Automation #16: Automate Ticket Reopening on Scheduled Timestamp
Hello Everyone!
This edition uncovers the option to schedule reopening a ticket automatically.
Zylker Finance tracks insurance policyholder activities through Zoho Desk. For policyholders who pay monthly premiums, tickets are closed upon payment completion. To efficiently follow up with its customers every month, Zylker Finance automatically reopens existing tickets on a specific date rather than creating new ones. This helps insurance agents ensure they do not miss any customer interactions.
Zylker Finance automates this process using a custom function in Schedules to ensure efficient tracking and operations management. Let's delve into the setup to understand the configurations.
Prerequisites
1. Create a custom date field in the Ticket layout.
Navigate to Setup >> Customization >> Layouts and Fields >> Choose the preferred department and select the layout to add a custom date field. Assign a Preferred Name to the Date Field.
Click on the gear
icon of the custom date field and note the API name.
icon of the custom date field and note the API name.
2. Fetch Department ID
To fetch department ID, go to Setup >> General >> Departments >> click on the preferred department. Go to the address bar and find the last number series in the URL; this is the department ID. Copy the ID appended in the URL and paste it into line 9 of the custom function for the departmentId value.
3. Create a connection
3.1 Go to Setup >> Connections under Developer Space
3.2 Click Create Connection.
3.3 Select Zoho OAuth under Default Connection.
3.4 Give the connection name as deskconnection.
3.5 Under Scope, include the below scopes
3.3 Select Zoho OAuth under Default Connection.
3.4 Give the connection name as deskconnection.
3.5 Under Scope, include the below scopes
Desk.tickets.READ
Desk.search.READ
Desk.tickets.UPDATE
3.6 Click Create and Connect.
3.7 Click Connect and click Accept.
3.7 Click Connect and click Accept.
Connection is created successfully.
Create Schedules
1. Go to Setup >> Automation, choose Schedules.
2. Click on New Schedule in the top right corner. (Ensure that the correct department is selected.)
3. Give a preferred Name and Description for the Schedule.
4. Under Execute on, choose the preferred Date and Time for the schedule to begin execution.
5. Under Repeat, choose the preferred frequency as Every Day. Under Ends, choose Never.
6. Under Functions, click on Create Function.
7. Give a Name and Description for the function. Paste the below custom function in the script window.
- // ----<<<< User Inputs >>>>----
- //Replace deskURL with the URL based on your DC
- deskURL = "https://desk.zoho.com";
- //Replace your custom date field's API Name
- cfAPIName = "cf_action_date";
- // Replace *********** with your department Id
- departmentId = ***********;
- // ----<<<< Initial Configs >>>>----
- logs = Map();
- ticketIdList = List();
- currDate = now.toText("YYYY-MM-dd");
- //---------------------------
- try {
- // ---- start your logic from here ----
- ticketSearch = invokeUrl
- [
- url : deskURL + "/api/v1/tickets/fieldSearch"
- type : GET
- parameters : { "from" : 0 , "limit" : 50 , "field1" : cfAPIName+":"+currDate,"departmentId":departmentId }
- connection : "deskconnection"
- ];
- logs.insert("ticketSearch":ticketSearch);
- if ( ticketSearch != null && ticketSearch != "" && ticketSearch.containsKey("data") && ticketSearch.get("data").size() > 0 )
- {
- for each tkt in ticketSearch.get("data")
- {
- ticketIdList.add(tkt.get("id"));
- }
- }
- logs.insert("ticketIdList":ticketIdList);
- if ( ticketIdList.size() > 0 )
- {
- bulkUpdateTickets = invokeUrl
- [
- url : deskURL + "/api/v1/tickets/updateMany"
- type : POST
- parameters : { "ids" : ticketIdList , "fieldName" : "status" , "fieldValue" : "Open" } + ""
- connection : "deskconnection"
- ];
- logs.insert("bulkUpdateTickets":bulkUpdateTickets);
- }
- }
- catch(errorInfo) {
- logs.insert("errorInfo": errorInfo);
- }
- info "logs: \n" + logs;
Note : In line 3, replace the URL with the Desk URL corresponding to your DC.
[ Example: For US DC, the url will be https://desk.zoho.com
India DC, the url will be https://desk.zoho.in
EU DC, the url will be https://desk.zoho.eu]
In line 6, replace cf_action_date with the your custom date field's API Name. In line 9, give the department ID.
8. Click Save to save the script.
9. Click Save again to save the created schedule.
Implementation
When the custom date field matches the Execute On date in the schedule, the ticket will move to the open state.
We hope our updates enhance your experience with Zoho Desk, enabling you to offer great customer support. Stay tuned for updates on features and functions in Zoho Desk.
