Automation#21: Track Ticket Transfers Across Departments

Automation#21: Track Ticket Transfers Across Departments


Hello Everyone!
With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles!
This week, we’re excited to introduce a custom function that tracks tickets moved between departments.
While Zoho Desk has simplified customer service, keeping your support team stress-free and your customers happy often requires thoughtful adjustments. Zylker Techfix found a great solution with this feature. They handle services for different gadget types under specific departments, but sometimes tickets accidentally end up in the wrong department. Agents moved them to the correct one, but needed a way to track these transfers. By using the Time Entry feature and a custom function, they generated reports of all moved tickets effortlessly.

Here’s the custom function that utilizes the Time Entry feature to track tickets transferred between departments.
Prerequisites
1. Create Custom Fields
To track tickets moved from one Department (call it Dep A) to the other Department (call it Dep B) or vice versa, 
1.1 Go to Setup (S) >> Customization >> Layouts and Fields. Select Time Entry under Layouts and the Department (let's say Dep B) to which you would like to move the ticket. 
1.2 Create three custom single line fields in the Time Entry layout of the respective department (Dep B) . Click on the layout, 
1.2.1 Add a single line field with a label From department.
1.2.2 Add another single line field with a label To Department.
1.2.3  Add the third single line field with the label Agent Name.
1.3 Note the API names for the the single line fields to insert into the custom function. 
To find the API name, Click on the Gear wheel icon of the single line field. Click on Edit Properties, you will find the API Name under the Edit Field. Refer to Create Custom Fields. 
NotesIf you would like move the ticket from Dep B to Dep A, create the similar fields in the time entry layout for Dep A.
2. Create a connection
      2.1 Go to Setup(S) and choose Connections under Developer Space.
      2.2 Click Create Connection.
      2.3 Select Zoho OAuth under Default Connection.
      2.4 Set the connection name as ticket_time_entry_add.
      2.5 Under Scope, choose the below scope values:
             Desk.tickets.READ
             Desk.tickets.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(S), choose Workflows under Automation. 
2. In Workflow Rules, select the Department (Dep B) to which you want to move the tickets. 
3. Under Workflows, click Rules >> Create Rule.
In the Basic Information section,
4. Select Tickets from the drop-down menu under Module.
5. Enter a Rule Name and Description for the rule.
6. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.
7. Click Next.
In the Execute on section, follow these steps:
8. Select Create.  
9. Click Next.
10. Leave the Criteria section blank and click Next. 
11. In the Actions section, click the + icon and select New next to Custom Functions.
12. Enter a Name and Description for the custom function.         
                                         
