Perform custom actions from the Ticket interface using Buttons

Hello everyone,

We have introduced an option to add Buttons to the tickets, which will facilitate direct access to other applications, websites, allows execution of custom workflows, and more.

Accessibility and visibility of buttons

The buttons can be accessed only from the Ticket detail page. It can be added only to the Tickets module across layouts. Admins can set the visibility of the button on the layout by giving access only to the selected profiles. In addition, the buttons are department specific, which gives users flexibility to create one according to their business requirement.

Types of actions a button can perform

A button can open a URL or initiate an action through functions. Some examples where these actions can be used.

Opening a URL from the tickets

Referring to company plans and policies, coverage details, and track lender's details

Agents can refer to the company's term insurances, plans, benefits, and payout details while addressing a customer issue. The custom button can redirect them to the company's policy page for quick reference. If the issue is shared or transferred to another department for resolution, based on the custom button permission, the respective agent can verify the details before processing. This saves time and maintains data authenticity as agents refer the company's valid resource for information.

Finding the customer's exact location and share with the service agent

Customer's exact location can be spotted using the right coordinates in the navigation service URL. For example, the latitude and longitude can be fetched from the customer record and used to plot the location in MapQuest or similar apps. Using these fields as placeholders will save time in manual field update. Clicking View Location from the ticket will show the agents the exact location of the customer, helping them navigate easily. Additionally, based on the location, the service team can assign the ticket to an agent who is nearby, ensuring quicker service.

Initiating an action based on function

Create a project in Zoho Projects from ticket

Interior design and landscaping requests require the respective teams to evaluate customer requirements, plan and design, track and monitor milestones, and prepare budgets, which can be done in Projects. When such requests are sent to the support agents, they can quickly create a project in Zoho Projects from the ticket using a custom function. A custom button in the ticket titled Create Project can initiate this flow without manual intervention.

A custom function can be triggered when the agent clicks the Create Project button in Zoho Desk.

• Fetch ticket details – Necessary fields such as customer name, request details, priority, and category.
  
• Create a project in Zoho Projects – Use Zoho Projects API to create a new project with predefined templates.
  
• Link the project to the ticket – Store the project reference in the Zoho Desk ticket custom field for tracking.
  

For more information on configuration details and use cases kindly refer to the help doc. This feature is available for all DCs, kindly give it a try and share your feedback.

Regards,

Anumita Gupta

Zoho Desk | User Ed

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• Anumita Gupta

  

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