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Lydia | Zoho Desk
sales
Shivani | Zoho Desk
voomgroup
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 featuresShare 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 hereWebinar 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
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Reference lookup field values in Client script
hello all, I'm using a "ZDK.Apps.CRM.Products.searchByCriteria" function call, which is returning the matching records correctly; however, one of the fields is a lookup field which I need the associated data. I believe there is a way to get this dataIn App Auto Refresh/Update Features
Hi, I am trying to use Zoho Creator for Restaurant management. While using the android apps, I reliased the apps would not auto refresh if there is new entries i.e new kitchen order ticket (KOT) from other users. The apps does received notification but would not auto refresh, users required to refresh the apps manually in order to see the new KOT in the apps. I am wondering why this features is not implemented? Or is this feature being considered to be implemented in the future? With theEvery time an event is updated, all participants receive an update email. How can I deactivate this?
Every time an event is updated in Zoho CRM (e.g. change description, link to Lead) every participant of this meeting gets an update email. Another customer noticed this problem years ago in the Japanese community: https://help.zoho.com/portal/ja/community/topic/any-time-an-event-is-updated-on-zohocrm-calendar-it-sends-multiple-invites-to-the-participants-how-do-i-stop-that-from-happeningHow can I filter a field integration?
Hi, I have a field integration from CRM "Products" in a form, and I have three product Categories in CRM. I only need to see Products of a category. Thanks for you answers.How to implement new online payment gateway?
Hello, Can you tell me how to proceed to implement my local payment gateway? DIBS has an open avaiable API that should be easy to implement into ZOHO BOOKS. http://tech.dibspayment.com/dibs_payment_windowZoho CRM - Portal Users Edit Their Own Account Information
Hi Community, I'm working on a client portal and it seems like the only I can make the Account record editable to the Contact, is if I add another lookup on the Account to the Contact record. Am I missing something as the account already has a list ofI’ve noticed that Zoho Sheet currently doesn’t have a feature similar to the QUERY formula in Google Sheets or Power Query in Microsoft Excel.
These tools are extremely helpful for: Filtering and extracting data using simple SQL-like queries Combining or transforming data from multiple sheets or tables Creating dynamic reports without using complex formulas Having a Query-like function in ZohoConnecting Zoho Mail with Apollo.io
Hi, I am trying to connect my Zoho Mail account with my Apollo.io account to start sending cold email for prospecting purposes. I have activated the IMAP setting but I am still unable to connect to the Apollo account. I am using my email credentials butWhere does this report come from in the Zoho One ecosystems?
Is this directly from MA, Analytics or ??? ???Contact's title in "Contact Role Mapping"
When I'm creating a deal, I'd like to see the contacts title in the listing. Right now, I only see this: How can I get the contact's title in there?Zoho CRM - Client Portal - Hide Notes Related List
Hi Community, I'm building a customer portal and I can't find a way to hide the notes related list. I don't want the client to see the notes I have about them. Is there a way to do this as it is no bin/trash icon when I hover over."Pivot Table" Conditional Formatting
Team, I there a way to use conditional formatting a "Pivot Table" report? Thanks, Arron Blue Pumpkin Hosting | Solutions Made SimpleHow many clients can be added to Zoho Practice?
How many clients can be added to Zoho Practice without having their zoho app?Stage History
when viewing a ticket , and you look at stage history tab (kanban view) and look at the stage duration column in days, it shows the current stage of the ticket as " current stage ". Should it not rather show the amount of days it has been in that currentSend Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates
Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now useAutomating Ticket Responses Using Zoho Desk's AI Features
We’re looking to set up an automation within Zoho Desk that can analyze incoming emails or tickets and automatically respond with relevant knowledge base articles based on the content of the request. Could you please guide us on how to configure thisOptimising CRM-Projects workflows to manage requests, using Forms as an intermediary
Is it possible to create a workflow between three apps with traceability between them all? We send information from Zoho CRM Deals over to Zoho Projects for project management and execution. We have used a lookup of sorts to create tasks in the past,Service locations are tied to contacts?