13. In the script window, insert the Custom Function given below:
  1. //----------- User Input -------------
  3. fromDepartmentFieldAPIName = "cf_from_department";
  4. toDepartmentFieldAPIName = "cf_to_department";
  5. agentAPIName = "cf_agent_name";
  6. //----------- Configuration ------------------
  7. logs = Collection();
  8. timeEntryParam = Map();
  9. cf = Map();
  10. historyParam = Map();
  11. historyParam.put("from",0);
  12. historyParam.put("limit",1);
  13. historyParam.put("fieldName","departmentId");
  14. ticketHistory = invokeurl
  15. [
  16. url :deskURL + "/api/v1/tickets/" + ticketId + "/History"
  17. type :GET
  18. parameters:historyParam
  19. connection:"ticket_time_entry_add"
  20. ];
  21. logs.insert("ticketHistory":ticketHistory);
  22. if(ticketHistory != null && ticketHistory.get("data") != null)
  23. {
  24. historyDetails = ticketHistory.get("data").get("0");
  25. logs.insert("historyDetails":historyDetails);
  26. if(historyDetails.get("eventName") == "TicketUpdated" && historyDetails.get("eventInfo").get(0).get("propertyName") == "Department")
  27. {
  28.   departmentDetailsChanges = historyDetails.get("eventInfo").get("0").get("propertyValue");
  29.   previousDepartment = departmentDetailsChanges.get("previousValue").get("name");
  30.   currentDepartment = departmentDetailsChanges.get("updatedValue").get("name");
  31.   agent = historyDetails.get("actor").get("name");
  32.   departmentChangedTime = historyDetails.get("eventTime");
  33.   cf.put(fromDepartmentFieldAPIName,previousDepartment);
  34.   cf.put(toDepartmentFieldAPIName,currentDepartment);
  35.   cf.put(agentAPIName,agent);
  36.   timeEntryParam.put("executedTime",departmentChangedTime);
  37.   timeEntryParam.put("cf",cf);
  38.   logs.insert("timeEntryParam":timeEntryParam);
  39.   createTimeEntry = invokeurl
  40.   [
  41.   url :deskURL + "/api/v1/tickets/" + ticketId + "/timeEntry"
  42.   type :POST
  43.   parameters:timeEntryParam.toString()
  44.   connection:"ticket_time_entry_add"
  45.   ];
  46.   logs.insert("createTimeEntry":createTimeEntry);
  47. }
  48. }
  49. info logs;
Notes
NOTE
a. In Line 2, Replace ".com" with the domain extension based on your Data Center.
b. In Line 3, add the API name of the From Department created in the Time Entry Layout.
c. In Line 4, add the API name of the To Department created in the Time Entry Layout.
d. In Line 5, add the API name of the Agent Name created in the Time Entry Layout.
14. Click Edit Arguments and include the argument mapping as below: 
       14.1 In the Name field, type ticketId and from the Value drop-down list, select Ticket Id under the Tickets Section.
15. Click Save to save the custom function.
16. Click Save again to save the workflow.
Notes
If you would like to move the ticket from Dep B to Dep A, create  the workflow rule in Dep A as well. 
Creating Ticket Tracking Reports
To track the ticket moved from one department, you can generate Reports under Analytics. 
Go to the Analytics module >> Choose Reports >> Add Report >> Select Tickets module and Time Entry under Related modules. Refer to Create Custom Report.
This custom function will help you keep an eye on your ticket movements, ensuring that none of your important tickets go missing!
Wishing you a delightful Halloween filled with joy and treats, along with a wonderful fall season! 🎃🍂
Until next week,
Warm regards,
Lydia Kiruba | Zoho Desk 


    • Sticky Posts

    • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

      After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which

    • 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

    • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

      Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is

    • 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. 

    • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting

    • Recent Topics

    • We've revised the pricing model of CRM portal user licenses

      Hello everyone, We’re making important updates to our pricing structure for portal user licenses, effective from the next payment cycle. The new slab-based pricing is as follows: Previously, these portal user licenses were priced at $5/ user/ month. As

    • Chrome browser issues. Anyone else?

      I am suddenly having multiple issues with Chrome browser interpreting the Zoho Mail interface.  Anyone else?  Any known problems? Thanks, Todd

    • Set another Layout as Standard

      We created a few layouts and we want to set another one to standard:

    • Zoho Payroll US?

      Good morning, just reaching out today to see if there's any timeline, or if there's progress being made to bring Zoho Payroll out to be available to all states within the USA. Currently we're going through testing with zoho, and are having issues when

    • Set up multiple IMAP email addresses

      Hi, I just started using CRM and its great, but I just found out I can only add one imap email address for incoming mail in the included salesinbox ...this is ridiculous. All companies have different email such as sales@domain, info@domain , personal@domain

    • Function 58: Custom calculation in item table of invoices (2 fields)

      Hello everyone, and welcome back to our series! In Zoho Books, the Item Amount in invoices is calculated by multiplying the Quantity and Rate fields. Previously, we shared a function to include a custom field in this calculation. Today, we are taking

    • Tracking new lead response time

      Hi, I have a team of Sales Development Reps, who have a KPI of responding to a lead within 20 mins or less once it hits the system.  I seem to recall that Zoho CRM had the capability to track this in a previous version, but don't see it anywhere.   It's

    • Pushing Data from One CRM account to another.

