Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots

Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots

Hi everyone! 

We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. 

When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching through past tickets, reading conversations, and updating them manually. Imagine if your bot could automate this, retrieving ticket details and providing updates effortlessly.


Are you new to SalesIQ? Wondering what plugs and bots are?

SalesIQ offers chatbots to automate customer interactions. Using the Codeless bot builder, you can build chatbots by using cards in the bot-builder gallery. However, at times, businesses would require unique actions from the bot and for those instances, we have plugs. With plugs, you can create any specific action and bring it as a card inside the codeless bot builder, like the rest of the cards. 

In this post, we will learn how to create a plug and list the customer's recent support tickets from Zoho desk.

How does this Plug work?
  • The bot will get the email address of the visitor (Email card). 
  • Next, the bot will search and get a list of tickets associated with the respective email from Desk (Plug 1). 
  • Then, this ticket list will be displayed to the visitor (Single choice card). 
  • When the visitor selects one of the displayed tickets, the bot will fetch the neccessary ticket details. (Plug 2)
  • And these details will be displayed to the visitor (Any response/input card).

Note:
  • There are two plugs involved in this process, one is to display the ticket list and another is to display the ticket details. 
  • In this post, we will look at the plug to display the ticket list. 
  • The plug sample to display the ticket details is already available, click here to know more. 

Plug output
 


How to build this Plug?

Step 1 - Create connection with Zoho Desk
  • On your SalesIQ dashboard, navigate to Settings > Developers > Plugs > click on Add.
  • Provide your plug a name, and description, select the Platform as SalesIQ Scripts, and finally, click on Connection to your left bottom. You will be redirected to the connection interface.
  • Click on Create connection at the top right corner. 
  • Under Default connection, select Zoho OAuth service. 

  • Provide your connection name, connection link name, and choose the scopes below.
    • Desk.search.READ
    • Desk.contacts.READ
    • Desk.tickets.READ

Note: The Connection Link Name will be used in the scripts to invoke URL tasks.
  • Click on Create And Connect to connect Zoho SalesIQ and Zoho Desk.

  • Upon successful authentication,  Zoho SalesIQ will be connected with Zoho Desk.

  • The connection is successfully established. 

Step 2 - Build the Plug

As we have created a connection between SalesIQ and Desk successfully, it's time to build the plug. The first step in building the plug is defining the parameters. 

Input Parameters
  • Name : email | Type : Email
Output Parameters
  • Name : ticketList | Type : Option List


Script to get the list of tickets
  • Copy the code below and paste it into your plug builder. Then, make the following changes. 
  • In line #8, get your Desk org ID (Settings > Developer Space > API > Scroll down to find the "OrgId").
  1. if(session.containsKey("email"))
  2. {
  3. email = session.get("email").get("value");
  4. }
  5. // Getting the contact ID from the email - https://desk.zoho.com/DeskAPIDocument#Search#Search_SearchContacts
  6. url = "https://desk.zoho.com/api/v1/contacts/search?email=" + email;
  7. header = Map();
  8. header.put("orgId","012345");
  9. //Change your org ID (Settings > Developer Space > API > Scroll down > "OrgId")
  10. getcontact = invokeurl
  11. [
  12. url :url
  13. type :GET
  14. headers:header
  15. connection:"zohodesk3"
  16. ];
  17. info getcontact;
  18. contact_id = getcontact.get("data").getJSON("id");
  19. info contact_id;
  20. url_ticket = "https://desk.zoho.com/api/v1/contacts/" + contact_id + "/tickets?sortBy=-createdTime&limit=3";
  21. // Get associate ticket of a contact - https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_ListContactsByIds
  22. get_tickets = invokeurl
  23. [
  24. url :url_ticket
  25. type :GET
  26. headers:header
  27. connection:"zohodesk3"
  28. ];
  29. info get_tickets;
  30. array = get_tickets.get("data");
  31. optionList = List();
  32. for each  entry in array
  33. {
  34. subject = entry.get("subject");
  35. status = entry.get("status");
  36. display_text = subject + " - (" + status + ")";
  37. ticketNumber = entry.get("ticketNumber");
  38. optionList.add({"id":ticketNumber,"text":display_text});
  39. }
  40. response = Map();
  41. response.put("ticketList",optionList);
  42. return response;
  • Then, click Save, preview the plug and Publish it. 
 
Step 3 - Adding the plug to the Codeless bot builder
  • Navigate to Settings > Bot > Add, provide the necessary information, and select Codeless Bot as the bot platform. You can also open an existing bot.
  • Click on Plugs under Action cards, select the plug you have created and provide the input values for the parameters defined in the plug builder.
  • Choose the %visitor.email% variable for the name.
  • Provide a variable name for the ticket list.

  • Use a single choice card, click on Save in bot context, give a variable name and select the context variable under dynamic suggestion. 

  • Then, use this plug to show the ticket details.


I hope this was helpful. Please feel free to comment if you have any questions. I'll be happy to help you. 