Trying the system out. And what I discovered is that it seems that the whole logic of the app is, I'd say, backwards. There is a Customer - a company. The company has contact persons and service locations can be associated with different contact persons.Enhancements to Zoho Maps integration tasks
Hello everyone, We're excited to announce enhancements to the Zoho Maps integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need toBug in Total Hour Calculation in Regularization for past dates
There is a bug in Zoho People Regularization For example today is the date is 10 if I choose a previous Date like 9 and add the Check in and Check out time The total hours aren't calculated properly, in the example the check in time is 10:40 AM checkNarrative 12: Sandbox - Testing without the risk
Behind the scenes of a successful ticketing system: BTS Series Narrative 12: Sandbox - Testing without the risk What is a sandbox environment? A sandbox environment is a virtual playground that allows you to test freely and experiment with various elementsDynamically catching new file creations
I have a team folder with many subfolders, and in those folders we add new documents all the time. I'd like to have a workflow or script to notify me (and then take other actions) when a file is added anywhere in that structure that ends in "summary.txt".Announcing new features in Trident for Mac (1.27.0)
Hello everyone! Trident for macOS (v1.27.0) is here with new features and enhancements to improve scheduling and managing your calendar events. Let's take a quick look at them. Stay aligned across time zones. Both the scheduled and original time zonesBranding of native system emails
Make system emails adjustable in terms of branding. We want our system to be completely white label, because it is not a CRM anymore, it's way more than that. We are following the strategy of "CRM for everyone" to use the CRM in all departments, not onlySlow uploads of large files
I'm wanting to use Workdrive for transferring large images and video (we're talking things from 100MB-5GB). I'm running solo on a 500MBit/sec fiber connection. I'm getting upload speeds to Workdrive of no more than about 1-3Mbytes/sec when going throughMigrate Your Notes from OneNote to Zoho Notebook Today
Greetings Notebook Users, We’re excited to introduce a powerful new feature that lets you migrate your notes from Microsoft OneNote to Zoho Notebook—making your transition faster and more seamless than ever. ✨ What’s New One-click migration: Easily importneed to upload from airtable to google drive
I have a zapier zap that automates between airtable and google drive. When a customer uploads a new file into airtable via a client portal interface, zapier uploads that file into a folder linked to that customer's project record. I need to replicateCan't delete functions that are associated with deleted workflow rules
We have a handful of functions that were once associated with a workflow rule, but the rule has been deleted. The function still thinks it is associated so I can't assign it to a new rule. It is starting to get really messy because we have a list of functionsDefault Sorting on Related Lists
Is it possible to set the default sorting options on the related lists. For example on the Contact Details view I have related lists for activities, emails, products cases, notes etc... currently: Activities 'created date' newest first Emails - 'createdCredit Management: #1 Credit You Owe vs Credits Owed to the Business
Think about the last time you ordered food online. You might have paid in advance through your card, but you received a $20 refund because your order got delayed or cancelled. In most apps, refunds don't go into the bank account directly; instead, they'reTip #46- Turn Every Session into an Insight with Zoho Assist survey report- 'Insider Insights'
Delivering exceptional remote support isn’t just about resolving issues, it’s about understanding how both customers and technicians experience each session. That’s where Survey Report in Zoho Assist come in. You can configure and customize survey questionsEnhancing Zia's service with better contextual responses and article generation
Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic whileAllow the usage of Multi-Select fields as the primary field on "Layout Rules"
We want to force our users to enter some explanation strings when a multi-select field has been utilized. I can't understand the reason for the usage restriction of Multi-Select fields as a primary field. This is a simple "Display hidden mandatory fieldCRM/Bookings integration edits Contact names
Hi there, I've installed the extension that connects Zoho CRM and Zoho Bookings. When we get a new appointment from Bookings from an existing Contact, that Contact's record shows this: First Name was updated from asd to blank value Last Name was updatedDomain Change
“Please update my Email-in domain from @biginmail.biginmail.in to @biginmail.zoho.com. Messages to the .in domain are bouncing.”Webhooks Limit Exceeded
Today, I received an error message saying, 'Total number of Webhook call exceeded', but when I look at Manage > Billing, it doesn't look like any of my invokeURL calls are being logged. Following the advice from this thread: https://help.zoho.com/portal/en/community/topic/webhooks-daily-limits-in-zoho-creatorAuto select option in CRM after Zoho Form merge
Hi, I have a dropdown field in Zoho CRM that is filled with a Zoho Form. The data is filled but not automatically shown. After selecting the right value in the dropdown the information a second field is shown. So the question is; how can I make the dropdownBring your CRM data straight into your presentations in Zoho Show
Let's say you are working on a presentation about your team's sales pipeline for an upcoming strategy meeting. All the information you need about clients and leads is in Zoho CRM, but you end up copying details from the CRM into your slides, adjustingImproved RingCentral Integration
We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.Introducing New APIs in Zoho Contracts
We are excited to announce the release of new APIs in Zoho Contracts to help you automate and manage every stage of your contract lifecycle more efficiently. Here’s a quick overview of what’s new: 1. Complete Contract Draft You can use this API to completeNext Page