      We have business partners that want to collaborate through the CRM. Other than pre-planned data migrations what are the options for Zoho Users to transfer data between the accounts. For instance, could I create a webhook that is sent from our CRM and then is picked up in the partner's Flow?

    • Search function not working anymore

      Hi! The search function is not working anymore. How can we solve this problem?

    • When converting a lead to an account, the custom mandatory fields in the account are not treated by zoho as mandatory

      In my Account module I have a number of custom fields that I have set as mandatory. When I enter a new customer as a new account they work, I can't save the record without populating them. However when I convert a lead, my CRM users are able to save the

    • Expand Zia's Language Support and AI Capabilities

      Dear Zoho Desk Support, I would like to submit a feature request to improve Zia, the AI-driven support assistant in Zoho Desk. Currently, Zia only supports the English language, while other AI agents such as Gemini, ChatGPT, and Claude can work with a

    • get gettting the days number between two dates with deluge

      I am trying to calculate the days number between 2 specific dates but its not working. PLease help me.

    • Limit excceding issue in zoho creator

      I am transferring data from Zoho Books to Zoho Creator using a Deluge script. However, I am frequently encountering a "limit exceeding error," which seems to be related to the Deluge statements limit. I reached out to Zoho Support, and they informed me

    • How do I add more schedules to Zoho Creator?

      At the moment, the number of schedule calls we have in Zoho Creator are 1800 per month and I was wondering if it was possible to upgrade that amount to something higher. I'd like to know my options as well as the pricing.

    • Conexion CREATOR x CRM

      Buenas tardes, Tengo un problema con un código que crea un registro en CRM. Revisé el CRM para eliminar los campos obligatorios, pero cuando ejecuto el programa, aparece el siguiente mensaje de error: {"code":"MANDATORY_NOT_FOUND","details":{"api_name":"data"},"message":"required

    • Invoices with billable time and expenses

      I cannot seem to get a straight answer. We are looking to create an invoice to send to our clients, but it needs to have the following on it: 1. Billable hours for each employee. All hours for the pay period on one line, by employee. 2. Expenses for each

    • Search Bar Improvement for Zoho Commerce

      Hey everyone, I've been using Zoho Commerce for a bit now, and I think the search bar could really use an upgrade. Right now, it doesn't show products in a dropdown as you type, which would make finding items a lot faster. On Shopify, for example, you

    • Send Whatsapp with API including custom placeholders

      Is is possible to initiate a session on whatsapp IM channel with a template that includes params (placeholders) that are passed on the API call? This is very usefull to send a Utility message for a transactional notification including an order number

    • Can't get form response to populate custom PDF template

      I've created a template and set it to default but can't figure out how to get the response to populate that template. It keeps giving me the default summary.

    • Zoho Sheets not compatible with Excel/Google Sheets

      In order to share a copy of a Zoho sheet with someone that does not use Zoho, it must be downloaded as MS Excel format and then added to an email.  This is a labor intensive, and frankly confusing process.  I have forgotten to do this before, only to

    • Zoho One not working

      I'm having several issues accessing Zoho One. Some pages don't load (for example, Zoho Directory) and the labels are all messed-up (oz.account.directory.display.shorname, oz.settings...., etc.)

    • Add Ability to Designate Decision Branches as "Error Branches"

      Zoho Flow gives the ability to track down, troubleshoot, and fix errors with the Status and Filter dropdowns in the History tab. This works well for when a "normal" Flow action registers with an error. However, there are other times where it would be

    • Visitors sending message via Whatsapp are not saving on contacts

      Visitors who sends me messages from Whatsapp when i finish the chat do not populate on contacts, how can I add them as contacts?

    • ChatGPT only summarize in English

      Hello i' v enabled chatgpt in salesIQ, it works great inside conversation (revise, Rephrase etc) add tags works well with another language than English. But when I want to summarize it render only in English, despite sales IQ is set to another language.