Best regards
Sasidar Thandapani

    • Recent Topics

    • Email address for forwarding is not saving and there's no confirmation ema

      Steps to reproduce: 1. Enter my forward email in the email forward section of the account 2. Click save 3. See a notification stating saved successfully 4. Refresh the page, no forward email is saved 5. No email confirmation received at the forwarding

    • This domain is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

      This is the error i keep getting when trying to use my Zoho Domain Mail. This domain is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details Find attached. I hope this can be resolved very quickly so i can go on and make

    • Auto CC - Moving Departments

      We have Auto CC e-mail replies to your support mailbox enabled. We have two departments: Helpdesk (helpdesk@domain.com) Delivery (delivery@domain.com) If we create a Helpdesk ticket, and reply, replies are CC'd to helpdesk@domain.com (OK) We then move

    • I have error AS101 when I try to add paypal@mydomain.com to Zoho

      Please help me with this. I tried to call the help line 4 times but don't get any response.

    • unable to send message reason 554 5.1.8 Email outgoing blocked

      unable to send message reason 554 5.1.8 Email outgoing blocked

    • Mailk got blocked / Inquiry About Email Sending Limits and Upgrade Options

      Dear Zoho Support Team, My name is Kamr Elsayed I created this account to use for applying for vocational training in Germany. As part of this process, I send multiple emails to different companies. However, after sending only 8 emails today, I received

    • SMTP email sending problem

      Hello, I've sent emails before, but you haven't responded. Please respond. My work is being disrupted. I can't send emails via SMTP. Initially, there were no problems, but now I'm constantly receiving 550 bounce errors. I can't use the service I paid

    • unblock my zoho mail account. outlines@zoho.com

      please unblock my zoho mail account, outlines@zoho.com

    • Unable to see free plan option

      Hello Zoho Support Team, I hope you are doing well. I am trying to sign up for Zoho Mail, but I am unable to see the option for the free plan. Could you please guide me on how I can access or activate the free plan? Thank you for your assistance.

    • Outgoing blocked: Unusual activity detected.

      I just made payment for my Zohomail Today and have been debited so i will like to be Unblocked because this is what it says (Outgoing blocked: Unusual activity detected) Thank you i await your swift responses

    • How to remove some users in zoho accounts

      How to remove some users in Zoho accounts.

    • Forwarder

      Hi, I tried to add a forwarder from which emails are sent to my main zoho account email . However, it asks me for a code that should be received at the forwarder email, which is still not activated to send to my zoho emial account. So how can I get the

    • Forwarder

      Hi, I tried to add a forwarder from which emails are sent to my main zoho account email . However, it asks me for a code that should be received at the forwarder email, which is still not activated to send to my zoho emial account. So how can I get the

    • DKIM cannot be enabled for the domain as no verified default selector present

      Hi Support Team, For Domain DKIM record trying to enable status. but showing error "DKIM cannot be enabled for the domain as no verified default selector present" So, please resolve the issue. Thank you.

    • I can't log in to my account on Thunderbird

      I've just had to rebuild my PC (calamitous mess from Microsoft with Win10/Win 11 'upgrade' - they confirmed I had to start with a new build). I have used Zoho mail for years via Mozilla Thunderbird, but now I've had to download the latest version of TBird,

    • Sorten the domain of zoho mail ids

      I recently created zoho mail id and am quite excited with the features. But one issue ig nobody wanna type this big zohoaccounts.com I mean silly bold Suggestion zmail.com (sound gmail) (attraction) or some genz words looks cool

    • Weekly Tips : Customize your Zoho Mail Notifications

      In a professional context, email communication remains one of the most crucial channels for staying connected and managing workflows. Keeping track of your emails, task updates, or important announcements can be overwhelming—especially if you are juggling

    • How to move emails to Shared Mailbox?

      Hello, I created a Shred Mailbox instead of using a distribution group. But I cannot move previous emails to certain shared mailbox. Is it possible move some emails from inbox to shared mailbox?

    • Email task creator when task is updated/marked complete

      I am looking for a way to notify the creator of a task in zoho todo when - Task is updated Task is closed Comments entered 1 and 2 are critical, and I cannot find a zoho flow to do this. There is no way that as a manager I will know when someone has completed

    • The attendees will now be redirected to the landing webpage when they exit the webinar, set by the organizer.

      Hello All, In the latest version of the Zoho Meeting iOS mobile app (v1.3.16), we have brought in the below enhancements:   Post Webinar Re-direction Revamped exit UI for Webinar Post Webinar Re-direction:  The attendees will now be redirected to the

    • Download API file contents from browser

      Hi Team - is there something being planned to be able to trigger file downloads from the browser via a deluge script? i.e. retrieve a file via API, trigger the file download directly from the browser. Or... using the convertToPdf function (https://www.zoho.com/deluge/help/functions/file/convert-to-pdf.html)

    • March 15, 2023: Zoho Docs is discontinued

      As of today (March 15, 2023) Zoho Docs is discontinued for all users. We would like to thank our customers for trusting us for so many years! Going forward, we're confident you'll enjoy using Zoho WorkDrive for all your advanced file management and collaboration

    • When using "locations" in zoho books, can you keep the two locations totally separate from each other?

