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

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. } 
Notes
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 


    • 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