    • Brand with multiple facebooks pages

      HI, We are a small publisher that has different FaceBook pages for each of our product lines. All are within the same FB account.   Is it possible to add all of these pages to our one brand in zoho social so I orchestrate the posts between the different products?    Cheers, Joe

    • Connect multiple Facebook ad accounts to Zoho Social

      Hi there. I'm doing the Facebook Ads and Zoho Social integration to automate the leads that come from Potential Customer campaigns on Facebook to Zoho CRM. I have a company (1 fanpage, 1 brand), but within the business or brand on Facebook, I manage several

    • How do I connect Sales IQ to Shopify

      How do I connect Sales IQ to Shopify.    

    • DORA compliance

      For DORA (Digital Operational Resilience Act) compliance, I’ll want to check if Zoho provides specific features or policies aligned with DORA requirements, particularly for managing ICT risk, incident reporting, and ensuring operational resilience in

    • Free user licenses across all Portal user types

      Greetings everyone, We're here with some exciting and extensive changes to the availability of free user licenses in CRM Portals. This update provides users with access to all Portal user types for free to help them diversify their user licenses and explore

    • Stock Count - Does it really work?

      We have been trying to use the new Zoho Inventory stock count feature. It seems great at first glance.. ..but what we can't get our heads around is if a count doesn't match you can't simply set up a recount of those that are unmatched, which just seems

    • Create Ticket from Chat with Rest API

      Hi to everyone, is possible to create a ticket from Chat with Rest API? In user interface is possible by clicking on the button "Convert chat as a ticket". Anyone know how to do that? Thanks

    • How to send binary data in invokeurl task?

      Hello, I am using Adobe's Protect PDF API. Source: https://developer.adobe.com/document-services/docs/overview/pdf-services-api/ Everything works fine in Postman. But for some reason after encrypting the file, it is empty after password protecting the

    • Address Grabber function for Zoho

      I converted from ACT to Zoho. With ACT, I used an add-on called AddressGrabber to scrape the contact information from leads that I buy and contact information contained on emails and websites and directly add it as a new lead or contact. Does anyone know

    • How Can I Customize Sales Reports in Zoho CRM to Better Track Our Sales Team's Performance?

      Hello everyone, I'm new to using Zoho CRM and need some help with customizing our sales reports. We want to track our sales team's performance more effectively and visualize trends that can inform our strategy. What specific customizations or features

    • Marketing Automation : Adding to existing Lead Score

      I want to be able to add a score to an existing ZMA lead however I can't find the field in the "Fetch Lead" action that contains the existing score. There is an action for Add lead score, but that's not clear if it overwrites the existing value or adds

    • Items should display under specific warehouse

      I have configured the multi warehouse but it show all the items under all warehouse which is not correct according to our business logic, so i want that items should only display under that specific warehouse not under all the warehouses not even with zero quantity. Some items should be common but not all so is there any option for that purpose so i can specific the items to its warehouse. Regards

    • Package Dimensions

      Packages need to have dimensions that are sent to carriers in addition to just the weight. Without the package dimensions being transmitted to carriers, the correct dimensional weight is not calculated for the label price, which results in corrections

    • Theft Prevention Sensor Integration in Zoho Inventory

      Is there a way to integrate a theft prevention sensor with Zoho Inventory, so items cannot leave the store unless they've been scanned at checkout? Any insights or existing solutions would be greatly appreciated.

    • Zoho Workplace gets yet another security boost: The addition of Zoho Vault

      Hello Community, Passwords are often the first line of defense, yet they're also one of the most common weak points. We're thrilled to announce that Zoho Vault is now integrated with Zoho Workplace! Zoho Vault Standard is now included at no extra cost

    • Where is the customization and extendibility of zoho inventory?

      After delving into zoho one subscription to test out systems we need for our business, I'm really disappointed after working in Zoho Inventory. Its features and customizability are extremely lacking compared to the other tools like CRM. In our case we

    • Next Page