      I am looking to add a location but I don't want to intermingle the banking or other accounts. I want that to be like two separate independent branches that use different banking accounts, accounts payable, and accounts receivable. The people who are in

    • Adding a Channel to SalesIQ

      I have a client that currently uses Zoho CRM and Zoho Desk. They would like a live chat to place on their website that has a mobile app and chat bots (something like SalesIQ). However, they would also like to have all this work over SMS as well. Does the SalesIQ API allow this? Can I add visitors without them being a visitor on a website? Thanks! Bryan Redeagle

    • DataPrep Bigquery Connection failed

      Hello everybody, I want to create a connnection beetwen Bigquery and Dataprep but when I try to connect my project I got this error Loading tables has failed. Table list fetched from the data source expired.

    • How Do I Refund a Customer Directly to Their Credit Card?

      Hi, I use books to auto-charge my customers credit card. But when I create a credit note there doesn't seem to be a way to directly refund the amount back to their credit card. Is the only way to refund a credit note by doing it "offline" - or manually-

    • Zoho Flow Needs to Embrace AI Agent Protocols to Stay Competitive

      Zoho Flow has long been a reliable platform for automating workflows and integrating various applications. However, in the rapidly evolving landscape of AI-driven automation, it risks falling behind competitors like n8n, which are pioneering advancements

    • Important Features Missing

      Hey all I love linkthread, but i am missing some important features. I want to be able to include my Google Tag Manager. I have all the important stuff in my GTM Container: Facebook Pixel, LinkIn Pixel, Zoho Pagesense and so on. So i am able to do retargeting

    • Zoho SignForms: Prefill parameters with spaces render as “+” in the document (even when using %20)

      Hello Zoho Sign team, we are using SignForms with prefill parameters passed via URL. Spaces in parameter values are being rendered as “+” in the finalized document—even when we URL-encode spaces as %20. This is critical for us because we prefill addresses

    • Currency selector (based on variable) usage in comparsion

      Hi, I've developed a currency selector based on the following topic, and it's working well in pivot tables and charts: https://help.zoho.com/portal/en/community/topic/how-can-i-allow-my-users-to-choose-a-currency-for-the-dashboard I also have a comparison

    • Customize Column in Projects - Default View for Template?

      Is there a way to have the columns you'd like to see added to a template? I want my customized columns to show up every single time I create a project from that template. It appears I can customize them in the template but when I create the project they do not transfer over.  Template: See below how the columns in order are : Task, Owner, Status, Assigned, Website URL, Blog H1..etc. When I create a project from that same template it comes out as: Task, Owner, Status, Tags, Start Date, End Date, etc

    • Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk

      Hello Everyone! Welcome back to the Ask the Experts(ATE) series! We were so focused on our Autumn 2025 release that we didn't host an ATE session last month. In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to your

    • Multi-Page Forms in Zoho Creator!

      Let’s make long applications easier to handle by dividing them into pages, adding a progress bar, and guiding users step by step through complex data entry. This would be a total game-changer for the user experience and could significantly boost completion

    • Unable to Receive Emails on Zoho Mail After Office 365 Coexistence Setup – Error: 553 Relaying Disallowed

      Hello, My domain name is bigniter.com, and I’ve been using Zoho Mail as my email service provider without any issues. Recently, I followed the steps outlined in the Zoho documentation to enable Coexistence with Office 365: 🔗 https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html#multi-server

    • Email login error

      Login successfully but email page error

    • Shared Mailboxes Disappeared

      Zoho Mail users in our company haven't been able to see their Shared Mailboxes for the past few hours. I've checked with App and Web Access, but they can't access them. When I send emails to their addresses, I get no error messages. They're still visible

    • Remote Server is misconfigured

      Dear Team, I am unable to use email id as remote server is misconfigured. It would be really great if you could help on this and get this resolved. Thanks & Regard Rohit Gupta

    • why cant i access my email account. it keeps asking me for reverifiying my account by entering my password.

      I cant access my account. it keeps asking me for reverifcaton by entering my password. once its entered it asks for it over and over.

    • Free webinar alert on October 16 - Less Complexity, More Security: Workplace + Directory

      Hello Zoho Workplace Community! Security and productivity shouldn't be at odds—and with Zoho, they're not. Discover how Zoho Workplace + Directory delivers seamless collaboration with enterprise-grade security, all in one integrated ecosystem. Join our

    • Email Recall Feature In Zoho Mail Which Should Also Work For Outside Organisation Members

      Add a feature to recall or undo sending an email within a configurable short time window (e.g., 30 seconds to 2 minutes) after hitting send, similar to Gmail’s undo send. Currently the sent email can not be recall If the recipient is not from within your

    • Next Page