per title, we can't access folders/files through share links since last night. I created ticket but we need quick solution and didn't hear back from the support yet. The files are still accessible by the main account but all zoho files that we are

• Enable Screen Recording in Zoho WorkDrive Mobile Apps (Android & iOS)

  Hi Zoho WorkDrive Team, How are you? We are enthusiastic Zoho One users and rely heavily on Zoho WorkDrive for internal collaboration and content sharing. The screen-recording feature in the WorkDrive web app (similar to Loom) is extremely useful- however,

• Flow - Fetch info from drop down in another module

  I am running into a road block which I thought would be a simple task. My goal - The account is assigned to a "route" which can be selected from a drop down menu and adds a tag to the account accordingly (easy enough). Now when I create a task for this

• Production Management Tool (MRP / BOM)

  Hi Guys, is there any recommended App available that works with zoho and covers the needed applications for a production? What we need is a system that covers the BOM (bill of materials), MRP (material ressources planning), MRP II (manufacturing ressources

• Next Page